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What is Call Transcription? Benefits, Challenges, and Solutions

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Dharmik Joshi
Senior Writer:
green tickDate: June 21, 2024

Telephone conversations remain a cornerstone of communication in many industries, facilitating connections with clients, customers, and colleagues.

Phone transcription can help businesses enhance performance, strengthen customer service, and minimize liability.

Let us understand the concept of a call transcript, along with the top tools that can transcribe phone calls to text for your business.

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Expert Advice

Opt for advanced AI-driven transcription tools that can effectively overcome challenges like background noise and accent. These tools, coupled with human assessment, can significantly increase accuracy. Platforms like CallHippo are a prime example, offering the ability to convert phone conversations into text with accurate information, analysis, and accessibility.

What is Call Transcription?

A Call transcription refers to transforming audio recordings into text documents. A transcription service listens to your recorded calls’ audio files and converts them into a written transcript.

The transcript documents the full phone conversation in written format, recording who said what and transcribing it word to word. All of the details mentioned during the call are captured, including participant names, dates, times, and what was stated.

Call transcript can be performed manually by typing or with speech-to-text software. Professional transcribers listen to calls and type them out manually. For automated solutions, voice recognition software uses artificial intelligence to transform audio into text.

How to Transcribe Phone Calls to Text?

There are 2 ways in which you can transcribe phone calls to text. Let us understand both techniques:

methods to transcribe phone calls to text

Method 1: Using a Transcript Service Provider

The simplest and easiest way is to subscribe to a service like CallHippo, where you will get a business phone solution for all your business calls and messages, which can save you time and automate key operations.

CallHippo provides automatic Ai-generated transcriptions of each recorded call within a few seconds of its ending.

Method 2: Manual/Traditional Method

If your call recording software does not include AI transcription, you will need to use both a call recording program and a separate call transcript solution.

This is a more complex procedure as it requires you to fluctuate during your call recording and transcription. This process includes the following 4 steps:

Step 1: Record the call using a call recording application.

Step 2: Upload the file to your device, then export it to your transcription service or app.

Step 3: Check to ensure the transcription is correct after it has finished being created.

Step 4: Save the call to a file and share it with your team.

Looking for a Speech Analytics Tool?

Explore the advantages of CallHippo’s Speech Analytics for free.

5 Benefits of Call Recording and Transcription

Call transcription, a key technological innovation, has changed the way businesses interact and communicate with customers and stakeholders.  By translating spoken conversations into written text, phone transcription provides numerous benefits that improve efficiency, analysis, and overall communication methods. While there are several benefits, some of them are listed below:

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1. Strengthening Sales Procedure

Live transcribed phone calls are similar to notes that businesses may utilize to improve the customer journey and make purchasing easier. For example, you can look back on them in the future to make things more personal or to recall what was said. You can also use them to identify effective ideas and techniques.

These transcript files are smaller than audio files and require less storage space. Call transcripts help to improve customer experiences and remove hurdles in the buyer’s journey. They offer personalized references and vital insights to help you better serve your customers.

2. Enhanced Training and Quality Assurance

Use call transcripts as training tools for sales support and onboarding. Phone transcription technologies generate real-world call scripts that highlight effective techniques while identifying areas for growth. Include these transcripts in training and onboarding materials to provide your salesperson with realistic examples and knowledge.

By reviewing past interactions, representatives can identify areas for improvement, learn best practices, and maintain consistent quality standards.

3. Improved Searching and Quick Screening

Call transcripts, which are saved as digital text documents, are easier to process and scan. You can quickly search for terms and precise information within the content, making it easier to extract useful information.  These files take up little space and are stored in MS Word or Google Docs. Texts are easier to comprehend than audio recordings.

4. Data Analysis and Insights

Data analysis and insights gained from phone call transcription provide a wealth of useful information for businesses. Companies that carefully analyze transcribed conversations can detect new trends, client preferences, and pain points.

This data enables organizations to make more educated decisions, such as optimizing marketing strategies, refining product offerings, and improving customer service.

5. Legal Records

Various sectors require regulatory compliance while providing customer service. Organizations can easily identify deviations in transcribed calls and take corrective measures to ensure legal compliance. Furthermore, recording and transcribing audio provides documentation of what was said between agents and clients, allowing you to observe how specific situations were handled. Hence, all virtual phone calls, meetings, and conference calls must comply with the law.

5 Best Call Transcription Software

Here are some of the advanced call transcription software programs that can enhance communication and productivity in professional settings:

Brand NameRatingKey FeaturesPricing
CallHippo
4.3/5
Call forwarding
Call recording
Voicemail
Text messaging
Basic: $0
Bronze: $18 /month
Silver: $30 /month
Platinum: $42 /month
Rev.com
4.7/5
Ai Transcription
Ai captions
Globally translated subtitle
Ai machine learning
Ai Transcription: $0.25 per minute
Ai Captions: $0.25 per minute
Ai Subscription: $29.99/ month
Human Transcription: $1.50/ per minute
Otter.ai
4.5/5
Live Meeting and Media Transcription
Otter Assistance
Custom Vocabulary
Name Recognition
Basic: Free
Pro: $9.17/per month
Business: $20/ per month
Enterprise: Contact the Support Team
Verbit
4.4/5
Live Captioning
Timecode Management
Custom Dictionary
Voice calls
Contact sales team for pricing details.
Sonix
4.7/5
Automatic Transcription
Automated Translation
Automated Subtitles
Automated Summaries
Standard: $10/ Hour
Premium: $5/ Hour - $22 per user/month
Enterprise: Contact Team
How we select and analyze these tools?

After extensive research and analysis, we have curated a list of call transcription software. These software are carefully selected based on usability and satisfaction scores, including features, ease of use, customer support, ratings, and reviews from SoftwareSuggest, G2, and Capterra. Our aim is to assist businesses in identifying the most suitable software to streamline their operations.

1. CallHippo

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CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) based Virtual Phone System. CallHippo offers advanced phone transcription features, including real-time transcription, customizable settings, and seamless integration with CRM systems. Its user-friendly interface and robust functionality make it a top choice for businesses of all sizes.

Key Features

  • Power Dialer
  • Smart Switch
  • Global Connect
  • Smart Call Forwarding
  • Smart DID Routine
  • Sticky Agent
  • Automatic Machine Detector

Pros

  • The platform offers local phone numbers for any region in the world.
  • You can also get your toll-free number from this tool.The tool also has a function called call cascading for its users.

Cons

  • The interface of the tool can be boring for new users.
  • Sometimes, the mode of operation can be complex for new users.

Pricing 

  • Starter – $18 Per user/Month
  • Professional – $30 Per user/Month
  • Ultimate – $42 Per user/Month

*Pricing as of 11-06-2024.

2. Rev.com

Rev dashboard

Rev is cloud-based speech-to-text transcription software designed to help businesses add transcripts, captions, and subtitles to content in order to optimize searches across the web. Features include collaboration, file sharing, timestamping, team management, audio trimming, and multiple formats.

Key Features

  • Ai Transcription
  • Ai captions
  • English closed captions
  • Globally translated subtitle
  • Ai machine learning
  • Third-party integration

Pros

  • The platform offers an accurate text-to-speech option without any mistakes or errors.
  • It can easily convert files that are more than 60 minutes long within a few minutes.
  • The tool can easily differentiate the speaker and act according to that.

Cons

  • The platform has a bit of slow customer support when needed.
  • The formatting might not be suitable for every user.

Pricing

  • Ai Transcription: $0.25 per minute
  • Ai Captions: $0.25 per minute
  • Ai Subscription: $29.99/ month
  • Human Transcription: $1.50/ per minute
  • English Captions: $1.50/ per minute
  • Global Subtitles: $5-12 per minute

3. Otter.ai

Otter dashboard

Otter.ai is basically an AI-powered automatic meeting transcription software that enables users to record and transcribe a voice call and conversation using speaker detection. In 2022, however, it added new features for its Business and Enterprise account users, transforming Otter.ai into a one-stop tool for meeting management that allows people to take notes and collaborate with coworkers.

Key Features

  • Live Meeting and Media Transcription
  • Otter Assistance
  • Custom Vocabulary
  • Name Recognition
  • File Synchronization
  • Chrome Extension

Pros

  • The platform offers a free trial plan for its new users.
  • It supports transcription of both recorded files and live meetings.
  • Available on the web browser and mobile devices.

Cons

  • The tool has poor transcription accuracy for complex audio tests.
  • The platform currently only supports English (UK and USA).

Pricing

  • Basic: Free
  • Pro: $9.17/per month
  • Business: $20/ per month
  • Enterprise: Contact the Support Team

4. Verbit

Verbit dashboard

Verbit combines AI technology with human expertise to deliver fast and accurate transcription services. Its customizable platform allows businesses to tailor transcription settings to their specific requirements, ensuring reliable results every time.

Key Features

  • Live Captioning
  • Timecode Management
  • Custom Dictionary
  • Voice calls
  • API

Pros

  • The platform provides non-generic content from Ai, along with reliable transcriptions from organic users.
  • It has auto-transcription and speech recognition features for its users.
  • The tool has dictation capabilities.

Cons

  • Registering on Verbit might be challenging for some users.
  • The platform asks for permission a lot, which can be annoying.

Pricing

Contact Verbit support for pricing details.

5. Sonix

Sonix dashboard

Sonix is a cloud-based transcription service that offers automated transcription with industry-leading accuracy. Its intuitive interface and robust editing tools make it easy to transcribe and manage phone call transcriptions effectively.

Key Features

  • Automatic Transcription
  • Automated Translation
  • Automated Subtitles
  • Automated Summaries

Pros

  • The platform has excellent speech recognition without any technical issues.
  • It has an initial free trial for new users.
  • The tool can transcribe in multiple languages with natural language processing, along with splitting subtitles.

Cons

  • The platform can be expensive for Latin people.
  • Sometimes, transcribing heavy audio files can lag.

Pricing

  • Standard: $10/ Hour
  • Premium: $5/ Hour – $22 per user/month
  • Enterprise: Contact Team

Conclusion

Businesses can gain useful insights from phone calls by utilizing advanced transcription tools and technology, promoting growth and success. Whether you opt for automated transcription services or rely on manual transcription by human professionals, investing in call center transcription is sure to yield significant returns in the form of enhanced efficiency, productivity, and customer satisfaction.

FAQs

1. Can I get a transcript of a phone call?

Yes, you can obtain a transcript of a phone call using a call transcription app or services that specialize in converting audio into text format.

2. Is it legal to transcribe a phone call?

The legality of transcribing phone calls varies depending on factors such as jurisdiction, consent, and privacy laws. It’s essential to familiarize yourself with relevant regulations and obtain consent from all parties involved before transcribing phone calls.

3. Which AI transcribes phone calls?

Several AI-powered transcription services specialize in transcribing phone calls, including CallHippo, Verbit, and Sonix. These services utilize advanced machine learning algorithms to accurately convert audio into text format.

4. How long does it take to transcribe a phone call?

The time it takes to transcribe a phone call depends on factors such as call duration, audio quality, and transcription method. Automated transcription services can transcribe calls in real time or within minutes, while manual transcription may take longer, depending on human resources and workload.

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