Quality

We are deeply concerned with ensuring that every aspect of your experience with us is completely satisfying. This has systemic affects on the approach we take to everything — not just ensuring the quality of the final product, but the quality of every step of your experience with us.

Our quality guarantee

If you are not happy with our work for any reason whatsoever, we’ll do it again at no additional charge. It’s that simple.

Attention, access and responsiveness

Our first goal in maintaining a fantastic experience with you is to make certain we know when you are not satisfied. To that end when you work with us, you can expect to get a call asking you how we did, and whether there was anything at all we could have done better.

Every issue, no matter how small, is entered into a tracking system and stays there until it is finally and permanently resolved — not just for you, but for everyone else as well. We pay a great deal of attention to policy, process and systems. When we find a bug, we change our policies and processes to try to ensure it never happens again.

It’s also easy to let us know when you have an issue. We assure responsiveness and accountability. Every customer complaint reaches our entire management organization, where it is discussed, dissected, tracked and resolved.

If have a concern you can reach our CEO, our COO, our VP of Operations, Sales, Customer Service, Production — or, you can reach all of us by clicking here. Management information and email links can be found on our Management page, and a direct email to everyone in management by clicking on the customer concerns link on the Contact Us page.

We think you’ll be impressed by the speed and focus of our response. It’s important to us that you be thrilled with our work.

Even if you don’t have a problem with our work, if you have special issues, problems, needs or concerns of any kind, whether or not they are part of our standard services — reach out, and we’ll try to help.

Our 3-step production process

The key to our quality approach with regard to your transcription is to not count on one person. Not everyone is equally good at every form of transcription, and even great staff can make mistakes, miss things and have bad days.

In our process, no less than 3 specialists will review your entire transcription, every time, for every file. Here’s how it works:

• Transcription
  This is the obvious part. A specialist with a college degree and multiple years of transcription experience will have headphones on, and be listening to and transcribing your work within hours of our daily 5 PM cutoff time.
• Audio auditing
  An even more expert transcription specialist then listens to the entire audio file a second time, carefully comparing the audio with the transcriptionist’s draft. Corrections are made and tracked against the original for later performance and quality review.
• QA review
  Last but not least, QA specialists review your entire file a third time to identify and correct any final problems that may continue to exist. Once again the entire text is reviewed, and the audio is checked as needed to ensure accuracy.

Lots of other folks are involved, of course. Our customer service specialists review each file before adding to production, supervisors review work in process, and a master QA specialist reviews the work of the QA staff.

We don’t just get someone to type your work. We make certain that the work is consistently well done, and that you can count on it being that way every single time.

Performance tracking and Feedback

We review the quality and performance of all the work performed by every staff member working on every file, every time.

Performance data is tracked in systems designed to ensure that we can identify and rectify performance and quality issues in our staff and production processes.

Just as important, every issue we uncover throughout the production process is documented, and that information is continuously fed back to the production staff who did the actual work at each step, so that they are continuously made aware of areas where they need to improve.