Quality customer service and a seamless user experience result in satisfied customers and increased sales volume. The fact that Call Center agents can use text transcription of their calls will help them not only to understand the quality of the service they provide, but also the needs of their customers in order to adapt their sales pitch or sales tactics to these needs.
That is why, nowadays, in order for a Call Center to achieve an effective customer service experience and quality care, call recordings and transcriptions are an important and even essential part of the process. Thus, technological solutions based on Artificial Intelligence, such as Recordia Transcription together with its Speech Analytics and Sentiment Analysis tools, allow to take the customer service experience to the next level, training employees for a better achievement of objectives and quality standards.
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What is call transcription?
Call transcription is the process of converting conversations that take place over the phone call into written words (also known as Speech to Text Transcription) and provides sales reps with reviewable records of all conversation agents have with customers.
Transcription software works by listening to audio and delivering an editable transcript to a given device through speech recognition. Speech-to-text conversion relies on a complex machine learning model to be performed in several steps.
Some Transcription solutions, such as Recordia Transcription, work with great precision and understand interruptions or overlapping voices, distinguishing them and delivering the complete conversation in text differentiating all the interlocutors. This allows to later analyze the calls individually or globally through Speech and Sentiment Analytics, or to use them as evidence.
How do employees improve with call transcription?
Workforce development for agents currently employed
Call transcription will provide valuable information and data on the techniques and scripts that work best with customers and the agents who have made the most sales. Training agents individually and empowering them with real scripts and quality content extracted from call transcription will result in more efficient handling of customer demands and queries, adapting to the real needs of the customers.
On the other hand, knowing through call transcription the problems that arise with customers or the sales tactics that work best and training them properly will achieve more security in the staff and reduce staff turnover by solving possible situations of stress or tension in workers.
New employee training in on-boarding processes
By knowing the sales tactics that work best and extracting real scripts from the conversations managed with the Transcriptor, you will make the on-boarding process of new employees faster and smoother, showing them real calls in order to train them and provide them with tools to overcome all possible situations.
Training new recruits with real scripts will allow them to perform better in their new job and to follow the quality and service standards set by the company. In addition, these trainings will help the Call Center to create a better prepared and higher quality sales team.
Identifying bad practices
Thanks to the information extracted from call transcriptions, companies can identify the best agents, learn from them and create training material for the rest of the team based on successful results. This will help to ensure compliance with the quality standards of the processes and work methods imposed by the company’s philosophy.
In addition, call transcription and the further use of technologies such as Speech Analytics will help you to automate the process of early detection of bad work practices, allowing you to quickly reverse them and train the agents who are carrying them out.
Silence analysis
Silences during a call with a Call Center agent are considered normal and unavoidable, as the agent takes time to check the caller’s data. However, prolonged silences of 20% to 30% may hide problems that can cause additional costs and need to be addressed. The reasons for these silences can range from not finding the answer to the customer’s questions to not being sufficiently trained.
Transcription software, such as Recordia Transcription, helps to identify, measure and analyze silence in order to understand how the workflow is working and how agents are handling calls with the goal of reducing average call time and increasing Call Center efficiency and customer satisfaction.
If you want to learn more about how call transcription helps your employee to development, click here.