Call 21112178912071481 2026-09-11 · dhruv · 2:27
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | No_requirement | full conversation 31 turns, clean transcript (0% inaudible) | Hindi | 31 | supply_led (campaign_name:medium) |
Audio: clear: There is some background chatter on the agent's side, but it does not significantly impede transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
0.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
not_in_stockyard
Customer raised a past issue with a 100-ton TMT inquiry, and the agent confirmed that direct delivery for TMT has been stopped.
4 · Sentiment
the CUSTOMER
0.06
confidence high · +2/−1
from 9 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
Opener & permission
Agent identified JSW but did not use the customer's name or ask for permission to speak.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, good evening sir. I was noticing, I am calling from JSW One, Raunak Mehta.
−2.0 pts
Hook (supply/price signal)
Agent did not lead with a supply or price hook, instead immediately asked 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)
Agent asked zero discovery questions about the customer's business, manufacturing, or procurement habits.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
objection
The customer raised 2 objections
you did not answer:
incumbent_supplier send_price_will_think
Sir, I had given an inquiry five or six times. Then no response comes from your side.
Okay, I'll let you know.
Summary
The customer, a previous high-volume inquirer (100 MT), immediately expressed frustration over a lack of response on past inquiries. The agent failed to follow the pitch structure, instead reacting passively to the customer's complaints and questions. The agent provided a generic HR price when asked, but did not perform discovery or set a concrete next step, ending the call with the customer stating they would 'let him know'.
Coaching
You must lead the call from the beginning by following the pitch structure; instead of reacting to the customer, deliver your hook and then ask discovery questions to understand their needs.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) SL5 Qualify 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 | fail | – | 0.0 |
Agent identified JSW but did not use the customer's name or ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | Do you have any requirement in sheet metal? Agent did not lead with a supply or price hook, instead immediately asked for a requirement. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
Agent asked zero discovery questions about the customer's business, manufacturing, or procurement habits. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
Agent did not pitch any USPs; the conversation was driven by the customer's complaint and price query. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Agent did not qualify a current requirement. He only provided a generic price when asked by the customer. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | Yes. Okay. Yes. No committed next step was established; the call ended with the customer saying 'I'll let you know' and the agent agreeing. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | Sir, I had given an inquiry five or six times. Then no response comes from your side. |
Oh, okay. |
| send_price_will_think | mishandled | Okay, I'll let you know. |
Yes. Okay. Yes. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.434 | 21.9s | 28.6s | 96.5s | 3.5s | 320.5 | 0 | 15 | 16 | 3 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
2.6s
Hello.
हॅलो
customer
3.2s
Hello, yes.
हॅलो, हां
agent
4.2s
Sir, I was calling from JSW.
सर JSW से बात कर रहा था मैं।
customer
5.9s
Yes, tell me, sir.
हां बोलिए ना सर।
agent
6.8s
Hello.
हॅलो।
customer
7.4s
Yes, tell me.
हां बोलिए।
agent
8.1s
Hello.
हॅलो।
customer
9.5s
Hello.
हॅलो।
agent
10.1s
Sir, can you hear me? Hello?
सर आवाज आ रही है? हॅलो?
customer
11.3s
Yes, tell me.
हां बोलिए।
agent
12.0s
What I was saying was, I'm calling from JSW One MSME. Do you have any requirement in sheet metal?
क्या बोल रहा था, JSW One MSME से बात कर रहा था। कुछ रिक्वायरमेंट है शीट मेटल में?
customer
15.6s
Sir, I had given an inquiry five or six times. Then no response comes from your side.
सर मैंने पांच छह बार इन्क्वायरी दिया था। फिर कोई रिस्पॉन्स ही नहीं आता है आपके वहां से।
agent
18.7s
Oh, okay.
अच्छा।
customer
19.5s
Yes, I had just put in an inquiry for 100 tons. 2.5 1500, 3 1500, uh 2 mm 1250, and our 2.5 mm 1250, one coil of each. So I put it in three or four times, I had said. Then a call comes from you people, then there's no reply, nothing at all. Neither the rate comes, nor anything.
हां, मैंने 100 टन का डाला था अभी इन्क्वायरी। 2.5 1500, 3 1500, uh 2 mm 1250, और अपना 2.5 mm 1250, सबका एक एक कॉइल का। तो तीन चार बार डाला, बोला था। फिर फोन आता है आप लोग का, फिर कोई रिप्लाई नहीं है, कुछ भी नहीं। ना रेट का आता है, ना ही कुछ भी।
agent
29.7s
Sir, for the rate, like, a PL or anything doesn't come. Yes, but the thing is that pricing can come once.
सर रेट का तो ऐसे मतलब पीएल वगेरा तो नहीं आता। हां बट ये है की प्राइसिंग एक बार आ सकता है।
customer
33.7s
No, but hey, but again, no call comes back for the rate either. I had put in an inquiry for TMT, for 100 tons. Then they said something has been stopped there now, right? They've stopped direct delivery again, right?
नहीं पर अरे पर वापिस कुछ रेट के लिए भी वापिस फोन नहीं आता। टीएमटी का डाला था 100 टन का इन्क्वायरी। फिर वो बोले अभी उधर अभी कुछ बंद हो गया है ना, डायरेक्ट डिलीवरी बंद कर दिया ना वापिस।
agent
39.2s
Direct delivery has been stopped, yes.
डायरेक्ट डिलीवरी बंद कर दिया, हां।
customer
40.7s
Yes.
हां।
agent
42.0s
No, if there is something now, if you have some requirement, then you tell me.
नहीं अभी कुछ है उनका तो आपका कुछ है रिक्वायरमेंट तो बताओ आप मेरेको।
customer
44.9s
What are the rates now?
क्या रेट्स क्या है अभी?
agent
46.1s
63500. 2.5 to uh what do you call it, 12 mm.
63500. 2.5 to uh क्या बोलते है 12 mm.
customer
48.9s
Okay. For HR?
ओके। HR का?
agent
50.0s
63500.
customer
50.9s
Okay, I'll let you know.
ठीक है, मैं बताता हूं।
agent
52.1s
Yes. Okay. Yes.
हां। ठीक है। हां।
customer
53.6s
Your good name, sir?
आपका गुड नेम सर?
agent
54.7s
Dhruv.
ध्रुव।
customer
55.6s
Dhruv. So now I should coordinate with you only, right? After saving your number, if anything comes up?
ध्रुव। तो अभी आपको ही, आपका नंबर स्टोर करके फिर आपको ही अभी कोऑर्डिनेट करूं ना कुछ होएगा तो?
agent
58.9s
Yes, you can do it with me, or if you create it directly on the app, it will come to me only.
हां, मुझे भी कर सकते हो, डायरेक्टली आप ऐप के ऊपर भी बना दोगे तो मेरे पास ही आएगा।
customer
62.2s
Okay.
ओके।
agent
63.2s
Yes.
हां।