Call 21112178877511331 2026-09-07 · Abdul Ansari · 1:16
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | General Enquiry | full conversation 23 turns, clean transcript (0% inaudible) | Hindi | 23 | supply_led (campaign_name:medium) |
Audio: clear: The customer is audibly frustrated, but the speech is clear enough for 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
0
/4 flags
clean lead
3 · Supply
US
out_of_stock
Customer states that on three previous occasions, material was promised after an inquiry but was not delivered, and complains 'Half the time you don't even have the material.'
4 · Sentiment
the CUSTOMER
-0.38
confidence high · +1/−8
from 5 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
The agent identified himself and the company but failed to ask for permission to speak, which is a critical part of this step.
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)
The agent did not provide a supply or price hook, instead asking directly for a requirement which is not the prescribed flow.
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)
No discovery questions were asked as the call was immediately derailed by a customer objection, which the agent then mishandled.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
objection
The customer raised 1 objection
you did not answer:
incumbent_supplier
Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be.
Summary
The agent contacted a manufacturing customer who was immediately hostile due to multiple past service failures with JSW One, where material was promised but never delivered. The agent became defensive, argued with the customer about their tone, and failed to address the core complaint. The customer refused to engage further, ending the call.
Coaching
When a customer is frustrated with past service failures, acknowledge their frustration and focus on a solution instead of arguing about their tone.
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 |
The agent identified himself and the company but failed to ask for permission to speak, which is a critical part of this step. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not provide a supply or price hook, instead asking directly for a requirement which is not the prescribed flow. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
No discovery questions were asked as the call was immediately derailed by a customer objection, which the agent then mishandled. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No discovery was done, and consequently no USPs were pitched. |
| SL5 Qualify | 2 | fail | – | 0.0 | Sir, is there any requirement for steel? The agent asked about a requirement but was immediately shut down and failed to probe further or capture any specific details. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The call ended abruptly with no next step committed by either party. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be. |
No, no, that's all fine, but don't speak like that. Not wanting to take it is a different thing, but speaking like this is wrong, isn't it? |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.508 | 19.6s | 19.0s | 37.4s | 3.0s | 425.5 | 0 | 11 | 12 | 6 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.8s
Hello?
हॅलो?
agent
2.0s
Hello.
हॅलो.
customer
2.7s
Hello?
हॅलो?
agent
3.5s
Hello, am I speaking with Dimension Engineers?
हॅलो, डायमेंशन इंजीनियर्स से बात कर रहे हैं?
customer
5.6s
Yes.
हां।
agent
6.3s
This is Abdul speaking, sir, from JSW One.
ये अब्दुल बात कर रहा हूं सर, JSW One से।
customer
8.6s
Speak.
बोलिए।
agent
9.2s
Sir, is there any requirement for steel? Like what what
सर, कुछ रिक्वायरमेंट है क्या स्टील में? लाइक क्या क्या
customer
10.8s
Oh, you people don't give it. We have had a discussion three times. I don't want to talk now.
अरे वो आप लोग देते नहीं है। हमारा हो गया है तीन बार डिस्कशन। अभी बात नहीं करना है।
agent
13.5s
No, no, give me time. You shouldn't be speaking like that, sir.
नहीं नहीं टाइम दे दो। ऐसा ऐसा थोड़ी बोल रहे हैं सर आप।
customer
15.6s
Oh, it's done, man. I've had a discussion with your people three times. If a new person calls every week, why would we waste our time?
अरे हो गया यार तीन बार आपके लोगों से डिस्कशन हो गया। हर हफ्ते कोई नया आदमी कॉल करेगा तो हम लोग थोड़ी टाइम वेस्ट करेंगे।
agent
19.8s
So, do we waste time, sir?
तो हम लोग टाइम वेस्ट करते हैं क्या सर?
customer
21.4s
Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be.
अरे तीन बार आपके लोगों ने बोला इंक्वायरी भेजो, माल देता हूं। आया नहीं। इसके लिए अभी छोड़ दो, रहने दो।
agent
24.8s
No, no, that's all fine, but don't speak like that. Not wanting to take it is a different thing, but speaking like this is wrong, isn't it?
नहीं नहीं ठीक है वो सब बट ऐसा मत बोलिए। नहीं लेना अलग चीज है बट ऐसा बोल रहे हैं गलत चीज है ना वो चीज।
customer
27.8s
Yes.
हां।
agent
28.4s
Not wanting to take it is a different thing, but you are speaking wrongly, right? That you people are like this and that, that's not right, is it, sir?
नहीं लेना अलग चीज है बट आप गलत बोल रहे हो ना, तुम लोग ऐसा वैसा, वो चीज सही नहीं है ना सर आप।
customer
31.2s
What is it?
क्या है?
agent
32.0s
You are saying you people are like this, you people don't give the material, leave it, leave it. It's not right to speak like that.
आप बोल रहे हो तुम लोग ऐसा, तुम लोग माल नहीं देते हो, छोड़ो छोड़ो। ऐसा बोलना सही नहीं है ना।
customer
34.6s
Oh, three times your people themselves troubled me and arranged a meeting, did this, did that. Half the time you don't even have the material.
अरे तीन बार आपके लोगों ने ही मेरेको परेशान करके मीटिंग कराया, ये कराया, वो कराया। आधे टाइम तो माल ही नहीं रहता है आपके पास।
agent
38.8s
No, it's not like that, sir. It's okay, sir, no problem. Okay.
नहीं, ऐसा नहीं है सर। ठीक है सर, कोई बात नहीं। ठीक है।
customer
40.8s
It's done, right? We've had three attempts. You are the fourth person.
हो गया ना हमारा तीन अटेम्प्ट हो गए। आप चौथे आदमी हो।
agent
43.2s
Okay sir.
ठीक है सर।
customer
44.2s
Yes.
जी।