Call 34972178963883232 2026-09-17 · dhruv · 2:37
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | No_requirement | full conversation 32 turns, clean transcript (3% inaudible) | Hindi | 32 | supply_led (campaign_name:medium) |
Audio: noisy: Significant background noise and chatter on the customer's side throughout the call.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
4.0/10
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
+0.38
confidence high · +18/−1
from 17 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
send_price_will_think
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 deliver a supply or price hook, instead opening directly with a question about 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
Qualify
Agent asked if a requirement exists but failed to capture specific details like grade, width, or location needed to generate a quote.
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?
−1.0 pts
Discovery (6 Qs)
Agent did not ask discovery questions, but the customer volunteered information covering monthly tonnage, current suppliers, and payment terms (3/6).
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
did well
Opener & permission
Sir, I'm calling from JSW One.
Pitch (2-3 USPs)
we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir.
Summary
The agent contacted a manufacturing customer with regular requirements for CR and HRPO. The customer's primary concern was credit, which the agent handled by explaining JSW's policy of requiring two advance transactions. The customer expressed interest in both regular and HRPO material and asked the agent to share details, but the call ended without a firm quote or follow-up action being set.
Coaching
You let the customer lead the entire call; start with the supply-led hook to establish value and control the conversation before asking about requirements.
Missed:
SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) 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 | Sir, I'm calling from JSW One. Agent identified self, company, and used customer name; customer gave explicit permission to speak after a brief pause, meeting the step's intent. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
Agent did not deliver a supply or price hook, instead opening directly with a question about requirements. |
| SL3 Discovery (6 Qs) | 2 | partial | 3 | 1.0 | Roughly this much, understand, around 10 tons will be needed every month. Agent did not ask discovery questions, but the customer volunteered information covering monthly tonnage, current suppliers, and payment terms (3/6). |
| SL4 Pitch (2-3 USPs) | 1 | pass | – | 1.0 | we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir. When the customer raised the topic of credit, the agent correctly pitched the relevant USP about JSW's credit policy. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Agent asked if a requirement exists but failed to capture specific details like grade, width, or location needed to generate a quote. |
| SL6 Closure with next step | 1 | fail | – | 0.0 |
The call ended with a vague agreement to share contact details, not an explicit, committed next step like a quote or a scheduled callback. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| credit | handled | with our existing vendors, it runs on credit. |
credit gets approved from our side as well, sir... we require two transactions in advance against a proforma invoice. |
| incumbent_supplier | handled | I had called and asked JSW, and they had refused me. |
Understood, sir. No, we do. I guess maybe someone told you something wrong or something like that happened. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.392 | 27.2s | 42.1s | 87.7s | 6.6s | 368.4 | 0 | 16 | 16 | 2 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
0.5s
Hello.
customer
1.4s
Speak.
बोलो।
agent
2.7s
Balaji Metal Works?
बालाजी मेटल वर्क्स?
customer
4.0s
Yes yes, speak speak.
हां हां, बोलो बोलो।
agent
5.1s
Sir, I'm calling from JSW One.
सर JSW One से बात कर रहा हूं।
customer
6.3s
One minute, one minute, one minute. Speak, sir.
एक मिनट, एक मिनट, एक मिनट। बोलिए सर।
agent
8.3s
Sir, is there any requirement for sheet metals?
सर, कुछ requirement है sheet metals में?
customer
10.1s
Um, there is a regular requirement. And how it is for us now, is that with our existing vendors, it runs on credit.
अं, रेगुलर का requirement तो रहता है। और हम लोग का अभी कैसा है, ये जो वेंडर है ना existing, उनके साथ credit पे चलता है।
agent
15.6s
Hmm hmm. Okay.
हम्म हम्म। अच्छा।
customer
16.8s
Hmm hmm.
हम्म हम्म।
agent
17.7s
Sir, you can get it on credit from our side as well, that's not an issue. The only concern from our side is that we require two transactions in advance, sir.
सर credit पे तो हमारे यहां से भी मिल जाएगा, वो दिक्कत नहीं है। कंसर्न ये है खाली हमारा कि हमें दो transaction advance लगता है सर।
customer
22.1s
What sir?
क्या सर?
agent
23.2s
I said, credit gets approved from our side as well, sir. Yes yes yes. But how it is for us, is that we require two transactions in advance against a proforma invoice. Once a business history is established, then we can also provide credit, sir.
मैंने बोला credit तो हमारे यहां से भी approve हो जाता है सर। हां हां हां। लेकिन अपने को कैसा है ना, दो transaction advance against proforma invoice लगता है। एक बार business history चालू हो जाती है तो अपन भी credit कर सकते हैं सर।
customer
30.1s
Okay, so the two relations that we will have, for two, however many tons...
अच्छा, मतलब दो relation जो अपना रहेगा, दो कितना भी ton का...
agent
32.6s
Yes. Ton doesn't matter, sir. The main thing we need to show is that the customer has transacted on the portal.
हां। ton matter नहीं करता सर। खाली मेन क्या दिखाना होता है कि customer portal पे transact किया है।
customer
36.1s
Okay, okay. Hmm hmm.
Okay, okay. हम्म हम्म।
agent
37.8s
That's it, sir.
बस सर।
customer
39.1s
Hmm. Okay sir. So I'll think about that. And how many tons, I mean, my material will be of different thicknesses, like there will be 1.5 mm and 2 mm. And there will be 3 mm too, but 3 mm will be very less. And 1.5 1.5 mm is usually more, like two tons, three tons, it will be like that.
हम्म। ठीक है सर। तो उसके लिए मैं सोचता हूं। और ton कितना मतलब अगर मेरा कैसा अलग-अलग thickness का material रहेगा, जैसे कि 1.5 mm रहेगा और 2 mm रहेगा। और 3 mm भी रहेगा, पर 3 mm बहुत कम रहेगा। और 1.5 1.5 mm ज्यादा का रहता है, जैसे कि दो ton, तीन ton, वैसा रहेगा।
agent
49.8s
No sir, no problem with that.
नहीं सर, उसमें कोई दिक्कत नहीं।
customer
50.8s
Roughly this much, understand, around 10 tons will be needed every month. But I have another one, that material I need 25-30 tons of. But with that, that material won't be available with you. It will probably be an 8 mm HR sheet.
मोटा मोटी इतना, समझो ना, हर महीने 10 एक ton चलेगा। पर दूसरा भी है मेरा, वो material मेरेको 25-30 ton लगता है। पर उसमें कैसा है, वो वाला material अपने पास, आपके पास नहीं मिलेगा। शायद 8 mm का HR में पाटा रहेगा।
agent
59.1s
Okay, okay.
अच्छा, okay.
customer
60.0s
Pickled, they call it pickled material, right?
Pickler, pickler माल बोलते हैं ना?
agent
61.4s
HRPO, pickled.
customer
62.3s
Yes yes, yes yes, it will be that material.
हां हां, हां हां, वो वाला material रहेगा।
agent
64.1s
It will be available.
मिल जाएगा ना।
customer
64.9s
Is that also available with you at JSW?
वो भी अपने पास रहता है JSW में?
agent
66.0s
We do deal in HRPO, sir.
HRPO तो करते हैं ना सर।
customer
67.1s
So, in between, I had called and asked JSW, and they had refused me.
तो मैंने पिछले बीच में फोन करके पूछा था JSW में, उन्होंने मेरेको मना किया गया था।
agent
70.3s
Understood, sir. No, we do. I guess maybe someone told you something wrong or something like that happened.
समझ गया सर। नहीं, करते हैं। I guess शायद किसी ने कुछ गलत बताया होगा या तो ऐसा कुछ होगा।
customer
73.4s
Correct. Okay sir, so whatever your number, whatever the requirement is, share that and
बराबर। ठीक है सर, तो आपका जो भी नंबर, जो भी requirement रहेगा, वो share कीजिए और
agent
76.8s
Yes yes, I'll do it right now. Absolutely.
हां हां, मैं अभी कर देता हूं। बिल्कुल।
customer
78.1s
[inaudible]