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Building a Human-Centered Call Center: Lessons from Richard Blank on Bridging Success Podcast with Bo Jakins Bridging Success A Podcast Showcasing Visionary Business Leaders Are you a CEO or top executive leading innovation and driving business growth? If so, we want to spotlight your journey on Bridging Success: Connecting Leaders, Innovation, and Growth—a podcast dedicated to showcasing high-achieving leaders who are shaping the future of their industries. The podcast focuses on leadership, innovation, and business growth with episodes covering topics such as the impact of AI on various industries and strategies for overcoming challenges in technology adoption, featuring examples like the inaugural episode with Bo Jakins discussing transformative leadership and technology. This isn’t just another podcast interview—it’s an opportunity to elevate your thought leadership, connect with an influential audience, and position yourself as an industry authority while sharing valuable insights that inspire and inform. Episode 8 - From Pinball Machines to Productivity: The Unconventional Path to Call Center Success. July 25, 2025 In this episode of Bridging Success, Bo Jakins interviews the President and Bilingual Telemarketing Trainer of Costa Rica's Call Center, Richard Blank. Richard shares his journey of building a call center in Costa Rica, highlighting the importance of human connection, positive workplace culture, and adapting to technological change. Richard covers industry trends, the impact of remote work, and Richard’s unique approach to employee engagement through gamification and creativity. In this insightful episode of Bridging Success, host Bo Jakins sits down with Richard Blank, CEO of Costa Rica's Call Center, to discuss how human connection drives success in the call center industry. With his journey from a Spanish major seeking adventure to building a thriving call center, Richard shares his valuable insights on creating a people-first business that leverages both technology and culture. This episode is packed with actionable strategies for business leaders, customer service professionals, and anyone interested in building a customer-centric organization in today’s evolving landscape. Designing a Call Center with Heart: Balancing Technology and Culture Richard Blank’s story is a testament to the power of combining strategy, technology, and human values. When establishing Costa Rica’s Call Center, Richard strategically chose Costa Rica for its proximity to the U.S., bilingual talent pool, and political stability—key factors that set his business up for long-term success. He emphasizes the importance of choosing the right location for operational efficiency and customer satisfaction, highlighting that factors like language, culture, and local infrastructure can significantly impact service quality. When it comes to scaling, Richard advocates for starting small, maintaining flexibility, and leveraging creative resources. He began his business in a shared space to minimize risk, using second-hand equipment and financing with cash to maintain control. This resourcefulness paid off, allowing him to reinvest in growth and expand into a larger office near universities, ensuring a steady stream of educated talent. His advice: focus on building a strong foundation, and strategically invest in people and technology. Technology plays a crucial role in the success of Costa Rica’s Call Center. Richard discusses how adopting cloud-based systems and AI tools has streamlined operations and enabled remote work, but he also stresses the importance of balancing these tools with the human touch. While AI can enhance efficiency, it’s essential to maintain empathy and emotional connection in customer interactions. Richard’s philosophy: empower your team with technology, but always prioritize authentic human engagement, ensuring clients can rely on both tech and people when they need it. About Richard Blank Richard Blank is the CEO and Founder of Costa Rica's Call Center, a leader in customer service outsourcing. With a strong focus on creating high-quality, human-centered experiences, Richard built his business to support companies with scalable, bilingual customer support solutions. His leadership blends operational efficiency with a passion for service and cultural awareness. About Costa Rica's Call Center Costa Rica's Call Center offers top-tier call center services with a focus on providing bilingual, high-quality customer service. Located in Costa Rica, the center leverages strategic location advantages, cultural compatibility, and cutting-edge technology to deliver exceptional service across various industries. The center stands out for its dedication to blending technology with a human touch, fostering strong customer relationships and operational excellence. Key Highlights from the Episode How Costa Rica’s Call Center became a model for human-centered service The importance of location and cultural alignment in customer service operations Richard’s approach to starting small and scaling strategically Balancing AI technology with the irreplaceable human connection in customer service How gamification and workplace culture boost employee engagement and retention Conclusion Richard Blank’s journey is an inspiring reminder of how blending technology with human connection creates a winning business model. His insights into balancing culture, technology, and customer care provide valuable lessons for entrepreneurs and business leaders looking to build resilient, people-first organizations. Whether you’re in customer service or tech, the principles Richard shares offer a blueprint for sustainable growth and success. In this week's episode, Richard Blank, CEO of Costa Rica's Call Center, discusses the impact of voice technology on business efficiency. From eliminating "catfishing" to making customer interactions more seamless, voice automation is revolutionizing how we connect with customers. Richard Blank, CEO of Costa Rica's Call Center, shares how voice technology is helping businesses scale and improve efficiency. Instead of customers getting stuck in loops, automated systems now handle 90% of calls, leaving human agents to focus on solving complex issues. Key Takeaway: Automation can do the work of 100 employees, all while enhancing the customer experience. Key Insight: Richard explains how voice technology now does the work of 100 people, allowing businesses to scale efficiently and enhance user experience. Discover how your business can leverage these tools to improve customer service and automate repetitive tasks. Richard Blank shares how to go from a beginner to an expert communicator by practicing with passion and dedication. The right communication skills can help you build stronger relationships and lead to success.Richard Blank talks about how becoming a dedicated communicator can change your business game. He shares how constant practice and love for what you do can help you become an expert in your field, building connections that last. Want to learn how to be a better communicator? Richard Blank, CEO of Costa Rica's Call Center, discusses how voice automation is taking over 90% of customer service tasks, allowing businesses to focus on what really matters. Fact: “Voice technology can do the work of 100 employees, increasing efficiency and reducing frustration for customers.” Leadership in business isn't just about strategies; it's about communication. Richard Blank, CEO of Costa Rica's Call Center, talks about how mastering tone, rhetoric, and positive escalation can elevate your customer service and business interactions. From strategic pauses to using military phonetics, Richard's tips have been transformative for many leaders. From Gilligan’s Island Dream to CEO Oh, didn't you ever see Gilligan's Island? We all wanted to live there at one time. So I had the one in a million opportunity to move to paradise. Moved here 25 years ago. And 18 years ago is when I threw my hat in the ring and started this business. So it's been a good run. But I tell you, it was built on momentum. Spanish was my major in college. So I was at an advanced level. So when I came here, really, instead of being a became more of a home court advantage in a sense. That's great. A history of Spanish and a love of Gilligan's Island is what I heard, right? Pretty much. It gives you some bold moves, but I'll tell you what, when I did come down here, though, I did work at my friend's center for a number of years. I learned the business from the inside out, not at sea level. And when you spend time with the people as much, you and I can crack some codes with AI technology visionaries. Sometimes it's about the foundation. And I still believe in the art of speech. And I think call centers are environments for individuals, especially English second language, to really have some breakthroughs and grow. And so today, yes, things are filled out by chat and email and other forms of omni-channel non-voice and texting. But I tell you what, somebody like yourself and me who take their time to listen and give a proper delivery and make friends the old fashioned way, those are the ones that have staying power. Those are the ones that can go the distance. Office Nostalgia and Remote Adaptation Oh, the brick and mortar. You were mentioning the arcade and thank you. You're talking about the old days. Everyone works from home now. Is it a great thing? It's a wonderful thing. I can stay in business, expand, hire anybody and the labor pool that they demanded and they can put up the numbers to back it up. And once again, we have the technology to see that they're working, not being invasive, but we can see if they're logged in and answering their emails, phone calls and They're not missing a beat. The only thing that we're missing is the camaraderie and the synergy. I was talking about pinball, Pac-Man, and air hockey. That's how you build a team, but that was before COVID. Today, people just don't want that anymore. Some do, but the majority do not. And instead of trying to force a fit on somebody or promising a client that the labor pool's huge of people that want to drive 45 minutes in traffic and come to my office, I'm not going to do it. I need to adapt. Slow, Steady, and Proud: Building Success Just to let you know, I went slow and steady. I paid for everything in cash. I started out by renting a turnkey station at a blended call center, and I did that for two years until I had a little bit of cash in the book of business, and I rented space. And since my industry has an attrition with not only personnel but companies, I was picking up used equipment and furniture for a fraction of the import and up costs. So I did that for six years. Then we purchased a building right near the universities and the aduanas and the hospital and put on a third floor and made it art deco with neon lights and vaulted ceilings. I made it nice and cool. And we've been there. And if you're in it for the long game, take your time. Be proud of your first downs. It doesn't always have to be touchdowns. And the last bit of advice, and it's easier said than done, Bo, is just not to be hard on yourself. At the end of the day, regardless of the outcome, you have to look at yourself in the mirror and have that respect. If you have the discipline, make your bed in the morning. But it's those that walk in silence and It's not a death march. It's sometimes a force march. You know what it takes to train for a boxing match or 80 hours a week to start a business. And with every single naysayer and great believer out there saying, what are you doing? No one's been a Spanish major and no one's going to move abroad. Who starts call centers? Come on, man. You got to walk across the dance floor and ask your princess to dance. That's how you become a champ. That's how you live a good life. And so these aren't selfish decisions. These were destiny decisions. These were things that I had backed up my passion in life. And the worst thing you could ever do, Beau, is to extinguish and put out any spark that somebody has. And so to me, I guess it was more of just a shiny object. People thought it was interesting and said, go, Richard, go. Why Human Connection Beats AI in Calls Oh, the uncanny valley. It's amazing how people would get catfished with really good emails. Wait till you start getting catfished with voices. And what's happening is the timing, the integrated voice response. They're good, but sometimes I got to keep repeating my airport I'm going to. They're still not getting it. People get frustrated and hit zero. So allow them to do the 90% of gathering, almost like these beautiful farmers that really broke their backs back in the day. Now they have machines that can work as a hundred men. So you and I should really woo way it. In essence, we really should. I don't think we should carry anything. We should go with where we go. And then at the end on the 10 yard line, when it takes the handshake, the smile and the back slap to make sure that you guys are connected, And that's when the human connection comes in because the moment that these computers try to replace an individual that is so happy that you are a client or can understand because you've passed a class, failed a class, had a divorce, bought a new house, lost it. It's the kind of thing you really still need that human connection. And so my industry, yes, will become much more convenient. Entry level jobs will be eliminated. But some people will be willing to pay an extra dollar to press zero and actually speak with somebody. And it's going to have a comeback, kind of like bell bottoms. People are going to be very sick of non-voice. https://youtu.be/_PtlIRMNkqM https://youtu.be/1AwjW059FNM https://youtu.be/Ah7TlQfJFg0 https://youtu.be/vnoyymY5TWQ https://youtube.com/shorts/CAqgwzCgKPg https://youtu.be/SJJoyy-pW24 https://youtu.be/QPqMcZ0e5ko https://youtu.be/vHm6XWvuQgU https://youtu.be/bYsYk1nF3Do Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Bridging Success Podcast, Bo Jakins, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer, Bo Jakins is a seasoned IT professional and entrepreneur with more than 20 years of experience building and managing technology infrastructure for growing businesses. As the founder and CEO of BridgeNet Technology Consultants, Bo has built a reputation for delivering rock-solid IT solutions that keep companies operational, secure, and scalable—especially in industries where downtime isn’t an option. Based in the Greater New Orleans area, Bo leads a team that supports organizations across the Gulf South with proactive managed IT services, cybersecurity, cloud infrastructure, and strategic technology consulting. He’s worked with businesses of all sizes, from local startups to multi-location enterprises, offering the same level of responsiveness and care no matter the scale. Bo is also the host of the Bridging Success Podcast, where he interviews high-performing B2B leaders to explore how they're solving real business challenges with smart technology, sharp execution, and a focus on people. When he’s not deep in a network diagram or interviewing a regional changemaker, Bo stays active in the community and remains passionate about helping business leaders demystify IT and build smarter, more resilient companies. As the CEO of BridgeNet Technology Consultants, I am driven by a passion for helping businesses solve their most challenging technology problems and unlock their full potential through innovation. With over two decades of experience in IT consulting, cybersecurity, and technology-driven business transformation, I’ve had the privilege of working with a diverse range of companies to navigate the complexities of growth and digital change. At BridgeNet, we provide comprehensive IT solutions that empower businesses to overcome obstacles, scale effectively, and remain secure in an ever-evolving digital landscape. From custom IT support and infrastructure optimization to cybersecurity enhancements and strategic technology planning, we help companies stay ahead of the curve and protect what matters most. I am also the host of the upcoming podcast, Bridging Success: Connecting Leaders, Innovation, and Growth. This show will highlight visionary leaders who are driving transformation and shaping the future of their industries. Through candid conversations, we will explore the strategies, challenges, and leadership philosophies that have empowered these executives to succeed and make a lasting impact. Whether you’re looking to innovate your IT systems, overcome technology hurdles, or build a more resilient business, I’m here to provide insights, support, and strategies that lead to lasting success. IT that works for you Started in 2008, BridgeNet Technology Consultants is a complete technology solution provider. We are 100% committed to making sure business owners have the most reliable and professional IT service in New Orleans. Our team of talented IT professionals can solve your IT nightmares once and for all. Here’s why so many businesses depend on BridgeNet Technology Consultants for complete IT services and support: We Respond Within 5 Minutes Or Less. The average amount of time it takes for one of our clients to get on the phone with a technician who can start working on resolving their problem is 3.5 minutes. We know you're busy and have made a sincere commitment to making sure your computer problems get fixed FAST. And since most repairs can be done remotely using our secure management tools, you don't have to wait around for a technician to show up. No Geek-Speak. You deserve to get answers to your questions in PLAIN ENGLISH, not in confusing technical terms. Our technicians will also not talk down to you or make you feel stupid because you don't understand how all this "technology" works. That's our job! 100% No-Small-Print Satisfaction Guarantee. Quite simply, if you are not happy with our work, we'll do whatever it takes to make it right to YOUR standards without charging you for it. And if we can't make it right, the service is free. Peace Of Mind. Because we monitor all of our clients' networks 24/7/365, you never have to worry that a virus has spread, a hacker has broken in or a backup has failed to perform. We watch over your entire network, taking the management and hassle of maintaining it off your hands. This frees you to focus on your customers and running your business, not on your IT systems, security and backups. Our custom service packages deliver what you need and want without overstepping the boundaries of your budget. From cloud services to data backup, BridgeNet Technology Consultants is here to team up with you and your company for expert support. The Greater New Orleans Area Business Owner’s Guide To I.T. Support And Services Our mission is to provide services and solutions that will enable your business to be more effective, efficient and profitable. We take pride in delivering services that exceed your expectations, are responsive, and are built on a foundation of trust and mutual respect. Your business depends on your IT systems. We’re confident that we are the only network services, computer support, or IT consulting business in New Orleans that provides these benefits to your business. Here are the reasons you can depend on BridgeNet Technology Consultants to keep you and your business up and running: Quick Response Emergency response time is one hour or less guaranteed. A live person will answer your call, or you can enter a service ticket yourself online with our streamlined service ticket system. We can log in to your PC or server remotely and resolve many issues immediately without the wait for a technician to travel to your location. Reputable BridgeNet Technology Consultants has been around since 2008, a respected leader in the community and the industry. Our proudest accomplishment is the large number of long term clients who year after year put their trust in us. Experienced We hire only seasoned, professional technicians with at least 5-10 years experience and usually many more. We provide our technicians with continuing education opportunities on a regular basis to allow them to stay current with the latest technology. We won’t be sending out warm bodies to train on your dime! Business Savvy We design, evaluate and justify technology solutions from a thorough understanding of the business benefit for your company. One Stop Shop We handle all aspects of your IT infrastructure including hardware and software management, vendor relationships for your internet connectivity, website management, and maintenance renewals, and any other related technology needs. We focus on your IT so you can focus on your business. Proactive Our service philosophy is proactive, not reactive. With state-of- the-art network monitoring and management, we manage your network 24/7 to identify issues and address them BEFORE they become problems, rather than putting out fires. Comprehensive Project Management Our extensive experience managing all types of complex projects means we will handle every detail and coordinate all vendors so you can rest assured that your project will be completed on time and on budget. No Geek Speak You deserve to have your questions answered in plain English. Our technicians will clearly explain what is happening so you understand. 100% Satisfaction Guarantee We want you to be completely satisfied with our services. We will do whatever it takes to make you happy. No hassles, no problems. Covington, LA Richards vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica s Call Center since 2008. 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, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward 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. https://costaricascallcenter.com #BridgingSuccessPodcast #bojakins #WhatTheWhy #BarbaraAnne #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #learnpodcasting #podcastepisode #podcastguest #podcasting #podcastinterview #podcastplaylist #podcasts #podcastskills #podcastshow