Call 21112178973638441 2026-09-18 · Sajal Bhaskar · 2:29
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | Does_not_deal_Steel | full conversation 36 turns, clean transcript (0% inaudible) | Hindi | 36 | supply_led (campaign_name:medium) |
Audio: clear: A pre-recorded Gujarati IVR message plays at the beginning before the human conversation starts.
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
1
/4 flags
segment: trader
3 · Supply
US
spec_not_available
Agent stated they would need to check for the requested 'skin pass' material, indicating it's a non-standard spec whose availability is uncertain.
4 · Sentiment
the CUSTOMER
+0.22
confidence high · +9/−1
from 9 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)
The agent did not lead with a supply or price hook, instead asking about past requirements which is not part of the supply-led script.
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 asked about the customer's business type and current brands, hitting just 2 of the 6 required discovery questions.
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
Although the customer stated a need (GP SP), the agent did not capture essential qualifying details like quantity, location, or delivery date.
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?
did well
Opener & permission
Hello, am I speaking with Sohan ji? ... Uh, I was calling from JSW One, hello.
Summary
The agent re-engaged a customer who immediately raised a past price objection. The customer claimed to have just booked GP Skin Pass at a price (₹76.25) significantly lower than the agent's stated market rate (₹84-85). The agent challenged the price but ultimately disbelieved the customer and ended the call by suggesting the customer continue with their current supplier, failing to establish a next step.
Coaching
When a customer quotes a price that seems incorrect, instead of disengaging, use it as a chance to qualify fully and offer a formal quote to compare the true landed cost.
Missed:
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
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| SL1 Opener & permission | 2 | pass | – | 2.0 | Hello, am I speaking with Sohan ji? ... Uh, I was calling from JSW One, hello. Agent greeted, used the customer's name, and identified JSW One, meeting the intent of the opener. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not lead with a supply or price hook, instead asking about past requirements which is not part of the supply-led script. |
| SL3 Discovery (6 Qs) | 2 | fail | 2 | 0.0 | Which brand do you take? ... You do trading work, right? Agent only asked about the customer's business type and current brands, hitting just 2 of the 6 required discovery questions. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched; the conversation was entirely focused on a price disagreement. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Although the customer stated a need (GP SP), the agent did not capture essential qualifying details like quantity, location, or delivery date. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | 76 mein to fir aap le lo sir, wahin se le lo sir. The call ended with the agent telling the customer to buy elsewhere, with no committed next step. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | handled | your rates were higher than theirs, there was a difference of four rupees. |
How can it be four rupees, sir? Which brand do you take? ... It's going for 84, 85. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.455 | 27.4s | 32.8s | 88.8s | 3.1s | 354.7 | 0 | 18 | 17 | 11 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
unknown
0.0s
Hello, I am calling from the JSW One platform
નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું
agent
4.6s
Hello, am I speaking with Sohan ji?
Hello Sohan ji baat kar rahe hain?
customer
5.9s
Yes.
Haan ji.
agent
6.6s
Uh, I was calling from JSW One, hello.
Uh JSW One se baat kar raha tha, namaskar.
customer
8.8s
Hello.
Namaskar ji.
agent
9.8s
Is there any requirement for Shyam TV right now? We haven't received any requirement for a long time.
Abhi abhi Shyam TV mein koi requirement hai kya? Kafi time se koi requirement nahi aaya tha.
customer
13.3s
Brother, I have a permanent requirement.
Bhaiya, requirement to permanent hai mere paas.
agent
15.8s
Is there anything right now? Maybe you had purchased GP...
Hai kuch abhi? Shayad aapne GP purchase kiya tha...
customer
17.2s
Your rates, last time too I took rates from you, when you were saying the material would be loaded from Faridabad... so your rates were higher than theirs, there was a difference of four rupees.
Rate aapke, pichli baar bhi rate liye the aapne, jab aap bata rahe the Faridabad se maal load... to rate aapke unse jyada aa rahe the, chaar rupaye ka difference aa raha tha.
agent
22.6s
How can it be four rupees, sir? Which brand do you take?
Chaar rupaye ka kaise aa jayega sir? Aap kaunsa brand lete ho?
customer
25.2s
I get only two, either their own Bhushan Steel or they have JSW's stock or INL's, I take either of the two.
Mere paas do hi aate hain, apna Bhushan Steel ya to unka JSW ka stock hota hai ya INL ka, dono mein se koi sa bhi le jaata hai.
agent
30.0s
And does the material come with TC?
Aur TC ke saath aata hai material?
customer
31.2s
With TC.
TC ke saath.
agent
32.2s
You do trading work, right?
Aap vaise trading ka hi kaam karte ho na?
customer
33.9s
No, our... no, we receive material, and we trade that material, like getting it cut according to our needs.
Nahi, hamara... nahi, hum pe maal aata hai, us maal ki hum trading karte hain, jaise apne apne hisaab se katwa ke.
agent
38.4s
Yes, meaning you change its size a bit and then trade it forward.
Haan matlab thoda bahut uski size change karke aage trade karte ho.
customer
40.4s
Yes yes yes yes, by changing the size.
Haan haan haan haan, size change karke.
agent
42.8s
Sir, it can't be a four rupee difference.
Sir chaar rupaye ka to nahi aa sakta.
customer
44.0s
Because... Okay, you tell me your rate for today.
Kyunki... Chalo aap apna aaj ka rate batao.
agent
46.3s
What do you need? GP?
Kya chahiye? GP?
customer
47.2s
I have booked material today, GP SP. I need skin pass, I need material in 80 GSM. I have just booked material for 76 rupees and 25 paise.
Maine aaj maal book kara hai, GP SP. Skin pass chahiye mujhe, 80 GSM mein maal chahiye. Maine abhi maal book kara hai 76 rupaye 25 paise mein.
agent
52.5s
Then sir, I will have to check for skin pass.
Woh to sir fir check karna padega skin pass ka.
customer
54.6s
What? In 76?
Kya? 76 mein?
customer
55.7s
Yes, 76 rupees and 25 paise.
Haan, 76 rupaye 25 paise.
agent
56.8s
Did you book it today or was it invoiced today?
Aaj book kara hai ki aaj invoice hua hai?
customer
58.0s
I booked it today itself. No, the material that got booked at a certain rate for me, is done.
Aaj hi book kara hai. Nahi, mera jo maal jis rate pe book ho gaya, ho gaya.
agent
60.5s
GP SP in 76?
76 mein GP SP?
customer
61.5s
Yes.
Haan ji.
agent
62.3s
You get it for me, sir, the rate of 76 is not even going on.
Aap mereko dila do sir, 76 ka rate hi nahi chal raha.
customer
64.4s
What is the rate?
Kya rate chal raha hai?
agent
65.7s
It's going for 84, 85. And that too for skin pass will go even higher.
84, 85 ka chal raha hai. Woh bhi skin pass ka to aur upar jayega.
customer
69.1s
And this rate that you are quoting, is it for GP?
Aur yeh jo aap rate bata rahe ho, yeh GP ka hai?
agent
71.1s
Yes.
Ji.
agent
72.0s
For 76, then you take it, sir, take it from there itself, sir.
76 mein to fir aap le lo sir, wahin se le lo sir.
customer
74.8s
Okay.
Theek hai.
agent
75.7s
Okay.