Call 21112178904272411 2026-09-10 · Ronak Mehta · 6:18
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| MSME_IS_India_ProductOpps_PROG_261225 | General Enquiry | full conversation 64 turns, clean transcript (0% inaudible) | Hindi | 64 | customer_led (campaign_name:medium) |
Audio: clear: The audio quality is good with minimal background noise.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
6.5/10
short or unclear
USP relevance:
matched
2 · Customer quality
the LEAD we handed over
1
/4 flags
segment: trader
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
+0.32
confidence high · +19/−5
from 36 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
Closure with price & timeline
Agent could not provide a price as specs were not firm, but also failed to state a specific timeline for the price revert once the customer sends the details.
How ankit mistry did it on a
10.0/10 call —
0.7 would be something around 74. 74.5. In which my cutting, loading, and with pallet packaging, my pricing is included.
−1.5 pts
Revalidate every field
Agent attempted to revalidate product, thickness, location, and timeline, but the customer stated the submitted requirement was only for a rate check.
How ankit mistry did it on a
10.0/10 call —
you just share the exact dimensions and quantity, and where the delivery is in Surat, the full delivery address with pincode.
did well
Opener acknowledges platform submission
Yes sir, I just got your details in the system right now, so that's why I am connecting with you.
Discovery (5 Qs, woven naturally)
tell me, what do you do? What is your...? ... in CR sheets, what is your requirement in tonnes, monthly? ... in which makes do you buy the material?
Summary
The customer, a large steel trader from Faridabad/Gurgaon, used the app to check prices but has different, larger requirements. The agent performed good discovery, establishing the customer's monthly volume (>100MT) and multi-brand needs (JSW, Tata, SAIL). The call ended with the customer agreeing to send specific requirements via WhatsApp for a quote the next day.
Coaching
When a customer agrees to send specs for a quote, commit to a specific turnaround time for the price, like 'I'll have a price for you within two hours,' to create urgency and manage expectations.
Missed:
CL2 Revalidate every field CL4 Closure with price & timeline
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| CL1 Opener acknowledges platform submission | 2 | pass | – | 2.0 | Yes sir, I just got your details in the system right now, so that's why I am connecting with you. Agent immediately referenced the customer's recent submission on the platform. |
| CL2 Revalidate every field | 3 | partial | 4 | 1.5 | I can see that you were searching for something like 0.7... twelve hundred. Agent attempted to revalidate product, thickness, location, and timeline, but the customer stated the submitted requirement was only for a rate check. |
| CL3 Discovery (5 Qs, woven naturally) | 2 | full | 4 | 2.0 | tell me, what do you do? What is your...? ... in CR sheets, what is your requirement in tonnes, monthly? ... in which makes do you buy the material? Agent successfully covered end use, monthly tonnage, current brands, and payment terms (raised by customer) during the conversation. |
| CL4 Closure with price & timeline | 2 | fail | – | 0.0 |
Agent could not provide a price as specs were not firm, but also failed to state a specific timeline for the price revert once the customer sends the details. |
| CL5 No unnecessary re-pitching | 1 | pass | – | 1.0 | that's why I asked you which material you take, like Tata, SAIL. These are also onboarded with us because specific places have specific requirements. Agent correctly reinforced a relevant platform advantage (multi-brand availability) based on discovery, rather than re-pitching the whole portfolio. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| why_call_used_app | handled | So I thought maybe the price would come on the app itself. But one has to talk to you people for pricing. |
Yes, yes, because everyday pricings are changing. The market has become volatile, right? The rates keep increasing. |
| send_price_will_think | handled | We will check the price with you two or three rounds. Okay? Look, being honest is the best thing, right? |
what happened was that we matched and gave them the pricings. After talking, because the quantity was good. Okay? So it's like we work on live... live markets, we work on MOP. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.609 | 146.9s | 94.3s | 136.8s | 45.5s | 239.3 | 0 | 32 | 32 | 17 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
2.5s
Hello
हेलो
agent
3.3s
Uh Mukul ji, good evening. Raunak is speaking from here, from JSW One.
अह मुकुल जी गुड इवनिंग रौनक यहां से बात कर रहा हूं JSW One से
customer
6.4s
Yes sir, yes. I just saw the app.
हांजी सर हांजी मैंने अभी अभी ऐप देखा था
agent
8.2s
Yes sir, I just got your details in the system right now, so that's why I am connecting with you.
जी सर मुझे वही अभी आपका डिटेल्स मुझे जस्ट अभी सिस्टम में आया तो इसलिए मैं कनेक्ट कर रहा हूं आपसे
customer
11.7s
Yes, so we needed CR sheets. Well, we need them every month.
हां तो CR की शीट्स चाहिए थी हमें तो खैर हर महीने ही चाहिए होती हैं
agent
14.8s
So, great, okay.
तो ग्रेट ओके
customer
16.2s
So we need them every month. I basically wrote 'submit' to get the price. So I thought maybe the price would come on the app itself. But one has to talk to you people for pricing.
तो हमें हर महीने चाहिए होती है मैं बेसिकली सबमिट लिखा था कि सबमिट टू गेट द प्राइस तो मुझे लगा शायद प्राइस ऐप पे ही आएगा बट प्राइसिंग के लिए आप लोगों से बात करनी पड़ती है
agent
22.2s
Yes, yes, because everyday pricings are changing. The market has become volatile, right? The rates keep increasing.
यस यस क्योंकि एवरीडे प्राइसिंग्स आर चेंजिंग वोलेटाइल हो गया है मार्केट ना रेट्स बढ़ ही रही है
customer
25.9s
Okay, so location, all these things, freight, all these charges have to be done. So can we get a dedicated manager or someone whom we can call directly? Or will it be every time...
ओके तो लोकेशन सब चीजें फ्रेट सब चार्जेस करने पड़ते हैं तो इसमें कोई डेडिकेटेड मैनेजर मैनेजर मिल सकता है जिसको हम डायरेक्टली कॉल कर सकें या फिर हर बार
agent
31.4s
No, I am the one. I am the one, that's why I am contacting you, sir.
नहीं मैं ही हूं मैं ही हूं इसलिए आपको कांटेक्ट कर रहा हूं सर
customer
33.8s
Oh, so I can save your number.
अच्छा मतलब आपका नंबर सेव कर सकता हूं मैं
agent
35.4s
Yes, you can save my number. I will ping you. I will also send you my card. Okay? So tell me, what do you do? What is your...?
यस यू कैन सेव माय नंबर मैं आपको पिंग करूंगा आपको कार्ड भी भेजूंगा मेरा ओके तो मुझे बताइए आप करते क्या है आपका क्या है
customer
39.8s
We have a trading business. Steel trading business. We are traders in Faridabad and in Gurgaon as well.
हमारा ट्रेडिंग बिजनेस है स्टील ट्रेडिंग बिजनेस है हम ट्रेडर्स हैं फरीदाबाद में और गुड़गांव में भी
agent
44.2s
Faridabad and Gurgaon, right? Okay.
फरीदाबाद एंड गुड़गांव में है ना ठीक है
customer
45.8s
Yes, yes.
हांजी हांजी
agent
46.7s
Okay. And in CR sheets, what is your requirement in tonnes, monthly?
ओके और सीआर शीट्स में आपका कितने टन का रिक्वायरमेंट रहता है मंथली का
customer
49.8s
It's over a hundred.
सौ से ऊपर ही रहता है
agent
52.2s
Okay.
ओके
customer
53.2s
Yes.
हां
agent
53.7s
And in which makes do you buy the material?
और कौनसे कौनसे मेक में लेते हो आप मटेरियल
customer
56.6s
We take JSW, we take Tata, we take SAIL.
जेएसडब्ल्यू लेते हैं टाटा लेते हैं सेल लेते हैं
agent
59.3s
Oh. Yes. Understood, understood. And how much... the one you are planning now... I can see that you were searching for something like 0.7... twelve hundred.
अच्छा हां अंडरस्टुड अंडरस्टुड और कितना आपको अभी जो भी प्लान कर रहे हैं मुझे दिख रहा है मुझे पॉइंट सेवन आप कुछ सर्च कर रहे थे बारह सौ
customer
104.8s
Yes, we were doing 0.7 thickness CR, yes.
हां पॉइंट सेवन थिकनेस की सीआर कर रहे थे हां
agent
106.8s
Okay. So you need this very thickness right now? Is the requirement urgent or how is it?
ओके तो यही यही थिकनेस में अभी आपको चाहिए रिक्वायरमेंट अभी अर्जेंटली है कैसा है
customer
109.2s
Right now... yes... right now, basically, what happened is, I did this just to check the normal rate. My specific requirements are different... uh... which I can send to you.
अभी हां अभी बेसिकली क्या है ना ये तो मैंने वैसे किया था नॉर्मल रेट चेक करने के लिए रिक्वायरमेंट मेरी स्पेसिफिक अलग-अलग हैं अह जो कि मैं आपको भेज सकता हूं
agent
116.4s
Okay. And how is it? Is it a party purchase? Is it by a certain date, or how will it be, basically?
ओके और ये कैसा आपका पार्टी परचेस रहता है कौनसे डेट डेट वाइज रहता है या कैसा रहेगा आपका बेसिकली
customer
119.8s
Look sir, it's according to the requirement. As the customer asks, we buy accordingly.
देखो सर रिक्वायरमेंट के हिसाब से है कस्टमर जैसे मांगता है उसके हिसाब से हम लोग खरीदते हैं
agent
123.2s
Understood. Because that's the best way. So that we also don't have an issue in quoting. Your current requirement, right? The dimensions, you ping me on WhatsApp. I am sending you the card on WhatsApp.
अंडरस्टुड क्योंकि वही बेस्ट रहता है लेकिन हमें भी कोट करने में इशू ना हो आपका जो करंट रिक्वायरमेंट है ना एक डायमेंशन आप मुझे व्हाट्सएप पे पिंग कीजिए मैं आपको व्हाट्सएप पे कार्ड भेज रहा हूं
customer
129.2s
Okay, you send me your card, I will send you the requirement.
ठीक है आप मुझे अपना कार्ड भेज दीजिए मैं आपको रिक्वायरमेंट भेज दूंगा
agent
131.2s
Yes, yes, you...
यस यस यू
customer
131.9s
We will check the price with you two or three rounds. Okay? Look, being honest is the best thing, right? There is an advance system. You know, you agree to that.
दो तीन राउंड हम आपसे प्राइस चेक करेंगे ठीक है देखो बीइंग ऑनेस्ट इज द बेस्ट थिंग राइट दो एडवांस का है सिस्टम यू नो यू अग्री टू दैट
agent
135.8s
Yes, we have an advance system.
यस वी हैव एडवांस सिस्टम
customer
137.2s
So we don't have any problems with that. We will check the prices two or three times. You won't be wasting your time, okay? After that, we will place our direct order with you then.
सो वी डोंट हैव एनी प्रॉब्लम्स विद दैट वी विल चेक द प्राइसेस टू और थ्री टाइम्स यू वोंट बी वेस्टिंग योर टाइम ठीक है उसके बाद हम अपना डायरेक्ट ऑर्डर प्लेस करेंगे फिर आपसे
agent
142.8s
Okay. And second thing is that, since... that's why I asked you which material you take, like Tata, SAIL. These are also onboarded with us because specific places have specific requirements.
ओके एंड सेकंड ऐसा है कि सिंस दैट्स व्हाई मैंने आपको पूछा कि कौनसा मटेरियल लेते हैं जैसे टाटा सेल दीज आर आल्सो ऑन बोर्डेड विद अस बिकॉज़ स्पेसिफिक जगहों की स्पेसिफिक रिक्वायरमेंट है
customer
148.2s
Meaning, everything will be available.
सब मिल जाएगा मतलब
agent
148.8s
Yes. So you won't need to go and fetch in the market outside. You need it, hey, I just need a specific one, I only take SAIL. Look at this.
यस तो आपको बाहर मार्केट में जाके फेच करने की जरूरत नहीं रहेगी आपको चाहिए भाई बस स्पेसिफिक चाहिए मैं सेल ही लेता हूं देखो ये
customer
153.2s
Sir, look... just now we were talking about steel, that the rates are increasing. So you know that this... the voice recognition, it caught it and showed me the JSW app. I downloaded it while sitting here. So basically, what it is, is that we will compare the rates two to three times, and our work is such that we take it on advance anyway, so what's the problem for us? If we get a good deal, we'll talk to each other for two minutes.
सर देखो अभी तो अभी तो हम स्टील की बात कर रहे थे कि रेट बढ़े जा रहा है तो आपको तो पता है कि इसने जो वॉइस रिकग्निशन होता है उसने पकड़ के जेएसडब्ल्यू का ऐप दिखा दिया मुझे मैंने बैठे-बैठे डाउनलोड कर लिया तो बेसिकली क्या है कि वी विल कंपेयर द रेट्स टू टू थ्री टाइम्स और हमारा तो काम ही है कि हम एडवांस में ही लेते हैं तो हमें क्या दिक्कत है ठीक-ठाक मिलेगा दो मिनट का आपस में बात कर लेंगे
agent
164.2s
Exactly, exactly. So if you have any specific... I can punch... accept the requirement, meaning if you need a specific make, I can cater to that as well. Otherwise, JSW is our first priority anyway. JSW make.
एक्जेक्टली एक्जेक्टली तो आपको कोई स्पेसिफिक रहेगा मैं पंच भी एक्सेप्ट रिक्वायरमेंट रहेगा कि मीन्स आपको कोई स्पेसिफिक मेक में चाहिए तो वो भी मैं आपको केटर कर सकता हूं बाकी जेएसडब्ल्यू तो हमारा फर्स्ट प्रायोरिटी रहता ही है जेएसडब्ल्यू मेक
customer
171.2s
Okay, I understood that, I understood, Raunak ji. Hey, Raunak ji, are you speaking from Santacruz?
ठीक वो मैं समझ गया समझ गया रौनक जी अरे रौनक जी आप सैंटाक्रूज से बोल रहे हो क्या
agent
175.2s
Yes, from Mumbai BKC.
यस फ्रॉम मुंबई बीकेसी से
customer
177.2s
You are speaking from BKC, okay. I have a hospital there too, in Santacruz.
बीकेसी से बोल रहे हो अच्छा मेरा हॉस्पिटल भी है वहां पे सैंटाक्रूज में
agent
179.8s
In Santacruz, where is it?
सैंटाक्रूज में कहां पर है
customer
181.2s
In Santacruz, there is a... Rizvi Park, right?
सैंटाक्रूज में एक वो है ना रिजवी पार्क करके
agent
183.2s
Rizvi Park, I know.
रिजवी पार्क आई नो
customer
183.8s
It's at the corner of Milan Subway.
मिलन मिलन सबवे के कॉर्नर पे है
agent
184.8s
Life Line.
लाइफ लाइन
customer
185.4s
It's in BKC itself.
बीकेसी में ही है
agent
185.8s
Correct.
करेक्ट
customer
186.2s
Yes, Life Line Hospital is there. My wife runs it.
हां लाइफ लाइन हॉस्पिटल है वहां पे वो वाइफ चलाती है हमारी
agent
189.2s
Correct.
करेक्ट
customer
189.6s
So, nice, nice.
तो नाइस नाइस
agent
190.8s
Yes.
हां
customer
191.2s
Well, it was good. I got connected with you. When I come to Mumbai, we'll keep meeting. Right now, we are operating in Delhi. Okay? So we'll keep talking about the rates. And we will take the rate two-three times, to be very honest. We will compare. If it turns out to be good after comparing, we will start buying. Okay?
चलिए अच्छा रहा आप आपसे कनेक्शन हो गया मुंबई आते रहेंगे तो मिलते रहेंगे अभी तो हम दिल्ली में चला रहे हैं ठीक है तो रेट की बात करते रहेंगे और दो-तीन बार रेट लेंगे टू बी वेरी ऑनेस्ट कंपेयर करेंगे कंपेयर करके ठीक निकला तो हम लेने शुरू कर देंगे ठीक है
agent
200.2s
Okay. And it seems to you that, see what happens is, the pricing of every region goes up and down. Because what is happening in the distribution channel now... since last week, in the distribution channel, the ones who have kept stock... so in their and our live prices, there was a gap of about one to one and a half rupees, I got... responses were coming from everyone. But what happened was that we matched and gave them the pricings. After talking, because the quantity was good. Okay? So it's like we work on live... live markets, we work on MOP. Okay?
ठीक है और आपको लगता है कि देखो कैसा होता है एवरी रीजन का जो प्राइसिंग है अब अप डाउन होता है क्योंकि अभी डिस्ट्रीब्यूशन चैनल में क्या हो रहा है पिछले हफ्ते से डिस्ट्रीब्यूशन चैनल में जो स्टॉकिस्ट करके रखे रहेंगे तो उनके और हमारे लाइव प्राइसेस में लगभग एक डेढ़ रुपए का मुझे आया था गैप सबसे रिस्पांस आ रहे थे बट क्या हुआ कि हमने उनको मैच करके दे दिए प्राइसिंग्स बात करके क्वांटिटी अच्छी थी तो ओके तो वो कैसा है कि हम लाइव लाइव मार्केट्स पे काम करते हैं एमओपी पे काम करते हैं ओके
customer
217.2s
Understood. So is there any live market where one can track the rate? Is there any such app? There isn't, right?
समझ गया तो ऐसा कोई लाइव मार्केट होता है जिसमें रेट ट्रैक कर सकें ऐसा कोई ऐप होता है जिसमें रेट नहीं होता ना
agent
220.2s
No, no, there isn't anything like that. But this is when you... market conditions exist. Now what happens is, it was also coming to my knowledge that people are also giving it mixed. To average the price.
नहीं नहीं ऐसा नहीं ऐसा तो नहीं होता है बट ये है कि जब आप मार्केट कंडीशंस होती है अभी क्या होता है कि अभी ये भी जानने में आ रहा था कि लोग मिक्स करके भी दे रहे हैं प्राइस एवरेज करने के लिए
customer
227.2s
Oh, okay, okay.
अच्छा अच्छा अच्छा
agent
228.2s
Okay. So, so generally customers talk to us that we want a premium make only, pure JSW. So it was also visible there that it is one to one and a half rupees more. Customers were also ready to pay for it because they know that it's not a mixed make, they will get pure premium material. Prime material will be available, of JSW itself.
ओके तो तो जनरली कस्टमर हमसे बात करते हैं कि हमको प्रीमियम मेक ही चाहिए प्योर जेएसडब्ल्यू तो वहां पे दिख भी रहा था कि एक डेढ़ रुपया ज्यादा है कस्टमर रेडी भी थे पे करने के लिए क्योंकि उनको पता है कि मिक्स मेक नहीं है प्योर प्रीमियम माल मिलने वाला है प्राइम माल मिलेगा जेएसडब्ल्यू का ही
customer
240.2s
Okay, that's... the company is one, so that's... yes.
ठीक है वो तो कंपनी एक ही है वो तो हां
agent
242.2s
Yes, yes. So they are doing that in the market as well. So, okay, that is their choice. But...
हां यस तो वैसे भी कर रहे हैं मार्केट में तो ठीक दैट इज देयर चॉइस बट
customer
245.8s
We will discuss that. We have that much experience, sir. We'll talk. I will call you tomorrow. I will message you tomorrow with the details, okay?
वो हम डिस्कस कर लेंगे वो उतना एक्सपीरियंस है सर बात कर लेंगे मैं आपको कल फोन करता हूं कल मैसेज करता हूं डिटेल्स के साथ ठीक है
agent
249.8s
Done, done. I have pinged you the card, okay?
डन डन मैंने आपको पिंग कर दिया है कार्ड ओके
customer
251.2s
I got it, I got it. Thank you.
मिल गया मिल गया मुझे थैंक यू
agent
253.2s
Yeah, nice to...
या नाइस टू