Organization Behavior North South University

Case Assignment On

Mark Wilson Creates A Different kind Of Telemarketer

Mark Wilson was all too familiar with the downsides of call center work. Wilson spent years managing call centers as an executive at the financial information publisher DUN & Bradstreet.

Profile of Mark Wilson & Personality

Mark Wilson in Ryla

Mark Wilson at Ryla’s call center headquarters, demonstrates that managing for a productive work environment can also include managing for employees’ well-being.

CASE Summary

In call center organizations there are tropically have bleak working conditions and high levels of employee turn over.

CASE Summary

Wilson thought that call center don't have to be this way and envisioned a dramatically different kind of customer contact organization which employee would be happy to work for company.

Established Ryla Inc.

Mark Wilson is an entrepreneur, investor and business leader focused on nurturing business innovation and applying his expertise to help guide others.

Wilson Founded Kennesaw-based Ryla Inc., a nationally recognized customer support and contact center with more than 5,000 employees and revenues in excess of $100 million. Building on the knowledge he gained from his 15 years with Dun & Bradstreet.

Wilson grew the business, adding call center locations around the country and creating thousands of full-time and seasonal jobs.

Source :http://www.kennesaw.edu/commencement/pdf/wilson.pdf

Mark Wilson has his own distinctive personality

Personality

He reserved a respect to the emotional values of the employee

He also adventures and imaginative regarding telemarketing company

Personality Founding Ryla

Mr. Willson takes the following measures which contributes a lot to founding Ryla

Proactive personality

Perseverance to searching financial support

Stock options for the employee

Leadership traits to motivate the employee

Open-door policy to make an impact of employees

Huge budget each year on retention

Sponsors charity events

Thanksgiving & holiday schedule

Personality Founding Ryla

Mr. Willson takes the following measures which contributes a lot to founding Ryla

Proactive personality

Perseverance to searching financial support

Leadership traits to motivate the employee

Thanksgiving & holiday schedule

Personality Founding Ryla

Mr. Willson takes the following measures which contributes a lot to founding Ryla

Stock options for the employee

Open-door policy to make an impact of employees

Huge budget each year on retention

Sponsors charity events

Create a sustainable work environment

Characterize Abilities

Strong ability to maintain open door policy

Organizational culture

Individual leadership ability to make the situation favorable towards his business interest

Characterize Abilities

New approaches provide excellent service to his customer,expand the company

Provide opportunities for employees

Keen interest to cares his employees, community and charity events

Personality & abilities play at Ryla

Mark Willson create a work environment at which his employees feel “like It” as the best Job for this he played an important role like supportive, caring, developmental environment for employees and providing excellent service to customer has helped Ryla to grow and prosper.

THANK YOU FOR BEING WITH US

ANY QUESTIONS PLEASE?

&

The Situation:

Ryla Teleservices tries to keep workers loyal in an industry known for high employee turnover.

How They Do It:An open-door policy allows employees to express ideas and concerns. Financial perks, seminars and events keep people motivated. The firm also focuses on helping workers rise through the ranks.

The Expense: Ryla spends as much as $250,000 yearly on retention -- less than what it would cost to keep hiring and training new employees each year.

Case Summary