Contact Center Agent Loyalty Can Be Improved According To Ryla

National Customer Service Week Also a Time to Focus on Agent Retention
KENNESAW, Ga.--(Business Wire)--
Offering job flexibility, including shortened work weeks in the contact center
environment, is a strong way to build agent loyalty, according to Ryla Inc.
(www.ryla.com), a leading domestic provider of outsourced call center and
customer contact solutions.

Ryla 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 as a
vehicle for agents to provide feedback and suggestions to senior leadership.
According to many of the Ryla agents, having the ability to work four, 10-hour
days, is a greater benefit than higher salaries. Agents also want to be alerted
about internal job opportunities through vehicles such as online job boards.

With National Customer Service Week kicking off today in the U.S. and the U.K.,
organizations that run contact centers have an excellent opportunity to
recognize agents who deliver excellent service and resolve a variety of customer
issues, said Mark Wilson, Ryla co-founder and CEO.

"As a company that is dedicated to delivering excellent customer service, Ryla
has to ensure our employees have the tools they need to succeed, including a
work environment that best fits their lifestyles," Wilson said. "The
conventional wisdom was that money was a key motivator. Today, we see this is
not always the case. Oftentimes, there are non-monetary changes that contact
centers can implement that go a long way in building agent retention and
loyalty."

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.

For a multi-media version of this release, visit http://pitch.pe/27949.

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.

For Ryla
Jackie Parker, 404-929-0091 x220
jparker@arketi.com

Copyright Business Wire 2009