Statement from Rogers spokesperson Paula Lash
January 22, 2018
Statement re: calls for the CRTC to hold a public inquiry
“We strive to deliver the best possible experience for our customers with products and services
that best meet their needs and budget. To do this, we believe in sales targets that are
achievable and sales tactics that are fair and transparent. There is no tolerance in our
organization for unethical practices – this applies to every team member, at every level. We
believe in needs-based selling and that means our agents are not expected to make a sale on
every call, or even on the majority of calls. We have a number of steps in place to ensure the
best possible experience for our customers. For example, we review our sales practices
regularly and host best practices training to ensure we continually improve. We regularly review
a large number of sales calls to ensure we are being clear and fair with our customers and we
hold quarterly focus groups to capture feedback. We also send our customers a confirmation
email after every purchase to confirm the order and we deduct any commission if a customer
returns a product or service within 90-130 days (depending on the product). We use Secret
Shoppers to monitor the quality of service for our customers and their experience. If an instance
arises where we can do better, we work with our team to make it right. We have clear processes
in place to swiftly identify and address any issues. We are very proud of our team and their
incredible commitment to serve our customers each and every day. As always, should a review
be initiated, we will participate.”
Background:
“We are also including information previously provided that has not been incorporated into the
reporting. We are providing it again for your ease of reference:
- Less than 5% of our sales agents are currently on a performance plan and only a
fraction of agents on performance plans relate to sales.
- For our Customer Care agents, totally about 4,500, virtually 100% of their compensation
is based on customer service metrics.
- If someone self-identifies that they are interested in purchasing a product or service from
us, they are routed to Consumer Sales, and compensation for our 800 sales agents is
largely based on base salary at 70%. Their 30% variable pay is based on sales targets,
and they need to achieve 60% of their sales target. Sales agents are not expected to
make a sale on every call, or even in the majority of calls.”