Alliant Consulting Aligning people, processes and metrics to meet your business goals.

IMPROVE EFFICIENCY AND EFFECTIVENESS of the in-bound customer contact operations across all categories of Classified Advertising

Project Focus

  • Classified Advertising Sales at a Large Daily Newspaper
  • Develop and implement comprehensive operational  recommendations for inbound contact activity across all categories of classified advertising
  • Improve service, quality, and productivity through operational changes

Client Gains: Financial and Operating Benefits

  • 7% increase in average revenues within the context of a coincidental 13% staff reduction through attrition
  • 32% increase in average revenue/ad
  • 67% reduction in call abandonment
  • 76% decrease in “after call” work time
  • Increase of 16% beyond plan in calls handled per hour

Key Changes that Supported Client Goals

  • Established new standards of performance
  • Developed incentive program linked to performance expectations
  • Updated workflows, functions, activities, procedures and practices to support new standards
  • Consolidated ad-category contact groups into one physically and functionally integrated inbound contact center
  • Redesigned staffing and scheduling models for management and staff, with hours of operations geared to new standards for service, quality and performance
  • Developed a structured reporting and communications system of Key Indicator Reports and Daily Quick Huddles, and trained staff and management on using and interpreting the data to improve performance on a daily, ongoing basis
  • Developed and delivered training and coaching to managers and staff on appropriate roles and responsibilities, including “routine day” definitions
  • Developed phone system requirements, including ACD and IVR systems, including technical and reporting capabilities