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Should Your Contact Center Call Recording Policy Include Transcription?

Apr 10, 2017 BY ATIS DIGITAL

Capturing interactions with contact center call recording technology is a popular solution to enhance training and enforce compliance with both internal and external policies. This vital call center feature allows company leaders to protect their assets and build long-term relationships with customers, colleagues and service partners. Innovation and integration means you can record text and audio conversations across diverse media and computing devices. If you aren’t already converting audio recordings to written documents, speech-to-text transcription is one call center software solution worth considering.

Consider the Power of Combining Contact Center Call Recording & Voicemail Transcription

Anyone running an inbound call center already appreciates the myriad benefits of voicemail,especially during an evolving situation where agents by be overwhelmed with both emergency and non-emergency calls. Offering information-only seekers an opportunity to leave a message reduces queue times, eases “volume stress” for call screeners and provides an efficient mechanism to direct callers to alternative contact points.

Why Organizations Should Consider Using Call Center Voicemail Transcription

Speech-to-text conversation empowers agents, and their supervisors, to read voicemail messages without having to retrieve and replay digital archives. This feature could create avenues for sharing files without compromising sensitive information. Manually redacting names, social security numbers, addresses, etc., in the written copy, while leaving the recorded copy complete, preserves a copy suitable for use in defending legal challenges or to facilitate crime scene or accident reconstruction investigations.

There are numerous reasons to add a contact center call recording transcription policy, and many options for securing the call data and controlling access. Automatic call logging and custom alerts to notify key personnel when a transcription is complete and accessible, are both available with some advanced systems. You can even configure your a fully-integrated system to email or text voicemail transcriptions to designated employees individually, or as a group.

Voice vs Written Messages

One of the key benefits gained by using a contact center call recording of both voicemail and real-time interactions, is you can hear tone and inflection, which often provides clues about the mental status of the caller and the agent. However, when dealing with a high call volume, crisis situation, transcripts provide some advantages – especially when agents can access voicemail texts via their console or email.

● Quick Review: Rather than retrieving and replaying files, an agent can save valuable minutes by briefly skimming the transcription to identify key phrases or words that indicate priority need.
● Efficient Prioritization: Email messages can be viewed during meetings or Skype consultations without disrupting the workflow, ensuring higher-priority calls are returned immediately.
● Expanded Access: Text documents allow hearing impaired individuals easier access.
● Enhanced Customer Service: Transcription makes it possible to add relevant voicemail content to customer files, so when an agent calls back, they are prepared to discuss the caller’s concerns immediately.


Transcription policies aren’t only beneficial for managing voicemail in the workflow process. This only one example that shows you how adding transcription to your contact center call recording policy can benefit your team and clients. ATIS Digital has software solutions for every organization looking for innovative contact center call recording software features proven to expand opportunities to drive brand loyalty, improve customer service delivery and protect your assets. Please review our FAQ page for more information or call a representative today to discuss ATIS contact center solutions.

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