Do you know of any call centre using the technology to speak into a headset which interprets the notes onto the account for you which would save After Call Work time and improve EAHT efficiency?

Does such technology exist in the call centre workplace?

Interesting Ann-Marie.

While I know of many voice to text converters I don't know of any used in a call centre type environment.

I really would be hesitant though about trying to implement something like this, just strikes me as being cumbersome and require more effort sorting in the end.

While i obviously can't speak for everyone I can say that I type probably as fast if not a little faster than I speak. Course I type nearly 90wpm.

And text can't be "wrong" where voice can be misinterpreted...especially by a voice system.

Ann-Marie,

I agree with Justin (although I would like to be proved wrong!) in that I do not believe the current products on the market would be suitable for a call centre environment. Most require a very large vocabulary of words that can be recognised and also need a significant investment in time training the speech engine for each individual user. This can work very well in a home/personal environment but there will always be a level on inaccuracy that requires careful proof-reading and correcting - this could lead to major errors in a high volume contact centre, especially if dealing with sensitive or financal data.

One technique I have seen used successfully in a number of contact centres is investment in agent training to "talk and type" - it's not my field of expertise but I am sure someone else may be able to give you some guidance. It is highly dependent on the nature of the after-call work how much time it can save, but I do know that the call centres that I have seen using it believed that the investment in agent training delivered significant benefits, both in EAHT and customer experience. Some have even driven towards zero After Call Work...

Hope this helps,
Dave

but i wouldn't trust it unless I'd done an extensive test with it. Speech to text still has a long way to go from what I've seen.