Drellia Audit

Call quality questionnaires that score every conversation

A questionnaire is your QA scorecard, written the way your auditors already think: the questions to ask about each conversation, the answer that counts as compliant, and which misses deserve an alert.

Drellia applies the same questionnaire to every call and chat, so the standard does not depend on who reviews the call or which calls were picked for review.

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Drellia questionnaire with yes/no, multiple-choice and open-text questions, their compliant answers and high and medium alert types
A questionnaire: yes/no, multiple-choice and open questions, each with its compliant answer and, where it matters, an alert level.
Drellia evaluation detail with yes, no, multiple-choice and open-text answers next to the transcript of the call
The result: each answer marked compliant or not, beside the transcript it is based on.
What you get

Write the standard once, apply it everywhere

  • Three question types

    Yes/no, multiple-choice and open-text questions, each with a description that tells the evaluator what to look for.

  • A compliant answer per question

    Mark the compliant answer, or several compliant options for a multiple-choice question. Each evaluated answer is then compliant, non-compliant or N/A.

  • Alerts where it matters

    Link an alert type (low, medium or high) to the questions that must not be missed, and add up to 10 alerts checked against the whole conversation.

  • Questionnaires by department

    Each questionnaire belongs to a department, and conversations are evaluated with the active questionnaires of the employee's department.

  • Draft, active or archived

    Prepare a questionnaire as a draft, switch it on when it is ready and archive it when it is replaced.

How it works

From your checklist to scored conversations

  1. 01

    Write the questions

    Add each question with its description, choose its type and set the compliant answer.

  2. 02

    Flag what matters

    Link an alert type to the questions that should raise an alert when missed, then activate the questionnaire for a department.

  3. 03

    Score every conversation

    Drellia evaluates each call and chat against the questionnaire and shows every answer beside the transcript.

FAQ

Questionnaires: common questions

What is a call quality questionnaire?

It is the list of questions a quality or compliance auditor answers about each conversation, such as whether the agent verified the customer's identity. In Drellia, each question also defines the compliant answer, so every conversation gets a clear result per question.

Which question types can I use?

Yes/no, multiple-choice and open-text questions. Open questions capture a short answer in words, for example what the customer agreed to.

Which conversations does a questionnaire apply to?

Questionnaires belong to departments. A conversation is evaluated with the active questionnaires of the department its employee belongs to, whether it is a call or a chat.

Which languages can be evaluated?

Drellia evaluates conversations in Spanish and English.

Can I start from a template?

Yes. The free call QA questionnaire template in our resources has 14 editable questions with their answer type, compliant answer and alert.

AI call auditingAlertsLow, medium and high alerts when a flagged question is missed, with the exact quote from the conversation.AI call auditingDashboardsCompliance by employee and department, alerts and trends, in tabs you arrange yourself.Conversation analytics chatData questionsAsk about compliance, employees or campaigns in plain language and get a summary with a chart.

Bring your scorecard, see it applied to every call

Book a 20-minute walkthrough and see it with examples from your own industry.

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