Today, call recordings and transcripts are important part of an effective customer service experience. The fact that Call Center agents can use text transcriptions of their calls will help them not only to know the quality of the service they provide, but also the needs that customers demand in order to adapt their speech or products to these needs.
It is because of this need to improve the customer experience and the quality of the service that Artificial Intelligence based solutions arise to facilitate this task. This is how Recordia Transcription technology arises.
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What is Recordia Transcription?
Call transcription is the process of converting conversations that take place through a phone call into written words (also known as Speech to Text Transcription). Call Transcription software converts this process into an automatic process and can occur in real time or after a call has been recorded. Call transcriptions provide sales reps with reviewable records of every conversation they have with customers.
Recordia Transcription works with great accuracy and understands interruptions or overlapping voices, distinguishing them and delivering the complete conversation in text, differentiating all interlocutors, which allows later analyzing calls individually or globally through Speech and Sentiment Analytics, or using them as evidence.
How does Call Transcription work?
Transcription software works by listening to audio and delivering an editable textual transcript to a given device through speech recognition. The conversion from speech to text is powered by a complex machine learning model in order to be done in several steps.
Recordia records the interactions and sends them to our transcription software. Once received, the software reads the electronic signal of the words, taking the sounds, measuring their waveforms and filtering them. Finally, the mathematical model behind the technology goes to the dictionary with which it has been previously trained and translates the sound into the most probable word according to the context.
Recordia Transcription is able to understand interruptions and overlapping voices, distinguishing them. In addition, with Recordia you have the possibility of adapting the dictionary of words that the technology uses according to the context in which your business is, making a more reliable speech-to-text transcription adapted to your needs.
What are the benefits of Recordia Transcription?
Automated notetaking
No more need for your salespeople to be distracted by taking notes, let your team put all their attention on listening to your customers, making valuable contributions and overcoming possible objections. Recordia Transcription detects overlapping voices and interruptions, so you can get quality notes without worrying about taking them yourself.
Increase sales performance
Enrich your CRM and easily identify in your transcripts your strengths and weaknesses, pain points and major objections or concerns about your product. Define your objectives, refine or readjust your value proposition and take advantage of hidden opportunities to make more sales and attract more qualified leads.
Enhanced employee and onboardings training
By transcribing and analyzing each call you not only find what is and isn’t working in every agent’s sales pitch, but also you can make 1-to-1 personalized training and provide your team with specific feedback to make them close more deals.
Also, don’t just focus on your already hired agents, make your onboarding process faster and smoother, show them real calls to train them and give them tools to overcome every situation possible, empower your Call Centers agents with real scripts to build better sales and call center teams.
Improve process quality
When conversations are transcribed into written text, you can efficiently search and reference specific highlights, keywords, and phrases. Search and scan call transcripts to identify inefficiencies, waste and areas of improvement, and collaborate with different departments by sharing transcripts within improvement proposals.
Do you want to know more about Recordia Transcription? You can find more information here.