Call 21112178841750041 2026-09-03 · Sajal Bhaskar · 6:04
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_Inte_MFG_M1_3_NoEnq_Sep26 | General Enquiry | full conversation 89 turns, clean transcript (0% inaudible) | Hindi | 89 | new_registration (campaign_name:medium) |
Audio: clear: The customer's speech has a slight Marathi accent, but the vocabulary used is predominantly Hindi.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
no conversation
USP relevance:
mismatched
2 · Customer quality
the LEAD we handed over
1
/4 flags
material: Stainless Steel, Pipes
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
-0.03
confidence high · +14/−16
from 49 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
What to do differently next time biggest points lost first · the quotes are from real calls
−2.0 pts
First opportunity identified
The agent asked about a current requirement but accepted a vague future timeline instead of capturing a specific callback date.
How Anupreeti Mahadik did it on a
8.5/10 call —
Tell me the width and this, I will send the rate accordingly. As it is.
−2.0 pts
Closure - one of three outcomes
The call ended with a vague promise from the customer to get in touch, which is not one of the three required closure outcomes.
How Anupreeti Mahadik did it on a
8.5/10 call —
I will send it to you on WhatsApp. And also give me this, give me the estimate itself then, immediately.
−1.5 pts
Full discovery (8 Qs)
The agent successfully identified the business type, end application, brand preference (none), and that they buy small quantities, but failed to ask about monthly tonnage, payment terms, or past history with JSW.
training gap
Nobody in the data does this step well, so this is a training gap for the floor rather than a personal one.
objection
The customer raised 3 objections
you did not answer:
price incumbent_supplier just_registered_to_check
CUSTOMER: Of course your, your rates and their rates will be compared.
CUSTOMER: No, right now we pick up material locally, we don't buy by brand.
CUSTOMER: Whenever there is a requirement, I will approach you.
did well
Warm welcome opener
AGENT: I was calling from JSW One, sir. Greetings.
Summary
The customer, an elevator manufacturer, initially asked for Stainless Steel, which the agent correctly identified as a non-JSW One product. The agent pivoted to MS products but discovered the customer buys small, unbranded, secondary material locally and is highly price-sensitive. The agent failed to establish a value proposition for primary steel and the call ended without a firm next step, with the customer promising to get in touch when a need arises.
Coaching
When a customer buys cheap, local, secondary material, your job is to sell the value of primary steel (guaranteed quality with Test Certificates, consistency) to justify the higher price, not to simply agree that we are more expensive and give up.
Missed:
NR2 Verify basic profile (4 Qs) NR3 Full discovery (8 Qs) NR4 Platform education NR5 First opportunity identified NR6 Closure - one of three outcomes
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| NR1 Warm welcome opener | 1 | pass | – | 1.0 | AGENT: I was calling from JSW One, sir. Greetings. The agent opened the call politely and identified the company without being pushy. |
| NR2 Verify basic profile (4 Qs) | 1 | partial | 2 | 0.5 | AGENT: Do you procure material from Pune itself, sir? The agent verified the company name and procurement city, but did not ask about the contact's role in procurement or verify the best contact details. |
| NR3 Full discovery (8 Qs) | 3 | partial | 4 | 1.5 | CUSTOMER: No, right now we pick up material locally, we don't buy by brand. The agent successfully identified the business type, end application, brand preference (none), and that they buy small quantities, but failed to ask about monthly tonnage, payment terms, or past history with JSW. |
| NR4 Platform education | 1 | fail | – | 0.0 | AGENT: I don't know, sir, in the app, because I don't use the app. It's been a long time since I used the app. The agent failed to educate the customer on the platform's benefits and admitted to not even using the customer-facing app, which undermined credibility. |
| NR5 First opportunity identified | 2 | fail | – | 0.0 | CUSTOMER: If there is a need in the future, I will let you know. The agent asked about a current requirement but accepted a vague future timeline instead of capturing a specific callback date. |
| NR6 Closure - one of three outcomes | 2 | fail | – | 0.0 | CUSTOMER: Fine, you send me the card. When there's a requirement, I will take a report from you. The call ended with a vague promise from the customer to get in touch, which is not one of the three required closure outcomes. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | CUSTOMER: Of course your, your rates and their rates will be compared. |
AGENT: ...that our primary price is higher than the secondary material. So if you want to go into that segment, the primary one, then we can serve you well. But if you are looking for secondary, then it won't be possible, sir. |
| incumbent_supplier | mishandled | CUSTOMER: No, right now we pick up material locally, we don't buy by brand. |
AGENT: Local meaning you take secondary material? |
| just_registered_to_check | mishandled | CUSTOMER: Whenever there is a requirement, I will approach you. |
AGENT: Tell me, when is it going to be, is there going to be a requirement now? Ten days, twenty days? |
Conversation mechanics measured from turn timings, not judged by the LLM
| Talk ratio | Agent talk | Customer talk | Dead air | Longest monologue | WPM | Interrupts | Agent turns | Cust turns | Q marks |
|---|---|---|---|---|---|---|---|---|---|
| 0.511 | 112.0s | 107.3s | 144.7s | 10.7s | 245.4 | 1 | 42 | 47 | 13 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.8s
Hello.
agent
1.6s
Sir, am I speaking with Unique Elevator?
सर Unique Elevator से बात कर रहे हैं?
customer
3.3s
Yes, Unique Elevator.
हां, Unique Elevator.
customer
4.1s
Hello.
agent
4.5s
I was calling from JSW One, sir. Greetings.
JSW One से बात कर रहा था सर, नमस्कार।
customer
6.8s
Greetings.
नमस्कार।
customer
7.5s
Go on, go on.
बोलिए बोलिए।
agent
8.2s
Sir, I wanted to know, you work with elevators, right?
सर ये जानना था अभी आपका elevators का काम रहता है, right?
customer
11.8s
Yes, correct.
हां, correct.
agent
12.6s
So what raw materials etc. do you need for that, sir?
तो उसमें raw material वगेरा क्या लगते हैं सर आपको?
customer
15.2s
Uh, in steel, mostly, uh, MS is needed sometimes, channels are needed, I-beams are needed, C-channels are needed.
अह steel में mostly अह MS लगता है कभी-कभी, channels लगते हैं, I-beam लगते हैं, C-channel लगते हैं।
customer
22.2s
And SS is also needed, SS sheet, for cabins etc.
और SS भी लगता है, SS sheet, cabin के लिए वगेरा।
agent
25.0s
Yes.
हां।
agent
25.8s
Okay.
अच्छा।
agent
26.3s
We can't provide SS, sir, unfortunately, but we can provide you MS.
SS तो नहीं दे सकते सर unfortunately, but we can provide you MS.
customer
30.1s
Yes, what's the problem with SS? I had actually made an inquiry for SS at your place.
हां, SS का क्या प्रॉब्लम है? मैंने actually inquiry की थी SS की आपके यहां।
agent
33.8s
Oh, okay.
अच्छा।
customer
34.5s
So who is your vendor for SS from JSW?
तो SS का आपका vendor कौन है JSW का?
agent
36.8s
For SS, sir, J- uh, if you search for JSL on Google, that's it, Jindal Steel Limited.
SS का तो सर जे- अह JSL आप सर्च करोगे ना Google पे, तो वो है, Jindal Steel Limited.
customer
42.8s
Oh, is Jindal Steel Limited separate?
अच्छा Jindal Steel Limited अलग है क्या?
agent
44.6s
Jindal Steel Limited is a separate firm, sir. It's a sister firm, sir. JSW One is completely different, only for MS, mild steel.
Jindal Steel Limited अलग फर्म है सर। वो sister firm है सर। JSW One is completely different, only for MS, mild steel.
customer
51.2s
Okay, mild steel, uh okay.
अच्छा mild steel, अह okay.
agent
53.6s
HR, CR, GP, PPGL, wire rods, TMT bars, angle channel beams, and cement.
customer
61.0s
Yes, no, no, this data is all in your app. Uh, I had seen it all.
हां नहीं नहीं, ये डाटा है ना आपके app में है सब। अह वो मैंने देखा था सब।
customer
65.2s
Whenever there is a requirement, I will approach you.
जब भी कोई requirement होगी तो आपको मैं approach करूंगा।
customer
68.2s
I have your app.
App तो है ही आपका।
agent
69.2s
I card, what sir?
मैं कार्ड, क्या सर?
customer
70.2s
I have your app, your entire catalogue is on the app.
App तो है ही आपका, उस पर आपका ये पूरा catalogue है app पर।
agent
73.8s
Oh, have you sent it?
अच्छा भेज रखा है क्या?
customer
75.0s
You have the JSW One app, right, the application.
JSW One का आपका app है ना, application.
agent
77.1s
Oh, you have downloaded the app. Okay okay, now it's clear to me. I mean, I wasn't understanding.
अच्छा app download कर रखा है। Okay okay, अभी clear हुआ मुझे। मतलब समझ में नहीं आ रहा था।
agent
80.1s
Okay okay. I'll send my card to you on this number, sir, okay? For future reference.
Okay okay. मैं आपको सर इस नंबर पे अपना कार्ड भेज के रखता हूं एक बार, ठीक है? For future reference.
agent
85.1s
Tell me, when is it going to be, is there going to be a requirement now? Ten days, twenty days?
आप मेरेको बताओ ना अभी कब होने वाला है, कोई requirement होने वाला है अभी? दस दिन, बीस दिन?
customer
88.2s
Uh, for now, the material has been procured.
अह अभी तो फिलहाल तो material procure किया रखा है।
customer
91.7s
If there is a need in the future, I will let you know.
होगा आगे तो आपको बताएंगे।
agent
93.2s
Okay, okay.
ठीक है ठीक है।
customer
93.7s
It is currently procured.
Currently procure किया हुआ है।
agent
95.0s
Do you procure material from Pune itself, sir?
पुणे से ही करते हो सर material procure?
customer
97.0s
Yes, from Pune itself, locally.
हां पुणे से ही करते हैं, local ही।
agent
98.6s
Okay, so for angle channel beams, I think SAIL is more common there. There's SAIL, and Apollo's products.
अच्छा, मतलब ये angle channel beams है तो सर SAIL ज्यादा चलता है मेरे हिसाब से वहां पे। SAIL हो गया, और Apollo के चीजें हो गईं।
customer
105.6s
You don't take the Apollo brand?
Apollo का brand नहीं लेते हो?
customer
107.0s
No, right now we pick up material locally, we don't buy by brand.
नहीं अभी locally उठाते हैं material, brand पे नहीं लेते।
agent
109.6s
Meaning you don't buy branded?
मतलब brand का नहीं लेते?
customer
110.8s
No, no, no, we pick up material locally.
नहीं नहीं नहीं, locally material उठाते हैं।
agent
112.9s
Local meaning you take secondary material?
Local मतलब secondary material लेते हो क्या?
customer
114.5s
Yes, mostly.
हां, mostly.
agent
115.5s
Okay, without...
customer
116.1s
What we have is, we have to make some car frames, frames, or for the counterweights at the back, we have to make a frame for that.
हमारा क्या है, कुछ car frame, frame बनाना होता है या जो पीछे counterweight होते हैं, तो उसका frame बनाना होता है।
customer
123.2s
So not much material is needed. We take material as per the job.
तो material भी इतना ज्यादा नहीं लगता है। Job के हिसाब से हम material लेते हैं।
customer
126.8s
Because manufacturing is not that much, it happens in small quantities.
क्योंकि manufacturing इतना नहीं है, थोड़ा-थोड़ा होता है।
agent
129.2s
Okay okay, so sir...
Okay okay, तो सर...
customer
129.9s
And that too has to be given to the fabricator, the fabricator makes all that.
और वो भी fabricator को देना होता है, वो fabricator बनाता है वो सब।
agent
132.3s
Yes, but sir, on this platform, I mean, we can only provide that, right, prime material.
हां, but सर ये जो platform है, मतलब इसपे तो हम सिर्फ वही दे पाएंगे ना, prime material.
agent
137.2s
So, I mean, prime material...
तो मतलब prime material...
customer
138.1s
No, no, no problem. Of course your, your rates and their rates will be compared.
नहीं नहीं कोई प्रॉब्लम नहीं। Of course आपके, आपके rates और उनके rates compare होंगे।
customer
141.6s
And whichever is better, we will prefer that.
और जो भी अच्छा होगा वो, वो हम prefer करेंगे वैसे।
agent
144.1s
Yes, I mean, this is what I was trying to say, that our primary price is higher than the secondary material. So if you want to go into that segment, the primary one, then we can serve you well. But if you are looking for secondary, then it won't be possible, sir.
हां, मतलब यही मैं कहना चाह रहा था कि जो secondary material है, उससे तो ज्यादा ही रहता है अपना जो price रहता है primary का। So अगर उसमें, अगर उस segment में जाना है आपको primary में, तो तो we can serve you well. But अगर secondary का आप देख रहे हो, तो तो नहीं हो पाएगा सर।
customer
154.8s
Uh, we'll see, when the requirement arises, we will compare and then, then we'll see.
अह देखेंगे, अभी जब requirement होगा ना, तब compare करेंगे और फिर इसका, फिर देखेंगे।
customer
160.0s
What you have, you also have structural steel, right? Okay.
आपके पास क्या है, structural steel भी है ना? ठीक है।
agent
162.3s
Yes, structural steel, angle channel beams are there, sir.
हां, structural steel, angle channel beams रहते हैं सर।
customer
165.0s
Okay.
agent
165.9s
These three things are there.
ये तीन चीजें रहती हैं।
customer
167.2s
Okay, and are your rates updated on the application?
ठीक है, और rates आपके updated होते हैं क्या application पर?
agent
170.2s
What sir? Our rates...
क्या सर? Rates हमारे...
customer
171.6s
They are updated, right?
Updated होते हैं ना?
agent
172.6s
Yes, the day you give the requirement and the day I give you the quotation, meaning I tell you the prices etc., the prices will be of that day.
हां, जिस दिन जैसे आपने requirement दिया और जिस दिन मैं आपको quotation दूंगा, मतलब prices वगेरा बताऊंगा, उसी दिन के होंगे prices.
customer
179.1s
Okay, sometimes what happens is we have this structure, right, we have to make a structure for the lift.
Okay, कभी-कभी क्या होता है हमें ये structure होता है ना अपना, lift के लिए structure करना पड़ता है।
customer
183.8s
So these pipes are needed, pipes.
तो ये pipes लगते हैं, pipes.
agent
186.0s
Hmm.
हम्म।
customer
186.5s
And those pipes are needed, hundred by hundred, two mm thickness, etc.
और hundred by hundred के, two mm thickness के वगेरा वो pipes लगते हैं।
customer
190.6s
So do you have pipes as well?
तो pipes भी हैं क्या आपके पास?
agent
192.0s
Not pipes, I mean, what they call square hollow section...
Pipes तो नहीं, मतलब square hollow section कहते हैं...
customer
194.6s
Square pipe, yes square pipe.
Square pipe, हां square pipe.
agent
196.0s
It's called SHS. We serve Apollo's.
SHS कहते हैं उसको। वो Apollo के serve करते हैं।
agent
199.0s
Of the Apollo brand.
Apollo brand के।
customer
200.5s
Okay.
अच्छा।
agent
201.2s
So if, yes, you can check it out once, research the Apollo brand, if you perhaps know about it, that's great. We generally provide its, Apollo brand pipes, in SHS.
तो अगर, हां, आप उसको देख लो एक बार research कर लो Apollo brand को, अगर आपको शायद पता हो, तो बहुत बढ़िया बात है। आप उसका, Apollo के brand के pipes देते हैं हम generally, SHS में।
agent
209.2s
So let me know.
तो बताइए।
customer
209.6s
Is it in your app, uh, that pipe?
आपके app में है, अह, pipe वो?
agent
211.9s
No, in that, I don't know, sir, in the app, because I don't use the app. It's been a long time since I used the app. I don't even know if it has been updated or not.
नहीं वो उसमें, मेरेको पता नहीं है सर app में, क्योंकि app मैं चलाता नहीं। बहुत टाइम हो गया app चलाए हुए। Update हुआ है कि नहीं मुझे भी नहीं पता है।
agent
218.2s
I look at the website, I don't look at the app at all.
मैं website देखता हूं, app मैं देखता ही नहीं।
customer
218.8s
I can't see it right now.
मुझे तो नहीं दिख रहा है अभी।
customer
220.2s
Okay. Fine, you send me the card. When there's a requirement, I will take a report from you.
अच्छा। ठीक है, आप मुझे कार्ड भेजिए। मैं आपको होगा requirement तो आपसे report लूंगा।
agent
224.2s
Yes, yes, yes.
जी जी जी।
agent
225.1s
And our payment terms are one hundred percent in advance, okay?
और hundred percent advance में रहता है हमारा जो payment terms रहता है, ठीक है?
customer
228.2s
No, that's fine, no issue with that. Uh, just when, when we take it, we will negotiate a little, we'll see.
नहीं ठीक है, उसका कुछ नहीं। अह सिर्फ जब, जब लेंगे तब थोड़ा negotiation करेंगे, देखेंगे।
agent
233.8s
Hmm hmm, okay okay.
हम्म हम्म, ठीक है ठीक है।
customer
235.0s
Okay. Okay.
ठीक है। Okay.
agent
236.0s
Okay, goodbye.
Okay, नमस्कार।