Convergys and DIRECTV Extend Customer Service Contract Through 2006
CINCINNATI, OH - Convergys Corporation (NYSE: CVG) and DIRECTV Inc. announced the execution of a Master Service contract which provides for Convergys to continue the delivery of world-class customer service to DIRECTV's more than 11.5 million customers. The contract will run through the end of 2006 and replaces the existing agreement that would have expired at the end of 2003. Convergys has been the major provider of customer management services to DIRECTV since it launched its service in June 1994. Specifically, Convergys entertainment consultants will continue to provide customer management services for DIRECTV and will utilize Convergys' Point of Service Evaluations capability to monitor "real-time" customer satisfaction. Additionally, DIRECTV has the option to add other high value technology services provided by Convergys such as Advanced Speech Recognition and Convergys Interactive Alerts. Convergys currently has more than 4,500 entertainment consultants dedicated exclusively to the DIRECTV account in several locations. "Convergys has done an excellent job supporting the rapid growth of our business over the past nine years. This new agreement reflects the changes in our business, while continuing to provide excellent service at competitive rates," said Bob Meyers, executive vice president of customer satisfaction for DIRECTV Inc. "Our number one customer satisfaction ranking in the J.D. Power and Associates 2002 Cable/Satellite TV Customer Satisfaction Study, as well as our top rating in the American Customer Satisfaction Index (ACSI) for the second consecutive year, reflects the excellent job Convergys is doing for us." "Convergys leverages unsurpassed contact center capabilities and value-added customer support to provide the comprehensive, world-class customer management DIRECTV needs to keep its revenues and subscriber count growing," said Jack Freker, president, Convergys Customer Management Group. "Continuing our long and mutually-beneficial relationship with DIRECTV reflects Convergys' innovative, customer-focused approach. This approach combines advanced information management technologies and efficient communication channels with highly-trained customer care specialists operating from Convergys' integrated contact centers."