Convergys Newsroom
Print This Page Email a Colleague
Back to Newsroom

DIRECTV Extends Partnership with Convergys to Provide Relationship Management Services, Raise the Bar on Customer Experience, and Enhance Business Performance

June 02, 2009

(Cincinnati and El Segundo, CA; June 2, 2009) - - - Convergys (NYSE: CVG), the major provider of relationship management services to DIRECTV  (NASDAQ: DTV), will continue to deliver and enhance these services for DIRECTV’s more than 18 million customers under a new two-year Master Service Contract.

Providing customer service support for DIRECTV since it launched in 1994, Convergys solutions continues to drive improved customer satisfaction and loyalty through live-agent inbound consumer support programs that meet a wide variety of service needs ranging from information and services changes to billing and account inquiries and setup.

“DIRECTV takes great pride in delivering the best service to its customers,” said Ellen Filipiak, Sr. vice president, Customer Service, DIRECTV, Inc. “We look forward to continuing to work with long time partners such as Convergys to further improve customer care and satisfaction.”

"The satellite and cable industry is highly competitive and the consumer brand experience is a key differentiator for companies in this space.  Based upon our long and mutually-beneficial relationship with DIRECTV, we will continue to provide the superior customer service experience that has helped DIRECTV regularly earn high scores for customer satisfaction as measured by the American Customer Satisfaction Index," said Jim Boyce, Convergys President, Global Business Units.  "Our highly-trained care specialists operating from Convergys' integrated contact centers will provide the comprehensive, world-class customer management DIRECTV needs to keep its revenues and subscriber counts growing.”

With more than 30 years of relationship management experience in the communications industry, Convergys partners with clients to understand customer segment needs, develop customer experience strategy, and improve operational effectiveness through a mix of agent assisted and self-service solutions.  Our unique global delivery model enables us to provide support – onshore, offshore or near shore – whether in a contact center or through our home agent model.  We also provide our clients with state of the art infrastructure and self-service automation technology to meet their customer needs.  The net results are increased customer satisfaction, reduced customer churn, reduced costs, and profitable growth, all of which create a sustainable competitive service differentiation in the marketplace for our clients.

DIRECTV, Inc. (NASDAQ:DTV - News), the nation’s No. 1 satellite television service, presents the finest television experience available to more than 18 million customers in the United States and is leading the HD revolution with more than 130 HD channels – more quality HD channels than any other television provider. Each day, DIRECTV subscribers enjoy access to over 265 channels of 100% digital picture and sound, exclusive programming, industry-leading customer satisfaction (which has surpassed all national cable companies for eight years running) and superior technologies that include advanced DVR and HD-DVR services and the most state-of-the-art interactive sports packages available anywhere. For the most up-to-date information on DIRECTV, please visit

About Convergys

Convergys delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world. Visit to learn more about us.

Supporting Resources:

Follow us on Twitter and Facebook.

To receive Convergys news releases by email, click on


Robert Mercer, DIRECTV, Inc.
(310) 726-4683 or

John Pratt, Convergys Business and Financial Media
+1 513 723 3333 or

Jeff Hazel, Convergys Trade Media
+1 513 723 7153 or

Print This Page