Very often when call centre or telesales companies have a complaint about a customer’s conversation with a call handler, a transcript of the conversation is requested so that management can listen and deal effectively with the complaint that has been made.
Call Centre Recordings – Accurate Records
TP Transcription has been involved in transcribing call centre conversations for many years and has recently undertaken a project for a client transcribing hundreds of conversations had by telesales operatives and call handlers in specific UK and Indian call centres. This related to a large high value court case and has meant some long working weekends for our transcription team to turnaround recordings in time for court deadlines.
Outsourced PA & Secretarial Support Transcription
Companies providing outsourced PA and secretarial support also have transcribers on standby ready to provide evidence of any quality issues that arise, or to deal with any customer complaints. We have benefited from this ourselves when a customer complained about one of our external out of hours call centre staff. Within 24 hours the call centre manager had investigated the complaint, provided a written transcript of the call and apologised for the errors made by the call handler.
Maintaining Quality Standards
Obtaining accurate records of conversations in call centres is an extremely cheap and easy way to ensure the maintenance of quality standards for a call centre operation. Each conversation is usually extremely short, and very often the quality of the telephone line precludes the use of automated transcription. This is because there is almost always background noise or static on the line at the same time as the conversation. When a call centre company needs accurate records of calls they have to use recognised transcription companies who are able to manually listen and transcribe the calls.
TP Transcription can work in excel spreadsheets, word documents, internal call handling systems and also simple text to provide quick and efficient records of calls that have been made.
No Extra Charges for Hard to Hear Recordings
Calls that are difficult to hear do not cost any extra – TP Transcription Limited do not charge a higher fee for transcribing difficult to hear conversations, unlike the majority of our competitors.
If you would like a quote for our call centre transcription service, please contact us.