In today's fast-paced business world, efficient communication is crucial. This is especially true when it comes to customer interactions, which are key to the success of any business but can also be incredibly time intensive.
That’s why call transcription software can be a game changer for businesses that rely heavily on phone conversations. Transcription tools enable you to capture, transcribe, and analyze your calls, giving you valuable insights into your customer interactions.
Better yet, call transcription software does all this automatically so your sales and support teams can focus on more productive tasks. In this blog post, we will explore the best call transcription software options for your business.
What Is Call Transcription Software?
Call transcription software does exactly what the name suggests—it transcribes your telephone calls. In a world where more and more business is conducted remotely, this is becoming increasingly critical. Employees currently spend 2.2 hours every week, on average, writing notes and transcribing, and even longer going through voicemails, calls, and videos.
Collectively, this leads to a huge block of time preventing your customer-facing teams from doing what they do best. Your sales and support teams are hired to build relationships with customers, which helps bring in new business, differentiates your organization from your competitors, and ensures your existing customers remain happy with the services you provide.
Why Is Call Transcription Software Important?
If your sales and support teams are spending hours writing up calls, your business is missing out as a result, and we’re not just talking about the actual time lost to transcribing.
Sure, that’s frustrating, but there are much bigger benefits to be gained from handing over transcription duties to software and letting your customer-facing teams get back to the roles they excel in.
With no need to spend time going back through calls, your employees will be able to work more efficiently. Teams will have near-instant access to call and customer case details, increasing productivity, and effective integration means your customer-facing agents will have everything they need to do their job in one single location, further streamlining workflows.
All this results in one thing—better customer service.
Key Features to Look for in Call Transcription Software
Not all call transcription services are created equal, so it’s worth thinking hard about your business needs and how AI can meet them. Different services provide different features—here are some of the key ones to look out for:
AI can transform the way your company transcribes, delivering considerably more bang for your buck. AI is a tool you can’t afford to ignore, as it empowers small and medium-sized businesses (SMBs) to leverage daily conversations and drive performance. Services such as Aircall’s call and voicemail transcription, for example, use AI to transcribe at a rate of nine seconds per one minute of audio, saving your customer-facing teams huge amounts of time.
Support for multiple languages
Do your sales and support teams speak a single language when dealing with customers or is your business truly international? Many transcription services can only transcribe English, for example, which could hinder your business if your sales and support teams are multilingual or you have offices throughout the world. It’s essential you’re not leaving any of your team in the dark and that every major language your team speaks is supported by the software you use.
While the majority of your business may be carried out during phone calls, you should never overlook the importance of voicemail. Your customer-facing teams won’t be available all the time, and voicemail is a way for customers to get in touch without making repeat calls. Voicemail transcription services enable your sales and support teams to catch up on—and even share—insights from these recordings without the need to listen back to hours of dialogue.
Call and voicemail transcriptions can be a game changer when it comes to collecting and using deal intelligence for your business, and transcription services that provide call analysis can also provide insights into your customers, product, team, and even competitors. Don’t forget, you can also utilize these transcriptions to develop feedback for your team with real-world examples that highlight aspects of a call that need work or serve as best-case examples.
Considerations When Choosing Your Call Transcription Software
Picking the best call transcription software for your business isn’t just about features, —it’s about how well the software integrates within your existing infrastructure.
Does it integrate into your existing tech stack?
For instance, does it integrate with your existing tech stack or would it mean introducing yet another tool for your customer-facing teams to get to grips with? Does it fit within your existing budget or do you need to spend more money to find the service that’s best suited to your requirements?
Will it cost you more?
There are business phone systems like Aircall that include call and voicemail transcription as an integral part of all the company’s packages, helping you to avoid any additional charges. This means it will fit within your existing budget, with no hidden costs, and it also means teams already using Aircall will be able to access transcription features and analytics without having to waste time switching between multiple apps.
Is it secure?
Security is a hugely important factor you should consider when picking a call transcription solution. Your customers will be sharing private information, from banking details to personal information, so it’s critical that your transcription setup is secure and meets the high security standards your customers expect. It’s also important to be able to determine access based on assigned roles and permissions.
Is it easy to use?
Transcription services are intended to make your life easier, so it’s vital that they’re simple to use. Finding a package that does everything you need can make a huge difference, saving your teams from having to get to grips with new software and having to switch between different platforms and tools.
The Top Call Transcription Software Options
There’s plenty to think about when it comes to picking the best call transcription software for your organization’s needs, but thankfully, there are also plenty of choices.
Here are five of the best options:
Standout Features: Free automatic call and voicemail transcription as a part of Aircall’s business phone service. AI-based technology can transcribe at a rate of nine seconds per minute of audio. Integrated business analytics. English and French language support, with Spanish and German languages coming soon.
Rating: 4.2 stars
Pricing: Free transcription with Aircall packages starting from $30 per user per month
Enthu.AI provides post-call transcription, call summary, and in-depth analysis of conversations. Currently available for English and Spanish, Enthu.AI offers one-click integration with 50+ software (including Aircall) and works with high accuracy across multiple regional accents.
— Rating: 4.9 stars
— Pricing: Starting from $59 per agent per month
Standout Features: Powered by an AI algorithm, Transkriptor claims 99% accuracy depending on language and audio quality. It learns speech patterns, with accuracy improving over time. It creates a draft text automatically and provides an intuitive text editor.
Rating: 4.9 stars
Pricing: Starting from $9.99 per month
Wordly AI-Powered Interpretation
Standout Features: AI-powered translation at in-person, virtual, and hybrid meetings and events. Translate speakers into audio and captions for 25+ languages without the need for human interpreters. Includes video translation, video subtitles, document translation, audio translation, and transcription.
Rating: 4.4 stars
Pricing: Starting from $105 per hour
Standout Features: SaaS that provides an audio-to-text converter, which allows any customer to transcribe any audio file and then edit it in the .txt format. Upload any audio file and convert it into text, and then edit it using an advanced text editor.
Rating: 5 stars
Pricing: Starting from $5 per hour
Standout Features: AI speech recognition technology paired with expert human transcriptionists. Enterprise solution enables team account functionality so companies can manage and oversee speech-to-text needs from a single platform.
Rating: 4.5 stars
Pricing: Starting from $0.79 per minute
Conclusion: Picking the Best Transcription Service for you
Call transcription software is a valuable tool for businesses that want to improve the quality of their customer interactions and gain valuable insights into their conversations. But with so many options available, it can be challenging to choose the right one for your business.
By considering the key questions highlighted above, and taking your specific needs into account, you can find the perfect call transcription software capable of transforming your business.
Published on January 2, 2024.