Call 21112178911188851 2026-09-11 · Aditya Pandey · 2:40
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | No_requirement | full conversation 30 turns, clean transcript (0% inaudible) | Hindi | 30 | supply_led (campaign_name:medium) |
Audio: clear: The customer's voice is slightly lower in volume than the agent's, but still clearly audible.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
4.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
1
/4 flags
material: Stainless Steel
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
-0.51
confidence high · +0/−4
from 11 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)
Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.
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)
No discovery questions were asked as the call was immediately derailed by the customer's complaint.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
−1.0 pts
Pitch (2-3 USPs)
No USPs were pitched as no discovery was conducted and the conversation focused on a past service failure.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: ...so that the distributors don't have a monopoly. They can increase the price anytime, they can't give it to you at a higher price in the future. There should be control in the market.
objection
The customer raised 1 objection
you did not answer:
incumbent_supplier
The response from you guys is zero... I had placed an order once, they couldn't supply it.
did well
Opener & permission
Sir, hello, I am Aditya Pandey calling from JSW One.
Qualify
Did you have any requirement, sir?
Summary
The agent contacted a lead who had a previous negative experience with JSW One, where an order for Stainless Steel (SS) was accepted but not fulfilled two years ago. The customer expressed deep distrust and demanded to have multiple senior managers in the loop for any future business. The agent identified that JSW One no longer deals in SS, apologized for the past issue, but was unable to overcome the customer's objection or establish a next step.
Coaching
When a customer raises a major complaint from the past, first empathize and apologize as you did, but then pivot to clarifying their *current* business needs before trying to solve the old problem or ask for a new requirement.
Missed:
SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) 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 | pass | – | 2.0 | Sir, hello, I am Aditya Pandey calling from JSW One. The agent greeted, identified himself and the company, and used the customer's company name. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
No discovery questions were asked as the call was immediately derailed by the customer's complaint. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched as no discovery was conducted and the conversation focused on a past service failure. |
| SL5 Qualify | 2 | pass | – | 2.0 | Did you have any requirement, sir? The agent successfully asked if a current requirement existed, which the customer denied. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The agent did not propose a next step; he passively accepted the customer's condition to end the call. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | The response from you guys is zero... I had placed an order once, they couldn't supply it. |
I am a senior only, I am a deputy manager here. If you have any requirement, then tell me... |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.32 | 36.5s | 77.6s | 45.9s | 5.2s | 330.4 | 1 | 15 | 15 | 5 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.6s
Hello
हॅलो
agent
1.6s
Hello, hello is this Siddhant Auto
हॅलो, हॅलो सिद्धांत ऑटो में
customer
3.9s
Hello, speaking from Siddhant Auto
हॅलो सिद्धांत ऑटो में से बात
agent
5.0s
Sir, hello, I am Aditya Pandey calling from JSW One.
सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।
customer
8.1s
Tell me.
बताओ।
agent
8.8s
Sir, you were registered on our platform, I had called regarding that. Did you have any requirement, sir?
सर जी हमारे प्लेटफार्म पर आप रजिस्टर थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर आपकी?
customer
12.3s
No sir, not right now.
नहीं सर, अभी तो नहीं है।
agent
13.7s
No requirement in HR?
HR में कोई रिक्वायरमेंट नहीं थी?
agent
14.9s
Okay sir, no issue. If in the future
ठीक है सर, कोई इशू नहीं है। अगर फ्यूचर में
customer
16.5s
The response from you guys is zero.
आपके यहां पे रिस्पॉन्स जीरो है।
agent
18.2s
Response zero? Sorry sir.
रिस्पॉन्स जीरो? सॉरी सर।
agent
19.6s
I'll WhatsApp you my number. If you have any requirement, then ask
मैं आपको WhatsApp कर देता हूं अपना नंबर। अगर आपका कोई रिक्वायरमेंट है तो पूछ
customer
22.2s
No, not just from you alone, I need details of at least five people from the company. So that in every, every well, there are five people.
नहीं, आपके अकेले से मेरे को नहीं, कंपनी के कम से कम पांच बंदों के डिटेल चाहिए। जो एव्री, एव्री वेल में पांच बंदे रहे।
customer
29.0s
Because the single person who is here, he is zero responsible, meaning they take the order but can't deliver the material.
क्योंकि यहां पे जो सिंगल बंदा रहता है ना, वो जीरो रिस्पॉन्सिबल, मतलब आर्डर लेके मटेरियल नहीं दे पाते।
agent
33.5s
So what problem are you facing? Meaning you are facing that they don't respond or they take the order but then
मतलब आपको क्या प्रॉब्लम आ रहा है? मतलब आप यह फेस कर रहे कि रिस्पॉन्ड नहीं करता कि आर्डर ले लेता है लेकिन वो
customer
35.5s
I had placed an order once, they couldn't supply it. Later I had to cancel it.
मैंने एक बार आर्डर दिया था, वो सप्लाई नहीं दे पाए। बाद में मेरे को कैंसिल करना पड़ा।
agent
39.4s
Okay. Was it HR you had given, 5mm?
अच्छा। HR यह दिए थे क्या, 5mm का?
customer
41.4s
No no, I had ordered steel, SS.
नहीं नहीं, मैंने स्टील का आर्डर दिया था, SS का।
agent
43.4s
Oh, SS. Sir, we don't do SS. Stainless steel. We only do mild steel.
अच्छा SS का। सर SS तो करते नहीं हम लोग। स्टेनलेस स्टील। हम लोग तो माइल्ड स्टील ही करते हैं।
customer
46.2s
No, I did it on JSW One.
नहीं, JSW One पे किया था।
agent
47.6s
Okay. We might have done it before, sir, because we... sir, right now we are only doing mild steel. If... when did you do it, let me see for a minute. It was in 2022, sir, that's two years ago.
अच्छा। पहले करते होंगे सर, क्योंकि हम सर अभी तो हम लोग माइल्ड स्टील ही कर रहे हैं। अगर आपने शायद कब किया था, एक मिनट दिख रहा है मुझे। 2022 में था सर वो तो, दो साल पहले की बात है।
customer
52.8s
So sir, whenever we did it, but we did it on JSW One. And your person committed and then didn't get the order supplied.
हां तो सर, कभी किया हो हमने, बट हमने JSW One पे किया था। और आपके बंदे ने कमिट करके आर्डर सप्लाई नहीं करवाए।
agent
56.9s
No sir, this is wrong. I will agree on this that if they committed, then they should have replied.
नहीं सर, यह तो गलत है। मैं इसमें एग्री करूंगा कि अगर कमिट किया तो फिर रिप्लाई करना चाहिए था।
customer
59.9s
No, that's what I'm saying. You will also talk very nicely. But when no one is in the loop, then everyone runs away from behind.
नहीं, वो मैं बता रहा हूं। यह तो आप भी बातें तो बहुत अच्छी-अच्छी करोगे। बट जब कोई लूप में नहीं होता तो सारे पीछे से भाग जाते हैं।
customer
104.2s
That's why I need at least four-five senior people in the loop, only then will we move forward.
तो इसीलिए कम से कम चार-पांच बंदे सीनियर के लूप में मेरे को चाहिए, तो ही आगे बढ़ेंगे हम।
agent
107.5s
Okay sir, so it's not like that. I am a senior only, I am a deputy manager here. If you have any requirement, then tell me, we can tell the price
ठीक है सर, तो ऐसा नहीं है। मैं सीनियर ही हूं अभी, डिप्टी मैनेजर हूं यहां पे। अगर आपका कोई रिक्वायरमेंट है तो बताइए, पैसे हम बोल
customer
111.0s
No, even if you are a deputy manager, I won't give an inquiry to you alone. At least you... your four people's mail to me
नहीं, डिप्टी मैनेजर भी होगे ना, तो भी अकेले को कोई इंक्वायरी नहीं देंगे। कम से कम आप अपने चार बंदों का मेरे को मेल
agent
114.8s
Okay sir, okay.
ठीक है सर, ठीक है।
customer
115.5s
keep it, only then we'll talk.
रखो, तभी बात करेंगे।
agent
117.0s
Okay sir, okay.
ठीक है सर, ठीक है।