Save time
QA analysts stop listening at random
Drellia scores every call against the program's questionnaire. Analysts start from the alerts and the failed questions, each with the quote from the call.
Done with Alerts BPO & contact centers
QA on every call of every client program, with per-program results you can share with each client.
Give each client program its own questionnaire, score every call instead of a sample, and bring per-program results to the client review. Voice agents take the reminders and confirmations your floor has no seats for.
- One questionnaire per client program
- Agent scorecards and rankings
- Voice agents for overflow campaigns
What changes
Time, performance, cost and customers: what Drellia changes for your team.
Improve performance
Feedback on every call during ramp-up
New agents get a result on every call from their first week, question by question, so team leads coach the exact step that is missed instead of waiting for the next monitored call.
Done with Dashboards Save money
Coverage grows with calls, not QA headcount
Scoring a 5-minute recorded call against a 10-question questionnaire uses 0.3 credits. Checking every call becomes a usage cost, not a hiring plan.
Done with Questionnaires Customers and compliance
The same standard for every end customer
Greeting, verification, resolution and tone are checked on every call, so the experience your client's customers get does not depend on which calls QA happened to pick.
Done with Questionnaires Use cases
BPO & contact centers: the calls Drellia takes on.
Each use case starts from how the work runs today, shows the part of Drellia that handles it and what your team gets out of it.
Audit
One questionnaire per client program
- Today:
- Every client brings its own script and QA form, and one QA team keeps them all up to date.
- With Drellia:
- Set up each program as a department with its own active questionnaires. Each call is scored with the questionnaires of its agent's department.
- What you get:
- Every client is measured against their own standard, as long as each agent sits in that program's department.
Audit
Client scorecards backed by every call
- Today:
- Clients ask about quality across the whole program, while QA has listened to a small share of it.
- With Drellia:
- Filter the dashboards by department, questionnaire and dates to see compliance per question, alerts and trends. Schedule a CSV export for each client.
- What you get:
- The monthly review starts from the whole program, and every number traces back to calls.
Audit
Coaching new hires while it still matters
- Today:
- New agents learn from a handful of monitored calls, and the same mistake repeats for weeks.
- With Drellia:
- Every call adds to the agent's results. Open an evaluation to see each answer beside the transcript.
- What you get:
- Team leads coach from what was actually said, while the call is still recent.
Audit
Handle-time pressure without skipped steps
- Today:
- When AHT targets are tight, verification and mandatory statements are the first steps to go.
- With Drellia:
- Link high alerts to the steps a client treats as mandatory. Each alert shows the agent, the question and the quote.
- What you get:
- You see which steps get skipped, on which program, before the client does.
Voice agents
Overflow outbound: reminders and confirmations
- Today:
- Short, repetitive outbound calls take seats from programs that need people.
- With Drellia:
- Run them as voice agent campaigns inside the client's calling hours, with retries, a cap on concurrent calls and transfer to a person when needed.
- What you get:
- Your agents stay on the complex calls, and every AI call has an outcome and a transcript to report on, plus the recording when recording is on.
Chat
Answers for the client meeting
- Today:
- A client asks a question the standard report does not cover.
- With Drellia:
- Ask Drellia Chat, for example “Which questions failed most often on this program this month?”
- What you get:
- A summary and a chart in the conversation, in the language you asked in.
A day with Drellia
The same work, before and after.
QA coverage
Today A few calls per agent per month, picked by hand.
With Drellia Every recorded call scored against the program's own questionnaire.
Client scorecard
Today Assembled in spreadsheets from the sample.
With Drellia Dashboards per department and scheduled CSV exports.
New-hire feedback
Today After the next monitored call.
With Drellia A result on every call, question by question.
Serious misses
Today Found if they land in the sample.
With Drellia A high alert with the agent, the question and the quote.
Outbound reminders
Today Agents pulled off their programs.
With Drellia Voice agent campaigns with transfer to a person.
Illustrative example
What a month could cost, worked out step by step.
An example with its assumptions in plain sight, so you can redo it with your own volumes. It is not a quote, and it does not claim any saving.
Illustrative example
Assumptions
- 400 answered confirmation and reminder calls a month, 3 minutes each on average
- 4,000 calls across client programs a month, recorded outside Drellia, 5 minutes each, scored against a 10-question questionnaire (billed per block of 10 questions, so the 7-question sample below costs the same)
- Not included: evaluating the voice agent calls themselves, Chat answers, transferred minutes and phone-line costs. Rates and prices as published on the pricing page.
If people did this work
- About 20 hours of talk time on the voice agent calls (400 × 3 min), before dialing, unanswered attempts and wrap-up.
- About 333 hours to listen to every audited call once (4,000 × 5 min). A hand-picked sample of 2 in every 100 would cover 80 calls.
Credits used
- Voice agent: 400 calls × 3 min × 1 credit per minute
- 1,200
- Audit: 4,000 calls × 0.3 credits (0.05 for the evaluation + 5 min × 0.05 credit per minute for transcription)
- 1,200
- Total per month
- 2,400 credits
Fits the Standard plan: 2,500 credits a month for €390 per month, billed yearly. That is about €0.16 per credit.
Real usage depends on your call volumes and lengths. See plans and credit rates
Sample questionnaire
What Audit would check on your calls.
A starting point to edit with your own rules. Each question has an answer type, the answer that counts as compliant and the alert a miss raises. Drellia scores every recorded call against it.
Customer service program check
7 questions-
Did the agent use the client's approved greeting?
- Answer type
- Yes / No
- Compliant answer:
- Yes
- Alert if missed:
- Low
-
Did the agent verify the customer's identity as the program requires?
- Answer type
- Yes / No
- Compliant answer:
- Yes
- Alert if missed:
- High
-
Did the agent read the mandatory statements for this program?
- Answer type
- Yes / No
- Compliant answer:
- Yes
- Alert if missed:
- High
-
Was the customer's request resolved on this call?
- Answer type
- Multiple choice
- Compliant answer:
- Resolved · Escalated correctly
- Alert if missed:
- Medium
-
Did the agent keep a professional, empathetic tone throughout?
- Answer type
- Yes / No
- Compliant answer:
- Yes
- Alert if missed:
- Medium
-
What was the reason for the call?
- Answer type
- Open answer
- Compliant answer:
- Captured as text, not scored
- Alert if missed:
- No alert
-
Did the agent offer further help and close the call properly?
- Answer type
- Yes / No
- Compliant answer:
- Yes
- Alert if missed:
- Low
FAQ
BPO & contact centers: common questions
Can we use a different QA form for each client?
Yes. Each program is a department with its own active questionnaires, and each conversation is scored with the questionnaires of its agent's department.
How do we share results with a client?
Filter the dashboards by the client's department, or export evaluations to CSV right away or on a daily, weekly or monthly schedule.
Does Drellia replace our QA team?
No. It scores every call, so your analysts spend their time on alerts, calibration and coaching instead of picking calls to listen to.
Can voice agents take outbound work for a client program?
Yes. A campaign calls a contact list inside the hours you set, retries unanswered contacts by your rules and can transfer the call to a person. Every call keeps its outcome and transcript, and its recording when recording is on for the campaign.
How is QA usage charged?
In credits. Scoring a 5-minute recorded call against a 10-question questionnaire uses 0.3 credits, transcription included. Plans start from €120 per month, billed yearly.
Other industries
Next step
See Drellia on your own calls.
Tell us how your operation works, and we will walk you through the use cases that fit it in a 20-minute demo.
Book a demo