In 2020, Liveops set out on a mission to create a single source of truth for its agent records, which cover 10,000 to 20,000 independent contractors depending upon the time of year. In the past, agent rosters, which include data such as contact information, clients they serve, and payment records, were located across disparate systems—from internal call center and client platforms to Google, Excel, and SharePoint. 

As the company grew and began to serve larger, enterprise-level clients, they knew they needed a way to streamline and track their agent data in one central location. According to Denise Ortiz, Senior Manager, Solutions Services, “As we continued to grow, this thorn in our side became harder to ignore. We needed better insights into our agents to gain visibility into key areas such as the hiring, training, application, and production processes, as well as learning why agents stayed longterm versus what caused attrition.” 

Ortiz knew that they would never get over 20,000 agents by adding more support members to handle an ineffective system. “We want to retain our agents and keep them highly engaged. If we don’t understand why they’re leaving, we will never learn how to inspire them to stay.”