Senior Helpers uses Invoca to score agent phone calls at scale

"Invoca has helped us scale our coaching process, so we can give each employee tailored training to help them develop their skill set."

Sean Simpson

Franchise Operations Manager, Senior Helpers

The Mission

Senior Helpers is a leading provider of in-home senior care with over 12,000 employees. Its mission is to provide compassionate care and improve the quality of life for its clients, their families, and its employees.

The Challenge

In the past, Senior Helpers could not consistently score agent phone calls at its contact centre locations. They relied on secret shopping, which was prone to sampling bias, as the team could only evaluate a small number of phone calls with this method. In addition, it was difficult to locate coachable moments and make the right adjustments to scripts. Senior Helpers needed a way to scale call scoring so it could improve agent coaching and standardise the call experience across locations.

The Resolution

Scoring Agent Calls at Scale with Automated Quality Assurance
With Invoca, the Senior Helpers team no longer has to rely on secret shopping to evaluate agent performance. The solution uses AI to automatically score calls according to the organisation’s criteria. As a result, the Senior Helpers team receives accurate, unbiased call scores for 100% of phone calls, instead of a small sample.

As a franchise operations manager, I often have to diagnose the health of different offices. I always start the process by reviewing service inquiry calls — they’re critical because they’re the very first interaction a potential customer has with our business. Invoca has given us the ability to score agent performance at scale and quickly identify issues. It’s a much more data-driven approach than secret shopping.

Sean Simpson, Franchise Operations Manager at Senior Helpers

Soon after starting with Invoca, Simpson noticed many agents weren’t using a proper close to ask for the sale. This was leading to missed opportunities. To fix the issue, he set up a Signal in Invoca to flag when this was happening, so he could coach agents accordingly. This adjustment allowed Senior Helpers to significantly increase revenue at several locations.

Using Call Recordings and Call Review Console to Improve Coaching
In the past, Senior Helpers didn’t have a solution to record its phone calls. This made it hard to coach agents, as they lacked concrete examples to pull from. Now, with Invoca, the team can automatically record and transcribe 100% of phone calls, regardless of how they were routed or where they originated.

“Invoca’s call recordings have been valuable training tools — you can’t argue with the sound of your own voice,” said Simpson. “When I review recordings with agents, it isn’t shameful, it isn’t a finger-pointing exercise — it’s a collaborative effort to help them improve. We press play, we listen, and then we press pause to discuss as a group. This approach has helped us raise the bar and improve performance across the board.”

Senior Helpers also uses Invoca’s call review console, an intuitive interface that displays the call scorecards alongside transcripts so that managers can quickly digest the meaningful moments in each call.

Invoca’s call review console has been a huge time-saver for us. It helps us quickly and easily identify coaching moments — we no longer have to spend hours searching for calls to use in training sessions. It now takes minutes. We can use the call review feature to hand out praise and afford teaching moments in staff meetings, one-on-ones, and performance reviews too. The calls are in real time so we don’t have to sort through weeks and months. We can explore a call from the same day!

Sean Simpson, Franchise Operations Manager at Senior Helpers

One office in particular was having a difficult time converting calls. With the help of Invoca, Simpson increased their conversion rates from 11% to 54% over six weeks. At another location, Simpson played ten calls from the prior month where the agent didn’t ask for the business when given the opportunity. That figure was not only quantifiable — it was alarming. Another location discovered calls bouncing around with eventual hangups. The increased attention and focus on quality calls and conversions has shaped how the Senior Helpers team trains and coaches agents from day one.

“I say the same thing to all the agents I coach: if you own a convenience store and someone walks in, they’re usually going to leave after they buy something. You should think of them as a customer when they walk in the door. The same applies to a phone call. You have a prospect who’s called you for help — don’t let them hang up without a purchase.”

Improving Agent Development and Retention
Hiring and onboarding new contact centre agents costs significantly more than retaining existing staff. However, many contact centres struggle to mitigate turnover, as it can be challenging to scale training for dozens or even hundreds of agents. Invoca has helped Senior Helpers avoid this pitfall and develop agents more effectively.

If you get a good employee, you want to do everything you can to retain them — the turnover cost is too high. That starts with giving them the right training to succeed. Invoca has helped us scale our coaching process, so we can give each employee tailored training to help them develop their skill set. It has also helped us create career plans — for example, after someone has been on the frontlines for a while, they can start training new hires as part of their progression. It has really helped us improve morale.