re: Flipping the Script on Call Center Work with Richard Blank

When you think of call centers, you’re probably thinking of telemarketers and scammers, or maybe even thinking back to a time you had to call a customer service line and hung up the phone feeling frustrated. Wouldn’t it be nice if that story was different and you left those interactions with a smile on your face, feeling cared for and heard? Richard Blank is training his employees to be those call center workers — and they’re even doing it in two languages. In this episode, Richard and I are chatting about his love for the Spanish language growing up, how that led him down to Costa Rica, and how that eventually sparked his CEO journey owning a call center. Richard is such a kind, open soul, so it’s no wonder he brings that light to his employees and everyone around him. It’s a refreshing departure from what we normally expect out of call center experiences, and for that, we can thank Richard for humanizing a statistically dehumanized industry. Key Topics: 1. Gravitating towards groups of people as a kid 2. Guilt and expectations in younger life 3. Mastering levels to become grounded and meet your goals 4. Discovering a passion for speaking Spanish 5. The importance of delegation as an entrepreneur 6. Generational differences in interpersonal communication and work ethic 7. Training in order to educate and help employees make personal connections 8. What it’s like running a bilingual call center 9. The buffer-boomerang technique of connecting 10. Leaving ego at the door 11. Nurturing long-term, life-long friendships 12. Spirituality is about letting go