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Sitel Renews Customer Service Support Contract with DirecTV

Satellite Technology

Satellite Technology Feature Article

November 30, 2009

Sitel Renews Customer Service Support Contract with DirecTV

By Kelly McGuire, TMCnet Editor

With the recent discussion of what the future holds for DirecTV (News - Alert), the nation’s number one satellite television service, many were wondering what was in store for the popular service.

And, when DirecTV Group Inc. Chairman, John Malone, said that he wouldn’t rule out the possibility of a takeover by either telecom major AT&T or Verizon (News - Alert), it only fueled the fire.

Now, Sitel, a business process outsourcing, or “BPO,” provider has renewed its contract with the satellite provider, as a result of the company’s successful year in 2004. 

Bert Quintana, global chief operations officer for Sitel, said that, in today’s competitive marketplace, strategic companies recognize the importance of creating customer loyalty through exceptional customer service and easy access to technical support.

“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,” Quintana said.

Sitel officials also said that the company renewed the contract allowing DirecTV which will allow Sitel to continue to provide customer care and technical support to DIRECTV’s more than 18.4 million customers.

Ellen Filipiak, senior vice president, Customer Service, DIRECTV, said that the company prides itself in delivering the best customer experience possible. 

“Sitel has been a key partner in ensuring our customers’ needs are met accurately, completely and on the first call,” Filipiak said. “We are pleased to continue working with a company that shares our commitment to customer service excellence.”

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.

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire

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