The money-back guarantee applies only to audio of high quality. For complete details, please
visit our Terms of Service. Check out the FAQ on “average” and “poor” audio definitions as well
for more information on what contributes to deteriorating audio quality.
The price is based on the audio length that we receive and not the effort or man-hours it takes
to complete the transcript. Of note, there is price-wise differentiation between good and bad quality audio. For more details, see What quality of audio does EIS accept?
You can access samples here in our Sample Transcripts webpage. Please enter your name &
your primary contact info (either email or phone) to access the sample transcripts. You can
either view them in our website or download them in Word or PDF formats.
Audio quality is always the biggest factor that influences turnaround. Audio recording with
lesser quality will take longer time for a transcriptionist to complete compared to better
quality. There are several factors that affect audio quality – namely, background noise, thick
accents, heavy technical content and/or jargon, multiple persons speaking at the same time,
etc. The time taken for the Quality Control team increases when editing transcripts with such
content compared to high-quality crisp audio. Time stamps, hyperlinks, bookmarks, and other
heavy formatting specifications also influence the turnaround time.
In order to circumvent such issues, you can use our Rush and Super-Rush services to get your
files transcribed quickly. The cost of working faster and adding more manpower to your
turnaround needs will be factored in such special services.
The final transcription is generally delivered in a standard DOC – Microsoft Word – format. If
you request otherwise, we can also deliver it in TXT, RTF, DOCX, ODF, ODT, HTML, or PDF
formats. TXT & RTF are MS Word friendly formats. DOCX can also be opened in MS Word 2007
and above versions. PDF files can be opened using Adobe Acrobat Reader. ODF is Open
Document Format & ODT is Word Processor Document – both these formats can be opened
using Apache OpenOffice.
The Quick Enquiry form is to facilitate quick/instantaneous communication with both
EIS and the transcriptionist on your project. You can use the comments box or the
“Enquiry Details” box to point out unique features or standout issues in your audio recordings.
We do not reject audio files with large numbers of speakers, but have conservative
standards on the final transcript quality, particularly when speakers crosstalk.
No, we accept all kinds of audio quality. However, it is important to note that audio quality
directly affects transcript quality. To produce documents with optimal quality, we need audio
with decent volume equal to normal human hearing and very limited recording instrument
interference or background noise.
We may turn down work if we feel the audio quality is very
poor and if you are not satisfied with the sample transcript quality. Though we possess audio
quality modification software, we do not presently offer audio engineering services to improve
audio quality unless in very emergent or critical scenarios.
We essentially classify audio quality into three broad segments – good, average, and poor.
Difficult or poor audio is audio that is the hardest to transcribe. Major factors that make audio
difficult are – crosstalk, background noise, foreground noise, heavy accents – especially foreign
accents, multiple speakers, technical terms or jargon and their frequency of usage, scratchy or
muffled audio, and very fast pace of speech. If your audio has more than one of these factors
and their influence is heavy, then most likely it is classified as poor audio. Note – the above
factors are some of the common ones we’ve encountered and should not be considered as
The place where a conversation or speech is recorded and the instrument used also tend to
have moderate-to-heavy influence on the quality of audio. For instance, public places
(highways, airports, restaurants, etc.) have a lot of ambient noise and are almost always poor
audio. Using recording instruments over phone interviews or focus group discussions also
distort the audio quality quite badly due to poor reception from the other end of the phone
line. Hence, these too are classified as poor audio quality more often than not. However, these
are not hard and fast rules and exceptions always happen.
Rush & Super-Rush subscriptions are meant for high quality audio. Any Rush transcription can
also be done if you pay for difficult audio. We always have multiple levels of quality control to
go through the transcripts repeatedly and in order to get your transcript back to you as quickly
Our standard transcript is non-verbatim.
However, we do offer document summarization services in the form of both extraction &
abstraction. For more info, please visit the link Does EIS offer document summaries?
Yes, we produce verbatim transcripts based on recording-specific and/or project-specific
customer demands. Our verbatim documents will retain every utterance including false starts
and filler words like –
You can also decide on specific levels of verbatim by leaving special instructions in the
comments box. For example, in a one-to-one conversation you can leave a comment saying,
“Please remove stutters, but retain all the filler words.” “Please record ambient sounds like
logging on, logging off, and moving from one room to the other, as we want to retain the
We do time-stamping as an add-on feature and we offer two modes of time-stamps – Standard
Timecode and Drop-Frame Timecode. Timestamps are measured from the start of the audio
and are inserted at a frequency based on the customer’s needs. It could be –
Please note, we charge additionally for time stamping on a per-hour basis
The standard file types that we can handle are MP3, MP4, WAV, MOV, AVI, and most
WMA and WMV files presently.
We usually can handle other recording formats as well as Flash videos, RealAudio
Streams, and Windows Media streams, but please note that your order might take
longer to process (especially with Rush & Super Rush TAT), specifically because of the
time needed for recording and converting non-standard audio formats to transcriberfriendly
We also handle videos hosted on YouTube, Vimeo, and a few other very popular video
streaming sites. We convert such videos to MP3 and then transcribe it. Kindly ensure
the URL you provide is a direct link for that particular video. If the video is linked from a
third party site, it might not upload properly.
Yes, we do offer summarization of documents as an add-on service to the standard
transcription based on the specific needs of a customer. Our summarization capabilities include
methods of both extraction & abstraction.
By extraction, we refer to the practice of extracting keywords from the text and
prioritizing them in terms of importance or value. We then create a short & snappy
summary of the entire text based on the available detailing around those keywords.
By abstraction, we refer to the practice of paraphrasing sections of the document by
internalizing the content and generating keyphrases that are more descriptive. We then
build a concise summary based on these keys. Abstraction involves deep understanding
of the text and then using descriptive words to refer to portions of the document.
Content summarization & keyword usage are very helpful in –
We have worked on projects where we’ve reproduced on-screen content embedded in video
clips as offline documents. However, the customers had provided us the software applications
or interfaces to carry out this process. It would be easier for us to take up a similar project
provided you have a similar setup. Of note, our focus is on making our transcribers more
efficient and so we generally tend to use audio playback tools that work best with MP3 or WAV
files. Hence, all incoming audio or video is converted to MP3s or WAVs, and our transcribers
will not even see the video portion of your file.
We can still process such content even if you do not provide us the software, which then would
involve more manual effort. Since effort is part of the time-effort-money trilateral, we would
request you to discuss with us the costing before we sign up.
Yes, we do accept orders where we have to manually download the file from another filesharing
website like DropBox or YouSendIt. However, the URLs you send us should lead directly
to the recording or at least a folder that contains the audio/video file. We would request you
to test the validity of the URL using your web browser before you send us the link.
We offer FTP space to our regular users as well as our bulk order customers. If you do not have
an account already with us, please send us a request for one now to Customer Support. After
creating a user profile for you, we will mail you the account settings. For one-time small
volume customers, we prefer to use DropBox or other file-share sites. You can also upload your
recordings through our website portal.
We always email you. We prefer to use the primary email supplied with the audio file, but we
can also copy any other email ID if you specifically instruct us to do so. However, we may use
the email associated with your payment method like PayPal, etc. (if it’s a different email) in case
your primary email is unresponsive or we receive a notification failure message.
EIS uses PayPal and Google Checkout for online payments. Online payments are very
convenient for both buyers and sellers and money transfers happen within seconds. The
process of payment confirmation and proceeding with transcription is also quicker through this
route. If you do not already have one of these accounts, you can pay using MasterCard, Visa,
American Express, or Discover on our PayPal.
Yes, we are always looking for freelance transcribers and editors. We have an open,
trustworthy, and efficient method of paying wages. For more details, please get in touch with
us at email@example.com or firstname.lastname@example.org
We handle customer support inquiries between 6 am and 8 pm Eastern Time, Monday through
Saturday. We provide both email support as well as voice call support. We have emergency
support staff available through the weekends as well, but we manage almost all our business
communication within the weekdays. You can still reach us on any day including Sundays either
through phone or by email.
Of note, we utilize an escalation matrix for our internal day-to-day operations that we follow
diligently. This is essentially a customer response workflow, whereby customer needs are
designated at the lowest level of the hierarchy to be addressed within a given time period,
failing which it moves on to a higher level. This helps our organization in identifying,
continuously tracking, and speedily addressing any customer query within a very short span of
If you cancel your order after payment confirmation and before transcript submission, we refund less our costs incurred. Costs incurred will be directly proportional to the time spent and effort involved in transcription up to that stage. Please note that most times our transcribers would be actively working on your transcript when your cancel request comes in. We can only stop future work from being processed, but we cannot rollback on a transcription
work order once it has reached even 10% of completion. Please also give us a little bit of time to read & address your emails and for internal communication, since for immediate cancellation & refund we will use the cost incurred within 4 business hours of receiving your email.
In the case of very difficult or very poor audio, if the transcription process takes too long to complete and if you want the partial transcript, then refund does not apply. We will send you whatever portion of the document that has been completed up to that point. This rarely happens, and might occur only if there's a very poor audio recording that takes too long to complete.
If you have poor audio and do not pay additional charges for poor audio, then kindly note that your project would not be eligible for a refund at all as our transcription costs might be greater than what you paid for the order.
Yes, you can escalate your transcription order to speed up the turnaround even when your
project is under process. Please send us an email or call us to help our customer support
personnel take you through the steps. You can also visit our Pricing Structure webpage to know
more about the per-minute and per-hour price slabs for faster turnarounds.
EXpert Info Services has a policy of not transcribing any breaks from regular speech or dialogues. We
note down the activity in the transcript though; eg. If a song is playing, we say [Song Playing] .
We also mark the start & end of a long break with timestamps, simply for reader clarity.
However, if you expect a similar content to be transcribed – for instance an advertisement
promoting a brand of the company that the speaker is working for – please key in a note in the
comments box, so that our transcriptionists can follow such specific instructions.
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