strongContact Center Agent Loyalty Can Be Improved According To Ryla/strong

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					Contact Center Agent Loyalty Can Be Improved According To R
National Customer Service Week Also a Time to Focus on Agent Retention

10.05.2009 – Offering job flexibility, including shortened work weeks in the contact
center environment, is a strong way to build agent loyalty, according to (Ryla Inc.), a   Twitter Pitc
leading domestic provider of outsourced call center and customer contact solutions.       U.S. Contact c
                                                                                          flexibility and j
                                                                                          to Ryla.
Ryla which employs more than 2,000 agents in its Atlanta area and Saraland, AL.
call centers. The company has launched an employee ‘ideas’ intranet which serves          News Facts
as a vehicle for agents to provide feedback and suggestions to senior leadership.           Ryla, www.
According to many of the Ryla agents, having the ability to work four, 10-hour days, is     domestic pr
a greater benefit than higher salaries. Agents also want to be alerted about internal       solutions to
job opportunities through vehicles such as online job boards.                               and govern
                                                                                            In April, Ryla
                                                                                            500 full-time,
With National Customer Service Week kicking off today in the U.S. and the U.K.,
                                                                                            service posi
organizations that run contact centers have an excellent opportunity to recognize
                                                                                            positions for
agents who deliver excellent service and resolve a variety of customer issues, said
                                                                                            center facilit
Mark Wilson, Ryla co-founder and CEO.
                                                                                            Ryla’s emplo
                                                                                            percent, we
“As a company that is dedicated to delivering excellent customer service, Ryla has to       average of l
ensure our employees have the tools they need to succeed, including a work
environment that best fits their lifestyles,” Wilson said. “The conventional wisdom       Resource Li

was that money was a key motivator. Today, we see this is not always the case.
                                                                                          Tags
Oftentimes, there are non-monetary changes that contact centers can implement             agent retent
that go a long way in building agent retention and loyalty.”                              contact cent
                                                                                          Service Wee
As a result of the agent feedback, Ryla now offers four-day work weeks to agents
who fit certain criteria. This change follows the spring launch of an incentive-based
program in which Ryla agents can win a variety of prizes, including a television and a
new car.


Founded in 2001, Ryla continues to have an annual employee retention rate that
tops 70 percent compared to industry averages of 29 percent or less. This agent
retention, in turn, produces better trained agents who are able to deliver the highest
level of service to customers.




About Ryla
Ryla Inc. is a leading domestic provider of value-added customer contact services
for Fortune 500 companies, government agencies and nonprofit organizations
requiring Excellent Interactions Every TimeSM. Ryla delivers a range of customized
customer contact services, including inbound customer care, tech support, help
desk, outbound data collection, surveys, automated messaging, retention programs
and back office process support. Additionally, Ryla delivers on-demand, project-
based solutions requiring quick ramp-up for crisis response, seasonal retail and
political needs. Headquartered in Kennesaw, Ga., Ryla is ranked as one of the
fastest growing private companies in the nation by Inc. magazine. For more
information, visit www.ryla.com.


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http://pitch.pe/27949


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About Ryla, Inc.
Ryla Inc. is a leading domestic provider of value-added customer contact services
for Fortune 500 companies, government agencies and nonprofit organizations
requiring Excellent Interactions Every TimeSM. Ryla delivers a range of customized
customer contact services, including inbound customer care, tech support, help
desk, outbound data collection, surveys, automated messaging, retention programs
and back office process support. Additionally, Ryla delivers on-demand, project-
based solutions requiring quick ramp-up for crisis response, seasonal retail and
political needs. Headquartered in Kennesaw, Ga., Ryla is ranked as one of the
fastest growing private companies in the nation by Inc. magazine. For more
information, visit www.ryla.com.


Contacting Ryla, Inc.
Ryla, Inc.
2120 Barrett Park Drive, NW
Kennesaw, 30144
1.888.YES-RYLA
Website: http://www.ryla.com

Press Contact
Jackie Parker
Office: 404-929-0091 ext. 220
Email: jparker@arketi.com

Interview Request
Jackie Parker
Office: 404-929-0091 ext. 220
Email: jparker@arketi.com




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