Transcript analysis converts spoken conversations into written text using speech-to-text technology, facilitating real-time updates for improved business communication. This method enhances customer experience, compliance, resource optimization, and marketing initiatives by providing actionable insights and identifying key trends. Managers can use techniques like keyword mapping and sentiment analysis to better understand customer needs and improve performance metrics.

1. INTRODUCTION TO
TRANSCRIPT ANALYSIS

2. Key takeaways:
Things to discuss:
What is transcript analysis?
Benefits of transcript Analysis
Improve customer experience
Enhance call metrics
Ensure compliance
Optimise resources
Boost marketing initiatives

3. A tool readily converts spoken conversation into written text,
using the speech-to-text feature. Automating this process
with real-time updates makes it easier for agents to get raw
data and create transcripts for all recorded calls.
Analysis of these transcripts helps managers identify trends
and gauge changing customer behaviour. One can also
identify pain points, if any and train agents to address the
same better. Following this practice of transcript analysis
gives a big boost to business communication.
What is transcript
analysis

4. Let us explore the
benefits of
transcript analysis

5. Customer Experience (CX) is highly crucial in the
current market scenario. It is critical for
businesses to get actionable insights. Managers
can also employ techniques like keyword
mapping and sentiment analysis to better
understand the wants and needs of the
customers. With these tools in hand, improving
CX becomes a cakewalk.
Improve customer experience

6. Transcript analysis helps agent improve
efficiency. They get relevant customer
information which helps increase the first-
call resolution, reduces waiting and
average call-handling time, etc. It also
helps manager improve the overall quality
of customer engagement.
Enhance call metrics

7. Compliance violation can invite heavy financial
penalties and even create a huge dent in your
brand’s identity. Hence, it is advisable to remain
a step ahead and flag any irregularities right
away. With accurate transcript analysis, you can
assess risks and identify low-quality calls in
real-time.
Ensure compliance

8. Contact centre workflows can be
substantially optimised with transcript
analysis. One can easily gauge the
quantum of resources required for smooth
operations. You can cut down on
redundant staff, retain high performing
individuals and even scale call centre
infrastructure to meet your needs. Simply
put, this practice helps you achieve more
in less.
Optimise resources

9. Marketing campaigns can immensely benefit
from information retrieved from transcript
analysis. It opens the pandora box to customer
insights, which can be used by marketers. Learn
about the preferred medium of engagement,
customer demographics, most requested feature
and even pain points.
Boost marketing initiatives

10. Read our blogs to know more
5 Ways Transcript Analytics on Voice Calls
can Enhance Contact Centre Operations
Top 5 Use Cases of Speech
Analytics for Business Growth

11. About Us
Servetel Communications Pvt. Ltd. is a leading
cloud telephony service provider for
businesses based in India. Some of the
services we offer include:
Toll-free number solutions, number masking,
missed call campaign, virtual phone numbers
with call tracking, IVR number and bulk SMS.
Our cloud telephony products are delivered
over the latest cloud technologies.
Contact our sales team at 1800-103-6989 to
avail your free demo now.

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