Call Transcription & Analysis 87 Hours of Audio Transformed in 2 Days

1. About the Client 

We worked with a luxury travel agency based in the UK, one of those businesses where every enquiry matters and every customer expects a personal touch. They already had a strong reputation, and they wanted to make sure their internal processes lived up to the same high standard. 

2. The Challenge 

They were looking for a better way to keep track of high value leads and opportunities, especially the ones that come in through phone calls. Those calls often contained rich details such as budgets, destinations, and personal motivations, but unlike form submissions or emails, they didn’t naturally flow into their CRM. The business had years of call recordings stored in their phone system, but they’d never been able to make sense of them at scale. They wondered whether there was a way to unlock that information without listening to endless hours of audio. 

3. How We Helped 

We carried out a small, focused piece of work using AI to transcribe to text and then analyse their call recordings. We paid particular attention to high-value opportunities and patterns that often go unnoticed. Things like destination preferences, reasons for travelling, and signs that a caller might be likely to convert. 

4. What We Achieved Together 

In just two days, we took roughly a thousand recordings and turned them into usable insights. Once everything was transcribed and analysed, we pulled together reports that revealed things the business had never been able to see clearly before, including: 

• Which destinations were the most asked about 

• Clients who appeared to have higher-end budgets 

• Indicators of conversion likelihood 

• Complaints and pain points that might need attention 

• Customer sentiment and satisfaction patterns across calls 

For the first time, they had a bird’s-eye view of what was happening in their customer conversations, rather than relying on scattered notes or gut feeling. 

6. What This Means Going Forward 

Their call data turned out to be one of the richest sources of insight in the business; they’d just never had a way to look at it all together. By using a mix of AI tools, they now have a clearer understanding of what customers want, what drives conversions, and where their team might need more support. It’s helped inform training, marketing, and follow-up processes, and it’s lifted pressure from staff who were doing their best using only limited information.