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

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014

New TSYS Contact Center to Open in Georgia

Columbus, Georgia-based credit card and payment processor TSYS has announced they are making preparations to open a new contact center in McDonough, Georgia. The new contact center, located near Atlanta, is expected to open positions for up to 450 employees. [ Read More ]
09/17/2014
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!