Quality Transcription Matters
By now you have probably noticed that most transcription vendors advertise transcript accuracy of 98% or greater. The 98% threshold is an industry standard and we thought it would be worthwhile to share how vendors consistently deliver on this promise. Having a thorough, reliable process in place is foundational to maintaining consistent, high quality transcription.
Specific to Allegis, we know that insurance subrogation and SIU teams need to be able to confidently rely on the transcripts they utilize. A single mistake – a mistake in transcribing the facts of loss, for example – could make the difference between winning and losing in arbitration. Accuracy matters.
Performing transcript QA requires experience, a reliable process, and an overarching strategy to pull all the pieces together. It begins by hiring experienced transcriptionists, maintaining a strong QA team, and then tying it all together with solid customer service.
Quality Transcription Begins with Quality Transcriptionists
Highly experienced and well-trained transcriptionists with relevant industry knowledge are the starting point of a successful transcription quality control system. Vendors spend a significant amount of time recruiting qualified transcriptionists and providing extensive initial and ongoing training.
Customers frequently ask about automatic audio transcription or voice recognition software and it is worth mentioning here. This technology is rapidly improving and some transcription vendors are beginning to use the technology. Unfortunately, this approach still requires human editors, which typically means listening to the audio again and, based on Allegis’ tests so far, the benefits do not yet outweigh the costs. For now, human transcriptionists are still the best route to quality transcription.
Quality Assurance Team
Most reputable vendors maintain a Quality Assurance Team. The most common approach is to select and review a statistically significant sample size of completed transcripts. Having two humans listen to each and every audio file – first the transcriptionist, then the QA employee – is not necessary. This model means that the QA team selects the right amount of transcripts (a statistically significant sample) to catch any transcriptionist who might be producing subpar transcripts.
Utilizing this approach, the QA team is then able to quickly and cost-effectively focus on areas needing extra quality assurance. The team can then place any transcriptionist in question under close supervision, who are then re-trained until they once again consistently produce quality transcripts. This process is an important application of statistics, enabling vendors to provide affordable transcription services. Having two humans listen to every audio file is neither cost effective, nor is it necessary.
Customer Service is Key
Customer service is a crucial — and often overlooked — part of transcript QA. Transcription is currently a human-based business. Quality transcription is so important, yet errors – albeit minor –do occur. This makes having an effective customer service team a necessity, not a convenience. If an error makes it through a company’s QA safeguards, a vendor should provide an easy route for customers to request corrections. This is where customer service really proves valuable. Being able to have errors quickly resolved is an important final step to the QA process.
Quality is Intentional
98% accuracy is a high standard, but by hiring experienced transcriptions, maintaining a strong QA team, and delivering excellent customer service, these standards are achievable every day. Highly accurate recorded statement transcripts are crucial to the subrogation and SIU professional. Verbatim, insurance transcription vendors have the responsibility to deliver high quality transcripts every time.
