Call 21112178885297751 2026-09-08 · Aditya Pandey · 2:06
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | Interested | full conversation 34 turns, clean transcript (0% inaudible) | Hindi | 34 | supply_led (campaign_name:medium) |
Audio: noisy: There is significant background noise from other call center agents throughout the recording, which sometimes makes it hard to distinguish the primary speakers.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
2.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
1
/4 flags
material: E250 grade with UTS < 410
3 · Supply
US
spec_not_available
Customer requires E250 grade with a specific Ultimate Tensile Strength (UTS) below 410, and states that JSW's standard material previously failed this requirement.
4 · Sentiment
the CUSTOMER
-0.06
confidence high · +0/−2
from 2 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 did not ask for permission to speak, jumping directly into the reason for the call.
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 lead with a supply or price hook, instead referencing a past registration which is not the prescribed opener for this pitch type.
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 what the customer's business is, failing to cover any other discovery points like volume, suppliers, or payment terms.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
habit You did 76% of the talking. Ask a question and let them fill the silence - the requirement comes from them, not from you.
did well
Qualify
You need it in the same thickness that you shared last time, right?
Summary
The agent re-engaged a past lead who had a specific requirement for E250 grade steel with a UTS below 410, which JSW previously couldn't supply. The customer confirmed they still need this material in 10mm and 12mm thickness. The agent failed to perform discovery but did promise to check for availability of the specific material, ending the call without a firm next step.
Coaching
When a customer brings up a past technical failure, acknowledge it, but pivot back to full discovery to understand their business before trying to solve the single issue.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) 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 did not ask for permission to speak, jumping directly into the reason for the call. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not lead with a supply or price hook, instead referencing a past registration which is not the prescribed opener for this pitch type. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 |
Agent only asked what the customer's business is, failing to cover any other discovery points like volume, suppliers, or payment terms. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched; the conversation remained focused on a specific technical requirement from a past interaction. |
| SL5 Qualify | 2 | pass | – | 2.0 | You need it in the same thickness that you shared last time, right? Agent successfully qualified the customer's need by confirming the specific grade (E250 with low UTS) and thickness (10 & 12mm). |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The agent's closing statement "I'll check if I have it" was not a committed next step with a specific timeline. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.764 heavy | 74.6s | 23.0s | 28.4s | 43.5s | 151.2 | 0 | 18 | 14 | 12 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
unknown
2.5s
Hello.
unknown
3.3s
Hello.
customer
5.0s
Hello, yes, Bolven Ventures?
Hello, ha Bolven Ventures?
agent
7.0s
Hello, Bolven Ventures?
agent
9.3s
Uh hello.
agent
10.4s
Am I audible? Hello?
customer
12.5s
Hello?
agent
13.2s
Yes, yes, who who is this?
Haan ji, yes, who who is this?
customer
14.5s
Yes sir, are you speaking from Bolven Ventures?
Haan sir, Bolven Ventures se bol rahe hain?
agent
16.3s
Yes.
Haan ji.
agent
17.0s
Sir, hello. I am Aditya Pandey, I was calling from JSW One, an e-commerce portal for steel.
Sir, namaste. Main Aditya Pandey baat kar raha tha JSW One se, an e-commerce portal for steel.
customer
20.4s
Yes.
Haan.
agent
21.2s
Uh actually you were registered on our platform, uh, I mean in the month of April, and you had also shared some requirement on the platform.
Uh actually aap hamare platform pe register the uh matlab April month mein, aur aapne kuch requirement bhi share ki thi uh platform mein.
customer
25.5s
No, but nothing happened after that, sir. The grade that we wanted, you didn't have it. That's why we left it.
Nahi, lekin uske baad hua nahi kuch, sir. Jo grade humko chahiye tha na, woh tha nahi aapke paas. Isliye chhod diya.
agent
29.6s
Okay. Which grade did you want, sir, can you tell me once? Then I...
Achha. Aapko kaunsa grade chahiye tha sir, ek baar bata sakenge? Toh phir main...
customer
32.0s
You just look at the old data, man, what will I say again and again.
Woh aap purana data dekh lo na yaar, main baar baar kya bataunga.
agent
34.2s
You had asked for E250 grade at that time.
E250 grade hi chahiye tha vaise toh aapne maanga tha tabhi.
customer
36.3s
E250, but I wanted its ultimate to be below 410.
E250, lekin mujhe uska jo ultimate tha, woh 410 ke neeche chahiye tha.
customer
39.3s
What is called killed steel, yes.
Killed steel jisko bolte hai na, haan.
agent
40.9s
Yes yes, you wanted it below 410.
Haan haan, 410 ke neeche chahiye tha aapko.
customer
42.4s
Hmm.
customer
43.2s
Yours was coming as 475, 480, all of them.
Aapka 475, 480 aisa hi aa raha tha sabka.
agent
45.6s
Okay.
agent
46.4s
So you mean you have a specific UTS.
Toh aapka matlab ek specific UTS hai.
customer
48.3s
Yes, I have an upper limit for UTS. I don't want more than that.
Haan, UTS ka mera upper limit hai. Mereko usse zyada nahi chahiye.
agent
51.2s
Hmm hmm hmm.
agent
52.4s
So can you brief your business? What do you do? So I can work on it a little, I'll make a case study...
Toh aap apna business brief karte hain? Aap kya karte hain? Toh main thoda ispe work karke, main case study bana ke...
customer
56.0s
What?
Kya?
agent
56.5s
Can you brief your business, sir, can you do it? Like what work do you do? I mean in fabrication, in manufacturing?
Aap apna business brief karte hain sir, kar sakte hain? Ki aap kya work karte hain? Matlab fabrication mein, manufacturing mein?
customer
100.2s
We need plates, friend, we need plates, so machinability is our criteria.
Humko plates lagti hai dost, plates lagti hai, toh machinability hamara criteria hai.
agent
103.6s
Okay.
agent
104.3s
Alright sir, okay, got it. Uh, I'll check if I have this available. You need it in the same thickness that you shared last time, right?
Theek hai sir, okay, got it. Uh, main check kar leta hoon agar mere paas yeh available hai. Yeh same thickness mein chahiye na aapko jo aapne last time share kiya tha?
customer
108.5s
Yes, 10 and 12.
Haan, 10 aur 12.
agent
109.4s
10 and 12, right? Okay, I'll check if I have it in the same.
10 aur 12 na? Theek hai, main check kar leta hoon agar mere paas same mein hai.