Contact Center Solutions Featured Article

MTS Collects Honor for Excellence in Customer Service

November 21, 2012

Manitoba's full-service communications provider, MTS (News - Alert), 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 (News - Alert) service, voice services, home security, and an extensive range of business solutions.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Rich Steeves

Article comments powered by Disqus

Related Contact Center Solutions Articles

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!