What is transcription software?
Call transcription software performs the speech-to-text transcription of your sales calls — live or prerecorded, audio or video files. Transcription can happen in real-time or after the call has ended.
Is it legal to transcribe calls?
The legality of transcribing calls depends on the call recording rules for your region or geography.
For instance, the states of California, Massachusetts, and Washington require all parties involved in a call to give consent for call recording and audio transcription. Similarly, the EU GDPR requires you to disclose that there will be a real-time transcription of the phone call or video meeting.
So, it’s good practice to disclose your intent to record and transcribe calls and get affirmative consent from the participants.
What are the benefits of transcription software?
Transcription software converts phone calls or video meetings into text automatically, which is crucial to optimize sales enablement, coaching, training, onboarding, and performance. Here are some of the key transcription software benefits:
What are the key features of call transcription software?
A solid call transcription software must be equipped with the following features:
Configuring preset rules to autocorrect misspellings and common mistakes
Editing transcripts directly
Adding notes against competitor mentions, features, acronyms, and more for better context
What are some best practices to improve the accuracy of call transcriptions?
Even the best transcription software can make mistakes. Some factors, like accents or language (homonyms and homophones), cannot be helped. However, there are other factors that you can control to enhance the audio transcription accuracy:
Use good-quality microphones or noise-canceling headphones with a mic while recording calls to minimize background noise. For video calls, join in using the web or mobile app, rather than dialing in from the phone.
Avoid interrupting the others as much as you can to ensure that there’s no overlapping dialogue. Otherwise, the AI gets confused and might transcribe inaccurately.
Depending on how your software has been configured, it might prioritize one speaker and skip the words from the other speaker, leading to transcription errors.
It’s important to speak clearly into the microphone so that everything you say gets captured and is coherent.
Sometimes, accents and variations in speech rate can throw the call transcription AI off its game as most automatic speech recognition (ASR) software aren’t trained to handle different accents.
So, it’s good to slow down and add adequate pauses between sentences. If required, you can add some context when discussing technical terms, acronyms, or foreign words.
Eating or chewing on food noisily during calls can distract the ASR software (besides being rude to the humans participating in the call).
In addition, the chomping noise can affect audio quality. While humans are trained to ignore it and focus on the conversation, an AI can misinterpret it, influencing the call transcription quality.