Call 21112178851159091 2026-09-04 · Rohit Mishra · 2:44
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | General Enquiry | full conversation 35 turns, clean transcript (0% inaudible) | Hindi | 35 | supply_led (campaign_name:medium) |
Audio: clear: There is some background noise and chatter on the customer's side, but it does not significantly hinder transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
0.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
1
/4 flags
segment: trader
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
+0.43
confidence high · +6/−0
from 7 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
Opener & permission
Agent identified self and company but did not ask for permission to speak before questioning the customer.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, good evening sir. I was noticing, I am calling from JSW One, Raunak Mehta.
−2.0 pts
Hook (supply/price signal)
Agent did not deliver a proactive supply or price hook, instead reacting to the customer's complaint about a past interaction.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: The pricing is increasing even more, sir. It's going to open one and a half to two rupees higher on Monday.
−2.0 pts
Discovery (6 Qs)
Agent only asked about business type and potential tonnage, missing 4 of the 6 key discovery questions.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
Summary
The customer, a trader, followed up on a previously unfulfilled quote request. The agent explained the prior failure was due to low quantity and stock issues. The customer then stated a new, larger requirement of 25-30 tons of HR coil for Rajasthan. The agent provided a price but failed to conduct full discovery or set a firm next step, ending by agreeing to the customer's request to send details via WhatsApp.
Coaching
When a customer brings up a past issue, resolve it, but then you must regain control and follow the script: ask for permission, deliver your hook, and conduct proper discovery before offering a price.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) SL5 Qualify SL6 Closure with next step
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| SL1 Opener & permission | 2 | fail | – | 0.0 |
Agent identified self and company but did not ask for permission to speak before questioning the customer. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not deliver a proactive supply or price hook, instead reacting to the customer's complaint about a past interaction. |
| SL3 Discovery (6 Qs) | 2 | fail | 2 | 0.0 | Ganpat ji, are you in trading? Do you do trading? Agent only asked about business type and potential tonnage, missing 4 of the 6 key discovery questions. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
Agent did not pitch any USPs, only provided a price and brand name. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Agent confirmed thickness, quantity, and location, but failed to capture grade, width, or required delivery date. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
Agent passively agreed to "WhatsApp me" but did not commit to a specific action like sending a formal quote with a turnaround time. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.551 | 32.1s | 26.2s | 105.7s | 5.3s | 312.1 | 0 | 18 | 17 | 12 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.9s
Hello?
हेलो?
agent
2.1s
Yes, am I speaking with Ganpat Steel?
हाँ गणपत स्टील से बात कर रहे हैं?
customer
3.9s
Yes, tell me.
हाँ जी बताइए।
agent
4.9s
Yes, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform.
जी नमस्ते, रोहित बात कर रहा हूँ, रोहित मिश्रा फ्रॉम JSW One प्लेटफार्म।
customer
8.0s
Yes sir, speak.
हाँ जी सर बोलिए।
agent
9.5s
Ganpat ji, are you in trading? Do you do trading?
गणपत जी, आप ट्रेडिंग में है क्या? ट्रेडिंग करते हैं?
customer
11.6s
Yes sir.
हाँ जी सर।
agent
12.4s
Okay, okay. So do you have any requirement for steel right now?
अच्छा अच्छा। तो अभी कुछ रिक्वायरमेंट है स्टील में?
customer
14.7s
Sir, there was a requirement, I had told you, then your team said they would share a quotation, but then they didn't send the quotation. It's been five or six days today.
सर रिक्वायरमेंट था बताया था, फिर आपकी टीम ने बोला कि कोटेशन शेयर करते हैं, फिर उन्होंने कोटेशन भेजा नहीं उन्होंने। आज पांच छह दिन हो गए।
agent
19.4s
It's been five or six days? Who were you in touch with?
पांच छह दिन हो गए? किसके टच में थे आप?
customer
21.3s
One second, I'll stay on the line.
एक सेकंड चालू रखता हूँ मैं।
agent
22.4s
Were you with Aditya? Aditya Pandey?
आदित्य से थे क्या आप? आदित्य पांडे?
customer
24.1s
Yes, I had spoken with Aditya ji.
हाँ आदित्य जी से हुई थी बात।
agent
26.2s
No.
नहीं।
agent
27.0s
26. No, actually the material you had asked for, it wasn't in stock at that time. And the second thing is that your quantity was very low. We don't supply two and a half tons.
26. नहीं वो एक्चुअली जो जो मटेरियल आपने दिया था ना, वो था ही नहीं उस टाइम स्टॉक में। और दूसरी चीज़ कि क्वांटिटी आपकी बहुत लो थी। ढाई टन हम लोग नहीं देते हैं।
customer
32.2s
Sir, I had talked about a quantity of three tons and he had said, I had talked about a packet, that I need the material packet by packet. So he said that the packet is of two and a half tons. So he said our packet is of two and a half tons. So I said not two and a half tons, get me a three-ton packet. I have told him this much, brother.
सर तीन टन की क्वांटिटी की बात की थी और उन्होंने बोला था, मैंने तो पैकेट की बात बोली थी कि मेरेको पैकेट-पैकेट माल चाहिए। तो उन्होंने बोला कि ढाई टन का पैकेट होता है। तो उन्होंने बोला हमारा ढाई टन का पैकेट होता है। तो मैं बोला ढाई टन का नहीं आप तीन टन का पैकेट करवाओ मेरा। मैंने उनको इतनी बात बोली हुई है भैया।
agent
40.5s
Yes.
हाँ।
customer
41.8s
Okay.
अच्छा।
customer
42.2s
I didn't even say a two and a half ton packet. He said that our packet is of two and a half tons, so I said get the packet made in three tons.
ढाई टन का मैंने तो पैकेट ही नहीं बोला। उन्होंने बोला कि हमारा पैकेट ढाई टन में होता है तो मैं बोला तीन टन में करवाओ पैकेट।
agent
45.5s
So then tell me this, what will be the total tonnage?
तो फिर ये बताइए ना मुझे कि कितना टोटल टनेज रहेगा?
customer
48.7s
In total, I can take 25 tons, 30 tons.
टोटल में 25 टन, 30 टन ले सकता हूँ।
agent
50.5s
25-30 tons. The same requirement in two and three mm?
25-30 टन। वही सेम रिक्वायरमेंट दो और तीन mm में?
customer
52.6s
Yes.
हाँ जी।
agent
54.4s
Okay. I'll tell you. Where do you need this? In Rajasthan. Okay, I'll tell you, let's go.
ठीक है। मैं आपको बताता हूँ। ये आपको कहाँ पे चाहिए? राजस्थान में। ठीक है ना मैं बताता हूँ आपको चलिए।
customer
58.0s
Yes.
हाँ जी।
agent
59.3s
The rate will be around 65.
65 का रेट आएगा लगभग।
customer
60.6s
Yes?
हाँ जी?
agent
61.3s
The rate will be 65, lumpsum.
65 का रेट आएगा लमसम।
customer
63.8s
Which brand will it be?
ब्रांड कौनसा होगा?
agent
65.0s
Huh? JSW.
हाँ? JSW.
agent
66.8s
JSW or else Tata. As per availability.
JSW या फिर Tata. As per availability.
agent
69.4s
And for your 1.6, it is around 67.
और आपका जो 1.6 है उसका है 67 के अराउंड।
customer
71.8s
Can you WhatsApp me?
आप मेरेको WhatsApp कर सकते हो?
agent
73.1s
Okay.
ठीक है।
customer
75.1s
Hello.
हेलो।