Call 21112178912780881 2026-09-11 · Kartikey Chauhan · 1:28
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | General Enquiry | full conversation 26 turns, clean transcript (0% inaudible) | Hindi | 26 | supply_led (campaign_name:medium) |
Audio: clear: There is some minor background chatter on the agent's side, but it does not affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
2.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
spec_not_available
Customer required 9.8mm thickness; agent offered 10mm as an alternative, suggesting the specific 9.8mm spec is not a standard stocked item.
4 · Sentiment
the CUSTOMER
-0.30
confidence high · +1/−5
from 6 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 did not use the customer's name or ask for permission before jumping into the reason for the call.
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)
The agent did not lead with a supply or price hook, instead immediately asking for requirements.
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)
The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption.
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 1 objection
you did not answer:
price
Okay. फिर अभी पता मत करवाना।
did well
Qualify
2060, what thickness? ... अच्छा, एक coil?
Summary
The customer immediately stated a requirement for a specific HR coil (9.8mm thickness). The agent quoted a price of 63, which the customer rejected as too high, telling the agent not to check for stock. The agent failed to handle the price objection and ended the call without a committed next step.
Coaching
When a customer states a requirement upfront, you must still follow the pitch structure to understand their business before trying to solve for the requirement. Crucially, when a price objection is raised, you must handle it by discussing value instead of ending the call.
Missed:
SL1 Opener & permission 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 | fail | – | 0.0 | Yes sir, Hardik here, I was calling from JSW One. Sir, in your Krishna Steel, is there any requirement for HR etc. right now? The agent did not use the customer's name or ask for permission before jumping into the reason for the call. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | Sir, in your Krishna Steel, is there any requirement for HR etc. right now? The agent did not lead with a supply or price hook, instead immediately asking for requirements. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched during the call. |
| SL5 Qualify | 2 | pass | – | 2.0 | 2060, what thickness? ... अच्छा, एक coil? The customer volunteered a requirement, and the agent successfully clarified the thickness and quantity. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | चलो कम होता है तो बताना। The agent did not set a next step and instead put the onus on the customer to call back if the price drops. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | Okay. फिर अभी पता मत करवाना। |
हम्म। ठीक है, ठीक है। चलो कम होता है तो बताना। |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.574 | 19.8s | 14.7s | 53.5s | 3.2s | 312.1 | 0 | 13 | 13 | 9 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.1s
Hello?
हेलो?
agent
1.5s
Hello?
हेलो?
customer
2.0s
Yes.
हां जी।
agent
2.6s
Yes sir, Hardik here, I was calling from JSW One.
हां जी सर, हार्दिक यहां बात कर रहा था JSW One से।
customer
5.0s
Yes, yes.
हां जी, हां जी।
agent
5.7s
Sir, in your Krishna Steel, is there any requirement for HR etc. right now?
सर, ये अपना कृष्णा स्टील में अभी कुछ रिक्वायरमेंट रहेगा क्या HR वगेरा का?
customer
9.0s
We need 9.8 1500, 20 E250 2062.
अपने को 9.8 1500 चाहिए 20 E250 2062.
agent
12.3s
2060, what thickness?
2060 कितना thickness?
customer
14.4s
9.8 1500.
agent
16.5s
Okay, 9.8.
अच्छा 9.8.
customer
17.0s
E250 2062.
agent
18.7s
Okay, one coil?
अच्छा, एक coil?
customer
19.5s
Yes. We'll take two as well.
जी। दो भी ले लेंगे।
agent
21.0s
Will take two as well. But it has to be 9.8.
दो भी ले लेंगे। But 9.8 ही हुआ।
customer
22.8s
Hmm.
हम्म।
agent
23.8s
Won't ten work, sir?
दस नहीं चलेगी सर?
customer
25.0s
How so?
कैसे?
agent
25.4s
I said, won't 10 mm work if 9.8 is not available?
मैंने कहा 10 mm नहीं चलेगी अगर 9.8 ना हो?
customer
27.6s
No no, we need 9.8 only.
नहीं नहीं 9.8 ही चाहिए।
agent
28.6s
You need 9.8 only. Okay. Well, I'll get it checked. If it's in stock, I'll let you know. Okay?
9.8 ही चाहिए। ठीक है। चलो मैं चेक करा लेता हूं स्टॉक में होती है तो बताता हूं आपको। ठीक है?
customer
32.3s
What is the price?
क्या प्राइस क्या है?
agent
33.4s
What's the pricing? Right now it's 63, sir. 63.
Pricing कितना है? अभी 63 का है सर। 63.
customer
35.6s
Okay. Then don't check for it right now.
Okay. फिर अभी पता मत करवाना।
agent
37.2s
Yes?
हां जी?
customer
37.7s
Then let it be for now, stop, don't check for it right now.
फिर अभी मत रहने देना, रुक जाना, अभी पता मत करना।
agent
39.9s
Hmm. Okay, okay. Well, if it becomes less, then tell me.
हम्म। ठीक है, ठीक है। चलो कम होता है तो बताना।