Call 21112178895600131 2026-09-09 · sudeeps · 1:12
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | No_requirement | full conversation 17 turns, clean transcript (0% inaudible) | Hindi | 17 | supply_led (campaign_name:medium) |
Audio: clear: The customer's speech is slightly fast and frustrated at times, but generally understandable.
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
0.04
confidence high · +1/−0
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 used the wrong customer name (Mukesh vs Manoj) and did not 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 provide a supply or price hook, instead jumping directly to a qualification question.
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; the conversation was immediately taken over by a customer complaint.
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
I'll WhatsApp you, you tell me the name on WhatsApp.
Summary
The agent attempted to open the call but was immediately met with a customer complaint about a previous, unanswered inquiry from another JSW One representative. The customer stated that the lack of response caused them to lose an order. The call ended with the agent agreeing to get the details of the complaint via WhatsApp to investigate further, without any discovery or pitching taking place.
Coaching
When a customer raises a past service failure, first acknowledge their frustration, then take ownership to solve it, and finally pivot back to the call's purpose.
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 | Hello. Mr. Mukesh from Nitin Steel Corporation? The agent used the wrong customer name (Mukesh vs Manoj) and did not ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not provide a supply or price hook, instead jumping directly to a qualification question. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
No discovery questions were asked; the conversation was immediately taken over by a customer complaint. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No discovery was performed, and no USPs were pitched. |
| SL5 Qualify | 2 | fail | – | 0.0 | Do you have any requirement in this right now, sir? Agent asked about a requirement but was derailed by a complaint and did not pursue qualification further. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | I'll WhatsApp you, you tell me the name on WhatsApp. The agent established a clear, committed next step to investigate the customer's complaint. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.517 | 16.9s | 15.8s | 39.3s | 3.2s | 273.4 | 0 | 9 | 8 | 4 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
0.9s
Hello. Mr. Mukesh from Nitin Steel Corporation?
हेलो। मिस्टर मुकेश फ्रॉम नितिन स्टील कॉर्पोरेशन?
customer
3.6s
This is Manoj ji speaking.
मनोज जी बोल रहा हूं।
agent
4.8s
Yes Mukesh ji, greetings. This is Sudhir speaking, from JSW One, Jindal Steel.
हां मुकेश जी, नमस्कार। सुधीर बोल रहा हूं, जेएसडब्ल्यू वन से, जिंदल स्टील।
customer
8.2s
Yes.
हां।
agent
8.6s
Yes, your company was registered on our portal, sir. I had called regarding steel procurement.
जी आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर हमारे। स्टील प्रोक्योरमेंट को लेके फोन किया था मैंने।
customer
12.0s
Yes.
हां।
agent
12.4s
Do you have any requirement in this right now, sir?
आपको अभी इसमें कुछ रिक्वायरमेंट है सर?
customer
14.2s
No, the person of yours whose number you gave me, I haven't received a reply from him yet.
नहीं उनको जो उनको आपका जो बंदा था मेरे को दिया उनका नंबर दिया था मेरे को अभी तक उनका जवाब ही नहीं आया।
agent
18.5s
Okay, what thing, I mean, with whom did you speak?
अच्छा, क्या चीज, मतलब किससे बात हुई थी आपकी?
customer
20.3s
The name, I'll tell you now... the number you send me... he didn't reply for four days, so what's the point... by the time your call comes, our orders are already gone.
नाम मैं आपको अभी आपका नंबर जो मेरे को भेजो इसको जवाब ही नहीं दिया चार दिन तक तो फिर क्या है उनका जब तक तो आपका फोन आता है तब तक तो हमारा ऑर्डर ही निकल जाते हैं।
agent
26.2s
Oh, has this happened before?
अच्छा, ऐसा हुआ है क्या पहले?
customer
27.5s
Yes, right now I can't remember the name, I'll call him... I'll tell you. I'll go to the office and call you.
हां, अभी मैं मेरे को नाम याद नहीं आ रहा उनको फोन, बताता हूं आपको। मैं ऑफिस में जाके फोन करता हूं आपको।
agent
31.6s
Yes okay, okay Mukesh ji. Okay.
हां ठीक है, ठीक है मुकेश जी। ओके।
customer
33.5s
What's your name?
क्या नाम आपका?
agent
34.5s
I'll WhatsApp you, you tell me the name on WhatsApp.
मैं आपको WhatsApp करता हूं, मेरे को नाम बताओ WhatsApp पे आप।
customer
37.0s
Yes.
हां।
agent
37.8s
Yes.
हां।