Support call transcription, line by line. To review, coach and resolve.
Support call transcription turns each recorded call into text, with agent and customer separated and a timestamp on every line. Upload calls exported from your phone system or video call tool: we transcribe them, mark the emotion of every line and split each call into chapters. Find the exact complaint and pull MP3 excerpts for coaching.
Updated
Nobody listens to every call. But you can read them.
QA by sample, and slow
Listening to a call takes as long as the call. Reading the transcript takes a fraction of that, and chapters (verification, issue, resolution, wrap-up) take you straight to the part you need to score.
The exact words of the complaint
Search “cancel”, “refund” or “chargeback” in the transcript and land on the right minute, with who said it. Every word has a timestamp, so the moment goes to leadership or legal without anyone replaying the full call.
The tone of the conversation
Every line has its emotion marked: frustration, confusion, anxiety, empathy, gratitude. You see where the call turned, whether the customer left calmer than they came in and where the agent connected or lost the thread.
Coaching with real calls
The best and worst moments become MP3 clips and PDF text for your coaching session. Before exporting, replace the customer's name and details right in the transcript.
Calls all over the place
Projects by queue, by agent or by review week. Favorites mark the calls worth keeping, and filters help you find the right one when someone asks for it.
Customers in another language
Transcription works in 90+ languages, with the language detected for you. A call handled in Spanish becomes text in Spanish, and on Studio and Agency you can translate it into 9 languages.
How FilmScribe transcribes support calls
- 01
Export the recordings
Download calls from your phone system or video call tool. We accept MP3, WAV, M4A, AAC, OGG, OPUS, WEBM and video.
- 02
We transcribe and mark
Agent and customer separated, a timestamp on every word, chapters for the call and the emotion of every line. Fix product names and acronyms on screen.
- 03
Review, clip and coach
Search phrases, mark calls as favorites, download MP3 clips and export the text as PDF or TXT for QA and coaching.
One week of call QA on a support team
The support lead for an eight-person team at an online store pulls 20 calls from the week for QA, 5 to 15 minutes each, exported from the phone system as MP3s. She creates a project called “QA · week 40” and uploads one file per call.
Instead of an afternoon with headphones on, she reads. Each transcript separates agent and customer and comes split into chapters: verification, issue, resolution, wrap-up. On call 0412, she jumps straight to “Refund and timing” to check whether the agent gave the right refund window.
Emotions show the path of every conversation. Call 0412 opens with frustration and ends with gratitude. Another, about an exchange, ends with the customer still frustrated and confused about next steps: that one goes to a one-on-one with the agent, with the exact moment in hand.
On every billing call, she searches “business days” to check that the refund timing was stated. On two calls, it wasn't. She marks both moments as favorites and adds the fix to the team's call script.
For Friday coaching, she picks the moment at 02:05 on call 0412, where the agent acknowledges the customer and owns the fix, and downloads it as an MP3. She swaps the customer's name in the text, exports the PDF and brings both examples, the good one and the one that needs work, to the team huddle.
Twenty calls of about 10 minutes a week add up to roughly 14 hours a month, which fits Studio (20 hours). For a contact center with thousands of calls, FilmScribe works best for the QA sample, coaching examples and the calls that need a close look, not for transcribing the entire volume.
What you get from every call transcript
| Output | What it's for | Plans |
|---|---|---|
| Word-for-word transcript | Read instead of listen | All plans |
| Agent and customer separated | Know who said what | All plans |
| Emotion on every line | See where the call turned | All plans |
| Call chapters | Jump straight to the resolution | All plans |
| Search and favorites | Find the exact line and keep the examples | All plans |
| MP3 clips | Coaching and escalations | All plans |
| TXT and PDF | QA records and team huddles | All plans |
| Speakers by name | Text with each agent's name | Studio and Agency |
More than call transcription. Every call becomes something the team learns from.
See also
Twenty 10-minute calls a week fit Studio.
Compare plans →- Transcription with speakers and chapters
- Emotions in every line
- Automatic clips with animated captions
- Remove pauses and filler words
- Downloads without watermark
See all features
- Manual clips, trimmed word by word
- Saved clip templates for the next ones
- Emotion filter
- Favorite and export lines in bulk
- Export as TXT, PDF, SRT, MP3 and MP4
- Everything in Pro
- Scored hooks and scripts
- Timeline for Premiere, DaVinci and Final Cut
- Translation and speaker names
- Your logo and your font on clips
- Connector for ChatGPT, Claude and Gemini
- Team: each person at R$ 29/month, with 3 more hours
See all features
- Moments inside each chapter
- Diagrams: mind map, flow and timeline
- Image and font library for clips
- Projects to organize by client
- Support
- Everything in Studio
- FilmScribe Plugin for DaVinci Resolve Studio (beta)
- Team with 2 people included
- Priority support
- Extra hours at R$ 7
3-day trial or 1 hour of material. See the result on your own recording before adding a card.
Frequently asked questions
How do I transcribe a recorded support call?
Export the recording from your phone system or call platform and upload the file: we transcribe it word for word, separate agent and customer, split the call into chapters and mark the emotion of every line. Search phrases, download clips and export as TXT or PDF.
Does it separate the agent from the customer?
Yes. Lines come out split by person, each with a timestamp. On Studio and Agency, rename speakers or let us identify each one by name, so the text shows the agent's name instead of “Speaker 1”. Very noisy lines or people talking over each other need review.
Can I see the tone of the call?
Yes. Every line has an emotion marked, like frustration, confusion, empathy or gratitude, and key moments stand out. That helps you find where the call turned and choose which calls to review. It is not a customer satisfaction score: it helps whoever does QA read faster.
Can I use call clips for agent training?
Yes. Download the moment as an MP3 and export the transcript as PDF or TXT. Before exporting, edit the text to replace the customer's name and personal details. Follow your company's privacy policy and any recording consent rules that apply to you.
Which recording formats do you accept?
MP3, WAV, M4A, AAC, OGG, OGA, OPUS, WEBM, MP4, MOV, AVI and MKV. That covers common phone system exports, video call recordings and voice messages. No need to convert anything: upload the file as your system exported it. With video, the audio is what counts for the transcript.
Does it work for a contact center with thousands of calls?
Plans are priced by hours of audio: 10 hours on Pro, 20 on Studio and 35 on Agency, with extra hours at R$ 9, R$ 8 and R$ 7 respectively. Uploads are file by file. That makes FilmScribe a better fit for QA samples, coaching examples and calls that need a close look than for transcribing every call you take.
How long are recordings stored?
Files stay in your account, organized in projects, while you use them: with an active subscription, a file that goes 45 days without being opened is removed, always with an email warning first. To keep them longer, export the transcript as TXT or PDF, or the key moments as MP3, and file them with your QA records.