Top 10 U.S. Metro Daily Newspaper Audience Development Improves Service and Sales

Metro Daily Newspaper’s Audience Development Operations, including Direct Sales, Telemarketing Sales, Customer Service, and Delivery Operations
Assess, redesign, and implement new workflows, processes, policies, procedures, and organizational structure

27% increase in customer retention
10% reduction in complaints; 48% decrease in second complaints
12% drop in poor service stops
49% improvement in average speed to answer inbound calls
76% improvement in time sales reps spent talking with prospects
51% decrease in call abandonment rate
Cancellations within 28 days dropped by 41% for direct sales and 12% for telemarketing
30% reduction in stops due to solicitor misrepresentation
Increased efficiencies and profits from improvements in process, performance and productivity

Developed a performance-driven environment, supported by mission statements, performance standards, and employee skills training
Implemented staffing and scheduling processes based on objective measurements
Improved processes for coordinating the roll-out of new promotions between departments
Implemented a productivity-based, performance-driven compensation structure for sales management and sales force
Implemented new sales/order entry methods designed to increase order quality and customer retention
Increased utilization of the ACD phone system through training focused on effective management of the system and its reporting capabilities
Standardized sales and delivery systems and practices
Reorganized and centralized customer service operations