Online Audio Transcription Services – The Importance of Customer Service in Transcription

Online audio transcription is a tough industry. It’s competitive, it can also be confusing, but it’s obviously extremely useful for many people and their businesses. These are all aspects common to everyone involved in the transcription providing industry. However, the one thing that most online audio transcription firms DON’T have in common is customer service.

Well, that’s not exactly true. Everyone has customer service. But GREAT customer service – that’s a rarity.

With so many choices out there for customers now, it still amazes me that some transcription businesses don’t offer 24/7 customer support – HELLO!!! We live in a 24/7 world! Timezones and longer working hours mean the need for transcription services does not stop! So why is it that very few transcription companies offer round-the-clock support and service. I throw my hands up, I really do.

Apart from the 24/7 aspect, some transcription services don’t communicate well about one of the most important things – the price! Wishy-washy per line quotes, or a few days between emails detailing transcription rates… a few days! I think that if you value your customers, you should respond to them, immediately. If not immediately, then quickly. ASAP = As Soon As Possible. So many times, a transcription firm customer service representative will say, “I’ll get back to you ASAP!”, only to leave the customer hanging for a day or two. That is a severe case of ASAP fraud, ladies and gents!

Okay, so we’ve covered 24/7 and rapid customer replies… now for a big one: how the transcription actually gets done. I’m a dead set believer that if an online audio transcription business values its customers, it won’t split its audio files up into little chunks and have dozens of transcribers complete the work. This lowers quality, causes big spikes in inconsistencies and also compromises the security and privacy of the customer and their audio. HINT: make certain that you always ask how a transcription firm actually manages their transcription process.

It’s fine that outsourcing transcription services exist, as well as in-house transcription services and all the other types. There is only a problem when the provider isn’t honest with you about what one they are. Sometimes it’s very hard to tell as well; what seems like a huge company can actually be one guy in his bedroom, with many overseas helpers. Again, nothing wrong with that – but customers have a right to know what is happening to their audio.

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