Call 21112178954371471 2026-09-16 · Kartikey Chauhan · 4:48
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_HR_HRPO_Sep26 | Onboarded | full conversation 74 turns, clean transcript (4% inaudible) | Hindi | 74 | supply_led (campaign_name:medium) |
Audio: noisy: The agent's line has significant call-center background noise and is occasionally muffled, making some words hard to discern.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
3.0/10
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
+0.38
confidence high · +16/−12
from 30 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 One 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 deliver a hook, instead opening with a direct question about 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)
Agent asked zero of the six required discovery questions; the conversation was driven by the customer's complaint and price query.
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:
incumbent_supplier
I have given it to you people many times. But no reply ever comes after giving it.
did well
Qualify
CUSTOMER: You tell me, what is the rate for five to ten? ... Thickness five to ten.
Closure with next step
AGENT: I'll also send a mail to this mail ID of yours. CUSTOMER: Okay, send it.
Summary
The customer, likely a PEB manufacturer, immediately complained about poor past service from JSW One, stating that requirements are sent but no quotes are ever received. The agent skipped discovery and instead fielded a direct price query for 5-10mm HR material in Ghaziabad, providing the previous day's rate. The call ended with the agent promising to send an email with contact details, but the customer's core complaint was not resolved and no business needs were explored.
Coaching
When a customer complains about past service, first acknowledge their frustration, then pivot back to discovery to understand their business instead of letting the call derail into a simple price check.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs)
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 One but did not use the customer's name or ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not deliver a hook, instead opening with a direct question about requirements. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
Agent asked zero of the six required discovery questions; the conversation was driven by the customer's complaint and price query. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
Agent did not pitch any USPs, as no discovery was conducted to identify customer needs. |
| SL5 Qualify | 2 | pass | – | 2.0 | CUSTOMER: You tell me, what is the rate for five to ten? ... Thickness five to ten. Agent successfully qualified the specific requirement the customer raised, capturing thickness, grade (250), and location (Ghaziabad). |
| SL6 Closure with next step | 1 | pass | – | 1.0 | AGENT: I'll also send a mail to this mail ID of yours. CUSTOMER: Okay, send it. Agent established a clear and agreed-upon next step of sending an email with contact details. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | I have given it to you people many times. But no reply ever comes after giving it. |
No sir, I will definitely reply. You share a query with me. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.493 | 63.0s | 64.7s | 160.3s | 9.0s | 327.6 | 0 | 37 | 37 | 8 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
5.0s
Hello.
agent
6.2s
Hello.
customer
7.2s
Hello.
customer
8.0s
Yes, who is this?
हां जी कौन?
agent
8.9s
Sir, I was speaking from [inaudible] from there.
सर [inaudible] से बात कर रहा था मैं तो वहां से।
customer
10.8s
What, sir?
क्या सर?
agent
11.5s
Sir, I was calling from JSW One.
सर JSW One से बात कर रहा था।
customer
13.4s
Okay. Your voice is breaking right now, sir.
अच्छा। आवाज ब्रेक हो रही है सर अभी आपकी।
agent
15.8s
Hello, is it audible now, sir?
Hello, अभी आ रही है सर?
customer
17.3s
It is, go ahead.
आ रही है, बोलिए।
agent
18.0s
I was saying, sir, I'm calling from JSW One. Your PBS structure was registered. Do you have any new requirements for it now?
मैं बोल रहा था सर, JSW One से बात कर रहा था। ये आपका PBS structure registered था। अभी इसमें कुछ requirement है क्या आपका नया चल रहा है?
customer
23.5s
Sir, the requirement is always there, sir. I have given it to you people many times. But no reply ever comes after giving it.
Requirement सर रहती है सर, मैं बहुत बार दे चुका हूं सर आप लोगों को। पर कुछ reply आता नहीं है सर देने के बाद कभी भी।
customer
28.5s
Every time a new person calls.
हर बार नया person phone करता है।
agent
30.0s
It's been a long time for this thing, sir.
काफी टाइम हो गया सर इस चीज को।
agent
31.4s
Sir, on the system, the last one is from last year. Now I don't know what you shared.
सर system पे last time तो last year का ही पड़ा हुआ है। अब पता नहीं आपने क्या share किया।
customer
34.3s
I don't know. I get a lot of calls. The call comes, sir, it comes many times, and we talk too.
पता नहीं। फोन तो बहुत बार आता है। फोन आता है सर, बहुत बार आता है, बात भी करते हैं।
customer
37.6s
After that, nothing special happens, like, you know sir, a proper person is following up, chasing it.
उसके बाद कोई खास ऐसा कोई नहीं आता कि कोई, होता है ना सर, proper कोई आदमी follow up कर रहा है, पीछे कर रहा है।
customer
41.9s
Every time a new, new person, a new person talks.
हर बार नए, नए person, नया person बात करता है।
agent
43.8s
Hmm hmm hmm.
हम्म हम्म हम्म।
customer
44.4s
But even when we give the requirement, I have given the requirement on WhatsApp two or three times. But the rates never come on any day, sir.
पर requirement देते भी हैं तो दो-तीन बार WhatsApp पे requirement भी दिया है उनको। पर rate आते ही नहीं है किसी दिन सर।
customer
48.6s
After saving this number, the rates never come from your side.
ये number save करके उसमें rate उसके बाद आते ही नहीं आपके यहां से।
agent
50.8s
Hmm hmm.
हम्म हम्म।
customer
51.4s
I don't know, we send a requirement, but no reply comes.
पता नहीं हम कोई requirement भेजते हैं, कोई reply तो आता नहीं है।
agent
54.2s
You should get the rate like that, our best sellers quote you.
ऐसा rate तो मिलना चाहिए, हमारे best seller ही आपको quote करते हैं।
customer
56.7s
What, sir?
क्या सर?
agent
57.5s
Sir, actually [inaudible] the price list [inaudible] you should have received the rate.
सर actually [inaudible] तो price list [inaudible] rate तो आपको मिलना चाहिए था।
agent
62.2s
I don't know where the gap is coming from, but...
I don't know, gap कहां से आ रहा है but...
customer
64.6s
It's not just my complaint, sir. And all the people connected with us in this, your calls come, everyone says the same thing. This is not my complaint alone.
मेरे अकेले की complaint नहीं है सर। And जितने भी हमारे इसमें बहुत से लोग जुड़े हैं, आप लोगों के फोन आते हैं, सब लोगों का यही कहना है। मेरे अकेले की complaint नहीं है ये।
customer
69.6s
That sir, this is happening with me.
कि सर जी मेरे साथ ऐसा हो रहा है।
customer
71.5s
It's happening with everyone. You people call, after that, there is absolutely no reply from your end.
सभी के साथ में हो रहा है। फोन करते हैं आप लोग, उसके बाद reply बिल्कुल आगे से नहीं है।
agent
74.0s
Hmm hmm.
हम्म हम्म।
customer
75.3s
And our requirement is always there, sir. We face a shortage of everything, we have a daily requirement.
और हमारी requirement तो हमेशा रहती है सर। हर चीज की shortage ही पड़ती है, daily हमें requirement पड़ती है।
agent
78.9s
Okay.
अच्छा।
customer
79.4s
This is not a client who can be dealt with only once from one number.
ये तो कोई ऐसा तो है नहीं client है जो एक number से एक ही बार deal हो पाएगा।
customer
82.5s
Those in the building line, we have a daily requirement every day.
Building line में आने वाले रोज, रोज तो daily requirement रहती है हमारी तो।
agent
84.9s
Yes, yes. Okay, sir.
हां जी, हां जी। ठीक है सर।
customer
85.9s
Now if your reply doesn't come, what will one do next?
अब आप reply नहीं आ रहा तो आगे से तो क्या करेगा?
agent
87.6s
No sir, I will definitely reply. You share a query with me. Here on your WhatsApp...
नहीं सर, reply बिल्कुल करूंगा मैं। आप एक query मेरे साथ share करो। इधर आपके WhatsApp पे तो...
customer
90.2s
You tell me, what is the rate for five to ten?
आप ही तो बता दीजिए ना, पांच से दस का क्या rate है?
agent
92.1s
Today's, what is the rate for eight to ten?
आज का, आठ के दस का rate कितना है?
customer
93.7s
Thickness five to ten.
Thickness पांच से दस।
agent
95.2s
Hmm hmm hmm. 64200. That was yesterday's, today's hasn't come yet.
हम्म हम्म हम्म। 64200. वो कल का था, आज का वैसे आया नहीं है।
agent
98.2s
As far as I know, they were saying the market will go down by five hundred because the local market rate had fallen yesterday.
जहां तक है कि पांच सौ market बोल रहे थे नीचे जाएगा क्योंकि local market का rate गिरा था कल।
customer
101.4s
Yes, yes.
हां हां।
agent
102.2s
Hmm hmm hmm. So let today's rate come, then we'll see.
हम्म हम्म हम्म। तो अभी आज का rate तो आ जाए, फिर देखते हैं।
agent
104.7s
Yesterday it was 64200.
कल तो 64200 था।
customer
106.2s
64200 was yesterday?
64200 था कल?
agent
107.4s
Hmm hmm. FOR, is it FOR or ex-work?
हम्म हम्म। FOR, FOR है या ex-work?
customer
108.7s
This was for Ghaziabad. Ex-Ghaziabad.
ये गाजियाबाद का था। Ex-गाजियाबाद।
agent
110.2s
Okay. Ex-Ghaziabad's.
अच्छा। Ex-गाजियाबाद का।
agent
111.6s
Hmm hmm. You are telling me the rate for 250?
हम्म हम्म। 250 का rate बता रहे हैं मुझे?
customer
113.2s
Yes sir, 250.
हां सर, 250।
agent
114.2s
Hmm.
हम्म।
customer
115.8s
Okay sir, I understood.
ठीक है सर, समझ गया मैं।
customer
117.0s
Once, or else, it's not regular that you... or else we get some messages that this is the rate, a standard, its standard rates should come.
एक बार, या तो फिर मतलब कि regular नहीं होता कि आपके, या तो फिर हमारे पास कोई messages आ जाएं कि ये rate है, एक standard, standard इसके rate आ जाएं।
agent
121.5s
Okay, okay.
अच्छा अच्छा।
agent
122.0s
No sir, look, on this WhatsApp of yours, I guess I had messaged before too but it's only showing a single tick. Is this not your WhatsApp?
नहीं सर, अभी देखो जी, आपके ये वाले जो WhatsApp है ना आपका, इसपे मैंने message तो I guess पहले भी किया था but इसमें single tick ही जा रहा है message। ये WhatsApp नहीं है क्या आपका?
customer
127.5s
It is, it is WhatsApp.
है, WhatsApp है।
agent
128.4s
Okay. I have just sent a message. If you want to know the rates, just send a message, I get the rates daily.
अच्छा। मैंने अभी message तो डाला है मैंने। आपको rate-wate जानना हो तो message डाल दीजिए, rate तो रोज ही आते हैं मेरे पास में।
agent
132.3s
That I will tell you.
वो तो मैं आपको बता ही दूंगा।
agent
133.7s
Okay? So I have messaged now, it shows a single tick, you check it once after receiving.
ठीक है? तो मैंने message किया अभी, single tick गया है, एक बारी आप देख लेना receive करके।
agent
136.6s
I have also mentioned the mail. So if there's a requirement, connect.
मैंने mail भी mention कर दिया है। तो requirement हो तो connect करना।
customer
138.8s
I haven't received the message...
मेरे पास तो message...
agent
140.0s
[inaudible] 9875
customer
142.3s
8896751232?
agent
144.2s
Yes, this one, I sent a message on this but it's a single tick. The message hasn't been delivered yet.
हां, यही, इसी पे मैंने message तो डाला but single tick ही है। आया नहीं message अभी तक।
customer
147.6s
Maybe it's because of the phone that it's not coming.
शायद हो सकता है फोन के ऊपर है इसलिए नहीं आ रहा होगा।
customer
149.4s
Do you have this mail? info@fabtech.com
ये mail है आपके पास? info@fabtech.com
agent
151.2s
Yes, this is ours, sir.
हां, यही है सर हमारी।
agent
152.8s
I'll also send a mail to this mail ID of yours.
मैं आपके ये mail पे मैं mail भी डाल देता हूं एक।
customer
155.0s
Okay.
ठीक है।
agent
155.5s
Okay?
ठीक है?
customer
155.9s
Okay, send it.
ठीक है, डाल दीजिए।
agent
156.9s
Okay. Yes.
Okay. हां जी।