Call 21112178972987291 2026-09-18 · Kartikey Chauhan · 2:27
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | Onboarded | full conversation 33 turns, clean transcript (0% inaudible) | Hindi | 33 | supply_led (campaign_name:medium) |
Audio: clear: There is some background chatter on the agent's side, but it does not significantly affect transcription.
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
+0.41
confidence high · +6/−4
from 11 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 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 only established what the customer manufactures (which was already known) and failed to ask any other discovery questions about application, volume, or suppliers.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
−2.0 pts
Qualify
Agent only confirmed the material type (CR) and did not capture grade, width, quantity, or location for the requirement.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, this requirement you had put in on the 15th-16th, have you purchased all this or have you put it on hold?
objection
The customer raised 1 objection
you did not answer:
price
For me, the rate will start from 30.
did well
Opener & permission
Uh, yeah sir, good evening. Kartik this side from JSW One. ... Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?
Closure with next step
You send the size once, I will tell you, sir. Okay?
Summary
The customer, a furniture manufacturer, immediately raised a service complaint about previous unreturned calls from JSW. The agent attempted to resolve this by offering his personal number. The agent quoted a rate for CR steel, which the customer countered with a significantly lower price expectation. The call ended with the customer agreeing to send his specific requirements via WhatsApp for a formal quote.
Coaching
You must follow the pitch structure by conducting discovery before offering a price, as this will help you understand the customer's needs and handle objections more effectively.
Missed:
SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) 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 | pass | – | 2.0 | Uh, yeah sir, good evening. Kartik this side from JSW One. ... Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal? Agent greeted, identified himself and JSW One, used the customer's company name, and asked for requirements, which serves as permission to proceed. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal? Agent only established what the customer manufactures (which was already known) and failed to ask any other discovery questions about application, volume, or suppliers. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
Agent did not pitch any USPs. He only stated a price without framing it as a benefit or connecting it to a discovered need. |
| SL5 Qualify | 2 | fail | – | 0.0 | how much, whatever material, you take CR only, right? Agent only confirmed the material type (CR) and did not capture grade, width, quantity, or location for the requirement. |
| SL6 Closure with next step | 1 | pass | – | 1.0 | You send the size once, I will tell you, sir. Okay? Agent established a clear next step for the customer to send sizes via WhatsApp, with a commitment from the agent to provide a rate. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| previous_bad_service | handled | Sir, you call, but you don't call back, you ask for requirements, you ask everything. |
Sir, I will definitely call back. I will WhatsApp you from my personal number. You can call me anytime. |
| price | mishandled | For me, the rate will start from 30. |
It will start from 30? ... Point three, right? |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.603 | 35.4s | 23.3s | 88.3s | 5.0s | 303.4 | 0 | 17 | 16 | 8 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
5.8s
Hello?
हेलो?
agent
7.0s
Uh, yeah sir, good evening. Kartik this side from JSW One.
अह, या सर, गुड इवनिंग। कार्तिक दिस साइड फ्रॉम JSW One.
customer
10.2s
Hmm.
हम्म।
agent
12.9s
Hello?
हेलो?
customer
14.2s
Hello, speak.
हेलो, बोलिए।
agent
15.2s
Yes sir, will there be any requirement in Danshika Steel Furniture for our sheet metal?
हां सर, ये दंशिका स्टील फर्नीचर में अभी कुछ रिक्वायरमेंट रहेगा अपना शीट मेटल में?
customer
18.4s
Yes.
हां जी।
agent
19.2s
Okay sir, what all do you need?
अच्छा सर, क्या क्या चीज चाहिए?
customer
20.8s
Sir, you call, but you don't call back, you ask for requirements, you ask everything.
सर आप फोन लगाते हैं लेकिन कॉल बैक नहीं करते, रिक्वायरमेंट पूछते हैं, सब पूछते हैं।
agent
24.0s
Yes?
हां?
agent
24.8s
Okay, okay. Sir, I will definitely call back. I will WhatsApp you from my personal number. You can call me anytime.
अच्छा अच्छा। कॉल बैक सर बिलकुल करेंगे। मैं आपको WhatsApp कर देता हूं अपने पर्सनल नंबर से। फोन कर लेना आप कभी भी।
customer
29.5s
No sir, you people say the call is from JSW, you ask for requirements, when we call back, you don't pick up the call.
नहीं सर, बोलते हैं आप लोग JSW से आता है कॉल, रिक्वायरमेंट पूछते हैं, जब रिटर्न लगाते हैं तो कॉल उठाते नहीं।
agent
35.5s
Sir, I will definitely pick up your call. You tell me your requirement now, I will tell you the rate right now.
सर कॉल बिलकुल उठाएंगे आपका। आपका अभी आप रिक्वायरमेंट बताइए, मैं अभी रेट बता देता हूं आपको।
customer
40.2s
When I talk to confirm the material requirement and rate, to place an order, I don't get a return call back from you.
जब माल का रिक्वायरमेंट और रेट कन्फर्म करने के लिए, ऑर्डर डालने के लिए बात करता हूं तो रिटर्न कॉल बैक नहीं होता आपका।
agent
44.2s
Okay, okay. Yes, yes, meaning on that telephonic number, it won't happen on that one. But you can call me on my personal number. I have sent a WhatsApp.
अच्छा अच्छा। हां हां, मतलब उस वाले टेलीफोनिक नंबर पे, इसपे नहीं होगा। बट आप पर्सनल नंबर पे कर सकते हो मुझे कॉल। WhatsApp कर दिया मैंने।
customer
49.6s
Yes.
हां जी।
agent
50.4s
Yes, yes. By the way, sir, in JSW, today's rate is running at 76.
हां जी, हां जी। वैसे अभी सर JSW में आज का रेट तो इतना 76 का चल रहा है।
customer
54.4s
Yes.
हां जी।
agent
55.2s
Yes sir. JSW's CR.
हां जी सर। JSW का CR का।
customer
56.6s
For me, the rate will start from 30.
मेरे को 30 से स्टार्ट होगा रेट अभी।
agent
58.6s
It will start from 30?
30 से स्टार्ट होगा?
customer
59.8s
Yes, it will start from 30.
हां, 30 से स्टार्ट होगा।
agent
61.5s
Point three, right?
पॉइंट थ्री ना?
customer
62.6s
Yes, 030.
हां, 030.
agent
63.8s
Okay, okay, 030. Alright.
अच्छा अच्छा, 030. ठीक है।
customer
65.6s
Yes.
हां जी।
agent
66.2s
How much, whatever material, you take CR only, right?
कितना, जितना माल, CR ही लेते हो ना आप?
customer
68.2s
Yes, only CR. I will WhatsApp you.
हां, CR ही। मैं आपको WhatsApp कर दूंगा।
agent
69.8s
Okay, yes, yes, absolutely. You send the size once, I will tell you, sir. Okay?
ठीक है, हां हां बिलकुल बिलकुल। आप साइज डालो एक बारी ना, मैं आपको बताता हूं सर। ठीक है?
customer
73.2s
If you respond, I will talk, otherwise I will not, sir. That's why I am saying.
रिस्पॉन्स देते हो तो बात करूंगा, नहीं तो नहीं करूंगा सर। इसलिए बोल रहा हूं।
agent
76.0s
No sir, absolutely, absolutely. I will give you the rate right now. Just share the sizes.
नहीं सर, बिलकुल बिलकुल। आपको मैं अभी रेट दे दूंगा। आप साइजेस शेयर कर देना बस।
customer
79.2s
Okay, okay.
ठीक है, ठीक है।
agent
80.2s
Yes, yes.
हां जी, हां जी।