OrecX Blog This Call May Be Transcribed for Quality Assurance

In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel". Conversational analytics engines automatically identify these words and can alert managers, team leaders and/or quality evaluators who can use those relevant sections of an interaction to better coach underperforming agents.  The accuracy of that analytics process not only comes down to the quality of the analytics software but also the audio that is transcribed. In fact, the transcription stage of a recorded call's life can go one of two ways, depending on the quality of the audio itself: 1. Spoken words are clearly identified and discerned from each party (e.g., customer and agent) This happens when the recording system distinctly captures and replays both parties on the call on separate recording channels. Rather than mono audio capture, these solutions isolate each voice, enabling transcription engines to very clearly detect each voice in an isolated manner. This separation leads to significantly higher transcription accuracy and minimizes erroneous results with can mislead and waste time. 2. Spoken words are jumbled and misidentified