Merced Systems to Enhance DIRECTV Call Center Performance
Redwood City, CA, March 31, 2010-- Merced Systems Inc., the leader in sales performance management and service performance management solutions today announced DIRECTV, the world’s most popular satellite video service, has selected Merced Systems software to manage call center performance for more than 6,000 agents across its customer service operations.
DIRECTV will use Merced Systems’ Merced Performance Suite to manage key performance indicators and coaching to drive behavior change across its contact center operations. With Merced Performance Suite, DIRECTV will be able to distribute personalized metrics and data directly to agents, execute on an advanced coaching and goal-setting programs, hold participants accountable on key action items, and correlate results to relevant improvement trends.
"Merced’s performance management solution will play an important role in our effort to continuously improve DIRECTV’s customer service,” said Ellen Filipiak, senior vice president, Customer Care, DIRECTV. “The software will enable us to provide our agents with the information they need to perform at the top of their game and consistently deliver a great customer experience.”
“In an increasingly demanding service environment, it is more important than ever for contact centers to provide exceptional customer service while keeping operational costs low,” said Mark Selcow, president of Merced Systems. “We provide our customers with solutions that allow them to create a true performance-based culture by standardizing and automating coaching processes, goal setting and pay-for-performance programs that drive accountability and help the front-line achieve its maximum potential.”
Merced Performance Suite is the leading frontline performance management tool used by Fortune 500 companies to improve efficiency and quality in sales and service organizations. DIRECTV chose Merced after reviewing its capabilities to support a true closed-loop process which promotes transparency, consistent execution, and, personal, as well as operational accountability. As a result, customer-facing operations are able to substantially improve productivity, boost revenue, and increase customer satisfaction.
About Merced Systems
Merced Systems is the leading provider of Sales Performance Management and Service Performance Management applications focused on improving operational effectiveness of sales forces and service organizations across a range of vertical industries. Merced Systems' award-winning products serve Global 2000 customers, and include advanced analytics and reporting, incentive compensation management, coaching, and other performance execution applications. With a strong track record of growth and delivering business impact to its customers, Merced Systems has been profitable for the past seven years. Merced Systems is a privately held company headquartered in Silicon Valley and London, with major customers in more than 20 countries worldwide. For more information on Merced Systems, please visit www.mercedsystems.com.
Media Contact
Leigh Anne Varney, Varney Business Communication, la@varneybusiness.com, 415.387.7250
