Call 21112178910292361 2026-09-11 · Rohit Mishra · 1:45
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| MSME_IS_PANIndia_NewReg_260526 | General Enquiry | full conversation 33 turns, clean transcript (0% inaudible) | Hindi | 33 | new_registration (campaign_name:high) |
Audio: clear: There is some minor background chatter but it does not interfere with the main conversation.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
1.5/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
1
/4 flags
segment: trader
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
+0.31
confidence high · +3/−0
from 7 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
−3.0 pts
Full discovery (8 Qs)
Agent only asked about business type (1/8) before the customer's query about being a seller derailed the discovery process.
How Sajal Bhaskar did it on a
10.0/10 call —
[Customer:] ESP सर्विसेस... [Rep:] आप कौन सा ब्रांड में लेते हो शीट्स जनरली?... [Customer:] चार से पांच टन चाहिए मुझे मिनिमम... [Rep:] Payment sir, 100% advance.
−2.0 pts
First opportunity identified
Although the agent asked for a requirement, they did not drive to an outcome (spec capture or callback) after the customer changed the topic.
How Sajal Bhaskar did it on a
10.0/10 call —
I will call you tomorrow afternoon after 12 or 1 o'clock.
−2.0 pts
Closure - one of three outcomes
The call ended with a weak, non-committal 'if there's anything, let me know,' which is not one of the three required closure outcomes.
How Sajal Bhaskar did it on a
10.0/10 call —
[Customer:] मैं आपको कल दोपहर बारह एक बजे के बाद फोन करता हूं। चलेगा? [Agent:] हां चलेगा, चलेगा।
did well
Warm welcome opener
You had registered on our application JSW One MSME yesterday.
Summary
The customer, a trader, registered to investigate becoming a seller on the platform, not a buyer. The agent answered the customer's query about the seller onboarding process but failed to pivot back to the discovery script to explore any potential buying needs. The call ended without a clear next step.
Coaching
When a customer asks a process question, answer it concisely and then pivot back to the discovery script to understand their buying needs. You lost control of this call by not returning to your objective after answering their 'seller' query.
Missed:
NR2 Verify basic profile (4 Qs) NR3 Full discovery (8 Qs) NR4 Platform education NR5 First opportunity identified NR6 Closure - one of three outcomes
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| NR1 Warm welcome opener | 1 | pass | – | 1.0 | You had registered on our application JSW One MSME yesterday. The agent correctly referenced the customer's recent registration, setting a clear context for the call. |
| NR2 Verify basic profile (4 Qs) | 1 | partial | 2 | 0.5 | what is your name? ... And which location are you based at? Agent asked for name/company and location (2/4), but not procurement involvement or contact details. |
| NR3 Full discovery (8 Qs) | 3 | fail | 1 | 0.0 |
Agent only asked about business type (1/8) before the customer's query about being a seller derailed the discovery process. |
| NR4 Platform education | 1 | fail | – | 0.0 |
Agent did not explain any of the platform's buying features (pricing, TC, stock); the conversation was only about the process to become a seller. |
| NR5 First opportunity identified | 2 | fail | – | 0.0 |
Although the agent asked for a requirement, they did not drive to an outcome (spec capture or callback) after the customer changed the topic. |
| NR6 Closure - one of three outcomes | 2 | fail | – | 0.0 |
The call ended with a weak, non-committal 'if there's anything, let me know,' which is not one of the three required closure outcomes. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.691 | 29.3s | 13.1s | 62.6s | 4.2s | 274.4 | 0 | 18 | 15 | 8 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
1.8s
Hello
हेलो
customer
2.6s
Hello
हेलो
agent
3.3s
Yes sir ji.
हां सर जी।
customer
4.2s
Am I speaking with Shamshad Khan?
शमशाद खान बात कर रहे हैं?
agent
5.9s
Yes.
हां।
agent
6.8s
Yes, hello, this is Rohit Mishra speaking from JSW.
जी नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW से।
agent
9.1s
This Simson Tubes is your company, right?
ये Simson Tubes से आपकी कंपनी है, right?
customer
11.7s
Where are you calling from?
ये कहां से बात कर रहे हैं आप?
agent
13.1s
From JSW, Mumbai.
JSW से, मुंबई।
customer
14.7s
Yes, tell me.
हां बोलिए।
agent
15.5s
You had registered on our application JSW One MSME yesterday.
आपने हमारे application JSW One MSME पे register किया था कल।
customer
18.3s
Yes, yes, yes.
हां हां हां।
agent
19.2s
Right?
है ना?
agent
20.1s
So I just, I mean, what is your name?
तो I just मतलब, क्या नाम है आपका?
customer
22.8s
Shamshad Khan.
शमशाद खान।
agent
24.4s
Aha. I mean, what is your work? The company you have created, Simson Tubes.
अहं। मतलब काम क्या है आपका? आपने जो कंपनी बनाया है, Simson Tubes.
customer
27.7s
Mine is trading.
मेरा ट्रेडिंग का है।
agent
28.8s
It's trading, right? Okay okay okay. And which location are you based at?
ट्रेडिंग का है ना? Okay okay okay. और कौनसे लोकेशन पे बेस्ड हैं आप?
customer
31.0s
Mine is on a pan-India basis.
मेरा pan India पे है।
agent
32.5s
Okay, okay. Do you have any requirement right now?
अच्छा अच्छा। अभी कुछ रिक्वायरमेंट है?
customer
34.3s
I was actually checking if there is a seller profile there or not. Can you only buy from there?
मैं actually मैं चेक कर रहा था कि वहां seller का प्रोफाइल है कि नहीं। खाली buy कर सकते हैं ना वहां से?
agent
37.1s
Seller, to become a seller, you first have to become a customer.
Seller, seller बनने के लिए आपको पहले customer बनना होगा।
customer
39.6s
What do you mean?
कैसा मतलब?
agent
40.5s
Meaning, if you want to sell something here, through us, right?
मतलब अगर आपको हमारे यहां पे, हमारे थ्रू आपको कुछ sell करना है, right?
customer
43.8s
Yes.
हां।
agent
44.2s
Yes, so for that, you first have to become a customer for verification.
हां, तो उसके लिए ना आपको पहले verification के लिए customer बनना होगा।
customer
47.1s
Okay.
अच्छा।
agent
47.8s
Yes, after that we can onboard you as a seller.
हां, उसके बाद we can onboard you as a seller.
customer
49.9s
Hmm.
हम्म।
agent
51.1s
Yes.
हां।
customer
52.6s
Okay.
ठीक है।
agent
53.6s
Okay, if there's anything, let me know.
ठीक है, कुछ होता है तो बताना।
customer
55.1s
Okay.