It’s difficult to understate how important your customer experience team is to the health and longevity of your business.
Consumers today have high expectations when it comes to customer service. They want to be able to reach your team quickly through a variety of channels. They expect your customer service reps to listen to them, react quickly, and share information across the team so they don’t end up repeating themselves if they have to call back.
But maintaining a high-performing customer experience department is no easy task. You need not only the right people but the right tools to handle high volumes of inbound customer service calls and the right processes to deal with them correctly.
If you’re still relying on outdated call transcription software (or aren’t using call transcriptions at all), you may be losing out on valuable revenue. But intelligent call transcription can help you retain more customers while also lightening the burden on your customer service team.
Here’s a breakdown of how call transcription has changed in recent years, and how you can leverage it to significantly improve your customer experience.
Understanding call transcriptions
Put simply, call transcription is the process of turning the audio from a phone call into written text. In the early days of call transcription, this job was done by fast-typing humans who listened in to calls and converted them into text, which you can imagine was quite a tedious process.
But we’ve come a long way since then, particularly in the last few years. Now, call transcription software like CallRail can instantly turn any phone call into a transcript without any human input.
Automated call transcription software isn’t a new invention, and if you used an early version of it, you may think of it as clunky and error-prone. But thanks to sophisticated voice recognition and AI technology, today’s call transcription services are highly accurate and reliable.
And what’s more, the best call transcription software uses what’s known as Conversation Intelligence® to analyze calls once they’ve been transcribed. This technology can deliver deep insights after reviewing hundreds or thousands of calls, equipping customer experience managers with information that can truly transform a business.
Benefits of call transcriptions for customer service
Curious how call transcriptions for customer service can change your business? Here are some of the software’s biggest advantages.
Improved call monitoring and quality assurance
Customer experience managers need to review calls frequently to ensure their team is performing as best they can. But sitting in on calls or reading through transcript after transcript can take a lot of time that could be better used elsewhere.
With call transcription, managers can slash the amount of time they need to spend reviewing calls. Instead, they can search through transcripts for specific words and phrases, hone in on transcripts for particular team members, or use Conversation Intelligence analytics to identify specific areas for improvement.
From there, they can use call transcripts to enhance training and improve the team’s performance overall.
Enhanced customer experience
One of the best things about call transcription services equipped with AI is that you can see customer sentiment at a glance. The software will identify the emotions and attitudes of customers, making it easier to review and learn lessons from every call.
With this vital data, customer experience reps can instantly identify customer feedback that comes up again and again and then deliver a customized experience for customers who call with specific questions. They’ll be able to analyze the transcripts to see which words and phrases had the best impact on customer experience, then use that information to drive their customer service strategy forward.
Efficient documentation and knowledge management
When your customer service reps are actively fielding calls, they need to be attentive to the caller and eliminate any distractions. Unfortunately, if they’re required to also take notes while on the phone, they won’t be able to give the caller their undivided attention.
With call transcription, the need to take notes on every call is completely eliminated. The software will do that part of the job for your call reps, allowing them to focus on the call, then easily review calls and even search through transcripts to find information they need.
Call transcripts also make it simple to pass vital information from one person or team to another without having to ask the caller for all their information again (something guaranteed to make callers frustrated).
Compliance and legal requirements
Call transcriptiosn not only help you improve customer service—they can also keep your business compliant and provide valuable evidence in the case of any legal dispute. Call transcripts record every word said, which can be vital if you need to refer to a call when resolving a lawsuit or other legal matter.
For medical and legal businesses, call transcripts also help you record calls between doctors and patients or lawyers and clients without compromising confidentiality clauses. This method is far more secure than taking notes by hand or recording calls without a transcript.
Choosing the right call transcription software
There are many call transcription services on the market, but they’re not all equal in terms of quality. Here’s what to look for when shopping around.
Key features to look for
Accuracy and reliability. This is perhaps the most important feature of any call transcription software. You want to ensure that nothing is lost between the call and the transcript, lest your team has to spend more time deciphering messy transcriptions.
Integration with existing systems. Many call transcription software options will integrate with systems you’re already using, such as your CRM or marketing platforms. For example, CallRail integrates with a wide variety of tools, so you won’t have to rework all of your systems to add it to your toolbox.
Security and data privacy. As we mentioned, call transcripts can be vital in maintaining confidentiality and providing customers with peace of mind. Make sure the software you choose has strong security measures in place before you make your selection.
Factors to consider
Scalability. If your business is growing, you don’t want to sign up for a transcription service that can only handle a limited number of calls. Odds are you’ll need to increase the volume of transcripts you create, so go with a software option that can scale alongside your business.
Ease of use. Any time you introduce new technology to your team, there will be somewhat of a learning curve. To make things easier on them, look for call transcription services that are easy to use and have an intuitive user interface.
Price and value for money. Of course, the cost of the software you choose should come into consideration. But don’t go with simply the cheapest option, as it’s unlikely to have many of the important features we’ve called out in this article. Instead, weigh the cost of different options against the benefits they offer, and make your choice based on that comparison.
Try CallRail’s Conversation Intelligence software
If you’re interested in the most sophisticated and powerful call transcription available, then consider CallRail, which comes equipped with unique Conversation Intelligence capabilities.
It won’t take long for you to see how CallRail’s software can not only accurately capture every call your customer service team makes but also provide you with instantaneous and highly valuable insights you won’t get out of traditional call transcription software.
The best part? You can try CallRail before you buy to make sure it’s the right fit for your business. You can start your 14-day free trial right here. Once signed up, you’ll receive detailed instructions on how to quickly set up call transcriptions, so you can start seeing the benefits right away.
Parting words on Conversation Intelligence
If you want to run a streamlined, effective customer experience operation, you need a solution for call transcription that accurately captures transcripts and analyzes them for maximum impact. With CallRail’s free trial, you can see the benefits of call transcription for yourself without signing any long-term contracts. Get started today, and see how intelligent call transcription can take your business to new heights.
