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How to leverage CallRail's automatic phone Transcription

by Anna Charity

CallRail's Transcription is one of CallRail’s most powerful features — it automatically transcribes phone conversations into searchable, speaker-organized transcriptions. Transcriptions give users an at-a-glance look at the entire conversation, without having to listen to thousands of phone calls. Having Transcriptions in place unlocks multiple opportunities to improve both your marketing campaigns and the overall customer experience.

As part of CallRail’s Conversation Intelligence suite, Transcription is packed with features like Automation Rules and Call Highlights to make analyzing calls even simpler. The two work alongside each other to spotlight on the most relevant parts of a phone conversation. Automation Rules finds your predefined key terms, whereas Call Highlights suggests relevant and actionable keywords. Having the most relevant pieces of the call in one place, along with the ability to tag calls, allows for more detailed conversation analysis.

Marketing campaigns and ad spend

With Transcriptions in place, marketers and advertisers can understand what campaigns are driving high-quality calls. Using CallRail’s direct integration with Google Analytics and Google Ads (formerly AdWords), you can unlock deeper insights into what strategies and campaigns make your phone ring.

Here are just a few ways you can use Transcriptions to maximize campaigns efforts and bridge attribution gaps:

  • Integrate keywords spotted with your analytics platforms to view channels driving the most calls to your business, and better understand conversion patterns
  • Keep a competitive advantage by understanding what features and competitors leads are asking about
  • Uncover which key terms are driving calls to maximize ad spend and improve lead generation, driving a higher volume of calls at a lower cost

[FREE TEMPLATE] Quickly copy & paste into the Automation Rules configuration.

If Customer says Any of the following keywords:
Google, Facebook, Instagram, online
TAG as Online Ad

Marketing/Sales
If Any Speaker says Any of the following keywords:
Quote, sale, pricing, order, referral
TAG as Opportunity
Score as Qualified Lead

Employee management and training

Transcriptions drastically simplify employee management and training. It eliminates the need to listen to phone calls and coordinate training sessions while enabling you to spend more time hitting your goals while managing your team.

Here’s how you can use Transcriptions to streamline employee management and training:

  • Ensure call center employees are sticking to a script
  • Gain visibility into what promotions are performing best for your sales team
  • Utilize tagging capabilities to categorize calls by performance type, making it easy to identify who may need additional training

[FREE TEMPLATE] Quickly copy & paste into the Automation Rules configuration.

If Agent says Any of the following key terms:
How did you hear about us, reason for your call
TAG as Qualifying Questions

If Agent says All of the following key terms:
Contact information, Phone number, address, email
TAG as Contact Info
Score as Qualified Lead

[Additional free templates]

Home Services
If Any Speaker says Any of the following key terms:
Schedule, appointment, estimate, cost, repair, confirm
TAG as Appointment
Score as Qualified Lead
Add Value of $150

If Any Speaker says Any of the following key terms:
Address, where are you located, come out
TAG as Address Provided

If Customer says Any of the following key terms:
Reschedule appointment, reschedule
TAG as Reschedule

Medical Office
If Any Speaker says Any of the following key terms:
Schedule, appointment, consultation, insurance, cost, price, confirm
TAG as Appointment
Score as Qualified Lead

If Agent says Any of the following key terms:
New patient, insurance
TAG as New Patient
Score as Qualified Lead

If Customer says Any of the following key terms:
Medicare, medicaid
Score as Not a Qualified Lead

If Any Speaker says Any of the following key terms:
Credit card number, visa, american express, master card
TAG as CC Info

If Customer says Any of the following key terms:
Reschedule appointment, reschedule
TAG as Reschedule

Turning on Transcriptions

CallRail's Transcription is a company-dependent feature that can be activated from the Settings tab, under Intelligence. There is an additional fee associated with Transcriptions, that starts at $0.020/min. Once activated, transcripts, keywords, and call highlights will be available from the caller’s timeline, and in email notifications.

To learn more about how Transcriptions can improve your business, request your no-obligation demo of CallRail, or go ahead and start your 14-day free trial.