The Contact Center circulation site is ready to meet the needs of circulation professionals throughout the newspaper industry. Whether it’s in-house rewards, database marketing, telemarketing training or best practices, this work-in-progress site can keep you up to date on the latest trends and methods.
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| The Circulation section of the NAA Contact Center site is constantly being updated with exciting ideas for your business. Please check back often for updates! |
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| File Name: | Description: | PDF Download: |
| Performance Standards |
"How fast are you answering the phone?"
The application of technology and call tracking has positioned customer service departments to set consistent standards for benchmarking and the performance has become almost standardized across newspapers. |
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| 2005 Call Center Conference Presentation |
Telemarketing changes since October 2003.
PowerPoint format with slide notes. |
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| 2005 Call Center Conference Presentation |
Telemarketing changes since October 2003.
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| Contact Center Manual |
As contact-center managers develop their strategies for the next generation, several principles should guide decision making and provide the foundation for planning. | |
| In-house Process Improvements |
Chapter 1 - Database Marketing; Chapter 2 - Personalizing AP Declined Letters; Chapter 3 - Processing Check by Phone; Chapter 4 - Checking Voicemail; Chapter 5 – Billing; Chapter 6 - Timecard Processing/Monthly Bonus/Commission Calculation | |
| Outbound Training |
Training outlines and quiz for outbound sales reps and telemarketing supervisors. | |
| Rewards and Recognition |
Recognizing people who excel in your department. | |
| Sample Award Certificate |
For outstanding retention and reacquisition efforts. | |
| Sample in-house award |
You could be a STAR... | |
