August 2006

MGt, the UK’s leading support services provider to the digital TV and broadcast industry, has been officially accredited by the Customer Contact Association (CCA).

The standard is awarded to contact centres which conform to a rigorous set of criteria and that achieve consistently high levels of customer satisfaction. Since its inception, 120 contact centres have received this accreditation.

The accreditation recognises MGt’s excellent customer service, its dedication to best practice and the way the company handles recruitment, performance management, training, employee involvement and working conditions .

MGt has a strong framework to build upon, ensuring that KPIs and metrics are delivered consistently across all operations. This guarantees that the business continues to deliver outstanding customer service and enables MGt to keep in line with what is deemed to be best practice in customer contact centres.

CCA launched the Standard Framework for best practice in November 2001. It is a guide to support and develop internal processes which ensure improved performance and increased customer satisfaction. It is rigorous and its principles cover effective internal processes, improved performance, increased customer satisfaction and increased employee satisfaction.

MGt are using the standard to provide a framework within which expectations of efficiency and customer service can be fulfilled.

MGt provides a comprehensive range of sophisticated and innovative paid user content services, such as subscription content on demand, a la carte pay-per-view, video-on-demand, premium subscriptions and on-demand buys. These services enable the broadcaster to optimise the viewer experience whilst at the same time maximise revenues.

High-Profile™ clients such as Sky, Freeview, NTL, Top Up TV, Discovery Networks, Sony Entertainment, Setanta Sports and Zee rely on MGt’s expertise to look after their subscription management and viewer relationships. The company manages the entire customer lifecycle on behalf of clients from acquisition and fulfilment to connection and payment .

“ Delivering an end-to-end experience which helps achieve customer satisfaction is underlined by the continued commitment to professionalism by the customer contact industry and we are delighted that MGt has achieved accreditation,” said Anne Marie Forsyth, Chief Executive of CCA.

“MGt is committed to providing the highest level of service, both for our staff and our customers, so I’m delighted that this has been formally recognised by the CCA,” states Jonathan Guthrie, Chief Executive of MGt. “The accreditation gives us an additional framework to build upon as we continue to grow our business and its people, ensuring we continue to deliver outstanding customer service.”