Who makes a good transcriber? Or should I say transcriptionist…? Whichever it is, or either, depending on where you’re from, not everyone is cut out for this sort of thing. So you can type…great! But are you a good listener? I honestly believe the latter is the more important characteristic. And of course, to listen well you need oodles of patience. The non-UK accents you brace yourself for, but it would amaze you how wide the variety in UK accents. My husband always has me in stitches as he relates some of the expressions he hears as he is out and about… and he’s a native! He says his father was broad Glaswegian. I vividly remember a Scotland recording for which I was certain I could rightfully claim the ‘strong non-UK accents’ bonus. I was so disappointed to learn dialects didn’t count! I have come to the conclusion, however, that as long as you expect the worst, UK or otherwise, you’re always bound to be pleasantly surprised!
So where is all this leading? Well, recently I was introduced to an opportunity for another home-based source of income. It’s actually telephone customer services and even as I commenced the registration process, I had some trepidation. But I felt like I was being dragged along step by step, and I just couldn’t quit. A criminal record check, telephone interview, and a math test, plus an introduction to customer services (ACP101) and I was through. Brilliant, just had to wait for an opportunity. That came rather quickly, and then 40 nights in a virtual classroom with Paula, our instructor, and a crazy, lovable bunch of fellow students. Talk about roller-coaster. Nine days after we began the course we were put on live calls! Stomach butterflies do not adequately describe how we felt. I thought I’d be physically sick, and we tried to delay the torture by plying Paula with questions. She quickly realized what we were doing and peremptorily threw us into the deep end. She said one thing before we went live which has always stuck with me: ‘You’ve got nothing to be afraid of. It’s only another person at the other end of the line.’ We actually got through the night… and the remaining 31 days. The final exams consisted of written work and four calls which would be listened to and evaluated. We didn’t know which calls would be assessed, so we were motivated to do our best on each call – there were many where I made mistakes and wished desperately that this one wasn’t being listened to! A few days later Paula informed me by email that I was now a fully qualified ACP or customer service advisor for the specific client… whoopee!
So what has this got to do with transcription? Well, on the phones you learn to LISTEN! It’s impossible to help the customer unless you do, but then you also listen to the tone and get a sense of the person speaking. You learn how to build rapport with the callers, and what’s more, it’s great practise for listening to transcription recordings!! So the next time I get a stinker of an accent to transcribe, I’ll just remind myself this person has not taken a vow to make my life miserable, but is actually doing the best they can to express themselves, and maybe a little effort on my part to enter into the emotion behind what they’re saying will help no end in getting that recording finished.
Blog written by Thelma Shanks
