Customer Details
Call Scoring
7.5/ 100
Overall scoreCall Details
Telecaller
Customer
Cost Snapshot
Billing assumption · Rs 2.00 per minuteConversation Summary
Emotion balance & outcomesThe agent was unable to contact the customer, who did not answer the call.
Telecaller Sentiment
Customer Sentiment
POSITIVE CONVERSATION
No positive interactions or expressions of empathy, appreciation, or collaborative tone were observed in the call.
NEUTRAL CONVERSATION
The entire audio consists of a phone ringing, followed by an automated message indicating that the call is not being answered. There is no human interaction or emotional content.
Tumcha phone kar karta hat hehya veles uttar det nahi. Krupya...
NEGATIVE CONVERSATION
There were no instances of hostile, rude, frustrated, or angry delivery from either party during the call.
Tone and attitude narrative
Emotion
The audio provided only contains ringing and an automated message in a non-English language, with no discernible agent voice or interaction. Therefore, 'Composed' is selected as the most neutral fit due to the complete lack of emotional evidence from an agent.
Attitude
The audio provided only contains ringing and an automated message, with no discernible agent voice or interaction. Therefore, 'Confident' is selected as the most neutral fit due to the complete lack of interpersonal evidence from an agent.
AI Insight for Telecaller
What went well
- Demonstrated clarity of speech during the brief interaction.
What needs work
- Did not provide a comprehensive call opening, lacking a greeting, self-introduction, company name, and purpose.
- Did not attempt to identify the customer.
- Failed to provide the mandatory call recording disclosure.
- No demonstration of active listening or empathy due to minimal interaction.
Recommendations
- Conduct a focused training session on standard call opening protocols, including required introductions, purpose statement, and regulatory disclosures.
- Provide coaching on initiating customer identification procedures effectively at the start of a call.
- Review best practices for demonstrating active listening and empathy, even in brief interactions, as foundational communication skills.
Customer Strategy & Plan
Behavioral cues to reuse on the next callBehavioral Snapshot
Customer is not contactable, suggesting either unavailability or active avoidance of communication regarding the debt.
Repayment Outlook
The customer was not contactable, as indicated by the disposition, meaning no conversation about repayment occurred and no commitment was made.
Recommended Follow-ups
- Attempt to contact the customer at different times or on different days to increase the likelihood of reachability.
- Utilize alternative contact methods such as SMS or email if available to try and establish communication.
- Review previous account notes to identify any preferred contact times or patterns of unresponsiveness.
- Prepare a professional voicemail message for future attempts, clearly stating the purpose of the call and a callback number, if the system allows.
Section Breakdown
Scores, rationales, and evidence
Opening
0/10.0
3 rubric items
Opening 0/10.0
3 rubric itemsThe agent failed to inform the customer that the call may be recorded/monitored.
No mention of call recording was present.
The agent did not attempt to verify customer identity.
No customer identification attempt was made.
The agent did not provide a greeting, self-introduction, company introduction, or state the purpose of the call.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
Verification / Negotiation
5.0/45.0
6 rubric items
Verification / Negotiation 5.0/45.0
6 rubric itemsThe agent did not create urgency or inform the customer about consequences.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
Full marks awarded as no dispute was present in the audible portion of the conversation.
No dispute was present in the conversation excerpt.
The agent was unable to follow guidelines or secure a commitment as the customer was unresponsive.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
The agent did not reference any previous interactions, due date, or outstanding amount.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
The agent did not use any probing or negotiation tactics as the customer did not engage.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
The agent did not probe for the reason behind the payment delay.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
Empathy & Tone
2.5/15.0
3 rubric items
Empathy & Tone 2.5/15.0
3 rubric itemsThe agent spoke only one short sentence which did not demonstrate active listening such as paraphrasing or acknowledging prior customer points.
तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
The agent did not convey empathy or offer an apology based on the provided transcript snippet.
No explicit empathy or apology was stated.
The agent's speech was clear, but there is insufficient audio to assess personalization, rate of speech, or tone modulation effectively over a longer exchange.
तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
Disposition
0/15.0
1 rubric item
Disposition 0/15.0
1 rubric itemThe call recording is extremely short and consists only of the agent speaking a few words in Marathi, which is insufficient to assess closing, next steps confirmation, or customer confidence.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
Closing
0/15.0
3 rubric items
Closing 0/15.0
3 rubric itemsThe agent did not ask for a specific date and time for payment.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
The agent did not provide any summary of key points or next steps.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
The agent did not thank the customer or close the call politely; the transcript ends abruptly.
Agent: तुम्ही ह्या वेळेस कोणाला करत आहात ते ह्या वेळेस उत्तर देत नाही. कृपया.
Fatal
0/-75.0
3 rubric items
Fatal 0/-75.0
3 rubric itemsNo disclosure of third-party information occurred.
The short snippet does not contain any specific information exchange to evaluate for miscommunication.
No rude behavior detected in the provided short audio segment.