Every customer support call, scored
Service quality measured on every ticket call, not a weekly sample. Sillana listens to every recording and checks it against your scorecard, so the risky calls surface the same day.
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Why sampling misses the calls that matter
Support quality is usually judged from a few reviewed tickets and a survey with low response rates. Scoring every call shows whether policies were stated correctly and whether upset customers left resolved.
What Sillana checks on every call
- Issue understood and summarized
- Correct policy given on returns and refunds
- Empathy when the customer is upset
- Resolution and next steps confirmed
Calls it flags for review
- Wrong refund or return policy given
- Issue not summarized back to the customer
- No empathy when the customer is upset
- Call ended without a next step
Each flag links to the exact quote in the transcript, so a manager can confirm it in seconds and coach the same day.
Questions about QA for customer support
How is this different from CSAT surveys?
Surveys reflect a small share of customers who choose to answer. Sillana scores every recorded call against the behaviors you define, with evidence from the conversation.
Can it check that agents gave the right policy?
Yes. Add your policies to the knowledge base and Sillana checks answers against them, flagging calls where the agent said something different.
Does it measure dead air and hold time?
Yes. Speech metrics like dead air, talk ratio and interruptions are measured from the audio for every call.
See also: Sillana compared with manual QA, free QA scorecard template, QA cost calculator.