Managing numerous sales and support calls daily can often lead to missed details and oversights due to multitasking or information overload. With AI Call Transcription, your team doesn’t have to rely on memory or notes—ensuring that every customer interaction is accurately captured.
By converting phone conversations into written records, both managers and agents can quickly access critical information to boost operational efficiency, reduce misunderstandings, and improve customer service quality.
So, how does call transcription work, and how can your teams use this VoIP AI feature? In this article, we’ll explore:
- How calls are transcribed
- Key benefits for businesses
- Common use cases of call transcription
What is Call Transcription?
Call transcription, powered by AI, converts speech from customer calls into written text. IT decision-makers, heads of sales, and global support leaders can use this scalable solution to improve visibility across high-volume call traffic, streamlining post-call follow-ups, and ensuring no critical information slips through the cracks.
So, how does it work? Once a call concludes, AI and large language models (LLMs) can process conversations from the recorded call and convert it into a readable transcript.
By eliminating the need for manual note-taking, this feature encourages agents to pay more attention to customer conversations. These text transcripts make it easier to keep an accurate record of conversations, especially in industries like customer service or healthcare, where details really matter.
Benefits of Transcribing Business Calls
Transcribing business calls can offer several advantages that really help improve how a business operates—from increasing visibility into team activity to boosting productivity. Here are some of the key benefits of the call transcription feature:
- Save time: Instead of manually summarizing calls, employees can simply refer to transcriptions, freeing up time to focus on more value-driven tasks.
- Document customer conversations: Accurate records of conversations also provide legal protection in case of disputes, allowing businesses to easily resolve disputes or misunderstandings.
- Review past calls: Instead of listening to entire recordings, managers can quickly gather high-level insights of the call through transcripts and assess customer concerns, agent performance, and opportunities for process improvement.
- Identify priority cases: Quick access to transcribed calls helps agents and managers identify pending calls, unresolved issues, or upset customers, prioritizing support for these cases.
- Isolate recurring issues: Managers can also use transcriptions to identify common customer complaints and objections or agents’ knowledge gaps and can customize coaching accordingly.
How to Use Call Transcription: 8 Use Cases
Whether it’s for resolving customer issues, training teams, or maintaining compliance, transcription provides valuable insights. Here’s a look at some business use cases where call transcription can make a significant impact.
Quick summary:
- Document customer calls for future reference
- Increase focus on customer conversations
- Gain high-level visibility into team performance
- Pay attention to what customers are talking about and gather feedback
- Provide specialized coaching and quality assurance training
- Collaborate across different departments
- Access comprehensive call analytics
Let’s dig into these use cases in more depth:
1. Document Customer Calls for Future Reference
Transcriptions eliminate the need for guesswork when recalling important details from a conversation. With a written record, there is a lesser risk of missing key points or misremembering queries or instructions.
For instance, managers can filter across different phone lines and quickly access call summaries, transcripts, and sentiment for a particular call. They can review these calls to identify key topics discussed, recurring patterns, high-performing calls, etc. Managers can also use these transcriptions to tailor agent training and coaching.
Similarly, agents can refer to transcribed calls to recall important customer preferences or product requirements. This avoids the potential for errors in product orders or service offerings.
Additionally, certain regulatory bodies require documentation and compliance of customer interactions and information. For instance, healthcare organizations may need to retain recorded calls that contain to maintain compliance.
2. Increase Focus on Customer Conversations
With AI-powered transcripts and summaries generated after every call, your agents don’t need to spend time manually taking or entering notes for every conversation. This gives them more time to focus on the customer with undivided attention.
Additionally, since their calls are being recorded and transcribed, agents will actively work towards performing better on support and sales calls. They may identify quicker ways to resolve common issues or develop new tactics to navigate objections. This increased focus will lead to improved customer satisfaction.
3. Gain High-Level Visibility into Team Performance
Managers can access a wealth of information and call content data by using summaries, transcripts, and sentiment analysis.
Quickly review summaries for different phone lines, teams, or regions and generate a comprehensive yet concise overview of call content. Dive deeper with recordings and transcripts to know what your customers talk about, how agents handle unhappy customers, and what common patterns exist. Determine how teams and agents are performing and use top-performing calls as training for low-performing teams.
Whether it’s resolving recurring issues or refining sales strategies, this visibility into business calls will help you drive continuous improvement across your sales, support, and marketing departments.
4. Pay Attention to What Customers Say
Transcribed calls offer a treasure trove of feedback that businesses can use to improve their products and services. By reading and listening to what customers say during their interactions, companies can spot patterns in feedback and adjust their sales and marketing efforts accordingly. For instance, you can learn more about:
- How customers talk about your products and services
- What features or functionality they are looking for
- What problems they are trying to solve with your service
- Which competitors they have considered
- Common obstacles they’re facing with your product or service
- Whether your sales and support teams are properly equipped to handle customer queries, and so on.
Use this feedback to further improve your sales, support, and marketing efforts.
5. Provide Specialized Training and Quality Assurance Sessions
Transcribed calls offer an excellent resource for training and quality assurance materials. By reviewing real interactions, managers can pinpoint areas where agents excel or need improvement.
For example, if an agent handled a tricky customer situation well, that transcript and recording can be used as a training tool for new hires. On the flip side, if there’s a recurring issue with how certain queries are handled, teams can analyze those transcripts to refine their approach and identify more efficient ways to resolve such issues.
6. Collaborate Across Different Departments
With AI-powered call transcriptions, cross-departmental collaboration becomes seamless. Call transcriptions allow team members across departments to access the same information, making collaboration smoother.
Whether it’s sales following up on a support ticket or marketing crafting campaigns based on customer feedback, teams can access unified, real-time information. This shared knowledge ensures that everyone is aligned, reducing miscommunication and enabling quicker, more effective solutions.
7. Access Comprehensive Call Analytics
By turning conversations into data, businesses can generate deeper insights, measure customer sentiment, track common topics, and evaluate agent performance.
Our AI Call Insights feature unlocks actionable data with the help of AI. When paired with other call data tools such as translation, summaries, recordings, and sentiment analysis, your teams can get a 360-degree view of customer conversations. Furthermore, you can filter call records based on specific phone lines, duration, call direction, or phone tags to get a more narrow view of call activity.
How Can GCF Help?
By implementing AI Call Transcription, your organization can improve communication accuracy, ensure regulatory compliance, and enhance customer experiences at scale. This feature is a game-changer for global sales, support, and IT teams aiming to deliver data-backed insights and high-performance outcomes.
Global Call Forwarding offers Call Transcription as part of our larger AI Call Insights feature. Contact our experts today to learn how AI-powered transcription can transform your business operations.
