{"id":2250,"date":"2021-03-30T14:57:27","date_gmt":"2021-03-30T14:57:27","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&p=2250"},"modified":"2026-02-19T16:05:52","modified_gmt":"2026-02-19T16:05:52","slug":"extract-value-from-call-recordings","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/blogs\/extract-value-from-call-recordings\/","title":{"rendered":"How to Extract Value from your Call Recordings"},"content":{"rendered":"\n\n
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Blogs<\/div>\n

How to Extract Value from your Call Recordings<\/h1>\n
Published: March 30th 2021<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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Whether it\u2019s for maintaining compliance, improving performance, or gaining a better understanding of your customers, recording interactions is vital \u2013 but is your contact center fully capitalizing on them? Within your call recordings in particular lies untapped potential, but they are of limited utility without the correct tools.\u00a0Here are three steps you need to take to extract greater business value from your call recordings.<\/strong><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Step 1: Make the spoken word searchable<\/strong><\/h3>\n

Unlike text-based communications, contact centers cannot analyze the content of voice calls quite so easily. The widely used practice of randomly selecting calls for review can be time-consuming and increasingly inadequate. To gain visibility over all communication channel recordings equally, it is crucial to level the playing field.<\/p>\n

Speech-to-text transcription is the first step to unlocking the full potential of your call recordings.<\/strong>\u00a0Converting audio to text allows contact centers to analyze voice calls with the same scrutiny as text. As part of speech-to-text transcription,\u00a0Natural Language Processing (NLP)\u00a0is applied to the audio. This enables technology to understand human language, isolate words and phrases, and distinguish meaning.<\/p>\n

Transcription starts automatically on call completion, allowing contact centers to begin gaining insights quickly. This removes the need for random sampling, allowing you to utilize expensive human resources more effectively.\u00a0As the technology develops, NLP could be applied throughout a call, for real-time analysis.<\/p>\n

So your call recordings are transcribed. What now?<\/p>\n

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Step 2: Isolate words, phrases, topics and trends<\/strong><\/h3>\n

Some compliance regulations might affect just a small percentage of your overall call traffic. This creates a needle-in-a-haystack situation when trying to find specific interactions. You need a way to narrow down and categorize these transcripts into meaningful sub-sets.<\/p>\n

Thanks to NLP, your contact center has the ability to break down human speech, and to group call recordings based on the words and phrases used in each call. Entire sentences, even topics and trends, can be targeted. This lets you group interactions, link them to specific campaigns or products, and detect the presence of required statements and scripts. With the right solution, you can view the degree to which agents adhered to scripts as a percentage, and produce a definitive list of calls for further investigation with a single click.<\/p>\n

Automating this laborious identification and selection work allows compliance teams to locate the calls they need quickly and accurately. Furthermore, with the use of\u00a0Intelligent Automation, instances of non-compliance are much less likely to go undetected, as 100% of interactions are analyzed.<\/p>\n

Now you can filter calls into meaningful groups. Let\u2019s go a step further.<\/p>\n

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Step 3: Bring the emotions to the surface<\/strong><\/h3>\n

Did you know that\u00a0customers prefer to engage with an organization using the voice channel when it\u2019s a high-importance issue? The emotions expressed in these calls by customers, and the way your agents deal with them, are an invaluable source of information. However, feelings are abstract concepts and highly subjective. How can your contact center uniformly identify and categorize emotion without doing so manually?<\/p>\n

Sentiment analysis automatically identifies interactions that contain negative or positive key words and tones of voice, which indicate possible training requirements or need for further scrutiny. This allows you to better understand your customers, and eliminate the pain points in their experience.<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Extract value from your call recordings today<\/strong><\/h3>\n

Getting the most from your call recordings is easy when you leverage a new generation of powerful\u00a0recording and analytical tools. Find out how you can dramatically improve visibility into your audio, and extract insights into your contact center, with\u00a0Content Guru.<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n","protected":false},"excerpt":{"rendered":"

Is your contact center making the most of your call data? Find out how to extract value from your call recordings in 3 simple steps.<\/p>\n","protected":false},"featured_media":5208,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[41],"resource_type":[5],"resource_folder":[72],"class_list":["post-2250","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-compliance-and-regulations","resource_type-blogs"],"acf":[],"yoast_head":"\nHow to Extract Value from your Call Recordings - English - USA<\/title>\n<meta name=\"description\" content=\"Is your contact center making the most of your call data? 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