Call 21112178843435291 2026-09-03 · Sajal Bhaskar · 2:49
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_Inte_MFG_M1_3_NoEnq_Sep26 | Wrap up time exceeded :0 | full conversation 39 turns, clean transcript (0% inaudible) | Hindi | 39 | new_registration (campaign_name:medium) |
Audio: clear: The customer and agent occasionally speak over each other, but the conversation remains intelligible.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
1.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
0.14
confidence high · +16/−10
from 24 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
−3.0 pts
Full discovery (8 Qs)
The agent only confirmed the business type and did not probe for monthly tonnage, brands used, payment terms, or past purchasing behavior.
training gap
Nobody in the data does this step well, so this is a training gap for the floor rather than a personal one.
−2.0 pts
First opportunity identified
The agent asked for a requirement but did not capture the full specification (e.g., quantity, length) for the plates the customer needed.
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 send details "tomorrow," not a specific, agent-driven next step like a scheduled callback or quote.
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.
objection
The customer raised 1 objection
you did not answer:
price
I need it, but your rate, you are saying your rate has increased.
did well
Warm welcome opener
Uh Santosh ji, Namaskar, I was calling from JSW One.
Summary
The customer, a UT frame manufacturer, confirmed an immediate need for E250 and E350 grade plates and immediately raised an objection about JSW's price increase. The agent justified the price with market trends but failed to conduct discovery or pitch the platform's value. The call ended with the customer, who was driving, promising to send his full requirement via WhatsApp the next day.
Coaching
When the customer raises a price objection, use it as a trigger to explain our value proposition (e.g., all-inclusive landed cost) instead of just agreeing that prices have risen everywhere.
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 | Uh Santosh ji, Namaskar, I was calling from JSW One. The agent used a polite, professional opener with a standard greeting. |
| NR2 Verify basic profile (4 Qs) | 1 | fail | 1 | 0.0 |
The agent only confirmed the company name but did not ask about procurement city, decision-making role, or best contact details. |
| NR3 Full discovery (8 Qs) | 3 | fail | 1 | 0.0 |
The agent only confirmed the business type and did not probe for monthly tonnage, brands used, payment terms, or past purchasing behavior. |
| NR4 Platform education | 1 | fail | – | 0.0 |
The agent did not explain the JSW One platform or its benefits like transparent pricing or test certificates. |
| NR5 First opportunity identified | 2 | fail | – | 0.0 |
The agent asked for a requirement but did not capture the full specification (e.g., quantity, length) for the plates the customer needed. |
| NR6 Closure - one of three outcomes | 2 | fail | – | 0.0 |
The call ended with a vague promise from the customer to send details "tomorrow," not a specific, agent-driven next step like a scheduled callback or quote. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | I need it, but your rate, you are saying your rate has increased. |
JSW's, sir the rate has increased everywhere, by the way. The rate has increased by up to eight rupees. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.35 | 38.7s | 72.0s | 58.3s | 8.0s | 334.9 | 0 | 19 | 20 | 9 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.2s
Hello
हॅलो
agent
0.9s
Hello
हॅलो
agent
1.3s
Uh, am I speaking with Bhumi Enterprises?
अह भूमि एंटरप्राइजेस से बात कर रहे हैं?
customer
2.8s
Yes, tell me, put him on.
हां बोलो, बात कराओ।
agent
3.5s
Uh Santosh ji, Namaskar, I was calling from JSW One.
अह संतोष जी नमस्कार, JSW One से बात कर रहा था।
customer
6.0s
Yes JSW, yes, tell me.
हां JSW, हां बोलिए जी।
agent
7.2s
Uh sir, your Bhumi Enterprises does manufacturing of screens, right?
अह सर ये आपका भूमि एंटरप्राइजेस में मैन्युफैक्चरिंग स्क्रीन्स का होता है, right?
customer
10.4s
Hello?
हॅलो?
agent
10.8s
UT frame?
यूटी फ्रेम?
customer
11.3s
Yes, UT frame manufacturer.
हां यूटी फ्रेम मैन्युफैक्चरर है।
agent
12.5s
So sir, are you looking for anything in steel right now? Any requirement for steel right now?
तो अभी सर कुछ स्टील में देख रहे हैं? स्टील का रिक्वायरमेंट अभी कुछ?
customer
14.5s
I need it, but your rate, you are saying your rate has increased.
चाहिए, लेकिन आपका रेट, आपका रेट बढ़ गया बोल रहे हो।
agent
17.8s
JSW's, sir the rate has increased everywhere, by the way. The rate has increased by up to eight rupees.
JSW का, सर हर जगह का रेट बढ़ा है वैसे तो। आठ रुपये तक रेट बढ़ा है।
customer
20.5s
Three hundred twenty...
तीन सौ बीस...
agent
21.3s
That's the thing, right?
वही ना।
customer
22.2s
What is the current rate?
अभी क्या रेट चालू है?
agent
23.0s
is increasing. 375...
बढ़ रहा है। 375...
customer
24.2s
Yes.
हां।
agent
24.8s
Uh one second. Okay, I...
अह एक सेकंड। अच्छा मैं...
customer
26.5s
E250, 13mm, I need a 12mm plate. 12mm 600mm.
E250, 13mm, 12mm का प्लेट चाहिए मेरेको। 12mm 600mm.
agent
29.5s
So do you need E250 or E350?
तो E250 चाहिए या E350 चाहिए?
customer
30.5s
I need E250 and I need E350. Both.
ये E250 चाहिए और E350 चाहिए। दोनों भी।
agent
33.5s
Yes sir. Sir, for E350, the rate that is going on is 62,750, X-rate.
येस सर। सर E350 का जो रेट जो चल रहा है, वो 62,750 चल रहा है, X-rate.
customer
37.5s
62, 750?
agent
38.5s
750. 2.5 to 12.
750. ढाई से बारह।
customer
40.5s
750. Yes yes yes.
750. हां हां हां।
agent
41.5s
That's the rate, sir.
इतना चल रहा है सर।
customer
42.8s
Hmm hmm hmm.
हम्म हम्म हम्म।
agent
43.5s
As of today's date. So you see, sir, the rate has increased everywhere. Because now JSW holds a 25% share in the market, and other companies also hold 25-25%. So if one increases the rate, everyone's rate increases. Besides, the price of coking coal is increasing anyway, so obviously, everyone's will increase.
अभी आज की डेट में। तो आप देख लो सर, हर जगह का तो रेट बढ़ ही गया है। क्योंकि अब JSW 25% शेयर रखती है मार्केट में और बाकी कंपनीज भी 25-25% रखती हैं। तो एक ने बढ़ा दिया रेट तो सबका बढ़ जाता है। वैसे भी कुकिंग कोल का तो बढ़ ही रहा है तो ऑब्वियसली सबका बढ़ेगा ही।
customer
51.5s
It will increase, that's correct, but there is a bit of a difference between Tata's and yours. Okay, I don't have a problem with JSW's material. I keep asking for it, but the thing is...
बढ़ेगा बराबर है, लेकिन Tata का और आपका में थोड़ा ये है। ठीक है, JSW में मटेरियल में मेरेको दिक्कत नहीं है। मैं पूछते रहता है, लेकिन वो कैसा है...
customer
56.5s
Will you do something for me now? I am driving the car, so you either WhatsApp me the rate for both. Do that.
अभी मेरेको थोड़ा ये करेंगे क्या? मैं थोड़ा गाड़ी ड्राइविंग कर रहा हूं तो आप मेरेको WhatsApp कर दीजिए नहीं तो रेट दोनों का। ये कर दीजिए।
agent
101.5s
Yes sir, will you send me the proper requirement once, sir? You...
हां सर एक बार मेरेको प्रॉपर रिक्वायरमेंट डालोगे सर? आप...
customer
103.5s
Okay, I'll send it tomorrow.
ठीक है, कल डालता हूं।
agent
104.5s
...are driving, so you can tell me whenever you are resting, whenever you are in a resting position.
चला रहे हो तो आप आप आराम से रेस्ट जब भी आप रेस्ट पोजीशन में हो तब बता देना मेरेको।
customer
106.0s
Okay, okay, okay. I need 40. I will...
ठीक है, ठीक है, ठीक है। मेरेको 40 चाहिए। मैं आपको...
agent
107.5s
Yes, you can write it down and send it to me once. I'll send my card on this same number. Okay?
हां आप मेरेको एक बार लिख के दे देना। मैं आपको कार्ड भेजता हूं इसी नंबर पे। ठीक है?
customer
110.5s
Okay, okay. Okay sir.
ठीक है, ठीक है। ठीक है सर।
agent
111.5s
Okay sir.
ओके सर।
customer
112.0s
Where are you from?
किधर से हो?