JSWOzonetel · Call Analysis

Call 21112178955540971 2026-09-16 · dhruv · 1:18

CampaignDispositionCould we hear it?Language TurnsPitch type
IS_MFG_CR_GI_GP_Coated_Sep26 No_requirement full conversation 19 turns, clean transcript (0% inaudible) Hindi 19 supply_led (campaign_name:medium)
Audio: noisy: Significant background noise from a call center environment on the agent's side.

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
+0.20
confidence high · +2/−0 from 4 hits
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 greet, 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 lead with a supply or price hook, instead jumping directly to 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) Agent did not ask any of the six required discovery questions about the customer's business or procurement.
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
The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out. The local rate and your rate come out to be the same, so what's

Summary

The agent opened by asking for requirements, and the customer immediately raised a price objection, stating JSW One's rates are the same as local suppliers. The customer confirmed they have a requirement but see no benefit. The agent agreed with the customer's price concern, failed to conduct any discovery or counter the objection, and ended the call with a vague promise to call back if prices improve.

Coaching

When a customer objects on price, you must counter it by explaining our 'landed cost' advantage instead of simply agreeing with them and ending the call.
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

StepWtResultQs EarnedEvidence from the transcript
SL1 Opener & permission 2 fail – 0.0
Sir, I was calling from JSW One.
Agent identified JSW One but did not greet, use the customer's name, or ask for permission to speak.
SL2 Hook (supply/price signal) 2 fail – 0.0
Sir, is there any requirement for sheet metals etc.?
Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements.
SL3 Discovery (6 Qs) 2 fail 0 0.0
Agent did not ask any of the six required discovery questions about the customer's business or procurement.
SL4 Pitch (2-3 USPs) 1 fail – 0.0
No discovery was done, and consequently no USPs were pitched.
SL5 Qualify 2 fail – 0.0
There is a requirement, but the rate doesn't work out.
Although the customer confirmed a requirement, the agent did not attempt to capture any specifics like grade, size, or quantity.
SL6 Closure with next step 1 fail – 0.0
If some additional support for the price comes, I will let you know.
The closing was a vague, non-committal statement, not a specific next step like a quote or a scheduled callback.

Objections supplementary — never inside the /10

TypeStateCustomer saidRep replied
price mishandled
The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out. The local rate and your rate come out to be the same, so what's the benefit then?
That's right, sir... Actually, the pricing is going very competitive because our quantity is also retail, right sir?

Conversation mechanics measured from turn timings, not judged by the LLM

Talk ratioAgent talkCustomer talk Dead airLongest monologueWPM InterruptsAgent turnsCust turns Q marks
0.5 13.8s 13.8s 50.4s 4.0s 313.0 0 11 8 4

Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)

customer
0.8s
Hello?
हॅलो?
agent
1.5s
Yes?
हां?
agent
2.0s
Sir, I was calling from JSW One.
सर JSW One से बात कर रहा था मैं।
customer
3.9s
Speak.
बोलिए।
agent
4.8s
Sir, is there any requirement for sheet metals etc.?
सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?
customer
7.1s
The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out.
रेट का नहीं जमता है सर। रिक्वायरमेंट तो रहता है लेकिन रेट का नहीं जमता है।
agent
10.1s
Okay.
अच्छा।
customer
10.6s
The local rate and your rate come out to be the same, so what's the benefit then?
लोकल का रेट और तुम्हारा रेट सेम ही आता है, क्या फिर फायदा है?
agent
13.6s
That's right, sir.
बराबर है सर।
agent
16.2s
Okay sir, no issue.
ठीक है सर, कोई इशू नहीं।
customer
17.3s
If it's less, then in taking it...
कम होता है तो लेने में...
agent
18.6s
Yes?
हां?
agent
19.1s
No no, what you're saying is right, sir. Actually, the pricing is going very competitive because our quantity is also retail, right sir?
नहीं नहीं, बात सही है सर। एक्चुअली क्या है pricing बहुत competitive ही जा रहा है क्योंकि quantity भी अपना retail रहता है ना सर।
customer
23.3s
That's right, even in retail it should be fine, right? You... compared to local, your operation is much bigger, right?
बराबर है, retail में फिर भी ठीक है ना। आप लोकल से तो आपका पूरा बड़ा काम है ना।
agent
27.1s
What you're saying is right, sir.
बात सही है सर।
customer
28.1s
Yes, local and then you are giving the same rate, so what's the point.
हां, लोकल और फिर आप एक ही सेम ही रेट दे रहे तो फिर क्या है।
agent
30.9s
Okay, sir. If some additional support for the price comes, I will let you know.
ठीक है ना सर। प्राइस का अगर कुछ सपोर्ट एडिशनल आता है तो मैं आपको बताता हूं इसमें।
customer
33.8s
Okay.
ठीक है।
agent
34.5s
Okay sir.
ओके सर।