When Home Care Delivered began exploring ways to modernize their contact center operations, they weren’t looking for an overnight AI transformation story. They were looking for something much more practical and sustainable: a way to turn quality management (QM) into meaningful coaching, without overcomplicating the process.
As a healthcare-focused organization operating in a complex contact center environment, Home Care Delivered knew their QM efforts were incredibly important. But despite significant investments of time and energy across the organization, the impact wasn’t showing up where it counted the most: in agent behavior and performance.
They approached that challenge deliberately, took ownership early, and began seeing measurable results within their first two months using Cresta.
When QM Effort Doesn’t Translate to Coaching Impact
Prior to selecting and deploying Cresta, Home Care Delivered’s QM process looked familiar to many contact center teams.
Coaches were spending the vast majority of their time listening to a small fraction of calls, Greg Weeda, Director of Patient Care Services at Home Care Delivered, shared with us"90% of the coach's time was listening to calls, attempting to score them, hitting rewind. And then 10% of their time was actually communicating the results of all that work to the rep.”
The result wasn’t a lack of effort, but rather a lack of leverage. QM efforts didn’t scale well, coaching coverage was inconsistent, and leadership had limited confidence and visibility that critical behaviors were happening on every call. The team knew that they needed to flip the equation: less time spent reviewing calls, and far more time spent improving performance.
Rather than making incremental tweaks to their QM approach, they saw an opportunity to modernize it entirely, starting with visibility, consistency, and measurable coaching effectiveness.
Why Cresta
During their evaluation period with Cresta, two things immediately stood out.
First was performance visibility. The ability to move seamlessly from team-level dashboards to individual agent performance gave the team confidence that coaching and scoring could be done both fairly and consistently.
Searchable transcripts and hints changed how quickly teams could review calls and take action. Greg shared, “You can jump right into your coaching process. You just spent five seconds finding the problematic call instead of an hour. We’ve seen targeted problematic behaviors get cut by up to 90%, just by having that dashboard available.”
Next up was scorecard flexibility. Compared to manual third-party reviews, Cresta made it easier to add, adjust, and manage scorecard criteria dynamically. That flexibility mattered, especially for a team that wanted to move fast and refine as they learned.
Home Care Delivered was intentional about their focus from day one. Rather than trying to deploy everything at once, they prioritized:
- Getting scorecards right
- Enabling coaches early and often
- Starting with a manageable, high-impact use case
Starting Small – and Ramping Quickly
The initial plan was intentionally focused: begin transcribing both recurring orders (“recur”) and intake calls, while concentrating the first QM build solely on “recur”. As recur calls are simpler and high volume, with address verification as a clear early use case, they were a practical starting point for rule-building and behavior tracking.
But because both call types were already being transcribed from the start, the team had the flexibility to adjust quickly when priorities shifted. Shortly before launch, intake became the primary focus for the QM build. That pivot didn’t slow the team down; the foundation was already in place, allowing Home Care Delivered to shift on a dime and move forward with confidence.
That flexibility became an early proof point for the rollout. The QM build for intake proved successful so quickly that the team was able to expand QM back into recur soon after, supported by the fact that both use cases were already being captured and made visible in Cresta.
Operations Analyst Savannah Verne played a central role in that early success, beginning to configure rules and scorecards even before formal bootcamp. “The online training courses did a fantastic job of creating a foundation where I could watch how to do it and then I could just intuitively go through the process and build rules as I thought of them.”
Enablement followed the same pragmatic approach: two agents were brought in early with minimal training, and soon became trainers for the rest of the team. Coaches were similarly enabled quickly and began their new approach to coaching as soon as configuration was complete.
What Changed Once Coaching Began
Once coaching was underway, the team gained visibility into behaviors they had previously assumed were happening consistently.
"There were very basic behaviors that we thought were happening on 100% of calls, based on previous traditional QA results. When we flipped the switch and started measuring them, we learned they were probably happening 70% of the time. Just by monitoring them, making it visible, and targeted coaching, we saw those numbers approach 100% within a couple of weeks.”
QM shifted from assumption-based oversight to data-backed coaching, grounded in what was actually happening on calls, and where agents actually needed support.
Early Results That Built Confidence
Within just two months of using Cresta Quality Management and Cresta Coach, Home Care Delivered saw measurable improvements:
- Address confirmation behaviors increased by 34%, tracked through rules rather than subjective accuracy scoring
- Overall agent performance improved by nearly 10%
- Gains were observed across nearly every scorecard metric
- New, advanced behaviors were implemented and successfully measured at record speed
The impact extended beyond agent performance. By translating business logic into rules and evaluating every applicable call against that logic, leaders gained a clearer view into how behaviors aligned with business intent.
Questions like, “Why was this call marked ‘no’?” often led to productive discussions about whether the rule needed to change, whether coaching needed to evolve, or whether a best practice should be applied more broadly.
“It’s very rewarding to install a new idea and see granular, at-a-glance data that shows us how adherence improves as agents get used to the new requirements,” Greg shared.
These conversations helped Home Care Delivered refine both its rules and its coaching approach, turning unexpected findings into new best practices.
Looking Ahead
The team is now exploring additional Cresta capabilities, including interpretation services, Agent Assist for checklist-style guidance, and AI Analyst for faster research and insight generation. These next steps are informed by early wins and concrete data, not rushed expansion.
For Home Care Delivered and Cresta, this partnership is just getting started. Learn how other leaders across industries are
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