Call 34972178962952611 2026-09-17 · Kartikey Chauhan · 2:20
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | General Enquiry | full conversation 37 turns, clean transcript (3% inaudible) | Hindi | 37 | supply_led (campaign_name:medium) |
Audio: clear: Initial crosstalk from a third party before the main call begins.
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
not_in_stockyard
Customer's previous inquiry for the same material (Color coated TPTL coil, RAL 9005) was not fulfilled as it was 'not in stock'.
4 · Sentiment
the CUSTOMER
-0.47
confidence high · +1/−13
from 14 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
agent did not ask if it was a good time to talk, jumping directly to the requirement.
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 provide a supply or price hook; the customer's complaint pre-empted any chance to do so.
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 and the end application, missing 4 of 6 discovery questions.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
did well
Qualify
Sir, if you have something now, can you tell me?
Summary
The customer immediately complained about a past inquiry where they never received a quote. The agent explained it was due to lack of stock. The customer then repeated the same requirement: 6 tons of color-coated TPTL coil in black (RAL 9005). The agent took the details and promised to check for availability, leaving the outcome uncertain.
Coaching
When a customer raises a past service failure, first acknowledge their frustration and apologize, then commit to a firm response time for this new inquiry before proceeding.
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 | Uh yes sir, do you have any requirement for JSW right now, sir? agent did not ask if it was a good time to talk, jumping directly to the requirement. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
agent did not provide a supply or price hook; the customer's complaint pre-empted any chance to do so. |
| SL3 Discovery (6 Qs) | 2 | fail | 2 | 0.0 | No, I mean, with the coil, what further processing will you do? agent only established what the customer manufactures and the end application, missing 4 of 6 discovery questions. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
agent did not pitch any USPs; the call was focused on capturing a specific, pre-existing requirement. |
| SL5 Qualify | 2 | pass | – | 2.0 | Sir, if you have something now, can you tell me? agent successfully asked for and captured the details of the customer's current requirement. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | well, I'll check, if it's available I'll definitely let you know. the closing was a vague promise, not a committed next step with a specific turnaround time. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.419 | 30.4s | 42.1s | 67.5s | 4.7s | 270.4 | 1 | 18 | 18 | 5 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
unknown
0.8s
Hey, where did it go? Harish, start the video.
हे, कहाँ चला गया? हरीश, स्टार्ट कर वीडियो।
customer
2.8s
Hello.
agent
3.4s
Hello.
agent
4.3s
Uh sir good afternoon. This is Karthik speaking from JSW One.
Uh sir good afternoon. Karthik se baat kar raha tha JSW One se.
customer
7.0s
Yes.
हांजी।
agent
7.8s
Uh yes sir, do you have any requirement for JSW right now, sir?
अह हांजी सर, अभी अपना कुछ requirement है क्या JSW का सर?
customer
9.9s
Sir, we give it, but we don't get rates from you. You take the requirement, say you're sending the quotation right away. For weeks, the quotation doesn't arrive.
सर देते हैं, आपके यहां से rate ही नहीं मिलते हैं। Requirement ले लेते हैं, quotation के लिए बोल देते हैं कि अभी भेज रहे हैं। हफ्ते हफ्ते तक quotation ही नहीं आती।
agent
16.5s
Hmm, sir that last requirement was not in stock, and to inform that...
हम्म, सर वो last requirement तो stock में नहीं था, और वो inform तो...
customer
19.0s
No, it wasn't in stock, but you have to inform, man. I gave two requirements, no reply is coming, nor is the person picking up the phone. Who will do business with you people like this?
नहीं stock में नहीं था, inform तो करना होता है ना यार। दो requirement दी, ना कोई जवाब आ रहा है, ना फोन उठा रहा है अगला बंदा। कौन करेगा ऐसे काम आप लोगों के साथ?
agent
24.8s
Uh...
अह...
customer
25.5s
Which phone for you... There was some madam named JSW Anupama.
आपको कौन सी फोन... JSW Anupama करके कोई मैडम थी।
agent
28.7s
I see.
अच्छा।
customer
29.5s
Now the phone, I mean, I get regular calls from JSW One, but when I give a requirement, there's no response, man.
अब फोन, मतलब फोन बराबर आते हैं मेरेको JSW One से, जब requirement दो कोई जवाब नहीं आता यार।
agent
33.6s
Hmm hmm.
हम्म हम्म।
agent
34.8s
Hmm, okay sir, I'll take the requirement, we will give it our best try. We do keep stock.
हम्म, चलिए सर, मैं requirement लेता हूं, वो तो अपना best try देगा। वो तो stock करते ही हैं।
customer
38.8s
Okay.
ठीक है।
agent
39.2s
Sir, if you have something now, can you tell me?
अभी सर है कुछ तो बता सकते हो आप?
customer
40.6s
Sir, that old requirement has come up again in repeat. If you have it, let me know, if not then it's okay.
सर वो जो पुरानी requirement थी वो फिरसे repeat में आ रखी है। अगर हो तो मेरेको बता देना, नहीं हो तो कोई बात नहीं।
agent
44.5s
1250, right?
1250 ना?
customer
45.3s
Yes?
हांजी?
customer
46.0s
No 3 1250... below 3 1250, sir, it was for color coated sheet. Color coated TPTL coil in black color.
नहीं 3 1250... 3 1250 के नीचे सर color coated sheet की थी। Color coated TPTL coil black color में।
agent
51.0s
I see.
अच्छा।
customer
51.5s
R A L 9... yes.
R A L 9... हां।
agent
53.2s
Jet black, this in profile... you needed coil?
Jet black, ये profile में... coil चाहिए था?
customer
55.0s
Is it jet black?
Jet black है क्या?
customer
55.5s
I need it in coil form. Coil. Coil.
Coil form में चाहिए। Coil. Coil.
agent
58.0s
Okay. Profile...
ठीक है। Profile...
customer
59.5s
No, I don't use profile at my place.
नहीं profile नहीं लगती मेरे यहां पे।
agent
61.0s
I see. No, I mean, with the coil, what further processing will you do?
अच्छा। नहीं मतलब coil का मतलब आप further processing क्या करोगे?
customer
63.6s
We get it slitted and then make our items from it.
उसको slitting करवा के हम उसके अंदर अपनी item बनाते हैं।
agent
66.1s
Okay, fine. Okay. One second. Jet black. Okay. One moment...
अच्छा ठीक है। Okay. One second. Jet black. ठीक है। एक बार...
customer
69.8s
For you the color code... of six tons...
आपको color code... छे टन की...
agent
70.8s
Yes, of six tons...
हां छे टन की...
customer
71.2s
Assume it, no problem. You note down the color code. R A L 9005.
मान लो आप, कोई दिक्कत नहीं। आपको color code note कर लो। R A L 9005.
agent
74.6s
Yes, 9005 jet black. Okay.
हां 9005 jet black. ठीक है।
agent
76.5s
This is used more in the north. Okay, well, I'll check, if it's available I'll definitely let you know.
ये north में ज्यादा लगता है। ठीक है, चलो मैं देख लेता हूं, होगा तो बताता हूं फिर बिल्कुल।
customer
80.0s
[inaudible]