QUESTIONS

You have questions. We have answers.

FREQUENTLY ASKED QUESTIONS

TECHNICAL FAQS

What type of files do you support?

Below is a list of the most common file types we work with. If your file type is not on this list, feel free to reach out to transcript@focusfwd.com and we will confirm we can work with it.

Video
MOV, MP4, M4V, MPEG, M1A, M1V, Q T, 3GPP, 3GPP2, WMV, ASF, FLV, SWF, AVI, AMC

Audio
MP3, WAV, M4A, WMA, AIFF, AU, FLA, A-52 (A C3), AMR, OGG, ADTS

How can I send audio files to you?

We offer complimentary, secure SFTP space for you to upload your files. Feel free to contact us by email or call us by phone and we will be happy to set you up and get you started.

Can you use my FTP/Link/third party site?

Yes! We understand that you may have your own preference for submitting audio and can accommodate. We work with all 3rd party sites, including but not limited to: facility audio, Dropbox, Box, your FTP site, and FocusVision links.

My files are highly confidential. How secure is your system?

Our file management system is password protected, uses machine learning to automatically classify and protect sensitive data, and automatically encrypts objects before storing them.

The Focus Forward team has signed confidentiality agreements with all our employees and transcribers. We have a Non-Disclosure Agreement we can sign with you, or if you have your own, we are happy to sign yours!

Do you have an API?

Yes! Our IT team can work with yours to set up an API (Application Process Interface) file transfer system. Please email us at transcript@focusfwd.com and we will set this up with you.

Do you offer redaction services for my transcripts and audio files?

Yes! Just let us know what you are looking to redact and we can make it happen!

PROCESS AND CONTACT FAQS

How do I order transcripts?

We make it simple!

  1. You can contact us by email or phone at rfp@focusfwd.com or 215-367-4000. We will set up your project in our system, answer your questions, and provide a quote.
  2. You can go to our website and click on the link: https://www.fftranscription.com/buy-now/ to pick your format, upload your files and pay for your transcripts.

How can I send audio files to you?

Please see the options below. We’re here to help!

Sales: rfp@focusfwd.com or call 215-367-4000
Technical Assistance: transcript@focusfwd.com or call 215-367-4040
Transcriber Assistance: transcripthelp@focusfwd.com or call 215-367-4040
Operational or Production Assistance: transcript@focusfwd.com or call 215-367-4040

I need immediate assistance. Can I call you on the weekend?

Yes, the project management team works 7 days a week and can assist you at any time. You can email us at transcript@focusfwd.com or call us at 215-367-4040 ext. 232.

Can you set me up with a dedicated team member who I can contact for transcription?

Yes! All clients have a dedicated team member for all your transcription needs. There is no need to reach out to several people as you will have a single point of contact for your project!

What happens when I send you the files?

Our project management team confirms receipt of the audio as soon as we receive the first file. We will assess the audio file, line up the best suited transcriber(s) for your project, and communicate with you through the life cycle of the project.

Once the file is transcribed, it goes through our Quality Control process and then is delivered to you. We transcribe all files simultaneously, so you can easily send us as many files at once and expect the same communicated deadline.

I need transcription in the future. Can I book you in advance?

Yes! Your account manager can add your project to our calendar. We will keep an eye out for the files and work with you closely to ensure a timely delivery.

Do I need to fill out an order form every time I have a project?

No! We can provide you with a dedicated team member who will work with you to set up projects, answer questions, and provide additional support. We can also provide you with your own personalized link that makes it easy to order your transcripts.

I need transcription now but only have 1 file rather than all of them. Can I start?

Yes! A dedicated project manager will work with you on your first audio file and will look for the remaining files as they are received. All files will be invoiced under the same project for ease and convenience.

What is the invoicing process?

We invoice most projects after transcription for all files is complete. You will receive your invoice upon completion of the project.

If your project is $300 or below, for your convenience we will send you your invoice to pay by credit card before the project launches.

ABOUT FOCUS FORWARD

What is your transcription capacity?

We have hundreds of transcribers across the US and Canada. We are capable of taking large projects all at once or over the course of time to meet your needs.

We also have a team of project managers, client services managers, and Quality Control staff dedicated to your project.

Where are you located?

We are based in Wayne, PA, just outside of Philadelphia, PA. Our transcriber team is across the US and Canada.

How long have you been in the business?

Focus Forward was founded in 2003.

What do existing clients say about you?

“We conduct the majority of our focus groups in the technology sector, and I am always amazed at how accurately Focus Forward transcribes my groups that are filled with complex technological terms and concepts. It’s rare that I ever need to edit their work, and that saves me an inordinate amount of time when writing my reports.”

LESLIE WILLIS
PROJECT MANAGER
CONSTAT, INC.

“Not only are the people at Focus Forward a pleasure to deal with, they are complete professionals who deliver what they promise, when they promise it”

EILEEN BLASS
FIELD DYNAMICS

“I am very pleased with the quality of the transcripts I have been receiving from you. And the speed you are turning them around.”

BONNIE BATES
TECHNICAL DIRECTOR
ICF MACRO

CAPABILITIES

I need accuracy. What makes you different?

All transcripts are managed, transcribed, and reviewed by a US based team. As you’re only as good as your last transcript, we take pride in our QA process and reviewing all transcripts before they are sent to you. We utilize our proprietary project management system to ensure all guidelines and project requirements are followed. Unlike other transcription companies, which outsource work or skim on time, we have a large team which has the capacity to review your files and ensure accuracy.

I need my transcripts by “X” date. Can you guarantee this?

Yes! We can meet every deadline! If you have a deadline and communicate this to us, we will ensure that we meet your expectations. We can provide turnaround as short as 3 hours and as long as 3 days depending on your project needs.

My company needs long term transcription for many years. What is your capacity?

With hundreds of US based transcribers, and a large team of project managers and QA staff, there is no project too large or small for our team.

I don’t know how to record my sessions. Can you help?

Yes! We offer a conference line which you can utilize for interviews and small groups. Once the call is over, we will begin the transcription process and send you the audio file. If interested, please feel free to call 215-367-4040 or email transcript@focusfwd.com.

I have my own transcription requirements. Can you do it?

Yes! We can reproduce and customize any transcription format! Just send us the specifications and a sample and we will be able to move forward. You can contact us as transcript@foucsfwd.com or call us at 215-367-4040.

Do you transcribe in foreign languages?

Yes! We provide transcription and translation services for almost every language. This includes but is not limited to: Spanish, German, Japanese, Chinese, French, and Portuguese.

You can email your request to rfp@focusfwd.com and we will be happy to provide a quote.

Do you provide Excel Transcription?

Yes! We were one of the first to pioneer this format and can provide Excel transcription for your interviews, groups, and short clips. We provide rigorous attention to detail and organization, ensuring that your Excel transcripts meet your quality and timeline standards.

Still have questions?

Feel free to contact us or for pricing, get an online quote.

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