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50 Tastes of Gray Podcast. Host and Chef Matthew Gray interview with Richard Blank. A Journey abroad Welcome to 50 Tastes of Gray—where food gets flirty, stories simmer, and conversations are always served with a side of mischief. Aloha friends, I’m Matthew Gray. Tune in for a taste of something intelligent, warm, funny, intriguing, and always satisfying—because life is way too short and way too delicious to miss out on this ChatCast… In this episode of 50 Tastes Of Gray, I sat down with Richard Blank, a dreamer from Northeast Philly who took a one-in-a-million shot and moved to Costa Rica. Richard shares his incredible journey of finding love and starting a business in a new country. From his first encounter with the girl of his dreams to the challenges and triumphs of building a life together in Central America, Richard’s story is one of passion, perseverance, and the beauty of embracing new cultures. Richard is smart, very sharp, articulate, old school and new school, a man I admire greatly.Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. Growth, Motivation, and Mastery in Training It's like the gym. How many plates do you want to put on? And are you willing to learn different exercises? Or are you just going to sit on the flying machine and camp out there? Come on, give me a break. And I see people's wasted potential. And then I also see people that come to me saying that they read something, heard something, or they, I got this one kid that writes 15 vocabulary words a day and it's all across the board. Like bewildered. I'm like, that's a good one. You know, he's like parallel. Okay. Where'd you find that one? And so they're excited. They're collecting. They're growing. I can't hit the ball and drag Johnny. It's just not going to work that way. Can I show them my three back flips while biting an apple? I can do that too, but that doesn't do any good either. And so the best thing to do is to give them levels to hit or some sort of positive reinforcement on something. And I have the luxury of recorded phone calls. My industry is linguistic, and so they can hear themselves. They can taste their own food. They'll know if it's good. And it's up to them. I just make the face like, you know, you did too much salt, you burnt it. And for me, I love rhetoric. I think a really good delivery hits. Most people are so concerned about a body and a conclusion of a call, but if you don't land an introduction, you have no spark, no fire, nothing. How I Won My Wife's Heart Old-School Style Tell me about the girl of your dreams first. Now, being from Northeast Philly, you always think of Gilligan's Island. So when I got off the plane here in August of 2000, the women in Costa Rica are absolutely beautiful. They're Central American, exotic, tropical. They have a nice flair and Pura Vida in their heart. And in the first couple of months, I met my current wife, Grace Bourbon. She was working at my friend's restaurant. And so I was playing it smooth. Matthew, I'd call up and I'd order a double cheeseburger. And then I'd say, hey, send Gracie, let me go see her. So she would show up and I would write her some poems in Spanish and draw cartoons. And I tried to court her the old school way compared to the 99 other guys trying to ask her out for drinks. And little did I know that this very old school, old fashioned conservative young lady would find me interesting. And we've been together forever and we started a business together. And so I was very fortunate to combine two different worlds where everything is fresh and new. She's my Spanish tutor, I'm her English tutor. You know, that's kind of fun. But when you meet somebody and marry somebody that is completely, not saying the opposite, but the way they were raised in certain traditions and cultures, It's true love. It's not like you're hanging out with the people you grew up with, or you go to church with, or your families know everybody. You found this person in the middle of nowhere, yonder. And you guys found something in common that has such a strong foundation, it's still lasting to this day. And so I believe in things that need to be done organically and naturally. Plus between me and you, I definitely was looking for a wife when I came to Costa Rica. Okay, so you were in the hunt, so to speak, when you got there. Surviving High Turnover: A Trench Warfare Analogy What about the high turnover in your industry of the people who are seated doing the work that you're providing them with? Because that's got to be difficult. What are you doing to handle that? Well, how do you feel after you spend an hour cooking something and someone hates it? I spent an hour or two with soft skills training. I listened to your phone calls, Billy motivated you. And all of a sudden you see you quit and that's okay. You just can't take a personal why, because I know I did, but everybody loves peaches, right? I'm sorry. Not everybody might not like the three piece Philly. What are you going to do? But with honorable intentions and good faith, I can live with myself and I know the percentages. But how about this, my friend? Let me give you some constructive arguments on this. My industry has a 300% attrition rate. So it's like the trenches. We're one with machine guns. You blow that whistle and they're out there and they're not lasting. So you still have to invest in them because you never know. It could be a surprise. When Calling Was an Adventure Well, look how you and I were raised, my man. Television was good on Saturdays for cartoons or things like that, but we would read the books or we'd just be outside climbing trees playing. Exactly. Exactly. Riding our bikes, just like be home by six for dinner. That was it. See ya. How about this? Remember having to call someone's house and asking for somebody? That's right. Can Richie come out and play? People, they don't go to other people's houses and knock on doors. They don't call them anymore. See, that's what's so odd about what you do, for my mind, is because people don't call each other anymore. I grew up, I'm older than you, and we used to call each other all the time. Now you've got a text to ask for permission to call. It makes no sense to me either. And guess what? I'll call anyway. And leave your voice message. Yeah, of course. Because no one's picking up their phone. Come on, Matthew. I know you're there. Pick up. Oh, the machines are a whole different. That's another world away. And I'll say, Matthew, I got really good news for you, but I'm not going to tell you unless you call back. https://youtu.be/iyLOzskBil8 https://youtu.be/Pb176YJ40fQ https://youtu.be/75gP2iknXQs https://youtu.be/BVvWv_LA8uk https://youtu.be/hz23QlYSn5o Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Matthew Gray, 50 Tastes Of Gray, 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 I’m Matthew Gray—chef, storyteller, and professional pot-stirrer. As a seasoned voice in the kitchen and behind the mic, I stir curiosity, comedy, and a pinch of chaos into every episode. I don’t just tickle taste buds—I awaken appetites, ignite ideas, and reveal my guests with a perfect dash of irreverence. I aim for the funny bone, not the jugular (unless the moment calls for a well-placed carving knife). This chat-cast is as rich as a 12-hour braised short rib and as satisfying as finding the last fry at the bottom of the bag. You’ll laugh. You’ll learn. And you’ll finally understand why life doesn’t come with a side of aioli. My goal? To leave you entertained, inspired, and craving more—whether that means charging into life with unfiltered gusto or surrendering to a well-earned nap. Either way, you’re in deliciously capable hands. Wanna taste? Radio/Podcast Host | Chef | Entrepreneurial Advisor | Interview Consultant | Chef | Author | Journalist | Food Tour Creator | | Menu Developer | Idea Generator | Passion Strategist | I’ve worn many hats (and aprons) in my life, each one tied to a passion for creativity, connection, and innovation. Here’s a taste of my journey: Rock 'n' Roll Beginnings: Straight out of high school, I hit the road with the Eagles on their Hotel California tour, followed by stints with Fleetwood Mac and Pink Floyd. It was a backstage pass to life’s possibilities. Chef to the Stars: I became a chef, cooking for Hollywood’s elite before launching Chef Matthew’s Fine Foods, a line of sexy finger foods for Trader Joe’s and similar establishments. Creative Ventures: My greeting card company, Sublime Craftwork, turned exposed film into groovy, abstract art. A happy accident led to a process that was as unique as the designs themselves. Pamper and Dine: This one-of-a-kind business combined massage and fine dining in clients’ homes. Featured in People Magazine, CNN, and The New York Times, it became a global sensation. Fun fact: I saw half of Hollywood naked—odd, considering I was the chef, not the masseuse. Talk Radio Pioneer: In the golden age of terrestrial radio, I hosted shows blending food, relationships, and travel. Later, I founded Love Life Radio Network and Hawaii Chat Universe, earning a spot among PC Magazine’s “Top 1000 Websites in the World.” Food Journalism: As a food writer and restaurant critic for Hawaii’s largest daily newspaper, I called it like I tasted it—sometimes to the chagrin of the advertising department. My honesty may have ruffled feathers, but my taste buds never lied. Hawaii Food Tours: In 2004, I launched one of the first food tour companies in the U.S., a “social experiment” to feed, educate, and entertain travelers. It was a dream come true until March 2020 put it on pause. Where I Am Now My journey has brought me to a place where I can share my experiences to help others achieve their goals, embrace creativity, and find joy in every day. Whether it’s consulting, coaching, or collaborating, I’m here to pay it forward. Master The Art Of Captivating Introductions Using Rhetoric offers you the power of a well-crafted introduction in making a lasting impression. Our discussion emphasizes the importance of focusing on the introduction rather than just the body and conclusion of a call. We delve into the nuances of rhetoric, the art of zigging and zagging in conversations, and how small details, like noticing a dog barking, can create meaningful connections. Learn how to anchor your audience’s attention from the very beginning and master the art of captivating introductions. Go Above And Beyond: Empathy And Excellence To Unlock Customer Satisfaction discusses the importance of going above and beyond in customer service. Our conversation highlights how empathy, patience, and dedication can lead to first-call resolution and exceptional customer satisfaction. We explore the advanced thinking required to achieve these results and the appreciation customers feel when they receive that extra touch of care. Join us as we uncover the keys to unlocking customer satisfaction through empathy and excellence. Mastering Cold Calls: Slam Dunk The Deal! Let's dive into the evolving landscape of cold calling in the B2B world. Richard Blank discusses the impact of AI on prospecting, the shift in communication preferences post-COVID, and how personalized emails and voicemails can enhance your sales strategy. Learn how to turn your cold calls into quality conversations with targeted research and due diligence. Whether you’re a seasoned sales professional or just starting out, these insights will help you master the art of cold calling and slam dunk the deal! Entrepreneur Warning: Do Not Skip Meals! offers advice for hungry entrepreneurs. In this episode of “50 Tastes Of Gray,” we discuss the importance of maintaining a balanced diet for entrepreneurs and busy professionals. Go for the protein baby! Richard Blank emphasizes the need for proper nutrition to sustain energy levels and prevent burnout. While indulging in favorite snacks like pizza and Pringles is tempting, it’s crucial to prioritize healthy options like chicken, veggies, and plenty of water. Tune in to learn how to fuel your body for success and stay on top of your game without compromising your health. Vintage Juke Boxes And Pinball Games is a quick topic in this episode of “50 Tastes Of Gray." We take a nostalgic trip down memory lane with Richard Blank, who shares his passion for collecting antique juke boxes, pinball machines and retro arcade games. From a 1970 Bally’s Camelot pinball machine to a mid-90s Last Action Hero game, discover the charm and history behind these vintage treasures. Learn how gamification and classic arcade games can create a fun and engaging environment, fostering connections and even sparking romance. Whether you’re a collector or just a fan of retro games, this episode is sure to delight and inspire. I've Got Cash - In this lively and humorous segment, we discuss the excitement of having cash on hand and the importance of playing it cool when making purchases. With references to iconic bands like Led Zeppelin, INXS, and Crosby, Stills & Nash, this conversation is both entertaining and nostalgic. Tune in to hear more about the host’s unique perspective on shopping and music. My CEO Office Celebrates Success is a refreshing and upbeat segment. We share the unique approach to leadership and office culture. Unlike the typical cold and intimidating CEO office, this space is warm and welcoming, complete with candy and coffee. It’s a place to celebrate success and enjoy a positive atmosphere. Tune in to hear more about how this CEO creates a fun and supportive environment for their team. Hear it from the Employer's side. Remote Work From The Boss's Perspective is an insightful segment that discusses the challenges and benefits of managing a team of 150 full-time agents, most of whom work from home. The conversation touches on the unpredictable hours of a performer, the impact of COVID-19 on remote work, and the balance between financial benefits and the loss of in-person synergy. Tune in to hear more about the host’s unique perspective on leadership, remote work, and maintaining team connection. How To Handle Employees: A New Approach In this "Short" from “50 Tastes Of Gray,” we explore a compassionate and effective approach to managing employees in a call center environment. Richard Blank shares his philosophy on leadership, emphasizing the importance of accountability without humiliation. Learn how to use metrics to guide performance, maintain morale, and handle unexpected absences with a solid game plan. Discover strategies to bend but not break your team, fostering a supportive and productive workplace. 52 and Thriving: Secrets of Discipline and Success is a tasty nugget of my guest on 50 Tastes Of Gray, Richard Blank. sharing his journey of maintaining structure and discipline throughout his life. From hitting the gym six days a week since the age of 17 to being the first to arrive and the last to leave at work, he reveals the secrets that contribute to his success. Tune in to discover how consistency and dedication can lead to a thriving life at any age. The Grind - The Grit - Don't you Ever Turn Away Business shows my guest Richard Blank emphasizing the importance of going the extra mile in both personal and professional life. He shares anecdotes about staying late at work, keeping the kitchen open for a late customer, and always welcoming good vibes and energy. Tune in to learn how a mindset of perseverance and openness can lead to lasting success and unforgettable moments. Is AI a Threat or a Tool For Humanity? delves into the debate surrounding artificial intelligence. We discuss the potential threats and benefits of AI, comparing it to historical technological advancements like the steam engine. The conversation highlights the irreplaceable value of human empathy, friendship, and interpersonal connections in achieving true success. Tune in to explore the balance between technology and humanity. How To Improve Customer Service Training For Outsourced Teams addresses common challenges faced with outsourced customer care lines, particularly in the Philippines and India. Issues such as inadequate product knowledge and language barriers, strategies for training teams to better understand a company’s products, protocols, and services. Tune in to learn effective methods for enhancing customer service and ensuring clear communication with consumers. Stop Apologizing: Embrace Venting Without Guilt discusses the importance of allowing people to vent without feeling guilty. Emphasize the need to stop apologizing unnecessarily and provide a safe space for expressing emotions, even if it includes profanity. Tune in to learn how to create an environment where venting is accepted and understood as a natural part of emotional release. Why Live Interaction Beats Working from Home shows Matthew and his colleague Richard Blank exploring the significant impact of in-person collaboration on productivity. They highlight how working side-by-side, sharing high-fives, and fostering a team spirit can boost productivity by at least 20%. The conversation draws vivid comparisons between in-person and remote work, likening it to the difference between a movie and live theater or a microwave meal and a homemade dish. Tune in to discover why in-person collaboration is essential for getting the best out of your team. Exploring Costa Rican Cuisine: Gallo Pinto and Seafood Delights embarks on a culinary journey through Costa Rica, sharing insights into the vibrant and flavorful world of Costa Rican cuisine. From the traditional breakfast dish, gallo pinto, to the fresh and delectable seafood, discover the unique ingredients and cooking techniques that make Costa Rican food so special. Whether you’re a food enthusiast or just curious about new flavors, this episode will tantalize your taste buds and inspire your next culinary adventure. Mastering Positive Escalation In Customer Support deep dives into the concept of positive escalation in customer support and prospecting. Learn how recognizing and praising exceptional service can build stronger relationships and enhance your customer pipeline. Discover practical tips for effectively communicating with supervisors and colleagues to ensure your feedback makes a lasting impact. Expert Customer Care Advanced Training Techniques Revealed suggests sophisticated skill sets required for top-tier customer service. Our discussion covers the differences between prospectors and customer care representatives, the application of neuro-linguistic programming in training, and the importance of a well-structured onboarding process. We also draw parallels between training in customer care and working out at the gym, emphasizing the need for continuous learning and adaptability. In this episode of “50 Tastes Of Gray,” we dive into the world of unlocking success in telemarketing with Richard Blank, an expert in international business and marketing. Tune in for an engaging conversation that blends food, life, and business, providing a perfect taste treat for you. From Northeast Philly to Costa Rica My Inspiring Journey is this snippet where we dive into the incredible journey of a dreamer (Richard Blank) from Northeast Philly who made his way to Costa Rica. Overcoming parental guilt and seizing a one-in-a-million opportunity, he married the girl of his dreams, started a successful business, and now shares his heartfelt story of happiness and humility. Tune in to hear about his adventures and the lessons he’s learned along the way. How I Met My Dream Girl in Costa Rica is a heartwarming passage from “50 Tastes Of Gray,” where Richard Blank shares a romantic tale of how a dreamer from Northeast Philly met his dream girl in Costa Rica. Arriving in August 2000, he was captivated by the beauty and charm of the women in Costa Rica. Among them was Grace Borbon, who worked at his friend’s restaurant. With a smooth approach, he courted her the old-school way, writing poems in Spanish and drawing cartoons, standing out from the crowd. Tune in to hear this enchanting love story and the journey that followed. We delve into the dynamics of relationships and the age-old question: Do opposites really attract? Richard Blank shares his experience of building a strong foundation with his dream girl, Grace Borbon, based on mutual interests, respect, and treating each other with kindness. He emphasizes the importance of being proud to be by her side and the power of comfortable silence in strengthening their bond. Tune in to explore the nuances of relationships and discover what truly makes them work. Guest Richard Blank discusses his unique experience of a city slicker from the United States navigating life in Costa Rica. Richard, a gringo in formal business attire, shares his humorous and insightful journey of adapting to a new culture. He reflects on the changes he’s undergone, including a light-hearted mention of his hair loss, and the support of his beautiful bride. Tune in to hear about the challenges and joys of living in Costa Rica as an expat. Stylish Travel Tips: Dress Smart Wherever You Go is about always looking good. Our mothers always told us to "wear clean underwear because you never know." In this episode of 50 Tastes Of Gray, I sat down with Richard Blank, a dreamer from Northeast Philly who took a one-in-a-million shot and moved to Costa Rica. Richard shares his incredible journey of finding love and starting a business in a new country. From his first encounter with the girl of his dreams to the challenges and triumphs of building a life together in Central America, Richard’s story is one of passion, perseverance, and the beauty of embracing new cultures. Richard is smart, very sharp, articulate, old school and new school, a man I admire greatly. Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. #loveandbusiness #costaricalife #inspiringjourneys In this episode of 50 Tastes Of Gray, I sat down with Richard Blank, a dreamer from Northeast Philly who took a one-in-a-million shot and moved to Costa Rica. Richard shares his incredible journey of finding love and starting a business in a new country. From his first encounter with the girl of his dreams to the challenges and triumphs of building a life together in Central America, Richard’s story is one of passion, perseverance, and the beauty of embracing new cultures. Richard is smart, very sharp, articulate, old school and new school, a man I admire greatly. Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. #loveandbusiness #costaricalife #inspiringjourneys Why Nobody Calls Anymore: The Lost Art Of Communication - In this episode of “50 Tastes Of Gray,” we dive into the nostalgic and thought-provoking topic of why nobody calls anymore. Remember the days of calling someone’s house and asking if they could come out to play? Those days are long gone. Join us as we explore the lost art of communication, the shift from phone calls to texts, and the impact it has on our relationships. Tune in for a heartfelt discussion that will make you rethink how we connect with each other in the digital age. This Voice Message Always Gets Callbacks shows Matthew and Richard sharing foolproof methods to ensure your voice messages always get callbacks. Discover the secret behind leaving an irresistible message that compels the recipient to return your call. Join us as we discuss the psychology behind this technique, the art of leaving engaging voice messages, and why sometimes even telemarketers can be entertaining. Tune in for practical tips and a fun conversation that will change the way you think about voicemail. Phone Porn Man vs Food Porn Man explores the humorous and quirky idea of combining phone and food obsessions. Imagine a competition where participants munch on delicious food while trying to make phone calls and be understood at the same time. Join us for a fun and lighthearted discussion about the challenges of multitasking, the art of chewing gum while talking, and the hilarity that ensues when food and phone calls collide. Tune in for a unique and entertaining episode that will leave you laughing and craving more. #MultitaskingMadness #FoodVsPhone #ComedyPodcast #PhoneAndFoodChallenge #FoodPorn #PhoneObsession #Humor #ChewingAndChatting #HilarityEnsues #podcastfun Embrace Vulnerability: Key Entrepreneurial Insights delves into the importance of embracing vulnerability as an entrepreneur. Join us for an insightful conversation about the value of self-compassion, shedding unnecessary burdens, and the courage to face criticism. Richard Blank shares key entrepreneurial insights and parting thoughts that will inspire you to be kinder to yourself and make the most of your journey. Tune in for a heartfelt discussion that encourages you to embrace vulnerability and live life to the fullest. Just Say Matthew Sent You - In this episode of “50 Tastes Of Gray,” we offer a special bonus for our listeners. If you ever wanted to pick the brain of our guest, Richard, now is your chance! Just mention that you heard him on Matthew’s show, and you’ll get a free consulting session. Join us for an engaging conversation and take advantage of this exclusive opportunity to run your ideas by Richard. Tune in and become one of our bonus babies! Oh My! No Politics Allowed . In this episode of “50 Tastes Of Gray,” we discuss the importance of respecting leadership, regardless of political affiliation. We emphasize the value of loyalty to one’s team and the significant contributions of military veterans. We also touch on the negative impact of deliberate provocations and traps in social interactions. Apparently, according to my guest Richard Blank, I am Coolest Cat In Hawaii - Except For Don Ho. Quite a compliment! We share a delightful conversation filled with aloha spirit as Richard bids us adieu. We discuss the joy of podcasting, the art of bringing out the best in people, and pay tribute to the legendary Don Ho, a true Hall of Famer in Hawaii. In this episode of “50 Tastes Of Gray,” we wrap up with a heartfelt and enthusiastic farewell from our guest Richard Blank. He shares a lighthearted moment, praising Matthew’s humor with the phrase, “So Funny, Matthew’s My Boy!” Join us for a delightful episode filled with laughter and camaraderie. Mastering Fluency: The Journey Of A Language Learner is a journey to mastering fluency. We discuss the challenges of having an accent and how it can make you stand out, but also highlight the strengths of their grammar, vocabulary, and expressiveness. The conversation emphasizes that learning a second language requires discipline and structure, but it is also a valuable gift that can be enjoyed anywhere without the need for technology. Tune in to hear about the commitment and rewards of becoming fluent in a new language. Meeting My Heroes: Fueling My Passion For Success shows Richard Blank sharing the exhilarating experience of meeting his heroes and receiving their validation. He reflects on how hearing “you got something, kid” from industry icons serves as a powerful checkpoint, far more impactful than praise from family and friends. This recognition fuels his passion and determination to keep pushing forward, proving that the market sees his potential. Tune in to hear how meeting his heroes has motivated Richard to go the extra mile in his journey to success. Grateful Reflections: The Power Of True Friendship is heartfelt. Richard Blank reflects on the power of true friendship and the importance of gratitude. He shares how the unwavering support, confidence, and love from his friends have shaped his journey. Despite his success, returning home reminds him that he is still the same person his friends knew back in 1987. The bonds formed through shared experiences, laughter, and tears have created a beautiful story of growth and loyalty. Tune in to hear his touching tribute to the friends who have always been there for him. Winter Wonderland Getaway: Rockies vs Alps Adventure is where I, Matthew Gray, ask Richard where he'd like to travel. He replied with something quite different than Costa Rica where he's living. He reminisces about his ideal winter getaway, contrasting the Rockies and the Alps and describes the charm of a mountain village during wintertime, with the comforting smell of wood burning in fireplaces, warm stores filled with the scent of cinnamon, and the joy of sledding and ice skating. The conversation explores the allure of both the Rockies and the Alps, ultimately leaning towards the Rockies due to personal connections. Tune in to experience the magic of a winter wonderland adventure and the nostalgic memories it brings. Be Home By Six... See Ya! is a short clip reflecting on how technology and social media have changed childhood nurturing. We discuss the importance of balancing screen time with real-life experiences and the value of those precious moments spent outdoors and with family. Join us as we reminisce about the good old days when being home by six for dinner was the norm. Why Live Interaction Beats Working from Home shows Matthew and his colleague Richard Blank exploring the significant impact of in-person collaboration on productivity. They highlight how working side-by-side, sharing high-fives, and fostering a team spirit can boost productivity by at least 20%. The conversation draws vivid comparisons between in-person and remote work, likening it to the difference between a movie and live theater or a microwave meal and a homemade dish. Tune in to discover why in-person collaboration is essential for getting the best out of your team. What if your voicemails actually made people want to call you back? In this Short, Matthew and Richard reveal a proven method for leaving voice messages that trigger curiosity and response. Learn the subtle psychology behind tone, timing, and delivery — and why even telemarketers could teach you something about charm. It’s fast, fun, and guaranteed to level up your phone game. Mastering a second language is more than just memorizing words — it's a journey of structure, discipline, and self-discovery. In this conversation, Richard Blank shares how accents can be both a challenge and a unique strength, and why fluency is a rewarding gift that needs no tech to enjoy. Tune in for insight, humor, and motivation for anyone nav 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, he shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank is the Chief Executive Officer for Costa Rica s Call Center since 2008. 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. 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/ #MatthewGray #50TastesOfGray #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest.#CostaRicaCallCenter #LifeReinvention #SalesLeadership #PinballCEO #TelemarketingMastery #PodcastEpisode

50 Tastes of Gray Podcast. Host and Chef Matthew Gray interview with Richard Blank. A Journey abroad Welcome to 50 Tastes of Gray—where food gets flirty, stories simmer, and conversations are always served with a side of mischief. Aloha friends, I’m Matthew Gray. Tune in for a taste of something intelligent, warm, funny, intriguing, and always satisfying—because life is way too short and way too delicious to miss out on this ChatCast… In this episode of 50 Tastes Of Gray, I sat down with Richard Blank, a dreamer from Northeast Philly who took a one-in-a-million shot and moved to Costa Rica. Richard shares his incredible journey of finding love and starting a business in a new country. From his first encounter with the girl of his dreams to the challenges and triumphs of building a life together in Central America, Richard’s story is one of passion, perseverance, and the beauty of embracing new cultures. Richard is smart, very sharp, articulate, old school and new school, a man I admire greatly.Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. Growth, Motivation, and Mastery in Training It's like the gym. How many plates do you want to put on? And are you willing to learn different exercises? Or are you just going to sit on the flying machine and camp out there? Come on, give me a break. And I see people's wasted potential. And then I also see people that come to me saying that they read something, heard something, or they, I got this one kid that writes 15 vocabulary words a day and it's all across the board. Like bewildered. I'm like, that's a good one. You know, he's like parallel. Okay. Where'd you find that one? And so they're excited. They're collecting. They're growing. I can't hit the ball and drag Johnny. It's just not going to work that way. Can I show them my three back flips while biting an apple? I can do that too, but that doesn't do any good either. And so the best thing to do is to give them levels to hit or some sort of positive reinforcement on something. And I have the luxury of recorded phone calls. My industry is linguistic, and so they can hear themselves. They can taste their own food. They'll know if it's good. And it's up to them. I just make the face like, you know, you did too much salt, you burnt it. And for me, I love rhetoric. I think a really good delivery hits. Most people are so concerned about a body and a conclusion of a call, but if you don't land an introduction, you have no spark, no fire, nothing. How I Won My Wife's Heart Old-School Style Tell me about the girl of your dreams first. Now, being from Northeast Philly, you always think of Gilligan's Island. So when I got off the plane here in August of 2000, the women in Costa Rica are absolutely beautiful. They're Central American, exotic, tropical. They have a nice flair and Pura Vida in their heart. And in the first couple of months, I met my current wife, Grace Bourbon. She was working at my friend's restaurant. And so I was playing it smooth. Matthew, I'd call up and I'd order a double cheeseburger. And then I'd say, hey, send Gracie, let me go see her. So she would show up and I would write her some poems in Spanish and draw cartoons. And I tried to court her the old school way compared to the 99 other guys trying to ask her out for drinks. And little did I know that this very old school, old fashioned conservative young lady would find me interesting. And we've been together forever and we started a business together. And so I was very fortunate to combine two different worlds where everything is fresh and new. She's my Spanish tutor, I'm her English tutor. You know, that's kind of fun. But when you meet somebody and marry somebody that is completely, not saying the opposite, but the way they were raised in certain traditions and cultures, It's true love. It's not like you're hanging out with the people you grew up with, or you go to church with, or your families know everybody. You found this person in the middle of nowhere, yonder. And you guys found something in common that has such a strong foundation, it's still lasting to this day. And so I believe in things that need to be done organically and naturally. Plus between me and you, I definitely was looking for a wife when I came to Costa Rica. Okay, so you were in the hunt, so to speak, when you got there. Surviving High Turnover: A Trench Warfare Analogy What about the high turnover in your industry of the people who are seated doing the work that you're providing them with? Because that's got to be difficult. What are you doing to handle that? Well, how do you feel after you spend an hour cooking something and someone hates it? I spent an hour or two with soft skills training. I listened to your phone calls, Billy motivated you. And all of a sudden you see you quit and that's okay. You just can't take a personal why, because I know I did, but everybody loves peaches, right? I'm sorry. Not everybody might not like the three piece Philly. What are you going to do? But with honorable intentions and good faith, I can live with myself and I know the percentages. But how about this, my friend? Let me give you some constructive arguments on this. My industry has a 300% attrition rate. So it's like the trenches. We're one with machine guns. You blow that whistle and they're out there and they're not lasting. So you still have to invest in them because you never know. It could be a surprise. When Calling Was an Adventure Well, look how you and I were raised, my man. Television was good on Saturdays for cartoons or things like that, but we would read the books or we'd just be outside climbing trees playing. Exactly. Exactly. Riding our bikes, just like be home by six for dinner. That was it. See ya. How about this? Remember having to call someone's house and asking for somebody? That's right. Can Richie come out and play? People, they don't go to other people's houses and knock on doors. They don't call them anymore. See, that's what's so odd about what you do, for my mind, is because people don't call each other anymore. I grew up, I'm older than you, and we used to call each other all the time. Now you've got a text to ask for permission to call. It makes no sense to me either. And guess what? I'll call anyway. And leave your voice message. Yeah, of course. Because no one's picking up their phone. Come on, Matthew. I know you're there. Pick up. Oh, the machines are a whole different. That's another world away. And I'll say, Matthew, I got really good news for you, but I'm not going to tell you unless you call back. https://youtu.be/iyLOzskBil8 https://youtu.be/Pb176YJ40fQ https://youtu.be/75gP2iknXQs https://youtu.be/BVvWv_LA8uk https://youtu.be/hz23QlYSn5o Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Matthew Gray, 50 Tastes Of Gray, 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 I’m Matthew Gray—chef, storyteller, and professional pot-stirrer. As a seasoned voice in the kitchen and behind the mic, I stir curiosity, comedy, and a pinch of chaos into every episode. I don’t just tickle taste buds—I awaken appetites, ignite ideas, and reveal my guests with a perfect dash of irreverence. I aim for the funny bone, not the jugular (unless the moment calls for a well-placed carving knife). This chat-cast is as rich as a 12-hour braised short rib and as satisfying as finding the last fry at the bottom of the bag. You’ll laugh. You’ll learn. And you’ll finally understand why life doesn’t come with a side of aioli. My goal? To leave you entertained, inspired, and craving more—whether that means charging into life with unfiltered gusto or surrendering to a well-earned nap. Either way, you’re in deliciously capable hands. Wanna taste? Radio/Podcast Host | Chef | Entrepreneurial Advisor | Interview Consultant | Chef | Author | Journalist | Food Tour Creator | | Menu Developer | Idea Generator | Passion Strategist | I’ve worn many hats (and aprons) in my life, each one tied to a passion for creativity, connection, and innovation. Here’s a taste of my journey: Rock 'n' Roll Beginnings: Straight out of high school, I hit the road with the Eagles on their Hotel California tour, followed by stints with Fleetwood Mac and Pink Floyd. It was a backstage pass to life’s possibilities. Chef to the Stars: I became a chef, cooking for Hollywood’s elite before launching Chef Matthew’s Fine Foods, a line of sexy finger foods for Trader Joe’s and similar establishments. Creative Ventures: My greeting card company, Sublime Craftwork, turned exposed film into groovy, abstract art. A happy accident led to a process that was as unique as the designs themselves. Pamper and Dine: This one-of-a-kind business combined massage and fine dining in clients’ homes. Featured in People Magazine, CNN, and The New York Times, it became a global sensation. Fun fact: I saw half of Hollywood naked—odd, considering I was the chef, not the masseuse. Talk Radio Pioneer: In the golden age of terrestrial radio, I hosted shows blending food, relationships, and travel. Later, I founded Love Life Radio Network and Hawaii Chat Universe, earning a spot among PC Magazine’s “Top 1000 Websites in the World.” Food Journalism: As a food writer and restaurant critic for Hawaii’s largest daily newspaper, I called it like I tasted it—sometimes to the chagrin of the advertising department. My honesty may have ruffled feathers, but my taste buds never lied. Hawaii Food Tours: In 2004, I launched one of the first food tour companies in the U.S., a “social experiment” to feed, educate, and entertain travelers. It was a dream come true until March 2020 put it on pause. Where I Am Now My journey has brought me to a place where I can share my experiences to help others achieve their goals, embrace creativity, and find joy in every day. Whether it’s consulting, coaching, or collaborating, I’m here to pay it forward. Master The Art Of Captivating Introductions Using Rhetoric offers you the power of a well-crafted introduction in making a lasting impression. Our discussion emphasizes the importance of focusing on the introduction rather than just the body and conclusion of a call. We delve into the nuances of rhetoric, the art of zigging and zagging in conversations, and how small details, like noticing a dog barking, can create meaningful connections. Learn how to anchor your audience’s attention from the very beginning and master the art of captivating introductions. Go Above And Beyond: Empathy And Excellence To Unlock Customer Satisfaction discusses the importance of going above and beyond in customer service. Our conversation highlights how empathy, patience, and dedication can lead to first-call resolution and exceptional customer satisfaction. We explore the advanced thinking required to achieve these results and the appreciation customers feel when they receive that extra touch of care. Join us as we uncover the keys to unlocking customer satisfaction through empathy and excellence. Mastering Cold Calls: Slam Dunk The Deal! Let's dive into the evolving landscape of cold calling in the B2B world. Richard Blank discusses the impact of AI on prospecting, the shift in communication preferences post-COVID, and how personalized emails and voicemails can enhance your sales strategy. Learn how to turn your cold calls into quality conversations with targeted research and due diligence. Whether you’re a seasoned sales professional or just starting out, these insights will help you master the art of cold calling and slam dunk the deal! Entrepreneur Warning: Do Not Skip Meals! offers advice for hungry entrepreneurs. In this episode of “50 Tastes Of Gray,” we discuss the importance of maintaining a balanced diet for entrepreneurs and busy professionals. Go for the protein baby! Richard Blank emphasizes the need for proper nutrition to sustain energy levels and prevent burnout. While indulging in favorite snacks like pizza and Pringles is tempting, it’s crucial to prioritize healthy options like chicken, veggies, and plenty of water. Tune in to learn how to fuel your body for success and stay on top of your game without compromising your health. Vintage Juke Boxes And Pinball Games is a quick topic in this episode of “50 Tastes Of Gray." We take a nostalgic trip down memory lane with Richard Blank, who shares his passion for collecting antique juke boxes, pinball machines and retro arcade games. From a 1970 Bally’s Camelot pinball machine to a mid-90s Last Action Hero game, discover the charm and history behind these vintage treasures. Learn how gamification and classic arcade games can create a fun and engaging environment, fostering connections and even sparking romance. Whether you’re a collector or just a fan of retro games, this episode is sure to delight and inspire. I've Got Cash - In this lively and humorous segment, we discuss the excitement of having cash on hand and the importance of playing it cool when making purchases. With references to iconic bands like Led Zeppelin, INXS, and Crosby, Stills & Nash, this conversation is both entertaining and nostalgic. Tune in to hear more about the host’s unique perspective on shopping and music. My CEO Office Celebrates Success is a refreshing and upbeat segment. We share the unique approach to leadership and office culture. Unlike the typical cold and intimidating CEO office, this space is warm and welcoming, complete with candy and coffee. It’s a place to celebrate success and enjoy a positive atmosphere. Tune in to hear more about how this CEO creates a fun and supportive environment for their team. Hear it from the Employer's side. Remote Work From The Boss's Perspective is an insightful segment that discusses the challenges and benefits of managing a team of 150 full-time agents, most of whom work from home. The conversation touches on the unpredictable hours of a performer, the impact of COVID-19 on remote work, and the balance between financial benefits and the loss of in-person synergy. Tune in to hear more about the host’s unique perspective on leadership, remote work, and maintaining team connection. How To Handle Employees: A New Approach In this "Short" from “50 Tastes Of Gray,” we explore a compassionate and effective approach to managing employees in a call center environment. Richard Blank shares his philosophy on leadership, emphasizing the importance of accountability without humiliation. Learn how to use metrics to guide performance, maintain morale, and handle unexpected absences with a solid game plan. Discover strategies to bend but not break your team, fostering a supportive and productive workplace. 52 and Thriving: Secrets of Discipline and Success is a tasty nugget of my guest on 50 Tastes Of Gray, Richard Blank. sharing his journey of maintaining structure and discipline throughout his life. From hitting the gym six days a week since the age of 17 to being the first to arrive and the last to leave at work, he reveals the secrets that contribute to his success. Tune in to discover how consistency and dedication can lead to a thriving life at any age. The Grind - The Grit - Don't you Ever Turn Away Business shows my guest Richard Blank emphasizing the importance of going the extra mile in both personal and professional life. He shares anecdotes about staying late at work, keeping the kitchen open for a late customer, and always welcoming good vibes and energy. Tune in to learn how a mindset of perseverance and openness can lead to lasting success and unforgettable moments. Is AI a Threat or a Tool For Humanity? delves into the debate surrounding artificial intelligence. We discuss the potential threats and benefits of AI, comparing it to historical technological advancements like the steam engine. The conversation highlights the irreplaceable value of human empathy, friendship, and interpersonal connections in achieving true success. Tune in to explore the balance between technology and humanity. How To Improve Customer Service Training For Outsourced Teams addresses common challenges faced with outsourced customer care lines, particularly in the Philippines and India. Issues such as inadequate product knowledge and language barriers, strategies for training teams to better understand a company’s products, protocols, and services. Tune in to learn effective methods for enhancing customer service and ensuring clear communication with consumers. Stop Apologizing: Embrace Venting Without Guilt discusses the importance of allowing people to vent without feeling guilty. Emphasize the need to stop apologizing unnecessarily and provide a safe space for expressing emotions, even if it includes profanity. Tune in to learn how to create an environment where venting is accepted and understood as a natural part of emotional release. Why Live Interaction Beats Working from Home shows Matthew and his colleague Richard Blank exploring the significant impact of in-person collaboration on productivity. They highlight how working side-by-side, sharing high-fives, and fostering a team spirit can boost productivity by at least 20%. The conversation draws vivid comparisons between in-person and remote work, likening it to the difference between a movie and live theater or a microwave meal and a homemade dish. Tune in to discover why in-person collaboration is essential for getting the best out of your team. Exploring Costa Rican Cuisine: Gallo Pinto and Seafood Delights embarks on a culinary journey through Costa Rica, sharing insights into the vibrant and flavorful world of Costa Rican cuisine. From the traditional breakfast dish, gallo pinto, to the fresh and delectable seafood, discover the unique ingredients and cooking techniques that make Costa Rican food so special. Whether you’re a food enthusiast or just curious about new flavors, this episode will tantalize your taste buds and inspire your next culinary adventure. Mastering Positive Escalation In Customer Support deep dives into the concept of positive escalation in customer support and prospecting. Learn how recognizing and praising exceptional service can build stronger relationships and enhance your customer pipeline. Discover practical tips for effectively communicating with supervisors and colleagues to ensure your feedback makes a lasting impact. Expert Customer Care Advanced Training Techniques Revealed suggests sophisticated skill sets required for top-tier customer service. Our discussion covers the differences between prospectors and customer care representatives, the application of neuro-linguistic programming in training, and the importance of a well-structured onboarding process. We also draw parallels between training in customer care and working out at the gym, emphasizing the need for continuous learning and adaptability. In this episode of “50 Tastes Of Gray,” we dive into the world of unlocking success in telemarketing with Richard Blank, an expert in international business and marketing. Tune in for an engaging conversation that blends food, life, and business, providing a perfect taste treat for you. From Northeast Philly to Costa Rica My Inspiring Journey is this snippet where we dive into the incredible journey of a dreamer (Richard Blank) from Northeast Philly who made his way to Costa Rica. Overcoming parental guilt and seizing a one-in-a-million opportunity, he married the girl of his dreams, started a successful business, and now shares his heartfelt story of happiness and humility. Tune in to hear about his adventures and the lessons he’s learned along the way. How I Met My Dream Girl in Costa Rica is a heartwarming passage from “50 Tastes Of Gray,” where Richard Blank shares a romantic tale of how a dreamer from Northeast Philly met his dream girl in Costa Rica. Arriving in August 2000, he was captivated by the beauty and charm of the women in Costa Rica. Among them was Grace Borbon, who worked at his friend’s restaurant. With a smooth approach, he courted her the old-school way, writing poems in Spanish and drawing cartoons, standing out from the crowd. Tune in to hear this enchanting love story and the journey that followed. We delve into the dynamics of relationships and the age-old question: Do opposites really attract? Richard Blank shares his experience of building a strong foundation with his dream girl, Grace Borbon, based on mutual interests, respect, and treating each other with kindness. He emphasizes the importance of being proud to be by her side and the power of comfortable silence in strengthening their bond. Tune in to explore the nuances of relationships and discover what truly makes them work. Guest Richard Blank discusses his unique experience of a city slicker from the United States navigating life in Costa Rica. Richard, a gringo in formal business attire, shares his humorous and insightful journey of adapting to a new culture. He reflects on the changes he’s undergone, including a light-hearted mention of his hair loss, and the support of his beautiful bride. Tune in to hear about the challenges and joys of living in Costa Rica as an expat. Stylish Travel Tips: Dress Smart Wherever You Go is about always looking good. Our mothers always told us to "wear clean underwear because you never know." In this episode of 50 Tastes Of Gray, I sat down with Richard Blank, a dreamer from Northeast Philly who took a one-in-a-million shot and moved to Costa Rica. Richard shares his incredible journey of finding love and starting a business in a new country. From his first encounter with the girl of his dreams to the challenges and triumphs of building a life together in Central America, Richard’s story is one of passion, perseverance, and the beauty of embracing new cultures. Richard is smart, very sharp, articulate, old school and new school, a man I admire greatly. Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. #loveandbusiness #costaricalife #inspiringjourneys In this episode of 50 Tastes Of Gray, I sat down with Richard Blank, a dreamer from Northeast Philly who took a one-in-a-million shot and moved to Costa Rica. Richard shares his incredible journey of finding love and starting a business in a new country. From his first encounter with the girl of his dreams to the challenges and triumphs of building a life together in Central America, Richard’s story is one of passion, perseverance, and the beauty of embracing new cultures. Richard is smart, very sharp, articulate, old school and new school, a man I admire greatly. Tune in to hear about Richard's experiences in international business, marketing, and the vibrant life in Costa Rica running Costa Rica's Call Center. Whether you’re a hopeless romantic, an aspiring entrepreneur, or simply curious about life in Costa Rica, this episode is sure to inspire and entertain. #loveandbusiness #costaricalife #inspiringjourneys Why Nobody Calls Anymore: The Lost Art Of Communication - In this episode of “50 Tastes Of Gray,” we dive into the nostalgic and thought-provoking topic of why nobody calls anymore. Remember the days of calling someone’s house and asking if they could come out to play? Those days are long gone. Join us as we explore the lost art of communication, the shift from phone calls to texts, and the impact it has on our relationships. Tune in for a heartfelt discussion that will make you rethink how we connect with each other in the digital age. This Voice Message Always Gets Callbacks shows Matthew and Richard sharing foolproof methods to ensure your voice messages always get callbacks. Discover the secret behind leaving an irresistible message that compels the recipient to return your call. Join us as we discuss the psychology behind this technique, the art of leaving engaging voice messages, and why sometimes even telemarketers can be entertaining. Tune in for practical tips and a fun conversation that will change the way you think about voicemail. Phone Porn Man vs Food Porn Man explores the humorous and quirky idea of combining phone and food obsessions. Imagine a competition where participants munch on delicious food while trying to make phone calls and be understood at the same time. Join us for a fun and lighthearted discussion about the challenges of multitasking, the art of chewing gum while talking, and the hilarity that ensues when food and phone calls collide. Tune in for a unique and entertaining episode that will leave you laughing and craving more. #MultitaskingMadness #FoodVsPhone #ComedyPodcast #PhoneAndFoodChallenge #FoodPorn #PhoneObsession #Humor #ChewingAndChatting #HilarityEnsues #podcastfun Embrace Vulnerability: Key Entrepreneurial Insights delves into the importance of embracing vulnerability as an entrepreneur. Join us for an insightful conversation about the value of self-compassion, shedding unnecessary burdens, and the courage to face criticism. Richard Blank shares key entrepreneurial insights and parting thoughts that will inspire you to be kinder to yourself and make the most of your journey. Tune in for a heartfelt discussion that encourages you to embrace vulnerability and live life to the fullest. Just Say Matthew Sent You - In this episode of “50 Tastes Of Gray,” we offer a special bonus for our listeners. If you ever wanted to pick the brain of our guest, Richard, now is your chance! Just mention that you heard him on Matthew’s show, and you’ll get a free consulting session. Join us for an engaging conversation and take advantage of this exclusive opportunity to run your ideas by Richard. Tune in and become one of our bonus babies! Oh My! No Politics Allowed . In this episode of “50 Tastes Of Gray,” we discuss the importance of respecting leadership, regardless of political affiliation. We emphasize the value of loyalty to one’s team and the significant contributions of military veterans. We also touch on the negative impact of deliberate provocations and traps in social interactions. Apparently, according to my guest Richard Blank, I am Coolest Cat In Hawaii - Except For Don Ho. Quite a compliment! We share a delightful conversation filled with aloha spirit as Richard bids us adieu. We discuss the joy of podcasting, the art of bringing out the best in people, and pay tribute to the legendary Don Ho, a true Hall of Famer in Hawaii. In this episode of “50 Tastes Of Gray,” we wrap up with a heartfelt and enthusiastic farewell from our guest Richard Blank. He shares a lighthearted moment, praising Matthew’s humor with the phrase, “So Funny, Matthew’s My Boy!” Join us for a delightful episode filled with laughter and camaraderie. Mastering Fluency: The Journey Of A Language Learner is a journey to mastering fluency. We discuss the challenges of having an accent and how it can make you stand out, but also highlight the strengths of their grammar, vocabulary, and expressiveness. The conversation emphasizes that learning a second language requires discipline and structure, but it is also a valuable gift that can be enjoyed anywhere without the need for technology. Tune in to hear about the commitment and rewards of becoming fluent in a new language. Meeting My Heroes: Fueling My Passion For Success shows Richard Blank sharing the exhilarating experience of meeting his heroes and receiving their validation. He reflects on how hearing “you got something, kid” from industry icons serves as a powerful checkpoint, far more impactful than praise from family and friends. This recognition fuels his passion and determination to keep pushing forward, proving that the market sees his potential. Tune in to hear how meeting his heroes has motivated Richard to go the extra mile in his journey to success. Grateful Reflections: The Power Of True Friendship is heartfelt. Richard Blank reflects on the power of true friendship and the importance of gratitude. He shares how the unwavering support, confidence, and love from his friends have shaped his journey. Despite his success, returning home reminds him that he is still the same person his friends knew back in 1987. The bonds formed through shared experiences, laughter, and tears have created a beautiful story of growth and loyalty. Tune in to hear his touching tribute to the friends who have always been there for him. Winter Wonderland Getaway: Rockies vs Alps Adventure is where I, Matthew Gray, ask Richard where he'd like to travel. He replied with something quite different than Costa Rica where he's living. He reminisces about his ideal winter getaway, contrasting the Rockies and the Alps and describes the charm of a mountain village during wintertime, with the comforting smell of wood burning in fireplaces, warm stores filled with the scent of cinnamon, and the joy of sledding and ice skating. The conversation explores the allure of both the Rockies and the Alps, ultimately leaning towards the Rockies due to personal connections. Tune in to experience the magic of a winter wonderland adventure and the nostalgic memories it brings. Be Home By Six... See Ya! is a short clip reflecting on how technology and social media have changed childhood nurturing. We discuss the importance of balancing screen time with real-life experiences and the value of those precious moments spent outdoors and with family. Join us as we reminisce about the good old days when being home by six for dinner was the norm. Why Live Interaction Beats Working from Home shows Matthew and his colleague Richard Blank exploring the significant impact of in-person collaboration on productivity. They highlight how working side-by-side, sharing high-fives, and fostering a team spirit can boost productivity by at least 20%. The conversation draws vivid comparisons between in-person and remote work, likening it to the difference between a movie and live theater or a microwave meal and a homemade dish. Tune in to discover why in-person collaboration is essential for getting the best out of your team. What if your voicemails actually made people want to call you back? In this Short, Matthew and Richard reveal a proven method for leaving voice messages that trigger curiosity and response. Learn the subtle psychology behind tone, timing, and delivery — and why even telemarketers could teach you something about charm. It’s fast, fun, and guaranteed to level up your phone game. Mastering a second language is more than just memorizing words — it's a journey of structure, discipline, and self-discovery. In this conversation, Richard Blank shares how accents can be both a challenge and a unique strength, and why fluency is a rewarding gift that needs no tech to enjoy. Tune in for insight, humor, and motivation for anyone nav 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, he shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank is the Chief Executive Officer for Costa Rica s Call Center since 2008. 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. 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/ #MatthewGray #50TastesOfGray #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest.#CostaRicaCallCenter #LifeReinvention #SalesLeadership #PinballCEO #TelemarketingMastery #PodcastEpisode

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Scale Tales From the Ground Up. The Business Infrastructure show Podcast Episode #213 Richard Blank Curing back office blues. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts. A few years after graduating from university, he accepted an offer to conduct training at a call center in Costa Rica. At 27 years old he decided to call Costa Rica home. That was over 20 years ago. And he never looked back. In this episode, Richard takes us on his journey as he leverages his advanced Spanish-speaking skills, business prowess, and emotional intelligence to build and scale Costa Rica s Call Center from a one-seat to a 300-seat operation. While his friends pursued careers in fields like law, medicine, and technology, Richard Blank went in a completely different direction language. In fact, his love of language and communications led him to study abroad for one semester in Spain. That experience changed the trajectory of his life. Discover how Richard used a cash-only approach to invest in the business infrastructure required to lay a foundation for sustainable growth, his tips for reducing attrition, and why he urges entrepreneurs to act their wage. Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. Following a Path Less Traveled Richard, surely there's more to your story than this. Let's try that again. That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Growth Through Cultural Exposure Backpacking around Europe opened a whole new world for Richard. He learned the valuable lessons of evaluating and focusing on what really matters in life, as well as not taking certain things, experiences or people for granted. And what I figured out then was that the things that we hold so dear in the United States really didn't make a difference overseas. We're really just looking at your essence. So it just opened my mind. that there are other places in the world where I could learn and be accepted. And I guess my main thing, and I'm very proud of this, is that when you're 21 years old in Europe, all you want to do is party and have a good time, which I did. But if a party began at eight o'clock, what I made sure to do before that time was to see as many museums and buildings and as much artwork and architecture as I could. So at least I could put in my time to grow and see these incredible historical artifacts that made our cultures, our Western civilization. And so that was the year that I read more books and didn't watch television and really mastered Spanish. And so that was probably the year that I grew the most. Introduction: Overcoming Challenges and Fears Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It s a big reason why my team operates remotely around the world. But it s not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I m your host, Alicia Butler-Pierre, and you re about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard's Pinball Collection and Its Role in Company Culture And you know what? It was true. As I looked at Richard, he was dressed impeccably. Not sure if you noticed it, but he mentioned playing pinball. Here's another interesting fun fact about Richard. He owns the largest collection of American pinball machines in Costa Rica. For him, providing a place where his team can have fun on the job is equally as important as them providing quality service. After all, all work and no play makes Jack a dull boy. These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Scaling a Business Without Loans: Richard's Journey And over the course of six years, I saved enough money to be able to purchase a three floor building that can house 300 agents. And so I did this without any sort of loans or partners or mortgages. because I don't like paying interest. The year is 2008. Richard lands his first client and eventually grows and scales Costa Rica's call center from one seat to 150 on up to 300 seats. I'm sure you're wondering how he achieved this kind of scale in just six years without seeking outside investments. Don't go anywhere because after the break, Richard will share the details of how he did it and how he sustains it. You started your business because you believed you could make a difference. But now you have more demand than you can keep up with, and if you don't get your operations in order soon, you could lose everything you've worked so hard to build. The chaos is causing angry customers, bad reviews, failed audits, and more. Starting Small: Richard's Strategy of Buying Used We're back, and before the break, we learned about the humble beginnings of Costa Rica's call center and how Richard Blank, as founder and CEO, scaled his operations without outside investments. But how? Well, one thing he did in the beginning was buying used. That is, he strategically purchased either brand new or gently used furniture and computers from other call centers that were going out of business. Here's Richard. The Path to Success: Humility and Dedication I think the greatest thing you can do in the beginning is to be very humble, appreciative. And if you, it's like the game of life. You need to start out in the tent and then you end up in the, in the mansion, but you go through your certain stages. And as long as you can keep pace where you act your wage and and you do it accordingly, you're going to be exceptionally successful. And most people love to hear about the story. They could care less about where I am today. They really want to know about the struggle. And I guess, Alicia, my last parting bit of advice is dedicated practice. And so if anybody really wants to master their craft, they have to put in the time off the camera when your friends aren't around, when you're by yourself. And so if you can invest that sort of time in yourself, you'll be more than prepared when the time comes to shine. The Special Sauce of Pinball in the Workplace These are such amazing machines, and they're usually older than the agents. And you and I both know that when you play these games on the Internet, it's one thing. But when you are with the machine, especially pinball, You can really feel it. And so to give these agents that sort of gaming experience is just, and it's free play as well. I don't charge them. But it's just really one of those special sauce things that we do here at Costa Rica's call center, which my opinion, Alicia, reduces attrition. Destroying Call Center Stereotypes and Appreciating the Craft But I'd like to maybe destroy some of those stereotypes and misconceptions. A lot of people make a living doing customer support and making outbound and receiving calls for companies. It just so happens that a call center has a certain infrastructure in regards to IT support and the sort of equipment we have and the levels of supervision. Notice Richard said infrastructure. He's really talking about business infrastructure, the linking of an organization's people, processes, and tools, which includes the equipment he's referring to for sustainable and profitable growth. And so what I saw walking in here was an environment where English second language agents were conversing on the calls, were converting calls and getting positive escalations, getting amazing feedback. Today, since everything is now omnichannel non-voice support, where all we're doing is chatting and texting, I still saw the art of speech. I thought it was beautiful. Dreams, Languages, and Family Heritage: Choosing a Unique Path That's why you do the best interviews, Alicia. Thank you so much. How about this? When I was in high school and I graduated, most of my friends were going to Ivy League and studying law, medicine, engineering, and architecture. I myself decided to double down on languages. It was my favorite class. And at the University of Arizona, once again, being a communication major, I was able to focus on public speaking rhetoric and nonverbal communication. And so that was very important for me. Sometimes I kind of felt like a dreamer. and i was almost doing this alone but since my great-grandparents came from europe from romania russia germany and Poland, they came at the turn of the century. And so when they came to the United States in the early 20th century, and they learned English and were entrepreneurs, it was pretty much my strongest argument to my parents on what I was trying to do. Our family were nomads, we were risk takers. And for me, all I know is that I wanted some sort of adventure. And I know that by learning a second language, it would open many doors for me. And so my natural progression pretty much got me to where I am today. Setting the Stage: Confronting Fears to Start a Global Business Have you ever wondered what it would be like to live or work in another country? Be honest. I know I have. It's a big reason why my team operates remotely around the world. But it's not the same as living in those countries. How do you get over the mental hurdles to try something different in your business when everyone is telling you, no, no? This is the Business Infrastructure Podcast, the show where we offer strategies, tactics, and resources to cure back office blues and keep your business operating as good on the inside as it looks on the outside. I'm your host, Alicia Butler-Pierre, and you're about to hear from someone who set his fears aside, listened to his inner voice, and proved all the naysayers wrong when he started a business in another country. This episode is brought to you by Equilibria Incorporated, the company behind this podcast where we design scale-ready business infrastructure for fast-growing small businesses. Richard Blank is the founder and CEO of Costa Rica's Call Center. His journey to the successful entrepreneur he is today spans across three continents and is filled with introspection and sprinkled with lots of common sense along the way. Stay tuned as he takes us along for an interesting ride. This is episode 213, From the Ground Up, How Richard Blank Built Costa Rica's Call Center. Trusting Intuition: Taking the Leap to Start a Life and Business Abroad And if you can get past your parents' guilt, you can live anywhere in the world. And so when that one in a million opportunity crossed my path, I decided to take it. Turns out it was a year after working with those importers of Corona that Richard's one in a million opportunity surfaced in Costa Rica. I literally had to make a decision to stay in the United States and continue working or to go down there for a couple of months. And I guess it was more of my intuition because there's a lot of naysayers out there, Alicia, and we've lost you. And they're the Negative Nancys and Debbie Downers. And these are usually the people that love you so much and they're trying to protect you. But their N-O means they don't K-N-O-W enough about my vision quest, my spiritual journey. And so my intuition said, Richie, go for it. I know that this is the right thing. You're not just dipping a toe. You've been studying Spanish your whole life. And I believe that you could do well. And if it didn't work out, I could have always come home after a couple months. But I also believe in positive reinforcement. And the fact that I did learn a second language, I was open-minded and embraced this new culture and traditions here. it really gave me this reinforcement to stay here. And I fell in love with the girl of my dreams and we got married and we started a life together here and started a business together here. So as much as it's different from my family's expectations in the United States and what all of my friends did, once again, I was being very true to myself, that 18 year old that decided to take that huge risk on myself. And not to be able to compare notes to my friends that were doing different things. But the one thing I do know is that my circle did support me. https://youtu.be/qw09sFl1DZU https://youtu.be/Gpq-w_WWdn8 https://youtu.be/Cf1PDpZu67M https://youtu.be/It9x2zUkxC8 https://youtu.be/TYSM3A8Wlx0 https://youtu.be/DG1TJ9JcS0k https://youtu.be/Kg_qKh-mqxU https://youtu.be/rBmgKSYfl7A https://youtu.be/yYqbU9t9wm8 https://youtu.be/7MS_otvgGT4 https://youtu.be/nHvXMgWDlBA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Alicia Butler Pierre, Scale Tales, 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 Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 20 years ago while working as an engineer in various chemical plants and oil refineries. She invented the Kasennu framework for business infrastructure and authored, Behind the Fa ade: How to Structure Company Operations for Sustainable Success. It is the world s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 60 countries. Equilibria, Inc. is an operations management firm specializing in business infrastructure for fast-growing organizations. Our mission is to provide access to tips, resources, and proven frameworks that revolutionize the way small businesses operate. We do that through original podcast episodes, blog posts, videos, presentations, workshops, and coaching sessions. The Business Infrastructure Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Richard s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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. #AliciaButlerPierre #ScaleTales #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #businessinfrastructureshow https://costaricascallcenter.com/en/outbound-bpo-campaigns/

Shepherd’s Pie is a timeless comfort food, and when made Australian-style, it brings hearty flavors and a rustic charm perfect for family dinners or chilly evenings. Unlike the traditional UK version, Aussie Shepherd’s Pie often comes with subtle twists, embracing local ingredients and a more laid-back cooking approach — perfect for home chefs of all levels. To begin, the base of the dish is made with high-quality lamb mince, though beef is also commonly used in many Aussie households. Sauté the mince with chopped onions, garlic, carrots, and peas in a bit of olive oil. For that authentic depth of flavor, add a splash of Worcestershire sauce, tomato paste, and a touch of Vegemite — a secret Aussie ingredient that enhances the savory umami taste. Let the meat mixture simmer until thick and rich. Meanwhile, prepare a creamy mashed potato topping using fresh potatoes, butter, a bit of cream or milk, and salt. For an Australian touch, you can also mix in a bit of grated cheese for added flavor and texture. Layer the meat mixture into a baking dish, spread the mashed potatoes on top, and use a fork to create light ridges. This not only gives it a rustic look but also helps the top brown beautifully. Bake until golden and bubbling. Classic Australian-style Shepherd’s Pie is a one-dish wonder — rich, satisfying, and full of nostalgic flavor. Whether you're cooking for your mates, your family, or just craving comfort food, this dish is sure to please. It’s the kind of meal that tastes even better the next day, making it a perfect choice for leftovers or meal prep. Enjoy this Aussie classic straight from the oven, served with a side of steamed veggies or a fresh garden salad.

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Be Peace Africa podcast. Nigerian Teacher Ronald Kiyimba special interview with Richard Blank. We promote peacebuilding efforts in Africa. We focus on enhancing peace within local communities and cultivating ethical behavior among children, youth, parents, faith-based institutions, schools, and stakeholders. Through local languages, we effectively communicate our message. Our goal is to promote peace at all levels and educate young people on good ethics and moral living. Through practical guidance and engaging discussions, we inspire positive change and empower the next generation as peace agents. Join us on this transformative journey as we explore various topics, feature insightful guests, and provide valuable insights on peacebuilding and moral development. Our content inspires, educates, and guides towards a more peaceful and ethical society. BePeace Africa's mission of peacebuilding in Africa is vital in a continent that continues to face various challenges. By embracing localized approaches, fostering collaborative partnerships, and taking a holistic view of peacebuilding, BePeace Africa is making a tangible difference in communities across Africa. Through its tireless efforts and commitment to empowering youth and women, BePeace Africa is paving the way for a more peaceful and prosperous future for Africa. https://youtu.be/Bd4KwKjr-9Y https://youtu.be/l3rRhagUO5g https://youtu.be/mk97PZd0Y1A https://youtu.be/MoCwYIhrsQs Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Ronald Kiyimba, BePeace Africa, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending

Be Peace Africa podcast. Nigerian Teacher Ronald Kiyimba special interview with Richard Blank. We promote peacebuilding efforts in Africa. We focus on enhancing peace within local communities and cultivating ethical behavior among children, youth, parents, faith-based institutions, schools, and stakeholders. Through local languages, we effectively communicate our message. Our goal is to promote peace at all levels and educate young people on good ethics and moral living. Through practical guidance and engaging discussions, we inspire positive change and empower the next generation as peace agents. Join us on this transformative journey as we explore various topics, feature insightful guests, and provide valuable insights on peacebuilding and moral development. Our content inspires, educates, and guides towards a more peaceful and ethical society. BePeace Africa's mission of peacebuilding in Africa is vital in a continent that continues to face various challenges. By embracing localized approaches, fostering collaborative partnerships, and taking a holistic view of peacebuilding, BePeace Africa is making a tangible difference in communities across Africa. Through its tireless efforts and commitment to empowering youth and women, BePeace Africa is paving the way for a more peaceful and prosperous future for Africa. https://youtu.be/Bd4KwKjr-9Y https://youtu.be/l3rRhagUO5g https://youtu.be/mk97PZd0Y1A https://youtu.be/MoCwYIhrsQs Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Ronald Kiyimba, BePeace Africa, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending

Be Peace Africa podcast. Nigerian Teacher Ronald Kiyimba special interview with Richard Blank. We promote peacebuilding efforts in Africa. We focus on enhancing peace within local communities and cultivating ethical behavior among children, youth, parents, faith-based institutions, schools, and stakeholders. Through local languages, we effectively communicate our message. Our goal is to promote peace at all levels and educate young people on good ethics and moral living. Through practical guidance and engaging discussions, we inspire positive change and empower the next generation as peace agents. Join us on this transformative journey as we explore various topics, feature insightful guests, and provide valuable insights on peacebuilding and moral development. Our content inspires, educates, and guides towards a more peaceful and ethical society. BePeace Africa's mission of peacebuilding in Africa is vital in a continent that continues to face various challenges. By embracing localized approaches, fostering collaborative partnerships, and taking a holistic view of peacebuilding, BePeace Africa is making a tangible difference in communities across Africa. Through its tireless efforts and commitment to empowering youth and women, BePeace Africa is paving the way for a more peaceful and prosperous future for Africa. https://youtu.be/Bd4KwKjr-9Y https://youtu.be/l3rRhagUO5g https://youtu.be/mk97PZd0Y1A https://youtu.be/MoCwYIhrsQs Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Ronald Kiyimba, BePeace Africa, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending

Be Peace Africa podcast. Nigerian Teacher Ronald Kiyimba special interview with Richard Blank. We promote peacebuilding efforts in Africa. We focus on enhancing peace within local communities and cultivating ethical behavior among children, youth, parents, faith-based institutions, schools, and stakeholders. Through local languages, we effectively communicate our message. Our goal is to promote peace at all levels and educate young people on good ethics and moral living. Through practical guidance and engaging discussions, we inspire positive change and empower the next generation as peace agents. Join us on this transformative journey as we explore various topics, feature insightful guests, and provide valuable insights on peacebuilding and moral development. Our content inspires, educates, and guides towards a more peaceful and ethical society. BePeace Africa's mission of peacebuilding in Africa is vital in a continent that continues to face various challenges. By embracing localized approaches, fostering collaborative partnerships, and taking a holistic view of peacebuilding, BePeace Africa is making a tangible difference in communities across Africa. Through its tireless efforts and commitment to empowering youth and women, BePeace Africa is paving the way for a more peaceful and prosperous future for Africa. https://youtu.be/Bd4KwKjr-9Y https://youtu.be/l3rRhagUO5g https://youtu.be/mk97PZd0Y1A https://youtu.be/MoCwYIhrsQs Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Ronald Kiyimba, BePeace Africa, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending

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

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

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

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

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

Our website: https://ArmyMen.com.ar Sarge Hawk and Bravo Company destroyed a portal at a real world dinner party while a seductive Blue spy watched from afar, admiring Sarge. After returning to the Plastic World, Grimm informs Sarge and Vikki about the anti-plastrification serum and the threat it represents to the Green Nation. Sarge and Vikki are sent to destroy a freighter train containing the serum and the portal the Tans use to transport it. They succeed, so Sarge and Vikki part ways, Sarge going to the Freezer while Vikki goes to the Graveyard. In the freezer, Sarge manages to destroy the serum hidden inside the soda cans, and Vikki, with Hoover's help, manages to get to Dr. Madd.'s, but instead of waiting for Sarge, she enters the Castle and ends up captured by Zombies. But Sarge eventually manages to rescue her and destroy the Serum inside the castle. Upon their return, Grimm informs the duo that they have found the location of the Tannenburg headquarters with the help of a female Blue spy, revealed to be Brigitte Bleu, who claims to be working with the Blue Resistance. The Green Army launches an assault on the Tan Headquarters and Tannenburg is captured. During the peace treaty, Plastro invades the base through a portal with his new army and captures Vikki. Seeing that the base is lost, Grimm and Sarge escape. They meet up with Bravo Company at a distant outpost and are sent to capture Tan's Dormitory Command... ----------------------------------- Sarge's Heroes 2 picks up after the first game. The leader of the Tan Nation, General Plastro, has been missing ever since he fought Sergeant Hawk. Sarge has been busy blowing up the portals connecting the reduced-scale Plastic World to the "other world" on the Real World scale, the world of humans. In addition to guarding the portals that allow the Army Men to teleport to the real world, Sarge wants to uncover the details behind Bleu's plan to revive Plastro, before the Tans can use it to their advantage. It's basically the same third-person shooter from the last Sarge's Heroes, which we game fans love. There are many traditional weapons to use such as sniper rifles, grenade launchers, bazookas, mortars and the like. The Sergeant and his friends go through places like a refrigerator or the kitchen table, while destroying small squads of Tan Army Men and achieving objectives ranging from protecting a teammate, rescuing someone or simple search and destroy. As each small squad of Tan Army Men is destroyed, you are rewarded with full health before heading out on the next group of enemies. The system works pretty well until you die and realize you have to start the whole level from the beginning. Some of the levels can take almost half an hour to complete (unless you're an expert making a speedrun), and the lack of save points in the middle of the level can get frustrating (unless, like most nowadays, you're using an emulator). There are also several cooperative levels where a fellow Bravo Company Commando team up with you for the mission. Often your own teammate will shoot you repeatedly, or put themselves in constant danger, making the level much more difficult than it should be because you have to protect them. The feel of the game is different, in general. Rather than try to adapt what exists on the other consoles (PS2 or N64) and pare it down for the limited Playstation hardware, like the original Sarge's Heroes did, the team on this port decided to put their own mark on a lot of things. The levels have been completely redesigned to be more compact, some weapons have been added, and more enemies have been added to the mix. Sarge's Heroes 2 for PlayStation 2 is by far one of the best looking Army Men games to date. This PlayStation 1 version is almost totally different, but although it is lower quality for the obvious reason of running on the PS1, the quality of the game, the models and the resolution of the textures have been greatly improved. The Army Men have a nice shiny look to them and there are some noteworthy effects like reflections and particles that are used quite liberally. The explotions also look particularly good. Even so, the repetitive enemies age the experience quickly and the not-so-powerful bosses fail to spice up the game. In general, the graphics in Sarge's Heroes 2 are the result of an old game engine on an old console, only with graphic improvements. Army Men: Sarge's Heroes 2 is some of the best the series has to offer. If you've enjoyed Army Men games in the past, Sarge's Heroes 2 is more of the same. The gameplay is a bit frustrating as always and there are a lot of bugs that haven't been fixed. But anyway, for those who haven't found previous iterations of the series disappointing, they won't change their minds with this latest installment. #ArmyMen #ArmyMenSargesHeroes2 #SargesHeroes2

Our website: https://ArmyMen.com.ar Sarge Hawk and Bravo Company destroyed a portal at a real world dinner party while a seductive Blue spy watched from afar, admiring Sarge. After returning to the Plastic World, Grimm informs Sarge and Vikki about the anti-plastrification serum and the threat it represents to the Green Nation. Sarge and Vikki are sent to destroy a freighter train containing the serum and the portal the Tans use to transport it. They succeed, so Sarge and Vikki part ways, Sarge going to the Freezer while Vikki goes to the Graveyard. In the freezer, Sarge manages to destroy the serum hidden inside the soda cans, and Vikki, with Hoover's help, manages to get to Dr. Madd.'s, but instead of waiting for Sarge, she enters the Castle and ends up captured by Zombies. But Sarge eventually manages to rescue her and destroy the Serum inside the castle. Upon their return, Grimm informs the duo that they have found the location of the Tannenburg headquarters with the help of a female Blue spy, revealed to be Brigitte Bleu, who claims to be working with the Blue Resistance. The Green Army launches an assault on the Tan Headquarters and Tannenburg is captured. During the peace treaty, Plastro invades the base through a portal with his new army and captures Vikki. Seeing that the base is lost, Grimm and Sarge escape. They meet up with Bravo Company at a distant outpost and are sent to capture Tan's Dormitory Command... ----------------------------------- Sarge's Heroes 2 picks up after the first game. The leader of the Tan Nation, General Plastro, has been missing ever since he fought Sergeant Hawk. Sarge has been busy blowing up the portals connecting the reduced-scale Plastic World to the "other world" on the Real World scale, the world of humans. In addition to guarding the portals that allow the Army Men to teleport to the real world, Sarge wants to uncover the details behind Bleu's plan to revive Plastro, before the Tans can use it to their advantage. It's basically the same third-person shooter from the last Sarge's Heroes, which we game fans love. There are many traditional weapons to use such as sniper rifles, grenade launchers, bazookas, mortars and the like. The Sergeant and his friends go through places like a refrigerator or the kitchen table, while destroying small squads of Tan Army Men and achieving objectives ranging from protecting a teammate, rescuing someone or simple search and destroy. As each small squad of Tan Army Men is destroyed, you are rewarded with full health before heading out on the next group of enemies. The system works pretty well until you die and realize you have to start the whole level from the beginning. Some of the levels can take almost half an hour to complete (unless you're an expert making a speedrun), and the lack of save points in the middle of the level can get frustrating (unless, like most nowadays, you're using an emulator). There are also several cooperative levels where a fellow Bravo Company Commando team up with you for the mission. Often your own teammate will shoot you repeatedly, or put themselves in constant danger, making the level much more difficult than it should be because you have to protect them. The feel of the game is different, in general. Rather than try to adapt what exists on the other consoles (PS2 or N64) and pare it down for the limited Playstation hardware, like the original Sarge's Heroes did, the team on this port decided to put their own mark on a lot of things. The levels have been completely redesigned to be more compact, some weapons have been added, and more enemies have been added to the mix. Sarge's Heroes 2 for PlayStation 2 is by far one of the best looking Army Men games to date. This PlayStation 1 version is almost totally different, but although it is lower quality for the obvious reason of running on the PS1, the quality of the game, the models and the resolution of the textures have been greatly improved. The Army Men have a nice shiny look to them and there are some noteworthy effects like reflections and particles that are used quite liberally. The explotions also look particularly good. Even so, the repetitive enemies age the experience quickly and the not-so-powerful bosses fail to spice up the game. In general, the graphics in Sarge's Heroes 2 are the result of an old game engine on an old console, only with graphic improvements. Army Men: Sarge's Heroes 2 is some of the best the series has to offer. If you've enjoyed Army Men games in the past, Sarge's Heroes 2 is more of the same. The gameplay is a bit frustrating as always and there are a lot of bugs that haven't been fixed. But anyway, for those who haven't found previous iterations of the series disappointing, they won't change their minds with this latest installment. #ArmyMen #ArmyMenSargesHeroes2 #SargesHeroes2

Sarge Hawk and Bravo Company destroyed a portal at a real world dinner party while a seductive Blue spy watched from afar, admiring Sarge. After returning to the Plastic World, Grimm informs Sarge and Vikki about the anti-plastrification serum and the threat it represents to the Green Nation. Sarge and Vikki are sent to destroy a freighter train containing the serum and the portal the Tans use to transport it. They succeed, so Sarge and Vikki part ways, Sarge going to the Freezer while Vikki goes to the Graveyard. In the freezer, Sarge manages to destroy the serum hidden inside the soda cans, and Vikki, with Hoover's help, manages to get to Dr. Madd, but instead of waiting for Sarge, she enters the Castle. Meanwhile, Sarge confronts one of the prisoners in the castle's dungeons... Sarge's Heroes 2 picks up after the first game. The leader of the Tan Nation, General Plastro, has been missing ever since he fought Sergeant Hawk. Sarge has been busy blowing up the portals connecting the reduced-scale Plastic World to the "other world" on the Real World scale, the world of humans. In this version of the game, that table seems to exist in a strange painting. This is the first difference I noticed about the Playstation 2 version & Nintendo 64: its strange effects. The backgrounds are blacked out, but the colors and shadows are high contrast giving everything a neon look. No matter what you're doing or what level you're at, these images of LSD are constantly appearing at you, making Army Men SH2 on PSX a slightly quirky experience unlike any other game, and even its other N64 and PS2 ports. This is made stranger by a soundtrack that seems to be lifted from the series' more upbeat remixes. In addition to guarding the portals that allow the Army Men to teleport to the real world, Sarge wants to uncover the details behind Bleu's plan to revive Plastro, before the Tans can use it to their advantage. It's basically the same third-person shooter from the last Sarge's Heroes, which we game fans love. There are many traditional weapons to use such as sniper rifles, grenade launchers, bazookas, mortars and the like. The Sergeant and his friends go through places like a refrigerator or the kitchen table, while destroying small squads of Tan Army Men and achieving objectives ranging from protecting a teammate, rescuing someone or simple search and destroy. As each small squad of Tan Army Men is destroyed, you are rewarded with full health before heading out on the next group of enemies. The system works pretty well until you die and realize you have to start the whole level from the beginning. Some of the levels can take almost half an hour to complete (unless you're an expert making a speedrun), and the lack of save points in the middle of the level can get frustrating (unless, like most nowadays, you're using an emulator). There are also several cooperative levels where a fellow Bravo Company Commando team up with you for the mission. Often your own teammate will shoot you repeatedly, or put themselves in constant danger, making the level much more difficult than it should be because you have to protect them. The feel of the game is different, in general. Rather than try to adapt what exists on the other consoles (PS2 or N64) and pare it down for the limited Playstation hardware, like the original Sarge's Heroes did, the team on this port decided to put their own mark on a lot of things. The levels have been completely redesigned to be more compact, some weapons have been added, and more enemies have been added to the mix. Sarge's Heroes 2 for PlayStation 2 is by far one of the best looking Army Men games to date. This PlayStation 1 version is almost totally different, but although it is lower quality for the obvious reason of running on the PS1, the quality of the game, the models and the resolution of the textures have been greatly improved. The Army Men have a nice shiny look to them and there are some noteworthy effects like reflections and particles that are used quite liberally. The explotions also look particularly good. Even so, the repetitive enemies age the experience quickly and the not-so-powerful bosses fail to spice up the game. In general, the graphics in Sarge's Heroes 2 are the result of an old game engine on an old console, only with graphic improvements. Army Men: Sarge's Heroes 2 is some of the best the series has to offer. If you've enjoyed Army Men games in the past, Sarge's Heroes 2 is more of the same. The gameplay is a bit frustrating as always and there are a lot of bugs that haven't been fixed. But anyway, for those who haven't found previous iterations of the series disappointing, they won't change their minds with this latest installment. #ArmyMen #ArmyMenSargesHeroes2 #SargesHeroes2

Discover the best foods and lifestyle changes to control Type 1 Diabetes naturally! In this Tamil health video, we explore how diet can help manage sugar levels, prevent sleep disorders, and improve overall diabetic health. Learn about expert-recommended diabetes meal plans, tips for better sleep, and how to balance your glucose levels without relying heavily on medication. இந்த வீடியோவில், சர்க்கரை நோயை உணவுகளின் மூலம் கட்டுப்படுத்தும் வழிமுறைகள் மற்றும் தூக்கமின்மை (Sleep Disorder) பிரச்சனையை எளிதாக சமாளிக்கும் நுட்பங்கள் பற்றி விவரமாக அறிந்து கொள்ளலாம். ✅ Video Topics Covered: Type 1 Diabetes diet plan in Tamil Foods to lower blood sugar naturally Sleep problems in diabetic patients Tamil health tips for diabetes control Daily meal plan for diabetic people 📌 Subscribe to our channel for more Tamil health tips and natural remedies for chronic diseases. 🩺 #DiabetesCare #TamilHealthTips #SleepDisorder #DiabetesDiet #Type1Diabetes #SugarControlFoods #NaturalRemedies #TamilMedicalVideos #HealthyLifestyle #சர்க்கரைநோய் #DiabetesMealPlan #SleepAndDiabetes

Overview of Jackie Edwards and His Music Jackie Edwards was a Jamaican singer-songwriter known for his contributions to the ska and reggae genres. He gained popularity in the 1960s and 1970s, with notable hits such as “Keep on Running,” which became a significant success in 1965. This song was later covered by various artists, including The Spencer Davis Group, further cementing its place in music history. Analysis of “Love & Affection” Medley Album In 1979, Jackie Edwards released a medley album featuring “Love & Affection,” which included background vocals from Kate Swadling. This album showcased Edwards’ ability to blend different musical styles and highlighted his vocal talents alongside Swadling’s contributions. However, despite its artistic merits, this album did not achieve the same level of commercial success as “Keep on Running.” Factors Influencing Commercial Success Market Trends: By 1979, the music landscape had shifted significantly since the mid-1960s. The rise of disco and punk rock altered listener preferences, leading to a decline in the popularity of traditional ska and reggae sounds that characterized much of Edwards’ earlier work. Competition: The late 1970s saw an influx of new artists and genres competing for radio play and chart positions. This increased competition made it more challenging for established artists like Edwards to maintain their previous levels of success. Promotion and Distribution: The marketing strategies employed for the medley album may not have been as robust or effective as those used for “Keep on Running.” A lack of promotional support can significantly impact an album’s visibility and sales. Cultural Shifts: The cultural context in which music is consumed also plays a crucial role in its success. By the time of the medley album’s release, listeners were gravitating towards more contemporary sounds that resonated with their experiences during that era. Audience Demographics: The audience that enjoyed “Keep on Running” may have aged or shifted their musical tastes by 1979, leading to a smaller core fan base for Edwards’ newer work compared to his earlier hits. Conclusion In summary, while Jackie Edwards’ medley album featuring Kate Swadling showcased his musical talent and creativity, it faced several challenges that contributed to its lesser commercial success compared to his iconic single “Keep on Running.” These challenges included changing market trends, increased competition from emerging genres, promotional shortcomings, cultural shifts in music consumption, and demographic changes among listeners.

Sarge Hawk and Colonel Happy Jack Grimm make a narrow escape by helicopter from the Tan attack on the Green base, but on the way the pilot spots a Blue tank in the middle of the nearest town, which is highly suspicious given the circumstances, and Hawk He decides to go investigate. Trying to follow him, Sarge finds himself in some kind of strange, illuminated cave or hole... Regarding the Commando group of the Bravo company, the "Sarge's Heroes", nothing is known about them, and it only remains to be hoped that they have escaped the attack unharmed... FMV Mod for Army Men: Sarge's Heroes in Sega Dreamcast, adding the video cutscenes. Sarge's Heroes is a third-person shooting video game developed and published by The 3DO Company for Nintendo 64 in North America on September 28, 1999 and April 14, 2000 in Europe. The player normally controls Sarge Hawk, a sergeant of the Green Army and fights against the evil General Plastro and the Tan Army. The story is the eternal racial war between the Greens and the Tas. This is 3DO's grand attempt to incorporate a recognizable brand into the Army Men franchise. Establish a main cast, updating the generic "Sarge" from the original series to a strongman Sarge Hawk, giving him a squad, a girlfriend and an officer at the helm. It is a very successful launch, despite the fact that Jim Cummings only gives the voice to each male character, resulting quite convincing. This game helped to bring the franchise further to the subseries Sarge's Heroes. Both armies are named after the usual colors of plastic toy army men. There are two player modes: Campaign and BootCamp, in addition to the Multiplayer mode. In multiplayer mode from 2 to 4 players, players choose their character, faction (color) and difficulty. The campaign of a player is the main mode of Sarge's Heroes. The player travels through various missions, completing objectives, killing enemies, destroying vehicles and rescuing plastic allies. The BootCamp is a training level where the player learns the controls. It consists of training areas for all weapons, an obstacle course and a "real fire track". Exclusive to the PS1 version of the game are the fully animated prerendered scenes, which the Nintendo 64 lacks, thanks to the limited space in the cartridges. Even the Dreamcast version, which is nothing more than an improved copy of the N64, stuck to the pantomime narration in the engine instead of the CGI-animated FMV films. On N64 you don't have to deal with the clumsy physics and poor collision detection of PS1, even though N64 it's not perfect, it's just much better. DC is not much different to N64, but something worse. It's positive that the lack of verticality of PS1 and PC is not present in N64 and DC, because it adds a whole new dimension to the missions. The N64 version was not optimal in terms of its controls, but it was not as bad as Playstation 1 and PC. Even though the Army Men games had already established a formula for their third-person shooting games with Army Men 3D, Sarge's Heroes deviates a lot, completely overhauling almost every aspect. The camera perspective, the detail, the movement, the animation; everything has been changed to allow for a faster and less deliberate pace. Sarge Hawk can also jump, which allows for a little climbing on platforms. Pero lo worst is the time it takes the camera that follows the player to adjust itself again, so that the view that we have ahead is not so disconcertingly vacillating. If the playability on N64 is the one that has been copied on the PS1 in a very poor way, there are many substantial differences. Sarge's Heroes on PlayStation 1 and PC are not horrible or anything, they are simply the worst versions of Sarge's Heroes to play, which makes the N64 probably the best (next to DC). Even if we ignore the graphic fidelity or the level of polish that suggests that PS1 and PC was a cheap and fast port job of N64, much of what did that the N64 and Dreamcast versions were notable was eliminated in the PS1 conversion. What you get on N64, the original version of the game, is a good, long and entertaining game, compared to something the boring PS1 and PC versions. There are some reasons why you might want to try the PS1: the inclusion of pre-rendered scenes, tanks, or maybe you just want to see the designs of different levels, which makes it a game that is almost totally different. But definitely N64 is the best version of the SH game. The worse: the Dreamcast version has a total absence of pilotable vehicles. Only the Playstation and PC version has some tanks. The Dreamcast version is the same than N64, only with better graphics, textures, character design and voice acting included, which is why Dreamcast is probably the best version (except that the FMV is missing here too). #ArmyMenSargesHeroes #ArmyMen #Dreamcast #SargesHeroes #SegaDreamcast

Sarge Hawk and Colonel Happy Jack Grimm make a narrow escape by helicopter from the Tan attack on the Green base, but on the way the pilot spots a Blue tank in the middle of the nearest town, which is highly suspicious given the circumstances, and Hawk He decides to go investigate. Regarding the Commando group of the Bravo company, the "Sarge's Heroes", nothing is known about them, and it only remains to be hoped that they have escaped the attack unharmed... FMV Mod for Army Men: Sarge's Heroes in Sega Dreamcast, adding the video cutscenes. Sarge's Heroes is a third-person shooting video game developed and published by The 3DO Company for Nintendo 64 in North America on September 28, 1999 and April 14, 2000 in Europe. The player normally controls Sarge Hawk, a sergeant of the Green Army and fights against the evil General Plastro and the Tan Army. The story is the eternal racial war between the Greens and the Tas. This is 3DO's grand attempt to incorporate a recognizable brand into the Army Men franchise. Establish a main cast, updating the generic "Sarge" from the original series to a strongman Sarge Hawk, giving him a squad, a girlfriend and an officer at the helm. It is a very successful launch, despite the fact that Jim Cummings only gives the voice to each male character, resulting quite convincing. This game helped to bring the franchise further to the subseries Sarge's Heroes. Both armies are named after the usual colors of plastic toy army men. There are two player modes: Campaign and BootCamp, in addition to the Multiplayer mode. In multiplayer mode from 2 to 4 players, players choose their character, faction (color) and difficulty. Then, the players select a map and fight among themselves until they reach the number of deaths needed to win the match. The campaign of a player is the main mode of Sarge's Heroes. The player travels through various missions, completing objectives, killing enemies, destroying vehicles and rescuing plastic allies. The BootCamp is a training level where the player learns the controls. It consists of training areas for all weapons, an obstacle course and a "real fire track". Exclusive to the PS1 version of the game are the fully animated prerendered scenes, which the Nintendo 64 lacks, thanks to the limited space in the cartridges. Even the Dreamcast version, which is nothing more than an improved copy of the N64, stuck to the pantomime narration in the engine instead of the CGI-animated FMV films. On N64 you don't have to deal with the clumsy physics and poor collision detection of PS1, even though N64 it's not perfect, it's just much better. DC is not much different to N64, but something worse. It's positive that the lack of verticality of PS1 and PC is not present in N64 and DC, because it adds a whole new dimension to the missions. The N64 version was not optimal in terms of its controls, but it was not as bad as Playstation 1 and PC. Even though the Army Men games had already established a formula for their third-person shooting games with Army Men 3D, Sarge's Heroes deviates a lot, completely overhauling almost every aspect. The camera perspective, the detail, the movement, the animation; everything has been changed to allow for a faster and less deliberate pace. Sarge Hawk can also jump, which allows for a little climbing on platforms. Pero lo worst is the time it takes the camera that follows the player to adjust itself again, so that the view that we have ahead is not so disconcertingly vacillating. If the playability on N64 is the one that has been copied on the PS1 in a very poor way, there are many substantial differences. Sarge's Heroes on PlayStation 1 and PC are not horrible or anything, they are simply the worst versions of Sarge's Heroes to play, which makes the N64 probably the best (next to DC). Even if we ignore the graphic fidelity or the level of polish that suggests that PS1 and PC was a cheap and fast port job of N64, much of what did that the N64 and Dreamcast versions were notable was eliminated in the PS1 conversion. What you get on N64, the original version of the game, is a good, long and entertaining game, compared to something the boring PS1 and PC versions. There are some reasons why you might want to try the PS1: the inclusion of pre-rendered scenes, tanks, or maybe you just want to see the designs of different levels, which makes it a game that is almost totally different. But definitely N64 is the best version of the SH game. The worse: the Dreamcast version has a total absence of pilotable vehicles. Only the Playstation and PC version has some tanks. The Dreamcast version is the same than N64, only with better graphics, textures, character design and voice acting included, which is why Dreamcast is probably the best version (except that the FMV is missing here too). #ArmyMenSargesHeroes #ArmyMen #Dreamcast #SargesHeroes #SegaDreamcast

A calm morning in a Green base of the Plastic World. Our protagonist, Sergeant Hawk, takes a nap... FMV Mod for Army Men: Sarge's Heroes in Sega Dreamcast, adding the video cutscenes. Sarge's Heroes is a third-person shooting video game developed and published by The 3DO Company for Nintendo 64 in North America on September 28, 1999 and April 14, 2000 in Europe. The player normally controls Sarge Hawk, a sergeant of the Green Army and fights against the evil General Plastro and the Tan Army. The story is the eternal racial war between the Greens and the Tas. This is 3DO's grand attempt to incorporate a recognizable brand into the Army Men franchise. Establish a main cast, updating the generic "Sarge" from the original series to a strongman Sarge Hawk, giving him a squad, a girlfriend and an officer at the helm. It is a very successful launch, despite the fact that Jim Cummings only gives the voice to each male character, resulting quite convincing. This game helped to bring the franchise further to the subseries Sarge's Heroes. Both armies are named after the usual colors of plastic toy army men. There are two player modes: Campaign and BootCamp, in addition to the Multiplayer mode. In multiplayer mode from 2 to 4 players, players choose their character, faction (color) and difficulty. Then, the players select a map and fight among themselves until they reach the number of deaths needed to win the match. The campaign of a player is the main mode of Sarge's Heroes. The player travels through various missions, completing objectives, killing enemies, destroying vehicles and rescuing plastic allies. The BootCamp is a training level where the player learns the controls. It consists of training areas for all weapons, an obstacle course and a "real fire track". Exclusive to the PS1 version of the game are the fully animated prerendered scenes, which the Nintendo 64 lacks, thanks to the limited space in the cartridges. Even the Dreamcast version, which is nothing more than an improved copy of the N64, stuck to the pantomime narration in the engine instead of the CGI-animated FMV films. On N64 you don't have to deal with the clumsy physics and poor collision detection of PS1, even though N64 it's not perfect, it's just much better. DC is not much different to N64, but something worse. It's positive that the lack of verticality of PS1 and PC is not present in N64 and DC, because it adds a whole new dimension to the missions. The N64 version was not optimal in terms of its controls, but it was not as bad as Playstation 1 and PC. Even though the Army Men games had already established a formula for their third-person shooting games with Army Men 3D, Sarge's Heroes deviates a lot, completely overhauling almost every aspect. The camera perspective, the detail, the movement, the animation; everything has been changed to allow for a faster and less deliberate pace. Sarge Hawk can also jump, which allows for a little climbing on platforms. But te worst is the time it takes the camera that follows the player to adjust itself again, so that the view that we have ahead is not so disconcertingly vacillating. If the playability on N64 is the one that has been copied on the PS1 in a very poor way, there are many substantial differences. Sarge's Heroes on PlayStation 1 and PC are not horrible or anything, they are simply the worst versions of Sarge's Heroes to play, which makes the N64 probably the best (next to DC). Even if we ignore the graphic fidelity or the level of polish that suggests that PS1 and PC was a cheap and fast port job of N64, much of what did that the N64 and Dreamcast versions were notable was eliminated in the PS1 conversion. What you get on N64, the original version of the game, is a good, long and entertaining game, compared to something the boring PS1 and PC versions. There are some reasons why you might want to try the PS1: the inclusion of pre-rendered scenes, tanks, or maybe you just want to see the designs of different levels, which makes it a game that is almost totally different. But definitely N64 is the best version of the SH game. The worse: the N64 version has a total absence of pilotable vehicles. Only the Playstation and PC version has some tanks. That's great, but the ones from Sarge's Heroes aren't particularly useful. So its exclusion on N64 is... insignificant. The Dreamcast version is the same than N64, only with better graphics, textures, character design and voice acting included, which is why Dreamcast is probably the best version (except that the FMV is missing here too). #ArmyMenSargesHeroes #ArmyMen #Dreamcast #SargesHeroes #SegaDreamcast

It's a beautiful and peaceful day on a Green World. Our protagonist, Sergeant Hawk, does his routine training in a Green base so as not to oxidize... Sarge's Heroes is a third-person shooting video game developed and published by The 3DO Company for Nintendo 64 in North America on September 28, 1999 and April 14, 2000 in Europe. The player normally controls Sarge Hawk, a sergeant of the Green Army and fights against the evil General Plastro and the Tan Army. The story is the eternal racial war between the Greens and the Tas. This is 3DO's grand attempt to incorporate a recognizable brand into the Army Men franchise. Establish a main cast, updating the generic "Sarge" from the original series to a strongman Sarge Hawk, giving him a squad, a girlfriend and an officer at the helm. It is a very successful launch, despite the fact that Jim Cummings only gives the voice to each male character, resulting quite convincing. This game helped to bring the franchise further to the subseries Sarge's Heroes. Both armies are named after the usual colors of plastic toy army men. There are two player modes: Campaign and BootCamp, in addition to the Multiplayer mode. In multiplayer mode from 2 to 4 players, players choose their character, faction (color) and difficulty. Then, the players select a map and fight among themselves until they reach the number of deaths needed to win the match. The campaign of a player is the main mode of Sarge's Heroes. The player travels through various missions, completing objectives, killing enemies, destroying vehicles and rescuing plastic allies. The BootCamp is a training level where the player learns the controls. It consists of training areas for all weapons, an obstacle course and a "real fire track". Exclusive to the PS1 version of the game are the fully animated prerendered scenes, which the Nintendo 64 lacks, thanks to the limited space in the cartridges. Even the Dreamcast version, which is nothing more than an improved copy of the N64, stuck to the pantomime narration in the engine instead of the CGI-animated FMV films. On N64 you don't have to deal with the clumsy physics and poor collision detection of PS1, even though N64 it's not perfect, it's just much better. DC is not much different to N64, but something worse. It's positive that the lack of verticality of PS1 and PC is not present in N64 and DC, because it adds a whole new dimension to the missions. The N64 version was not optimal in terms of its controls, but it was not as bad as Playstation 1 and PC. Even though the Army Men games had already established a formula for their third-person shooting games with Army Men 3D, Sarge's Heroes deviates a lot, completely overhauling almost every aspect. The camera perspective, the detail, the movement, the animation; everything has been changed to allow for a faster and less deliberate pace. Sarge Hawk can also jump, which allows for a little climbing on platforms. Pero lo worst is the time it takes the camera that follows the player to adjust itself again, so that the view that we have ahead is not so disconcertingly vacillating. If the playability on N64 is the one that has been copied on the PS1 in a very poor way, there are many substantial differences. Sarge's Heroes on PlayStation 1 and PC are not horrible or anything, they are simply the worst versions of Sarge's Heroes to play, which makes the N64 probably the best (next to DC). Even if we ignore the graphic fidelity or the level of polish that suggests that PS1 and PC was a cheap and fast port job of N64, much of what did that the N64 and Dreamcast versions were notable was eliminated in the PS1 conversion. What you get on N64, the original version of the game, is a good, long and entertaining game, compared to something the boring PS1 and PC versions. There are some reasons why you might want to try the PS1: the inclusion of pre-rendered scenes, tanks, or maybe you just want to see the designs of different levels, which makes it a game that is almost totally different. But definitely N64 is the best version of the SH game. The worse: the N64 version has a total absence of pilotable vehicles. Only the Playstation and PC version has some tanks. That's great, but the ones from Sarge's Heroes aren't particularly useful. So its exclusion on N64 is... insignificant. The Dreamcast version is the same than N64, only with better graphics, textures, character design and voice acting included, which is why Dreamcast is probably the best version (except that the FMV is missing here too). #ArmyMenSargesHeroes #ArmyMen #Dreamcast #SargesHeroes #Sega #SegaDreamcast

Explore Iconic Motorcycle Routes for Unforgettable Adventures Ready to take your motorcycle out for an unforgettable adventure in India? From the high-altitude roads of Leh-Ladakh to the chilled-out coastal vibes of Goa, India has some of the most iconic motorcycle routes you can imagine. But, before you hit the road, you’ve gotta be prepped with the right gear to handle whatever these routes throw at you. Let’s dive into the gear you’ll need for these iconic motorcycle rides and the challenges each one brings. First stop, Leh-Ladakh. If you’ve ever dreamt of riding in the Himalayas, this is the place. But trust me, this route’s not for the faint-hearted. Expect extreme weather, chilly winds, and high altitudes. You’ll need to pack all-weather jackets, thermal gloves, and sturdy boots to keep you warm when the temperatures drop. Don’t forget to bring along hydration packs – the altitude can mess with your energy levels, so staying hydrated is a must. If you love off-road vehicles and dirt bikes, this place is your dream, with rugged roads begging to be conquered. Then, we have Goa. Everything revolves around hot weather, humidity, and a periodic storm. Ideal for a more easygoing ride, yet requesting in its own specific manner. Lightweight cross section coats will keep you cool, while downpour covers and summer gloves will assist you with remaining dry when those unexpected showers appear suddenly. Goa’s got some of the best routes for riding, but make sure you’re ready for the humidity and sudden weather changes. For those who love the cold, Spiti Valley is your next stop. It’s freezing, remote, and often quite desolate, making it a true adventure. The freezing temperatures call for thermal touring gear to keep you comfy, and heated grips are a total lifesaver. The roads might get rough, so make sure you’ve got dual-sport boots that can take the heat. Whether you’re riding on dirt bikes or other off-road vehicles, Spiti is the ultimate challenge. And then there’s Rajasthan. Dust, heat, and more dust. This desert state brings its own set of challenges with the dry, hot conditions. Dust-resistant mesh jackets, UV protection, and ventilated gloves will help you survive the harsh sun and keep you comfortable while riding the wide-open roads. Rajasthan is ideal for those long, sun-soaked rides where the only thing in sight is endless sand. Whether you’re looking for an off-road thrill in Leh-Ladakh, chilling in Goa, or braving the cold of Spiti Valley, India’s got some of the best motorcycle routes. If you're into off-road vehicles or dirt bikes, these routes are calling your name. So gear up and make sure you’ve got the right equipment to handle all the challenges that come your way. At Bikegear.in, we’ve got the gear you need to tackle these iconic rides. From all-weather jackets to boots built for the toughest roads, we’ve got you covered. Order now and enjoy fast delivery anywhere in India. Need help? Hit us up at +91 9610311313 for riding gear or check out our website at www.bikegear.in for all your motorcycle essentials. Ride safe and ride hard! https://bikegear.in/

Find the Path of Freedom with The Rider’s Prayer When you're on the road, there’s a certain feeling that every rider can relate to—freedom. It’s the sense of connection with the wind, the sun, and the open road ahead. The Rider’s Prayer is a reminder of this journey, and how we can ride with light, grace, and freedom. Whether you’re riding through the scenic roads of India or tackling winding trails, this prayer serves as a guide to keep your ride safe and inspired. 1️⃣ Sunlit Paths: Let every journey be brightened by the sun. In India, where the days are long and warm, riding under the sun fills you with energy and a sense of adventure. Embrace the warmth and light as it guides your way forward. 2️⃣ Delicate rain: The downpour can at times be a test, but on the other hand it makes your way ahead. In India, where downpour showers revive the scene, riding through the rain brings a feeling of lucidity. The rain could dial you back, however it likewise wakes you up to the excellence of the journey. 3️⃣ Winds of Freedom: Feel the wind right in front of you, it's your sidekick through each ride. In India, where the winds are continuously transforming, you'll see the way they push you forward, providing you with that surge of opportunity as you explore through the roads and open country. 4️⃣ Angels at Every Turn: The Rider’s Prayer asks for guidance through every twist and turn. In India, with its busy roads and unexpected challenges, this prayer is a reminder that there’s always a guiding hand—whether it’s the safety of your riding gear or the awareness that comes with experience. 5️⃣ Eagle’s Vision: The street ahead consistently holds new levels to prevail. In India, whether you're riding through the mountains or across the fields, let your motorcycle provide you with the vision of a bird, taking off higher and pushing limits. 6️⃣ Moonlit Safety: Night rides can be similarly essentially as exciting as daytime ventures, and in India, the twilight streets give a feeling of harmony and security. There’s something about riding under the moonlight that makes every journey feel protected. The Rider’s Prayer is a reminder to embrace every part of your journey. Whether you’re riding across the busy streets of India or exploring its quiet corners, remember to ride with grace and freedom. Each twist in the road is an opportunity, and each moment spent on your motorcycle is a blessing. Ready to embrace the journey? Find the best riding gear and accessories to make every ride in India even more epic. Shop now for fast delivery across India, and experience the freedom of the road. For any questions, feel free to reach out at +91 9610311313 for riding gear or +91 9079555006 for spare parts. Order now at www.bikegear.in! https://bikegear.in/

Yes, lower blood pressure can sometimes cause erectile dysfunction (ED). While maintaining healthy blood pressure levels is essential for overall well-being, excessively low blood pressure, or hypotension, can restrict blood flow to various parts of the body, including the penis. Adequate blood circulation is crucial for achieving and maintaining an erection, as erections rely on proper blood vessel function. Hypotension can result from certain medications, dehydration, or underlying health conditions, and it may lead to difficulties in sustaining an erection. If you experience ED alongside symptoms of low blood pressure, consulting a healthcare provider is important to address the root cause and explore appropriate treatment options.

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.

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