Major Regional Newspaper Requires Day-to-Day Management of Inbound Customer Service

The Client 

• One of the 10 most-read daily newspapers, a regional newspaper available throughout a major Midwest metro area; part of a parent organization dedicated to being the premier source of local news

The Challenge

• Provide delivery service inbound customer service - anticipating and responding to dynamic changes
• Manage delivery starts/stops
• Trouble shoot delivery issues
• Manage billing questions

The Solution 

• Staffing flexibility, ensuring the right skill set and knowledge at the correct levels to meet changing demands
• Customer Service Team equipped to resolve subscription, delivery and billing issues
• Program metrics, including response times and abandon call rates, established and measured
• High percentage of call monitoring

The Results

• Skybridge Customer Service Team represents this major newspaper’s delivery service, managing both day to day and crisis delivery issues
• Flexible staffing management system provides dynamic customer service support, adjusting on the spot to meet demand
• Development of a Specialized Billing Team to handle the more complicated or unusual questions
• Service level measures established to maintain quality and consistency are continually met

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