Call 21112178910745681 2026-09-11 · dhruv · 3:04
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | Call_back_later | full conversation 31 turns, clean transcript (0% inaudible) | Hindi | 31 | supply_led (campaign_name:medium) |
Audio: clear: Some call center background noise is present but does not significantly impact transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
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
+0.45
confidence high · +7/−0
from 10 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
Hook (supply/price signal)
The agent did not lead with a supply or price hook; instead, he referenced a past failed transaction from the previous year.
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)
Only one of the six required discovery questions (monthly volume) was asked, which is below the threshold for a 'partial' pass.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
−2.0 pts
Qualify
The agent did not capture the specific details of the requirement (grade, thickness, width etc.) on the call, instead asking the customer to send them later.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, this requirement you had put in on the 15th-16th, have you purchased all this or have you put it on hold?
did well
Opener & permission
So is it the right time to talk to you sir?
Closure with next step
Alright, I will send you my requirement on mail.
Summary
The agent contacted an OEM supplier for Tata Motors. The customer's primary need is to procure material at a specific contractual price that JSW has with Tata Motors, and they have faced communication issues previously. The agent took ownership of this complex issue, bypassed the standard pitch, and established a clear next step for the customer to email their requirements for investigation.
Coaching
You handled a complex customer issue well by taking ownership. To improve pitch structure, remember to ask at least 3 discovery questions (e.g., volume, end-use, current supplier) before moving to a solution.
Missed:
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 | pass | – | 2.0 | So is it the right time to talk to you sir? The agent correctly introduced himself and the company, used the customer's company name, and asked for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not lead with a supply or price hook; instead, he referenced a past failed transaction from the previous year. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | And in this, sir, what is the volume, sir, if you don't mind me asking you? Only one of the six required discovery questions (monthly volume) was asked, which is below the threshold for a 'partial' pass. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched; the conversation was focused on resolving the customer's specific contractual pricing issue. |
| SL5 Qualify | 2 | fail | – | 0.0 |
The agent did not capture the specific details of the requirement (grade, thickness, width etc.) on the call, instead asking the customer to send them later. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | Alright, I will send you my requirement on mail. A clear next step was agreed upon, with the customer committing to email their requirement to the agent. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | handled | we need the material at the rate that was finalized on your agreement cost with Tata Motors. |
This is what I want to deep dive into and get this thing resolved because we are keen in working with the OEMs... I'll just check and let you know how we work. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.68 | 64.0s | 30.1s | 89.9s | 15.7s | 389.1 | 0 | 16 | 15 | 6 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
0.6s
Hello?
हॅलो?
customer
1.5s
Yes?
हां जी?
agent
2.5s
Uh sir, this is Dhruv speaking from JSW One MSME, sir, from Jindal Steel Works.
अह सर ध्रुव बात कर रहा था JSW One MSME से सर, जिंदाल स्टील वर्क्स से।
customer
5.9s
Go on.
बोलिए।
agent
6.8s
Uh sir, actually your number is registered on our portal under the name Ramco Automatics.
अह सर एक्चुअली आपका नंबर रजिस्टर्ड ऑन आवर पोर्टल, Ramco Automatics के नाम से।
customer
9.8s
Yes.
हां।
agent
10.6s
So sir, I called in that context to have a discussion with you. So is it the right time to talk to you sir? Actually I'm calling from JSW One.
तो सर मैंने उसी संदर्भ में कॉल किया था आपसे डिस्कशन करने के लिए। So is it the right time to talk to you sir? Actually I'm calling from JSW One.
customer
14.8s
Yes, go on, go on, go on.
हां बोलिए, बोलिए, बोलिए।
agent
16.4s
Uh sir, I did this, as I can see, we received a requirement from you last year for HR2, but unfortunately sir, we couldn't execute that with you either.
अह सर मैंने ये किया था, जैसे मैं देख पा रहा हूं ना आपकी एक रिक्वायरमेंट लास्ट ईयर आई थी हमारे पास HR2 की बट अनफॉर्चूनेटली सर वो भी हम एग्जीक्यूट नहीं कर पाए थे आपके साथ।
customer
21.0s
Hmm.
हम्म।
agent
21.8s
So for this, sir, I wanted to know what support would be needed from our end, sir, so that we can do business with you.
तो इसके लिए मैं सर जानना चाह रहा था कि सर मतलब हमारे एंड से क्या सपोर्ट लगेगा सर कि हम आपके साथ बिजनेस कर पाएं।
customer
24.8s
That, our supply is with Tata Motors. So, we need the material at the rate that was finalized on your agreement cost with Tata Motors.
वो हमारा जो है ना Tata Motors के साथ में सप्लाई है। तो Tata Motors के आपके एग्रीमेंट कॉस्ट पे जो उनका प्राइस फाइनल हुआ है उसके वो रेट पे हमको मटेरियल चाहिए।
agent
29.8s
Hmm hmm. Understood. The same policy that is with Honda and Godrej, etc.
हम्म हम्म। समझ गया। वही जो Honda के साथ भी पॉलिसी और Godrej वगेरा के साथ।
customer
32.5s
Yes, the policy you have with Tata, we should get the material at the rate that Tata has finalized.
हां जो पॉलिसी है आपका Tata से, वो Tata जो प्राइस फाइनल किया है उस वो रेट पे हमको मटेरियल मिलना चाहिए।
agent
35.8s
You will have to purchase on that itself.
उसी पे ही परचेस करना पड़ेगा आपको।
customer
37.2s
Yes.
हां।
agent
38.1s
Understood, absolutely sir. And in this, sir, what is the volume, sir, if you don't mind me asking you?
समझ गया बिल्कुल सर। और इसमें सर वॉल्यूम कितना रहता है सर if you don't mind me asking you?
customer
41.1s
My volume is currently around 70-80 tons per month, not more than that.
मेरा वॉल्यूम अभी 70-80 tons का रहता है पर मंथ, ज्यादा नहीं रहता है।
agent
43.8s
No, it's fine sir, 70-80 is also not less. It's not like that. But that's also sufficient enough. Uh and currently sir, what price has been finalized for HRPO there, I mean?
नहीं ठीक है सर 70-80 is also not less. ऐसा नहीं है। But that's also sufficient enough. अह and currently सर क्या प्राइस फाइनलाइज्ड हुआ है HRPO के लिए वहां पे मतलब?
customer
49.8s
Right now, for that TML, I have sent many mails to JSW, but I am not getting a proper reply from them yet.
अभी वो TML का हम लोग JSW को मैंने काफी मेल भेजे हैं अभी तक उनका रिप्लाई ठीक से नहीं आ रहा है मुझे।
agent
53.2s
Hmm hmm hmm.
हम्म हम्म हम्म।
customer
54.1s
There is an Aparna madam there, she sits somewhere in Wakadewadi. There are a lot of issues with replies from her side, she doesn't reply properly.
वहां अपर्णा मैडम है कुछ वाकडेवाडी में बैठते हैं। वो उनके तरफ से रिप्लाई का बहुत इश्यूज है, वो रिप्लाई करते नहीं ठीक से।
agent
58.1s
I'll do one thing, sir, you leave everything. I'll send you a WhatsApp from my personal number. My name is Dhruv, Dhruv Sharma is the name. So you can just save my number and you send it to me once. Whatever it is, sir, whether it's possible or not possible, I'll give you a better clarity on the same so that you don't have to
मैं एक काम करता हूं सर, आप सब छोड़ दीजिए। मैं आपको ना मेरे पर्सनल नंबर से WhatsApp डालता हूं। My name is Dhruv, Dhruv Sharma नाम है। So you can just save my number and आप मुझे एक बार भेजिए। जो भी होगा सर, हो पा रहा होगा, नहीं हो पा रहा होगा, I'll give you a better clarity on the same so that you don't have to
customer
67.8s
Can you, can you give it at the price of Tata Motors, at the rate that has been finalized? Because their
आप आप Tata Motors के प्राइस पे जो रेट फाइनल हुआ है उसपे दे सकते हो क्या? क्योंकि इनका
agent
70.1s
Depending, see how it is, sir, I'll tell you one thing. Now, like Tata Motors, we are not supplying to them right now. So you must also be purchasing HR from somewhere. It's not like you are not procuring. So when it can be served from there, sir, then what is the issue that we can't? This is what I want to deep dive into and get this thing resolved because we are keen in working with the OEMs to be precise, to speak frankly. So whatever the best support I can give you in that case or whatever, however we can go ahead, I'll just check and let you know how we work.
Depending, see कैसा होता है ना सर, I'll tell you one thing. अब जैसे Tata Motors, अभी हम नहीं दे रहे। तो HR कहीं से तो आप भी परचेस कर रहे होंगे। ऐसा तो है नहीं कि आप प्रोक्योर नहीं कर रहे। तो जब वहां से सर सर्व किया जा सकता है, then what is the issue that we can't? This is what I want to deep dive into and get this thing resolved because we are keen in working with the OEMs to be precise, frankly बोलूं तो। So whatever the best support I can give you in that case or whatever, however we can go ahead, I'll just check and let you know how we work.
customer
86.1s
Alright, okay. You, send me your mail ID, I will mail you.
ठीक है, ओके। आप ये मुझे आपका मेल आईडी मुझे भेजिए मैं आपको मेल करता हूं।
agent
89.1s
I have sent it, sir. I have sent it on WhatsApp, sir. I have sent my website as well, and the mail ID too.
मैंने भेज दिया है सर। मैंने WhatsApp पे भेज दिया है सर। मेरी वेबसाइट भी भेज दी है, मेल आईडी भी भेज दी है।
customer
92.4s
Alright, I will send you my requirement on mail.
ठीक है मैं आपको मेल पे आपका अपना रिक्वायरमेंट भिजवाता हूं।
agent
95.1s
Sure sure, as it is convenient for you, you let me know, I'll be waiting for your call.
Sure sure, जैसे आपके लिए कन्वीनिएंट हो आप बताइए, I'll be waiting for your call.
customer
97.8s
Alright, alright, okay.
ठीक है, ठीक है, ओके।
agent
99.4s
Right? Thank you.