Call 21112178954991781 2026-09-16 · dhruv · 2:15
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | General Enquiry | full conversation 29 turns, clean transcript (0% inaudible) | Gujarati | 29 | supply_led (campaign_name:medium) |
Audio: clear: Some background chatter on the agent's side, but the main speakers are clear.
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
-0.12
confidence high · +2/−4
from 15 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 ask for permission to speak before asking about requirements.
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 call was immediately derailed by a customer complaint, and the agent never delivered a hook.
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 did not ask any discovery questions; the conversation was entirely about the customer's past negative experience.
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:
credit incumbent_supplier
the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI.
we are not getting a proper response from your side.
Summary
The agent contacted a customer who immediately raised complaints about poor responsiveness and a last-minute change in payment terms on a previous inquiry. The agent acknowledged the issues but failed to resolve them or pivot the conversation back to a sales process. The call ended with no next steps after the customer expressed their dissatisfaction.
Coaching
When a customer raises a past service issue, acknowledge it, but then pivot back to the script to regain control and solve their current need.
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 ask for permission to speak before asking about requirements. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The call was immediately derailed by a customer complaint, and the agent never delivered a hook. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
Agent did not ask any discovery questions; the conversation was entirely about the customer's past negative experience. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No discovery was performed, and no USPs were pitched. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Agent asked if a requirement exists but failed to capture any details after the customer confirmed they have needs. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The call ended with a generic 'call us if you need anything,' not a committed next step. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| credit | mishandled | the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI. |
Correct, yes. |
| incumbent_supplier | mishandled | we are not getting a proper response from your side. |
Sir see, how it is, it's an online portal, right sir, so the team keeps changing. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.444 | 23.8s | 29.8s | 81.4s | 7.7s | 352.9 | 0 | 15 | 14 | 2 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.8s
Hello.
agent
1.1s
Hello.
customer
1.7s
Yes.
हां.
agent
2.2s
Sir, I was calling from JSW.
सर JSW से बात कर रहा था मैं।
customer
3.3s
Yes.
हां.
agent
3.9s
Uh sir, your account was registered on our portal, so I had called regarding that, sir. Just to understand, is there any requirement for sheet metals live right now for this month?
अह सर अपना अकाउंट रजिस्टर्ड था हमारे पोर्टल पे, सो उसके रिगार्डिंग मैंने कॉल किया था सर। Just to understand, कुछ रिक्वायरमेंट है सर sheet metals में लाइव अभी ये month के लिए?
customer
8.9s
No, we do have requirements, but we are not getting a proper response from your side.
નહીં, રહેતી હૈ પણ આપકે યહાં સે કોઈ રિસ્પોન્સ પ્રોપર નહીં મિલ રહા હૈ.
agent
12.0s
Okay.
अच्छा।
customer
12.8s
So it's not enjoyable to work.
તો કુછ મજા નહીં આ રહા હૈ વર્ક કરને કા.
agent
15.2s
Okay, what issue are you facing, sir?
अच्छा, क्या इशू आ रहा है सर?
customer
15.9s
I had told you, there is no proper response from your side.
બતાયા થા આપકો, કોઈ મતલબ પ્રોપર રિસ્પોન્સ હી નહીં હૈ આપકે યહાં સે.
agent
18.3s
Okay, meaning...
अच्छा, मतलब...
customer
19.3s
There is still no proper response, then after the offer is gone, a call back comes from your side asking what happened.
કોઈ કોઈ અભી ભી પ્રોપર રિસ્પોન્સ ભી નહીં, ફિર ઓફર જાને કે બાદ ફિર આપકે યહાં સે કોલ બેક આતા હૈ કી ક્યા હુઆ.
agent
23.7s
Hmm hmm.
हम्म हम्म।
agent
24.5s
That's what I said, that let me try talking to you once to see what...
वही मैं बोला कि एक बार मैं बात करके देखता हूं आपसे कि क्या...
customer
26.8s
No, I mean, every time I talk to a different person, it's not enjoyable.
નહીં, બહોત મતલબ હર બાર અલગ અલગ બંદે સે બાત હોતી હૈ, કુછ મજા નહીં આતા.
agent
29.5s
Sir, see, how it is, it's an online portal, right sir, so the team keeps changing. Sometimes the account is in someone's bucket or something like that. But yes, if a response is not coming, I can check that.
सर देखिए, कैसा है कि ऑनलाइन पोर्टल है ना सर, तो मतलब टीम तो चेंज होती रहती है। कभी किसी के बकेट में रहता है अकाउंट या कुछ ऐसा रहता है। But हां, यह है कि रिस्पांस अगर नहीं आ रहा है तो मैं उसको चेक कर सकता हूं मैं।
agent
35.5s
Because as I can see, last time you also...
क्योंकि जैसे मैं देख पा रहा हूं लास्ट टाइम भी आपने जो...
customer
37.2s
We talked four or five times and no solution came. After that, we even bought 50-60 tonnes.
ચાર પાંચ બાર બાત હો ગયા ઔર કુછ સોલ્યુશન નહીં આયા. ઉસકે બાદ તો હમને 50-60 ટન લે ભી લિયા.
customer
41.0s
I mean, it's not properly enjoyable to work.
મતલબ પ્રોપર નહીં મજા આ રહા હૈ કામ કરને મેં.
agent
43.3s
Hmm hmm hmm.
हम्म हम्म हम्म।
customer
44.0s
Previously also, something was finalized, the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI.
આગે ભી મતલબ કુછ ફાઇનલ હુઆ થા, પેમેન્ટ ટર્મ્સ કા ભી હો ગયા થા, ફિર બોલા કી નહીં, ક્રેડિટ નહીં હોગા. અભી આપકો અગેન્સ્ટ પીઆઈ કરના પડેગા.
agent
49.6s
Correct, yes.
Correct, हां।
customer
50.2s
It's done.
હો ગયા.
customer
50.8s
I mean, every time some new new terms and all are coming up.
મતલબ હર બાર કોઈ મતલબ નયા નયા ટર્મ્સ ઔર વો આ રહા હૈ.
agent
53.6s
Understood.
समझ गया।
agent
54.8s
Okay sir. If you ever feel you can give us some business, then please let us know, sir.
ठीक है सर। अगर कभी लगता है आपको हमें कुछ दे सकते हैं तो आप बताइएगा सर।
customer
58.3s
Okay, okay.
agent
59.3s
Thank you.