Case Study: Senior Helpers achieves a 43% increase in conversion rates with Invoca

Senior Helpers uses Invoca automated quality assurance to score agent phone calls at scale and improve coaching

Senior Helpers, a leading in-home senior care provider, needed a better way to consistently score agent phone calls across its contact center locations and improve coaching. Before Invoca, the team relied on secret shopping and small samples, which made it hard to find coachable moments, standardize scripts, and identify where calls were being lost.

Using Invoca’s automated quality assurance, call recordings, and call review console, Senior Helpers began scoring 100% of calls with AI-driven, unbiased feedback. The vendor also helped the team flag missed sales opportunities and coach agents more effectively, leading to faster training and a more data-driven process. As a result, Senior Helpers increased conversion rates by 43%, including one office improving from 11% to 54% in six weeks.

Senior Helpers

Sean Simpson

Franchise Operations Manager