Sitel, a leading global business process outsourcing (BPO) provider, today announced that earlier this year it renewed its contract with DIRECTV, the nation’s No. 1 satellite television service, to continue providing award-winning customer care and technical support to DIRECTV’s more than 18.4 million customers. The contract extension is the result of a successful outsourcing partnership that originated in 2004.
Through this contract extension Sitel will continue to drive improved customer satisfaction and loyalty through live-agent inbound consumer support programs that meet a wide variety of DIRECTV’s service needs, ranging from general customer care to complex technical support.
“DIRECTV prides itself in delivering the best customer experience possible,” said Ellen Filipiak, senior vice president, Customer Service, DIRECTV. “Sitel has been a key partner in ensuring our customers’ needs are met accurately, completely and on the first call. We are pleased to continue working with a company that shares our commitment to customer service excellence.”
“In today’s competitive marketplace, strategic companies recognize the importance of creating customer loyalty through exceptional customer service and easy access to technical support,” said Bert Quintana, global chief operations officer for Sitel. “For five years DIRECTV has entrusted Sitel with this critical component of their business and we look forward to continuing our relationship with DIRECTV to provide first-class customer support as they continue to cement their position as the leader in satellite television.”