{ "ucid": "21112178912034851", "call_date": "2026-09-11", "start_time": "2026-09-11 15:22:28", "end_time": "2026-09-11 15:26:34", "duration_sec": 246, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd3114611ef82e9b30020be8338e6fbb8.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 202, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912034851__DIAd3114611ef82e9b30020be8338e6fbb8.mp3", "audio_bytes": 639360, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 213.12, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Hello, good afternoon. Am I speaking with Mr. Rajesh?\n[6s] CUSTOMER: Yes madam.\n[7s] AGENT: From Maybe Laser Engineering Industry?\n[9s] CUSTOMER: Yes madam.\n[10s] AGENT: Sir this is Soumya, I'm calling you from JSW One platform.\n[12s] CUSTOMER: Okay.\n[14s] AGENT: Uh sir, previously you've got in touch with us for structural steel material on our platform from JSW.\n[18s] CUSTOMER: Yes madam.\n[19s] AGENT: Right. So I would like to understand, no transaction went through. What was the reason? Is it because of price match or quantity?\n[24s] CUSTOMER: Delay, delay madam.\n[26s] AGENT: Oh is it? Okay.\n[27s] CUSTOMER: Yeah and price also.\n[28s] AGENT: Sir where are you located in Bangalore?\n[30s] CUSTOMER: Bommasandra, Electronic City, Bommasandra.\n[32s] AGENT: Bommasandra, okay. Okay. So do you speak Kannada? (Bommasandra, okay. Okay. So Kannada maathadthira?)\n[36s] CUSTOMER: I speak well. (ಚೆನ್ನಾಗಿ ಮಾತಾಡ್ತೀನಿ.)\n[37s] AGENT: That's it sir, what material requirement do you have? What is the volume? I am calling from the Bellandur office. (ಅದೇ ಸರ್, ಏನ್ material requirement ಇರುತ್ತೆ ನಿಮಗೆ? ಎಸ್ ಇದೆ volume? ನಾನು ಬೆಳ್ಳಂದೂರು ಆಫೀಸ್ ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ.)\n[42s] CUSTOMER: Hm. See, you know what? If I give you an order today, it takes three-four days for your material to arrive. What happens for us here is, we are purchasing from Durga Steel. For us, regularly, if we order in the morning, it comes by evening, or if it's missed, it comes the next day morning. (ಹ್ಮ್. See, ಇವಾಗ ಏನ್ ಗೊತ್ತಾ? ನಿಮಗೆ ಇವತ್ತು order ಕೊಟ್ರೆ, ನಿಮ್ದು three four days ಬೇಕು material ಬರೋಕೆ. ನಮಗೆ ಇಲ್ಲಿ ಏನಾಗುತ್ತೆ ಅಂದ್ರೆ we are purchasing in ದುರ್ಗಾ ಸ್ಟೀಲ್. ನಮಗೆ ರೆಗ್ಯುಲರ್ ಬೆಳಿಗ್ಗೆ order ಮಾಡಿದ್ರೆ eveningಗೆ ಇಲ್ಲ ಮಿಸ್ ಆಯ್ತು ಅಂದ್ರೆ next day morning ಬಂದ್ಬಿಡುತ್ತೆ.)\n[52s] CUSTOMER: Hm. Yes, and then in Saras Steel, there is always a rate difference of one rupee, one and a half rupees between there and here. When we calculate it in our tonnage, the minimum order we place itself is a minimum of above ten tons. Above eight to ten tons, one vehicle should arrive, that's how we order. (ಹ್ಮ್. ಹಾ, ಆಮೇಲೆ ಸರಸ್ ಸ್ಟೀಲ್ ಅಲ್ಲಿ ಒಂದು rate ಅಲ್ಲಿಗೂ ಇಲ್ಲಿಗೂನು ಒಂದು ರೂಪಾಯಿ, one and a half rupees difference ಇದ್ದೇ ಇರುತ್ತೆ. ನಮ್ಮಿ tonnage ಅಲ್ಲಿ ಲೆಕ್ಕ ಹಾಕಕ್ಕೆ ಹೋದಾಗ, ನಾವು minimum order ಕೊಡೋದನ್ನೇ minimum ಹತ್ತು ಟನ್ ಮೇಲೆನೇ order ಕೊಡೋದು. ಎಂಟರಿಂದ ಹತ್ತು ಟನ್ ಮೇಲೆನೇ ಒಂದು ಗಾಡಿ ಬಂದ್ಬಿಡ್ಬೇಕು, ಆ ತರ order ಕೊಡೋದು.)\n[1s] CUSTOMER: For us, one, one and a half rupees means a fifteen thousand difference for you. And nowadays the market is very tough. And we deal at cash price. Cash price means for immediate payment. We are not going for credit. No credit, nothing. But even for those who take credit, the rate is the same, and for us too the rate is the same, that's one thing. (ನಮಗೆ one, one and a half rupees ಅಂದ್ರೆ ನಿಮಗೆ fifteen thousand difference ಬರುತ್ತೆ. And nowadays market ಅಲ್ಲಿ ಬಾರಿ tough ಇದೆ. And ನಾವು deal ಮಾಡೋದು cash priceಗೆ. Cash price means immediate paymentಗೆ. We are not going for credit. Credit ಇಲ್ಲ, ಏನು ಇರಲ್ಲ. But credit ತಗೊಳೋರಿಗೂ ಒಂದೇ rate ಬಂದ್ಬಿಡುತ್ತೆ, ನಮಗೂ ಒಂದೇ rate ಬಂದ್ಬಿಡುತ್ತೆ, ಒಂದು ಇದು.)\n[1s] CUSTOMER: Now, I had got one last batch, a 15mm from there itself. It came to me in one day. The order I placed today came the next day evening. But before that, it was all four days minimum. Who waits for four days, madam? If an order is placed, who waits for four days? (ಈಗ last batch ಒಂದು ತರ್ಸಿದ್ದೆ, ಒಂದು 15mm ಅಲ್ಲಿಂದಲೇನೇ. One dayಗೆ ಬಂದಿದೆ ನಂಗೆ. ಇವತ್ತು order ಕೊಟ್ಟಿರೋದು next day evening ಬಂದ್ಬಿಟ್ಟಿದೆ. But ಅದರ previous ಎಲ್ಲ four days minimum. Four days ಯಾರು wait ಮಾಡ್ತಾರೆ madam? Order ಕೊಟ್ರೆ four days ಯಾರು wait ಮಾಡ್ತಾರೆ?)\n[1s] AGENT: That's why sir, now you would know the timeline, when and how much material is needed. Right? So if you plan that a little and tell us that you need this much material this week, first week or third week, fourth week, if I give you the price, won't that work? (ಸರ್ ಅದಿಕ್ಕೆ, ಇವಾಗ ನಿಮಗೆ ಗೊತ್ತಿರುತ್ತೆ timeline, ಯಾವಾಗ ಎಷ್ಟು material ಬೇಕಾಗುತ್ತೆ ಅಂತ. ಅಲ್ವಾ? ಸೋ ಅದನ್ನು ನೀವು ಸ್ವಲ್ಪ plan ಮಾಡ್ಕೊಂಡ್ಬಿಟ್ಟು ನಮಗೆ ಈ ವಾರ ಈ week first week ಅಥವಾ third week, fourth week ಅಲ್ಲಿ ಇಷ್ಟು material ಬೇಕು ಅಂತ, ನಾನು ನಿಮಗೆ price ಕೊಟ್ಬಿಟ್ರೆ ಆಗೋಗಲ್ವಾ?)\n[1s] CUSTOMER: Madam, that dispatch can also be done quickly, just a little planning that's all, how much is needed in which week... yes, tell me. (Madam, ಆ dispatchನು ಬೇಗ ಮಾಡ್ಕೋಬಹುದು, just a little planning ಅಷ್ಟೇ, ಯಾವ week ಅಲ್ಲಿ ಎಷ್ಟು ಬೇಕಾಗುತ್ತೆ... ಹಾ ಹೇಳಿ.)\n[1s] CUSTOMER: Madam, madam, our sales depend upon the customer. We don't have any regular product. If it were a regular product, I would know then what size, what will be consumed. I can plan. But ours is not like that, it's purely on a labor basis. On a labor basis, we can't manage time like that. (Madam, madam, ನಾವು depend upon customer ಮಾಡೋದು sales. ನಮ್ದು ಯಾವುದೋ regular product ಇಲ್ಲ. Regular product ಇದ್ರೆ, ನಂಗೆ ಏನ್ ಯಾವ size, ಏನ್ consume ಆಗುತ್ತೆ ಅಂತ ನಂಗೆ ಅವತ್ತು ಗೊತ್ತಿರುತ್ತೆ. ನಾನು plan ಮಾಡಬಹುದು. But ನಮ್ದು ಆ ತರ ಅಲ್ಲ, purely labor basis ನಮ್ದು. Labor basis ಅಲ್ಲಿ ನಾವು ಆ ತರ time ಇದು ಮಾಡ್ಲಿಕ್ಕೆ ಆಗಲ್ಲ.)\n[1s] CUSTOMER: Hm. Hm. (ಹ್ಮ್. ಹ್ಮ್.)\n[1s] AGENT: Are you saying you do all this as a need-based supply? (ಇದೆಲ್ಲ need-based ಮಾಡ್ತೀರಾ ಅಂತ supply ಅಂತ ಹೇಳ್ತಾ ಇದ್ದೀರಾ?)\n[1s] CUSTOMER: Yes, yes. (ಹೌದು, ಹೌದು.)\n[2s] AGENT: Hm, okay sir. What material do you take? (ಹ್ಮ್, ಸರಿ ಸರ್. ಏನ್ material ತಗೋತೀರಾ?)\n[2s] CUSTOMER: We take it, madam. Higher thickness, lower thickness. (ತಗೊಳ್ತೀವಿ madam. Higher thickness, lower thickness.)\n[2s] AGENT: Is that so? Hm. Price, let's see once, let's give a quote and see. Let's see if it matches, what the dispatch time will be. (ಹೌದಾ? ಹ್ಮ್. Price, ನೋಡೋಣ ಒಂದು ಸರಿ, ಕೊಟ್ಟು ನೋಡೋಣ. ಅದೇನ್ match ಆಗುತ್ತಾ, dispatch time ಏನ್ ಆಗುತ್ತಾ ಅಂತ.)\n[2s] CUSTOMER: Okay madam.\n[2s] AGENT: Okay, if it works for you, we will see. Call when the next enquiry comes. Contact this number. I will anyway send you a communication on WhatsApp from this number. So make an enquiry once, let's see sir. (Okay, ನಿಮಗೆ set ಆಗೋದಾದ್ರೆ, we will see. Next enquiry ಬಂದಾಗ call ಮಾಡಿ. ಇದೆ number contact ಮಾಡಿ. ನಾನು ನಿಮಗೆ WhatsApp ಅಲ್ಲಿ anyway ಒಂದು communication ಕಳ್ಸಿರ್ತೀನಿ, ಇದೆ number ಇಂದ. ಸೋ ಒಂದು ಸರಿ enquiry ಮಾಡಿ, ನೋಡೋಣ ಸರ್.)\n[3s] CUSTOMER: Okay then. (Okay ಡಾ.)\n[2s] AGENT: Right sir, thank you for-\n[2s] CUSTOMER: Yeah, thank you.\n[2s] AGENT: hearing out. Thank you so much.", "language": "Kannada", "languages": "[\"Kannada\", \"English\"]", "turn_count": 39, "connected": 1, "audio_notes": "clear: The conversation is a clear mix of English and Kannada, with many English technical and business terms used within Kannada sentences.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "39 turns, clean transcript (0% inaudible)", "band_language": "Kannada", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer raises a specific objection like long lead times, you must address it with a relevant USP (e.g., our stockyard for faster dispatch) instead of asking the customer to change their business model.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "lead_time_issue", "supply_details": "Customer requires same-day or next-day delivery, but their past experience with JSW was a 4-day lead time, which is unworkable for their need-based business model.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a previous lead who had not transacted. The customer explained the past failure was due to long lead times (4 days vs. next-day from competitors) and uncompetitive pricing. The agent failed to conduct discovery or counter these objections with relevant USPs, instead asking the customer to change their business model and to call back with a future enquiry. The call ended without a committed next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, good afternoon. Am I speaking with Mr. Rajesh? ... Sir this is Soumya, I'm calling you from JSW One platform.\", \"comment\": \"Agent greeted, used the customer's name, and identified themselves and the company.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook, instead immediately asked about a past failed transaction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the 6 required discovery questions; all key information was volunteered by the customer without being prompted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, despite the customer clearly stating objections around lead time and price.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Call when the next enquiry comes.\", \"comment\": \"Agent did not attempt to qualify a current requirement, instead pushing it to a future, customer-initiated event.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Next enquiry ಬಂದಾಗ call ಮಾಡಿ. ಇದೆ number contact ಮಾಡಿ.\", \"comment\": \"The next step was for the customer to call the agent back, which is not a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a specific objection like long lead times, you must address it with a relevant USP (e.g., our stockyard for faster dispatch) instead of asking the customer to change their business model.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"lead_time_issue\", \"supply_details\": \"Customer requires same-day or next-day delivery, but their past experience with JSW was a 4-day lead time, which is unworkable for their need-based business model.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"it takes three-four days for your material to arrive. What happens for us here is, we are purchasing from Durga Steel. For us, regularly, if we order in the morning, it comes by evening...\", \"response\": \"if you plan that a little and tell us that you need this much material this week... won't that work?\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"in Saras Steel, there is always a rate difference of one rupee, one and a half rupees between there and here.\", \"response\": \"Price, let's see once, let's give a quote and see. Let's see if it matches...\"}], \"call_summary\": \"The agent contacted a previous lead who had not transacted. The customer explained the past failure was due to long lead times (4 days vs. next-day from competitors) and uncompetitive pricing. The agent failed to conduct discovery or counter these objections with relevant USPs, instead asking the customer to change their business model and to call back with a future enquiry. The call ended without a committed next step.\"}", "error": null, "latency_ms": 40339, "input_tokens": 4496, "output_tokens": 1011, "created_at": "2026-09-25 10:58:47", "sentiment": "positive", "sentiment_score": 0.176, "sentiment_confidence": "high", "pos": 10, "neg": 3, "lex_hits": 13, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.586, "agent_talk_sec": 25.6, "customer_talk_sec": 18.1, "dead_air_sec": 202.3, "longest_monologue_sec": 4.3, "agent_wpm": 588.3, "interruptions": 1, "agent_turns": 17, "customer_turns": 22, "discovery_qs": 14, "words_agent": 251, "words_customer": 357, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912034851", "idx": 0, "speaker": "customer", "start_s": 0.47, "end_s": 0.93, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912034851", "idx": 1, "speaker": "agent", "start_s": 1.81, "end_s": 2.21, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912034851", "idx": 2, "speaker": "customer", "start_s": 2.6, "end_s": 2.98, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912034851", "idx": 3, "speaker": "agent", "start_s": 3.46, "end_s": 5.7, "text_en": "Hello, good afternoon. Am I speaking with Mr. Rajesh?", "text_native": "Hello, good afternoon. Am I speaking with Mr. Rajesh?" }, { "ucid": "21112178912034851", "idx": 4, "speaker": "customer", "start_s": 6.0, "end_s": 6.7, "text_en": "Yes madam.", "text_native": "Yes madam." }, { "ucid": "21112178912034851", "idx": 5, "speaker": "agent", "start_s": 6.92, "end_s": 8.38, "text_en": "From Maybe Laser Engineering Industry?", "text_native": "From Maybe Laser Engineering Industry?" }, { "ucid": "21112178912034851", "idx": 6, "speaker": "customer", "start_s": 8.59, "end_s": 9.27, "text_en": "Yes madam.", "text_native": "Yes madam." }, { "ucid": "21112178912034851", "idx": 7, "speaker": "agent", "start_s": 9.56, "end_s": 11.88, "text_en": "Sir this is Soumya, I'm calling you from JSW One platform.", "text_native": "Sir this is Soumya, I'm calling you from JSW One platform." }, { "ucid": "21112178912034851", "idx": 8, "speaker": "customer", "start_s": 12.3, "end_s": 12.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178912034851", "idx": 9, "speaker": "agent", "start_s": 13.8, "end_s": 18.0, "text_en": "Uh sir, previously you've got in touch with us for structural steel material on our platform from JSW.", "text_native": "Uh sir, previously you've got in touch with us for structural steel material on our platform from JSW." }, { "ucid": "21112178912034851", "idx": 10, "speaker": "customer", "start_s": 18.3, "end_s": 18.9, "text_en": "Yes madam.", "text_native": "Yes madam." }, { "ucid": "21112178912034851", "idx": 11, "speaker": "agent", "start_s": 19.0, "end_s": 23.3, "text_en": "Right. So I would like to understand, no transaction went through. What was the reason? Is it because of price match or quantity?", "text_native": "Right. So I would like to understand, no transaction went through. What was the reason? Is it because of price match or quantity?" }, { "ucid": "21112178912034851", "idx": 12, "speaker": "customer", "start_s": 23.8, "end_s": 24.8, "text_en": "Delay, delay madam.", "text_native": "Delay, delay madam." }, { "ucid": "21112178912034851", "idx": 13, "speaker": "agent", "start_s": 25.6, "end_s": 26.5, "text_en": "Oh is it? Okay.", "text_native": "Oh is it? Okay." }, { "ucid": "21112178912034851", "idx": 14, "speaker": "customer", "start_s": 27.0, "end_s": 28.0, "text_en": "Yeah and price also.", "text_native": "Yeah and price also." }, { "ucid": "21112178912034851", "idx": 15, "speaker": "agent", "start_s": 28.0, "end_s": 29.6, "text_en": "Sir where are you located in Bangalore?", "text_native": "Sir where are you located in Bangalore?" }, { "ucid": "21112178912034851", "idx": 16, "speaker": "customer", "start_s": 30.0, "end_s": 31.8, "text_en": "Bommasandra, Electronic City, Bommasandra.", "text_native": "Bommasandra, Electronic City, Bommasandra." }, { "ucid": "21112178912034851", "idx": 17, "speaker": "agent", "start_s": 32.0, "end_s": 35.0, "text_en": "Bommasandra, okay. Okay. So do you speak Kannada?", "text_native": "Bommasandra, okay. Okay. So Kannada maathadthira?" }, { "ucid": "21112178912034851", "idx": 18, "speaker": "customer", "start_s": 35.5, "end_s": 36.5, "text_en": "I speak well.", "text_native": "ಚೆನ್ನಾಗಿ ಮಾತಾಡ್ತೀನಿ." }, { "ucid": "21112178912034851", "idx": 19, "speaker": "agent", "start_s": 37.0, "end_s": 41.0, "text_en": "That's it sir, what material requirement do you have? What is the volume? I am calling from the Bellandur office.", "text_native": "ಅದೇ ಸರ್, ಏನ್ material requirement ಇರುತ್ತೆ ನಿಮಗೆ? ಎಸ್ ಇದೆ volume? ನಾನು ಬೆಳ್ಳಂದೂರು ಆಫೀಸ್ ಇಂದ ಕಾಲ್ ಮಾಡ್ತಾ ಇದೀನಿ." }, { "ucid": "21112178912034851", "idx": 20, "speaker": "customer", "start_s": 41.5, "end_s": 51.0, "text_en": "Hm. See, you know what? If I give you an order today, it takes three-four days for your material to arrive. What happens for us here is, we are purchasing from Durga Steel. For us, regularly, if we order in the morning, it comes by evening, or if it's missed, it comes the next day morning.", "text_native": "ಹ್ಮ್. See, ಇವಾಗ ಏನ್ ಗೊತ್ತಾ? ನಿಮಗೆ ಇವತ್ತು order ಕೊಟ್ರೆ, ನಿಮ್ದು three four days ಬೇಕು material ಬರೋಕೆ. ನಮಗೆ ಇಲ್ಲಿ ಏನಾಗುತ್ತೆ ಅಂದ್ರೆ we are purchasing in ದುರ್ಗಾ ಸ್ಟೀಲ್. ನಮಗೆ ರೆಗ್ಯುಲರ್ ಬೆಳಿಗ್ಗೆ order ಮಾಡಿದ್ರೆ eveningಗೆ ಇಲ್ಲ ಮಿಸ್ ಆಯ್ತು ಅಂದ್ರೆ next day morning ಬಂದ್ಬಿಡುತ್ತೆ." }, { "ucid": "21112178912034851", "idx": 21, "speaker": "customer", "start_s": 51.5, "end_s": 1.1, "text_en": "Hm. Yes, and then in Saras Steel, there is always a rate difference of one rupee, one and a half rupees between there and here. When we calculate it in our tonnage, the minimum order we place itself is a minimum of above ten tons. Above eight to ten tons, one vehicle should arrive, that's how we order.", "text_native": "ಹ್ಮ್. ಹಾ, ಆಮೇಲೆ ಸರಸ್ ಸ್ಟೀಲ್ ಅಲ್ಲಿ ಒಂದು rate ಅಲ್ಲಿಗೂ ಇಲ್ಲಿಗೂನು ಒಂದು ರೂಪಾಯಿ, one and a half rupees difference ಇದ್ದೇ ಇರುತ್ತೆ. ನಮ್ಮಿ tonnage ಅಲ್ಲಿ ಲೆಕ್ಕ ಹಾಕಕ್ಕೆ ಹೋದಾಗ, ನಾವು minimum order ಕೊಡೋದನ್ನೇ minimum ಹತ್ತು ಟನ್ ಮೇಲೆನೇ order ಕೊಡೋದು. ಎಂಟರಿಂದ ಹತ್ತು ಟನ್ ಮೇಲೆನೇ ಒಂದು ಗಾಡಿ ಬಂದ್ಬಿಡ್ಬೇಕು, ಆ ತರ order ಕೊಡೋದು." }, { "ucid": "21112178912034851", "idx": 22, "speaker": "customer", "start_s": 1.1, "end_s": 1.11, "text_en": "For us, one, one and a half rupees means a fifteen thousand difference for you. And nowadays the market is very tough. And we deal at cash price. Cash price means for immediate payment. We are not going for credit. No credit, nothing. But even for those who take credit, the rate is the same, and for us too the rate is the same, that's one thing.", "text_native": "ನಮಗೆ one, one and a half rupees ಅಂದ್ರೆ ನಿಮಗೆ fifteen thousand difference ಬರುತ್ತೆ. And nowadays market ಅಲ್ಲಿ ಬಾರಿ tough ಇದೆ. And ನಾವು deal ಮಾಡೋದು cash priceಗೆ. Cash price means immediate paymentಗೆ. We are not going for credit. Credit ಇಲ್ಲ, ಏನು ಇರಲ್ಲ. But credit ತಗೊಳೋರಿಗೂ ಒಂದೇ rate ಬಂದ್ಬಿಡುತ್ತೆ, ನಮಗೂ ಒಂದೇ rate ಬಂದ್ಬಿಡುತ್ತೆ, ಒಂದು ಇದು." }, { "ucid": "21112178912034851", "idx": 23, "speaker": "customer", "start_s": 1.11, "end_s": 1.21, "text_en": "Now, I had got one last batch, a 15mm from there itself. It came to me in one day. The order I placed today came the next day evening. But before that, it was all four days minimum. Who waits for four days, madam? If an order is placed, who waits for four days?", "text_native": "ಈಗ last batch ಒಂದು ತರ್ಸಿದ್ದೆ, ಒಂದು 15mm ಅಲ್ಲಿಂದಲೇನೇ. One dayಗೆ ಬಂದಿದೆ ನಂಗೆ. ಇವತ್ತು order ಕೊಟ್ಟಿರೋದು next day evening ಬಂದ್ಬಿಟ್ಟಿದೆ. But ಅದರ previous ಎಲ್ಲ four days minimum. Four days ಯಾರು wait ಮಾಡ್ತಾರೆ madam? Order ಕೊಟ್ರೆ four days ಯಾರು wait ಮಾಡ್ತಾರೆ?" }, { "ucid": "21112178912034851", "idx": 24, "speaker": "agent", "start_s": 1.21, "end_s": 1.29, "text_en": "That's why sir, now you would know the timeline, when and how much material is needed. Right? So if you plan that a little and tell us that you need this much material this week, first week or third week, fourth week, if I give you the price, won't that work?", "text_native": "ಸರ್ ಅದಿಕ್ಕೆ, ಇವಾಗ ನಿಮಗೆ ಗೊತ್ತಿರುತ್ತೆ timeline, ಯಾವಾಗ ಎಷ್ಟು material ಬೇಕಾಗುತ್ತೆ ಅಂತ. ಅಲ್ವಾ? ಸೋ ಅದನ್ನು ನೀವು ಸ್ವಲ್ಪ plan ಮಾಡ್ಕೊಂಡ್ಬಿಟ್ಟು ನಮಗೆ ಈ ವಾರ ಈ week first week ಅಥವಾ third week, fourth week ಅಲ್ಲಿ ಇಷ್ಟು material ಬೇಕು ಅಂತ, ನಾನು ನಿಮಗೆ price ಕೊಟ್ಬಿಟ್ರೆ ಆಗೋಗಲ್ವಾ?" }, { "ucid": "21112178912034851", "idx": 25, "speaker": "customer", "start_s": 1.29, "end_s": 1.33, "text_en": "Madam, that dispatch can also be done quickly, just a little planning that's all, how much is needed in which week... yes, tell me.", "text_native": "Madam, ಆ dispatchನು ಬೇಗ ಮಾಡ್ಕೋಬಹುದು, just a little planning ಅಷ್ಟೇ, ಯಾವ week ಅಲ್ಲಿ ಎಷ್ಟು ಬೇಕಾಗುತ್ತೆ... ಹಾ ಹೇಳಿ." }, { "ucid": "21112178912034851", "idx": 26, "speaker": "customer", "start_s": 1.33, "end_s": 1.42, "text_en": "Madam, madam, our sales depend upon the customer. We don't have any regular product. If it were a regular product, I would know then what size, what will be consumed. I can plan. But ours is not like that, it's purely on a labor basis. On a labor basis, we can't manage time like that.", "text_native": "Madam, madam, ನಾವು depend upon customer ಮಾಡೋದು sales. ನಮ್ದು ಯಾವುದೋ regular product ಇಲ್ಲ. Regular product ಇದ್ರೆ, ನಂಗೆ ಏನ್ ಯಾವ size, ಏನ್ consume ಆಗುತ್ತೆ ಅಂತ ನಂಗೆ ಅವತ್ತು ಗೊತ್ತಿರುತ್ತೆ. ನಾನು plan ಮಾಡಬಹುದು. But ನಮ್ದು ಆ ತರ ಅಲ್ಲ, purely labor basis ನಮ್ದು. Labor basis ಅಲ್ಲಿ ನಾವು ಆ ತರ time ಇದು ಮಾಡ್ಲಿಕ್ಕೆ ಆಗಲ್ಲ." }, { "ucid": "21112178912034851", "idx": 27, "speaker": "customer", "start_s": 1.43, "end_s": 1.44, "text_en": "Hm. Hm.", "text_native": "ಹ್ಮ್. ಹ್ಮ್." }, { "ucid": "21112178912034851", "idx": 28, "speaker": "agent", "start_s": 1.44, "end_s": 1.47, "text_en": "Are you saying you do all this as a need-based supply?", "text_native": "ಇದೆಲ್ಲ need-based ಮಾಡ್ತೀರಾ ಅಂತ supply ಅಂತ ಹೇಳ್ತಾ ಇದ್ದೀರಾ?" }, { "ucid": "21112178912034851", "idx": 29, "speaker": "customer", "start_s": 1.48, "end_s": 1.49, "text_en": "Yes, yes.", "text_native": "ಹೌದು, ಹೌದು." }, { "ucid": "21112178912034851", "idx": 30, "speaker": "agent", "start_s": 1.5, "end_s": 1.51, "text_en": "Hm, okay sir. What material do you take?", "text_native": "ಹ್ಮ್, ಸರಿ ಸರ್. ಏನ್ material ತಗೋತೀರಾ?" }, { "ucid": "21112178912034851", "idx": 31, "speaker": "customer", "start_s": 1.52, "end_s": 1.54, "text_en": "We take it, madam. Higher thickness, lower thickness.", "text_native": "ತಗೊಳ್ತೀವಿ madam. Higher thickness, lower thickness." }, { "ucid": "21112178912034851", "idx": 32, "speaker": "agent", "start_s": 1.54, "end_s": 1.58, "text_en": "Is that so? Hm. Price, let's see once, let's give a quote and see. Let's see if it matches, what the dispatch time will be.", "text_native": "ಹೌದಾ? ಹ್ಮ್. Price, ನೋಡೋಣ ಒಂದು ಸರಿ, ಕೊಟ್ಟು ನೋಡೋಣ. ಅದೇನ್ match ಆಗುತ್ತಾ, dispatch time ಏನ್ ಆಗುತ್ತಾ ಅಂತ." }, { "ucid": "21112178912034851", "idx": 33, "speaker": "customer", "start_s": 1.58, "end_s": 1.59, "text_en": "Okay madam.", "text_native": "Okay madam." }, { "ucid": "21112178912034851", "idx": 34, "speaker": "agent", "start_s": 1.59, "end_s": 2.6, "text_en": "Okay, if it works for you, we will see. Call when the next enquiry comes. Contact this number. I will anyway send you a communication on WhatsApp from this number. So make an enquiry once, let's see sir.", "text_native": "Okay, ನಿಮಗೆ set ಆಗೋದಾದ್ರೆ, we will see. Next enquiry ಬಂದಾಗ call ಮಾಡಿ. ಇದೆ number contact ಮಾಡಿ. ನಾನು ನಿಮಗೆ WhatsApp ಅಲ್ಲಿ anyway ಒಂದು communication ಕಳ್ಸಿರ್ತೀನಿ, ಇದೆ number ಇಂದ. ಸೋ ಒಂದು ಸರಿ enquiry ಮಾಡಿ, ನೋಡೋಣ ಸರ್." }, { "ucid": "21112178912034851", "idx": 35, "speaker": "customer", "start_s": 2.6, "end_s": 2.8, "text_en": "Okay then.", "text_native": "Okay ಡಾ." }, { "ucid": "21112178912034851", "idx": 36, "speaker": "agent", "start_s": 2.11, "end_s": 2.12, "text_en": "Right sir, thank you for-", "text_native": "Right sir, thank you for-" }, { "ucid": "21112178912034851", "idx": 37, "speaker": "customer", "start_s": 2.12, "end_s": 2.13, "text_en": "Yeah, thank you.", "text_native": "Yeah, thank you." }, { "ucid": "21112178912034851", "idx": 38, "speaker": "agent", "start_s": 2.13, "end_s": 2.15, "text_en": "hearing out. Thank you so much.", "text_native": "hearing out. Thank you so much." } ], "steps": [ { "ucid": "21112178912034851", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, good afternoon. Am I speaking with Mr. Rajesh? ... Sir this is Soumya, I'm calling you from JSW One platform.", "comment": "Agent greeted, used the customer's name, and identified themselves and the company." }, { "ucid": "21112178912034851", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a hook, instead immediately asked about a past failed transaction." }, { "ucid": "21112178912034851", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the 6 required discovery questions; all key information was volunteered by the customer without being prompted." }, { "ucid": "21112178912034851", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs, despite the customer clearly stating objections around lead time and price." }, { "ucid": "21112178912034851", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Call when the next enquiry comes.", "comment": "Agent did not attempt to qualify a current requirement, instead pushing it to a future, customer-initiated event." }, { "ucid": "21112178912034851", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Next enquiry ಬಂದಾಗ call ಮಾಡಿ. ಇದೆ number contact ಮಾಡಿ.", "comment": "The next step was for the customer to call the agent back, which is not a committed next step." } ], "objections": [ { "ucid": "21112178912034851", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "it takes three-four days for your material to arrive. What happens for us here is, we are purchasing from Durga Steel. For us, regularly, if we order in the morning, it comes by evening...", "response": "if you plan that a little and tell us that you need this much material this week... won't that work?" }, { "ucid": "21112178912034851", "obj_type": "price", "state": "mishandled", "evidence": "in Saras Steel, there is always a rate difference of one rupee, one and a half rupees between there and here.", "response": "Price, let's see once, let's give a quote and see. Let's see if it matches..." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }