Call 21112178973263751 2026-09-18 · Sajal Bhaskar · 3:29
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | General Enquiry | full conversation 44 turns, clean transcript (0% inaudible) | Hindi | 44 | supply_led (campaign_name:medium) |
Audio: clear: There is some background chatter typical of a call center environment, but it does not significantly impede transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
2.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
none
Agent had to quote a 2-3 day old price for the region, but did not state the material was unavailable.
4 · Sentiment
the CUSTOMER
-0.27
confidence high · +1/−4
from 6 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
price
What to do differently next time biggest points lost first · the quotes are from real calls
−2.0 pts
Opener & permission
The agent did not ask for permission to speak, jumping directly into a needs-based question after the greeting.
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 deliver a supply or price hook; the customer took control and immediately asked for price.
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 only asked about current brands (1/6 questions), failing to discover what the customer manufactures, their monthly tonnage, or payment terms.
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
CUSTOMER: Your price is coming out expensive, sir.
did well
Qualify
CUSTOMER: Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM.
Summary
The customer, a manufacturer in Fazilka, proactively requested a price for 20 tons of GP coil. The agent provided a 2-3 day old price, which the customer stated was expensive by ~3 rupees. The agent did not follow the pitch structure, failing to conduct discovery or pitch any value propositions to justify the price. The call ended with the agent asking the customer to send an inquiry via WhatsApp without a committed next step.
Coaching
When a customer immediately asks for price, acknowledge it but still follow the process: run discovery to understand their business so you can build value before giving a number.
Missed:
SL1 Opener & permission 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 | fail | – | 0.0 | AGENT: Sir, do you have any requirement for steel right now? The agent did not ask for permission to speak, jumping directly into a needs-based question after the greeting. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not deliver a supply or price hook; the customer took control and immediately asked for price. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | AGENT: Which brand do you deal in, by the way? The agent only asked about current brands (1/6 questions), failing to discover what the customer manufactures, their monthly tonnage, or payment terms. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
The agent did not pitch any USPs, even when faced with a direct price objection. |
| SL5 Qualify | 2 | pass | – | 2.0 | CUSTOMER: Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM. The agent successfully captured the full requirement details (material, thickness, width, GSM, quantity, location) after the customer provided them. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | AGENT: Then you send me an inquiry once. The agent placed the onus on the customer to send an inquiry and did not commit to a specific time for providing the quote. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | CUSTOMER: Your price is coming out expensive, sir. |
AGENT: Sir, that's the price going on. What price are you getting it for? |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.676 | 55.7s | 26.7s | 126.6s | 7.5s | 301.6 | 0 | 25 | 19 | 17 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
1.4s
Hello.
हॅलो
agent
2.5s
Hello, is this Atul ji speaking?
हॅलो, अतुल जी बात कर रहे हैं?
customer
4.4s
Yes.
हां जी।
agent
5.3s
I was calling from JSW One, Namaskar.
JSW One से बात कर रहा था, नमस्कार।
customer
7.5s
Namaskar.
नमस्कार।
agent
8.7s
Sir, do you have any requirement for steel right now?
अभी सर कोई रिक्वायरमेंट है स्टील में?
customer
10.3s
Yes sir, what is the price for GP?
ये सर क्या प्राइस चल रहा है जीपी में?
agent
12.5s
In GP, one second.
जीपी में, एक सेकंड।
agent
16.3s
What is the size?
साइज क्या है?
customer
17.8s
Sir, it's a 1250 mother coil or I need it in cutting of 135 and 175 mm. 2 mm and 120 GSM.
सर ये 1250 की मदर कोइल या कटिंग में चाहिए मेरेको 135 और 175 mm में। 2 mm और 120 GSM।
agent
23.2s
Hmm, 2 mm, 120 GSM. One second.
हम्म, 2 mm, 120 GSM। एक सेकंड।
agent
28.5s
Where is it needed? Ludhiana?
कहां पे चाहिए? लुधियाना?
customer
29.7s
Fazilka, sir.
फाजिल्का सर।
agent
30.9s
Where is that?
वो किधर है?
customer
32.0s
From Ludhiana, it's this way, near Jalalabad, Abohar.
लुधियाना से इधर अपने जलालाबाद, अबोहर के आसपास।
agent
34.7s
Sir, where do you source this material from? GP, I mean, from Ludhiana or do you also get it from Ghaziabad?
आप सर ये कहां से मटेरियल लेते हो? जीपी मतलब लुधियाना से लेते हो या गाजियाबाद से भी लेते हो?
customer
38.2s
From Ludhiana.
लुधियाना से।
agent
39.5s
From Ludhiana. Uh, I'll just check once. By the way, in Ghaziabad, I can tell you the rate. It's around
लुधियाना से। अ मैं फिर एक बार, वैसे गाजियाबाद में तो रेट मैं बता देता हूं। चल रहा है लगभग
agent
44.5s
One second.
एक सेकंड।
agent
47.5s
It was around 80, 85 in Ghaziabad, sir, two or three days ago.
80, 85 के अराउंड चल रहा था सर गाजियाबाद में अभी दो-तीन दिन पहले।
customer
50.5s
Okay, okay.
ओके ओके।
agent
51.0s
Right? And I'll check for Punjab once.
है ना? और मैं पंजाब का देख लेता हूं एक बार।
agent
55.0s
So, do you need to place this order immediately or were you just asking for the rate?
मतलब अभी आपको ये इमीडिएट ऑर्डर करना है कि ऐसे ही मतलब रेट जानना था?
customer
57.8s
No sir, the thing about an immediate order is that an order will only be placed if you give a price.
नहीं सर, इमीडिएट ऑर्डर की बात ऐसे है ना, आप प्राइस दोगे तभी कुछ ऑर्डर बनेगा।
agent
61.2s
Okay, I'll give you the price. Which brand do you deal in, by the way?
ठीक है, प्राइस दे देते हैं। कौनसे ब्रांड में डील करते हो बाय द वे आप?
customer
63.3s
Sir, I have Jyoti, Apollo, JSW, YMNS.
सर मेरा ज्योति, अपोलो, JSW, YMNS।
agent
66.5s
Okay, okay. 120 GSM.
ओके ओके। 120 GSM।
agent
70.5s
In Punjab also, sir, I don't have today's price, but I have the price from two or three days ago. Will that work?
पंजाब में भी सर आज का प्राइस नहीं है बट दो-तीन दिन पहले का प्राइस है, चलेगा?
customer
73.8s
Tell me, what is the price?
बताओ क्या प्राइस है?
agent
75.5s
In Punjab also, sir, it was around 85,800.
पंजाब में भी सर 85, 800 ऐसी चल रहा था।
customer
78.9s
Your price is coming out expensive, sir.
महंगा आ रहा है सर भाव आपका।
agent
80.8s
Sir, that's the price going on. What price are you getting it for?
सर इतना भाव चल रहा है, आपको कितने में पड़ रहा है?
customer
82.5s
You are quoting approximately 3 rupees plus, sir.
लगभग तीन रुपए प्लस बता रहे हो जी आप।
agent
84.5s
Three rupees? Hmm. Sir, just once, what is your quantity?
तीन रुपए? हम्म। आप एक बार सर, क्वांटिटी कितना है आपका?
customer
86.5s
Around 20 ton.
20 टन के अराउंड।
agent
88.2s
20 ton. Today itself, I mean, do you want to close it with an advance today or tomorrow?
20 टन। आज ही मतलब एडवांस में आज ही क्लोज करना है कि कल क्लोज करना है?
customer
91.5s
Sir, that will happen only if the rate is right.
सर रेट सही आएंगे तब की बात है ना जी।
agent
93.0s
No, I am saying, I am asking this, sir, because the rates are changing every day.
नहीं, मैं ये बोल, मैं इसलिए पूछ रहा हूं सर, हर दिन रेट बदल रहे हैं।
customer
95.5s
Yes, that is happening.
हां वो तो है ही।
agent
96.5s
That's why I'm asking, if you have to close it today, then I'll quickly get the rate and get it done today itself.
तभी पूछ रहा हूं कि आज क्लोज करने का है तो मैं तुरंत रेट लेके फटाफट आज की मैं आज कर दूं।
customer
100.0s
You get the rate and tell me.
आप रेट ले लो, बता दो मेरेको।
agent
101.5s
Okay. Then you send me an inquiry once.
अच्छा। तो आप मेरेको इंक्वायरी भेज दो एक बार।
customer
103.3s
Yes?
हां जी?
agent
103.8s
I am sending a WhatsApp, send the inquiry once. And what is the delivery address?
मैं WhatsApp कर रहा हूं, इंक्वायरी भेज दो एक बार। और डिलीवरी एड्रेस क्या है?