起業サブチャンネル！ • 起業ミーティング
【花子の人生が分かる波乱万丈オープニング！】
https://www.youtube.com/playlist?list...
「高校生でも分かる保護犬猫活動」みなさんの視聴が増えると寄付できるフード助けられる犬猫が増えます！チャンネル収益は「全て」寄付しています。いつもありがとうございますhttps://www.financewithhanako.com/cats/
【花子の経歴】
三菱東京UFJ銀行ロサンゼルス支店ークレジットアナリスト
みずほ銀行ロサンゼルス支店ークレジットアナリスト
銀行員時代に分析した大手企業の決算書は1500以上/稟議書のローン枠は1億円から600億円。
2018年日本に帰国、花子は米国籍・アメリカ育ちの娘はUCバークレー卒のサンフランシスコ在住公務員
Finance with Hanako, LLC 米会社のCEO
兼 （株）花子ホールディングス 日本法人代表取締役
About Hanako
Former Credit Analyst at MUFG Bank and Mizuho Bank in Los Angeles.
Reviewed over 1,500 financial statements of major corporations and handled loan proposals ranging from ¥100 million to ¥60 billion.
Returned to Japan in 2018.
Hanako holds U.S. citizenship. Her daughter, raised in the U.S., is a UC Berkeley graduate and currently a public servant living in San Francisco.
CEO of Finance with Hanako, LLC (U.S. company)
President of Hanako Holdings Co., Ltd. (Japan)
YouTube creator of a U.S. stock investing channel with 120,000 subscribers — designed to be easy enough for high school students to understand.
【過去の注目の動画】
https://www.youtube.com/live/yGrdHQBFrp4
• 「米国株市場終わりの始まり？」な訳あるか〜い！
• 米国株３０％暴落は必ず来ます！（対応策は？）
• コロナで（も！）儲かる米国株５銘柄
• 【S＆P500が弱気相場入り！】年初来２１％の下落！それでも売るな！
• 【米国株の含み損公開】それでも買います！（極道の花子たち）
• 【2022年12月】VOO2500万円分をナスダック系個別株に変えた！
• ネットフリックス下落止まらず！買いなのか？(NFLX)
【暗号通貨シリーズ】
2019年5月 • 【米国コインベース】ブームが去った仮想通貨が〜！
2021年3月 • 【コインベース上場】調べてみた(ポケットからキュンです)
2022年6月 • 【花子の資産公開】米国株＆暗号通貨の評価損失2500万円！今後の対策
2024年2月 • 【暗号通貨急騰！】ビットコイン、イーサリアム今から買う？初心者でも分かる暗...
2024年7月 • 今週重要！FOMC、GAFAM決算、米大統領戦と暗号通貨
【リセッションは来てないシリーズ】
2022年7月「リセッションは来てない！」 • 米国株リセッションは来てない！
2024年9月「何度言わせんだ？リセッションは来てない！」 • 逆イールドカーブ解消？リセッションは来ない！リーマンショックとの違い【花子...
【Hanako30】毎年正月に出す「いま下落で買う株30！」
Hanako30 2024： • 2024年HANAKO30! 今年買うのはこの株だ！
Hanako30 2023： • 【Hanako30】2023年はこの米株を買う！
Hanako30 2022： • 2022年Hanako３０！今年はこの米国株で行こう！（殿堂入り米国株30です） （殿堂入り）
【ダメ株トップ10】毎年正月に出す「花子の呪い！？時間が経つにつれ下落する株（８割方）
ダメ株トップ10 2024：https://youtu.be/mwM8Oe2Jo-c（前半） http...
ダメ株トップ10 2023： • 【2023年塩漬け無理！】ダメ株トップ１０！（前半）
ダメ株トップ10 2022： • 花子の「ダメ株トップ１０！」
【注目の個別株動画】
2020年 ズームは買わない https://youtube.com/live/Cy-I7TIpAUk
2020年 テラドックは買わない • 急成長の遠隔医療「テラドック」買わない
2020年 パランティアは興味深い • 【PLTR株】話題のパランティア株調べてみた！
2021年 GE株スピンオフ！買い増し！ • 【GE株価どうなる！？】株併合・航空リース部門売却！(異邦人)
2022年 メタ暴落！買います！ • フェイスブック（メタ）暴落！！今買います！
2022年 ネットフリックス下落！売らない！ • ネットフリックス下落止まらず！買いなのか？(NFLX)
【リンク】
下落上等Tシャツ発売中！ https://suzuri.jp/BeikabuHanako
「日米の差はどんどん広がる！今こそ米国株！」https://amzn.to/3upLTw9
カラー版はこちら：https://amzn.to/4bJGT6g
「中学生投資家ミニ花の初心者のための米国株」https://amzn.to/4bwULQO
経済指標ページ：https://www.financewithhanako.com/eco...
「Hanako30」リスト：https://www.financewithhanako.com/han...
ツイッター： / usstockhanako
インスタ： /
花子30殿堂入りストックガールNFT! https://www.financewithhanako.com/nft...
ホームページ：http://www.financewithhanako.com
お問い合わせ：financewithhanako@gmail.com
【花子ってどんな人？】
日本の大学を卒業して、新卒で食品会社に入って満員電車と残業が嫌で3ヶ月で辞めて、ワーホリにオーストリア1年へ！典型的な物事続かないやつか社会不適合者。
ワーホリから帰るとお昼から勤務できて年に3回海外研修に行ける英会話学校のスクールマネージャーに転職！しかし営業地獄が始まる。でも成績トップで海外駐在決定！
2000年に米国市民と結婚して米株投資スタート
米国籍 米で15年間アナリスト（三菱UFJ銀行、みずほ銀行等）銀行員時代に分析した決算書は1500以上
バイリンガルの娘はUCバークレー卒で現在サンフランシスコ在住の公務員
2018年に離婚して銀行やめて脱サラして年収100万円でどん底人生。
「絶対に諦めない」と5年かかって登録者10万人越えのユーチューバー。
現在は米会社 Finance with Hanako, LLC の代表、本業はオンライン会計クラスの先生です！
【初心者への注意点】
投資は余剰資金で無理をせず、
基本的にはS＆P500を７０％で
ドルコスト平均法で少しつづ投資
間違っても下落だからといって初心者が数千万円の一括投資をすることなく
いつでもS＆P500は半分になる可能性がある
個別株はゼロになる可能性がある
しかし米経済を信じるなら下落で売らない！米国株は揺さぶられて振り落とされる
ということを考えて、投資は自己責任でお願いします
【注意】
投資活動に関する情報や戦略を共有する当チャンネルでは、様々な米国株投資に関する知識や分析を提供しています。しかし、ご紹介する内容は教育的・情報提供目的のみであり、個別の投資勧誘の意図はございません。投資は市場の変動に伴うリスクを伴います。投資判断は、ご自身のリスク許容度、投資目的、財務状況などを十分に考慮し、個人の責任において行ってください。当チャンネルの情報を基に発生した損失や不利益について、チャンネル運営者は一切の責任を負いかねますので、あらかじめご了承ください。
#米国株
#NISA
#投資
Business loan eligibility criteria include factors like business turnover, credit score, and repayment capacity. Some loans require collateral, while others are unsecured. Government-backed loans offer relaxed criteria for MSMEs. Entrepreneurs should maintain a good financial record to improve their chances of approval. https://flexiloans.com/business-loan/business-loan-eligibility-criteria
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank
A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels.
Our Guest is Richard Blank. He is a native of Philadelphia, PA and CEO of Costa Rica’s Call Center.
Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction.
He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students.
Diverse Recruitment Approach with Storytelling and Public Speaking
It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing.
Embracing Human Element in Customer Interactions over AI
So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.
https://youtu.be/RgLRnWNgBVQ
https://youtube.com/shorts/-RY2sq1yuk8?feature=share
https://youtube.com/shorts/4ioKxk3kNyY?feature=share
Jacob Easley II, Ed Up Xcelerated Excellence 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
Your Host: Jacob Easley II, PhD, PMP
Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity.
Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today.
Excellence Planning and Implementation
Expert Guidance
Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services.
Continuous Quality Improvement
The Path to Success
Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling.
Professional Development
Excellence by Design
Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs.
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.
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/
#JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow
The Power of Storytelling and Vision
For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections?
Using Professional Skills Beyond Work
Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship.
Socio-Cultural Impacts of Remote Work
I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore.
Strategic Language Use in Call Centers
That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English.
The Importance of Creativity in Communication
It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case.
The Romantic Side of Call Center Work
so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks.
Women Flix presents The Entrepreneur Talks by Yola Bastos. A Lesson in passion with Richard Blank.
Entrepreneur Talks podcast covers conversations with start-up founders, innovators, and thought leaders from around the world who are disrupting the status quo, expanding their businesses, and bringing innovative ideas to life.
Yola's conversational tone is focused on the tough questions about journeys and details the ways of thinking and acting that have led these entrepreneurs to success. Entrepreneurship, leadership, mental health, finances, and other issues are covered. This episode she speaks with CEO Richard Blank.
https://youtu.be/Je4mvW3UBXA
Season 14 Episode 6 :Entrepreneur Talks with Yola Bastos. Gamifying Success: Lessons in Business & Passion for Restoration
"You are not defined by your mistakes or difficulties. Right now, you have the power to shape your day and your future." - Yola Bastos
I'm Yola Bastos, a Portuguese national with over two decades of residency in London, England. As a versatile professional, I wear multiple hats as a Mindset Coach, Financial Adviser, Business Problem Solver, Digital Marketer, and Podcast Host.
Dynamic and passionate, I excel in delivering engaging presentations and adopting a professional approach to my work. Over the last decade, I have honed my skills in communication, coaching, management, and supporting businesses, with a particular focus on empowering women-led enterprises.
As a co-founder of Women Flix Ltd and CEO of Beautifly Digital Studio, I am dedicated to driving positive change in the lives of women and businesses globally.
a Portuguese national who has been residing in vibrant London, England, for the past 20 years.
With unwavering dedication, my mission is to empower individuals to overcome challenges and enhance their lives and businesses while cultivating a positive mindset.
As a versatile professional, I wear multiple hats—I am a Mindset Coach, a Mentor, a Digital Marketing Expert, a podcast host, and a dynamic speaker. What's more, I am fluent in three languages: English, Portuguese, and Spanish!
I am thrilled to share my expertise and insights with you, drawing from my diverse background and experiences. Together, we can unlock your potential and achieve remarkable growth.
*At Women Flix Ltd*, I help young women gain financial independence by providing them with the necessary tools and resources. My approach focuses on personalized coaching, guiding them through budgeting, saving, and investing wisely. I offer workshops on building credit, managing debt, and exploring diverse income streams. Additionally, I connect them with a network of like-minded peers and mentors who offer support and motivation. My goal is to empower young women to take control of their financial futures, create sustainable wealth, and achieve their dreams with confidence. Visit our website at https://womenflix.org/ to learn more.
*At Beautifly Digital Agency*, I help medium-sized businesses improve their profits by developing and implementing effective social media strategies. My process begins with a thorough analysis of their current social media presence and target audience. I then craft tailored strategies aimed at enhancing engagement, increasing brand visibility, and driving conversions. This includes content creation, scheduling, and targeted ad campaigns. I continuously monitor performance metrics and adjust tactics as needed to ensure optimal results. My ultimate goal is to boost their online presence, foster meaningful interactions with their audience, and significantly enhance their bottom line. Explore the possibilities at https://beautiflydigital.uk/.
At Women Flix, we take pride in our mission to empower women worldwide to achieve financial freedom through accessible financial knowledge, tools, and support. Our vision is to create a world where every woman has the opportunity to expand her financial potential and use money wisely with strategies that educate, inspire, and drive her towards success. We value women-focus, accountability, integrity, equality, social community, teamwork, innovation, leadership, and most importantly, passion for women. Join us on our journey to change the mindset of women towards money and unlock their full potential.
*At Women Flix Ltd*, we help young women gain financial independence by providing them with the necessary tools and resources. Our approach focuses on personalised coaching, guiding them through budgeting, saving, and investing wisely.
We offer workshops on building credit, managing debt, and exploring diverse income streams. Additionally, we connect them with a network of like-minded peers and mentors who offer support and motivation.
1. Interpersonal Communication Conflict Management Strategy
2. Phonetic Micro Expression reading for mastering verbal tell signs.
3. The Famous Buffer-Boomerang Technique
Advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation and phonetic micro expression reading.
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
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.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#EntrepreneurTalksPodcast #WomenFlix #YolaBastos #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #learnpodcasting #podcastepisode #podcastguest #podcasting #podcastinterview #podcastplaylist #podcasts #podcastskills #podcastshow
Entrepreneur Talks Podcast, Women Flix, Yola Bastos, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
Women Flix presents The Entrepreneur Talks by Yola Bastos. A Lesson in passion with contact centre ceo Richard Blank.
https://youtu.be/Je4mvW3UBXA
Women Flix presents The Entrepreneur Talks by Yola Bastos. A Lesson in passion with Richard Blank.
Entrepreneur Talks podcast covers conversations with start-up founders, innovators, and thought leaders from around the world who are disrupting the status quo, expanding their businesses, and bringing innovative ideas to life.
Yola's conversational tone is focused on the tough questions about journeys and details the ways of thinking and acting that have led these entrepreneurs to success. Entrepreneurship, leadership, mental health, finances, and other issues are covered. This episode she speaks with CEO Richard Blank.
https://youtu.be/Je4mvW3UBXA
Season 14 Episode 6 :Entrepreneur Talks with Yola Bastos. Gamifying Success: Lessons in Business & Passion for Restoration
"You are not defined by your mistakes or difficulties. Right now, you have the power to shape your day and your future." - Yola Bastos
I'm Yola Bastos, a Portuguese national with over two decades of residency in London, England. As a versatile professional, I wear multiple hats as a Mindset Coach, Financial Adviser, Business Problem Solver, Digital Marketer, and Podcast Host.
Dynamic and passionate, I excel in delivering engaging presentations and adopting a professional approach to my work. Over the last decade, I have honed my skills in communication, coaching, management, and supporting businesses, with a particular focus on empowering women-led enterprises.
As a co-founder of Women Flix Ltd and CEO of Beautifly Digital Studio, I am dedicated to driving positive change in the lives of women and businesses globally.
a Portuguese national who has been residing in vibrant London, England, for the past 20 years.
With unwavering dedication, my mission is to empower individuals to overcome challenges and enhance their lives and businesses while cultivating a positive mindset.
As a versatile professional, I wear multiple hats—I am a Mindset Coach, a Mentor, a Digital Marketing Expert, a podcast host, and a dynamic speaker. What's more, I am fluent in three languages: English, Portuguese, and Spanish!
I am thrilled to share my expertise and insights with you, drawing from my diverse background and experiences. Together, we can unlock your potential and achieve remarkable growth.
*At Women Flix Ltd*, I help young women gain financial independence by providing them with the necessary tools and resources. My approach focuses on personalized coaching, guiding them through budgeting, saving, and investing wisely. I offer workshops on building credit, managing debt, and exploring diverse income streams. Additionally, I connect them with a network of like-minded peers and mentors who offer support and motivation. My goal is to empower young women to take control of their financial futures, create sustainable wealth, and achieve their dreams with confidence. Visit our website at https://womenflix.org/ to learn more.
*At Beautifly Digital Agency*, I help medium-sized businesses improve their profits by developing and implementing effective social media strategies. My process begins with a thorough analysis of their current social media presence and target audience. I then craft tailored strategies aimed at enhancing engagement, increasing brand visibility, and driving conversions. This includes content creation, scheduling, and targeted ad campaigns. I continuously monitor performance metrics and adjust tactics as needed to ensure optimal results. My ultimate goal is to boost their online presence, foster meaningful interactions with their audience, and significantly enhance their bottom line. Explore the possibilities at https://beautiflydigital.uk/.
At Women Flix, we take pride in our mission to empower women worldwide to achieve financial freedom through accessible financial knowledge, tools, and support. Our vision is to create a world where every woman has the opportunity to expand her financial potential and use money wisely with strategies that educate, inspire, and drive her towards success. We value women-focus, accountability, integrity, equality, social community, teamwork, innovation, leadership, and most importantly, passion for women. Join us on our journey to change the mindset of women towards money and unlock their full potential.
*At Women Flix Ltd*, we help young women gain financial independence by providing them with the necessary tools and resources. Our approach focuses on personalised coaching, guiding them through budgeting, saving, and investing wisely.
We offer workshops on building credit, managing debt, and exploring diverse income streams. Additionally, we connect them with a network of like-minded peers and mentors who offer support and motivation.
1. Interpersonal Communication Conflict Management Strategy
2. Phonetic Micro Expression reading for mastering verbal tell signs.
3. The Famous Buffer-Boomerang Technique
Advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation and phonetic micro expression reading.
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
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.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#EntrepreneurTalksPodcast #WomenFlix #YolaBastos #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #learnpodcasting #podcastepisode #podcastguest #podcasting #podcastinterview #podcastplaylist #podcasts #podcastskills #podcastshow
Entrepreneur Talks Podcast, Women Flix, Yola Bastos, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
Women Flix presents The Entrepreneur Talks by Yola Bastos. A Lesson in passion with contact centre ceo Richard Blank.
https://youtu.be/Je4mvW3UBXA
Women Flix presents The Entrepreneur Talks by Yola Bastos. A Lesson in passion with Richard Blank.
Entrepreneur Talks podcast covers conversations with start-up founders, innovators, and thought leaders from around the world who are disrupting the status quo, expanding their businesses, and bringing innovative ideas to life.
Yola's conversational tone is focused on the tough questions about journeys and details the ways of thinking and acting that have led these entrepreneurs to success. Entrepreneurship, leadership, mental health, finances, and other issues are covered. This episode she speaks with CEO Richard Blank.
https://youtu.be/Je4mvW3UBXA
Season 14 Episode 6 :Entrepreneur Talks with Yola Bastos. Gamifying Success: Lessons in Business & Passion for Restoration
"You are not defined by your mistakes or difficulties. Right now, you have the power to shape your day and your future." - Yola Bastos
I'm Yola Bastos, a Portuguese national with over two decades of residency in London, England. As a versatile professional, I wear multiple hats as a Mindset Coach, Financial Adviser, Business Problem Solver, Digital Marketer, and Podcast Host.
Dynamic and passionate, I excel in delivering engaging presentations and adopting a professional approach to my work. Over the last decade, I have honed my skills in communication, coaching, management, and supporting businesses, with a particular focus on empowering women-led enterprises.
As a co-founder of Women Flix Ltd and CEO of Beautifly Digital Studio, I am dedicated to driving positive change in the lives of women and businesses globally.
a Portuguese national who has been residing in vibrant London, England, for the past 20 years.
With unwavering dedication, my mission is to empower individuals to overcome challenges and enhance their lives and businesses while cultivating a positive mindset.
As a versatile professional, I wear multiple hats—I am a Mindset Coach, a Mentor, a Digital Marketing Expert, a podcast host, and a dynamic speaker. What's more, I am fluent in three languages: English, Portuguese, and Spanish!
I am thrilled to share my expertise and insights with you, drawing from my diverse background and experiences. Together, we can unlock your potential and achieve remarkable growth.
*At Women Flix Ltd*, I help young women gain financial independence by providing them with the necessary tools and resources. My approach focuses on personalized coaching, guiding them through budgeting, saving, and investing wisely. I offer workshops on building credit, managing debt, and exploring diverse income streams. Additionally, I connect them with a network of like-minded peers and mentors who offer support and motivation. My goal is to empower young women to take control of their financial futures, create sustainable wealth, and achieve their dreams with confidence. Visit our website at https://womenflix.org/ to learn more.
*At Beautifly Digital Agency*, I help medium-sized businesses improve their profits by developing and implementing effective social media strategies. My process begins with a thorough analysis of their current social media presence and target audience. I then craft tailored strategies aimed at enhancing engagement, increasing brand visibility, and driving conversions. This includes content creation, scheduling, and targeted ad campaigns. I continuously monitor performance metrics and adjust tactics as needed to ensure optimal results. My ultimate goal is to boost their online presence, foster meaningful interactions with their audience, and significantly enhance their bottom line. Explore the possibilities at https://beautiflydigital.uk/.
At Women Flix, we take pride in our mission to empower women worldwide to achieve financial freedom through accessible financial knowledge, tools, and support. Our vision is to create a world where every woman has the opportunity to expand her financial potential and use money wisely with strategies that educate, inspire, and drive her towards success. We value women-focus, accountability, integrity, equality, social community, teamwork, innovation, leadership, and most importantly, passion for women. Join us on our journey to change the mindset of women towards money and unlock their full potential.
*At Women Flix Ltd*, we help young women gain financial independence by providing them with the necessary tools and resources. Our approach focuses on personalised coaching, guiding them through budgeting, saving, and investing wisely.
We offer workshops on building credit, managing debt, and exploring diverse income streams. Additionally, we connect them with a network of like-minded peers and mentors who offer support and motivation.
1. Interpersonal Communication Conflict Management Strategy
2. Phonetic Micro Expression reading for mastering verbal tell signs.
3. The Famous Buffer-Boomerang Technique
Advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation and phonetic micro expression reading.
Richard’s vision quest journey is filled with twists and turns. At 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers over two decades.
Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain.
A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
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.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
#EntrepreneurTalksPodcast #WomenFlix #YolaBastos #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #learnpodcasting #podcastepisode #podcastguest #podcasting #podcastinterview #podcastplaylist #podcasts #podcastskills #podcastshow
Entrepreneur Talks Podcast, Women Flix, Yola Bastos, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,
Women Flix presents The Entrepreneur Talks by Yola Bastos. A Lesson in passion with contact centre ceo Richard Blank.
https://youtu.be/Je4mvW3UBXA
