Call 21112178912588121 2026-09-11 · Abdul Ansari · 3:11
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | General Enquiry | full conversation 48 turns, clean transcript (0% inaudible) | Hindi | 48 | supply_led (campaign_name:medium) |
Audio: clear: There is some minor background noise on the customer's side, but it does not affect 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
none
4 · Sentiment
the CUSTOMER
+0.17
confidence high · +11/−6
from 20 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
The agent identified himself and the company but failed to ask if it was a good time to speak, jumping directly to a question.
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)
No supply or price hook was delivered; the agent opened with a generic question, which allowed the customer to immediately derail the call structure.
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 about the customer's business, material needs, or procurement process; the conversation was entirely focused on credit.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
Summary
The customer immediately raised a requirement for credit, which became the sole focus of the conversation. The agent correctly handled the objection by explaining the policy of advance payment for the first transaction with credit possible thereafter. However, the agent never regained control of the call, failed to conduct any discovery or qualify a requirement, and the call ended with a loose arrangement for the customer to call back when he visits Mumbai.
Coaching
When a customer raises an immediate objection, handle it briefly using the playbook, but then immediately pivot back to discovery to regain control of the call and 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 | Sir, Abdul speaking from JSW. Do you have any inquiry or something, sir? The agent identified himself and the company but failed to ask if it was a good time to speak, jumping directly to a question. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
No supply or price hook was delivered; the agent opened with a generic question, which allowed the customer to immediately derail the call structure. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
No discovery questions were asked about the customer's business, material needs, or procurement process; the conversation was entirely focused on credit. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched because no discovery was performed to understand the customer's needs. |
| SL5 Qualify | 2 | fail | – | 0.0 |
The agent did not capture any details of a requirement (grade, thickness, quantity, etc.) and only made a generic suggestion to start with a small tonnage. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | When you come to Mumbai, you call me, I will send the location and all, okay? The agent did not set a committed next step; the follow-up is entirely passive and dependent on the customer re-initiating contact. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| credit | handled | Sir, we do have an inquiry. Hmm, we need the material, but we need the material on credit. |
but in JSW the first transaction is on advance, okay? Even if you start with just five tons. ... From the second transaction, I will get it processed if you want. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.549 | 45.6s | 37.4s | 108.0s | 6.7s | 369.7 | 0 | 23 | 25 | 8 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
2.6s
Hello
हेलो
agent
5.1s
Hello
हेलो
customer
6.2s
Hello
हेलो
agent
6.8s
Sir, Abdul speaking from JSW.
सर अब्दुल बात कर रहा हूं JSW से।
customer
9.1s
Yes, tell me, how are you?
जी बताएं जी, कैसे हो?
agent
10.3s
Great, great, how are you, sir?
बढ़िया बढ़िया, आप कैसे हैं सर?
customer
11.7s
I am fine, sir, tell me.
मैं ठीक हूं सर, बताइए।
agent
13.0s
Do you have any inquiry or something, sir?
कुछ इन्क्वायरी वगैरह है क्या सर आपको?
customer
14.4s
Sir, we do have an inquiry. Hmm, we need the material, but we need the material on credit.
सर इन्क्वायरी तो हमारे पास है। हम्म, माल तो हमें चाहिए, लेकिन हमें माल चाहिए क्रेडिट पर।
agent
18.9s
That's the problem that's arising.
वही दिक्कत आ जा रही है।
customer
20.3s
On credit, without credit it won't work for us.
हमें क्रेडिट पे, बिना क्रेडिट पे हमारी बात बनेगी नहीं।
agent
22.4s
No, it's okay, no problem, now
नहीं ठीक है कोई बात नहीं अब
customer
23.3s
We need it for 30 days.
हमें 30 days का चाहिए।
agent
24.5s
No, it's okay, you are right sir, but actually what happens is, it is available in JSW, sir, it's not like that, but in JSW the first transaction is on advance, okay? Even if you start with just five tons.
नहीं ठीक है, आपकी बात सही है सर, बट एक्चुअली क्या होता है, JSW में होता है सर, ऐसा बात नहीं है, बट JSW में फर्स्ट ट्रांजैक्शन सर एडवांस में होता है, ठीक है? भले ही आप पांच टन से भी स्टार्ट कीजिए।
customer
29.8s
Sir, that's not the point. I am also in talks with Tata. Understood? Over there, they are giving 90 days credit.
सर, वही तो बात नहीं है। Tata से भी मेरी बात चल रही है। समझे? वहां पे भी, वहां तो 90 days का क्रेडिट है।
agent
34.1s
Sir, it must be going on, your point
सर चल रही होगी, आपकी बात को
customer
35.0s
I have some papers, I am getting them arranged.
कुछ मेरे पेपर हैं, वो अरेंज करा रहा हूं मैं।
agent
37.0s
Yes, yes, yes.
जी जी जी।
customer
37.9s
Yes, it's not like that, otherwise from there
हां, ऐसा नहीं है, नहीं तो वहां से
agent
39.0s
No no, basically what it is, sir, is that for the first transaction, even if you start with five tons, ten tons, you will get credit and all. What is your turnover, sir?
नहीं नहीं, बेसिकली क्या है ना सर, कि फर्स्ट ट्रांजैक्शन पांच टन, दस टन से भी स्टार्ट कीजिए आप, आपको क्रेडिट वगैरह मिल जाएगा। आपका टर्नओवर कितना है सर?
customer
43.6s
It's 5 CR.
5 CR का है।
agent
45.1s
Then it's fine. You will get the turnover, you will get it easily, no issue with credit. Yes, yes.
तो ठीक है। टर्नओवर मिल जाएगा आपको, आराम से मिल जाएगा, कोई इशू नहीं है क्रेडिट। जी जी।
agent
48.0s
So if you want to start something, sir, you can start. With five tons, ten tons. From the second transaction, I will get it processed if you want.
तो कुछ स्टार्ट करना चाहते हैं सर, स्टार्ट कर सकते हैं आप। पांच टन, दस टन से। सेकंड ट्रांजैक्शन से मैं प्रोसेस में करा दूंगा अगर आप चाहेंगे तो।
customer
52.5s
Hmm.
हम्म।
agent
53.5s
There's no compulsion as such. Isn't it?
ऐसा कोई जबरदस्ती तो है नहीं। है कि नहीं?
customer
55.0s
No, not at all, that's right.
नहीं बिल्कुल नहीं, सही बात है।
customer
56.4s
Yes, yes. Where are you from, the Mumbai head office?
जी जी। आप कहां से, मुंबई हेड ऑफिस से?
agent
57.9s
I am based in Mumbai, sir, head office.
मैं मुंबई बैठता हूं सर, हेड ऑफिस।
customer
59.5s
Oh, you are based in the Mumbai head office?
अच्छा, मुंबई बैठते हैं हेड ऑफिस?
agent
60.9s
Yes, yes, yes.
जी जी जी।
customer
61.8s
Where is our head office in Mumbai?
मुंबई में हेड ऑफिस कहां है हमारा?
customer
63.8s
Where, at which place?
कहां पर, कौन सी जगह पे?
agent
64.8s
BKC, BKC head office, Mumbai.
BKC, BKC हेड ऑफिस, मुंबई।
customer
66.6s
VK?
agent
67.3s
BK, BKC.
customer
68.3s
Oh, BKC.
अच्छा, BKC।
agent
69.1s
Yes, all the corporate offices are in BKC itself, understood? Reliance, Mumbai, Tata, everyone's is here, the big ones.
हां, सारे कॉर्पोरेट ऑफिस BKC में ही हैं, समझे? Reliance, Mumbai, Tata, सबका यहीं पे है, बड़े-बड़े।
customer
73.1s
So okay, if something... I'll tell you what, I'll come to Mumbai, I'll meet you face-to-face, and then we'll start working with you.
तो ठीक है, अगर कुछ मैं आपको बताऊं, मैं मुंबई आता हूं, मैं आपसे एक फेस टू फेस मिलता हूं, फिर काम शुरू करते हैं आपके साथ।
agent
77.7s
Yes, absolutely, absolutely, absolutely. Come, no problem. Yes, absolutely, absolutely.
हां, बिल्कुल बिल्कुल बिल्कुल। आइए आराम से, कोई दिक्कत नहीं। हां, बिल्कुल बिल्कुल।
customer
80.2s
You, please send me the location of that place. I will come in a day or two. We will probably leave from here on Tuesday.
आप ना, मेरे को वहां की लोकेशन भेज दीजिएगा। मैं एक-दो दिन में आऊंगा। मंगलवार को शायद यहां से निकलेंगे हम लोग।
agent
84.2s
I am sending it to you on WhatsApp, sir. If you want to purchase something now, you can, because what's happening is, the rates are increasing in the market, sir.
मैं आपको WhatsApp कर दे रहा हूं सर। अभी कुछ परचेस करना चाहते हैं तो कर सकते हैं, क्योंकि क्या है ना, रेट बढ़ रहा है सर मार्केट में।
customer
88.2s
Sir, the rate is indeed increasing.
सर, रेट तो बढ़ ही रहा है।
customer
89.8s
Isn't it? No problem, you send me the location, I will come to you then.
है ना? कोई नहीं, आप मेरे को लोकेशन भेजो, मैं आता हूं फिर आपके पास।
agent
92.4s
Listen, let's do this, I have sent you a message from my personal number, okay?
सुनिए, ऐसा करते हैं, मैं आपको पर्सनल नंबर से मैसेज कर दिया, ठीक है?
customer
94.9s
Yes.
जी।
agent
95.8s
When you come to Mumbai, you call me, I will send the location and all, okay?
आपको जब मुंबई आप आ जाइए, तो आप मेरे को फोन कीजिए, मैं लोकेशन वगैरह भेज दूंगा, ठीक है?
customer
98.8s
Okay, okay sir.
ठीक है, ठीक है सर।
agent
100.1s
Okay sir, thank you.
ओके सर, थैंक यू।