9 Benefits of Speech Analytics in Medical Transcription

In today’s business world, most of the organizations have started focusing on customer-centric, hence, making strong and excavated its relationship with customers. It has also proved to be one of the fastest growing segments of the contact center technology market. With new technologies, such as Speech Analytics, contact centers can create better customer experiences. 

Organizations have been engaged in customer excellence by capturing VOC to gain customer insights. Hence, have decided to have the straight-forward, flexible and budget-friendly approach.

Different methods have been used to facilitate this data entry, to superior online forms with check-boxes or drop-down for the most common events and conclusions. Voice recognition, the computer recognition of the spoken word, has been a "promising" technology for documenting medical happenstances 

Computer-based voice recognition is often thought of future science fiction when computers and robots would be able to converse with their human masters and perform all the activities as stated to the machines.

Stated below are some of the benefits of Speech Analytics in the field of Medical Transcription

1. It has proved to be an affordable way of meeting client’s expectation, with large vocabulary and acceptance of natural language

2. Speech Analytics Services have been in great demand in medical transcription for better understanding of the clinical terms to further give accurate results

3. It minimizes labor and management cost, for example, if there were 10 people who were initially involved into the activity of medical transcriptionist, would now be managed by fewer people which in result saves the entire organization cost

4. Entire dictated volume is processed with the help of the speech analytics, thereby helping medical transcriptionist to increase productivity and reducing turn- over time

5. The technology of smart speech analytics can be easily used as a mobile app making it easy to use and improving documentation speed, reducing documentation costs

6. Speech analytics software eases the reporting involved in the transcription and further ensure efficiency

7. You can also get a check, whether the text is properly formatted and punctuated, further making it simpler to understand

8. It also helps in transferring your single-speaker recorded audio files to your PC or Mac to generate a written transcript. It's as easy as record, transfer and transcribes.

9. According to the experts, there are various speech recognition software that helps in recognizing individual workload and outputs, QA scores, report creation and editing process and provide individual scores

If you are looking forward to applying speech analytics services for medical transcription, you can always get in connect with Mattsenkumar, a leading speech analytics company

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SmartTranscript – Helps in Detect Your Compliance Issues Quickly

Today, businesses are getting competitive due to change in customer behavior over the years and that is the major reason why most of the organizations now have started focusing on customer satisfaction, hence, trying to make strong relationship with their customers.

Even, it has also proved to be one of the rapidly growing sectors of contact center technologies market. With the advancement of latest technologies, such as SmartTranscript, contact centers can experience better customer satisfaction.

To gain customer key insights, various organizations have been engaged themselves in customer excellence domain by capturing VOC. Hence, have decided to have a flexible, straightforward, and budget-friendly approach.

Here Are Top 5 Benefits of SmartTranscript:    

1.       Compliance in Insurance Industry – Various industries leveraging this technology by automating manual Transcription procedure of transforming sales calls into transcripts, which makes it significantly cost-effective for industries

2.       Lower Down Competitive Risks – With this technology, customer interactions are almost 100% analyzed and further transcribed to collect more accurate and detailed information which helps in to decrease the competitive risk in market

3.    Quickly Notice Compliance Issues – Transcript helps in smooth and flawless monitoring of customer calls which further helps you in conducting extra audits to get effective response which provides progressive key metric as a result

4.    Great Results in No Time – Instead of devoting your numerous hours listening to each and every single recording of customer interactions, businesses can now more accurate and easily avail data as audio transcriptions which would help them in lowering down AHT and increasing First call resolution to avoid customer call repeatedly

5.    Equipped for Audit Firms and Law Suites – Transcription technology is rapidly growing among Law Suites and audit firms. Availability of audio transcriptions companies in USA makes it possible to execute through court hearings and audits effectively

Uses of SmartTranscript in Industries:

1.  Use in Business Purpose – Transcription can be used easily and readily among various businesses for meetings and conference

2.   Use in Contact Centers – It helps in providing accurate and fast transcripts to successfully coach the agents and capturing VOC to get an effective FCR results

3.   Use in Education Segment – Smart Transcript can be used in education sectors for fast and easy lectures

4.   Use in Medical Sector – It can help in providing fast and accurate transcription in medical sectors

To conclude, “SmartTranscript” will become one of the vital parts of every organization which will provide fast and accurate speech to text transcription, converting thousands of call recordings into text.

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5 Key Points To Better Understand Business Process Outsourcing (BPO)

Business process outsourcing (BPO) is the process of outsourcing/contracting of business activities and functions to a third-party provider. BPO services include payroll, human resources (HR), accounting and customer/call center relations. BPO is also known as Information Technology Enabled Services (ITES).

It has emerged as one of the bright stars in the global Business Process Outsourcing market and has maintained its global competitiveness by offering the best combination of cost, quality and scalability.

It is beneficial for keeping low the operational cost while simultaneously achieving targets and delivering maximum ROI.

Services Offered by Business Process Outsourcing

1 - Inbound Services

Providing in house call center support. It is the traditional approach to telephone-based customer service.

Here are some inbound services:-

• Consumer Response
• Charge back handling services
• Customer Services
• Help Desk Solutions
• IVR Services
• Online customer support services

2 - Outbound Services

Providing outbound call center services represents a more proactive approach. An agent from your call center contacts customers to follow up on a service issue or to notify customers of new products or policy changes.

Here are some outbound services:-

• Lead generation services
• Order taking
• Product sales
• Sales lead generation
• Customer satisfaction surveys
• Conference & registration
• Order fulfillment
• Product launches
• 3rd party verification

3 - Back Office

Back Office work is often an integral part of business and has become hugely critical.

It can be segregated under the following heads:

4 - Email and Chat Support

Customers are these days more tech-savvy, hence, the importance of E-mail & Chat Support as modes of customer communication has gathered more attention

5 - Transaction Processing

It has become one of the latest and most highly secure technology platforms for handling fraud and risk, promoting regulatory compliance and minimizing operational expenses.


As per the industry experts, MattsenKumar has come up as one of the most promising business process outsourcing companies. MK has been a pioneer in providing best-in-class business optimization services to deliver maximum ROI for their clients.

Hence, BPO is evolving from a solution that can dramatically lower cost in the short run – almost as an alternate or interim solution to automation, to an approach to access global talent.

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Speech Analytics for Contact Centers – The Best Way of Return on Investment

Speech Analytics, when a business used this technology effectively, it can help in to identify Customers’ Needs & Expectations and can also direct the area of better opportunities for improvement at the both levels – Agents & Business. This latest speech to text technology helps various companies derive actionable insights which are needed to boost sales, enrich customer satisfaction, improve agent performance, gain fruitful marketing intelligence and drive other key metrics of industries. The quicker a business can analyze interactions content, the better its ability to take crucial steps to enhance its processes and policies. 

Speech analytics technology is widely used across call centers, here you can know various benefits of speech analytics for call centers if use effectively. With the advancement of cloud computing technology, speech analytics software can be delivered via a SaaS option, which help in brings this technology within the scope of even small contact centers.

(Image Source: Aureon)

Benefits of Speech Analytics Technology:

Long term Growth:

·         Retain Your Customer – All you need to identify the causes of churn, so you can effectively work on them

·         Boost Business Revenue – Find more opportunities of upsell and cross sell via easy as well as difficult applications built in a just a fraction of time

·         Improve Your Customer Experience – With the help of customer emotion detection technology, because there is no doubt that happy customers give your more Business J

Long term Savings:

·         Enhance First Call Resolution – With the help of call driver analysis you can reduce repeat calls on the same issue

·         Better Process Optimization – This process helps your business in addressing key operational issues, providing you major operational insights needed to resolve internal processes  

·         Improve Fraud Detection – This technology helps your business in reduce fraudulent practices on sales/after sales calls   

·         Better Compliance Adherence – This is the best cost effective process to keep close checks on your agent compliance

There is no doubt that in this modern business world, Speech Analytics is becoming one of the fastest growing sections in contact centers management technology market. By 2020, speech analytics going to be a billion dollar business and a very special tool to make effective strategies for the business hubs to improve in every segment.

MattsenKumar, one of the best speech analytics companies has partnered with VOCI Technologies to offer your business its own unique Speech Analytics suite known as MK SmartSpeech for an effective and real time solution. 

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Benefits of Speech Analytics For Business Transformation

In technologies, Speech Analytics reaching to a new height day by day. the only reason behind is that major industries which are catering customer services recognizing that all they need is fruitful business insights which are hidden in their customers call conversations.

So, through this interactive Infographic, we bring to you some great benefits of speech analytics for business transformation:

Benefits of Speech Analytics for Businesses

These benefits are good enough to take your business performance to the next level. If you are looking forward to deploy speech analytics for your business, you can always get a free demo for speech analytics!

You may also like to read: first call resolution tips for contact centers

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First Call Resolution Tips – 7 Hasty Points To Improve Call Centers Performance

First contact resolution, indeed a word that gives us so much tension. It is something that people should actually be aware of. The executives need to answer the customer’s call quickly at the very first they call. This thing actually deals about detailing the customers about everything they want to know in the very first call without giving them the chance to call them for the second time. Here are some major first call resolution tips:

(Image Source: stdom.com)

First call resolution tips to improve contact center performance

1 - Asking The Customer if the Problem is Actually Resolved:

Make sure that you ask your customer whether the problem is solved or not. If not, then give them the opportunity to take the problems further so that it can be solved quickly.

2 - Post Call Customer Satisfaction Survey Is Must

Make sure that you give a customer satisfaction questionnaire at the end of the call which is actually very helpful in giving you a bonus or an incentive. Also, make sure that you need to look at using more than one method by measuring the FCR.

3 - Always Make Sure That You Give Your Staff The Authority Which They Need

So, it should be noted that you give your staff the required training and also the authority. The reason behind this is that they should not pass the tasks on for policy reasons.

4 - Conducting A Contact Driver Analysis Across Teams Will Be Good

So, make sure that you conduct a contact driver analysis across the teams within the business. The reason is that it can result in giving you preventative measures for contacting you in the very first place.

You may also like to read: why speech analytics is important for call centers

5 - Doing The Training:

Make sure that you train all your agents in an appropriate manner. The reason is that you need to make sure that people are fully aware of the company products and also the services in empowering them with the help of the necessary tools in order to resolve the customer issues.

6 - Making Sure That The Key Information Is Widely Available

So, just ensure that you make the key information widely available to all. This is important in handling all the organization proceedings in better ways.

7 - Just Let Your Agents Observe Each Other

Make sure you make it a point that you observe and evaluate your agents. And based on their work, you can rate them. But, the very first thing that comes to the mind is that let these agents observe each other because this will be an advantage.

These tips are very useful and it helps in tackling all the issues which are related to the first call resolution. if you are looking forward to improve your contact centers performance using MK Smart Analytics or Benchmarking, you can always signup for a free demo!

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MK Smart Benchmark – The Perfect Solution For Call Centers Benchmarking

MK SmartBenchmark is a partner program and we are happy to welcome our esteemed clients to invest in an enormous opportunity to measure their contact center performance in comparison to other players in the market.

Partner organization will have access to industry extensive call center benchmarking data on various KPIs and how the customer communications define the success benchmarks for the company.

We promise to give you a free industry benchmarking report when you sign up with us

Benefits of MK Smart Benchmarking for Call Centers

You would also like to know more about business benefits of speech analytics with MK SmartSpeech - The best way to carry out advanced call analytics.

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