Turn Call Recordings into Insights with AI Transcription

New PASCOM Intelligence Call Recording AI Transcription

Unless you have a perfect photographic memory allowing you to absorb and recall information like a sponge, you will likely have encountered the situation where you cannot easily recall an important piece of information. In fact, you’re not alone in this with an overwhelming majority of B2B decision makers considering sales people unprepared for a sales call!

Thankfully, call recordings provide a powerful method of keeping detailed records and are also useful as a quality control and training tool. However, playing and listening to call recordings is an arduous and lengthy time consuming process, especially when searching for a specific recording. In such a scenario, wouldn’t it be nice to be able to search the content without having to listen to all the recordings?

Now you can thanks to PASCOM’s new AI-powered call recording transcription tool which makes the transcripts directly available from within the PASCOM App.

What is Call Recording AI Transcription

PASCOM’s call recording transcription feature uses Automatic Speach Recognition (ASR), an AI-powered Speech-To-Text (STT) technology to convert recorded telephone conversations into written texts, making it easier to capture every detail of a phone call and supporting users and teams in optimising the customer experience by helping businesses identify patterns and gain better insights into their customer interactions on the phone.

Typically, businesses use call recordings and call transcription for the following use cases with the aim of making smarter, data driven data:

• Evaluating team performance - monitor team communication effectiveness
• Enhancing customer support - more detailed insights into customer concerns and improve responses
• Improve team collaboration - share detailed information quickly within an organisation or team
• Improve productivity - remove manual workloads through AI automated transcription
• Enhance the customer experience - identify trends and react accordingly
• Refining strategies - identify strengths and weaknesses and adjust strategy accordingly
• Quality Control - detailed, searchable record keeping
• Agent Training - highlighting training needs and optimisations.

Why Should Companies Use AI Call Transcription?

Without accurate record keeping, it is easy for key details to be forgotten or misunderstood, particularly in roles such as sales, customer service, and technical support. Within your organisation, this can lead to confusion and inefficient processes such as unnecessary clarification follow-ups etc. Worse still, such scenarios can damage how your customers perceive your company and your professionalism, causing a loss of customer confidence which can damage sales and customer retention, both of which could potentially be avoided if call recordings were automatically transcribed using AI technology.

As such, companies that use call recordings should consider transcribing their recordings in order to enjoy a number of benefits as well as gaining greater customer insights all them to:

• Ensure customer conversations are documentated
• Improve record searching efficiency
• Eliminate misunderstandings
• make smarter, data-driven decisions.

Benefits of AI Transcribed Call Recordings

AI-powered call recording transcription provides a powerfull tool to accurately document customer calls, ensuring that every agreement, important discussion, and even action items are documented, helping drive professionalism, streamline processes and enhance the customer experience.

Maintaining Accuracy and Clarity

For individual employees, transcribing call recordings removes the guesswork from having to recall exact details of a converstion. As a result, important information is logged while agreements and action items can be easily identified, removing the potential risk of crucial aspects of the conversation being forgotten and elimininating any potential misunderstandings.

Within a contact centre envirnonment, the same is true as all your customer facing employees answering customer calls need to be kept on the same page in order to deliver a consistent, excellent customer experience. As the transcription is attached to the call history logs, customer service and sales teams can effortlessly access previous customer conversations without having to switching business applications or relying on memory or various handwritten notes.

Furthermore, customer calls transcripts to a specific team e.g. sales, are logged within that team’s call history, providing all employees within the team access to critical information in near real-time, further enhancing collaboration and eliminating misunderstandings and removing any confusion.

Searchable Text Improves Efficiency

Sifting through and manually re-listening call recordings to find key information is an inefficient, frustrating and time-consuming process. With AI call transcription, the recordings are converted into text data, creating a text record of the information. As text data is searchable, employees can then perform a keyword search with the PASCOM app to find specific information quickly and effortlessly.

Not only do searchable text records greatly improve efficiency by removing the time-consuming hassle related to finding relevant information, it also improves productivity by allowing you and your team to find and review key information in minutes instead of hours. In turn, almost instant access to critical information ensures that your business can react quicker and make smarter, more intelligent decisions when interacting with customers.

Focus on Customer Engagement

Thanks to call transcription, the days of busily taking down notes or entering information into your CRM during a customer call are now a thing of the past. Now, employees can fully focus on the call and what really matters, engaging with the customer and being 100 % present in the call instead of multitasking and running the risk of missing vital points.

Thanks to call transcriptions, employees can review the conversation after the fact, extract relevant information, any agreements or action points ensuring that future customer interactions and follow-ups are more effective and customer orientated.

Quality Control and Training

An often overlooked benefit of call transcription is Quality Control. Above, we’ve mentioned how call recording transcription are excellent for documenting customer calls and how this can be used to optimise workflows in ongoing customer interactions. However, call transcriptions are an excellent record keeping resource which can be called utilised to drive customer service quality long-term.

Managers can use transcriptions and recordings for training purposes to improve customer care on the phone. For example, if one employee dealt with a difficult customer query really well, the transcript can be used in combination with the recording to help other employees understand how. For example, managers can use the call recordings to help convey which tone is appropriate, whilst using the transcript to help convey the actual meaning and promote understanding.

Smarter, Data-Driven Decision Making

Transcriptions can be used to monitor performance over time, allowing team managers to identify potential strategy optimisations. A classic example is if the sales team is always answering the same question, the transcriptions can be used by marketing to better understand the customer concerns and adapt their communications as necessary.

Furthermore, sales team managers can use sales call transcriptions to monitor performance over time, comparing calls with successful and unsuccessful outcomes. The comparision can highlight where sales strategy is effective and where it needs to be refined. In addition, monitoring performance over time allows businesses to better understand customer behaviour and requirements, ensuring that decisions regarding got to market strategies are based on data.

How Does PASCOM AI Call Transcription Work?

The AI call recording functionality is available for all types of call recording, i.e. call recordings started automatically by the phone system and recordings started manually via the PASCOM app during a customer call. Once the call has been completed, both the recording and the AI generated transcription are made available directly to the users via the PASCOM app, meaning that to view the transcription, PASCOM users need only to select the required call from within their call history.

Calls with recordings are clearly labelled with the word “REC”. Furthermore, a text snippet from the transcription is also display within the call entry, distinguishing the entry from calls without a transcription:

Clicking or selecting the call entry will open a more detailed overview of this specific call, including a notes tab, under which the transcription is stored.

Depending on the length of the call recording, there can be a short delay as the AI processes the transcription. If the transcription has not been fully processed, you will seen an “in progress” message.

The AI uses voice recognition to identify and differentiate the callers, meaning that recording transcripts are produced to reflect the conversation and not just as a single text. This ensures that the person speaking can identified, making it easier to decipher who said what and when in the conversation.

Summary

AI-powered Call Transcriptions are significantly more than just simply converting audio call recordings into text. AI generated transcriptions can be essential to driving business performance and form a vital element of any customer-first strategy. Whether sales, technical support, or customer service, AI-generated call transcriptions save time and unlock valuable insights into team performance, customer behaviour, call flow management, and quality control.

If you want to turn more customer calls into growth possibilities, the PASCOM all-in-one cloud phone system provides you will all the telephony and messaging tools including a complete suite of PASCOM Intelligence AI features all designed to keep your business simply better connected.

Get your 30 day free trial and discover how PASCOM can support your business with time-based call routing, intelligent routing, and much more!