Rogers Business Support Group (BSG)

Company Description

Rogers Communications Inc. is a diversified Canadian communications and media company engaged in three primary lines of business. Rogers Wireless is Canada’s largest wireless voice and data communications services provider and the country’s only national carrier operating on the world standard GSM and HSPA technology platforms. Rogers Cable is Canada’s largest cable services provider, offering cable television, high-speed Internet access, and telephony offerings for residential and business customers and operating a retail distribution chain which offers Rogers branded wireless and home entertainment products and services.

The company was started in 1960 when Ted Rogers purchased a struggling FM radio station and turned it into a success. Currently, Rogers has 30,000 employees in Canada, assets of $10.1 billion, with 94% (7.4 million) of the Canadian public covered by Rogers wireless.

Call Center Description

• 5 call centers
• Certified site is located in Toronto, Ontario
• Call center seats total approximately 260
• Serves medium to large corporate and commercial wireless customers across Canada. Handles fairly high call complexity in a B2B environment

SQM 2009 Awards

• Call Center World Class Certification (Central)
• CSR of the Year Winner (Valerie Gervais)
• Supervisor finalist for Supervisor of the year (Susan Fordyce & Lucy Isherwood)
• Highest Customer Satisfaction by Specific Industry - Telecommunications/TV

SQM 2008 and Prior Awards

• CSR Finalists for CSR of the Year (Arpitha D’Souza & Silvana Padulo) (2008)