Call 21112178911192671 2026-09-11 · Ronak Mehta · 2:32
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | Wrap up time exceeded :0 | full conversation 32 turns, clean transcript (0% inaudible) | Hindi | 32 | supply_led (campaign_name:medium) |
Audio: clear: Some background office noise is present but does not significantly affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
8.0/10
full conversation
USP relevance:
matched
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
none
Customer described a historical supply issue ('material dispatch stopped from your end'), but the agent indicated current availability, so no current supply flag is raised.
4 · Sentiment
the CUSTOMER
-0.17
confidence high · +10/−18
from 23 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
Discovery (6 Qs)
Agent only asked one of the six required discovery questions (monthly volume).
How Sajal Bhaskar did it on a
9.0/10 call —
is it purely a trading business? ... What is the monthly procurement? ... otherwise I buy material from Tata. ... Out of that, how much is Tata's? ... Our payment is in advance, sir.
did well
Opener & permission
[3s] AGENT: Uh Shubham ji, Raunak Mehta speaking from JSW.
Hook (supply/price signal)
[17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir.
Summary
The agent re-engaged a former high-volume customer (CRG International) who had stopped transacting due to past material dispatch failures. The customer explained the historical issue. The agent addressed this by highlighting improved service policies and successfully scheduled a follow-up call for Tuesday to speak with the customer's boss.
Coaching
Ronak, you successfully re-engaged a past customer and set a firm next step, but you missed the opportunity to understand their business by failing to conduct discovery beyond their monthly tonnage.
Missed:
SL3 Discovery (6 Qs)
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 | [3s] AGENT: Uh Shubham ji, Raunak Mehta speaking from JSW. Agent greeted, used the customer's name, and identified the company; he then correctly handled the customer's request to defer the main conversation. |
| SL2 Hook (supply/price signal) | 2 | pass | – | 2.0 | [17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir. After the customer mentioned a past dispatch issue, the agent led with a clear availability hook for a specific product. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | [28s] AGENT: And what is your monthly plan? I mean, what is your purchase volume? Agent only asked one of the six required discovery questions (monthly volume). |
| SL4 Pitch (2-3 USPs) | 1 | pass | – | 1.0 | [57s] AGENT: So even if there is a minimum requirement of five tons, we are ready to fulfill it. The pitched USP (ability to fulfill smaller orders) was directly relevant to the customer's stated past problem of not getting material as a 'normal vendor'. |
| SL5 Qualify | 2 | pass | – | 2.0 | [17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you. Agent asked if a requirement existed, but the customer deferred the detailed discussion, which the agent correctly accepted without pushing. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | [62s] CUSTOMER: Let's connect once on Tuesday. Then I will get you in contact with my boss as well. [66s] AGENT: Yeah, that will be very great. Yes. A clear, committed next step (a call on Tuesday) was agreed upon by both parties. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | handled | [12s] CUSTOMER: No actually sir, the problem was only from your end regarding material dispatch. |
[57s] AGENT: Right now sir, we have worked on it a bit... even if there is a minimum requirement of five tons, we are ready to fulfill it. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.567 | 39.2s | 29.9s | 82.9s | 6.0s | 339.8 | 0 | 18 | 14 | 12 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
0.2s
Hello?
customer
1.7s
Hello.
agent
2.7s
Uh Shubham ji, Raunak Mehta speaking from JSW.
अ शुभम जी, रौनक मेहता बात कर रहा हूं JSW से।
customer
5.3s
Tell me, sir.
बताइए सर।
agent
6.0s
I was noticing that you had an account with us, CRG International, but for some reasons, I think transactions were not happening with you.
मैं ये नोटिस कर रहा था कि आपका CRG International था हमारे पास अकाउंट, but कुछ रीजंस की वजह से I think transaction कुछ हो नहीं पा रही थी आपसे।
customer
11.7s
No actually sir, the problem was only from your end regarding material dispatch.
नहीं actually सर, सिर्फ आपके एंड से ही प्रॉब्लम थी मटेरियल डिस्पैच को लेके।
agent
15.0s
Okay.
customer
15.3s
The requirement was not being fulfilled, that's why.
फुलफिल नहीं हो रही थी रिक्वायरमेंट इसीलिए।
agent
17.3s
Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir.
Okay. तो अभी रिक्वायरमेंट है HR coil में तो मैं आपको कुछ प्लान आउट करके दे सकता हूं। 2.5 mm में आपको मिल जाएगा सर ये।
customer
21.3s
For that, once my boss also comes, he is actually out of India right now. So let's connect once on Tuesday then, sir.
उसके लिए ना एक बार हम मेरे बॉस भी आ जाएंगे actually अभी out of India है। तो एक बार Tuesday को कनेक्ट करते हैं सर फिर।
agent
26.0s
On Tuesday?
Tuesday को क्या?
customer
27.0s
Yes.
हां।
agent
27.5s
That will work. And what is your monthly plan? I mean, what is your purchase volume?
चलेगा। और मंथली का क्या आपका रहता है प्लान? मतलब कितना परचेस रहता है आपका?
customer
30.4s
Sir, in CRG it is, it is above a thousand tons, sir.
सर CRG में रहता है हजार टन के ऊपर रहता है सर।
agent
32.9s
How much is it in HR?
HR में कितना रहता है?
customer
34.0s
In CRC, 500 tons, 1000 tons, whatever, we take it quantity-wise. Whatever the orders are.
CRC में 500 ton, 1000 ton, जो भी मतलब क्वांटिटी वाइज लेते हैं हम। जो ऑर्डर्स होते हैं।
agent
36.8s
Okay. You would be taking it batch-wise, right?
Okay. बैच, बैच वाइज लेते रहेंगे ना आप?
customer
38.3s
Yes, yes, yes.
हां जी, हां जी, हां जी।
agent
38.9s
Or all at once, okay. Alright. I was just analyzing that it wasn't happening, whatever the reason...
या इकट्ठा, okay. ठीक है। मैं मैं just analyze कर रहा था कि हो नहीं पा रहा था जो भी reason...
customer
41.3s
No, earlier, actually, through you, we had a JSW channel finance limit in the bank. So things were running very smoothly for us. There was no such issue. But then, material dispatch stopped from your end.
नहीं पहले actually क्या है आपके थ्रू, आपके थ्रू हमारी JSW चैनल फाइनेंस की लिमिट थी बैंक में। तो हमें बड़ी स्मूथनेस चल रही थी। कोई ऐसा इशू नहीं था। लेकिन फिर आपके यहां से मटेरियल ही डिस्पैच होना बंद हो गया।
agent
48.2s
So the material was available, I mean, available, had it gone out of stock or what was the issue? Was it a pricing issue?
तो मटेरियल तो अवेलेबल, I mean, अवेलेबल, out of stock हो गया था या क्या इशू आया था? प्राइसिंग इशू आया था?
customer
51.2s
No, no, no, actually what happens is the bulk orders that you get, their requirements were being fulfilled. The normal vendor was not getting it.
नहीं नहीं नहीं, actually क्या है जो आपके पास बल्क ऑर्डर आते हैं ना, उनकी रिक्वायरमेंट फुलफिल हो रही थी। नॉर्मल वेंडर को नहीं मिल रहा था।
agent
55.3s
Oh, understood, understood.
agent
56.6s
Right now sir, we have worked on it a bit because we have brought some changes in the month as well. So even if there is a minimum requirement of five tons, we are ready to fulfill it.
अभी तो सर अभी वर्कआउट थोड़ा किया है क्योंकि थोड़ा चेंजेज लेके आए हैं महीने में भी। तो मिनिमम पांच टन की भी रिक्वायरमेंट होगी ना तो हम फुलफिल करने के लिए तैयार हैं।
agent
61.8s
Okay?
customer
62.1s
So alright sir, let's definitely work on it. Let's connect once on Tuesday. Then I will get you in contact with my boss as well.
तो ठीक है सर डेफिनेटली काम करते हैं। Tuesday को एक बार कनेक्ट कर लेते हैं। तो मैं बॉस से भी आपको कांटेक्ट करा दूंगा।
agent
65.5s
Yeah, that will be very great. Yes.
agent
67.4s
Done, done sir. Let's start, sir. Okay, right?
Done, done sir. करते हैं स्टार्ट सर। Okay ना?
customer
69.1s
Alright.
ठीक है।
agent
69.5s
Alright. Thank you Shubham ji. I will ping you on WhatsApp as well, okay? This will be my number. I'll be your manager, okay? Yeah.
ठीक है। Thank you Shubham जी। मैं पिंग करता हूं आपको WhatsApp पे भी, ठीक है? This will be my number. I'll be your manager, okay? Yeah.
customer
75.1s
Okay, okay, no problem.
agent
76.8s
So, yeah, thank you Shubham ji.
So, yeah, thank you Shubham जी।