Transcription on Time: How does Accuro meet SLA Agreements?

Accuro’s client base comprises of everything from the medical and legal sectors to HR meetings, inquests, private investigations and research interviews.

It goes without saying that such a vast and varying clientele brings a whole host of deadlines, turnaround expectations and proposed service level agreements.

One way that we try to accommodate this is by having a general rule of ‘in before 5:00pm, back before 5:00pm’.  In other words, we operate a next-business-day turnaround for all our clients.  You can upload dictation to us before 5:00pm today and receive it back before 5:00pm tomorrow, guaranteed.

Our transcription service is entirely UK-based; absolutely nothing goes offshore.  Not only does this help to keep all data secure, but all our transcribers work in UK time, meaning that we will never encounter any time-related difficulties when trying to chase a file or communicate with any of our transcriber panel.  This can be especially important for medical and legal transcription, where we deal with urgent referrals and documents required for court on a daily basis.

A few of our clients request specific service level agreements based upon their preferences and what works best for them.  For example, they may want their files back by 12:00pm, in which case we can alter their SLA to next business day 12:00pm-12:00pm.  We always strive to work in a way which helps our clients as opposed to adding unnecessary pressure on their end.

The Accuro service also offers an ‘urgent’ function, whereby our clients can flag any high-priority files for our attention.  This operates on a fair-use policy and comes at no extra cost.  We understand that circumstances can change and being able to prioritise an outsourced file can keep you in control throughout the process.

Our transcribers work around the clock to ensure that all work is returned to a high standard.  We have a 400-strong panel of qualified and experienced transcribers who work with Accuro either on a full-time or part-time basis to supplement their income.  Some transcribers will work 9:00am-5:00pm while others prefer to work through the evening after putting the children to bed!

At Accuro, we meet our SLA agreements by recognising the importance of flexibility in our service.  If a client prefers an SLA of 12:00pm, we will change to that from our usual 5:00pm.  If a client needs a file back urgently, we will prioritise the file and get it back to them ASAP.  Our transcribers work outside of usual business hours to ensure that all files are back as quickly as possible, which is why our average turnaround time is around 14 hours – much faster than the guaranteed next business day!

If you would like to find out more about how we work, or if you think outsourcing your transcription could be of benefit to you, please feel free to give our friendly team a call on 01565 478 000.

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