Mark Wilson create a Different Kind of TelemarketerOrganizational Behavior Case Presentation @ NSUMd. Mostafizur Rahaman

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.

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.

CASE Summary

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.

Established Ryla Inc.

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

Beyond growing his business from an operational perspective, Wilson focused on building a culture within the company. For his staff, he sought to provide “the best job you’ve ever had.” This guiding principle paid off. The benefits could be seen in low turnover, high performance and continual recognition. The company’s many accolades include listing in the Wall Street Journal’s top workplaces, the Atlanta Business Chronicle’s fastest-growing company for 2009 and the Inc.5000 list of the nation’s fastest-growing private companies for four consecutive years.

Success for Ryla Inc:

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

His vision and leadership have earned Wilson a number of prestigious honors, including

Ernst & Young’s Entrepreneur of the Year Award ® for 2010 and

TiE Atlanta’s 2010 Entrepreneur of Year. He serves on the Georgia Kaiser Permanente

Executive Advisory Board and is a member of the Young Presidents’ Organization & E2P2 Social and Professional Group.

Mark Wilsons Success

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

E2P2 Social and Professional Group

Mark Wilson’s personality Wilson’s personality and the situation

he was in have contributed to his founding of Ryla

characterize Mark Wilson’s abilities Wilson’s personality and abilities in

Role to become successful

Mark Wilson’s personality

own distinctive personality, reserved a respect to the emotional values of the

employee of telemarketing, adventures and imaginative regarding telemarketing

company. curious and strives to think to create a different kind of

customer contact organization where employee would be happy to work.

He is intellectual and also holds unconventional beliefs. Over all Mark Wilson belongs an openness to

experience personality and proactive. As well as he likes to think about human being.

Mark Wilson’s personality

According to his imagination he want to founding Ryla But the situation is not favorable for him due to retention can be a big challenge for many small companies. Under this circumstances Mr. Willson takes the following measures which contributes a lot to founding Ryla:

Proactive personality perseverance to searching financial support to Ryla leadership traits to motivate the employee Thanksgiving & holiday schedule. open-door policy to make an impact of employees are free to talk and

can give feedback. He declared a huge budget each year on retention, including a full-time

associate for employee development to reduce employee turnover. Also sponsors charity events, another way employees are engaged to

work together toward a goal. He introduces for the employee who stay on for three years and meet

attendance and performance goals may be given stock options.

Wilson’s personality and the situation he was in have contributed to his founding of Ryla

Mark Wilson belongs distinctive and dynamic and proactive personality. He is able to change the situation with his extra ordinary capabilities which are as follows:

He is able to create a sustainable work environment and organizational culture.

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

Has strong ability to maintain open door policy. Willson has keen interest to cares his employees,

community and charity events. Willson always lookout for new approaches and projects

to provide excellent service to his customer, expand the company and provide opportunities for employees.

characterize Mark Wilson’s abilities

With the distinctive and dynamic personality 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. This is how Ryla got recognition in business press.

Wilson’s personality and abilities in Role to become successful