Call transcription: What is it, and what are the benefits of call transcription?

Don’t complain about that naive traditional call management system; enjoy the power of call transcription.

Just remember that It’s impossible to recall every aspect of customer conversations, and occasionally, you need to retrieve previous client contacts.

Transcription calling, generally known as text-to-speech transcription, is the process of converting the audio track from a telephone or video call into written words that can be saved in a plain text format.

Many live transcription systems let you transcribe a recorded conversation from a telephone call, conference call, podcast, or video meeting over VoIP channels, such as Zoom, among others, in real-time.

Let’s explore what is call transcription and the benefits of call transcription.

🔑Key Highlights

• Call transcription converts recordings into text, making it easier to extract key details without listening to lengthy audio files.
• It solves call management issues like long wait times and unclear records by providing structured and searchable data.
• Benefits include improved accessibility, streamlined training, faster information processing, and better customer service.
• Different transcription types—verbatim, intelligent, speech-recognized, and edited—offer varying levels of accuracy and clarity.
• Top transcription tools like Otter.ai, Trint, Temi, and Fireflies.ai provide AI-powered automation and efficiency for businesses.

 

What is Call Transcription?

Call transcription is the process of converting spoken conversations from phone calls into written text. It uses speech recognition technology and natural language processing (NLP) to create accurate and searchable records of calls. Businesses use call transcription to improve customer service, analyze conversations, and streamline workflows.

How Does It Work?

Call transcription allows you to handle audio files by converting them into text. It also allows you to acquire quick and accurate information, analyze it, and make them work for you. This helps you get quick information about the callers.

Here’s how call transcription works.

Step 1: Audio capture (Recording and audio input from the phone call)

Step 2: Audio processing (Processed using specialized software or hardware)

Step 3: Audio analysis (Speech recognition)

Step 4: Natural Language Processing (NPL) 

Step 5: Output and storage (Output of spoken words from phone conversations into written text)

Audio transcription utilizes the latest advances in technology, such as speech recognition algorithms and audio processing techniques, to transform recorded calls into text, which is a better way to access and utilize valuable information. 

The Problem: Drowning in Audio Recordings

Traditional call management fails to handle call volume due to its lengthy process, resulting in frustration for both customers and agents. Several drawbacks include decreased agent productivity, long wait times, security concerns, and limited data and reporting.

Here are some key pain points of traditional call management:

1. Call management challenges: Finding the information from the audio sources is complicated. Sometimes, the recorded calls are unclear, leading to misunderstandings and taking a long time to find accurate information.
2. Time-consuming: Highly inefficient onboarding of new sales reps and long customer waiting times affect the overall workflow due to the long process of finding the information of the agents by listing the audio recordings.
3. Unclear records: The absence of clear records can lead to misunderstandings. Agents cannot get actual information due to trappy calls, which leads to frustration and agent turnover.
4. Long wait times: Holding customers for a long time can lead to a negative customer experience and decrease agent productivity.

To overcome these challenges, you need to be sure to have effective contact center management that improves faster and quicker customer resolution, enhances conversations, minimizes misunderstandings, increases agents’ productivity, and ultimately retrieves quick and accurate information.

Wake up to reality and get a chance to win the customer’s engagement in your organization without complaining about trappy call recordings. 

The Solution: Unlocking the Power of Call Transcripts

Call transcription is the key to overcoming communication roadblocks like unclear records, call management challenges, time-consuming, and so on. 

Converting a long recorded call into written text or documents can eliminate the need to rely on memory. That offers searchable records that ultimately act as the key to overcoming the communication roadblocks and providing solutions to call management.

Let’s unlock the power of call transcripts:

1. Boost efficiency and productivity: The transcription service increases workflow satisfaction among agents and employee engagement and monitors how agents handle incoming inquiries by using past customer interactions and data.
2. Empower exceptional customer service: Call transcription becomes a good way to provide better communication with customers and their interactions by analyzing all previous data.
3. Unleash insights: You can easily retrieve valuable data that can be used to refine your approach and consistently deliver a service that will ensure customers are satisfied.
4. Future-proof communication: Not a call goes unnoticed, and every detail is a top priority. Having such live calls transcribed and written text creates an indexed archive of all your calls, which is secure and reliable for later run-throughs.

Key Benefits of Call Transcription

Call transcription is an invaluable technology that allows a company to increase its work capacity, analysis, and communication tactics by converting recorded calls into written form. This allows the company to retrieve information quickly, analyze it precisely, and conduct the whole process conveniently.

Here are some key benefits of call transcription:

1. Enhanced Accessibility and Search

When the video conference or telephone call audio recording is transcribed into a text version, using a call transcription tool makes it easier to search, cite, and understand.

Having a transcribed document such as an agent-to-customer chat or meeting, enables search for words or phrases, candidate interaction in a shorter period, convenient access to the material, and review the customer service discussions.

2. Supercharged Training and Quality Assurance 

Creating resources for a sales team or customer care agent during the onboarding process could be assisted by transcription software, improving rep performance.

Call transcription is an essential instrument for managers that allows them to elevate their team’s performance, identify strengths & opportunities, provide quality assurance, and improve performance, ultimately enhancing their team’s performance and delivering exceptional results.

3. Streamlined Information Processing 

Rather than listening to lengthy recordings, written transcripts, documents, or data enable you to quickly identify the information you need, review it lightning-fast, and effortlessly share and collaborate. 

This transforms how you process information, helping you save time and empower faster decision-making based on call insights. 

4. Boosted Customer Service 

Analyzing transcripts helps identify areas for customer service improvement by identifying common issues and complaints, detecting trends and patterns, evaluating response effectiveness, and keeping records of all agent/customer communication.

This ultimately helps businesses to make data-driven decisions to enhance customer service quality, improve customer experience, and clearly address pain points.

Types of Call transcription

There are several types of call transcription, each with its own advantages and use cases. Let’s explore the types of call transcription:

I. Verbatim transcription 

Verbatim call transcription captures all spoken language, including filters, pauses, and non-verbal cues. It provides a complete and accurate reflection of dialogue by retaining exact terminology. 

II. Intelligent verbatim transcription

Intelligent verbatim transcription removes duplicates, background noise, and irritating fillers from speech. It provides detailed records with improved readability and maintains the core content of the conversation.

III. Speech-recognized transcription

It is useful for general understanding and uses speech recognition software to convert audio to text. Allowing organizations to access and utilize valuable audio data for various purposes. It is ideal for a wide range of applications and industries.

IV. Edited transcription

Edited transcription enhances the quality to improve the readability and clarity while keeping the essential conversation. It removes unnecessary details and simplifies the information for easier understanding.

Best call transcription software for 2024

Various call transcription tools are available on the market, and you can choose one that meets your needs and requirements.

Here are some best call transcription software for 2024:

 

Call Transcription Software	Features	Pricing	Best for
Otter.ai	AI-powered transcription and note-taking	Starts from $9.17 per user/month	Overall ease of use
Trint	Automated transcription and editing	Starts from $52 per seat/month	High-volume transcription, team collaboration
Temi	Quick and affordable transcription	Pay-per-minute pricing	Ease of use and suited for specific needs
Fireflies.ai	AI-driven transcription, AI-powered search	Starts from $18 per seat/month	Streamlined meeting insights and action items

Conclusion

Call transcription enables you to effectively manage the recorded calls by converting them into written text or documents. This can help you get accurate information, understand it, and perform a quick analysis. 

Call transcription offers several benefits, including quality assurance, training, compliance, improved customer experience, and others, helping you improve overall business productivity, customer service, and workflow efficiency.

Call transcription produces verbatim conversations as the record, which provides businesses and organizations with access to, analysis of, and utilization of all kinds of information.

FAQs

How to Effectively Implement Call Transcription in Your Call Center?

Here are common steps to follow while effectively implementing call transcription in your call center:

Step 1: Determine your requirements

Step 2: Select the appropriate software

Step 3: Provide training to your agents or team

Step 4: Consistently review and analyze transcription

Step 5: Ensure compliance

Can I get a transcript of a phone call?

Yes, you can access a transcript of phone calls. Most phone service providers have provisioned call recording facilities that transform the recorded voice calls into text.

What makes call transcription so important?

Call transcriptions deliver a wide range of benefits and is highly important for several reasons:

1. Documentation and record-keeping
2. Analysis and insights
3. Accessibility and inclusivity
4. Training and quality assurance
5. Streamlined collaboration

Is it legal to transcribe calls?

No, it is illegal to transcribe calls without everyone’s permission. On the other hand, the issue of the legality of call transcription involves different aspects like jurisdiction, applicable rules, and consent.

 

How To Choose the Right Call Transcription Service?

Choosing the right call transcription service includes:

1. Identify your needs
2. Research available options
3. Assess accuracy and quality
4. Consider turnaround time
5. Review security and compliance
6. Explore features and functionality