Call transcripts in the CRM: how to put them to use
Sado AI team · · 4 min read
In short
A call transcript is the full text of the conversation, line by line. When it sits in the CRM call card next to the recording, a manager reads a three-minute call in half a minute, finds the quoted price, date or address word for word and doesn’t ask the customer again. Transcripts help with handovers, disputes, quality checks and script fixes. Rules: say the call is recorded and limit access. Sado keeps every call’s recording and full transcript in the portal, and in Bitrix24 they’re in the call card.
Why text beats a recording
Listening to a recording takes as long as the call did. Text you skim, and Ctrl+F finds what you need: “price”, “Thursday”, “address”. For a manager who looks at dozens of calls a day, that’s a big difference.
The transcript doesn’t replace the recording; they sit side by side. If a passage looks doubtful, you listen to just that part.
It also helps with training: give a new hire the text of 20 real calls. In one evening they learn what customers ask and how to answer.
What a transcript looks like: an example
Part of a call to the Tez Usta car service:
Sado: Assalomu alaykum, Tez Usta car service, Shohruh speaking.
Caller: Hi, how much is an oil change?
Sado: The oil change work is from 150 thousand so‘m; the oil is extra, depending on the brand.
Caller: OK, can I come on Thursday morning?
Sado: Yes. Shall I book you for Thursday at ten?
Caller: Yes, please.
If a week later the customer says “I was told 100 thousand”, the manager doesn’t argue: they open the card and show what was said. The service name and prices are only an example.
Where transcripts help
| Task | What you look for in the text |
|---|---|
| Handing a customer to another manager | What they need, what was promised, what was agreed |
| A dispute | The quoted price, deadlines and terms, word for word |
| Quality check | Were the script questions asked, was the customer understood |
| Improving the script | Frequent questions and reasons for saying no |
| Judging advertising | Where the customer heard about you |
A transcript doesn’t replace fields: fields are for sorting and reports, the text is for detail. Don’t paste the text into a comment; it’s already in the card, and two copies only confuse. One line in the comment is enough: “quoted 150 thousand, Thursday 10:00”.
A weekly 15-minute review
- At the end of the week, pick 10 random calls from different days and hours.
- For each, read the short summary, then the transcript: is the summary right?
- Check that the CRM fields match the answers in the text.
- Find places where the operator said “a manager will call you back”: that answer was missing from your company facts. Add it to the facts with our team, and next time the operator answers itself.
- If a question came up three times in a week, add it to the script or price list.
Privacy rules, and how it works in Sado
- Say at the start that the call is recorded. Sado’s operator can say this at the start of the call; the setting can be switched on or off.
- Give CRM and portal access only to staff who need it for their work.
- Never ask for a card number or SMS code by phone, so they never end up in a transcript.
- Uzbekistan has a law on personal data; if you have questions, ask a lawyer.
In Sado, each call’s recording, full transcript, short summary and collected answers are in the portal’s Calls section. With the Bitrix24 integration the recording and text are right in the call card. What goes into amoCRM our team agrees with you when connecting it. About answering incoming calls: AI call answering.
Questions
How accurate are transcripts?
Mostly accurate, but noise, dropped connections or unusual names and addresses can cause mistakes. Check important parts against the recording, which sits next to the text.
Which language is the transcript in?
The language of the call: Uzbek or Russian. Sado’s operator answers in the caller’s language, so calls in both languages become text.
Can recordings and transcripts be deleted?
Yes. Sado keeps data for a limited time and you have the right to ask for it to be deleted.
Do we need to read transcripts every day?
No. The short summary is enough day to day, and the transcript when you need it. Reading 10 calls a week in full is enough to keep quality up.