Call Center Transcription

Call Transcription is the process of converting the audio from phone calls or voice recordings into written text. It involves capturing spoken words, parsing them into linguistic elements, and producing a readable transcript that accurately reflects the original conversation.

Modern call transcription systems typically use automatic speech recognition (ASR) technologies, which leverage machine learning and specialized models (acoustic and language models) trained on large datasets. This approach can handle different accents, intonations, and background noises to deliver high-quality transcriptions. Once in text form, these call transcripts can be stored, analyzed, or integrated with other tools (e.g., CRM systems, analytics platforms) to deliver insights on customer experiences, compliance, agent performance, and more.

Call Transcription in a contact center transforms audio from customer calls into written text in near real-time or after the call. Here’s how it typically works:

1. Audio Capture
   – Calls are recorded (either on-premise or via cloud systems).
   – The audio is routed to a transcription service or engine.
2. ASR (Automatic Speech Recognition)
   – Advanced speech recognition models analyze the audio waveform and convert speech into text.
   – Language models ensure the output aligns with common grammar and usage patterns.
3. Additional Processing & Enrichment
   – Speaker Separation (Diarization): Identifies which parts of the transcript belong to the agent vs. the customer.
   – Confidence Scoring: ASR systems often tag words or phrases with accuracy/confidence scores.
   – Noise & Filter Adjustments: Removes long silences or filters out irrelevant background sounds.
4. Integration with Contact Center Tools
   – Analytics Platforms: The transcript is fed into speech analytics for sentiment, keyword spotting, or topic categorization.
   – CRM Systems: Keywords or issues identified in the transcript can trigger follow-up actions (e.g., sending escalation tasks).
5. Data Storage & Accessibility
   – Transcripts are stored in a structured format, often alongside call recordings and metadata (agent ID, customer account, timestamp).
   – Authorized users (managers, compliance officers) can search or review calls by keywords, topic, or sentiment scores.
6. Use Cases & Value
   – Quality Monitoring: Simplifies evaluating agent performance without replaying entire calls.
   – Compliance & Legal Protections: Tracks required disclosures or flags non-compliant language.
   – Customer Insights: Identifies recurring topics, problems, or opportunities for upselling.
   – Agent Coaching: Provides quick, text-based references to specific interactions for targeted feedback.

By automating the conversion of spoken dialogue to searchable text, call transcription helps contact centers uncover customer insights, ensure compliance, and streamline quality assurance—ultimately leading to more efficient operations and better customer experiences.

Call transcription offers numerous benefits, including:

• Enhanced quality assurance: Identify areas for improvement by analyzing keyword-focused transcripts instead of listening to entire calls.
• Accelerated compliance checks: Quickly locate specific keywords and phrases across multiple call transcripts to ensure adherence to regulations.
• Improved agent performance: Use transcripts for targeted coaching and training to enhance agent skills and customer interactions.
• Efficient call review: Easily scan and navigate transcripts organized by call events, saving time and effort.
• Valuable insights: Gain a deeper understanding of customer interactions, sentiment, and trends through AI Speech Analytics.

Voiso’s AI-powered transcription delivers high accuracy in capturing spoken language during calls, making it a reliable tool for quality assurance and compliance checks. The accuracy is further enhanced by its ability to flag keywords automatically, helping agents and supervisors focus on the most important aspects of a conversation without needing to listen to the entire call.

All transcriptions are accessible through Voiso’s Call Details Records (CDR). You can easily search for and review specific call transcripts by using the search bar to locate important keywords. Additionally, transcripts are automatically organized by key call events (like talk, hold, and transfer), and clickable timestamps make it easy to navigate through different parts of the conversation.

Voiso supports transcription in 10+ languages, including major languages such as English, Spanish, Arabic, and others. This allows for accurate call transcription in the world’s most widely spoken languages, providing a robust multilingual solution for global contact centers.

Yes. Voiso’s AI transcription engine is designed to handle a variety of accents and dialects, ensuring that conversations are transcribed with a high degree of accuracy, regardless of regional variations in speech. This is especially useful for businesses operating in multilingual environments or serving a diverse customer base.