21112178903311541 · Call

Call 21112178903311541 2026-09-10 · soumya · 1:47

Campaign	Disposition	Could we hear it?	Language	Turns	Pitch type
IS_MFG_HR_HRPO_Sep26	General Enquiry	full conversation 30 turns, clean transcript (3% inaudible)	Kannada	30	supply_led (campaign_name:medium)

Audio: clear: The audio is clear for most of the call, with some minor background noise towards the end.

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

none

4 · Sentiment

the CUSTOMER

+0.35

confidence high · +6/−1 from 5 hits
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 Agent identified themself and the customer but 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) Agent did not provide a supply or price hook, instead asking generically if the customer had an enquiry.

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 asked no discovery questions; the customer took control of the call and stated their requirement directly.

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

You already took an enquiry and you don't do anything correctly. You just do it for the sake of it and then leave it, forget it.

did well

Closure with next step

I will send you a WhatsApp message. In that, send me whichever dimension you need. I will send you the price based on that.

Summary

The customer began by expressing frustration with a previous poor service experience with JSW One. They then immediately took control, asking for prices on two specific CR coil dimensions. The agent did not follow the pitch structure but did agree to a next step of sending a quote via WhatsApp.

Coaching

When a customer shares a past negative experience, acknowledge their frustration first before moving on, as this helps rebuild trust.

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 identified themself and the customer but did not ask for permission to speak.
SL2 Hook (supply/price signal)	2	fail	–	0.0	Agent did not provide a supply or price hook, instead asking generically if the customer had an enquiry.
SL3 Discovery (6 Qs)	2	fail	0	0.0	Agent asked no discovery questions; the customer took control of the call and stated their requirement directly.
SL4 Pitch (2-3 USPs)	1	fail	–	0.0	No USPs were pitched; the conversation went directly to the customer's specific requirement.
SL5 Qualify	2	fail	–	0.0	The customer volunteered their requirement; the agent did not ask for it or capture all necessary details like quantity, grade, or location.
SL6 Closure with next step	1	pass	–	1.0	I will send you a WhatsApp message. In that, send me whichever dimension you need. I will send you the price based on that. Agent established a clear next step of sending a quote via WhatsApp, which the customer agreed to.

Objections supplementary — never inside the /10

Type	State	Customer said	Rep replied
incumbent_supplier	mishandled	You already took an enquiry and you don't do anything correctly. You just do it for the sake of it and then leave it, forget it.	Who did you speak with before, sir?

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
0.577	25.4s	18.6s	63.0s	4.9s	311.8	0	15	15	9

Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)

customer

0.2s

Yeah.

agent

1.2s

Hello?

customer

1.8s

Hm.

agent

2.5s

May I speak to Mr. Sarvai Kumar?

customer

4.4s

Hm.

agent

6.0s

Hello?

customer

6.8s

Tell me.

ಹೇಳಿ.

agent

8.0s

Yes sir, I am calling from the JSW One platform.

ಹಾ ಸರ್, ಇದು JSW One ಪ್ಲಾಟ್ಫಾರ್ಮ್ ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ ನಾನು.

customer

10.6s

Hm.

agent

11.5s

You have a manufacturing business, right? So do you purchase HRCR material?

ನಿಮ್ದು ಮ್ಯಾನುಫ್ಯಾಕ್ಚರಿಂಗ್ ಇದೆ ಅಲ್ಲ, ಸೊ HRCR ಮೆಟೀರಿಯಲ್ ಪರ್ಚೇಸ್ ಮಾಡ್ತೀರಾ ನೀವು?

customer

14.9s

Hm.

agent

15.8s

What material do you take, sir?

ಏನ್ ಮೆಟೀರಿಯಲ್ ತಗೋತೀರಾ ಸರ್?

customer

17.3s

For what purpose, madam?

ಏನ್ ಗೋಸ್ಕರ ಮೇಡಂ?

agent

18.3s

That's it, I called to ask if you have an enquiry.

ಅದೇ, ಎನ್ಕ್ವೈರಿ ಇದೆಯಾ ಅಂತ ಕೇಳೋದಕ್ಕೆ ಫೋನ್ ಮಾಡಿದೆ.

customer

20.2s

You already took an enquiry and you don't do anything correctly. You just do it for the sake of it and then leave it, forget it.

ನೀವು ಆಲ್ರೆಡಿ ಎನ್ಕ್ವೈರಿ ಕೊಟ್ಟು ನೀವೇನು ಕರೆಕ್ಟಾಗಿ ಮಾಡಲ್ಲ ಅಮ್ಮ. ಸುಮ್ನೆ ಮಾಡ್ತೀರಾ ಸುಮ್ನೆ ಬಿಡ್ತೀರಾ ಬಿಡಿ.

agent

24.2s

Who did you speak with before, sir?

ಯಾರ ಹತ್ರ ಮಾತಾಡಿದ್ರಿ ಸರ್ ಮುಂಚೆ?

customer

25.8s

CR 5 by 10 2 mm, what is the price?

CR 5 by 10 2 mm ಏನಿದೆ ಪ್ರೈಸ್?

agent

27.8s

Which one?

ಯಾವುದು?

customer

28.4s

CR 5 by 10 2 mm.

agent

29.7s

5 by 10 2 mm. Oh, one minute.

5 by 10 2 mm. ಓಹ್, ಒಂದ್ ನಿಮಿಷ.

agent

31.8s

I have ex-yard prices with me.

ಎಕ್ಸ್-ಯಾರ್ಡ್ ಪ್ರೈಸಸ್ ಇದೆ ನನ್ನ ಹತ್ರ.

customer

33.4s

Huh?

ಹಾ?

agent

33.9s

I have the ex-yard price with me, I'll tell you in a minute.

ಎಕ್ಸ್-ಯಾರ್ಡ್ ಪ್ರೈಸ್ ಇದೆ ನನ್ನ ಹತ್ರ, ಹೇಳ್ತೀನಿ ಒಂದ್ ನಿಮಿಷ.

customer

35.6s

I didn't understand.

ಅರ್ಥ ಆಗಿಲ್ಲ.

agent

36.6s

Sir, I have the ex-yard prices with me, I'll tell you in a minute.

ಸರ್ ಎಕ್ಸ್-ಯಾರ್ಡ್ ಪ್ರೈಸಸ್ ಇದೆ ನನ್ನ ಹತ್ರ, ಹೇಳ್ತೀನಿ ಒಂದ್ ನಿಮಿಷ.

customer

39.2s

Hm. And I need another one, 2200 into 920 into 2.5.

ಹ್ಮ್. ಮತ್ತೆ ಇನ್ನೊಂದು ಬೇಕು ನನಗೆ 2200 into 920 into 2.5.

agent

42.1s

Sir, shall I do one thing? I will send you a WhatsApp message. In that, send me whichever dimension you need. I will send you the price based on that.

ಸರ್ ಒಂದ್ ಕೆಲಸ ಮಾಡ್ಲಾ, ನಿಮ್ಗೊಂದು WhatsApp ಮೆಸೇಜ್ ಕಳಿಸ್ತೀನಿ. ಅದ್ರಲ್ಲಿ ನಿಮ್ಗೆ ಯಾವುದೇ ಡೈಮೆನ್ಶನ್ ಬೇಕು ಅಂತ ಕಳ್ಸಿ. ನಾನ್ ನಿಮ್ಗೆ ಅದ್ರ ಮೇಲೆ ಪ್ರೈಸ್ ಕಳಿಸ್ಬಿಡ್ತೀನಿ.

customer

47.1s

Okay. Send 'hi' on WhatsApp.

ಆಯ್ತು. WhatsApp ಅಲ್ಲಿ ಹಾಯ್ ಅಂತ ಕಳ್ಸಿ.

agent

48.6s

Okay.

ಆಯ್ತು.

customer

49.2s

[inaudible]