Call 21112178912792531 2026-09-11 · Aditya Pandey · 4:22
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | Interested | full conversation 73 turns, clean transcript (3% inaudible) | Hindi | 73 | supply_led (campaign_name:medium) |
Audio: clear: The agent's side has typical call center background noise, but it does not significantly impede transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
no conversation
USP relevance:
matched
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
out_of_stock
AGENT: right now I might have a shortage of Galvalume there
4 · Sentiment
the CUSTOMER
+0.31
confidence high · +8/−6
from 26 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
send_price_will_think
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 used the customer's name, but did not 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
Discovery (6 Qs)
No discovery questions were asked about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
−2.0 pts
Qualify
The agent captured most qualification details (grade, thickness, width, location) but failed to ask for the required quantity for the order.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, this requirement you had put in on the 15th-16th, have you purchased all this or have you put it on hold?
habit You did 80% of the talking. Ask a question and let them fill the silence - the requirement comes from them, not from you.
objection
The customer raised 1 objection
you did not answer:
send_price_will_think
CUSTOMER: Okay, for now, send me the price once, what is the availability.
did well
Hook (supply/price signal)
AGENT: Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupe
Closure with next step
CUSTOMER: Okay, for now, send me the price once, what is the availability.
Summary
The customer confirmed a requirement for HR and Galvalume and immediately asked about payment via Letter of Credit (LC). The agent explained the company policy (LC is possible after initial advance transactions) and gathered technical specifications for the material. The agent flagged a potential shortage of Galvalume and the call ended with an implicit agreement to provide a quote.
Coaching
You skipped discovery entirely. Before discussing requirements or policies like LC, you must first understand the customer's business (what they make, their monthly volume) to build rapport and tailor your pitch.
Missed:
SL1 Opener & permission SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) SL5 Qualify
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: Uh sir, you were listed on our platform, I called regarding that. Did you have any requirement in HR, sir? The agent identified himself and used the customer's name, but did not ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | pass | – | 2.0 | AGENT: Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupees per day. Agent successfully used a price increase signal as a hook to create urgency. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
No discovery questions were asked about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 | AGENT: See sir, the first one, JSW has a rule that the first order should be advance. After that we can provide LC. While the agent correctly addressed the customer's LC query, this was the only USP discussed; the rubric requires pitching 2-3 relevant USPs. |
| SL5 Qualify | 2 | fail | – | 0.0 | CUSTOMER: Galvalume 2mm. The agent captured most qualification details (grade, thickness, width, location) but failed to ask for the required quantity for the order. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | CUSTOMER: Okay, for now, send me the price once, what is the availability. The customer requested a quote and the agent proceeded to gather the necessary details, implying a quote would be sent as the next step. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| credit | handled | CUSTOMER: And tell me one thing, uh, do you also do it on LC? |
AGENT: Sir, see, the first one is advance, the first two are advance. We can also work on LC. |
| send_price_will_think | mishandled | CUSTOMER: Okay, for now, send me the price once, what is the availability. |
AGENT: What material do you need? Which material do you need? |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.802 heavy | 155.3s | 38.3s | 68.4s | 43.3s | 166.1 | 1 | 37 | 34 | 21 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
unknown
0.0s
Hey, give that white one, brother.
ये वो ना वाइट दे भाई
unknown
0.8s
Hello.
agent
1.7s
Hello sir, is this Shivam Agrawal speaking?
Hello sir, Shivam Agrawal bol rahe hain?
customer
3.3s
Yes.
हां जी।
agent
3.9s
Yes, hello. I am Aditya Pandey calling from JSW.
हां जी, नमस्ते। मैं आदित्य पांडे बात कर रहा था JSW से।
customer
6.6s
Okay.
agent
7.5s
Uh sir, you were listed on our platform, I called regarding that. Did you have any requirement in HR, sir?
अह सर हमारे प्लेटफार्म पे आप लिस्टेड थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर HR में?
customer
11.3s
Uh sir, I need it in both HR and Galvalume.
अह सर HR and Galvalume दोनों में चाहिए मुझे।
agent
13.9s
Uh, is there any urgent requirement?
अह कुछ है अर्जेंट में रिक्वायरमेंट?
customer
15.3s
Uh, it's not immediate immediate, but we can do it next week.
अह इमीडिएट इमीडिएट नहीं है बट नेक्स्ट वीक में कर सकते हैं।
agent
17.9s
Let me know, sir, because the market rate is increasing right now, sir, you would know. Every day, every day it's increasing by one or two rupees per day.
बताइएगा सर, क्योंकि क्या है अभी मार्केट का रेट तो बढ़ रहा है सर, आपको ही पता होगा। हर दिन, हर दिन एक दो रुपए बढ़े जा रहा है पर डे।
customer
23.4s
That is fine. And tell me one thing, uh, do you also do it on LC?
वो तो ठीक है। और मुझे एक चीज बताइए, अह LC पे भी करते हैं क्या?
agent
27.8s
Sir, see, the first one is advance, the first two are advance. We can also work on LC.
सर देखिए, पहला तो एडवांस, पहला ही दो एडवांस होता है। LC पे भी हम लोग वर्क कर सकते हैं।
customer
30.2s
LC, on Letter of Credit?
LC, Letter of Credit पे?
agent
30.6s
Yes sir, we do it on LC.
हां सर, करते हैं LC पे।
customer
31.8s
Your voice is gone.
आवाज चली गई।
agent
32.3s
The voice is gone.
आवाज चली गई।
agent
32.9s
Sir, can you hear me now?
सर जी, आवाज आ रही है अभी?
customer
34.1s
Yes.
हां जी।
agent
34.6s
I was saying that sir, we can do it, but the first one or two transactions are advance, but we do LC as well.
मैं बोल रहा था कि सर कर सकते हैं, लेकिन जो एक दो ट्रांजैक्शन होता है वो एडवांस होता है, लेकिन LC भी करते हैं।
customer
38.4s
Okay. No, like if it's an order of 100-150 tons.
Okay. नहीं जैसे 100-150 ton का आर्डर हो।
agent
41.6s
See sir, the first one, JSW has a rule that the first order should be advance. After that we can provide LC. We will do the work on LC, sir, there's no such issue.
देखिए सर, अब पहला कैसा है ना, JSW का एक वो है, रूल है कि first order should be advance. After that we can provide LC. हम कर लेंगे सर LC में वर्क, ऐसा कोई इशू नहीं है।
agent
47.2s
If you want, I can talk to my team for you and get you work on LC after the first order.
चाहो तो आपको, मैं आपके लिए बात करके पहले आर्डर के बाद में दिलवा दूंगा LC पे वर्क।
customer
50.2s
Okay.
agent
50.5s
You can take one coil for now.
आप एक coil ले लीजिए फिलहाल के लिए।
customer
52.0s
And okay. Do you have any draft text or something on what the requirement for LC is?
और ठीक है। आपका कोई draft text वगेरा है उस पर LC का क्या रिक्वायरमेंट होता है?
agent
55.3s
So for LC now, your [inaudible]
तो अभी LC के लिए तो आपका [inaudible]
customer
57.8s
Yes?
हां जी?
agent
58.2s
What is your turnover, GST [inaudible] and ITR permit, all that is there in it, sir.
आपका turnover कितना है, GST [inaudible] और ITR permit सब रहता है सर उसमे तो।
customer
101.2s
No, the bank will give that but
नहीं वो बैंक तो दे देगा लेकिन
agent
103.2s
The finance guy will see that. Yes, when my finance team comes, I will get you connected with them for whatever the LC requirement is.
वो तो फाइनेंस वाला देख लेगा। हां, वो जब मेरी फाइनेंस टीम आएगी ना, मैं उसके साथ आपको कनेक्ट करवा दूंगा जो भी LC का रिक्वायरमेंट होगा।
customer
106.8s
Okay.
ठीक है।
agent
107.8s
We will do it, there will be no issue with LC.
कर लेंगे LC में कोई इशू नहीं होगा।
agent
110.0s
First advance
पहला एडवांस
customer
109.5s
Okay, for now, send me the price once, what is the availability.
ठीक है, अभी मुझे, मुझे भाव तो भेजो एक बार, क्या अवेलेबिलिटी है।
agent
112.1s
What material do you need? Which material do you need?
क्या चाहिए आपको मटेरियल? कौनसा मटेरियल चाहिए आपको?
customer
113.7s
Galvalume 2mm.
customer
115.2s
350. YS 350, 350, YS 350.
agent
118.3s
One minute, one minute, yes. First Galvalume, you need this in Galvalume, right?
एक मिनट, एक मिनट हां। पहले Galvalume, ये चाहिए ना आपको Galvalume में?
customer
120.8s
Hmm.
हम्म।
agent
121.4s
What coating will it have? Zinc coating?
क्या कोटिंग क्या रहेगी इसकी? Zinc coating?
customer
123.3s
Yes, yes.
हां हां।
agent
124.5s
How much? 150?
कितना है? 150?
customer
125.7s
150 what?
150 क्या?
agent
126.7s
No, what were you saying about the coating?
नहीं, कोटिंग क्या बोल रहे थे आप?
customer
128.2s
YS 350.
agent
129.1s
YS 350, right?
YS 350 ना?
customer
130.4s
Yes.
हां जी।
agent
130.9s
Sir, in this, if we give zinc coating, how much is it, I mean, 80 GSM is available, 120 is available, 70 is available, 50...
सर इसमें तो zinc coating देते तो कितनी रहती है मतलब 80 GSM आता है, 120 आता है, 70 आता है, 50...
customer
134.8s
In this, which ones are available right now in Galvalume?
इसमें, इसमें कौनसे कौनसे अवेलेबल है अभी Galvalume में?
agent
137.0s
GI, I am saying Galvalume.
GI, Galvalume बोल रहा हूं।
agent
137.5s
Yes, Galvalume, right? So in Galvalume, this 70 and 150 is available.
हां Galvalume ना? तो Galvalume में ये 70 और 150 आता है।
customer
141.2s
Okay, send me for both.
ठीक है, मुझे दोनों का भेज दो।
agent
142.6s
Okay. And did you need E250 in HR?
ठीक है। और E250 चाहिए था कि आपको HR में?
customer
144.7s
Yes.
हां जी।
agent
145.4s
E250. In which thickness did you need it?
E250. कौनसा थिकनेस में चाहिए था?
customer
146.7s
Sorry? 2mm, 2mm.
agent
148.2s
2mm, right?
2mm ना?
customer
148.8s
Yes.
हां जी।
agent
149.3s
In 1250?
1250 में?
customer
150.1s
Yes.
हां जी।
agent
150.9s
And where will the delivery be, sir?
और डिलीवरी कहां रहेगी सर?
customer
152.3s
Chandigarh.
agent
153.3s
Chandigarh. Do you need it in Ludhiana or do you need it here only, in Chandigarh?
Chandigarh. Ludhiana में चाहिए कि मतलब यही चाहिए, Chandigarh ही चाहिए आपको?
customer
155.5s
Hmm.
हम्म।
customer
156.2s
We will see that finally, whether to take Ludhiana or Chandigarh.
वो तो देख लेंगे फाइनल, Ludhiana लेना है कि Chandigarh लेना है।
agent
158.5s
I'll do one thing sir, right now I might have a shortage of Galvalume there, but I will check for E250 for you. We will get E250 in 2mm.
मैं एक काम करता हूं सर, अभी मेरे पास शायद Galvalume का शॉर्टेज है उधर, पर मैं E250 का मैं आपको देख लेता हूं। E250 मिल जाएगा हमको 2mm में।
customer
202.0s
Okay.
ठीक है।
agent
203.0s
Do you have your own vehicle, sir, or would you like to get the transport done through us?
आपका खुद का व्हीकल है सर कि आप हमारे थ्रू करवाना चाहेंगे ट्रांसपोर्ट?
customer
206.0s
No, you will do it.
नहीं, आप ही करोगे।
agent
207.3s
Okay.
ठीक है।
customer
208.0s
Hmm.
हम्म।
agent
209.0s
Okay.