Top 10 U.S. Metro Daily Newspaper Classified Advertising

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

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

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