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Topic: Memos Sent to Romenesko
Date/Time: 8/25/2006 4:13:35 PM
Title: Orlando Sentinel to outsource circulation calls
Posted By: Jim Romenesko
 
From: [Orlando Sentinel publisher] Waltz, Kathy
Sent: Friday, August 25, 2006 3:00 PM
To: OSC DL All Employees
Subject: Circulation Call Center Changes

This afternoon I want to share with all of you a change in the way we will handle circulation customer service calls beginning in November.

Today we announced that after careful study, the Orlando Sentinel has decided to outsource our circulation customer service calls to APAC Customer Service, a U.S.-based company with operations in the Philippines. The Los Angeles Times has successfully outsourced its circulation call center through this company for several years. Other Tribune newspapers also have decided to take this step.

While decisions like this are very difficult to make, this change will benefit our customers and our business in several ways. It will allow us to implement best practice customer service processes, utilize state-of-the-art technology including upgraded circulation and voice response systems, lower costs and provide expanded hours of operation.

This change will occur in November. We anticipate staff reductions in our Consumer Service Call Center will happen mostly through attrition and secondarily through position eliminations. Our Circulation management team and HR will work together with affected employees as the transition date approaches. These employees will have the opportunity to apply for other open positions within the company, and employees who have not found new positions in the company will be offered a separation package.

The remaining parts of our Subscriber Services division will remain in house. Our quality resolution function will stay intact and, in fact, grow from 2 to 6 employees, with the additional positions filled by affected Call Center employees. These folks will work closely with APAC and our distribution group to ensure the highest level of customer service. We will also continue to handle the retention and Teleservices out-bound call center functions locally.

We all know how important it is for the company to grow audience and increase our circulation. Currently underway are many new initiatives, such as discount pricing strategies for home delivery and single copy purchases, increased retail sales and door crews, added outbound telemarketing hours and expanded newcomer programs to help us do just that – and we are already seeing some positive trends. The intensely competitive media environment we find ourselves in and the changes happening within our industry make it even more important that we continue to look for better ways to meet the needs of our readers and advertisers. At the same time, we must also examine how we conduct business and how to provide the highest level of service each time we come into contact with a customer.

While change is always difficult, I’m confident we will manage this smartly, efficiently and responsibly. Thanks to all of you for your help in growing our circulation and readership. If you have questions, please see your manager.

Kathy Waltz

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