Top 10 Canadian Newspaper Audience Development

IMPROVE OPERATIONAL PERFORMANCE to better serve its audience and advertisers, and to protect and grow its market share

Project Focus

• Newspaper telemarketing sales, single copy, and delivery operations
• Redesigned and implemented standardized work-flows, processes, policies, procedures and organization structure
• Increase service, retention, quality and performance while reducing costs

Client Gains: Financial and Operating Benefits

• 19% reduction in cost per order (from $47.8 to $38.7)
• 162% improvement in sales per hour in TeleSales (from .67 to 1.76)
• 186% improvement in TeleSales close percentage (from 2.02% to 5.78%)
• 28% improvement in grade of service
• 25% overall improvement in productivity
• 16% increase in Single Copy Sales
• 20% reduction in returns (from 30% to 25%)
• 33% reduction in abandon calls (from 3% to 2%)

Key Changes that Supported Client Goals

• Implemented a compensation and incentive model
• Standards of performance that are customer and quality focused
• Workflows that eliminated 79% of the processing redundancies
• Eliminated 39% of all forms through consolidation and improved electronic processing
• Eliminated 40% of management reports through consolidation and simplification
• Implemented MOD (Manager on Duty) to ensure presence for staff on weekends
• Redesigned the floor plan to facilitate workflows and processes  resulting in improved performance, quality, service and employee morale
• Upgraded scripts and trained TSR’s on online edition to increase overall sales
• Redefined Single Copy sales territories to increase sales and dealer performance
• Revised DM start time to facilitate distribution workflow and carrier communication
• Updated route lists to ensure accuracy for carriers
• Designed and implemented a carrier contract package reducing admin activities for the DM’s

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