Brain Work Frame Work Podcast. Vision to Venture: Building a Telemarketing Empire with Richard Blank
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Join us in this episode as we dive into the incredible journey of our guest Richard Blank, who embarked on a vision quest at 27, moving abroad to Costa Rica and founding Costa Rica's Call Center (CCC) from scratch. Our guest, Richard Blank, shares insights on taking chances, advanced telemarketing strategies, conflict management, soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, and the art of phonetic micro expression reading. Discover the secrets behind CCC's success and the lessons learned along the way.
Entrepreneurship: Slaying Dragons and Personal Growth
A lot of people will decide to live their own life and not fulfill the lives of others. And so did it break some hearts? I guess. But then again, my friend, We all need to leave our own castles to slay dragons and save princesses. And if someone's holding you back, you're never going to go on a roller coaster and experience life. And so my argument was to live. And I could have always clicked my heels and come home and been in the family business. But I wanted to try. I had some grit. I had some vigor. And I know that at the end of the day, I wanted to look at myself in the mirror and know that I went 15 rounds. That's the kind of forced march that people are on as entrepreneurs. Those are the sort of moments of clarity you have when you ask yourself, do I continue or do I stop?
Reinventing Work Relationships: Checkpoints Over Burnout
Of course, you had mentioned the six-month mark where people, you know, they fall out of love. I don't believe in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics for my industry because most people don't like telemarketers and I do not think the majority of your audience are CEOs of call centers. They didn't sell their soul like I did for this golden fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade. Besides making or receiving phone calls, these individuals are bilingual, which bears the mark of higher education.
The Power of Silence in Communication
So you're not going to really know the sound unless you have the silence. And the silence, in my opinion, speaks much more than your tone, your rate, and your pitch, because that is inside of you, right? And so if you're looking for certain tell signs, if people are facetious with you or you need additional clarification, those would be the times, in my opinion, that you should interject and ask for that clarification question because something's just not right.
https://youtu.be/reNbjStx784
https://youtube.com/shorts/LhKt4ppKCiM
https://youtube.com/shorts/igv8n_PTztk
https://youtube.com/shorts/rF3UnvS70bU
https://youtube.com/shorts/7OZxs__yvg0
Adam and Chris
Adam boasts a decade-long tenure in the Insurance Industry, and establishing his own agency in 2020. With a rich background in sales and service, Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Chris Troka:
As a founder and owner of two businesses, I have more than 10 years of experience in creating, improving, and accelerating businesses. I am passionate about helping entrepreneurs and business owners achieve their goals and exceed their expectations.
Chris has been an entrepreneur for over 10 years. After starting and growing a successful Award-Winning Wedding DJ business, Chris finished his Marketing degree in 2021. Chris now helps other business owners with web design, digital marketing and software solutions to build a better business.
I offer website, marketing and technology services that leverage AI, Automation, CRM, and social media to build relationships and generate leads. I am certified by HubSpot and Google in inbound marketing, social media, and Google My Business, and earned my Marketing Degree in 2021. I also run a successful wedding DJ and photo booth service that has won multiple awards from The Knot. I pride myself on providing above and beyond customer service with timely communication and results.
Brain Work Frame Work Podcast
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Having successfully founded and expanded an Award-Winning Wedding DJ business, Chris further honed his expertise by completing his Marketing degree in 2021. Today, he extends his wealth of knowledge to fellow business owners, specializing in web design, digital marketing, and software solutions.
Join us as Adam and Chris delve into the intricacies of entrepreneurship, offering insights and strategies to help you build a better business.
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. 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. 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, 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/
Chris Troka, Brain Work Frame Work Podcast, 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
#ChrisTroka #BrainWorkFrameWorkPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
The Power of Simplicity and Connection
You're not moving. The fact that we connected that way, everything is good. You're not going to fumble. And so my main focus for you, for your, for your telemarketers inbound outbound for entrepreneurs, there's always that like Luke Skywalker, one shot, little hole blew up a whole thing. Achilles heel, a match can do an incendio can bring it down, right? Little things. A little bit of snow can be a snowball, but think of this chain reaction. And so my thing is, instead of analyzing your script or the list or the contract, the prices, your main thing is what you learned in kindergarten. Be nice to somebody and know their name and sit down with them. And if you can reduce all of that, then at least you have a really good chance from an educated point of view, having them make a decision because it's as pure as pure can be. And I always try to get there as quickly as possible. And by doing those positive escalations, by doing the due diligence, I have taken us from a 10 to about a two.
Brain Work Frame Work Podcast. Vision to Venture: Building a Telemarketing Empire with Richard Blank
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Join us in this episode as we dive into the incredible journey of our guest Richard Blank, who embarked on a vision quest at 27, moving abroad to Costa Rica and founding Costa Rica's Call Center (CCC) from scratch. Our guest, Richard Blank, shares insights on taking chances, advanced telemarketing strategies, conflict management, soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, and the art of phonetic micro expression reading. Discover the secrets behind CCC's success and the lessons learned along the way.
Entrepreneurship: Slaying Dragons and Personal Growth
A lot of people will decide to live their own life and not fulfill the lives of others. And so did it break some hearts? I guess. But then again, my friend, We all need to leave our own castles to slay dragons and save princesses. And if someone's holding you back, you're never going to go on a roller coaster and experience life. And so my argument was to live. And I could have always clicked my heels and come home and been in the family business. But I wanted to try. I had some grit. I had some vigor. And I know that at the end of the day, I wanted to look at myself in the mirror and know that I went 15 rounds. That's the kind of forced march that people are on as entrepreneurs. Those are the sort of moments of clarity you have when you ask yourself, do I continue or do I stop?
Reinventing Work Relationships: Checkpoints Over Burnout
Of course, you had mentioned the six-month mark where people, you know, they fall out of love. I don't believe in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics for my industry because most people don't like telemarketers and I do not think the majority of your audience are CEOs of call centers. They didn't sell their soul like I did for this golden fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade. Besides making or receiving phone calls, these individuals are bilingual, which bears the mark of higher education.
The Power of Silence in Communication
So you're not going to really know the sound unless you have the silence. And the silence, in my opinion, speaks much more than your tone, your rate, and your pitch, because that is inside of you, right? And so if you're looking for certain tell signs, if people are facetious with you or you need additional clarification, those would be the times, in my opinion, that you should interject and ask for that clarification question because something's just not right.
https://youtu.be/reNbjStx784
https://youtube.com/shorts/LhKt4ppKCiM
https://youtube.com/shorts/igv8n_PTztk
https://youtube.com/shorts/rF3UnvS70bU
https://youtube.com/shorts/7OZxs__yvg0
Adam and Chris
Adam boasts a decade-long tenure in the Insurance Industry, and establishing his own agency in 2020. With a rich background in sales and service, Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Chris Troka:
As a founder and owner of two businesses, I have more than 10 years of experience in creating, improving, and accelerating businesses. I am passionate about helping entrepreneurs and business owners achieve their goals and exceed their expectations.
Chris has been an entrepreneur for over 10 years. After starting and growing a successful Award-Winning Wedding DJ business, Chris finished his Marketing degree in 2021. Chris now helps other business owners with web design, digital marketing and software solutions to build a better business.
I offer website, marketing and technology services that leverage AI, Automation, CRM, and social media to build relationships and generate leads. I am certified by HubSpot and Google in inbound marketing, social media, and Google My Business, and earned my Marketing Degree in 2021. I also run a successful wedding DJ and photo booth service that has won multiple awards from The Knot. I pride myself on providing above and beyond customer service with timely communication and results.
Brain Work Frame Work Podcast
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Having successfully founded and expanded an Award-Winning Wedding DJ business, Chris further honed his expertise by completing his Marketing degree in 2021. Today, he extends his wealth of knowledge to fellow business owners, specializing in web design, digital marketing, and software solutions.
Join us as Adam and Chris delve into the intricacies of entrepreneurship, offering insights and strategies to help you build a better business.
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. 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. 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, 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/
Chris Troka, Brain Work Frame Work Podcast, 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
#ChrisTroka #BrainWorkFrameWorkPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
The Power of Simplicity and Connection
You're not moving. The fact that we connected that way, everything is good. You're not going to fumble. And so my main focus for you, for your, for your telemarketers inbound outbound for entrepreneurs, there's always that like Luke Skywalker, one shot, little hole blew up a whole thing. Achilles heel, a match can do an incendio can bring it down, right? Little things. A little bit of snow can be a snowball, but think of this chain reaction. And so my thing is, instead of analyzing your script or the list or the contract, the prices, your main thing is what you learned in kindergarten. Be nice to somebody and know their name and sit down with them. And if you can reduce all of that, then at least you have a really good chance from an educated point of view, having them make a decision because it's as pure as pure can be. And I always try to get there as quickly as possible. And by doing those positive escalations, by doing the due diligence, I have taken us from a 10 to about a two.
Brain Work Frame Work Podcast. Vision to Venture: Building a Telemarketing Empire with Richard Blank
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Join us in this episode as we dive into the incredible journey of our guest Richard Blank, who embarked on a vision quest at 27, moving abroad to Costa Rica and founding Costa Rica's Call Center (CCC) from scratch. Our guest, Richard Blank, shares insights on taking chances, advanced telemarketing strategies, conflict management, soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, and the art of phonetic micro expression reading. Discover the secrets behind CCC's success and the lessons learned along the way.
Entrepreneurship: Slaying Dragons and Personal Growth
A lot of people will decide to live their own life and not fulfill the lives of others. And so did it break some hearts? I guess. But then again, my friend, We all need to leave our own castles to slay dragons and save princesses. And if someone's holding you back, you're never going to go on a roller coaster and experience life. And so my argument was to live. And I could have always clicked my heels and come home and been in the family business. But I wanted to try. I had some grit. I had some vigor. And I know that at the end of the day, I wanted to look at myself in the mirror and know that I went 15 rounds. That's the kind of forced march that people are on as entrepreneurs. Those are the sort of moments of clarity you have when you ask yourself, do I continue or do I stop?
Reinventing Work Relationships: Checkpoints Over Burnout
Of course, you had mentioned the six-month mark where people, you know, they fall out of love. I don't believe in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics for my industry because most people don't like telemarketers and I do not think the majority of your audience are CEOs of call centers. They didn't sell their soul like I did for this golden fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade. Besides making or receiving phone calls, these individuals are bilingual, which bears the mark of higher education.
The Power of Silence in Communication
So you're not going to really know the sound unless you have the silence. And the silence, in my opinion, speaks much more than your tone, your rate, and your pitch, because that is inside of you, right? And so if you're looking for certain tell signs, if people are facetious with you or you need additional clarification, those would be the times, in my opinion, that you should interject and ask for that clarification question because something's just not right.
https://youtu.be/reNbjStx784
https://youtube.com/shorts/LhKt4ppKCiM
https://youtube.com/shorts/igv8n_PTztk
https://youtube.com/shorts/rF3UnvS70bU
https://youtube.com/shorts/7OZxs__yvg0
Adam and Chris
Adam boasts a decade-long tenure in the Insurance Industry, and establishing his own agency in 2020. With a rich background in sales and service, Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Chris Troka:
As a founder and owner of two businesses, I have more than 10 years of experience in creating, improving, and accelerating businesses. I am passionate about helping entrepreneurs and business owners achieve their goals and exceed their expectations.
Chris has been an entrepreneur for over 10 years. After starting and growing a successful Award-Winning Wedding DJ business, Chris finished his Marketing degree in 2021. Chris now helps other business owners with web design, digital marketing and software solutions to build a better business.
I offer website, marketing and technology services that leverage AI, Automation, CRM, and social media to build relationships and generate leads. I am certified by HubSpot and Google in inbound marketing, social media, and Google My Business, and earned my Marketing Degree in 2021. I also run a successful wedding DJ and photo booth service that has won multiple awards from The Knot. I pride myself on providing above and beyond customer service with timely communication and results.
Brain Work Frame Work Podcast
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Having successfully founded and expanded an Award-Winning Wedding DJ business, Chris further honed his expertise by completing his Marketing degree in 2021. Today, he extends his wealth of knowledge to fellow business owners, specializing in web design, digital marketing, and software solutions.
Join us as Adam and Chris delve into the intricacies of entrepreneurship, offering insights and strategies to help you build a better business.
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. 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. 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, 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/
Chris Troka, Brain Work Frame Work Podcast, 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
#ChrisTroka #BrainWorkFrameWorkPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
The Power of Simplicity and Connection
You're not moving. The fact that we connected that way, everything is good. You're not going to fumble. And so my main focus for you, for your, for your telemarketers inbound outbound for entrepreneurs, there's always that like Luke Skywalker, one shot, little hole blew up a whole thing. Achilles heel, a match can do an incendio can bring it down, right? Little things. A little bit of snow can be a snowball, but think of this chain reaction. And so my thing is, instead of analyzing your script or the list or the contract, the prices, your main thing is what you learned in kindergarten. Be nice to somebody and know their name and sit down with them. And if you can reduce all of that, then at least you have a really good chance from an educated point of view, having them make a decision because it's as pure as pure can be. And I always try to get there as quickly as possible. And by doing those positive escalations, by doing the due diligence, I have taken us from a 10 to about a two.
Brain Work Frame Work Podcast. Vision to Venture: Building a Telemarketing Empire with Richard Blank
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Join us in this episode as we dive into the incredible journey of our guest Richard Blank, who embarked on a vision quest at 27, moving abroad to Costa Rica and founding Costa Rica's Call Center (CCC) from scratch. Our guest, Richard Blank, shares insights on taking chances, advanced telemarketing strategies, conflict management, soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, and the art of phonetic micro expression reading. Discover the secrets behind CCC's success and the lessons learned along the way.
Entrepreneurship: Slaying Dragons and Personal Growth
A lot of people will decide to live their own life and not fulfill the lives of others. And so did it break some hearts? I guess. But then again, my friend, We all need to leave our own castles to slay dragons and save princesses. And if someone's holding you back, you're never going to go on a roller coaster and experience life. And so my argument was to live. And I could have always clicked my heels and come home and been in the family business. But I wanted to try. I had some grit. I had some vigor. And I know that at the end of the day, I wanted to look at myself in the mirror and know that I went 15 rounds. That's the kind of forced march that people are on as entrepreneurs. Those are the sort of moments of clarity you have when you ask yourself, do I continue or do I stop?
Reinventing Work Relationships: Checkpoints Over Burnout
Of course, you had mentioned the six-month mark where people, you know, they fall out of love. I don't believe in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics for my industry because most people don't like telemarketers and I do not think the majority of your audience are CEOs of call centers. They didn't sell their soul like I did for this golden fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade. Besides making or receiving phone calls, these individuals are bilingual, which bears the mark of higher education.
The Power of Silence in Communication
So you're not going to really know the sound unless you have the silence. And the silence, in my opinion, speaks much more than your tone, your rate, and your pitch, because that is inside of you, right? And so if you're looking for certain tell signs, if people are facetious with you or you need additional clarification, those would be the times, in my opinion, that you should interject and ask for that clarification question because something's just not right.
https://youtu.be/reNbjStx784
https://youtube.com/shorts/LhKt4ppKCiM
https://youtube.com/shorts/igv8n_PTztk
https://youtube.com/shorts/rF3UnvS70bU
https://youtube.com/shorts/7OZxs__yvg0
Adam and Chris
Adam boasts a decade-long tenure in the Insurance Industry, and establishing his own agency in 2020. With a rich background in sales and service, Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Chris Troka:
As a founder and owner of two businesses, I have more than 10 years of experience in creating, improving, and accelerating businesses. I am passionate about helping entrepreneurs and business owners achieve their goals and exceed their expectations.
Chris has been an entrepreneur for over 10 years. After starting and growing a successful Award-Winning Wedding DJ business, Chris finished his Marketing degree in 2021. Chris now helps other business owners with web design, digital marketing and software solutions to build a better business.
I offer website, marketing and technology services that leverage AI, Automation, CRM, and social media to build relationships and generate leads. I am certified by HubSpot and Google in inbound marketing, social media, and Google My Business, and earned my Marketing Degree in 2021. I also run a successful wedding DJ and photo booth service that has won multiple awards from The Knot. I pride myself on providing above and beyond customer service with timely communication and results.
Brain Work Frame Work Podcast
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Having successfully founded and expanded an Award-Winning Wedding DJ business, Chris further honed his expertise by completing his Marketing degree in 2021. Today, he extends his wealth of knowledge to fellow business owners, specializing in web design, digital marketing, and software solutions.
Join us as Adam and Chris delve into the intricacies of entrepreneurship, offering insights and strategies to help you build a better business.
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. 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. 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, 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/
Chris Troka, Brain Work Frame Work Podcast, 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
#ChrisTroka #BrainWorkFrameWorkPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
The Power of Simplicity and Connection
You're not moving. The fact that we connected that way, everything is good. You're not going to fumble. And so my main focus for you, for your, for your telemarketers inbound outbound for entrepreneurs, there's always that like Luke Skywalker, one shot, little hole blew up a whole thing. Achilles heel, a match can do an incendio can bring it down, right? Little things. A little bit of snow can be a snowball, but think of this chain reaction. And so my thing is, instead of analyzing your script or the list or the contract, the prices, your main thing is what you learned in kindergarten. Be nice to somebody and know their name and sit down with them. And if you can reduce all of that, then at least you have a really good chance from an educated point of view, having them make a decision because it's as pure as pure can be. And I always try to get there as quickly as possible. And by doing those positive escalations, by doing the due diligence, I have taken us from a 10 to about a two.
Brain Work Frame Work Podcast. Vision to Venture: Building a Telemarketing Empire with Richard Blank
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Join us in this episode as we dive into the incredible journey of our guest Richard Blank, who embarked on a vision quest at 27, moving abroad to Costa Rica and founding Costa Rica's Call Center (CCC) from scratch. Our guest, Richard Blank, shares insights on taking chances, advanced telemarketing strategies, conflict management, soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, and the art of phonetic micro expression reading. Discover the secrets behind CCC's success and the lessons learned along the way.
Entrepreneurship: Slaying Dragons and Personal Growth
A lot of people will decide to live their own life and not fulfill the lives of others. And so did it break some hearts? I guess. But then again, my friend, We all need to leave our own castles to slay dragons and save princesses. And if someone's holding you back, you're never going to go on a roller coaster and experience life. And so my argument was to live. And I could have always clicked my heels and come home and been in the family business. But I wanted to try. I had some grit. I had some vigor. And I know that at the end of the day, I wanted to look at myself in the mirror and know that I went 15 rounds. That's the kind of forced march that people are on as entrepreneurs. Those are the sort of moments of clarity you have when you ask yourself, do I continue or do I stop?
Reinventing Work Relationships: Checkpoints Over Burnout
Of course, you had mentioned the six-month mark where people, you know, they fall out of love. I don't believe in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics for my industry because most people don't like telemarketers and I do not think the majority of your audience are CEOs of call centers. They didn't sell their soul like I did for this golden fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade. Besides making or receiving phone calls, these individuals are bilingual, which bears the mark of higher education.
The Power of Silence in Communication
So you're not going to really know the sound unless you have the silence. And the silence, in my opinion, speaks much more than your tone, your rate, and your pitch, because that is inside of you, right? And so if you're looking for certain tell signs, if people are facetious with you or you need additional clarification, those would be the times, in my opinion, that you should interject and ask for that clarification question because something's just not right.
https://youtu.be/reNbjStx784
https://youtube.com/shorts/LhKt4ppKCiM
https://youtube.com/shorts/igv8n_PTztk
https://youtube.com/shorts/rF3UnvS70bU
https://youtube.com/shorts/7OZxs__yvg0
Adam and Chris
Adam boasts a decade-long tenure in the Insurance Industry, and establishing his own agency in 2020. With a rich background in sales and service, Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Chris Troka:
As a founder and owner of two businesses, I have more than 10 years of experience in creating, improving, and accelerating businesses. I am passionate about helping entrepreneurs and business owners achieve their goals and exceed their expectations.
Chris has been an entrepreneur for over 10 years. After starting and growing a successful Award-Winning Wedding DJ business, Chris finished his Marketing degree in 2021. Chris now helps other business owners with web design, digital marketing and software solutions to build a better business.
I offer website, marketing and technology services that leverage AI, Automation, CRM, and social media to build relationships and generate leads. I am certified by HubSpot and Google in inbound marketing, social media, and Google My Business, and earned my Marketing Degree in 2021. I also run a successful wedding DJ and photo booth service that has won multiple awards from The Knot. I pride myself on providing above and beyond customer service with timely communication and results.
Brain Work Frame Work Podcast
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Having successfully founded and expanded an Award-Winning Wedding DJ business, Chris further honed his expertise by completing his Marketing degree in 2021. Today, he extends his wealth of knowledge to fellow business owners, specializing in web design, digital marketing, and software solutions.
Join us as Adam and Chris delve into the intricacies of entrepreneurship, offering insights and strategies to help you build a better business.
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. 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. 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, 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/
Chris Troka, Brain Work Frame Work Podcast, 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
#ChrisTroka #BrainWorkFrameWorkPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
The Power of Simplicity and Connection
You're not moving. The fact that we connected that way, everything is good. You're not going to fumble. And so my main focus for you, for your, for your telemarketers inbound outbound for entrepreneurs, there's always that like Luke Skywalker, one shot, little hole blew up a whole thing. Achilles heel, a match can do an incendio can bring it down, right? Little things. A little bit of snow can be a snowball, but think of this chain reaction. And so my thing is, instead of analyzing your script or the list or the contract, the prices, your main thing is what you learned in kindergarten. Be nice to somebody and know their name and sit down with them. And if you can reduce all of that, then at least you have a really good chance from an educated point of view, having them make a decision because it's as pure as pure can be. And I always try to get there as quickly as possible. And by doing those positive escalations, by doing the due diligence, I have taken us from a 10 to about a two.
Brain Work Frame Work Podcast. Vision to Venture: Building a Telemarketing Empire with Richard Blank
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Join us in this episode as we dive into the incredible journey of our guest Richard Blank, who embarked on a vision quest at 27, moving abroad to Costa Rica and founding Costa Rica's Call Center (CCC) from scratch. Our guest, Richard Blank, shares insights on taking chances, advanced telemarketing strategies, conflict management, soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, and the art of phonetic micro expression reading. Discover the secrets behind CCC's success and the lessons learned along the way.
Entrepreneurship: Slaying Dragons and Personal Growth
A lot of people will decide to live their own life and not fulfill the lives of others. And so did it break some hearts? I guess. But then again, my friend, We all need to leave our own castles to slay dragons and save princesses. And if someone's holding you back, you're never going to go on a roller coaster and experience life. And so my argument was to live. And I could have always clicked my heels and come home and been in the family business. But I wanted to try. I had some grit. I had some vigor. And I know that at the end of the day, I wanted to look at myself in the mirror and know that I went 15 rounds. That's the kind of forced march that people are on as entrepreneurs. Those are the sort of moments of clarity you have when you ask yourself, do I continue or do I stop?
Reinventing Work Relationships: Checkpoints Over Burnout
Of course, you had mentioned the six-month mark where people, you know, they fall out of love. I don't believe in that. I believe in checkpoints. I believe in positive reinforcement. Let me give you specifics for my industry because most people don't like telemarketers and I do not think the majority of your audience are CEOs of call centers. They didn't sell their soul like I did for this golden fiddle. So anyway, in my industry, there are certain things that I can do. It's a luxury trade. Besides making or receiving phone calls, these individuals are bilingual, which bears the mark of higher education.
The Power of Silence in Communication
So you're not going to really know the sound unless you have the silence. And the silence, in my opinion, speaks much more than your tone, your rate, and your pitch, because that is inside of you, right? And so if you're looking for certain tell signs, if people are facetious with you or you need additional clarification, those would be the times, in my opinion, that you should interject and ask for that clarification question because something's just not right.
https://youtu.be/reNbjStx784
https://youtube.com/shorts/LhKt4ppKCiM
https://youtube.com/shorts/igv8n_PTztk
https://youtube.com/shorts/rF3UnvS70bU
https://youtube.com/shorts/7OZxs__yvg0
Adam and Chris
Adam boasts a decade-long tenure in the Insurance Industry, and establishing his own agency in 2020. With a rich background in sales and service, Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Chris Troka:
As a founder and owner of two businesses, I have more than 10 years of experience in creating, improving, and accelerating businesses. I am passionate about helping entrepreneurs and business owners achieve their goals and exceed their expectations.
Chris has been an entrepreneur for over 10 years. After starting and growing a successful Award-Winning Wedding DJ business, Chris finished his Marketing degree in 2021. Chris now helps other business owners with web design, digital marketing and software solutions to build a better business.
I offer website, marketing and technology services that leverage AI, Automation, CRM, and social media to build relationships and generate leads. I am certified by HubSpot and Google in inbound marketing, social media, and Google My Business, and earned my Marketing Degree in 2021. I also run a successful wedding DJ and photo booth service that has won multiple awards from The Knot. I pride myself on providing above and beyond customer service with timely communication and results.
Brain Work Frame Work Podcast
Welcome to Brain Work Frame Work, where seasoned professionals Adam and Chris share their wealth of experience and insights in the realms of Business, Sales, and Entrepreneurship with other like-minded business owners. Share your wins and loses, tips and tricks, and your journey through entrepreneurship.
Adam brings invaluable perspectives to the table, prioritizing exceptional customer experience—both pre and post-sale. His commitment to excellence is unwavering, and optimism is not just a word but a guiding principle in his approach.
Having successfully founded and expanded an Award-Winning Wedding DJ business, Chris further honed his expertise by completing his Marketing degree in 2021. Today, he extends his wealth of knowledge to fellow business owners, specializing in web design, digital marketing, and software solutions.
Join us as Adam and Chris delve into the intricacies of entrepreneurship, offering insights and strategies to help you build a better business.
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. 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. 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, 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/
Chris Troka, Brain Work Frame Work Podcast, 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
#ChrisTroka #BrainWorkFrameWorkPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
The Power of Simplicity and Connection
You're not moving. The fact that we connected that way, everything is good. You're not going to fumble. And so my main focus for you, for your, for your telemarketers inbound outbound for entrepreneurs, there's always that like Luke Skywalker, one shot, little hole blew up a whole thing. Achilles heel, a match can do an incendio can bring it down, right? Little things. A little bit of snow can be a snowball, but think of this chain reaction. And so my thing is, instead of analyzing your script or the list or the contract, the prices, your main thing is what you learned in kindergarten. Be nice to somebody and know their name and sit down with them. And if you can reduce all of that, then at least you have a really good chance from an educated point of view, having them make a decision because it's as pure as pure can be. And I always try to get there as quickly as possible. And by doing those positive escalations, by doing the due diligence, I have taken us from a 10 to about a two.
Bizhaps Podcast created by Ana Gonzalez. Running out of gas in the rain with Richard Blank.
An inspiring story about pushing his car in the rain with a client, which turned into a memorable bonding experience. The conversation highlights the importance of vulnerability, human connections in business, and the dedication to overcoming challenges. Richard also discusses his business and the unique opportunities in Costa Rica.
The time when I turned misfortune into a memorable moment with Richard Blank.
https://youtu.be/v0fPM23c5qE
https://youtube.com/shorts/Hf1i2TcUfaU
https://youtube.com/shorts/MScEQSntPyo
Ana Gonzalez
Ana helps businesses multiply their productivity by automating their sales and support with AI. She has an unrelenting passion for learning, constantly seeking new knowledge and getting excited by new discoveries. Originally from Mexico City, Ana now calls Austin, Texas her home.
What if you could 4x your lead conversions without changing a thing in your business?
That’s exactly what I help businesses do with my Conversational Funnels at Anabots, an AI-powered method that turns every lead into an opportunity, every interaction into a conversion, and every business into a success story.
Originally trained as an architect, I now build sales systems that never sleep, never miss a lead, and always show up when your customers are ready to buy.
AI isn’t about replacing you or your team; it’s about giving you the tools to work smarter. The best part is that you don’t need to be a tech expert to make it work. Conversational Funnels is simple, effective, and built for business owners who value their time.
Beyond building AI strategies, I co-host two podcasts, Basic Business AI and BizHaps, where I break down complex AI strategies into simple terms and highlight real stories from entrepreneurs. I’m always looking for fresh voices, so if you’d like to share your insights or story, let’s talk about having you on as a guest!
If you’d like to know about how this could work for your business, let’s chat.
Vulnerability and Growth
I could have done the easy thing and punked out, but I did the tough thing and just sucked it up. And little did I know that this individual might've been in this situation before, And so they extended some empathy, got out there and pushed with me. And I can also take the jokes and the jabs. That's what it's all about. It only gives you more foundation, more bonding and a funny sort of talk about during cocktails. I knew this in business. If you can make yourself vulnerable, my good friend, Anna, it makes you powerful. And that was one of the days I shed some skin and actually grew as a person.
And if you're just looking to connect or explore collaborations, I’d love to hear from you!
Bizhaps are quick stories of heroic wins, hilarious losses, and a whole lot of in-between.
Anything about the day-to-day grind of aan entrepreneur: employees, customers, or weird situations.
Bizhaps can be good, bad, funny, or sad.
They can be a big win, a tough loss, or a valuable lesson.
They’re short, sweet, to the point, and designed to educate, entertain, or inspire.
One Bizhap per day keeps burnout away!
welcome to baps we're entrepreneurs that quick hit bide stories from their business life that teach entertain and Inspire us to grow my name is Anna Gonzalez and I'm your host baps is brought to you by anab Bots we automate sales and support with AI so you can close more deals save more money and make your team more productive visit anab buts. to get started that's anab bot ts.
a today's guest is Richard Blanc he is the CEO of Costa Rica's call center his Bish up is about that time when in a suit and out of gas he pushed his car in the ring and his client even helped so Richard welcome to the show let's get into your story and I'm so happy to be with you and your audience today so my biz have my goodness gracious about 10 years ago
I was enjoying a sunny day with my 1992 Volkswagen Cabriolet convertible but then all of a sudden it's the rainy season so you got to put the top up little did I know I forgot that I ran out of gas and so when I was going to take a client out to dinner on P cologne which is the main street all I had to do is go down one block make it right and I'm on the highway well did I know a quarter of a block there the car conks out what do I do I'm in a suit the guy's sitting next to me and I said listen I took my jacket off I go I'm gonna push this thing you mind sitting in the driver's seat and we'll get it to the gas station my buddy looks at me goes no man I'm taking my jacket off too getting out there and I'm going to help you push this oh my go are you serious he goes absolutely this never happens and so in the rain pushing it down Main Street cars of course hitting puddles on purpose just to soak me thank you beeping the works
all I know is when I pulled that thing into the gas station filled her up I'm looking at the guy I'm drenched suits ruined he looks at me and he goes listen just dropped me off at the hotel picked me up a half an hour later after our change we're still getting dinner and I was like my man and so don't kid yourself when things like this happen you get to see a certain side of you there's character during chaos Anna I could have done the easy thing and punked out but I did the tough thing and just sucked it up
little did I know that this individual might have been in this situation before and so they extended some empathy got out there and pushed with me and I can also take the jokes and the Jabs that's what it's all about it only gives you more Foundation more bonding and a funny story to talk about during cocktails oh oh yes yes I knew this in business if you can make yourself vulnerable hble my good friend Anna it makes you powerful and that was one of the days I shed some skin and actually grew as a person I love this phrase that you just said if you can make yourself vulnerable vulnerable it makes you powerful because yes we're not robots
I can see how that was a great bonding moment with your client still client to this day he's like hey what's up gas man I'm like thanks okay of course call me the gas man so uh that's just how it goes that's awesome and yeah I mean my biggest takeaway is yes you're doing business with your clients but you're also a human being and if they can see that it builds trust with them well I literally danced in the rain and they saw it and they saw what happened when the chips were down and a client's there and times's a ticking what do you do well you step up to the plate you do what you think is best and and you can laugh a minute because if you can laugh it lets off so much Steam and I went from like a 10 to a two and I took that eight and I used that to push my car but uh it's not the point the point is we're not perfect we don't b a thousand
I think if you get a scar and you're proud of it or if there is an experience that you grew from it then it only makes you better person and so I'm more than happy to talk to you and your tens of thousands of amazing fans and spilling my guts I'm letting you know that it happened to me and it may me today you tomorrow so just be prepared you know some of these things do come up and uh when you do it just capture it drink life enjoy it and then you get to get on Anna's amazing show and tell your story about it fantastic thanks so much for that so Richard who do you serve and how can those people find you well I got a huge Facebook fan page of 137,000 local Costa Rican tikos once this goes live you have so much new fans but it also gives your audience a chance a grasp of the business process Outsourcing industry in Central America North of Panama south of Nicaragua only Democratic Society in Central America no standing army so we have a 95% literacy rate in education Amazon HP Intel oror here and we're known for ecotourism so it's a great place to be and I've been here the last 24 years that's awesome thank you so much to Our Guest Richard blank for coming in and sharing his story about how in a suit and out of gas he pushes car in the rain and even his client help there great bonding moment.
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. 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. 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, 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/
Ana Gonzalez, Bizhaps Podcast, 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
#AnaGonzalez #BizhapsPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
Bizhaps Podcast created by Ana Gonzalez. Running out of gas in the rain with Richard Blank.
An inspiring story about pushing his car in the rain with a client, which turned into a memorable bonding experience. The conversation highlights the importance of vulnerability, human connections in business, and the dedication to overcoming challenges. Richard also discusses his business and the unique opportunities in Costa Rica.
The time when I turned misfortune into a memorable moment with Richard Blank.
https://youtu.be/v0fPM23c5qE
https://youtube.com/shorts/Hf1i2TcUfaU
https://youtube.com/shorts/MScEQSntPyo
Ana Gonzalez
Ana helps businesses multiply their productivity by automating their sales and support with AI. She has an unrelenting passion for learning, constantly seeking new knowledge and getting excited by new discoveries. Originally from Mexico City, Ana now calls Austin, Texas her home.
What if you could 4x your lead conversions without changing a thing in your business?
That’s exactly what I help businesses do with my Conversational Funnels at Anabots, an AI-powered method that turns every lead into an opportunity, every interaction into a conversion, and every business into a success story.
Originally trained as an architect, I now build sales systems that never sleep, never miss a lead, and always show up when your customers are ready to buy.
AI isn’t about replacing you or your team; it’s about giving you the tools to work smarter. The best part is that you don’t need to be a tech expert to make it work. Conversational Funnels is simple, effective, and built for business owners who value their time.
Beyond building AI strategies, I co-host two podcasts, Basic Business AI and BizHaps, where I break down complex AI strategies into simple terms and highlight real stories from entrepreneurs. I’m always looking for fresh voices, so if you’d like to share your insights or story, let’s talk about having you on as a guest!
If you’d like to know about how this could work for your business, let’s chat.
Vulnerability and Growth
I could have done the easy thing and punked out, but I did the tough thing and just sucked it up. And little did I know that this individual might've been in this situation before, And so they extended some empathy, got out there and pushed with me. And I can also take the jokes and the jabs. That's what it's all about. It only gives you more foundation, more bonding and a funny sort of talk about during cocktails. I knew this in business. If you can make yourself vulnerable, my good friend, Anna, it makes you powerful. And that was one of the days I shed some skin and actually grew as a person.
And if you're just looking to connect or explore collaborations, I’d love to hear from you!
Bizhaps are quick stories of heroic wins, hilarious losses, and a whole lot of in-between.
Anything about the day-to-day grind of aan entrepreneur: employees, customers, or weird situations.
Bizhaps can be good, bad, funny, or sad.
They can be a big win, a tough loss, or a valuable lesson.
They’re short, sweet, to the point, and designed to educate, entertain, or inspire.
One Bizhap per day keeps burnout away!
welcome to baps we're entrepreneurs that quick hit bide stories from their business life that teach entertain and Inspire us to grow my name is Anna Gonzalez and I'm your host baps is brought to you by anab Bots we automate sales and support with AI so you can close more deals save more money and make your team more productive visit anab buts. to get started that's anab bot ts.
a today's guest is Richard Blanc he is the CEO of Costa Rica's call center his Bish up is about that time when in a suit and out of gas he pushed his car in the ring and his client even helped so Richard welcome to the show let's get into your story and I'm so happy to be with you and your audience today so my biz have my goodness gracious about 10 years ago
I was enjoying a sunny day with my 1992 Volkswagen Cabriolet convertible but then all of a sudden it's the rainy season so you got to put the top up little did I know I forgot that I ran out of gas and so when I was going to take a client out to dinner on P cologne which is the main street all I had to do is go down one block make it right and I'm on the highway well did I know a quarter of a block there the car conks out what do I do I'm in a suit the guy's sitting next to me and I said listen I took my jacket off I go I'm gonna push this thing you mind sitting in the driver's seat and we'll get it to the gas station my buddy looks at me goes no man I'm taking my jacket off too getting out there and I'm going to help you push this oh my go are you serious he goes absolutely this never happens and so in the rain pushing it down Main Street cars of course hitting puddles on purpose just to soak me thank you beeping the works
all I know is when I pulled that thing into the gas station filled her up I'm looking at the guy I'm drenched suits ruined he looks at me and he goes listen just dropped me off at the hotel picked me up a half an hour later after our change we're still getting dinner and I was like my man and so don't kid yourself when things like this happen you get to see a certain side of you there's character during chaos Anna I could have done the easy thing and punked out but I did the tough thing and just sucked it up
little did I know that this individual might have been in this situation before and so they extended some empathy got out there and pushed with me and I can also take the jokes and the Jabs that's what it's all about it only gives you more Foundation more bonding and a funny story to talk about during cocktails oh oh yes yes I knew this in business if you can make yourself vulnerable hble my good friend Anna it makes you powerful and that was one of the days I shed some skin and actually grew as a person I love this phrase that you just said if you can make yourself vulnerable vulnerable it makes you powerful because yes we're not robots
I can see how that was a great bonding moment with your client still client to this day he's like hey what's up gas man I'm like thanks okay of course call me the gas man so uh that's just how it goes that's awesome and yeah I mean my biggest takeaway is yes you're doing business with your clients but you're also a human being and if they can see that it builds trust with them well I literally danced in the rain and they saw it and they saw what happened when the chips were down and a client's there and times's a ticking what do you do well you step up to the plate you do what you think is best and and you can laugh a minute because if you can laugh it lets off so much Steam and I went from like a 10 to a two and I took that eight and I used that to push my car but uh it's not the point the point is we're not perfect we don't b a thousand
I think if you get a scar and you're proud of it or if there is an experience that you grew from it then it only makes you better person and so I'm more than happy to talk to you and your tens of thousands of amazing fans and spilling my guts I'm letting you know that it happened to me and it may me today you tomorrow so just be prepared you know some of these things do come up and uh when you do it just capture it drink life enjoy it and then you get to get on Anna's amazing show and tell your story about it fantastic thanks so much for that so Richard who do you serve and how can those people find you well I got a huge Facebook fan page of 137,000 local Costa Rican tikos once this goes live you have so much new fans but it also gives your audience a chance a grasp of the business process Outsourcing industry in Central America North of Panama south of Nicaragua only Democratic Society in Central America no standing army so we have a 95% literacy rate in education Amazon HP Intel oror here and we're known for ecotourism so it's a great place to be and I've been here the last 24 years that's awesome thank you so much to Our Guest Richard blank for coming in and sharing his story about how in a suit and out of gas he pushes car in the rain and even his client help there great bonding moment.
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. 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. 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, 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/
Ana Gonzalez, Bizhaps Podcast, 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
#AnaGonzalez #BizhapsPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
Bizhaps Podcast created by Ana Gonzalez. Running out of gas in the rain with Richard Blank.
An inspiring story about pushing his car in the rain with a client, which turned into a memorable bonding experience. The conversation highlights the importance of vulnerability, human connections in business, and the dedication to overcoming challenges. Richard also discusses his business and the unique opportunities in Costa Rica.
The time when I turned misfortune into a memorable moment with Richard Blank.
https://youtu.be/v0fPM23c5qE
https://youtube.com/shorts/Hf1i2TcUfaU
https://youtube.com/shorts/MScEQSntPyo
Ana Gonzalez
Ana helps businesses multiply their productivity by automating their sales and support with AI. She has an unrelenting passion for learning, constantly seeking new knowledge and getting excited by new discoveries. Originally from Mexico City, Ana now calls Austin, Texas her home.
What if you could 4x your lead conversions without changing a thing in your business?
That’s exactly what I help businesses do with my Conversational Funnels at Anabots, an AI-powered method that turns every lead into an opportunity, every interaction into a conversion, and every business into a success story.
Originally trained as an architect, I now build sales systems that never sleep, never miss a lead, and always show up when your customers are ready to buy.
AI isn’t about replacing you or your team; it’s about giving you the tools to work smarter. The best part is that you don’t need to be a tech expert to make it work. Conversational Funnels is simple, effective, and built for business owners who value their time.
Beyond building AI strategies, I co-host two podcasts, Basic Business AI and BizHaps, where I break down complex AI strategies into simple terms and highlight real stories from entrepreneurs. I’m always looking for fresh voices, so if you’d like to share your insights or story, let’s talk about having you on as a guest!
If you’d like to know about how this could work for your business, let’s chat.
Vulnerability and Growth
I could have done the easy thing and punked out, but I did the tough thing and just sucked it up. And little did I know that this individual might've been in this situation before, And so they extended some empathy, got out there and pushed with me. And I can also take the jokes and the jabs. That's what it's all about. It only gives you more foundation, more bonding and a funny sort of talk about during cocktails. I knew this in business. If you can make yourself vulnerable, my good friend, Anna, it makes you powerful. And that was one of the days I shed some skin and actually grew as a person.
And if you're just looking to connect or explore collaborations, I’d love to hear from you!
Bizhaps are quick stories of heroic wins, hilarious losses, and a whole lot of in-between.
Anything about the day-to-day grind of aan entrepreneur: employees, customers, or weird situations.
Bizhaps can be good, bad, funny, or sad.
They can be a big win, a tough loss, or a valuable lesson.
They’re short, sweet, to the point, and designed to educate, entertain, or inspire.
One Bizhap per day keeps burnout away!
welcome to baps we're entrepreneurs that quick hit bide stories from their business life that teach entertain and Inspire us to grow my name is Anna Gonzalez and I'm your host baps is brought to you by anab Bots we automate sales and support with AI so you can close more deals save more money and make your team more productive visit anab buts. to get started that's anab bot ts.
a today's guest is Richard Blanc he is the CEO of Costa Rica's call center his Bish up is about that time when in a suit and out of gas he pushed his car in the ring and his client even helped so Richard welcome to the show let's get into your story and I'm so happy to be with you and your audience today so my biz have my goodness gracious about 10 years ago
I was enjoying a sunny day with my 1992 Volkswagen Cabriolet convertible but then all of a sudden it's the rainy season so you got to put the top up little did I know I forgot that I ran out of gas and so when I was going to take a client out to dinner on P cologne which is the main street all I had to do is go down one block make it right and I'm on the highway well did I know a quarter of a block there the car conks out what do I do I'm in a suit the guy's sitting next to me and I said listen I took my jacket off I go I'm gonna push this thing you mind sitting in the driver's seat and we'll get it to the gas station my buddy looks at me goes no man I'm taking my jacket off too getting out there and I'm going to help you push this oh my go are you serious he goes absolutely this never happens and so in the rain pushing it down Main Street cars of course hitting puddles on purpose just to soak me thank you beeping the works
all I know is when I pulled that thing into the gas station filled her up I'm looking at the guy I'm drenched suits ruined he looks at me and he goes listen just dropped me off at the hotel picked me up a half an hour later after our change we're still getting dinner and I was like my man and so don't kid yourself when things like this happen you get to see a certain side of you there's character during chaos Anna I could have done the easy thing and punked out but I did the tough thing and just sucked it up
little did I know that this individual might have been in this situation before and so they extended some empathy got out there and pushed with me and I can also take the jokes and the Jabs that's what it's all about it only gives you more Foundation more bonding and a funny story to talk about during cocktails oh oh yes yes I knew this in business if you can make yourself vulnerable hble my good friend Anna it makes you powerful and that was one of the days I shed some skin and actually grew as a person I love this phrase that you just said if you can make yourself vulnerable vulnerable it makes you powerful because yes we're not robots
I can see how that was a great bonding moment with your client still client to this day he's like hey what's up gas man I'm like thanks okay of course call me the gas man so uh that's just how it goes that's awesome and yeah I mean my biggest takeaway is yes you're doing business with your clients but you're also a human being and if they can see that it builds trust with them well I literally danced in the rain and they saw it and they saw what happened when the chips were down and a client's there and times's a ticking what do you do well you step up to the plate you do what you think is best and and you can laugh a minute because if you can laugh it lets off so much Steam and I went from like a 10 to a two and I took that eight and I used that to push my car but uh it's not the point the point is we're not perfect we don't b a thousand
I think if you get a scar and you're proud of it or if there is an experience that you grew from it then it only makes you better person and so I'm more than happy to talk to you and your tens of thousands of amazing fans and spilling my guts I'm letting you know that it happened to me and it may me today you tomorrow so just be prepared you know some of these things do come up and uh when you do it just capture it drink life enjoy it and then you get to get on Anna's amazing show and tell your story about it fantastic thanks so much for that so Richard who do you serve and how can those people find you well I got a huge Facebook fan page of 137,000 local Costa Rican tikos once this goes live you have so much new fans but it also gives your audience a chance a grasp of the business process Outsourcing industry in Central America North of Panama south of Nicaragua only Democratic Society in Central America no standing army so we have a 95% literacy rate in education Amazon HP Intel oror here and we're known for ecotourism so it's a great place to be and I've been here the last 24 years that's awesome thank you so much to Our Guest Richard blank for coming in and sharing his story about how in a suit and out of gas he pushes car in the rain and even his client help there great bonding moment.
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. 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. 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, 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/
Ana Gonzalez, Bizhaps Podcast, 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
#AnaGonzalez #BizhapsPodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry.
Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world
ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world.
Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL!
We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success.
Effective Communication Strategies for Business Success w/ Richard Blank
https://youtu.be/HFjBxDm5PKQ
https://youtu.be/t5g0XeWzitg
https://youtu.be/Kb_XiNxQNDE
https://youtu.be/b18p4Cx0OUE
https://youtu.be/lwl7e7-Vu7Y
https://youtu.be/1zGpADZMLSE
https://youtu.be/Dyf9B3UaEHw
https://youtu.be/Kb9v6dIWJs8
https://youtu.be/0pSneFpZJCE
Have you ever wondered what it takes to master the art of communication in the call center industry?
Summary:
In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members.
Key Takeaways:
Personalized interactions are crucial for success in the call center industry.
Understanding cultural nuances can lead to more effective communication.
Making a memorable first impression is key to building lasting relationships.
Adapting communication styles for different regions can improve client engagement.
Conducting due diligence is essential before contacting prospects.
Overcoming the challenge of repetitive language can invigorate workplace communication.
Richard's insights have a significant impact on improving business interactions.
A Creative Approach to Sales Calls
I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me.
Building Authentic Relationships in Customer Service
The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy.
Crafting unique phone interactions
But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz.
Energized Introduction and Personal Journey
You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors.
Humor and Strategy in Telemarketing Calls
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me.
Importance of Due Diligence in Sales
Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company.
Navigating the High-Pressure World of Telemarketing
What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.
Using the Buffer Boomerang Technique
All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was.
The Best in Education
We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed.
Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. By working away from the office and in new surroundings that inspire creativity and togetherness, your team can focus on projects that will have a substantial payoff for your organization.
At our company, we understand the importance of retreats and provide the necessary guidance and support to ensure your event is a success. We work closely with your team to create a customized retreat that aligns with your organization's goals and objectives. Our services are designed to help your team bond, collaborate, and come away with a renewed sense of purpose and energy.
Keep your employees educated, happy and successful
At Professional Global Etiquette, we recognize the significance of having a competitive advantage in today's business world. That's why we offer customized training in business protocol and etiquette that help both companies and employees build successful enterprises.
Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace.
We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information.
With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience.
The Global Advantage: Building Cultural Competence For Business Success
"The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status.
Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts.
At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena
"Savvy Dining: Mastering the Art of Business Meals
"Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted.
In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette.
In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills.
With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success!
The Difference is Adrienne
I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients.
Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners.
Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me.
Custom and Personalized Programs
At our company, we take the time to understand your goals and objectives, and work with you to develop a customized etiquette education plan that suits your unique needs. We believe that a one-size-fits-all approach doesn't work, so we offer tailored packages rather than packaged programs. As your partner, we work closely with you and become an extension of your business.
We specialize in providing soft skills training programs designed to help individuals and teams improve their communication, leadership, time management, and teamwork skills. Our practical approach ensures that we complement your current and future activities across various departments. We provide etiquette and protocol training for real-world situations, and focus on providing you not only with knowledge but also with practice.
With our customized solutions, we help you achieve your objectives and build a better, more effective team.
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/en/outbound-bpo-campaigns/
#ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee
ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
The Science of CX podcast. Key Takeaways Into More Productive Customer Engagements with Richard Blank
The Science of CX is a groundbreaking new weekly podcast developed to
address the millions of businesses that need to learn techniques to compete better
in today’s business landscape, by using CX as the cornerstone of a new strategy.
Join Steve Pappas in the lab as he puts his 25+ years to the test to make your
business (soar, grow and accelerate).
Getting to know Richard the man. How did he end up with such a large collection of restored pinball machines and jukeboxes?key ingredients to ensure an effective micro-expression conversationHow agents can positively handle and grow from negative calls and feedback from customersRunning a small business? Well tune in and find out what tips Richard has to help you leverage your everyday conversations into a goldmineTime and numbers. Find out whether or not it's productive to measure your employee’s efforts based on the number of hours or sales made Richard shares with us his unique and world-class system of training and mentoring new agents An exercise you can easily pick up in helping you become a better micro expression reader
https://youtu.be/RJnuK2lPYFc?si=yrsPGin8LM1sXy5F
https://youtu.be/AOPI8wCqX-0
Key Takeaways
Learn how to turn new customers into the most loyal customers and be on the
mind of everyone in town. Whether you’re a beginner or seasoned expert, you will
learn something useful in each and every episode.
CXpert - interviews with CX Leaders and Influencers that have made it their
business to treat customers like a million. Steve, will use his years of CX-Centric
business knowledge to bring out cool ideas for every business owner to
learn new techniques and also avoid some
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
you're listening to the science of C. X. A podcast that hopes to inspire business owners and leaders to learn new techniques and turn prospects into customers, enter customers into raving fans. My name is Steve Pappas. I'm known for my relentless pursuit of all thing’s customer across my career. And in my six startups, I've had to learn how to make decisions in business that customers really respond to. Let's spend some time together and help your business soar grow and accelerate. Well, welcome everybody to another episode of the science of C. X. I'm Steve Pappas, your host and as always, we look everywhere to find the experts that can help you in your business journey as well as your customer experience initiatives within your organization.
Today is No exception. Today we're going to be talking about some remarkably interesting areas. We're going to cover a lot of material. Please take notes if you want or you can come back and listen to it multiple times because that makes it seem like we have more listeners. Hey, yeah, do that. Instead listen to this episode 3, 4 or five times. That'll do it. Anyway, we're going to be talking about advanced telemarketing strategies. We're going to be talking about conflict management, interpersonal skills, customer support, rhetoric, Gamification, employee motivation and phonetic micro expression reading.
Have I piqued your interest yet? Well, we have a gentleman on today. His name is Richard blank, and he comes to us from Costa Rica, and he is the head of a great business process, outsourcing contact center, but he's also an expert in so many different areas that we want to talk about. So why don't we bring him in from the virtual green room? You know, there's no real green room of course by now, but let's pretend he's coming in from the green room and we'll welcome him to the show.
Richard, thanks for joining us today on the show. See, that's an amazing introduction. I'm so happy to be here, really enjoy your work and cannot wait to share amazing ideas with your audience today. That's great. Well, I'm going to give folks a little bit about your bio just so they understand where we're going to start from and maybe some interesting things about you too. So, Richard's journey in the car Contact 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 Costa Rica 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. I think he learned a few things along the way. Richard blank has the largest collection of restored American pinball machines and antique rock ola jukeboxes in central America making Gamification a strong part of Costa Rica Contact center. Culture. Richard blank is the chief executive officer for Costa Rica’s Call center since 2008. Richard also holds a bachelor's 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 Honor Society induction ceremony.
Giving back to the high school is especially important to Richard as such. He endows a scholarship each year for students that plan on majoring in a world language at the university level. So, I've got to start Richard with the first part here that just jumped right at me as the largest collection of restored American pinball machines and jukeboxes. Now if anybody knows me, they know that I love pinball aside from playing guitar for the last for years. I love pinball, I don't quite go into the Galaga and those things that my wife loves but I love playing pinball.
So, tell us what you have got, I'd love to know what kind of pinball machines you have Steve, I'm so glad that you started with dessert first and naturally our favorite class in school was recessed. So absolutely. I grew up in the seventies and eighties and the arcades were just some of the most amazing places to make friends and compete. It was so new and the artwork on the cabinets and the marquees, it really was an experience and always wanted that game room like Ricky Schroder and silver spoons.
I was jealous. So, I wanted one and down here since I own a call center and I have the space, I go treasure hunting and one man's trash is another man's treasure and they just really do not know what they have in their bodegas. And so, I will find a machine and bring it back here. And with specialist I restore them now regarding my pinball machines. The oldest one that I have is a 1976 Bally's freedom. And one of the newer ones would be like, let's say a last action hero where a doctor who I have an M. B. A fast break in a mouse.
And around I got Williams, space shuttle 1987 I got a judge Dredd Street fighter, two lethal weapon, three jokers, World cup hook and Jurassic Park. So, it turned out into a hobby became an obsession. And when you're a married man, you decide which hills to die on which swords to fall upon. And my wife and I have this agreement where pretty much everything is in her favor. But the one thing she knows that makes me happy of restoring these old classic jukeboxes and pinball machines because what an error and the craftsmanship and the fact that they've been preserved for decades shows that people really cared about these machines.
Now you and I was awfully expensive growing up. So, it seemed like a luxury. But the fact that we can afford it. It really is something that I take full advantage of when I have the moments with just not my agents but myself. There's always a pinball marathon going on down here. Well, it's great that you have the employee engagement to do that. But I'll tell you, we had bought one, we had a terminator pinball machine at one point that had the gun for the pinball release, but it took so much to get it into the basement of the home that we were living in when we sold the house.
We negotiated to sell the pinball machine, so I didn't have to get it out of there. It was so heavy to move, and I wasn't about to, but I have been in the market for another one right now. The prices are through the roof on all those two. I was looking for an Adam’s family or another terminator, but the Adams family was the one that kind of thrilled me and as well as jukeboxes, it's funny, we have a lot of similar interests in collection.
I don't have any jukeboxes. I wanted to cut my teeth on the first one and I have a buddy in the UK that restores German jukeboxes and he's one of the largest in the world that restores those early seventies and eighties jukeboxes that were built in Germany. I think it was like N C D M or something like that and that's an interesting market. But let's get on to some of the other areas that we're going to talk about. I gave folks at the beginning of the episode, a lot of terminology that we're going to be talking about today.
And one of the things that I really wanted to discuss, this idea of phonetic micro expressions, I don't know if our audience knows what that really is or maybe some do and of course they'll yell at me in the comments etcetera. But can we talk about these things because let's jump into some of these areas that we're going to get across and are these all used the things we're going to talk about? They all used in the contact center, and can you train people in all these areas?
They're used in my call center and just depends on the sort of profiled agent that you have there. Let me take it back a bit. Everybody studies micro expression reading. There was a tv show called Lie to Me that specialized in where you can judge people's postures, their eyes, their face, their hands. I mean there's books and seminars about it now when you're on the phone, three of your senses are removed, your taste, touch and smell. And the scientists claim that when you do have one that is removed, your others expand.
So, I expect you to do much more active listening and then people can also argue that you can't see people on the phone, but I beg to differ because there is image streaming, you have metaphysics when you read a book, it's better than the movie because of imagination. You can use more descriptions and more adjectives but let's just concentrate on the sound of speech. The average attention span is about 30 seconds to two minutes, conversations have introductions, bodies and conclusions. So, if you have a controlled environment, you can have a consistent variable and then you can see inconsistencies.
So now we have a base of how we're going to study speech and 32nd segments. Okay your tone is what represents your emotion, and it should be confident and empathetic because that should be consistent on your end. People will talk about a mirror imaging technique Steve, and I agree with that. But you also need to know how you're speaking for your adjustments. So, your mirror imaging isn't about you sitting across from someone and crossing your arms and tapping a finger. No, you don't have that over the phone.
So, eliminate any sort of mirror imaging face to face. I study the rate and the pitch. These are things that can be done in any language. I do not study semantics. The word choice. I'm studying the tone of your voice which is mine is consistent. I could care less what your tone is. That could be a flag or a mask, but you study someone's rate of speech and how loud they speak their pitch and every 30 seconds to two minutes. Think about the X. Y. Chart that you had in pre-algebra, you can see how fast or how loud they're going.
You consistently market every 30 seconds to two minutes. I would back it up with an answering speed because that is something that you cannot control. It's more subconscious, you can manipulate your tone rate and pitch. But the professional interrogators and police officers’ usual throw the question in the fourth or fifth time to really judge the answering speed. So, if you can do that xy chart with a horizontal line behind it and kind of gauge from 0 to 10 where you're going, you will see areas of spikes or dips and in my opinion that's the time to ask a tie down or pin down question or clarification question.
And these are certain times in which you're able to assist the conversation of moving forward for better clarification and it's not really giving away your power on that. You're really doing more of the Wuwei the less struggle the rudder of the ship. And so, this phonetic micro expression reading can be done just mind you this in your 1st 30 seconds. I don't know you and one is the loneliest number in your second minute. We could have a match off one and a one fast and high, low and slow by five at least.
You might have an odd man out in regard to your quadrants because after you've gone all four quadrants you have to repeat a quadrant, but most of the time people are in quadrant, on the top and the fast and so by your 10th 30 seconds to two minutes. Think about it like this, it's about 4. 5 to 5 minutes on something like that. And by your 11th you should know how somebody is speaking that's 5. 5 minutes in on a 10-minute conversation. And by then you will know how to close the deal.
And so, once you see it you can't unsee it. After three weeks it becomes habit and once you start paying attention to it it becomes very lucid and clearer. You are not lying and I'm not manipulating but these people are obviously giving away certain tell signs on how they speak on first time or even long term conversations and if you do catch somebody being facetious or not as clear, maybe ask them to repeat it using other senses or using another example to see if they're consistent. And so, I think it's an excellent way not to be offensive because passive aggressively you could once again use a me-too technique with somebody.
Let's just say you can't hear them. It's a bad connection on a cellphone or a dog is barking in the background. I try to fall on that small sword instead of placing blame on them, it's for my clarification Steve, did you say 123 or ABC because the worst thing you could ever do Is have somebody so upset and go down rabbit holes because now you need to restart your phonetic micro expression, reading the Tarot Card Reader said you could read two different reads in 10 minutes depending if it's sunny or raining, same person, same hour, but it could be a different read.
So, the greatest thing you could do is to ride that weight and keep it at that apex if you can. It's like when people said lucid dreaming, you really don't want to readjust your body to be able to keep that consistent breathing and body posture. With someone that you're speaking with, you try to keep them as consistent as possible. There's a little wiggle room there but don't go extreme and if you can handle something like that, fall on these swords, get clarification.
I think your audience would have some extremely effective conversations with people on the first time. This is a remarkably interesting area because we do have an awful lot of folks that either work in contact centers or are managing contact centers or even outsource to contact centers. And the training of agents tends to be remarkably similar in most organizations but they're not thinking about how they can better control they’re usually using the approach where gee I'm sorry you're having that problem. So, they're falling on the sword most of the time.
But if you think about the calls, right? If you think about the types of calls that come in, I mean they're not picking up the phone because they're just calling to say thank you or their colleagues to say gee what an excellent product this is. They're usually picking up the phone or they're making a contact with them because there's an issue, there's some type of an issue either they don't understand, they don't know how to fill out, they don't know how to do something or there's a more negative issue.
So, if you think about the incoming approach that happens, a lot of it tends to be negative. And unfortunately, the contact center agents these days are feeling increasingly of society's negativity coming out of the pandemic. You know, because people who are very understanding more, more understanding during the pandemic, but they’re taking it out on front line people. So, I don't know how you guys have seen things. But from the folks that I've spoken to in the last few months, it seems like most of the calls are key issues and they have to diffuse right away.
So can they use the phonetic micro expression method that you talk about to kind of even the playing field and get them to calm down so that they can explain what their issue is better rather than they're ready to blow up at any moment type of thing. Sure. And I'm glad that you brought that up, that's a subject that I can easily address and apply the phonetic micro expression read because mind you my friend you could start the call yelling and cursing and at the end thanking them.
So naturally your phonetic micro expression reading might be adjusted with raid and Fitch. But I would never say that I'm sorry unless you specifically spilled the drink or broke the window because then you might get offended because this individual speaking with you is so nice, they didn't do it but they're apologizing for someone else's broken window. So, my suggestion from my agents immediately is to thank you Steve for sharing that with me. I understand your position didn't mean that I agree with it, but I understand your position and allow me a moment to make it work and fix it for you.
And so now the audience, your client coming in, guns a blazing isn't really putting all that anger at the individual because that individual did not make that problem. They're taking the shrapnel; you say the incoming. That's a wonderful way to use it incoming Obama grenade. But I like to defuse. There's a technique that I use called the buffer boomerang technique. And so, if somebody comes at me with a negative tone, I will like sponge and buffer that negative tone. I will name drop you and say Steve.
That's an excellent question, repeat back your question what it was to show active listening. So, there's a connected key lock there and then boomerang it back as a plus three. So, I could potentially my friend readjust the tone and the pace of the call to then put it back into that phonetic micro expression reading that you need to really nail it. But I believe that people are frustrated and mind you this there's a lot more omnichannel non voiced support. So, prior to that phone call they might have filled out a couple forms, send a couple of emails that only elevates the stress.
So, when they're calling, they're almost letting off steam. And if you allow them to speak, you'd be surprised how it goes from attend to it to both in pitching the rate they cry it out and then everyone calms down. You've taken copious notes. Now, Steve, you mentioned A B. C. And D. What about the Richard? Thank you, Steve. And e there's nothing wrong with raking and reviewing and meeting minutes. It's I can't just solve it with you with a magic potion. These things, someone is coming to you emotional, they don't know you you might need to repeat your name multiple times in third person because now they're embarrassed.
Three men it's in to ask your name Steve. So, you could say okay at the end of this call, Richard, you're going to say Steve. You really helped me out in this section you know, oh thank you Steve. Great. I got them I anchored. And so, these are certain soft skills to just be polite, show your manners, Take that certain control of a conversation, more of a shepherd with its sheep. They zigzag but they still go back in the barn. So, I don't need so many jagged edges.
There are no straight lines in nature and and I love empathy with somebody because when I use your name, I will usually use it in a transitional sentence or confirmation. And then during the conversation I will use personal pronouns as you know the yours and ours just to make sure that I'm keeping your conversation going in your attention and then landing in the bomb when I dropped the name drop and you should take these calls every 30 seconds to two minutes because as you say, they could change. But this gives you an excellent chance, my friend, if you really want to look at it logically that if somebody is calling in, you have a chance to retain the client, you have the chance to up sell them.
If that's what you're doing, you could get a referral out of it. But look at it like this, let's say we drop the ball. Worst case scenario, this individual will take the time to do an exit interview and tell us areas in which we could have improved or what our competition had done to earn their business and as long as you're willing to keep an open mind and I don't like the word constructive criticism. I mean you fumbled the ball; you should have known what you were doing.
Then just call the balls and the strikes and let you know that you made this error and learn from it and don't do it again. And these are the sort of things call by call person by person instead of doing 100 calls a day Steve. Why don't you have your agents take 95? They're taking extra couple three minutes on the phone to let Mr. jones relax a little bit. That is the secret to the successor old school style. This is interesting because as you're explaining some of these tips and techniques, it occurs that it doesn't just apply in the contact center world.
I mean this could be if you're a brick-and-mortar store, it could be your pizza place. There could be people calling because hey, you got the wrong toppings on my pizza. The delivery was wrong or there could be all kinds of things, but it applies to all areas of business and people running small businesses could learn from these same techniques. Don't you agree? This could save a thanksgiving dinner. A marriage. These are just diplomatic soft skills of attentive listening and prioritizing, but I couldn't agree with you more and I never even shared with you.
My favorite technique. It's the positive escalation when I call a place and people always give the gatekeeper a bad rap. But these are the individuals that the CEO and the owners love the most and they're the first impression and the strongest warrior of the tribe. They're the first one there, representing them in the best light. And so, for me, I'd like to understand their protocol. I like to properly introduce myself and say the name of their company and ask how their company is doing sometimes better than they do just to at least give them a taste of how I speak instead of just immediately asking to speak to you Steve.
And then if this individual decides to transfer me the first thing, I'm going to let them know prior to the transfers that they did an excellent job. And I will be mentioning that verbally to the owner of the company and at the conclusion of the call with the owner of the company, I will also mention that in writing. So, if I happen to call your company back, the Richard Circle's complete because this individual remembers me, and I've heard dozens and dozens of times. I thank you and saying I've been here for a decade and you're the first person that wrote about me to Mr. jones.
And these are individuals that will tell you anniversaries and promotions or no Steve’s direct extensions. 1 25 calms on Thursdays at two. Thank you, Catherine. I appreciate it and I love them to death. Those are the greatest insiders. It's a plethora of information and the moment that you start bullying your way in there or pretending they're waiting for your call or your insistent. That's why they're there to hang up on you. But there's a certain way to be not clever, but you have 30 seconds to make a first impression.
Half of that is your speech her speech and give a couple of seconds of silence. So, you really got about 12 seconds to speak. That's not a lot. My suggestion is to say things that they're most familiar with which is the name of their company and their own name and then you got to do your own name as well because you can't be anonymous. The whole call that's shady. You can use a little bit of that in the beginning by just doing a name spike in a proper introduction and if you get the past to pitch, you have the momentum and then you do once again that sort of escalation.
It It seems to work for me because it separates you from hundreds if not thousands of people that are prospecting that business interesting back to the contact center for a second. You talked about have your agents take 95 calls instead of 100 but most of the contact centers that I've dealt with over the past 20 plus years. They're driven by their average handle time. They're driven by the numbers to some degree. They're even told when they're going to the bathroom. How do you resolve that to a contact center manager that is just driving everything by the numbers.
So, you're an intake coordinator for a law firm for lawsuits against firings or disabilities and somebody calls in and they happen to become emotional for a minute. What are you going to do Steve look at the clock and say Mrs. jones. Please hurry up. I only have two more minutes to talk to you. You know what would happen? It wouldn't be for the client or for me, the agent might resign on something like that. So as much as we want to stick to certain metrics, you're talking about an artist of speech.
Somebody that is in the moment that's in the now that wants to assist this individual the best way that they can and by limiting their ability to build that sort of rapport or to allow someone to get it out. Which could be the key to closing the deal or to Upsell for something or to get that referral. I don't do things like that. Now we're not doing extreme where someone's doing 50 calls a day instead of 100. But you can see there's an average but that's what it's called an average and if you say you just want to look at conversion ratios.
Look at that too. But everyone once again is an artist and they have their own special sauce and some people are graded intros, other bodies, other conclusions. But my goodness gracious is somebody is in the moment and they're connecting with someone and they're standing up instead of sitting down and you could tell they have the glaze where they're not staring at anyone. They're just thinking of the client, and everyone can see them doing this. You don't think that that energy spreads on the floor. You don't think that that's important as well.
That sort of synergy. So, these rigid centers that judge you on your bathroom breaks and your handling time you're going to break the agent. I mean you can do that and grind it out, but you might have an attrition rate. But if I give somebody the ability to expand on a call and to be themselves my friends. So, they're not just plastic and going through the motions then I can create an ace, I can create a leader. I can create someone that will come to me at the conclusion of the call and say you know, Mrs. jones started crying.
I go she alright, She goes, yeah, it took a couple more minutes but I connected her through to the counselor and I gave additional notes because we had to speak about her husband just passing away and the fact that she has to move and other things that would have never been qualifying the call because you're supposed to be asking her just certain questions but know this individual added additional things and then they say, thank you for listening. You're the different company than the ones before that. Just put me through the assembly line and you know that it's the mom and pop.
It's the bed and breakfast. You'd rather go to the small hardware store sometimes because you know the man, I'll drive an extra couple of miles from my favorite restaurant Steve. That's the sort of the science that you're talking about. It's amazingly simple. It's how you feel and how you were treated. What about the price? What about the price? Sometimes it's worth the money. It's not always about saving a dollar. It's about supporting your business or if I'm having a day with some blues, you come over to me and just let me know you're happy that I'm there and you sit with me for a second.
So, as we get older, my friend, those are the sort of relationships that we see at businesses and you, and I understand that the grind and we also understand when your favorite client walks through the door. So, I like to pay that forward the best that I can. Absolutely. So, I went down that path and I think your answer and your philosophy is brilliant. Unfortunately. I mean it's the way I believe too that the contact center folks in an organization should be revered because they are your front line.
They hold things together. They are the impetus for the referral the up sell the further sell the expansion all those things. Yet still in today's world, C E O s don't always think that way. They look at a contact center as a cost center rather than the proper way of looking at it as it's an expansion center. It's a focus group. It's the lifeblood of the company because those folks have the most contact with our customers post sale, they become the hub of the post-sale journey and unfortunately maybe it'll take another generation before enough sea level folks understand that.
So that brings me more to the conversation of culture. How do we develop a culture in our contact centers especially and I know this can spill out into the rest of the business, but how can we develop a culture that rewards and reveres the contact center agents as being the customer success vehicle, the people that help our customers become more successful using our products and our services. You must look at it Two ways. If you yourself are not centered in balance, it would be exceedingly difficult to expand and to think of others.
I can't hit the ball and drag johnny as much as my agents here have become bilingual, which shows structure and dedication over years outside the classroom. I expect them to do the same thing if they're thinking about being a telemarketer as a profession besides the eight hours that they put in here, they should be doing dedicated practice outside of the center, reading in English watching certain movies or speeches so they can take certain parts of rhetoric that inspired them. That they saw transitional sentences or effective. You could do case studies in history and find out certain speeches that moved people.
And then secondly, I mentioned the word synergy. These individuals were a very social environment. If you and I are working out at the gym Steve, we're going to be pumping each other up to put up three or four more on the bar and put more plates up. So, I expect the audience, the agents to feed off their energy and to share ideas and to pick someone up when they're feeling down. As I mentioned, I created a Gamification culture. So, I have a place where people can let off steam, recharge batteries hang out with me and meet people from other departments.
So that assists me in one way. But also, since once again English is their second language. The fact that they are getting a return on investment. I see that these agents are much more focused for intense periods of time because of the translation. So, it's less area for distraction. But here's the best part my man regarding my culture when I first came down here 27 years old, I didn't start sea level of my friends call center. I taught English decided to stay and then worked at the center and so I was with the proletariat for four years, I went through so many departments.
I saw the good and the bad and what it did for me was it enabled me to see areas to enhance it for the agent and for the client to give them their dignity, so they don't feel like robots are expendable. And when I had the opportunity to start this business, they couldn't fool me because I was on the phone, I've done this before and I hate to say it, I'm not bragging but I am the sin save my dojo in this industry where people burn out and they look down upon it, I thrived really excelled.
But I saw the art in it. Look at it like this, you're very selective of the campaigns that come in here, we're in a strict catholic country. They must go home and tell their parents what they do. If I brought in something gray area or shady, no one would take it. So I'd have no friends of my chuck e cheese birthday party and so you have to do an account to not only where the client feels okay offering it, but the Asian would feel comfortable making the calls because if it's a forced fit, if it's out of place and out of character, they're not going to last long, they're not going to sound natural and we're not giving anything real specific here.
But as I say, I must ensure that what I'm bringing into this call center something where I'm able to fulfill the needs. Now I can add scripts and suggestions, but initially it must be something that just does not compromise any sort of ethics interesting. Well, let's cover a little bit more because I'm fascinated by not only the culture, but the organization that you've built to help organizations that want to outsource their contact center. So, we could talk a little bit about your training, you're coaching your mentoring methods and then what does the knowledge base look like for your agents to always do a better job?
Because quite frankly, I mean you're going to do as good or better a job than the company you're representing because you're going to keep the account and you're going to keep them happy and keep them over the course of a lifetime. So how do you train differently? How do you coach and mentor folks and keep them so that you don't have the attrition level that a lot of places have today. That's a wonderful question real fast in regards to attrition, I have more of a natural attrition than a forced attrition because companies such as amazon hp intel and oracle and Sykes are here, so I'll lose somebody for a scheduling conflict for the university of boyfriend or girlfriend works there closer to their home, very rarely, if not never someone will say that I insulted them, yelled at them, gave them the walk of shame.
It's just maybe an ex-employee with some sour grapes. I treat everybody with dignity, and I look for ways to delegate and promote them, but initially it's really the psychology prior to any sort of skill set. So, fear is a morbid anticipation of things that haven't happened yet. The fact that they learned a second language is 10 times harder than any campaign. I'll put them on. I also believe in the right bus, right seat philosophy. And so, when they come into the call center besides starting their day playing pinball to make friends and relax a little bit.
We really do focus on quality assurance so we can grade their calls for certain metrics. But I try to do certain breakthroughs like when they're filling out their resumes with me and putting in all their credentials, I'll ask them to turn the page over Steve and give me a couple of paragraphs of a coming of age moment, let me know when you beat up a bully or save the kitten from a tree. And so, I could use this when they're having a rainy Wednesday to remind them of when they were a champion.
These are things they always have in them. It's just a matter of getting it out and keeping it consistent and so let's just say in the first day of class, it's especially important not just to lecture them when they just nodded you and walk out the door. You need to have checkpoints; you need to have interaction. You can go over a certain segment and then just maybe have somebody stand up in front of class and read the next paragraph. Why? Because you're triple gunning. They're reading out loud their public speaking, they're doing it in front of the boss.
Imagine those sorts of butterflies you would have, but if you could triple or quadruple your training daily where then you go upstairs, you record yourself reading the script, where you're practicing it. You're not just reading it, you're speaking into a recording device, then you're listening to it and then you're doing a self-analysis for self-adjustments over the things we spoke about. You'll know when you're pausing is off or when you're too loud or too best. Are you stuttered or mispronounced a word and I'm allowing you Steve to write it out phonetically, at least learn how to spell it.
But the vowels are sometimes tricky for Latinos, so it's okay to be able to switch things around so it's pronounced a certain way, and these are the sort of adjustments, minor adjustments that we make for somebody to feel more comfortable initially. So, they don't pick up unhealthy habits and kind of like bedside manner. I can't stress enough; the name drops and the act of listening and the confirmations because people feel much more comfortable when they're being listened to, and you are taking your meeting minutes and if we need to repeat something in the military alphabet.
A it shows that you're extremely involved and engaged in the conversation. A lot of the times people served in the military, so they think that's cool and you're not just making up words and going along. These people know that you are actively trying to spell their name, their email address correctly. And so, I've seen the tens of thousands of phone calls. That that's the most effective way of not to offend somebody when you can't hear them well or they have an exotic name or if it's something where you just say, yeah, okay, but the next thing, you know, your email bounces back.
It would have been better off to confirm if it's L for lima, you know, and just to make sure that you got it. And as I say, these are the sort of things like in school, you come to class, you do your homework and you do your quizzes, you can still not do so well on the final exam, but you're going to pass the class, you will be preparing yourself and marinating and softening up the call in the relationship in order to convert it. And sometimes my friends, it happens a second or third time don't expect a cold call close.
I tell my clients to put their checkbook away. A lot of the times, I just want to answer their questions and show credentials and reintroduce them to other people on the floor that they can meet and make a better decision. So don't feel rushed. People will see that, and they will be apprehensive to move forward with you. So let it happen at a natural pace. So, you said something about you QC. All the calls and I think I remember you were talking about your Hall of Fame, you know, the best and the worst calls.
I mean is that used as a training method for everyone to understand both the good and the bad types of calls. Absolutely. Remember you were mentioning earlier about people calling in the first round of calls coming where people are upset if they can ride that wave and they see the bark is, there's no bite. It's just barking and that we calmed mars jones down. We listened to Mrs. jones, we separated piles, we were able to move forward. The call didn't take that long because we didn't have to repeat things because we were confirming things.
We eliminated rabbit holes. We did the mirror imaging. We did the phonetics; we did the drops. It's beautiful. Now you have this toolbox. It's not a to Z. There are steps that can be skipped or moved back to how about we look at it like this? I loved romantic tragedy. So, I consider that a hang up call is a romantic death. Where am I going with this? Let's just say you're just hardcore carpet bombing, making outbound calls and no matter what you say, you're calling a place that she says, don't call again or not interested or we're good.
Thanks, and hang up. I always look at it like this. If you can do a company named spike and do a name, drop of the individual before they hang up on you. I think that's a beautiful death. I think at least poor lome knows you got something out of that call. But then they wouldn't be surprised that you could anchor yourself by just getting them out of that trance by saying their name in that 1st 30 seconds. I've had Times where we bought another minute, bought another three minutes and just by default, nothing on our own.
We couldn't move forward. I'll give you an example. People can call me, and we could be on the phone and 99% were ready to sign the contract. But then they ask if we do Chinese, I don't have Chinese agents, I don't do graveyard shift and I can't match offshore prices India and the Philippines. So just by that alone, I'm not able to move forward, but 99% fit. So how do I feel about that? A little disappointed. But then again, I was able to go 15 rounds lost on the decision, but I was still able to make my points listen to their points build rapport, have some labs introduce, fantasize good call.
So, another couple of questions, what type of companies or what type of industries do you guys mostly handle calls for inbound or apa? Well, I'll let you know five. We don't do, we don't do sports books, casino stocks, pharmacies or sweepstakes. I have nothing against it. Just don't want to do it. But I'm looking for small to medium sized companies in the United States, Canada Central America and Europe that would need individuals to make outbound lead generation, appointment setting or inbound customer support. And it's amazingly simple.
Our agents are college educated; they're dedicated. I don't have a blended or mixed center. They only work for your campaign, and they have some amazing skill sets here. Costa Rica really packs a punch regarding business process outsourcing. I have mentioned some of the big boys, but there are tons of call centers here and since we're the only democratic society in central America, they don't have a standing army. So, there's a 95% literacy rate Steve so as much as people might see telemarketing call centers as transitional sort of jobs or something in the United States, as you say, has a certain rap here.
It pays more than most vocation. So, I'm having some extremely educated bilingual people with degrees walking in this door and working with me. So, it's amazing the sort of people that you meet here. Very eclectic, all diverse types. That's great. So, if a company called and says, okay, we want to get started, what is that initial onboarding looks like time wise especially and system wise and how quickly can you be up and running to take their calls? Great. Well let's just say I accept the vertical and I'm comfortable with that.
There's a pre-launch checklist that my floor manager and chief technical officer sent to that company. It's exceedingly difficult for me to start moving forward without stations being set up connections, made scripts for bottles, reporting and contact because once the ads go out and people come in, it's really a seller's market. I got to be able to explain it to their candidates a, the campaign that they're doing the incentives that they have and the metrics that they're expecting. It just can't be fantasy time. It needs to be something that's concrete.
And so, once we bring the people in, it really all depends on the training time. I've had people go as low as a half a day just to teacher CRM and do a little bit of role play for fun and others do longer training sessions, even up to a month. That concerns me because we do follow all Costa Rican labor laws and there are certain call centers that are known for like for an example, sykes has the MetLife account and supposedly people will be there for an entire month training and then on their first day of coming back to work, they just don't show up.
And by Costa Rican labor law, they need to get paid for that month they go on a certain list as being a jumper and it's not fair, but that's the name of the game. So, the longer the training, the more I'm concerned because people sometimes can take advantage of that and just use that as a placeholder until they can find another job. So, if we have certain awfully specific checkpoints to ensure that this agent really has done their due diligence, really engage really up to speed.
That's a good risk compared to just doing five days’ worth of classroom, talking about merchant process outsourcing and stuff like that. It needs to be awfully specific, and I have to ensure that this client that I'm speaking with does have a track record. If it's a brand-new pilot project, then we need to invest in the process and there shouldn't be any surprises and I must let them know what to expect when building a campaign, there may be attrition. We may need to readjust the script, call certain area codes, or do certain things.
But I guess the most important thing about it is being forthright, when it comes to onboarding people, I can easily have somebody in five business days, depending if you need 10 people give me up to 10 business days, you know, and maybe we can hire people piecemeal, we can catch them when certain campaigns and other centers and as I mentioned, it's very competitive out there. The more that you put out the start date, the more that you're going to lose people because they need a job between those times and now since Covid came, it really adjusted to the work from home.
So there is an advantage of the brick and mortar because of internet redundancy, my generator and on site I. T. Support but Steve, I was exceptionally fortunate during Covid to be able to adjust my business model virtually because if I owned a brick and mortar only like a bike shop or a pizza parlor, I'm in big trouble as much as I lost a lot of the essence of the center and the camaraderie? I was able to survive. But you know, the labor pools changed. I must ensure if there is training, they should be on site to know the company culture and at least meet us before going home.
It's one of those things my friend where I really did see a huge shift that when I first started this back in 2000, that's great. Well, in the last few minutes that we've got, you know, I'd ask you whether we could give our listeners an exercise. We talked about the two-paragraph coming of age. Can you explain an exercise that folks can do as homework after they listen to this episode. And that might be interesting for them to learn more about the content that we gave them here today and then when we come back maybe you can give folks a way of getting in touch with you guys if that's something that they're looking for.
Thanks Steve, I appreciate it. Let people do the Triple watch. They should watch something without sound, they should watch something without sight. And if you want to study the visual body language, that's great. Just watch something without sound. You can assume what they're doing and then if you want to study the phonetics, to choose a channel that you don't understand the language. Like for me it would have to be Chinese or German or something like that. Italian French and Portuguese are too like Spanish for me.
But if I watch the Chinese channel, it's extremely easy for me to do that phonetic micro expression reading because I don't understand any semantic. So even I'm taking out the tone, I'm just studying their rate in their pit. Do not get study it that way while you're on the phone, once again these are things that you can do. You just draw your xy chart the horizontal line and every 30 seconds to two minutes point to how Mr. Jones's speaking just for practice, but it is about practice. It's about dedicated practice.
Record yourself, listen to yourself. I don't like how I sound. That's what everybody says. But guess what you that's what you got. So, you need to adjust it and as you and I have a mirror and our beards look great because we do look great. You could do the same thing with your voice as well. Record it, master it adjusted. And if you do that, you'll see that you'll get more positive reinforcement from people. There will be more I guess inclined to ask you for advice because you were sympathetic about it and the way you spoke about it and finally if you are in a certain situation where there's emotion and its tense, you should choose to speak last.
And if it's not something where you need to immediately give an answer then you should sleep on it so you can decompress and come back the next day a little more levelheaded and prioritize and that's an excellent way to grow and to crack some codes and to get to various levels. You don't always need to prove your point at that moment. There are other ways to do it. So, you don't overreact overextend and say something you regret. So, it's not like you're being weak. No, you're being considerate of it and you're being tactful about it.
If you're in the moment and its face to face with somebody if you must, even though it looks funny, you should close your eyes when speaking. So, there's less distraction and you're not energy being sucked from you. They might say why you close your eyes. I'm allowed. There's no rules to this. It's not tag you're asking me something emotional, so allow me my focus and my balance and if somebody is being aggressive with you, I think you should look in between their eyes, it looks like you're looking in their eyes.
So it's not like you're looking away or allowing them to suck the energy out of you, like Medusa, but it is a certain technique sir where instead of losing your direction and your energy and your breathing, you can regroup yourself and these are the sort of conflict management skills that have assisted me and having more productive conversations when they could have really gotten out of hand. That's great. I mean this has been filled, filled with great techniques, tips and insight as well. Thank you for being so generous with your expertise.
This has really been a wonderful episode, Richard. How can people get in touch with you if they're thinking about outsourcing if they're thinking about needing a contact center because I think by the end of this, they understand what you bring to the table. So how can they get in touch with you? I really appreciate having me on the show today with you, your audience and allowing me to share this information. The first thing they should do, my friend is by a first-class plane ticket. Come down here to Costa Rica so you can enjoy some eco-tourism, go to some beaches and waterfalls but your audience can give me a call at triple 82716750.
Or send me an email. CEO Costa Rica’s call center dot com. And finally have an exceptionally large Facebook fan page about 98,000 local Costa Rican Ticos. And they can't wait to meet you, Steve. You're going to have tens of thousands of new fans in central America. I can't wait. Well, Richard, thanks again for joining us today. I really love the thing that you said earlier and I'm going to add something to it. So, each agent is a voice artist, and this is a message to all the C E. O. S out there that have contact centers and folks that have agents working for them that each agent is a voice artist and I think you should let them create a great interaction.
So let them create, let them build those great interactions. So that's it for our episode of the Science of C. X. I'm Steve Pappas, your host. We've had Richard blank on today from Costa Rica call center and I want to thank you all for joining us. If you like the content that we bring to you, please feel free to drop us a review wherever you get your podcasts and until we meet again, please stay safe. Stay healthy and do take care everyone. Bye bye. You've been listening to the science of C. X. My name is Steve Pappas.
I really hope you've enjoyed this episode and if you have the highest compliment that you can give us is to subscribe rate and review the science of C. X. Thanks. And we'll see you in the next episode. Finding one place to see all customer experience related tools of technology has been difficult until now. We just built it. Get ready for a science of C. X. Original customer experience technology has been helping to drive businesses by giving them insights into better methods to engage and delight their customers for some time now.
But if you're looking for C. X. Tech you must search everywhere to understand the whole landscape. C. X stash is your simple why stop directory of all the Great Sea X related technology you need. It breaks down all C. X by collections like analytics, crm, journey mapping, voice of the customer, you ex customer support and more. It's free to create an account and use no advertising. Cluttering up your experience just one place to find all the great C. X. Tech. Sign up today at www.
Richard’s vision quest journey 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. 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. 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, 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.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #SacrificetoSuccess #Scienceofcx
Science of CX, The Forgotten Art Project, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
https://youtu.be/RJnuK2lPYFc?si=yrsPGin8LM1sXy5F
https://youtu.be/AOPI8wCqX-0
Experience the power of technology with a 10.1-inch Android tablet featuring a Quad-core processor and 2GB RAM. This cutting-edge device offers a seamless and responsive performance for all your computing needs. The generous 10.1-inch display provides an immersive visual experience, whether you're streaming content, playing games, or working on tasks. With a powerful Quad-core processor and 2GB RAM, this Android tablet ensures smooth multitasking and efficient operation, making it a versatile and reliable companion for both entertainment and productivity on the go. Thanks for watching, Please check out the website for more details.
https://www.clemuniverse.com/shop
Introducing WonderMask, the ultimate superhero facial regimen that will give you flawless, no-filter skin. This 5-in-1 wonder product is designed to detoxify and balance your skin, while also closing and refining your pores. With WonderMask, achieving perfect skin is just a 10-minute routine away. Say goodbye to dull and tired-looking skin because WonderMask is here to save the day. Its powerful formula works deep within your pores to remove impurities and toxins, leaving your skin refreshed and revitalized. Not only does it detoxify, but it also helps balance your skin's natural oil production, giving you a healthy and radiant complexion. Please use link for more details.
Please use link for more details.
https://tidd.ly/3PE8UU9
https://www.clemuniverse.com
#ProductMarketing
#WonderMask #is #your #5-in-1 #superhero
#facial #regimen #for #perfect #no-filter #skin
#Detoxifies #and #balances #your #skin, #Closes
#and #Refines #pores, #Perfect #skin #in #10
#minutes, #Free #Face #Sponge #Applicator #brush
The jade facial roller and a 10ml bottle of Face Oil, combined with the elegant ANI Skincare Gift box, create the ultimate indulgent experience for your skincare routine. This carefully curated set offers not only the most beneficial and relaxing effects for your skin but also a beautifully presented gift that is perfect for treating yourself or someone special. The jade facial roller is a timeless beauty tool that has been used for centuries to promote healthy and radiant skin. Its smooth surface glides effortlessly over the face, helping to reduce puffiness, improve circulation, and enhance the absorption of skincare products. Incorporating this ancient technique into your daily routine can leave you feeling refreshed and rejuvenated.
Please use link for more details.
https://tidd.ly/3Oh3EDG
#ProductMarketing
#jade #facial #roller #10ml #bottle #Face
#Oil, #create #beneficial #relaxing #experience,
#beautifully #presented #ANI #Skincare #Gift #box,
#perfect #treat #nourish #hydrate #skin #Packed
#natural #ingredients #essential #oils #antioxidants
#luxurious #oil #provides #deep #hydration #promoting #youthful #glow
Clever ways to buy time on a telemarketing call.INspired INsider Podcast guest Richard Blank Costa Rica's Call Center
Dr. Jeremy Weisz: So Richard, let's say there's a company and um, they have a list of whatever every month of clients who decided not to use a service, they can hire a company like you to go, Hey, Richard, here's the list right now. We don't offer support via phone. Here's a list of these clients every month, and your company would call them and almost do kind of like an exit type of interview.
Dr. Jeremy Weisz: Sure. Is that.
Richard Blank: We can, I'd be very much interested to see the tone of the script, the voicemails, and the email templates that you have to offer me. If I have to start that, I'd like to start off positive or one of the first things I could say is, Hey, we didn't forget about you, and unlike other companies that just sent emails, I'm giving you a personal courtesy call.
Richard Blank: May I have a few moments to be able to find out what we could do in order to earn your business? What the competition did to get your business. And I'd like to see if I could match it or to be able to exceed those sort of expectations. And so as long as I mentioned before that you could almost custom make this, you'd have to gimme the exact vertical, how long you communicated with them, the sort of communication they gave to us services we were offering.
Richard Blank: So as I say before, there's certain ways there. There's a philosophy of Wu wei. Where it's least resistance. I don't want to call you and badger you on why you're not giving me the business, but if you're kind enough to spend the time with me, even if I'm starting five touchdowns behind, there is a chance we can come back and win this game.
Richard Blank: It's just a matter of earning time. At least let me get the first 30 seconds and if I can get the 30 seconds, maybe I can get a 10 minute conversation out of you and we can take it step by step and piece by piece. And even if I have to stop midway, To reschedule it or to follow through with information to pick up where we left off.
Richard Blank: That's your protocol and I'm okay with that. As long as your clients can build a pipeline, depending on sense of urgency and the sort of company culture, I think you can then once again readjust your prospect rich.
Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life?
Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement business.
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. 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. 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. 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://youtu.be/JUTNIPTMztY
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
https://www.inspiredinsider.com/richard-blank-interview/
https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/
https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center
https://www.deezer.com/en/show/38477
https://podcastaddict.com/podcast/2939630
https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046
At Smith’s Gravel Pit, we have the different materials for your project, as well as the trucks and equipment needed to haul those materials and to help you finish your project. We have trucks for hire, and we also offer licensed drivers for hire as well. You can choose from a 6-wheel dump truck or a 10-wheel dump truck, suited for the size and the nature of your order. Call us at (315) 483-6510 for more information about Syracuse stone delivery or visit our website.
Smith’s Gravel Pit
7120 Sodus Center Rd, Sodus, NY 14551
(315) 483-6510
My Official Website: https://smithsgravelpit.com/
Google Plus Listing: https://www.google.com/maps?cid=16494322757833798555
Our Other Links:
Syracuse stone delivery: https://smithsgravelpit.com/trucking-and-delivery/
bulk stone Rochester NY: https://smithsgravelpit.com/stone-products/
crushed stone Rochester NY: https://smithsgravelpit.com/crushed-stone-products/
Rochester sand: https://smithsgravelpit.com/sand-products/
Rochester top soil: https://smithsgravelpit.com/topsoil-products/
Service We Offer:
Trucking and Delivery
Portable Crushing
CRUSHED STONE
NATURAL STONE
TOPSOIL
SAND
Pea Gravel
Follow Us On:
Facebook: https://www.facebook.com/SmithsGravelPIt/
Twitter: https://twitter.com/SmithsGravelPit
Pinterest: https://www.pinterest.com/SmithsGravelPitNY/
Instagram: https://www.instagram.com/smithsgravelpit/
Dave Lorenzo: Richard there's, there's two, uh, two questions that stand out for me before, before we finish up that I have to ask you about. And the first is, do you think because, um, because being, uh, being a, um, being an associated call center, being a rep at a call center in Costa Rica is a noble good, uh, well respected profession.
Dave Lorenzo: Is there less call reluctance? Is there, is there less hesitancy? uh, among folks in that culture, whether it's the culture of the country or the culture you've created in your call center, is there less hesitancy for the reps to get on the phone and to do business on the phone? Cause one of the things I find here is 2030 year executives.
Dave Lorenzo: When I tell them, Hey, listen, you got, you know, an inquiry just came in. You need to see what it's like to talk to people on the front lines. I want you to call these customers, call these five customers on the phone. The executives are like, you, you want me to do what you want me to do? Like there's, there's tremendous call reluctance among people, you know, even at the senior levels of a company, if they haven't had any interpersonal interaction or if there hasn't been interpersonal interaction over the years, In all your experience at call centers, have you been able to, to create a culture where it's just normal to pick up the phone and you know, can't, I can't wait to call people.
Dave Lorenzo: I don't know. And start relationships with them. Is that, have you, have you been able to overcome that with your folks?
Richard Blank: It really hasn't been that much of an issue here. The main issue I have is getting rid of their bad habits from. From the sports books, casinos stocks, pharmacies, and sweepstakes. Wow. Yeah, those are the one.
Dave Lorenzo: I didn't even think of that. So they were, so they were working in other places on the phone before they came to you and they have those bad habits. I see.
Richard Blank: Those are five accounts Dave, that I do not do here. And those are some of the accounts where I can get some of these star salesmen that come here.
Richard Blank: Not saying it's ethical or not. I choose just not to do it.
Dave Lorenzo: Yeah.
Richard Blank: Okay. And so some people might have come from an environment or thought about that sort of environment because the money is great, but that's okay. There's many different ways you can earn money. That's their decision. So when they come to me, there's no reluctance to be on the phone.
Richard Blank: These are public speakers. As you see in Spanish port Voz or UR, these are people that are wonderful speakers. My thing is to eliminate the. it's a morbid anticipation of something they haven't happened yet. Learning a second language is 10 times harder doing this, and if I can properly prepare them, then it reduces any sort of fear.
Richard Blank: If I can answer any of their questions. And prior to making a single phone call doing a two hour soft skills training class with me, once again, it takes 'em from a 10 to a two. The rest is just practice. And as long as I can listen to some of their recordings and discuss with them certain soft skills in regards to pausing.
Richard Blank: In regards to tie down and pin down questions, confirmations, military alphabet, which I highly recommend for anybody. Why? Because half the people have served or know someone that's served. So that's another beautiful me too technique to be able to land the plane. And so these are the, every time I add something to them, their fear reduces and they get more self-reliant and self Confident.
Richard Blank: And then all of a sudden they're knocking on my door saying, Hey, Richie, I got my third one today. And you know, I love that sort of stuff. I love walking the rows, Dave. I love knowing their names and stopping and listening to them pitch and giving them a thumbs up and telling them why they're artists of speech and why it's beautiful because everyone is texting these days, which could be misinterpreted.
Dave Lorenzo: Yeah.
Richard Blank: When, if you not only speak with somebody, but use choice vocabulary, and really you could really. express yourself better. And so I see it as being a lost art. That's why I'm so excited. And what drives me to do this is because I made a living off playing with speech.
Inside BS Show has accepted my invitation to join your audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dave Lorenzo discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
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. 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. 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. 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://youtu.be/mZj5mHRCNYM
https://getinsidebs.com/how-to-build-a-world-class-call-center-richard-blank-show-95/
https://player.fm/series/inside-bs-with-dave-lorenzo/how-to-build-a-world-class-call-center-richard-blank-show-95
https://www.listennotes.com/podcasts/inside-bs-with/how-to-build-a-world-class-y0jPVSM64FX/
https://podcasts.apple.com/nl/podcast/how-to-build-a-world-class-call-center-richard-blank-show-95/id1506769228?i=1000567719961
https://www.audible.com/pd/How-to-Build-a-World-Class-Call-Center-Richard-Blank-Show-95-Podcast/B0B54HPXGK?ref=a_pd_Inside_c1_lAsin_1_7
https://open.spotify.com/episode/0lGBT4kd7026zRzP3C8mlu
https://tunein.com/podcasts/Business--Economics-Podcasts/Inside-BS-with-Dave-Lorenzo-p1258770/?topicId=173106229
https://www.ivoox.com/en/how-to-build-a-world-class-call-center-audios-mp3_rf_88970286_1.html
At Shelter Roofing and Solar, we have a variety of solar products and all the latest technology available. Our Shelter Roofing and Solar Company, has a 10 year craftsmanship warranty on all photovoltaic Solar Installation in Moorpark. Our Solar Installer in Moorpark CA, can handle every aspect of the project from start to finish.
Shelter Roofing and Solar
4829 Mira Sol Dr, Moorpark, CA 93021
805-523-2461
My Official Website: https://www.shelterroofing.com/
Google Plus Listing: https://www.google.com/maps?cid=3876261093118348652
Our Other Links
Solar Installation Moorpark: https://www.shelterroofing.com/solar/
Roofing Company Moorpark: https://www.shelterroofing.com/roofing/
Service We Offer
Roof Installation
Roof Repair
Solar Installation
Follow Us On
Twitter: https://twitter.com/ShelterSolar
Instagram: https://www.instagram.com/shelterroofing/
Pinterest: https://www.pinterest.com/ShelterRoofingandSolarCA/
Shelter Roofing and Solar Construction, we have a variety of solar products and all the latest technology available. Our Solar Company Ventura County CA, has a 10 year craftsmanship warranty on all photovoltaic solar installations. In addition, all modules we carry come with a 25 year production warranty and inverters come with a 12 year warranty. Extended warranties are available as well.
Shelter Roofing and Solar
4829 Mira Sol Dr, Moorpark, CA 93021
805-523-2461
My Official Website:- https://www.shelterroofing.com/
Google Plus Listing:- https://www.google.com/maps?cid=3876261093118348652
Our Other Links:-
Solar Companies in Ventura County:- https://www.shelterroofing.com/solar/
Roofing Companies Ventura County:- https://www.shelterroofing.com/roofing/
Service We Offer:-
Roof Installation
Roof Repair
Solar Installation
Follow Us On:-
Instagram:- https://www.instagram.com/shelterroofing/
Twitter:- https://twitter.com/ShelterSolar
Pinterest:- https://www.pinterest.com/ShelterRoofingandSolarCA/
