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

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
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!