Transcriptions can save thousands of dollars every month – Improve your First Call Resolution
Call recordings are reviewed for quality monitoring purposes. The whole idea of the review is to ensure that the agents are cordial and provide first call resolution.
The reviewer normally listens to a few selected call recordings. A reviewer would normally spend about twice the time of the audio length frequently stopping the recordings, rewinding to hear again and making notes on their quality monitoring and reporting tool.
Quality Monitoring can be enhanced and the cost reduced by transcribing selected recordings. This is achieved as reading a transcription is at least twice as faster than listening to an audio recording. This also results in a cost advantage which helps in reviewing more recordings and therefore the reviewer is able to provide guidance to more agents for more types of cases. The final outcome is an enhanced count of First Call Resolutions. The transcription is displayed in the form of a chat similar to a phone chat.
Virtuallogger has perfected the transcription of call recordings. We use a specific ASR phone model which provides greater accuracy. Our call recordings can also be saved in stereo and therefore we can also povide separate text for the agent and the customer.