Berbagi video gratis / Unggah dan tonton melalui smartphone

Semua★

· 12 menit lalu

The B2B Influence Podcast. The Importance of Relationship-Building in Telesales with Richard Blank Are you a leader making waves in the B2B marketing space? The B2B Influence podcast is an exclusive platform designed to spotlight exceptional individuals driving innovation, growth, and transformation in industries that market to small and mid-sized businesses. This is your opportunity to share your story, showcase your achievements, and connect with a highly engaged audience of industry peers and decision-makers. At The B2B Influence Podcast, we showcase the brilliance, values, and strategies of B2B industry leaders who are shaping the future. Our podcast spotlights trailblazers who are redefining how businesses market to small and mid-sized companies, setting new standards in innovation, transparency, and growth. Whether you’re a marketing executive, a data analytics expert, or a business leader with a vision, this is the podcast for you. Join us as we celebrate the achievements of industry pioneers and uncover actionable insights to fuel your success. In this episode of The Marketing Vanguard: Leading Voices in B2B Innovation, Paula Chiocchi interviews the President, CEO, and Bilingual Telemarketing Trainer of Costa Rica's Call Center, Richard Blank. Richard explores the crucial role of call centers in the marketing-to-sales pipeline, emphasizing the importance of human connection and empathy in telemarketing. Richard discusses balancing inbound and outbound calls, the significance of soft skills, and the operational challenges of converting leads. He advocates for quality interactions over quantity, effective follow-up, and maintaining realistic expectations. Richard underscores the enduring value of personal connections in customer service and telemarketing. Paula Chiocchi, president and CEO of Outward Media, Inc. (OMI), is a marketing industry veteran whose mission is to help businesses realize their full potential by effectively reaching their target audiences and converting more prospects into customers. Advice for Selecting a Call Center What kind of advice would you give for people in searching for a call center, whether outbound or inbound? Good cop and bad cop. Let's go bad cop first. You got to make sure that they are a company that follows all legal laws. I follow all business and banking laws in the United States with my company that's out of Florida. They in turn hire my company in Costa Rica, which follows all the labor laws here. I'm not going to be a fall guy for anybody. I'm a guest here. I have to pay the Caja. I got to do the Aguinaldo. I got to pay everything. And it costs money to run a business overseas. There's benefits to it. But then again, I'm not here to hide away. Google me Handling Difficult Calls with Empathy And I've also learned that if you allow somebody to vent, remember the cartoons when steam would go out of someone's ears? I do. I have a profanity rule. If they curse at you, Paula, they get a warning. They do it a second time, you can hang up. But if they're venting and they're getting it out, I'll let you do it. And then I'm going to give you some Philly guilt. I'm going to go, hey, Paolo, you done yet? You want to curse some more? And you go, Richard, I'm so sorry. I go, may we begin again? And you say, yes, we may. And then look at that sort of foundation. Now you have a client for life. And that's how you're training your people. It's maturity. Yeah. You can't take it personal. And you think about it. You're speaking to someone's worst day. Something broke. For an example, we work with a law firm. So we do level one intake coordinators for wrongful termination and disability. So imagine that extended empathy when people are calling us after they've been fired. And so we can cradle these calls. And I think those specific soft skills are the things some people might be lacking today. Introduction and Impact of Call Centers Hi, this is Paula Kiyoki. I'm the CEO and founder of Outward Media. We go by OMI. And this is the Marketing Vanguard Leading Voices in B2B Innovation podcast. Today, we are fortunate to have Richard Blank. Richard is the president and bilingual, I want to get this right, bilingual telemarketing trainer at the Costa Rica Call Center. Welcome, Richard. So happy to be with you and your audience today. And I was just telling Richard that I'm jealous that I haven't been to Costa Rica. So Richard's an expert in all things telemarketing, telemarketing and call centers. And so we're going to ask him a few questions today and get his expertise. Richard, at what point in the marketing to sales pipeline do you see call centers having the greatest impact? And how do you define that sweet spot between MQL and SQL? Well, I believe that A.I., a computer can never replace empathy. They can't give you a hug. And so you will use it for gathering and to make things easier, bring it to the 10 yard line, so to speak. But you and I need to bring that ball into the end zone. https://youtu.be/bzJze5vXiuM https://youtu.be/yIF8TGySqIA https://youtu.be/w8aGC09Yy-4 https://youtu.be/MZT8pkqrdDo Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ The B2B Influence PodcastPaula Chiocchi, The Marketing Vanguard, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending As a B2B business leader and data innovator my work has led to dramatic increases in both revenue and digital marketing campaign ROI for hundreds of Fortune 2000 and midmarket firms. I’ve driven nearly $300 million in revenue for a single Fortune 500 client in one year. My priority is to deliver more desirable business outcomes -- using accurate high-quality data to fuel success for Omni-channel digital marketing campaigns. OMI’s mission is to turn data into revenue and results. We use our database of more than 20+ million businesses and 145+ million B2BC contacts—which include email addresses and digital IDs backed by the industry’s first 95% email validity guarantee. Since 1998, I’ve made a name for myself as an award-winning B2B marketing innovator – and the driving force behind the world’s largest SMB database. The fast pace of business has been a constant in my career. That’s why it’s been important for me to create balance. My love of Asian art has influenced a Zen attitude that drives my approach to problem solving in both my business and my personal life. The philosophy I share with my team and business partners and clients is to speak up when something isn’t right so that, together, we can fix it. As a military brat, I was exposed to many places, peoples and cultures. That stopped at 21 with the death of my father. Still in college, I helped my mother reengineer her life and learned self-reliance and responsibility that cannot be taught in a classroom. Running a business is exhilarating but also filled with challenges. So, sharing my expertise and the lessons I’ve learned is important to me. I take every opportunity to mentor new entrepreneurs and those just getting started in their careers--to give them advice and encouragement and guide them on a path to success. It’s also why I write: for our company blog, Forbes Advisory Circle, and other outlets. If you could ask me one thing, what would that be? Take a moment and message me. Paula Chiocchi, CEO and founder of OMI, is an award-winning marketing industry veteran whose mission is to help businesses realize their full potential by effectively reaching their target audiences and converting more prospects into customers. Under her direction, OMI provides Fortune 1000 firms and other clients fresh, accurate contact data to fuel outbound marketing initiatives and drive sales and profits. An expert and innovator in multi-channel marketing data, Paula has established OMI as a leader in comprehensive email campaign management services. Along with her growing team, her goal is to assist clients in successfully navigating the complex email channel by offering hands-on guidance combined with the highest levels of email deliverability and marketing ROI. Paula began her career with Dun & Bradstreet and developed her skills by creating direct mail, online advertising and email campaigns for leading mortgage companies, financial institutions, telecom, software, online gaming sites, sweepstakes enterprises and e-commerce companies. Our Story If a business wants to grow, it needs to find new customers. Since our founding in 1998, OMI has been dedicated to empowering companies to do just that. Connect with your ideal prospects using our high-quality B2B2C data. Add accuracy, precision targeting, and scale to your modern digital marketing initiatives. Our Data Our master B2B database contains omni-channel marketing data including verified business email addresses with 95% validity, on average. Leveraging multiple data sources and proprietary matching and quality algorithms, we provide the freshest contact data in the industry to ensure you achieve optimal marketing results. Under her direction, OMI provides Fortune 1000 firms and other clients fresh, accurate contact data to fuel outbound marketing initiatives and drive sales and profits. An expert and innovator in multi-channel marketing data, Paula has established OMI as a leader in comprehensive email campaign management services. Along with her growing team, her goal is to assist clients in successfully navigating the complex email channel by offering hands-on guidance combined with the highest levels of email deliverability and marketing ROI. Paula began her career with Dun & Bradstreet and developed her skills by creating direct mail, online advertising and email campaigns for leading mortgage companies, financial institutions, telecom, software, online gaming sites, sweepstakes enterprises and e-commerce companies. Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #TheB2BInfluencePodcast #PaulaChiocchi #TheMarketingVanguard #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest The Value of Personal Touch in Customer Service And so when we used to leave very detailed voice messages, And do really good tailor made emails. We almost not only matched a conversion ratio but sometimes exceeded it because more people prefer that non voice so we almost had to make that sort of adjustment and then went into other sort of phone call so That's the way that I see it. But it is a means to an end. And people like myself, I would rather call you than text. And if I'm calling a company, I'm going to press zero so I can speak with somebody. And so I do believe that there will be a market for my type of services. I think there is, right? Yeah. Look what Hollywood did. They all hate telemarketers. Do you hate us more than used car salesmen? Look what they've done to us. But think about customer service. I had an experience recently where I bought something and it didn't get delivered and then they wouldn't answer the emails. There was no chat. There was no phone number. And it was a less expensive price than another website, but I didn't get any service. So I canceled and I paid more at a different website because there was some service involved in it. Sometimes people want to talk to somebody, at least I do.

FC2Video

FC2 Video