Frequently Asked Questions

Audio/Video Transcription Service

How can I order transcripts?
1) Upload your files files 2) Click on 'Order Transcript' button 3) Pay via Credit Card or PayPal.
How much do the transcripts cost?
For a 1 hour file it will cost $6.00 for a 30 mins turn around. Please use the cost calculator for the exact amount.
What payment options are available?
We support all major credit cards and PayPal.
Can you bill me via an invoice to be paid later?
Yes, we can. Please contact us to set up a billing account.
What formats are the transcript files provided?
The transcript files are provided in Microsoft Word (.doc), OpenDocument Text (.odt) and Adobe PDF (.pdf) and plain text (.txt) formats.
Are the speakers tracked in the transcript?
Yes. We mark each speaker with their initials (if names are provided/available) or as Speaker 1, Speaker 2, Speaker 3 etc., and provide an option to enable/disable it.
Can I see a sample transcript?
How accurate are the transcripts?
Around 98 to 100%. The accuracy may be lower for difficult files (eg. with background noise, non-native accent speakers, etc.).
How are the transcripts prepared? What is your process?
Transcripts are prepared manually by our certified freelance transcribers.
Can you add support for my file type X?
Absolutely. Please send us a short sample file via Google Drive or Dropbox. We will explore the possibility of adding the support to our site. If not, you'll have to convert the files to either mp3 or wav format yourself and then upload.
What is a good free tool to convert the files?
We recommend Audacity. Its a free open source program and has a wide support for different file types.
Which languages are supported for transcription?
English only currently; both native and non-native speakers.
Can you offer me a discount of only part of the file is in English?
No, since we still have to pay our transcribers for the full duration of the file. However you can edit out the Non-English parts and save on the cost.
Can you assure confidentiality?
Yes, our transcribers are professionals and bound by our terms of service. We also take a number of measures to ensure that your data remains secure. We absolutely do not sell or share your data with any third parties.
Can you sign my specific confidentiality agreement?
Absolutely. Please send the document to
How can I sign up as a transcriber?
The details are available freelance transcription program page.
Are the turnaround time in calendar days or working days?
Calendar days.
What are your business days?
Our transcribers work 24x7. Live chat, phone and email support is available on the weekdays and only email support is available on the weekends.

Additional Charges

Why are additional charges levied on some files?
Our base rates apply only to clean files with American speakers. We charge more for other files.
What is the additional charge rate?
It varies from $0.50/minute to $2.00/minute of audio, depending upon the number of issues identified.
What is the additional charge for?
To compensate our transcribers adequately for the additional time and effort required.
Why do difficult files require more time and effort?
Since the unclear parts have to be played over and over again to correctly identify what is being spoken.
How do you check for audio issues?
Our transcribers play random segments of the file and report. A statistically significant number of reports are considered to avoid any bias.
What are the different types of audio issues?
  • Ambient Noise (eg. hiss, line noise, static, background music/voices)
  • Noisy Environment (eg. street, bar, restaurant or other loud noises in background)
  • Distant Speakers (eg. faint, distant voices)
  • Accented Speakers (eg. British, Australian, Indian, Hispanic, any other non-American)
  • Audio Breaks (eg. bad phone line, audio gaps)
  • Disturbances (eg. loud typing sounds, rustling, wind howling, breathing sounds)
  • Distortion (eg. volume distortion, shrill voices, clipping, artifacts)
  • Unclear Speakers (eg. muttering, volume variation, frequent overlaps)
  • Echo (eg. reverberation, same voice can be heard twice)
  • Quality (eg. low sampling/bit rate, bad conference line, recorded off speakers)
  • Diction (eg. slurring, rapid speaking, unnatural pronunciation)
  • Muffled (eg. hidden or obstructed microphone, vintage tapes)
Are the reports vetted by anyone?
Yes, our adminstrators check the reports.
What happens if I disagree with your assessment?
We will offer a full refund, no questions asked.
Why do you charge extra for accents?
Most our transcribers are comfortable only with American accents. Proficiency in other accents is a highly valuable skill and those transcribers typically charge higher.
Why do you charge extra even for mild accents?
We do not consider the mild-ness of the accent during screening, just accents.
How come I can hear it fine whereas your transcribers are having difficulty?
We look for various issues in the audio file, and not just the clarity of the speakers. The presence of any of the issues can trigger the additional charge.
Is the additional charge automatic?
No. Charges have to explicitly approved for us to continue working on the file.
Can I get refund for instead of paying the additional charges for manual transcription?
Yes, we offer full refund for additional charges, no questions asked.
How can I avoid these additional charges?
Record the audio/video in the best possible quality so that our transcribers do not have any reason to complain. Please check the Recording Guide for our recommendations.
Why do you charge more for audio issues?
We have found that compensating our transcribers for the difficulty level is the most efficient way to ensure high accuracy.
Why weren't similar files charged additional before?
Our transcribers do not find it similar. Also we introduced this policy in Jan 2016. Before we used to delay files with audio issues. Now we delay as well as charge extra. We also reduced our transcription rates around the same time.
Why is the more time required?
So that we can go over the transcript multiple times in order to ensure maximum accuracy. However, the draft transcript is available within a day.
Why didn't other transcription services classify the same file as difficult?
Most services do not charge by the difficulty level.
Why do you charge by the difficulty level?
We believe in compensating our transcribers for the additional time and effort.
Why shouldn't I go to your competitor service since they don't charge by the difficulty level?
Since we pay our transcribers by the difficulty level, the accuracy will be higher compared to other services.
Can you just do the best and not charge extra?
Our best effort transcript is the draft transcript we provide within 1 day. However, since we grade our transcribers by the mistakes, we have to eventually correct them. Otherwise it is unfair to them and harmful to our system.
Can I just pay the additional charge upfront?
No, we can only charge the correct amount after our transcribers have screened it and we know all the issues.
Can I pay together for all my flagged files?
Yes, the combined invoice can be found in the sidebar of the uploaded files page.
Why was this policy instituted?
To offer the lowest transcription rates to customers. The majority of our customers are unaffected by this policy.

CallGraph Skype Recorder

Why do I get a XULRunner platform version not compatible error when starting CallGraph Browser?
Please check this for a solution.
What is CallGraph Skype Recorder?
CallGraph Skype Recorder is a call recording plugin for Skype. It saves the audio of the Skype call as an WAV or MP3.
Is there a time limit on the recording?
No. CallGraph does not have any restrictions on time or duration. You can record for as long as you want.
Why is only one side of the call being recorded?
The most common reason is that CallGraph is not authorized to connect to Skype. Please authorize CallGraph manually and try again. For step by step instructions click here. Please run the interactive demo for a test.
Is it possible to record only the other end of the call?
No, CallGraph by default will record both sides of the call. However if recorded in stereo mode, the audio file can be edited (eg. with Audacity) after the recording is finished and one of the tracks can be removed from it.
Why is only one side of the call being recorded even after Skype authorization?
This is probably due to mis-configured stereo file playback settings on your PC. Please try recording in mono mode. The setting is in Configuration -> Recording tab.
Why is Skype is unable to respond to CallGraph?
It might require a few tries before Skype can successfully respond to CallGraph. Please try restarting/re-installing CallGraph and Skype. For more troubleshooting tips please check our blog.
Why does the installer crash during installation?
It might happen if you are behind a proxy. Please install Mozilla Firefox and try running the installer again.
Where are the recorded files stored?
On your computer's 'My Documents\My Call Graphs' folder by default. It can be changed from the general tab of the configuration window.
How do I download the mp3's?
You can access the files directly from 'My Documents\My Call Graphs' folder or whatever folder you have set it to.
Does CallGraph record video?
No. It records only audio.
Is Skype video recording support planned?
Its not on our road map at the moment. However some of users have reportedly been able to use CallGraph with Camtasia Studio.
Is CallGraph compatible with Skype 5.0?
Is CallGraph compatible with Windows Vista/Windows 7?
Why are the voices on different channels in the recorded file?
Because the recording is set to stereo mode. Please set it to mono for the channels to be mixed into a single track. The setting is in Configuration -> Recording tab.
Why is Skype authorization required?
CallGraph redirects audio data to and from Skype in order to record the call. For this it needs to connect to Skype and use the API. Without authorization CallGraph will not be able to record both the sides of the call. Please note that we do not collect any private data from Skype.
What is CallGraph Browser?
CallGraph Browser is a User Interface for CallGraph Skype Recorder. It is a Mozilla XULRunner application which fetches data from the Recorder and displays it. Please click here to read more about the technology behind it.
Why does CallGraph Browser fail to start on my PC?
Please re-install CallGraph Browser from here and restart your PC.
Is registration required for CallGraph Skype Recorder?
No. CallGraph Skype Recorder is a freeware and no registration is required for it.
Does the recording happen on the server?
No. Recording happens on your computer and the recorded files are stored on your hard drive.
Why do I get an encoder failure when recording?
Because the recording parameters specified are not supported on your computer. Please try with default settings.
Why does CallGraph stop working after an update?
After each update the authorization has to be redone.
What is the association option in configuration and what does it do?
You can upload the files to your account from CallGraph Browser and order a transcript of it. Association links your CallGraph Skype recorder with your online account.
Are the files automatically sent to the server?
No. The files are saved to your hard disk and are not sent anywhere by CallGraph Skype Recorder.
Why is CallGraph free? How do you guys make money?
With our transcription service. CallGraph Skype Recorder is provided as a tool so that you can record your conversations easily and then order transcripts if you want to.
Is commercial support available?
Yes. Please contact us for a quote.
Are white labeled/customized versions of CallGraph available?
Yes. Please contact us with your requirements and we'll get back to you.
Can I make feature requests?
Yes! Please drop in a line here. We cannot promise to implement them but we will definitely consider them.
How can I edit my records?
The records can be edited with any standard audio editing program. Please try out Audacity. It is a free, open source application and had advanced editing capabilities.
Will other VoIP clients be supported in the future?
Its not on our road map at the moment. Please consider ordering a customized version.
Where to send feedback/questions?