- AFFINA Client Since:
- 2005
- Transaction Types:
- B2B / B2C
- Client Industry:
- Publishing
- Services Provided:
- Inbound Customer Service, Field Sales Support, Outbound Follow-up
After careful review of several other leading outsourced service providers, this official publisher of the Yellow Pages and White Pages directories in 14 states partnered with AFFINA to manage consumer affairs management. Through more than 250 directories, this company provides local and national advertisers with industry-leading directory and Internet solutions. The client's consumer services department was given the direction to have the program live within just sixty days. AFFINA quickly developed a project plan and successfully had the program live on time, just 60 days after our project kick-off.
Today, our consumer affairs management solution is divided into an inbound team as well as an outbound team and serves three types of customers, including prospective small business advertisers, current advertisers, and front-line directory users. The inbound team responds to current advertisers inquiring about billing-related issues and customers needing assistance in locating numbers and listings in their respective areas. The outbound team serves as a field sales support unit. After the client's sales representative secures a new advertiser, an outbound CSR places a call to the new advertiser. During this interaction the CSR works with the business owner to gather information and create the optimal online advertisement per their contract. Once complete the CSR carefully reviews the advertisement for accuracy, posts it online and contacts the originating sales representative to notify that the advertisement is complete.
AFFINA constantly focuses on process improvement and cost savings for all our clients and we applied our streamline approach to this client as well. On a quarterly basis our operations team implemented program initiatives to reduce average handle time goal by one minute thereby reducing the client cost per contact. Based on our vast industry experience, our team focused on this particular metric as we knew we could reduce this client goal set by the previous provider and carried over to AFFINA. Our dedicated and tenured operations team combined multiple solutions to decrease the cost per contact including designing and implementing new call processes, implementing an electronic faxing solution, IVR script revisions, and CSR skill routing. By focusing on average handle time reduction, AFFINA saved the client more than $250,000 in the past 15 months.