Convergys Corporation, a provider of relationship management services to DIRECTV, has announced plans to continue to deliver and enhance services for DIRECTV’s more than 18 million customers under a new two-year Master Service Contract.

Convergys (News - Alert) has been providing customer service support for DIRECTV since it launched operations in 1994. The company’s solutions are used by the satellite TV provider to drive improved customer satisfaction and loyalty through live-agent inbound consumer support programs that are designed to meet a wide array of services, 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., in a Tuesday statement. “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,” said Jim Boyce, Convergys President, Global Business Units, in Tuesday’s statement.

“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.

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,” added Boyce.

Convergys offers its clients more than 30 years of relationship management experience in the communications industry. The company partners with clients in an effort to understand customer segment needs, develop customer experience strategy and to improve operational effectiveness through a mix of agent assisted and self-service solutions.

With a unique global delivery model, Convergys is able to provide support in a contact center or through its home agent model. The company provides its clients with state-of-the-art infrastructure and self-service automation technology to meet customer needs. As a result, customer satisfaction is increased, customer churn is reduced and profitable growth continues.

This extension of the partnership between Convergys and DIRECTV demonstrates the success these two companies have experienced in their relationship thus far. Convergys has a strong presence in the global customer service space. As companies continue to struggle in the financial pressures of the global recession, an increased focus on customer service is critical to survival and the ability to embrace the coming recovery.