1. Mark Wilson create a Different
Kind of Telemarketer
Organizational Behavior
Case Presentation @ NSU
Md. Mostafizur Rahaman

2. CASE Summary
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.

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

4. 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.

5. 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

6. Success for Ryla Inc:
 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.
Source : Case & http://www.kennesaw.edu/commencement/pdf/wilson.pdf

7. Mark Wilsons Success
 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.
E2P2 Social and Professional Group
Source :http://www.kennesaw.edu/commencement/pdf/wilson.pdf

8. Mark Wilson’s personality
 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

9. 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.

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

11. characterize Mark Wilson’s abilities
 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.

12. Wilson’s personality and abilities in
Role to become successful
 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.