Call Transcription

Anyone of you who has ever got a chance to try his or her luck at a call center knows the buzz there. It’s a tsunami of phone skills you need to deal with. Call centers as the name suggests is based on attending and making calls for various reasons,sometimes for selling and at other times to provide assistance and support but either ways, calls are everything call centers are about. Call transcription is a norm and a frequently used service for the numerous benefits it has to offer to call centers. In this blogpost, we will be diving into the benefits call transcription has in store for call centers.

Call transcription services are about converting your audios and videos be it live or recorded into text files. These documented text files have various benefits to varying industries but speaking in terms of call centers, call transcription text files are very useful in preserving the useful information gathered through daily calls.

Call transcription services are utilized by call centers in different ways and forms depending on the nature of the call and the type of information to be gathered. Call transcription at call centers are either verbatim where the entire call is transcribed as it is uttered word by word and sentence by sentence without a slightest bit of change. Even the informal utterances, conjunctions and stutters are also recorded. Think of a chat box or a messaging app in your head to get an idea how a verbatim call transcription looks like. On the other hand, we have non-verbatim transcription which is not concerned with how something has been said, it’s more about what has been said and that’s exactly what is documented in the form of a paragraph through non-verbatim call transcription. Both the types are beneficial for varying reasons.

Now since we have talked about the different types of call transcription services call centers make use of, let’s get into the various benefits it has to offer.
Call centers are generally all about selling products, the calls made the entire day and provide you a plethora of data which can be documented into a text file through call transcription and this data when evaluated can provide a pattern of trends and requirements of your potential audience. This data can then be used to effectively pitch the product or enhance the product itself. Apart from this, new callers who start their career as call center agents can also benefit from call transcription by reading their text files and identifying their strengths and weaknesses. These were two of the many benefits call transcription has to offer..