Call 21112178955350621 2026-09-16 · sudeeps · 3:02
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | No_requirement | full conversation 34 turns, clean transcript (0% inaudible) | Marathi | 34 | supply_led (campaign_name:medium) |
Audio: clear: The customer's voice is slightly louder than the agent's, but both are clearly audible.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
4.0/10
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 notes that JSW will not quote for non-standard colors in small quantities, which the agent confirms is due to a 5 MT MOQ policy.
4 · Sentiment
the CUSTOMER
-0.27
confidence high · +14/−24
from 32 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
Hook (supply/price signal)
Agent did not lead with a supply or price hook, instead jumping directly to a qualification question.
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 drive discovery; the customer volunteered their business type (PEB) and the agent clarified payment terms, but no other questions were covered.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
−1.0 pts
Pitch (2-3 USPs)
The agent never pitched any USPs as the customer controlled the conversation with past grievances.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: ...so that the distributors don't have a monopoly. They can increase the price anytime, they can't give it to you at a higher price in the future. There should be control in the market.
objection
The customer raised 1 objection
you did not answer:
incumbent_supplier
But the response time is not great, man, for getting things done. I had made an inquiry twice before. ... formalities, frankly speaking, there are a l
did well
Opener & permission
Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel.
Qualify
Do you have any immediate requirement for steel right now?
Summary
The agent attempted to open the call, but the customer immediately took control to voice strong complaints about past experiences with JSW One's slow response times and excessive process formalities. The customer, a PEB manufacturer, also highlighted the difficulty in getting quotes for non-standard colors below the 5 MT MOQ. The agent acknowledged the feedback but did not offer a solution or attempt to regain control, and the call ended without any next steps.
Coaching
When a customer raises a past grievance, take control by acknowledging their frustration and repositioning yourself as the solution to that problem before trying to continue the script.
Missed:
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 | pass | – | 2.0 | Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel. Agent introduced himself and the company, and used the customer's name, gaining implicit permission to proceed when the customer said 'Yes, speak.' |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not lead with a supply or price hook, instead jumping directly to a qualification question. |
| SL3 Discovery (6 Qs) | 2 | fail | 2 | 0.0 | I am into PEB. ... No no, not at all. I don't want your credit. Agent did not drive discovery; the customer volunteered their business type (PEB) and the agent clarified payment terms, but no other questions were covered. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
The agent never pitched any USPs as the customer controlled the conversation with past grievances. |
| SL5 Qualify | 2 | pass | – | 2.0 | Do you have any immediate requirement for steel right now? Agent asked about a current requirement at the start of the call, and the customer confirmed none exists. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The call ended with 'Thank you' from both sides with no committed next step like a quote or a callback. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | But the response time is not great, man, for getting things done. I had made an inquiry twice before. ... formalities, frankly speaking, there are a lot of formalities. |
Hmm hmm hmm hmm. Got your point. Got it. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.316 | 27.1s | 58.6s | 96.3s | 5.2s | 287.8 | 0 | 17 | 17 | 6 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
4.9s
Hello.
हॅलो
agent
6.0s
Uh, Mr. Sandeep Parulekar from Anukriti Infratech?
हा मिस्टर संदीप पारुळेकर फ्रॉम अनुकृती इन्फ्राटेक?
customer
8.5s
Sorry?
सॉरी?
agent
9.3s
Are you Sandeep sir speaking from JS, from Anukriti Infratech?
संदीप सर बोलताय का जे एस, अनुकृती इन्फ्राटेक मधनं?
customer
11.7s
Yes.
येस.
agent
12.5s
Yes, this is Sudip speaking, sir, from JSW One MSME, Jnan Steel.
हा सुदीप बोलतोय सर, JSW One MSME, ज्ञान स्टील.
customer
14.7s
Yes, speak.
हा बोला.
agent
15.6s
Your company is registered on our portal, sir. I had called regarding a steel purchase.
तुमची कंपनी रजिस्टर्ड आहे सर पोर्टलवर आपल्या. स्टील परचेस संदर्भात फोन केला होता.
agent
19.2s
Do you have any immediate requirement for steel right now?
काही स्टील मध्ये रिक्वायरमेंट आहे का आता आपली इमिजेट?
customer
21.8s
Right now, I don't have any.
आता सध्या तरी नाहीये माझी.
customer
24.0s
Okay. But the response time is not great, man, for getting things done. I had made an inquiry twice before.
ओके. पण काय रिस्पॉन्स टाइम फार नाहीये बाबा करून देण्याचं. मागे दोनदा मी इन्क्वायरी केली होती.
customer
27.9s
Then all that, give the address, give the warehousing address, give the delivery address, so much... formalities, frankly speaking, there are a lot of formalities.
मग ते सगळं ते ऍड्रेस द्या, वेअरहाउसिंगचा ऍड्रेस द्या, डिलिव्हरी ऍड्रेस द्या, एवढं सगळं बरंच, फॉर्मॅलिटीज, फ्रँकली स्पीकिंग फॉर्मॅलिटीज पुष्कळ आहेत.
agent
33.3s
Okay. I think you had also done this for credit, sir?
ओके. तुम्ही आय थिंक सो क्रेडिटसाठी पण हे केलं होतं का सर?
customer
35.4s
What?
काय ग?
agent
36.2s
Credit, for credit. Did you want credit?
क्रेडिट, क्रेडिटसाठी. तुम्हाला क्रेडिट हवं होतं का?
customer
37.8s
No no, not at all. I don't want your credit. I never asked for credit.
नाही नाही, अजिबात नाही. मला तुमचं क्रेडिट नको मला. I never asked for credit.
agent
41.2s
Okay. You are okay with hundred percent advance, correct?
customer
42.8s
That's it. Hundred percent. I mean I am not giving any credit, why I should take credit from anyone?
agent
45.4s
Okay, got it.
agent
46.0s
Okay Sandeep, see I am your new account manager. I will share...
customer
48.1s
Basically I just say this thing, let me, let me, you know this today's scenario is like that, people want everything on fingertips. You understand, basically?
agent
52.0s
Correct, correct. Yes, yes, yes.
customer
53.2s
So, I am into PEB. So I have to give some estimate to customer based on their specification. If that is getting delayed and thereafter suppose, last time also I almost have finalized the order but someone say you have to give me this delivery order schedule, where warehousing. Because I am getting quoted, because getting quoted from your JSW, especially color is very difficult. Because you need some sizable quantity, am I right?
customer
65.4s
Blue, white is okay. Blue, white, red, green, standard color okay. But any non-standard color basically customer demand, I have to get it quoted from outside somewhere. JSW will not give you for small quantity.
agent
73.2s
Actually that is a company policy of five tons.
customer
74.8s
No, I understand. I understand. I am not, I am not against policy. But in that case, if somebody is asking me you give me the detail of where you are going to do that, that's something which is, which is practically not possible for me. Because I may get it based on the requirement, sometime if required I can get it done in Mumbai or sometime I get it done in Gujarat also.
agent
85.4s
Hmm hmm hmm hmm.
हं हं हं हं.
customer
87.4s
Okay?
agent
87.8s
Okay.
customer
88.1s
This is my difficulty because normally there are a lot of competition in white, blue and all these things. You might be knowing that thing. So unless and until you offer something special, then you get some, you know, business.
agent
95.1s
Hmm hmm hmm hmm. Got your point. Got it.
हं हं हं हं. Got your point. Got it.
customer
96.4s
Yeah.
agent
97.4s
Okay. Thank you so much.
customer
98.3s
Yeah, thank you.