First, call transcription is the conversion of spoken conversations between an agent and a customer to digital text. Call transcription can be processed after a call and stored in a database for analysis at a later time or can be transcribed in real-time during the conversation.
Call Transcription is becoming more popular as companies work to improve customer and agent experiences. Most companies use call transcription for compliance and quality assurance but have only scratched the surface of its full potential.
What, then, are the top 10 benefits of call transcription?
Having call recordings and transcriptions can be helpful for compliance purposes. By transcribing calls you have proof of what was said by both parties in an easily searchable format. Keep in mind the legality of call recordings and transcriptions vary by states and countries, so be sure to verify your local laws before recording and transcribing calls.
2. Quality Assurance
For many years, contact centers have been recording voice calls for quality assurance purposes. Unfortunately, it’s time consuming and difficult to thoroughly review voice recordings. Call transcription makes the work of quality assurance far easier. Manual review of text is far easier than listening to audio recordings, but the real advantage is the ability to use automated tools. Machine learning (ML) and automation tools can process large volumes of transcriptions and can look for key phrases or words to measure the quality of interactions.
3. Real Time Supervisor Barge-In
By using real-time transcription, automation tools can be used to listen for particular phrases or words and alert a supervisor in real-time. The supervisor can then immediately join those calls using traditional “barge-in” capabilities. For example, a caller becomes angry and starts using profanity. A supervisor can immediately join the call and either just monitor the call to ensure it’s handled well or engage in the call to de-escalate the customer.
Using real-time transcription eliminates the need for agent to request a supervisor manually.
Both real-time and after call transcriptions are great resources for coaching. The transcription of great calls can be shared with others as a good example, and transcripts of bad calls can be reviewed and directly shared with agents with suggestions on how to improve.
Agent training can be improved by the use of real-time and after call transcriptions. Using real-time call transcriptions for training, is something of a combination of agent assist and coaching, but with a focus on agent training.
Using after-call transcriptions, an agent can be given conversational insights about level of engagement, politeness, the use of specific keywords, etc. along with trends of progress toward determined goals.
6. Conversation Insights
Uncovering conversational insights was extremely difficult before the advent of call transcription. Now with ML and automation, insights can be discovered more easily. Conversational insights can help improve your interactions and drive better metrics. For example, does a customer upgrade their service more often when agents use particular phrases?
The domain of conversational insights is in its infancy but has the potential to unlock huge potential.
7. Agent Assist
Helping the agent through automation becomes even more powerful when combined with real-time call transcription.
Call transcription can detect keywords and can update agent scripting and automatically share relevant knowledge-base articles, helping the agent navigate the conversation more effectively and easier. Call transcription can even be used to populate forms automatically as the conversation unfolds, reducing call duration while allowing the agent to focus on improving the customer experience.
Finally, as the agent uses Intelligent Virtual Agent (IVA) to handle sensitive or regulatory portions of the call (say taking credit card details) call transcription can be used as input into the IVA to reduce the time the IVA is handling the conversation.
Real-Time transcription can be used for real-time translation. As speech is transcribed into text, it can then be translated into different languages, which may aid those agents and customers that do not natively speak the same language.
Accessibility is the ability to provide people with disabilities with assistive technologies, making the ability to access systems easier.
For example, call transcription can be used to aid agents who may have auditory disabilities, where text may be easier read than heard. Transcription can be used to supplement an accessibility strategy.
10. Customer Assist
Transcription can be used to enhance the customer experience too. The text from call transcriptions can be directly shared with customers so they too have a record of what was discussed. By using automation, follow-up documents or recommended customer actions can be shared with the customer via email or within a dedicated company mobile app.
Call transcription can be a key part of digital transformation strategy. There are many benefits to call transcription and as the technology improves the benefits will continue to expand.
AMC Technology and DaVinci can help customers achieve their digital transformation goals, including driving the significant benefits call transcription can offer.