First - legality and working rules
Before analysis, agree with the responsible company specialists what calls can be recorded, how to notify participants and on what basis to transfer materials to an external service. The recording and transcription may include names, contacts, transaction details, and other sensitive data.
For corporate users, the transfer conditions are described in instructions for the processing of personal data. Also check the current data processing policy. Determine in advance who gets access to the sources, for what task and for how long.
Prepare a sample of calls
Don't limit yourself to the best or worst conversation. Set clear criteria: funnel stage, product, outcome or period. For example, to test questions about implementation, collect calls after the first demonstration of the product, rather than mixing them with initial calls.
Maintain context: lead source, deal stage, and conversation outcome. Use the internal identifier instead of the client name where the name is not needed for analysis. In this scenario, you work with ready-made audio files downloaded from your system.
Mark conversation
Read the text and classify significant passages into categories. Save the quote, its role in the conversation, and its timestamp. Timecodes in transcription will help you hear intonation and neighboring cues if the meaning is ambiguous.
Categories should describe what is being observed. “The client asked about the implementation period” is a verifiable fact. “The client is not interested” is an assumption for which additional reasons are needed.
Five conversation anchors
- 01:20
Need
“We want to prepare reports on requests faster.”
The client’s task is to reduce reporting preparation.
- 03:10
Selection criterion
“It’s important that the team can start without a long learning curve.”
Clarify what the client considers an acceptable training period.
- 05:45
Objection
“Right now we don’t have a person for implementation.”
Check what resources and assistance you will need to get started.
- 07:30
Promise
“I’ll send the launch plan today,” manager.
Record the promise and check the sending of the material.
- 08:15
Next step
“Let’s discuss the plan after I look at it.”
The date of the next contact has not been agreed upon - needs to be clarified.
Disclose any ambiguities separately. If the client did not provide a budget or confirm a deadline, leave the question open. Failure to object does not mean acceptance of the proposal.
Turn observations into improvements
Collect recurring questions and test them across multiple conversations. If clients regularly clarify the launch process, prepare clear material about the implementation steps and see if it helps in subsequent conversations.
Separate the quote from your conclusion. In a general note, you can write: “Several calls asked who is helping with the setup; It’s worth explaining the roles in more detail at the start.” One conversation does not prove the reason for the success or failure of a deal.
For a team review, it is convenient to choose a short format, saving the source for verification. An article about difference between transcript, abstract and summary. Before reusing quotes, remove customer identification information and ensure that such use is acceptable.
Quality control
Check prices, terms, conditions and promises against the record and current company documents. Check who spoke the line: overlapping voices can change the meaning of the automatic text. The phrase “we’ll try to make it” is not the same as a firm commitment.
When analyzing the manager’s work, take into account the stage of the transaction, the task of the call and the company’s rules. Discuss the controversial passage with the employee before drawing a conclusion. Transcription preserves material for analysis but is not a substitute for verification and context.
Four rules for working with data
- Access
- Determine who needs the post, full text and short summary. Don't send sources to the entire team.
- Minimization
- Leave in the work note only the information necessary for analysis. To learn, remove recognizable parts.
- Deadline
- Assign a retention period and someone responsible for reviewing the need for the recording.
- Removal
- Consider the source, downloaded text and working copies. The removal procedure is consistent with the rules of the company and service.
Practical checklist
- Coordinate the recording, transmission and processing of material.
- Select calls based on clear criteria and save context.
- Upload your completed audio file and mark key cues.
- Check the promises, numbers and conditions by source.
- Write down the next step and questions that still need clarification.
- Limit access and remove unnecessary data from shared materials.
How to complete a task in Transkribator
On page “Audio to text” submit the finished entry for processing and wait for the result. First, evaluate the general meaning, then check the names, numbers, and terms against timecodes. Download the text and continue analysis in your usual document.
Keep the original transcript separate from your comments. In your working copy, you can categorize citations and add the next step. If the conversation is long, start with summary of the entry, and check your conclusions using the full text and audio.
Main
- The text helps you find what you need without re-listening to the entire call.
- Needs and agreements are recorded based on specific cues.
- Important terms require verification, and ambiguities require clarification.
- One conversation does not prove a pattern and does not fully assess the manager.
- Access and retention rules apply to all copies of the material.
Frequently asked questions
Is it possible to connect the service to CRM?
This instruction does not require a CRM connection: you manually upload the recording from your system and upload the finished file to Transkribator. If you need automatic call transfer, please check with support before setting up the process.
Is it possible to automatically evaluate a manager?
Transcription helps to collect observations, but does not in itself provide a valid assessment of the employee. We need clear criteria, the context of the transaction, checking cues and discussing the results with the manager.
What to look for in a call?
Look for the client's need, selection criteria, objections, promises and next step. Keep precise wording with time codes, and put unclear places in separate questions for clarification.
How to work with personal data?
Before downloading, agree on the purposes and grounds for processing with the responsible company specialists and study the current service documents. Limit access to sources and working copies, determine the retention period and deletion procedure. For training examples, remove information from which you can identify the client.
