Top 10 U.S. Metro Daily Newspaper Classified Advertising

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

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