Manitoba's full-service communications provider, MTS, is collecting kudos for its customer service. On November 16 at an awards gala in Las Vegas, Nevada, a North American call center industry research firm, SQM Group, recognized MTS for First Call Resolution (FCR) Improvement.
Call centers that have a 5 percent or greater annual improvement in their 2012 FCR scores receive this honor. Annually, SQM Group benchmarks over 450 leading international call centers.
"We are proud to receive this recognition for our focus on providing customers with a superior customer experience. Since launching our First Contact Resolution initiative, we have made considerable and measurable improvements to our customer experience," said Kelvin Shepherd, president of MTS.
He added that the number of customers receiving resolution on their first contact with MTS exceeds the telecommunication industry average, and it is working hard to make it even better.
November 15, at the Manitoba Customer Contact Association (MCCA) annual awards gala, MTS employees were also honored. Two “Manitoba Excellence” in Customer Contact Achievement Organizational Awards for Training & Development and Performance Management were awarded to MTS's Customer Care team. Also, 11 People Awards given to individual customer service representatives and managers who demonstrate customer service excellence.
Made up of business leaders in the contact center industry, MCCA is an industry association whose members are devoted to the development and sustainability of a growing, healthy and dynamic workforce.
Shepherd concluded that serving its customers day in and day out, it has an incredible group of people and these awards are a testament to their passion, dedication and knowledge.
In Manitoba, for residential and business customers, MTS is a full-service communications provider. The company's suite of products and services include the latest in wireless technology, high-speed Internet, an award-winning IPTV service, voice services, home security, and an extensive range of business solutions.
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