Are you in a profession which requires you to make long and complicated calls? Legal services, financial advisory companies and recruitment agencies often have detailed calls with clients where important information is discussed. If you are in one of these professions, you likely record your calls and you might routinely playback the call recordings to check vital details of the conversations. This can take a long time. But imagine if you could view and save the recorded conversation as text? It would make it much quicker and easier to find the key details you are looking for. Plus, you could store the information in your CRM system. This is all possible with automatic call transcription through VoIP. Read on to find out how Call Transcription works and how it could benefit your firm.
How does Call Transcription work?
The conversation between you and a client is recorded and stored online in the cloud. When call transcription is enabled, our speech recognition software processes the audio file and generates a text file. You can download the text files or have them emailed to you automatically, or have them copied to your CRM system. Our transcription technology also has a text scanning feature to search for a pre-set list of keywords.
How can professional services firms benefit from call transcription?
Many business sectors can benefit from call transcription services, but it’s a particularly handy feature for legal and financial organisations. Here are the top five benefits:
Find information quicker
The primary benefit of call transcriptions is the ability for a user to find information fast. Listening back to call recordings is time-consuming. Firstly, you need to find the right call to listen to. This can be especially difficult when you may call a particular client frequently. Secondly, listening to the actual recording takes time as you have to listen to everything, including small talk, errs, umms and ahhs, and extra-human conversation.
On the other hand, transcription condenses the information into a quickly scannable and readable format. A computer will be able to search text more readable than audio. All of this means users can be presented with the information quickly, and they can digest it speedily too.
Improve customer service
Being able to find information within conversations benefits the long term development of your services. Transcription information can be collated to provide insights into how customers and staff interact. Speech to text offers a way to flag poor language, overuse of terms or common complaints from customers. You can analyse it to pull out trends and FAQs if you have the information. This allows you to react to customer demands and improve the service offered.
Train staff using examples
Improving customer service is also about adequate training. Call transcriptions provide real-life examples for employees to review. While audio files provide excellent examples of tone, some staff may prefer text-based learning. Transcriptions allow your team to review information at a slower pace and remember how to approach specific conversations. This goes for both good and poor interactions. Call transcriptions provide a toolbox of educational examples that can improve your staff’s confidence and customer experience skills.
Resolve disputes quickly
Another benefit of call transcriptions that are tied to being rapidly able to discover information is avoiding or dealing with disputes. A transcription can be found quickly, which means staff response time to a complaint can be improved. Furthermore, a transcription can be easily copied into an email to send to a client or third-party contact. Once the correct information is found, seemingly tough issues can quickly be dispelled, allowing your team to get on with the day’s business.
Meet compliance requirements
Many financial advisors, accountants and solicitors record calls as a matter of course. Transcription provides an added layer which allows firms to discover if any breach occurred or not quickly. Plus, at times, transcription may be required to comply with regulations. Though, transcription and call recording services need also to have mechanisms that stop recording to protect against specific sensitive data being documented in line with laws such as PCI DSS.
Call Transcription Service
While listening back to a call recording can provide context and tone to the listener, a transcription can improve the accessibility of the information. Both work in tandem to offer a more streamlined information-finding process. If you are interested in this service, or the many benefits of a cloud phone system, get in touch. We offer call recording and phone call transcription services for legal practices, accounting firms, and organisations that need this feature. See what else Yestech can deliver with our VoIP telecoms services.
