Call 21112178877616951 2026-09-07 · Varun Siddhardha jillapalli · 2:12
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | General Enquiry | full conversation 30 turns, clean transcript (0% inaudible) | Telugu | 30 | supply_led (campaign_name:medium) |
Audio: noisy: Significant background chatter from a call center environment is present throughout the recording.
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
+0.25
confidence high · +12/−4
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
−2.0 pts
Opener & permission
The agent identified himself and the company, but did not use the customer's name or ask for permission to speak.
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 deliver a supply or price hook; the customer immediately took control of the call with a request.
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)
The agent asked zero discovery questions and instead was purely reactive to the customer's requests.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
did well
Closure with next step
CUSTOMER: I will WhatsApp you once, please put the price for me. AGENT: Send it.
Summary
The customer, who appears to be a returning lead, drove the conversation by asking for account details and rates for HR plates. The agent was entirely reactive, failing to conduct any discovery or follow the pitch structure. The call ended with an agreement for the customer to send their requirement (25mm, 20mm, 16mm plates) via WhatsApp for a quote.
Coaching
You allowed the customer to control the entire call. You must guide the conversation through the required steps, starting with discovery, to understand their needs before agreeing to a quote.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) SL5 Qualify
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: Hello sir, this is Varun from JSW. The agent identified himself and the company, but did not use the customer's name or ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not deliver a supply or price hook; the customer immediately took control of the call with a request. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
The agent asked zero discovery questions and instead was purely reactive to the customer's requests. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched as no discovery was conducted to identify a customer need. |
| SL5 Qualify | 2 | fail | – | 0.0 | AGENT: Ah, send the requirement, I will quote it. The agent did not proactively ask for or capture the requirement details (grade, width, qty, etc.) on the call, instead deferring it to WhatsApp. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | CUSTOMER: I will WhatsApp you once, please put the price for me. AGENT: Send it. A next step was established: the customer will send requirements on WhatsApp and the agent will provide a quote. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.433 | 20.6s | 27.0s | 84.4s | 3.4s | 297.1 | 0 | 14 | 16 | 2 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
1.4s
Hello?
హలో?
agent
2.5s
Hello?
హలో?
customer
3.6s
Tell me.
చెప్పండి.
agent
5.5s
Hello sir, this is Varun from JSW.
customer
7.6s
Ah?
ఆ?
agent
8.3s
I am Varun from JSW One platform sir.
customer
10.4s
Ha, send me your account details once.
హా, మీ అకౌంట్ డీటెయిల్స్ సెండ్ చేయండి అమ్మ ఒకసారి మాకు.
agent
13.4s
Account details?
customer
14.4s
Send your account details once.
మీ అకౌంట్ డీటెయిల్స్ సెండ్ చేయండి ఒకసారి.
agent
16.2s
We have shared it with you on WhatsApp before, sir.
ముందల మీకు WhatsApp లో షేర్ చేశాం సార్.
customer
18.3s
You did it before?
చేసిరి ఇంతముందల?
agent
19.6s
We shared it before. We shared it. Please check your older messages once. If not, I will send it again.
ఇంతముందు షేర్ చేశాము. షేర్ చేశాము. ఒకసారి మీది ఓల్డర్ మెసేజెస్ ఒకసారి చూడండి. నాట్, నేను మళ్ళా సెండ్ చేస్తూ.
customer
23.0s
Ah?
ఆ?
agent
24.1s
We already sent it a long time back, sir. I am sharing it again.
Already long time back send చేశాం సార్. మళ్ళా షేర్ చేస్తున్నాను.
customer
26.8s
Ah, share it again once. I will put the quantity for you once. What did you say is your minimum tonnage order?
ఆ ఒకసారి మళ్ళీ షేర్ చేయండి. ఒకసారి నేను క్వాంటిటీ పెడతాను ఒకసారి మీకు. మీ మినిమం టన్నేజ్ ఆర్డర్ ఎంత అన్నారు మీరు?
agent
31.3s
Five tons.
customer
32.3s
Five tons?
agent
33.2s
Hmm, from five tons onwards, any amount.
హ్మ్, ఫైవ్ టన్స్ నుంచి ఎంతైనా.
customer
34.9s
Ah?
ఆ?
agent
35.6s
Above five tons.
ఫైవ్ టన్స్ నుంచి అబౌ.
customer
36.9s
Ah okay, I will put it and tell you. What is the rate for your 25mm plate now?
ఆ ఓకే, నేను పెడతాను చెప్తాను. మీ 25mm ప్లేట్ రేట్ ఏముంది అండి ఇప్పుడు?
agent
40.2s
Ah, send the requirement, I will quote it.
ఆ రిక్వైర్మెంట్ పంపించండి నేను కోట్ చేస్తాను.
customer
42.8s
Ha, I will send it. It's 25mm, right? So check the inventory and send it.
హా పంపిస్తాను. 25mm కదా? సో ఒకసారి ఇన్వెంటరీ చూసి పంపించండి.
customer
45.2s
Do you have sharing issues now?
మీరు మీరు షేరింగ్ ఇష్యూస్ ఉన్నాయా అండి ఇప్పుడు?
agent
47.4s
Sharing sir... Sharing... they will come sir, a little... we can give the net, sir.
షేరింగ్ సార్... షేరింగ్... వస్తానై సార్ కొంచెం... నెట్ ఇవ్వగలుగుతాం సార్.
customer
50.2s
Not sharing, but you only give plates, right?
షేరింగ్ కాదు గానీ, ఓన్లీ ప్లేట్స్ ఇస్తారు కదా మీరు?
agent
52.0s
We give plates.
ప్లేట్స్ ఇస్తాం.
customer
52.8s
That is becoming the main problem. Okay, do you have base plates? For plates. 25mm, 20mm, 16mm plates, I will tell you. I will WhatsApp you once, please put the price for me.
అది మెయిన్ అదే ప్రాబ్లం అయిపోతుంది. సరే మీ దగ్గర బేస్ ప్లేట్స్ ఉన్నాయా? ప్లేట్స్ కోసం. 25mm, 20mm, 16mm ప్లేట్స్ మీకు చెప్తాను మీకు. ఒకసారి మీకు WhatsApp చేస్తాను కొంచెం ప్రైస్ పెట్టండి నాకది.
agent
59.2s
Send it.
పంపించండి.
customer
62.0s
Hey, look man.
హేయ్, చూడండి రా అయ్యా.