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

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014

Etihad Airways Expands its Al Ain Contact Center, Opens a New Facility in the UAE

UAE airline Etihad Airways expands contact center capabilities to provide improved customer experiences. [ Read More ]
08/28/2014

CGS Receives ISO 9001 Certification

Recently, CGS received ISO 9001:2008 certification for its United States and Romania Contact Center quality management systems. According to the company, this certification came along after an independent registrar thoroughly evaluated the company. [ Read More ]
08/28/2014
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!