The Benefits Of Call Center Transcription

Wondering about the benefits of call center transcription? Customer service is an integral part of business, and maintaining contact centers is essential to maintaining good customer service. Despite the many non-voice channels available to customers, many prefer to get on the phone and call to get their questions addressed. These calls are also recorded for many uses—and call center transcription can help keep an accurate record for future use. 

Call center transcription solutions can improve customer experience, improve agent performance through actionable insights and feedback, and boost overall productivity through searchability and keyword tagging. 

In this article, you’ll learn how: 

  • Call center transcription improves efficiency by providing searchable, readable transcripts of customer interactions, facilitating faster issue resolution and agent training while ensuring accuracy.
  • Transcripts enable comprehensive quality assurance practices and performance evaluations, allowing supervisors to review interactions, identify areas for improvement, and commend exemplary service.
  • Transcription ensures compliance with regulations, safeguards sensitive data, and serves as legal documentation of verbal agreements. Additionally, it provides valuable insights for product development and customer satisfaction initiatives.

What Is Call Center Transcription?

Call centers receive thousands of inbound contacts every day. While recording practices vary (100% recording, random recording, or high-priority recording), the fact remains that calls will be recorded for future use. 

Call center transcription is the process of converting recorded calls into readable, searchable transcripts. 

Recording and transcribing calls offer many benefits, yet only certain methods yield the most advantages. 

Types Of Call Recordings That Can Be Transcribed

Call centers cater to different types of calls—all of which greatly benefit from transcription. Here are some examples: 

Type of CallPurpose/Context
Customer Support CallsHandling customer inquiries, troubleshooting problems, and providing product information.
Technical Support CallsAssisting customers with technical issues related to products or services.
Sales CallsProduct or service pitches, upselling, cross-selling.
Complaint Resolution CallsAddressing and resolving customer complaints.
Feedback CallsCollecting customer feedback on products, services, or the customer service experience.
Account Management CallsDiscussing account details, updates, or changes with customers.
Emergency Response CallsProviding immediate assistance for urgent situations (specific to industries like healthcare).
Verification CallsVerifying customer information or transactions for security purposes.
Order Placement and Tracking CallsAssisting customers with placing orders and providing updates on order status.
Renewal and Cancellation CallsManaging subscription renewals, service cancellations, or product returns.
Market Research CallsConducting surveys or interviews to gather market insights, customer preferences, or product feedback.
Billing and Payment CallsDiscussing billing issues, processing payments, and setting up payment arrangements.

Call Transcription Software vs Human Transcription

Artificial intelligence and speech recognition are used a lot in the transcription industry—and while there are certain use cases for them, the list is far shorter than most think. It’s so short, in fact, that call center transcription isn’t included.  

Automated Call Transcription Solutions Aren’t As Great As Everyone Thinks

Automated transcription refers to solutions that use AI to produce transcripts. These include speech-to-text transcription platforms that do not incorporate humans in their processes. 

Automated transcription can be useful for live captioning of customer calls. However, these are limited instances where that is useful. Off the top of my head, the only situation I can think of where live transcriptions of customer calls would occur would be if an executive with a hearing disability wanting to “listen” to a live call. 

Now, let’s get down to brass tacks: automated real-time transcription is not accurate. The highest recorded accuracy rate for AI transcription is 86%. Imagine recording and transcribing customer conversations with automated transcription tools costing thousands of dollars—only to get 14 out of every 100 words wrong. This completely negates the many use cases for call center transcripts. 

Aside from inaccuracy, automated call center transcription software also exposes you to risks like: 

  • Accuracy Issues
  • Context and Nuance Loss
  • Data Privacy and Security Concerns
  • Integration Challenges
  • Dependence on Technology
  • Higher Costs
  • Limited Customization
  • Language and Dialect Limitations
  • Processing Time for Large Volumes
  • Legal and Compliance Risks
  • Training Requirements
  • And more.

There are certain things that call centers can do to improve transcription accuracy using AI solutions. However, those cost more money and time, making you question whether employing AI-powered call center transcription was worth it in the first place. 

For Call Centers, Human Transcription Offers the Most Benefits

Call transcripts need to be accurate. Human transcription services provides call centers with the highest level of accuracy. 

Therefore, the best option for call center transcription is human-powered transcripts—like Ditto. 

We offer 99% accuracy on all call center transcriptions—guaranteed. You don’t have to pull your hair out in frustration while correcting massively inaccurate transcription. Let us meet your transcription needs with our expert service.

The Benefits Of Contact Center Transcription Services

Voice transcription offers a variety of benefits that call centers can take advantage of.

Quality Assurance

Call recording and transcription are the backbone of good quality assurance practices in call centers. With transcripts, quality assurance departments and team managers can sit down with their agents and review customer interactions faster than sitting down and listening to the call. Supervisors can mark notable areas for praise and improvement, and agents can have copies of their interactions for further review. 

Effective implementation of quality assurance guidelines—facilitated by accurate transcripts—can lead to an efficient and systematic review of key areas to improve service quality and customer satisfaction. 

Monitoring And Performance Evaluation

Any call center agent is familiar with performance evaluations, which tend to happen daily, weekly, or monthly, depending on requirements. These sessions help create targeted training programs or performance monitoring plans. As with quality assurance, transcripts can provide easy and comprehensive access to agent data and key performance indicators (KPI) to help facilitate such sessions. Transcripts can also be effectively used for contact center agent performance reviews, QA sessions, or for commending or critiquing specific calls. 

Efficient Archival And Retrieval

Certain contact center platforms allow the automatic recording of calls. However, these calls might not be the most efficient way to retrieve data, as they can last anywhere from a few minutes to several hours (believe me, I’ve seen long ones in my time.) 

Call Analytics And Sentiment Analysis

I’ve worked with call centers in the past and seen agents take an average of 30-80 calls daily. So, if you have a 2,000-seat call center, you might get 160,000 calls daily—and that’s a lot of ground to cover for analysis. 

Certain programs like speech analytics and natural language processing platforms can make things easier. However, these call center solutions can be more expensive as they a) need extensive storage space for recorded calls and b) require more computing power or specialized hardware to run. 

It is better to use transcripts stored as plain text, using almost 99% less space for a recorded call, to conduct call analyses and improve the customer experience programs and guidelines in place. 

Additionally, keywords and phrases are far easier to analyze when recorded calls are in written text, making it easier to determine which issues are currently trending.

The benefits of transcripts do not end with improving customer service quality. 

Transcription enables compliance with regulatory requirements and company policies to be monitored. This ensures that agents provide accurate information, maintain professionalism, and safeguard sensitive customer data.

Additionally, customer service calls often involve the customer’s verbal agreement to certain aspects of products and services. These agreements are often legally binding. Having recordings and transcripts for these calls can serve as protection for the call center or the customer in case of disputes. 

Product Development

Customer calls are goldmines of information from a product development standpoint. However, listening to thousands of calls daily to get ideas isn’t the most efficient use of your time. With transcripts, valuable feedback from products and services can be easily aggregated and analyzed, guiding the company to further customer satisfaction. 

What Ditto Offers Beyond Your Usual Call Transcription Benefits

We’re a professional transcription company, so we won’t settle with giving our clients the bare minimum. Sign up for our services and enjoy the following perks: 

  • 100% human transcription: Ditto’s full human transcription—from initial checks to final edits—allows for the highest possible accuracy guarantee. 
  • U.S.-based Transcribers: We only work with native English speakers to ensure quality, comprehension, and accuracy. Not only that, we also offer—
  • Certified Transcripts: Any call center transcripts involved in litigation can be certified—an extra layer of protection. 
  • No long-term contracts: Give us as much or as little work as possible without paying through the nose. 
  • Fast turnaround times: Get your transcripts in as fast as 24 hours or less to ensure your workflow runs smoothly. 
  • Different pricing options: We offer rush jobs or economical rates for longer turnaround times to match with different budgets. 
  • Free trial: We stand behind everything we say and do, yet you don’t just have to take our word for it. Take us out for a test drive and see the difference. 

Contact Us For 99% Guaranteed Transcription Accuracy

Get the best service for the most affordable prices. Sign up for Ditto’s world-class transcription and get the same high-quality service that you provide to your customers. 

Ditto Transcripts is a Denver, Colorado-based FINRA, HIPAA, and CJIS-compliant transcription services company that provides fast, accurate, and affordable transcripts for individuals and companies of all sizes. Call (720) 287-3710 today for a free quote, and ask about our free five-day trial.

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