Call 21112178955846471 2026-09-16 · dhruv · 1:45
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | No_requirement | full conversation 36 turns, clean transcript (0% inaudible) | Hindi | 36 | supply_led (campaign_name:medium) |
Audio: clear: Some background chatter from other agents is present but does not significantly impact transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
2.0/10
no conversation
USP relevance:
matched
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
0.10
confidence high · +4/−2
from 13 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
The agent identified JSW One but did not ask for permission to speak, jumping directly into a requirement check.
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 agent did not lead with a supply or price hook; instead, they immediately asked if the customer had a requirement.
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)
The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption.
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:
incumbent_supplier price
No, only Indradhanush works for us.
Uh, won't it be any less, sir?
did well
Pitch (2-3 USPs)
This is AZ 150, the one with a 15-year warranty.
Closure with next step
I will send you the rate for Indradhanush.
Summary
The agent skipped the opener and discovery, immediately asking for requirements. The customer took control, requesting a price for a specific competitor product (Indradhanush). The agent pitched a superior JSW product but, facing resistance, ultimately agreed to send a quote for the competitor brand as requested.
Coaching
You must control the call from the beginning. Follow the script to ask for permission and deliver the hook before asking for requirements, which will allow you to lead the discovery process.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) 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 | Sir, I was calling from JSW One. Uh sir, is there any requirement in sheet metal etc. right now? The agent identified JSW One but did not ask for permission to speak, jumping directly into a requirement check. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | Uh sir, is there any requirement in sheet metal etc. right now? The agent did not lead with a supply or price hook; instead, they immediately asked if the customer had a requirement. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption. |
| SL4 Pitch (2-3 USPs) | 1 | pass | – | 1.0 | This is AZ 150, the one with a 15-year warranty. When the customer asked about a competitor brand, the agent correctly pitched the quality and warranty of the equivalent JSW product. |
| SL5 Qualify | 2 | fail | – | 0.0 | In which grade, sir? The agent asked for the grade but failed to capture any other critical qualifying details like thickness, quantity, or location. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | I will send you the rate for Indradhanush. The agent committed to a clear next step of sending the requested rate to the customer. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | No, only Indradhanush works for us. |
It works, right? I will send you the rate for Indradhanush. |
| price | mishandled | Uh, won't it be any less, sir? |
No, mine will be JSW Color On Plus. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.596 | 23.0s | 15.6s | 66.4s | 2.6s | 297.4 | 0 | 18 | 18 | 3 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.5s
Hello.
agent
1.5s
Hello.
customer
2.2s
Yes, speak.
हां बोलिए।
agent
2.9s
Sir, I was calling from JSW One.
सर JSW One से बात कर रहा था।
customer
4.6s
Yes, speak.
हां बोलिए।
agent
5.5s
Uh sir, is there any requirement in sheet metal etc. right now?
अ सर कुछ रिक्वायरमेंट में है शीट मेटल वगेरा में अभी?
customer
8.0s
Uh, in sheet?
अ शीट में है क्या?
agent
9.5s
Yes, yes.
हां हां।
customer
10.6s
Which sheet in sheet?
शीट में कौनसा शीट?
agent
11.8s
HR, CR, GI, GP, PPGL.
customer
13.9s
Eh, what is the rate for PPGL right now, sir?
ए PPGL का क्या रेट है सर अभी?
agent
15.5s
In which grade, sir? Swagat, Indradhanush, Color On, Indradhanush.
कौनसा ग्रेड में सर? स्वागत, इंद्रधनुष, Color On, इंद्रधनुष।
customer
17.6s
Color, color.
कलर, कलर।
agent
18.9s
In Color On, it will cost us 108 plus GST, ex-Kalamboli, sir.
Color On में पड़ जाएगा सर अपने को एक सौ आठ प्लस GST, ex-Kalamboli.
customer
22.0s
And 108 rupees plus GST.
और एक सौ आठ रुपये प्लस GST.
agent
23.7s
Hmm.
हम्म।
customer
24.6s
Yes.
हां।
customer
27.0s
Uh, won't it be any less, sir? Indradhanush is your brand, right?
अ कुछ कम नहीं होगा सर? इंद्रधनुष ब्रांड है ना आपका?
agent
28.8s
No, mine will be JSW Color On Plus.
नहीं, मेरा JSW Color On Plus आएगा।
customer
30.7s
Okay.
अच्छा।
agent
31.5s
This is AZ 150, the one with a 15-year warranty.
ये AZ 150 है, पंद्रह साल वॉरंटी वाला।
customer
33.8s
Okay.
अच्छा।
agent
34.8s
Yes.
हां।
agent
36.2s
Indradhanush comes without warranty, without TC, without watermark, sir.
इंद्रधनुष without warranty, without TC, without watermark आता है सर।
customer
38.9s
Okay.
अच्छा।
agent
39.5s
Bhushan's.
भूषण का।
customer
40.5s
Hmm.
हम्म।
customer
41.2s
No, I wanted Indradhanush only, so its rate is not this much, sir.
नहीं मुझे ना इंद्रधनुष ही चाहिए था तो इतना रेट नहीं है सर इसका।
agent
43.6s
Indradhanush is less, sir. What I am telling you, I am telling you for Color On Plus, sir.
इंद्रधनुष कम है सर। ये जो मैं बता रहा हूं, ये Color On Plus का बता रहा हूं सर आपको मैं।
customer
46.4s
Okay, okay.
अच्छा अच्छा।
agent
47.2s
That's why.
इसके लिए।
customer
48.4s
No, only Indradhanush works for us.
नहीं, हमारा इंद्रधनुष ही चलता है हमारे को।
agent
50.2s
It works, right? I will send you the rate for Indradhanush.
चलता है ना? मैं आपको इंद्रधनुष का रेट भेजता हूं।
customer
52.3s
And, also put its rates in.
और है ना उसके रेट भी डाल दीजिए।
agent
53.9s
Yes, okay.
हां, ठीक है।
agent
55.1s
Hmm.
हम्म।