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
