Call 21112178903776971 2026-09-10 · Kartikey Chauhan · 1:06
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | General Enquiry | full conversation 10 turns, clean transcript (0% inaudible) | Hindi | 10 | supply_led (campaign_name:medium) |
Audio: clear: Some call center background noise is audible on the agent's side, but it does not affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
no conversation
USP relevance:
matched
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
-0.26
confidence high · +0/−2
from 3 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
Agent did not ask for permission to speak, jumping directly into a requirement question after the greeting.
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 deliver a supply or price hook, instead opening with a qualifying 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)
Agent asked one reactive question about a past issue but did not attempt any of the 6 core discovery questions.
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
Sir, we purchase from the market itself. It doesn't work out with you... You guys take a lot of time.
did well
Pitch (2-3 USPs)
No sir, we don't take time. I have the stock right in front of me, the rate is here.
Qualify
will there be any requirement for our steel right now?
Summary
The agent contacted a manufacturing customer to inquire about steel requirements. The customer immediately objected, citing previous bad experiences with long response times from JSW, and stated they prefer buying from the market. The agent countered that stock was immediately available, but the customer was not interested and the call ended without a next step.
Coaching
When a customer brings up a past negative experience, first acknowledge their frustration before countering with facts; this helps rebuild trust before you try to solve the problem.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) 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 |
Agent did not ask for permission to speak, jumping directly into a requirement question after the greeting. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not deliver a supply or price hook, instead opening with a qualifying question. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
Agent asked one reactive question about a past issue but did not attempt any of the 6 core discovery questions. |
| SL4 Pitch (2-3 USPs) | 1 | pass | – | 1.0 | No sir, we don't take time. I have the stock right in front of me, the rate is here. Agent correctly pitched stock availability in response to the customer's objection about long lead times. |
| SL5 Qualify | 2 | pass | – | 2.0 | will there be any requirement for our steel right now? Agent successfully asked if a current requirement existed, which the customer confirmed they did not have. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The call ended with "Okay sir, alright sir" without any attempt to establish a next step. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | Sir, we purchase from the market itself. It doesn't work out with you... You guys take a lot of time. |
No sir, we don't take time. I have the stock right in front of me, the rate is here. If you say so, I can take the order right now. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.502 | 16.0s | 15.9s | 34.1s | 4.2s | 307.5 | 0 | 5 | 5 | 3 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.8s
Hello
हॅलो
agent
1.7s
Hello, hello, yes ji, yes sir good evening, this is Kartik speaking from JSW One.
हॅलो, हॅलो, हां जी, हां जी सर गुड इवनिंग, कार्तिक की बात कर रहा था JSW One से।
customer
5.9s
Yes.
हां जी।
agent
6.4s
With you, sir, in this Dyan Enterprises, will there be any requirement for our steel right now?
आपके साथ, सर ये Dyan Enterprises में अभी कुछ रिक्वायरमेंट रहेगा अपना स्टील में?
customer
10.5s
Sir, we purchase from the market itself. It doesn't work out with you.
सर मार्केट से ही परचेस करते हैं। आपके साथ में ना जम नहीं पाता है हमारा।
agent
13.8s
Okay sir, why doesn't it work out? Is pricing the issue or what is the arrangement?
अच्छा सर, क्यों जम क्यों नहीं पाता? प्राइसिंग है दिक्कत या फिर क्या व्यवस्था है?
customer
16.6s
You guys take a lot of time. Whenever we have shared an inquiry before, you take a lot of time. One or two days just go by in talking like this. In one or two days, the material arrives, gets made, and is gone.
आपके पास में टाइम बड़ा ले लेते हैं। जब भी इससे पहले जब भी इंक्वायरी शेयर करी है ना, आपके पास में टाइम ही बड़ा लेते हो। एक दिन दो दिन तो ऐसे बातों में घूम जाते हैं। एक दो दिन में तो माल आ जाता है बन के चला जाता है।
agent
24.8s
No sir, we don't take time. I have the stock right in front of me, the rate is here. If you say so, I can take the order right now.
नहीं सर टाइम तो नहीं लेते अपना अभी स्टॉक पड़ा है मेरे सामने, रेट पड़ा है। आप बताओ तो अभी ऑर्डर ले लूं।
customer
29.1s
No, no, not right now. When there is a need, when it happens, you take a lot of time, so we deal with the market.
नहीं नहीं अभी नहीं। जब होगा, जब होता है जब आप बड़ा टाइम लेते हैं तो मार्केट से डील करते हैं।
agent
33.3s
Okay sir, alright sir.
अच्छा सर, ठीक है सर।