AI QA for call centers and BPOs

QA on every call. Not a sample.

Sillana plugs into your dialer, listens to every recording and scores it against your scorecard. Compliance, sales skills and customer service, with the exact quote behind each mark.

Book a demo Try it with your own call

Upload a recording or paste a transcript and see the full scorecard.

Example scored call
Outbound Sales scorecard
Agent: Sam R. · 6 min 42 sec
82/100
Recording disclosurePass
Discovery questionsPass
Objection handlingPartial
Confirmed next stepsMissed
Coaching: The customer said "I need to talk to my wife first." Sam moved on. Ask what she would want to know and offer a three-way call.
Connects to RingCentralAircallDialpadConvosoReadyModeCallToolsAny dialer by API

How it works

From recording to coaching note, hands off.

1

Connect your dialer

Add a webhook or paste an API token. New recordings flow in as soon as each call ends. No dialer on the list? Send calls through the REST API.

2

AI listens and scores

Each call is transcribed with speakers separated, then judged line by line against your scorecard. Every mark comes with the quote that earned it.

3

Coach from facts

See scores by agent, the criteria your floor misses most and the calls that need a human ear first. Auto-fail calls rise to the top.

What it scores

The factors your QA team already grades. On all of your calls.

Start with the built-in scorecards, then edit every criterion, weight and auto-fail rule to match each client.

Script and compliance

  • Agent and company introduction
  • Recording disclosure
  • Identity and right party verification
  • Opt-out and do-not-call requests honored
  • No misleading claims

Sales skills

  • Rapport and a clear reason for the call
  • Discovery before the pitch
  • Pitch tied to what the customer said
  • Objection handling
  • Asking for the sale and confirming next steps

Customer service

  • Empathy and active listening
  • Understanding the issue
  • Resolution and ownership
  • Hold and dead air etiquette
  • Talk ratio, pace and interruptions

Built for outsourcing

One floor, many clients, one standard.

A scorecard per campaign

Each client has its own script and rules. Give each dialer or campaign its own scorecard and weights.

Proof for your clients

Show clients quality on all calls, with quotes, instead of asking them to trust a handful of manual reviews.

Your QA team, pointed

Reviewers stop hunting for bad calls. Sillana flags auto-fails and red flags so people spend time coaching.

Book a demo

See it score your own calls.

Tell us which dialer you use and how many seats you run. We will set up a workspace with your scorecard and walk you through the results.