Contact Center Solutions Featured Article

Ryla, a provider of outsourced call center and customer contact solutions, is in the process of increasing local jobs, both full-time and seasonal, at its Kennesaw headquarters.

This announcement is making waves in a time where many companies are being forced into hiring freezes. Ryla is in a period of growth and expansion that has been consistent for the company since its founding in 2001.

Founder and CEO, Mark Wilson said in a Tuesday statement, “We’re fortunate to have built a strong customer base and good reputation that support us as our industry and our economic landscape changes. Our additions and expansions in some areas are absorbing the hits we’ve had to take in others.”


Wilson added, “We’ve been able to maintain existing team members, promote from within and add new jobs to meet the growing needs of our customers.”

By the end of the year, Ryla plans to add more than 1,000 total jobs at its Kennesaw facility, with the majority of these jobs representing long-term additions with benefits that are designed to meet growing customer demand.

In this job figure are dozens of positions that were maintained and reallocated in the face of a recent client scale-back that resulted directly from the turmoil in the financial markets and resulting collapse of Lehman Brothers.

Ryla has some interesting hiring facts:

The company has made job offers to nearly 3,000 individuals for both full-time and seasonal positions during the period of October 2007 and October 2008, which represents more than most area Fortune 500 companies.

 

By using an in-house recruiting model, the company is able to improve margins and increase employee retention rates. Employees now provide a significant referral pipeline that not only aids in candidate identification, but also supports the company’s growth and unique culture.

 

Ryla employee additions would rank the company within the top 15 employers in Cobb County.

To grow its bases and maintain a sustainable performance, Ryla has placed its focus on quality of experience of more complex and unique customer contact needs. Although it tends to be a trend in the call center space, Ryla has not specialized in one or two industry niches and has therefore insulated itself from challenges that meet one type of business or sector.

“Ryla’s potential to grow was one of the drivers in our decision to become involved as a supporting funder,” commented Andrew Lindner, managing partner for Charlotte, North Caroline-based Frontier Capital, in the Monday statement.

“Their potential doesn’t come strictly from market opportunity, but from the ability Ryla has to capture and capitalize on that opportunity. They repeatedly prove their value to clients and their ability to maintain focus on what they do best,” Lindner added.

Ryla’s announcement of expansion and growth is comforting in a time where so many are facing desperation due to job loss just before the holiday season. In this slowing economy, finding a new position will be challenging for many, yet Ryla is at its prime. The company could likely share its keys to success with others in the industry to demonstrate that strong growth in the U.S. contact center industry is possible – even now.