Say your company runs a renewal campaign in Telugu and Kannada. The agent speaks those languages, so the transcripts are in those languages too. The QA lead reads Hindi and English. The one colleague who could check the Kannada calls is on leave this week.
Regional calling creates this problem as soon as it starts working. Calls can be made in more languages than your supervisors can read, and calls nobody can review are calls nobody is checking.
What the feature does
Call translation gives you a reading copy in the language you pick, beside the original, turn by turn. Open a call in Call Logs, or anywhere its transcript shows. Pick a language. Each turn sits next to the original, so turn 7 means the same turn in both.
A call is translated once per language and kept. The next person who opens it pays nothing and waits for nothing. If a reply does not line up turn for turn, it is thrown away rather than shown out of step. Anyone who can already see the call can read it, and translation opens no new access.
A review routine for a language you do not read
- Pick the calls. A sample, or the ones Call QA flagged. Do not translate everything, since most calls are never opened.
- Read the customer's side first. What did they want? Did they sound like they got it?
- Read how the agent handled the difficult moment: the objection, the refusal, the request for a person.
- Check the numbers. Amounts, dates and policy numbers read back in the transcript should match your record.
- Note anything that sounds off, and pass it to someone who speaks the language before you change the script.
That last step matters. A translation is enough to tell you that the agent quoted the wrong date or ignored a refusal. It is a weak guide to whether a sentence sounded natural in Kannada. For that you need a native speaker, the same person who should read your greeting before you go live.
Limits to keep in mind
It translates the transcript and does not listen to the audio again. A word misheard on the call stays misheard in the translation, sometimes in a way that looks like the agent said something strange. If a line looks odd, and you have recording on, listen to that part before you decide anything.
The original stays the record. Call QA grades the original, in the language the call was held in, and never the translation. So a reading copy cannot change a grade, and a disputed grade is settled on the original. Conversation Intelligence also reads the transcript in the call's own language.
Translating every call automatically
You can set a transcript language on an agent or a team, and its calls are translated after they end. Each is charged. This is the one way to run up a bill here without noticing, so leave it blank if you only need the odd call. It makes sense when a whole agent is working in a language your review team can't read and you plan to look at most of its calls.
On demand, the charge is per call, once per language, when a call is translated into a new language. Reading it again is free for anyone. The rate is on the pricing page, and the plans that include translation are listed there as well.
In a download
A recordings download can have translations prepared first, if you ask. That helps when a compliance team or a client wants to review a batch away from the screen. Read our note on recording downloads and sync if you are building an archive.
When this is not enough
If you are about to launch in a language where nobody on your team can judge the calls at all, translation helps you monitor the campaign, but it doesn't replace getting someone to listen before launch. Have a native speaker make a few test calls, and read the languages page, which says which languages are newer and need a real-call check on your own callers.
And when a call needs a person, a desk can be set to work in a language, so a Telugu caller who asks for help reaches someone who can actually speak with them. The supervisor who reads only Hindi can still follow what happened afterwards. That combination, agents and desks that speak the caller's language and a reading copy for whoever reviews it, lets a small QA team cover more languages than it speaks.