Major Metropolitan Newspaper – Classified Advertising Department

INCREASE ADVERTISING REVENUE, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs

Project Focus

Assess, redesign and implement new workflows, practices, procedures and organization structure to improve quality, service and productivity, and reduce costs in the classified sales, administration and accounting departments.

Financial and Operating Benefits

• 21% increase in revenue per hour worked generating millions of dollars in increased revenue
• 41% increase in calls handled per hour worked
• 21% increase in calls offered
• 33% reduction in calls abandoned
• 21% reduction in hours worked
• 33% reduction in makegoods
• 1% reduction in adjustments

Key Changes

• Designed and implemented operational model with new roles, responsibilities and routine days for Sales Managers, Sales Reps, and Sales Associates, which provided Sales Managers and Sales Reps with increased time selling and up-selling customers rather than performing administrative functions
• Developed and implemented a departmental mission statement that incorporated sales and service standards of performance
• Developed and implemented a staffing and scheduling methodology that supports customer call patterns
• Developed, trained and implemented training for inside sales representatives
• Developed, implemented and trained manager/supervisors on how to read and utilize phone statistics for service, quality and performance improvement
• Developed and implemented an upgraded adjustment policy
• Implemented daily measurement of results through a management reporting and communication system which included key indicator reports
• Designed and implemented a management training program that focused on effective sales and call center management skills in the redesigned environment
• Consolidated and eliminated forms and work processes resulting in six digit annualized cost reduction
• Consolidated redundant positions

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