1 Collection Job Aid

2 is, without doubt, one of the most revolutionary enhancements made to modern communication in the last several decades. Its flow, speed, and functionality for data exchange and document exchange have been a real boon to strengthening customer relationships. On the other hand, if you cannot organize this powerful tool effectively, it can bring you some troubles too. Still, can you imagine life without ? Why Rogers/Fido encourages customers to register to Online Billing and why we ask for address? Supports a corporate-wide effort to move to digital communications Facilitates significant cost savings (vs. traditional communications channels such as print) addresses on file allow order confirmations to be sent along with information about special offers/promotions to customers as well as financially impacting changes made to a customer’s account via . IQ Links Confirm Address Update and Validate Contact Information The average cost of a printed and mailed communication is $1. This compares to about $0.08 for an communication. Collection is Important

3 Collection – When to ask? Rogers listened to 100 calls to get a better understanding why our collection efforts have not resulted in a 100% collection rate. In all 100 calls listened to during this study, customers who refused to give their address to an agent do not volunteer a reason for the refusal. o Therefor it is important to probe the customer and use the positioning that is available in IQ. Asking for a customers Address at the End of a call is more effective than asking at the Start of the call! Adding a Customers (Success Rate)Confirming Customers (Success Rate) Beginning of CallEnd of CallBeginning of CallEnd of Call 19%31%57%89%

4 Benefits of Collection CUSTOMERROGERS Receive confirmations for service/feature and hardware changes. Information at the customers fingertips Improve the customer experience Stay up to date with Rogers Sales and Promotions Customized communications tailored to each customer Keeps the customer up to date on current events Account management, customers can easily organize s Reduce Repeat Calls Service levels improvements Reduce customer churn Significant corporate savings in paper costs Collection – What are the benefits?

5 Every 3 months the Reconfirm indicator in ICM will switch to “on”. When it does you are required to ask the customer for their address. Why is it so important to confirm the customers address if the Reconfirm indicator is on? We want to ensure that the address we have on file for the customer is current. Customer will be able to receive all the benefits of having an up to date and current address on file. Customers change their address for many reasons Name Change Starting a New Business Escape Junk More Space Better Service IQ Link Reconfirm Indicator One in three people change their address once a year, due to changing ISPs, switching jobs or just trying to out-run the spammers. Reconfirm Indicator

6 The Reconfirm Indicator applies to any level contact calling in when the indicator checkbox is checked. The following 5 options are presented in the View contact Window Declined –Customer Refused to provide Invalid – provided is invalid (do not select) No – Customer does not have an address. Provided – address has been provided and entered into the address field. Not yet Requested – Default (Do not select) Note: Declined button will remove an existing address on the account. An IT fix will be going in for Feb 2013 to correct this issue. Only select “Declined” if the customer has asked that we do not keep their address on file Reconfirm Indicator Continued Customers address already on File RogersCustomerSelectionResult DO“Mr./Mrs. Customer the address we have on file from you is is this still a valid address for you?” Yes No “Please provide me with your new address” Provided on file will not be deleted and has been confirmed to be correct DON’T“Mr./Mrs. Can you please provide me with your address? NoDeclined will be removed completely from ICM and we will no longer have address on file for that customer. If there is an address already on file in ICM ALWAYS confirm the address with the customer, NEVER ask if they would like to provide or update their address. A customer will be more inclined to correct an incorrect address if they are asked to confirm it.

7 Common Questions What should you do if a customer does not want to provide/update their address? You may find that no matter what you do a customer will not provide an address, in some cases the customer will simply not have an address to provide. In other cases the customer will have an address but will be reluctant to provide it. There are a few ways to overcome this: Pick an appropriate time to ask the customer for their address. If the customer is worried about receiving marketing material, advise them they can opt out at Rogers.com. Provide the customer with the benefits of having their updated address on file. If the customer is concerned that we are asking them for their to often, advise that we want to ensure we have the correct on file. Again sell the benefits if necessary. If the customer is worried about spam or address sharing advise them that Rogers respects their privacy and will not share their outside of Rogers. What should you do if a customer does not want to provide/update their address? You may find that no matter what you do a customer will not provide an address, in some cases the customer will simply not have an address to provide. In other cases the customer will have an address but will be reluctant to provide it. There are a few ways to overcome this: Pick an appropriate time to ask the customer for their address. If the customer is worried about receiving marketing material, advise them they can opt out at Rogers.com. Provide the customer with the benefits of having their updated address on file. If the customer is concerned that we are asking them for their to often, advise that we want to ensure we have the correct on file. Again sell the benefits if necessary. If the customer is worried about spam or address sharing advise them that Rogers respects their privacy and will not share their outside of Rogers. The reconfirm indicator in ICM is on, when should I ask the customer for their address? You can ask the customer for their address at anytime during a call. Having said that we have found the best time to ask a customer for their address is at the end of the call. At the start of a call a customer will be reluctant to provide or update their address as this is not their primary reason for calling Rogers. Opportunities to collect a customers address can happen at anytime during a call, the key is to spot the opportunities! The reconfirm indicator in ICM is on, when should I ask the customer for their address? You can ask the customer for their address at anytime during a call. Having said that we have found the best time to ask a customer for their address is at the end of the call. At the start of a call a customer will be reluctant to provide or update their address as this is not their primary reason for calling Rogers. Opportunities to collect a customers address can happen at anytime during a call, the key is to spot the opportunities!

8 Customer Inquiries and Objection Handling

9 Uknow2 s Uknow2 is a highly effective tool that uses a customers to share information that they need to solve their problem or answer their questions! It is a great resource for agents to find answers and immediately deliver them to our customers. Some of the benefits of uknow2: Easy to use Fast and accurate Customer will not call back for the same answer **TIP** You will need to collect the customers address in order to send them a uknow2. Why not take this opportunity to update ICM and confirm that the address is current. Link to uknow2 The number one answer currently being ed to our customers is: “How do I redeem my mail in Hardware Upgrade coupon?”

10 Transactional s are one of the most important s that we send to a customer. This ensures customer that we have processed their request and in turn avoids the repeat call to the call center. The only requirement is the customer must have an up to date address in ICM! “Mr./Mrs. customer I have completed your price plan change. You will be receiving an within the next two hours to confirm the changes we made on your account. The address I have from you is is this the correct address for you”? Customers who have provided an address will receive a Transactional Confirmation whenever a financially impacting transaction is made to their account: Hardware order: New Activations, HUP, HPG, CTN & 2nd line activation/deactivation Price Plan, SOC & Discounts changes (including Retention/Loyalty offers) - Immediate and Future Dated Block & Unblock of Text Messages and Data, BAN level and CTN level adjustments Add/Remove Lost/Stolen Block, Add/Remove Roaming Block IQ Link Transactional Confirmation Millions of Transactional Confirmations (TEC) are sent each year to customers. Transactional Confirmation (TEC)

11 Hotmail, Yahoo Mail and Gmail together account for well over 1 billion users. More than 294 billion s are sent and received daily. Well over 100 trillion s are sent per year. 3.5 million s are sent per second. 90% of the trillions of messages are spam or viruses. Spam costs businesses over $20 billion in decreased productivity and technology expenses. Retailers send an average of 16 s per subscriber in “busy” months. Average campaign volumes increased 20% in 2012 over 2011 levels open rates are down 2% from (Mean: 20.1%) 2012 click through rates are up 1% from (Mean: 5.2%) 77% of us want to get marketing messages via ; and there’s no close second place. 36% of all s are opened on a mobile device. In 2011 there were over 400 million people who used smartphones or tablets to access .