{"id":23450,"date":"2023-03-15T12:07:39","date_gmt":"2023-03-15T11:07:39","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=23450"},"modified":"2026-07-28T18:48:43","modified_gmt":"2026-07-28T16:48:43","slug":"call-transcription-speech-text","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/call-transcription-speech-text\/","title":{"rendered":"Improve Customer Service and Sales with Call Transcription"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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r.json();}).then(function(j){ if(j){ if(j[0]){ if(j[0].date){ dateEl.textContent=fmtDate(j[0].date); } } } }).catch(function(){}); } } } } var rtEl=document.getElementById('fv-ms-readtime'); if(rtEl){ var cur2=rtEl.textContent.trim(); if(!cur2||cur2==='\u2014'){ var cont=document.querySelector('.et_pb_post_content')||document.querySelector('.entry-content')||document.querySelector('article'); var words=0; if(cont){ var c=cont.cloneNode(true); c.querySelectorAll('[id^=\"fv-\"]').forEach(function(n){n.remove();}); words=(c.textContent||'').trim().split(\/\\s+\/).filter(Boolean).length; } var mins=Math.max(1,Math.round(words\/220)); rtEl.textContent=mins+' min read'; } } } if(document.readyState==='loading') document.addEventListener('DOMContentLoaded',run); else run(); })(); <\/script><\/p>\n<div id=\"fv-featured-img\" style=\"margin:0 0 26px;\"><img decoding=\"async\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2023\/03\/call-transcription-customer-service.jpg\" alt=\"call-transcription-customer-service\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div class=\"fv-puntos-clave\" style=\"background:radial-gradient(circle at 100% 0%, rgba(244,54,63,0.16), transparent 48%), radial-gradient(circle at 0% 100%, rgba(244,54,63,0.05), transparent 42%), linear-gradient(135deg, rgba(255,255,255,0.92) 0%, rgba(255,250,250,0.70) 100%);backdrop-filter:blur(14px) saturate(160%);-webkit-backdrop-filter:blur(14px) saturate(160%);border:1px solid rgba(255,255,255,0.5);border-radius:16px;padding:18px 20px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;align-items:center;gap:8px;margin:0 0 12px 0;\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"flex-shrink:0;display:block;\"><path d=\"M12 2L13.9 9.1L21 11L13.9 12.9L12 21L10.1 12.9L3 11L10.1 9.1Z\" fill=\"#f4363f\"\/><\/svg><span style=\"font-size:15px;font-weight:700;color:#1a1a2e;letter-spacing:.01em;\">Key points<\/span><\/div>\n<ul style=\"margin:0;padding:0;list-style:none;display:flex;flex-direction:column;gap:10px;\">\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">1.<\/span><span><strong>Real Time Transcription:<\/strong> Call transcription technology converts spoken audio into text instantly to facilitate faster and more accurate communication analysis.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">2.<\/span><span><strong>Overcoming Language Barriers:<\/strong> Real time transcription and translation tools allow agents to assist international clients effectively regardless of language differences.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">3.<\/span><span><strong>Enhanced Data Analysis:<\/strong> Converting conversations into text enables businesses to track key performance indicators and identify recurring customer issues or trends.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">4.<\/span><span><strong>Optimizing Service Performance:<\/strong> Accessing written call records improves agent efficiency and helps teams resolve customer inquiries with greater precision and speed.<\/span><\/li>\n<\/ul>\n<p style=\"margin:12px 0 0 0;font-size:11.5px;color:#9a9aae;\">AI-assisted summary \u00b7 reviewed by Emma Smith<\/p>\n<\/div>\n<p> <span style=\"font-weight: 400;\">Call transcription or Speech to text is a technology that allows, in real time, to convert audio into text. Applicable to any field or level, it finds its maximum utility in professional communications in companies.<\/span> <span style=\"font-weight: 400;\">Within completely cloud communication software such as virtual switchboards and <\/span><a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\"><span style=\"font-weight: 400;\">call center software<\/span><\/a><span style=\"font-weight: 400;\">, transcriptions complement other functionalities that help management such as call recordings. Similarly, it provides agents and supervisors with an easier and faster way to analyze the information obtained from calls.<\/span> <span style=\"font-weight: 400;\">When we look at how it can help both in the sales process and in customer service, call transcription allows agents to quickly and accurately review the content of the conversation with the customer. Unlike what happens with a recording, the transcription itself allows a \u201cdiagonal\u201d reading of the content of the conversation, being much more surgical when extracting what we were looking for from the conversation.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">What specific utilities can we extract from transcribing telephone calls?<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">End of the language barrier: attend in any country<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">The possibility of transcribing calls is not only limited to Spanish (or any other native language of the company) but to many other languages. We are talking about two very specific utilities: On the one hand, the case of the agent who, while answering the call, will be able to see transcribed in real time in the original language what the caller is saying. Let&#8217;s suppose that the agent speaks English well but is confronted with someone with a very peculiar accent; the possibility of being able to count on the support of the call transcription while talking to the client will generate a great value for the better attention he can offer him.<\/span> <span style=\"font-weight: 400;\">On the other hand, let&#8217;s imagine the user who doesn&#8217;t speak the language. In a model where the dialogue by voice will be somewhat slower, you will be able to see transcribed (and translated) what the client tells you and, in turn, you will be able to speak in their language and have the system do the reverse procedure (text to speech). and translate for the client.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Improved efficiency in customer service<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">The possibility of being able to read what has been said in the conversation makes the whole process of information gathering and consultation much faster. We can detect the words that seem key to us or that sounded familiar to us from the conversation and retrieve them easily.<\/span> <img loading=\"lazy\" decoding=\"async\" class=\" wp-image-23452 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2023\/03\/call-transcription-300x300.jpg\" alt=\"call-transcription\" width=\"413\" height=\"413\" \/> <\/p>\n<h3><span style=\"font-weight: 400;\">Analysis of data<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">Thanks to the possibility of detecting any content of the conversation itself converted into words, this opens up a universe of possibilities for analysis. What questions do they ask us most often? How often do they tell us words like \u00abproblem\u00bb, \u00abincident\u00bb or \u00abreturn\u00bb? What sales stage are my sales representatives capable of reaching if they almost never say the word \u00abeuro\u00bb? Do my customer service agents offer the possibility of doing a \u00absatisfaction survey\u00bb?<\/span> <span style=\"font-weight: 400;\">Not only can we identify the calls in which these types of words or phrases occur that may be key to our business, but we can put it in context with the rest. It will allow us to extract kpis of the type \u00abOnly in 0.1% of my calls does the word bad or bad appear\u00bb.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Improve User Experience and resolve issues<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">The ability to be so reactive thanks to call transcription and due to the possibility of analyzing the data much more precisely, we can achieve a better user experience in our customer service.<\/span> <span style=\"font-weight: 400;\">Similarly, the team&#8217;s ability to solve problems increases.<\/span> <span style=\"font-weight: 400;\">Transcription of telephone calls will allow us to raise both our customer service and our sales processes to another level.<\/span><\/p>\n<style id=\"fv-blog-cats-css\"> nav.fv-blog-cats{--fv:#f6343f;--fv-osc:#d8252f;--fv-tinta:#1a1a2e;--fv-borde:#e6e6ea;font-family:inherit;max-width:1180px;margin:28px auto 18px;padding:0 4px;text-align:center!important;} nav.fv-blog-cats 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