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

“Want to pass along some comments I have gotten from several users regarding the 800 Mhz meeting yesterday. I've heard folks indicate that it was the most "informative" and "productive" meeting on this subject that they've ever attended. I too thought that it was well organized and presented in an easy to understand manner for the average user. Thanks!”

Radio Operations and Committee Member - 911-Dispatch, Metro County