Customer Service Team Garners Praise for MTS

MTS receives FCR Improvement Award from SQM, 11 MECCA People Awards, and two MECCA Organizational Awards

Stock Symbol:  MBT

WINNIPEG, Nov. 19, 2012 /CNW/ - MTS, Manitoba's leading full-service communications provider, is collecting kudos for its customer service.

SQM Group, a leading North American call centre industry research firm, recognized MTS for First Call Resolution (FCR) Improvement on November 16 at an awards gala in Las Vegas, Nevada. This honour is awarded to call centres that have a five per cent or greater annual improvement in their 2012 FCR scores. SQM Group benchmarks over 450 leading international call centres annually.

"We are proud to receive this recognition for our focus on providing customers with a superior customer experience," said Kelvin Shepherd, President MTS.  "Since launching our First Contact Resolution initiative, we have made considerable and measurable improvements to our customer experience. The number of customers receiving resolution on their first contact with MTS exceeds the telecommunication industry average, and we are working hard to make it even better. "

MTS employees were also honoured at the Manitoba Customer Contact Association (MCCA) annual awards gala in Winnipeg on November 15. MTS's Customer Care team won two Manitoba Excellence in Customer Contact Achievement Organizational Awards for Training & Development and Performance Management along with 11 People Awards given to individual customer service representatives and managers who demonstrate customer service excellence.

MCCA is an industry association made up of business leaders in the contact centre industry whose members are devoted to the development and sustainability of a growing, healthy and dynamic workforce.

"We have an incredible group of people serving our customers day in and day out and these awards are a testament to their passion, dedication and knowledge," added Mr. Shepherd. "I'd like to congratulate all of our Customer Care employees on these significant accomplishments."

About MTS
MTS is the leading full-service communications provider for residential and business customers in Manitoba. 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.  A technology leader, MTS operates advanced wireless networks delivering the best coverage for Manitobans with its 4G, CDMA and Wi-Fi wireless networks and is investing to build out its extensive fibre-to-the-home network in over 20 Manitoba communities. MTS's momentum is fuelled by the knowledge, skills and spirit of its 3,000 Manitoba-based employees. With over 100 years of operations, MTS is rooted firmly in the community and is a proud sponsor of the MTS Centre, home to the NHL's Winnipeg Jets. MTS is wholly owned by Manitoba Telecom Services Inc. which is listed on the TSX (trading symbol: MBT). For information on MTS's products and services, please visit www.mts.ca.

Forward-looking Statements Disclaimer
This news release includes forward-looking statements and information (collectively, the "statements") about the Company's corporate direction, business opportunities, operations, financial objectives and future financial results and performance that are subject to risks, uncertainties and assumptions. As a consequence, actual results in the future may differ materially from any conclusion, forecast or projection in such forward-looking statements. Therefore, forward-looking statements should be considered carefully and undue reliance should not be placed on them. Examples of statements that constitute forward-looking information may be identified by words such as "believe", "expect", "project", "should", "anticipate", "could", "target", "forecast", "intend", "plan", "outlook", "see", "set", "pending", and other similar terms.

Factors that could cause anticipated opportunities and actual results to differ materially include, but are not limited to, matters identified in the "Material assumptions" section below, the "Risks and uncertainties" section, elsewhere in the Company's 2011 Annual MD&A and 2011 Annual Information Form, all of which are available on SEDAR at www.sedar.com.

Please note that forward-looking statements reflect Management's expectations as at the date hereof. The Company disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise, except as required by law.

 

SOURCE: MTS Allstream

Media:  

Chelsea Ross Corporate Communications
[phone]
[email protected]