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

REDESIGN RETAIL ADVERTISING SALES incentive programs, goal setting, communications, territory alignment, inbound sales/contact functions, improve service, quality and productivity

Project Focus

  • Redesign Retail Advertising sales incentive programs, goal setting, communications, and territory alignment
  • Redesign Classified Advertising incentives, goal setting, communications, and inbound sales/contact operations
  • Consolidate Classified and Circulation Call Centers to improve service, quality and productivity

Client Gains: Financial and Operating Benefits

Retail Advertising

  • 3.15% Increase in sales
  • 23.8% Reduction in incentives cost
  • 54%, 27% & 31% increases in accounts per Rep for National, Major, & Territory groups
  • Savings of $536,000 identified

Classified Advertising

  • 7% Increase in average revenue *
  • 32% Increase in average revenue per ad
  • 67% Reduction in abandonment
  • 76% Reduction in “after call work” time
  • 16% Increase over plan in inbound classified advertising calls per hour worked

* results achieved with 13% less staff (attrition unrelated to recommendations)

Circulation/Classified Call Center Consolidation

  • 21% reduction in staff
  • 13% increase in ad revenue
  • 11% increase in circulation
  • Savings of $681,095 identified

Key Changes that Supported Client Goals

  • Established & implemented new standards of performance
  • Updated workflows, functions, activities, procedures and practices
  • Designed new staffing & scheduling levels for management & staff with hours of operations set to meet service, quality & performance standards
  • Implemented daily performance management through a structured management reporting and communication system which included Key Indicator Reports and Daily Quick Huddles, trained staff & management on how to interpret and manage with the reports
  • Developed, coached & trained management & staff on appropriate roles & responsibilities that included defined routine days

Retail Advertising

  • Developed an incentive program balanced to performance and financial expectations
  • Re-aligned territories to balance account management and facilitate revenue growth

Classified Advertising

  • Designed and implemented category outbound sales groups
  • Physically and functionally consolidated inbound category contact groups into a single integrated contact center
  • Developed phone system requirements including ACD & IVR systems, and reporting and technical capabilities

Circulation/Classified Call Center Consolidation

  • Physically and functionally consolidated category contact groups into a single integrated contact center
  • Developed phone system requirements including ACD & IVR systems, and reporting and technical capabilities
  • Designed a comprehensive/integrated skill training program to facilitate call center consolidation
  • Negotiated with contractor for an “On-call pool” to cover absences and vacations
  • Designed integrated, tiered job responsibilities to support consolidation
  • Designed an integrated salary and incentive structure
Testimonials

“The County was fortunate to have Alliant on this project. Alliant is an organization of high standards and a strong moral commitment to its customers; that is something not often seen anymore. I have appreciated the opportunity to work with you and have learned much.”

Communications Manager - Major Metropolitan County Sheriff’s Department

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