Case Study: Rogers achieves 93% up-sell growth in six months with Achievers' RCAC Rewards program

How Rogers used online rewards to double sales in six months

Rogers Communications, Canada’s leading telecom provider, needed a way to motivate Retail Fulfillment Call Center reps to consistently up-sell and cross-sell during modem and cable box activations after commission plans failed to work. The challenge was to drive incremental sales, increase product penetration and prove ROI without using cash commissions.

In July 2009 Rogers partnered with Achievers to launch Rogers Care and the RCAC Rewards online points program, letting reps submit up-sells on the platform and instantly earn points redeemable for merchandise, travel and gift cards, while supervisors tracked activity in real time. The program delivered rapid impact: a 93% increase in additional-service submissions, ROI within two months, and 69% rep participation after six months, prompting added supervisor bonuses to further boost adoption.

Rogers