Call 34972178964586471 2026-09-17 · Sajal Bhaskar · 5:21
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | General Enquiry | full conversation 54 turns, clean transcript (0% inaudible) | Hindi | 54 | supply_led (campaign_name:medium) |
Audio: clear: Some slight background noise on the customer's end, but it does not affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
1.0/10
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
-0.47
confidence high · +0/−7
from 8 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
rejection
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 a business question.
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 lead with a supply or price hook, instead asking about a requirement.
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 current brands, failing to discover manufacturing process, application, volume, 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
[137s] CUSTOMER: The rate difference is very big, sir.
did well
Pitch (2-3 USPs)
[66s] AGENT: The best, the best quality, with a warranty of over 15 years. There are no complaints about it.
Summary
The agent contacted a lead who required color-coated coil. The agent correctly identified that the customer was likely using a lower-spec or counterfeit JSW product and educated them on the genuine product. However, when the agent quoted the price for the correct material, the customer objected to the cost. The agent was unable to handle the objection and ended the call without establishing a next step.
Coaching
When a customer objects to price, re-engage by offering a formal quote to compare landed costs, instead of immediately accepting the 'no' and ending the call.
Missed:
SL1 Opener & permission 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 | fail | – | 0.0 | [12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now? Agent did not ask if it was a good time to talk, jumping directly to a business question. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 | [12s] AGENT: Sir, is there any requirement for steel in PRP Prakash Steel Industries right now? Agent did not lead with a supply or price hook, instead asking about a requirement. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | [24s] AGENT: ...which brand do you take? Agent only asked about current brands, failing to discover manufacturing process, application, volume, or payment terms. |
| SL4 Pitch (2-3 USPs) | 1 | pass | – | 1.0 | [66s] AGENT: The best, the best quality, with a warranty of over 15 years. There are no complaints about it. Agent correctly pitched quality and warranty USPs when customer's current material spec seemed incorrect for a genuine JSW product. |
| SL5 Qualify | 2 | fail | – | 0.0 |
Agent failed to capture critical qualifying information like quantity, thickness, width, or delivery location. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | [148s] AGENT: Alright sir, okay. Agent accepted the customer's rejection and ended the call without proposing any next step like sending a quote or scheduling a callback. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| price | mishandled | [137s] CUSTOMER: The rate difference is very big, sir. |
[140s] AGENT: I was already saying that if you compare with a secondary brand, it won't work out, sir. |
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 |
|---|---|---|---|---|---|---|---|---|---|
| 0.708 | 77.6s | 32.0s | 211.4s | 8.7s | 292.3 | 0 | 29 | 25 | 14 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
5.1s
Hello.
हॅलो
agent
6.0s
Hello.
हॅलो
agent
6.9s
Am I speaking with Rahul ji?
राहुल जी बात कर रहे हैं?
customer
8.2s
Yes.
हां जी।
agent
9.0s
I was calling from JSW One, hello.
JSW One से बात कर रहा था, नमस्कार।
customer
11.0s
Hello.
नमस्कार जी।
agent
12.0s
Sir, is there any requirement for steel in PRP Prakash Steel Industries right now? It's been on the website for a long time.
सर जी, ये पीआरपी प्रकाश स्टील इंडस्ट्रीज में कोई रिक्वायरमेंट है क्या अभी स्टील का? काफी टाइम से वेबसाइट पर है ये।
customer
16.5s
Yes, yes.
हां जी, हां जी।
agent
17.6s
Is there any requirement for steel right now?
अभी कोई रिक्वायरमेंट है स्टील का?
customer
19.4s
Coil, we need coil.
Coil, coil चाहिए जी अपने को तो।
agent
21.2s
You need coil? Whose coil do you need?
Coil चाहिए? किसकी coil चाहिए?
customer
22.8s
The color-coated coil that comes, right?
Color coated जो coil आती है ना?
agent
24.5s
Okay, color coated. Which one, I mean, which brand do you take?
अच्छा, color coated. कौनसा मतलब, ये कौनसे brand का लेते हो आप?
customer
27.5s
JSW, Megastar, Kamdhenu.
agent
30.0s
Okay, you take JSW's? With TC, with test certificate?
अच्छा, JSW का लेते हो आप? TC के साथ, test certificate के साथ?
customer
33.8s
Yes.
हां जी।
agent
34.5s
So which one do you take? Do you take Indradhanush, Pragati, or Coloron?
तो कौनसा लेते हो? Indradhanush लेते हो, Pragati लेते हो, Coloron लेते हो?
customer
37.2s
We take Coloron. The 80 GSM one.
Coloron लेते हैं। 80 GSM वाला।
agent
40.0s
Uh, Coloron is not 80 GSM, sir.
अह, 80 GSM नहीं होता सर Coloron.
customer
41.8s
Oh.
ओह।
agent
42.5s
Coloron is 150 GSM.
Coloron होता है 150 GSM.
customer
44.3s
But the stamp on it says 80.
उसपे मोहर तो 80 की आती है।
agent
46.0s
No, no. Either you are getting the wrong material. It's 150 GSM, sir. Or 80 GSM comes in GP, so without color coating. They just call it coated.
नहीं नहीं। या तो गलत मटेरियल मिल रहा है आपको। 150 GSM होता है सर। या 80 GSM तो GP में आता है, तो बिना color coated के। बस वो coated कहते हैं उसको।
customer
53.5s
Now, the coil that we get, it has a stamp on it, 'a product of JSW'.
अब हमारे पास तो जो coil आती है ना, उसपे मोहर आती है, a product of JSW.
agent
57.3s
No, that's fine, but its GSM, the coating, won't be 80 for Coloron. Coloron is our most premium material for roofing. It will be 150 GSM. It won't be lower than that.
नहीं, वो ठीक है, बट GSM उसका जो होता है, कोटिंग, 80 थोड़ी ना रहेगा Coloron का। Coloron का सबसे प्रीमियम मटेरियल है हमारा रूफिंग का वो। वो 150 GSM रहेगा उसका। उससे नीचे नहीं रहेगा।
customer
63.8s
No, we don't use it for roofing.
नहीं, हम रूफिंग में काम नहीं लेते ना जी।
agent
65.8s
No, Coloron is generally used for roofing. I mean, in the color-coated segment, Coloron is our most expensive material. The best, the best quality, with a warranty of over 15 years. There are no complaints about it. So its coating is 150 GSM.
नहीं, वो रूफिंग के लिए ही यूज़ होता है Coloron जनरली। मतलब color coated की जो वो है, सेगमेंट में सबसे महंगा मटेरियल है हमारा Coloron। सबसे बढ़िया, सबसे बढ़िया क्वालिटी का, 15 साल से ऊपर वारंटी वाला। कोई शिकायत नहीं आती उसकी। तो 150 GSM की उसकी कोटिंग रहती है।
customer
74.8s
Hmm hmm.
हम्म हम्म।
agent
75.8s
So it won't be 80 GSM, sir, as you are saying. Maybe it's some other material from a secondary brand that some local is giving in the name of Coloron. But from the company...
तो 80 GSM तो नहीं रहेगी सर, जैसे आप कह रहे हो। शायद दूसरा मटेरियल कोई होगा सेकेंडरी ब्रांड का जो ऐसी ही मतलब लोकल दे रहा हो Coloron के नाम पे। पर कंपनी से तो...
customer
82.0s
No, we don't need Coloron. We need 80 GSM, in white color. 70...
नहीं, अपने को Coloron का नहीं चाहिए। अपने को तो 80 GSM हो, white color में। 70...
agent
85.8s
It's 70 GSM, sir.
70 GSM रहता है सर।
customer
87.2s
We'll take 70.
70 ले लेंगे।
agent
88.2s
It's 70 GSM, in that you get Pragati, you get Indradhanush. But in Indradhanush, we... TC, I mean, Indradhanush material is not available with TC.
70 GSM रहता है, उसमें Pragati आता है, Indradhanush आता है। बस Indradhanush में हमें TC, मतलब Indradhanush क्या है कि TC के साथ नहीं मिलता मटेरियल।
customer
92.8s
Yes, yes, yes.
हां हां हां।
agent
93.8s
So, tell me what you need, do you need Pragati or Indradhanush?
तो अगर आपको बताओ क्या चाहिए, Pragati चाहिए कि Indradhanush चाहिए?
customer
96.5s
No, we need this one, give it without TC.
नहीं, अपने को तो यही चाहिए, without TC दे दो।
agent
98.8s
Uh, sir, let me check then what the price is. Wait for two minutes.
अह, मैं सर चेक कर लेता हूं फिर क्या प्राइस चल रहा है। दो मिनट रुको।
agent
102.8s
Do you have to buy it today? I mean, do you have to book it today?
आज ही खरीदना है? मतलब आज ही करना है बुक?
customer
105.0s
Yes, tell me, tell me the rate.
हां, बताओ रेट बताओ क्या है।
agent
116.0s
The rate is 90, sir.
90 का रेट चल रहा है सर।
agent
118.0s
For the sheet.
शीट का।
customer
119.2s
Paid or without?
Paid या without?
agent
120.5s
What sir? One second, one second. I think I... One second sir.
क्या सर? एक सेकंड, एक सेकंड। मैंने शायद... एक सेकंड सर।
agent
127.0s
The rate is 95 to 96, sir.
95 से 96 का रेट चल रहा है सर।
customer
129.0s
What is it?
क्या चीज है?
agent
129.8s
The rate is 95 to 96. Indradhanush.
95 से 96 का रेट चल रहा है। Indradhanush.
customer
132.5s
Is the tax extra on this?
इसपे tax extra है?
agent
134.2s
Tax is extra, transportation is extra. Loading is included.
Tax extra है, transportation extra है। Loading included है।
customer
137.2s
The rate difference is very big, sir.
रेट का बहुत बड़ा फर्क है जी ये तो।
agent
139.8s
I was already saying that if you compare with a secondary brand, it won't work out, sir.
मैं तो कह ही रहा था कि सेकेंडरी ब्रांड से कंपेयर करोगे तो नहीं हो पाएगा सर।
customer
142.5s
Hmm hmm.
हम्म हम्म।
agent
144.0s
Indradhanush... Indradhanush came to this much only, sir.
Indradhanush... Indradhanush इतना ही आया सर।
customer
146.8s
No sir, no.
नहीं जी, नहीं।
agent
148.2s
Alright sir, okay.
ठीक है सर, ओके।