Humor and Strategy in Telemarketing Calls.

ADRIENNE BARKER SPEAKS No Prep Needed guest CEO Richard Blank. An expert in the Business Process Outsourcing Industry. Our Mission. Business Essential Skills Education. Dedicated to empowering our clients with the skills, knowledge, and support they need to succeed in the global business world ADRIENNE BARKER SPEAKS, No Prep Needed is recorded in Daytona Beach, Florida, with superstar guests from all over the world. Adrienne offers a candid conversation with zero prep. We go live, and each conversation features an honest talk with real professionals. The entire show is REAL! We shine together, cry together, and offer the viewer conversations to help fuel your professional and personal life's success. Effective Communication Strategies for Business Success w/ Richard Blank Have you ever wondered what it takes to master the art of communication in the call center industry? Summary: In a captivating podcast episode, host Adrienne Barker sits down with Richard Blank, the CEO of Costa Rica's Call Center, to delve into the secrets of effective communication within the bustling world of call centers. Richard imparts his wisdom on creating personalized experiences, navigating cultural differences, and leaving a lasting impression on clients. Mr. Blank provides strategic advice on tailoring communication to resonate with diverse North American audiences and underscores the importance of thorough research before reaching out to potential clients. Furthermore, Richard tackles the issue of monotonous language in call centers, offering innovative solutions to foster dynamic and engaging interactions among team members. Key Takeaways: Personalized interactions are crucial for success in the call center industry. Understanding cultural nuances can lead to more effective communication. Making a memorable first impression is key to building lasting relationships. Adapting communication styles for different regions can improve client engagement. Conducting due diligence is essential before contacting prospects. Overcoming the challenge of repetitive language can invigorate workplace communication. Richard's insights have a significant impact on improving business interactions. A Creative Approach to Sales Calls I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. We're good. Thanks. Hang up. But if I said, Adrian Barker speaks. How are you today? You'd probably say, who's this? Gotcha. So your defense goes from a 10 to a two. And I'll take that eight and move it into a forward motion. So guess who wins the first round? Chuck Wepner versus Ali. I did. Why? I anchored. Why? You didn't hang up on me. Building Authentic Relationships in Customer Service The clients and the companies that do their due diligence have better relationships when they custom make voicemails and emails and updating information. It just doesn't have to be so plastic. And so distant and foreign and where they keep calling you ma'am and sir, you can have a beautiful relationship with somebody on the phone that can save the day. Especially like when I've called into AAA before, a lot of those individuals are trained to have extended empathy. Crafting unique phone interactions But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15-year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. And so when I leave a custom-made voicemail, make a custom-made email, or I try to anchor with this gatekeeper one, two, or three ways, if it's mystery shopping, if it's a due diligence, a callback, or just randomly throwing darts out there, you gotta hit the sizzle in the beginning of something they can relate with. They're just not gonna give that pass. These people kind of want you to be a little bit clever And so when I smile over the phone by saying the name of the company better than they do, I'm teaching them to stand up a little straighter. You sound terrible when you're answering the phone. Please let you know, have some pizzazz. Energized Introduction and Personal Journey You're so handsome. Oh my God, everyone. Okay, so here we are again. I think this is the sixth interview today, Richard. And I'm just so energized. I think I could go. I think I could do 100 live-a-thons and not have a problem. Okay, so I haven't met Richard. No prep needed. But I will tell you, I've seen his face and he looks exactly the same. What a good looking guy. I can't wait. So Richard, you got to introduce yourself. Tell us who you are. What are you doing? And I'm so glad to have you today. You look beautiful. You look beautiful. I have to say that you are a beautiful human being. so thank you so much i'm so happy to be with you and your amazing audience my name is richard blank i'm the proud ceo costa rica's call center i'm a long shot from northeast philly that actually followed his dreams got past parents guilt married the girl of my dreams and here we are today so it's a great story of twists and turns oh you married a costa rican woman I did. I married a tropical girl. I'm jealous. Sorry, but there's some beautiful, beautiful. I love that. So you're living your dream. So the call center. So you live in the dream in Costa Rica, but tell us about the call center. Well, it's a dedicated center and it's bilingual and we work with sales and customer support and back office support and non-voice support. I believe today most people are frustrated with omni-channel non-voice where they fill out forms or do chats and emails. You and I might press zero. We want to speak with somebody to retain our account, upsell maybe, possibly get a referral and At the end of the day, if they're dropping the ball, maybe we could tell them what to do and call the balls in the strikes so they can keep our business and not lose it. And so it's a very delicate relationship that you have to build a business. But there's so many amazing people out there that earn a living making and receiving phone calls. So hats off to those amazing warriors. Humor and Strategy in Telemarketing Calls What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you. Let's use real estate for an example. When people were making FSBO or cancels and expired calls, I told them to do the address spike. Or if I was calling your podcast, I'd go, Adrian Barker Speaks, how are you today? I start off strong. I start off with a company or a name spike. Why? I'm using anonymity. It could snap you, my friend, out of that trance of all those telemarketers. And then just in that three seconds, I'm not anonymous the whole call, that's shady. But for that three seconds, I gave you something you're familiar with. I said it better than you did. And then I get a chance to gauge a positive or a negative reaction. Instead of, as you said, do you have a minute? This is a sales call. You'd say, I'm busy. I'm not interested. Stop selling me. https://youtu.be/HFjBxDm5PKQ https://youtu.be/t5g0XeWzitg https://youtu.be/Kb_XiNxQNDE https://youtu.be/b18p4Cx0OUE https://youtu.be/lwl7e7-Vu7Y https://youtu.be/1zGpADZMLSE The Best in Education We are experienced and knowledgeable in business etiquette and protocol, and we offer personalized in-person education to help your employees handle themselves professionally during business events. Our training is designed to keep your employees comfortable and engaged, while equipping them with the skills they need to succeed. Our facilitation services for corporate retreats are a key ingredient in building a successful and engaged team. A retreat is not just a fun getaway; it is also a valuable business tool that allows your executive team to work together towards a common goal - success. 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Our personalized approach involves understanding your needs and goals, developing workshops and presentations that meet your specific requirements, and giving you the social skills necessary to thrive in the global marketplace. We prioritize not just the effectiveness of our training, but also its interactivity and entertainment value. We believe that learning should be enjoyable, and our style is filled with wit, charm, and humor. Our classes are engaging, entertaining, and effective in ensuring that you retain the information. With Professional Global Etiquette, you can confidently build the skills you and your team require to succeed in today's business world while enjoying the learning experience. The Global Advantage: Building Cultural Competence For Business Success "The Global Advantage: Building Cultural Competence for Business Success" offers practical strategies to help you compete in today's global economy. We provide comprehensive training in protocol and personal diplomacy, as well as practical advice on key areas such as negotiating, making a good first impression, and being aware of rank and status. Our training includes a pre-meeting action plan, guidance on business card protocol, business customs and terminology, electronic communications, forms of address, eye signals and eye contact, world-class handshakes, global communication styles, global conversation skills, making an effective entrance and mingling, project cultural awareness, gift giving protocol, and strategic do's and don'ts. At "The Global Advantage: Building Cultural Competence for Business Success," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to succeed in the international arena "Savvy Dining: Mastering the Art of Business Meals "Savvy Dining: Mastering the Art of Business Meals for Professional Success" is a dynamic one-day seminar that provides you with the ultimate business tool to help you succeed in a rapidly expanding global economy. This seminar offers practical tips and strategies to distinguish yourself from the competition in situations where business may be promoted or conducted. In this seminar, you will learn how to make a memorable entrance, work the room, and perfect your handshake - the ultimate greeting. You'll also learn effective mingling techniques, eye signals, and how to improve your dining proficiency. Our comprehensive training includes a four-course luncheon tutorial to help you master the art of dining etiquette. In addition to learning dining etiquette, you'll also gain insight into host and guest duties, silverware savvy, styles of eating, and the silent service code. At "Savvy Dining," we understand the importance of soft skills and leadership skills in today's business world. That's why we offer etiquette education and training to help you develop these important skills. With our training, you can be confident that you have the knowledge and skills needed to master the art of business meals and succeed in any professional setting. Don't miss this opportunity to improve your dining etiquette and enhance your professional success! The Difference is Adrienne I'm Adrienne Barker, a seasoned Business Consultant with over 35 years of experience in mentoring and coaching. My specialties include LinkedIn lead generation, International Protocol and Corporate Etiquette, and Business Soft Skills workshop development. I provide customized training on cross-cultural communication, business etiquette, diplomacy, and other professional skills tailored to the specific needs of my clients. Along with my consulting work, I am also actively involved in community initiatives as Co-Chair for SCORE and a member of the UCF Incubator Board in Daytona Beach. With a strong background in sales, marketing, and business development, I bring strategic thinking, effective communication skills, and the ability to build strong relationships with clients and partners. Whether it's through individual coaching or group workshops, I am committed to helping my clients develop the skills and knowledge they need to succeed in their careers and achieve their goals. With a passion for podcast production and community involvement, I strive to make a positive impact in the lives of those around me. 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Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, entered into the 2023 Hall of Fame for Business along side other famous alumni. Paying it forward to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #ADRIENNEBARKER#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #successfulquitterspodcast #Saranunezbee ADRIENNE BARKER, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer, Using the Buffer Boomerang Technique All I know is that I slowed you down, calmed you down, got you out of the trance, said something you were familiar with, the name spike. And then you'll say, who is this? That's when we use a buffer boomerang technique. Adrian, that's an excellent question. My name is Richard Blank. Name drop buffer. Let him know it's an excellent question. Repeat the question so you don't have to repeat it. I got you. And then I send it back to you positive. It's readjusting tones. I'm not going to tell you my company yet. You're going to have to ask me another question. What's the name of your company? Once again, what a beautiful tone you have. We're at a 2 now or at a 3. We're not at a 10 at D. So it's nice motions. And now we're, what, a minute and a half in? Obviously, I got your pass to pitch. Let's say your son answered the phone. I'm going to let you know how charming and nice and a gentleman your son was. Importance of Due Diligence in Sales Of course I do. But as I said before, this person has been trained for the average burger. There's nothing special about it. You, my friend, are gourmet. You don't need to angle in or ask. As I say before, you should have earned the pasta pitch. My suggestion, depending on the size of your list, do two minutes of due diligence. Look at a LinkedIn profile. Look at a website. Maybe you get lucky. They just celebrated their 15th year in business. Then you could say, hey, I just wanted to say congratulations on the 15 year anniversary. Or maybe there's a chance when you see the directory whom will be answering that call. So then you could say hi to Kathy. Nice, Kathy. And so you're asking me, how do I increase my metrics? And when someone's busy and I'm asking to speak with them, I do three or four marinated things prior to asking for time or commitments from people. I need people to lay down their swords and they need to not judge me on what happened with others that didn't show that sort of respect to that company. Navigating the High-Pressure World of Telemarketing What an amazing image. I can picture the supervisor with bad coffee breath named Billy screaming at you to read the script so Adrian doesn't hang up on you. Imagine the pressure that's going through. I mentioned 20, 30 second calls for 10 minutes. No one's giving you five minutes with you. No one's even giving you a minute. They need to earn that first 30 seconds they should possibly try to anchor with you.