Call 21112178851221061 2026-09-04 · dhruv · 1:28
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| MSME_IS_India_ProductOpps_PROG_261225 | General Enquiry | full conversation 19 turns, clean transcript (0% inaudible) | Hindi | 19 | customer_led (campaign_name:medium) |
Audio: clear: The agent's side has typical call center background noise, but it does not impede transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
2
/4 flags
segment: wrong_product
material: TMT and cement
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
-0.43
confidence high · +2/−20
from 12 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
Revalidate every field
The agent did not revalidate any of the required fields (product, size, quantity, location, timeline) for the sheet metal product.
How ankit mistry did it on a
10.0/10 call —
you just share the exact dimensions and quantity, and where the delivery is in Surat, the full delivery address with pincode.
−2.0 pts
Discovery (5 Qs, woven naturally)
The agent asked no discovery questions about the customer's business, usage, or procurement process.
How ankit mistry did it on a
10.0/10 call —
And which brands of HRPO material do you buy? Like Jindal's comes, Tata's comes, Essar's comes?
−2.0 pts
Closure with price & timeline
The agent did not provide a price or timeline for their own product; they transferred the lead to another team.
How ankit mistry did it on a
10.0/10 call —
0.7 would be something around 74. 74.5. In which my cutting, loading, and with pallet packaging, my pricing is included.
objection
The customer raised 1 objection
you did not answer:
price
तो उसमें और यहां से लेने में क्या फर्क रहेगा?
did well
Opener acknowledges platform submission
मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल।
No unnecessary re-pitching
अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में?
Summary
The customer had submitted a requirement and was asking about TMT and Cement. The agent, who handles sheet metal, correctly identified the product mismatch. The agent did not attempt to pitch their own products and instead arranged to have the correct JSW team (TMT/Cement) contact the customer.
Coaching
When the system shows a customer has submitted a requirement, open the call by referencing it directly instead of asking a general discovery question.
Missed:
CL2 Revalidate every field CL3 Discovery (5 Qs, woven naturally) CL4 Closure with price & timeline
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| CL1 Opener acknowledges platform submission | 2 | pass | – | 2.0 | मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल। The agent acknowledged the customer's platform submission after the customer prompted them about it. |
| CL2 Revalidate every field | 3 | fail | 0 | 0.0 |
The agent did not revalidate any of the required fields (product, size, quantity, location, timeline) for the sheet metal product. |
| CL3 Discovery (5 Qs, woven naturally) | 2 | fail | 0 | 0.0 |
The agent asked no discovery questions about the customer's business, usage, or procurement process. |
| CL4 Closure with price & timeline | 2 | fail | – | 0.0 |
The agent did not provide a price or timeline for their own product; they transferred the lead to another team. |
| CL5 No unnecessary re-pitching | 1 | pass | – | 1.0 | अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में? The agent did not pitch any products or USPs, thus avoiding an unnecessary re-pitch. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | तो उसमें और यहां से लेने में क्या फर्क रहेगा? |
actually सर cement टीम आपको better बता पाएगी सर उसके लिए। |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.485 | 21.2s | 22.5s | 44.3s | 4.8s | 280.2 | 0 | 10 | 9 | 2 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
1.1s
Hello.
agent
2.0s
Hello.
customer
2.7s
Hello.
agent
3.3s
Sir, I was calling from JSW.
सर JSW से बात कर रहा था मैं।
customer
4.9s
Yes, tell me, tell me.
हां बताइए बताइए।
agent
6.2s
Um sir, I just wanted to ask if there is any requirement for sheet metals?
अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में?
customer
9.0s
Yes, but it's not showing the price in it, so how will we finalize what the price is?
हां पण उसमें price तो दिखा नहीं रहा है मतलब हम final कैसे करेंगे क्या price है?
agent
13.1s
I mean, I had called for this only, sir. Regarding the requirement you had created.
मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल।
customer
16.4s
Yes, and what comes in that, I mean, look, you would know if you are from Gujarat, there is a 'baari' system here, so the quantity I have entered there, will it be by 'baari' or by piece?
हां और उसमें जो आता है मतलब वो देखो आपको पता होगा अगर आप गुजरात से, यहां पर बारी सिस्टम है तो जो वहां पर मैंने quantity डाली है वो बारी के हिसाब से या फिर piece के हिसाब से रहेगा?
agent
24.5s
I see.
अच्छा।
agent
25.8s
So you mean you need the material in TMT and cement only, right?
तो आपको मतलब TMT और cement में ही चाहिए ना मटेरियल?
customer
28.5s
Yes, for now I need it in TMT and cement.
हां TMT और cement में चाहिए अभी तो।
agent
30.2s
Okay, I'll do one thing, I'll forward your number to the TMT team. They will connect with you in a short while.
ठीक है मैं एक काम करता हूं मैं TMT टीम को टीम को आपका नंबर फॉरवर्ड कर देता हूं। वो आपसे अभी कनेक्ट कर लेंगे थोड़ी देर में।
customer
35.0s
And in cement, I mean, in cement, look, I have a direct account with the company, with UltraTech as well, so what will be the difference between that and buying from here?
और cement में मतलब cement में मतलब मेरा देखो डायरेक्ट कंपनी में भी UltraTech में भी account है तो उसमें और यहां से लेने में क्या फर्क रहेगा?
agent
42.0s
For buying from there, actually sir, the cement team will be able to tell you better about that, sir.
वहां से लेने में actually सर cement टीम आपको better बता पाएगी सर उसके लिए।
customer
45.8s
Okay, alright then.
Okay, ठीक है चलो।
agent
46.6s
I'll tell them to connect.
मैं उनको बोलता हूं कनेक्ट करने के लिए।
customer
47.9s
Okay.
agent
48.8s
Yeah.