Get Names Right in Call Transcripts
Teach transcription your business name, staff names and industry terms so they stop being swapped for similar-sounding words. Set your workspace vocabulary at https://app.trustpager.com/settings/inbox, and turn on Enhanced name accuracy when you need a full multi-word business name to come through correctly.
Call transcription can only spell a name correctly if it has some idea the name exists. Left to itself it substitutes the nearest familiar-sounding word, which is why an unusual business name or surname can come back as something else entirely.
Your workspace vocabulary fixes that. It tells transcription which names and terms to expect on your calls.
What is already covered
You do not have to set anything up for the basics. Every recorded call automatically includes:
- Your business name
- The names of the people on that specific call
Add your own terms
Add anything those two miss: staff names, product names, suburbs, industry words your team says constantly.
https://app.trustpager.com/settings/inbox
Open the Transcripts section and add each term under Workspace Vocabulary. Terms save as you add them. Remove one with the x on its tag.
Keep the list to names and terms that are genuinely unusual. Adding ordinary words makes transcription hear them where they were not said, so a short, specific list works better than a long one.
Enhanced name accuracy
On the same page there is an optional setting called Enhanced name accuracy. It is off by default.
Standard transcription handles individual names well. Enhanced accuracy understands your vocabulary as complete phrases, which is what it takes to bring back a full multi-word business name reliably.
Cost: 4 credits per minute on top of standard transcription, charged only on calls it actually runs on. Turning it off stops any further charges immediately.
It applies to recorded phone calls.
Which one do I need?
- If people's names are coming through wrong, add them to your vocabulary. Standard transcription handles this.
- If your full business name keeps coming back mangled, that is what Enhanced name accuracy is for.
Check it is working
Open any recorded call from https://app.trustpager.com/inbox/phone-calls and read how the names come through. Changes apply to calls recorded from now on, not to transcripts you already have.
Transcription is never perfect on every word. The goal here is that the names your business depends on stop being guessed at.