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 RYLA Teleservices
An SJF Ventures Portfolio Company
Mark Wilson, CEO
Woodstock, Georgia
www.rylateleservices.com
A provider of value-added call center services for clients like information provider giant D&B and LexisNexis, Ryla Teleservices in Woodstock, Georgia began operations in September 2001, but was able to open its own facility and hire more staff with the help of a $700,000 investment by CDVCA member SJF Ventures in 2002-03. Based in both Durham, North Carolina and Philadelphia, Pennsylvania, SJF is a $30 million venture capital fund that invests in enterprises whose rapid growth provides high-quality entry-level employment in the Eastern United States.
Ryla held a ribbon-cutting ceremony for its new Providence, RI facility on March 16, 2005. The facility will employ 100 in a low-wealth neighborhood of Providence.
From the beginning, Ryla has been distinct in three ways: its focus on business to business clients, particularly those in the commercial credit & financial (CCF) information industry, its cutting-edge technology which keeps it on par with the big companies it represents, and its willingness to dedicate time and attention to the human capital side of the business.
Ryla's associates work in dedicated teams and are trained in the particulars of the client company they are representing, conducting data research/collection and market surveys, answering customer service calls, fulfilling telephone orders among a number of "inbound" or "outbound" teleservices. In a short time, the company has grown rapidly, with 114 employees in early 2005 and more than $7 million in revenues. A key to that growth has been its success in recruiting, training and retraining entry-level employees, many of whom are new to the workforce and live in small communities north of Atlanta.
One of the fastest growing sectors in the nation, call centers have created 5 million new jobs in the U.S. since 1990. But call centers are notorious for their high staff turnover. A recent industry survey by William M. Mercer, Inc. found that the annual turnover among entry-level representatives was 73 percent and among team/group managers was 78 percent. Much of this stems from low pay, lack of training, high stress of fulfilling "call quotas" and limited opportunities for upward mobility.
Ryla Teleservices offers its employees competitive wages, health insurance (RYLA pays 70 percent; employees pay 30 percent), high quality training opportunities and significant advancement possibilities. At RYLA, promoting from within is part of the company ethic and associates who perform well are given opportunities to coach their peers. RYLA employees also receive discounts on gym membership and enjoy regular RYLA-sponsored workshops, such as a "Dress for Success" workshop led by a local clothing store or the scheduled personal finances workshop to be led by a financial planner. With help from SJF Ventures, Ryla now offers a broad-based stock option plan.
SJF Ventures Fund Profile
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