Call 34972178964130071 2026-09-17 · Kartikey Chauhan · 1:33
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | Onboarded | full conversation 25 turns, clean transcript (0% inaudible) | Hindi | 25 | supply_led (campaign_name:medium) |
Audio: clear: The call begins with an automated IVR system before connecting to the agent.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
0.0/10
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
0.14
confidence high · +1/−2
from 5 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
The agent did not use the customer's name or ask for permission to speak.
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 skipped the hook and went directly to a requirement check, allowing the customer to take control of the call.
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)
No discovery questions were asked; the agent only reacted to the customer's price inquiries.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
Summary
The agent asked for an HR requirement, which the customer denied. The customer then took control of the call, asking for prices on specific coated products (TPGL Pragati, Indradhanush). The agent provided prices but was unsure about a specific feature (guard film) and the exact loading location. The call ended with the customer stating he would call back and the agent promising to follow up via message.
Coaching
You lost control of the call by skipping the hook and discovery; follow the pitch structure to guide the customer instead of just reacting to their questions.
Missed:
SL1 Opener & permission 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 | fail | – | 0.0 | Hello, sir, this is Kartik speaking from JSW One. The agent did not use the customer's name or ask for permission to speak. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | Uh sir, do you currently have any requirement for HR from your company, Standard Steel? The agent skipped the hook and went directly to a requirement check, allowing the customer to take control of the call. |
| SL3 Discovery (6 Qs) | 2 | fail | 0 | 0.0 |
No discovery questions were asked; the agent only reacted to the customer's price inquiries. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
No USPs were pitched as no discovery was conducted to identify customer needs. |
| SL5 Qualify | 2 | fail | – | 0.0 | Uh sir, do you currently have any requirement for HR from your company, Standard Steel? The agent asked about a requirement for one product (HR), but when the customer pivoted to another (TPGL), the agent failed to capture any specific details like quantity, full spec, or location. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | Okay sir, I'll message you after finding out. The next step is vague and non-committal; it is not a quote with a turnaround or a scheduled callback. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.656 | 21.9s | 11.5s | 59.6s | 4.1s | 282.2 | 0 | 10 | 13 | 6 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
unknown
1.0s
Hi, if you record your name and reason for calling, I'll see if this person is available.
customer
5.5s
Hi.
customer
7.3s
Excuse me.
unknown
12.1s
Thanks. Please stay on the line.
customer
17.8s
Hello?
हॅलो?
agent
19.4s
Hello?
हॅलो?
customer
20.2s
Hello?
हॅलो?
agent
21.0s
Hello, sir, this is Kartik speaking from JSW One.
हॅलो, सर कार्तिक बात कर रहा था JSW One से।
customer
23.9s
Yes, sir.
बोलिए सर।
agent
25.0s
Uh sir, do you currently have any requirement for HR from your company, Standard Steel?
अ सर अभी स्टॅंडर्ड स्टील जो आपका है कंपनी उसमे से रिक्वायरमेंट रहता है इस वक्त HR का?
customer
28.8s
No sir, no.
नहीं सर, नहीं।
customer
29.9s
What is the rate for TPGL right now, sir?
TPGL क्या रेट है सर अभी आपका?
agent
31.8s
TPGL sir, right now... which one? The colored one? Pragati?
TPGL सर अभी कौनसा? कलर वाला? प्रगती?
customer
34.3s
Pragati with guard film.
प्रगती विथ गार्ड फिल्म।
agent
35.7s
Pragati with guard film will be 95 right now, sir.
प्रगती विथ गार्ड फिल्म तो अभी होगा सर 95.
customer
38.5s
Indradhanush?
इंद्रधनुष?
agent
39.5s
Indradhanush sir, 89, consider it 88.
इंद्रधनुष सर 89, 88 मान लो।
customer
42.3s
Is it 95 with guard film?
विथ गार्ड फिल्म 95 है क्या?
agent
44.3s
This is for Pragati, right?
ये प्रगती का ना?
customer
45.3s
Yes.
हां।
agent
45.9s
Sir, I'll have to confirm if it has a guard film or not, but the base rate is around that.
सर गार्ड फिल्म उसमे है की नहीं ये कन्फर्म करना पड़ेगा लेकिन बेस रेट तो है उसके आस पास में ही है।
customer
49.8s
From where will the loading be done?
किधर से लोडिंग होगा वो?
agent
51.3s
I'll have to check that for you, if it's in Hubli... otherwise Bangalore and Taloja, it's definitely in Mumbai.
ये आपको देखना पड़ेगा, हुबली में होगा तो, नहीं तो बंगलोर और तलोजा, मुंबई में तो है ही।
customer
56.1s
Okay, I'll talk and call you later.
ठीक है, मैं बात करता हूं बाद में आपसे कॉल करता हूं।
agent
58.4s
Okay sir, I'll message you after finding out.
ठीक है सर, मैं आपको मेसेज कर देता हूं पता करके।