How can call transcription benefit your business?

Call transcription is becoming standard in companies with frontline sales teams. As a data source for Business Intelligence, it opens up new possibilities for sales training—and much more.

What is call transcription?

Call transcription is a text version of an audio or video call. This text records exactly what was said during the call, word for word.

How is a call transcribed?

In the past, call transcription was done manually by someone whose job was to listen to audio recordings and write them out. This was a time-consuming, tedious task and impossible to scale—thankfully now replaced by business intelligence solutions.

Some solutions transcribe speech in real time, while others do so after the call ends. All use speech-to-text technology to convert spoken language into readable, actionable data.

Is call transcription legal?

The legality of call transcription varies by region. Generally, you must obtain consent from participants before recording a call. Some states allow recording if only one party is informed, but it’s best practice to inform everyone to avoid legal issues.

Enable transcription

What is call transcription used for?

Call transcription offers many advantages over simple audio or video recordings. Text allows for much more advanced search and analysis capabilities than audio alone.

Keep records of conversations between sales reps and clients

Call transcription is an effective way to keep records of conversations between sales reps and clients. Transcripts are easy to store and access at any time, without taking up much space.

Another benefit is that sales reps can quickly pick up where they left off with a client by glancing at the last conversation. If multiple reps are involved, the team can stay up to date without asking clients to repeat information, improving the customer experience. To further enhance customer experience, using SaaS software is essential.

Search for specific information in transcripts

When calls are transcribed, it’s much easier to reference and search for specific passages, keywords, or phrases. This helps find important client details or share cases with colleagues or managers. Search functions can also highlight recurring issues mentioned by clients that might otherwise go unnoticed, since searches can span multiple transcripts.

Train sales reps and new hires

Call transcripts are a great resource for training sales reps. Teams can share transcripts of successful calls for others to learn from. They’re also valuable for onboarding new hires, helping them quickly learn how to handle different sales situations.

Give sales reps the chance to review their practices

Reading their own conversations allows sales reps to gain real perspective. They can identify strengths and weaknesses, recognize what they’ve mastered, and focus on areas for improvement.

Evaluate sales team performance

Since sales reps can self-evaluate using call transcripts, managers can also use them for objective, fact-based assessments—looking at how reps handle specific situations, their sales pitches, and more.

For team performance, call transcription helps compare the impact of using one sales phrase over another, for example. Access data easily with an intuitive dashboard.

Provide new perspectives for marketing

Call transcripts are rich in client feedback and comments, often shared candidly. Collecting these insights as expressed by clients is a valuable source of inspiration for marketing. Transcription offers a perspective that’s hard to get otherwise.

Take notes during conference calls

During conference calls, transcription solutions help keep a record of discussions, allowing participants to focus on the conversation instead of taking notes. Both attendees and absentees can later review what they missed or forgot.

Make the workplace more accessible

Transcription not only frees participants from note-taking but also enables those with hearing loss to engage in meetings. This improves workplace accessibility.

Keep records for legal reasons

Finally, since call transcription provides an exact record of what was said by both sales reps and clients, it can serve as evidence in legal disputes. This is another key advantage of transcribing calls. Conversational intelligence is fully legal, so make the most of it!