Sillana compared with manual QA
Manual QA reviews a sample of calls. Sillana scores every call and sends people to the ones that need a human.
| Manual QA | Sillana | |
|---|---|---|
| Share of calls reviewed | A sample, often a few calls per agent per week | Every recorded call |
| When feedback arrives | Days later, if the call was picked | Minutes after the call ends |
| Evidence for a score | The reviewer's notes | The exact quote from the transcript |
| Consistency | Varies by reviewer and needs calibration | Same scorecard applied the same way every time |
| Speech metrics | Judged by ear | Dead air, talk ratio, pace, interruptions and pickup delay measured |
| Cost grows with | QA headcount | Audio minutes scored, unlimited seats |
| Where people still matter | Doing all the listening | Coaching, calibration and judging the flagged calls |
How to work out the cost of manual QA
Monthly calls multiplied by minutes per review, divided by 60, gives the hours needed to review everything. Multiply by the hourly cost of a QA analyst. Compare that with the share of calls you review today to see how much risk goes unheard.
Questions
Does AI QA replace QA analysts?
No. It replaces the listening. Analysts spend their time on the calls that were flagged, on calibration and on coaching, instead of picking random calls to review.
How accurate is AI call scoring?
Each mark comes with the quote that earned it, so a reviewer can check any score quickly. Accuracy depends on clear criteria; vague criteria produce vague scores for people and AI alike.
What does it cost compared with manual QA?
Manual QA cost grows with the number of reviewers. Sillana is priced by audio minutes with unlimited seats. The calculator on the home page compares the two for your own numbers.
Try it on your own calls
Start a 7 day free trial and upload a few recordings, or tell us your dialer and we will set it up with you.