A system and method for facilitating transcription of an audio recording,
with auditing. An IVR (Interactive Voice Response) unit makes a set of
audio recordings of a caller's input during a call. The set of audio
recordings is stored in a database and queued for transcription by remote
agents. The recordings are forwarded to a first agent who listens to the
audio and completes a form with text corresponding to the audio. The
system then determines whether to audit the first agent's transcription
by having another agent transcribe the same set of recordings. The
recordings may be re-queued and transcribed multiple times, until two (or
more) of the transcriptions match, or until some threshold number of
transcriptions have been obtained. An agent may contact the caller (e.g.,
via telephone or electronic mail) if a recording cannot be fully
transcribed.