Dealing with Employee Burnout.

Crunching Growth podcast by Philip Masiello Telemarketing Mastery: Unlocking Growth with Richard Blank Crunching Your Growth is the brainchild of an experienced entrepreneur, Phil Masiello. With several books on digital marketing and brand building already published by Amazon and an impressive portfolio of direct-to-consumer food, fashion, beauty, and personal care brands under his belt - you know your journey starts with the right mentor. But it doesn't stop there! Phil has gathered seasoned entrepreneurs from around the country who open up about their near-death experiences as startups – all for educational entertainment! No more generic advice about startup success stories! Hear first-hand accounts from those who lived it - enjoy the funny moments and grasp how to succeed in business without going through everything yourself. Get insight on how to launch your dream product or company and how to avoid potential mistakes along the way. Take advantage of this fantastic opportunity to learn what starting a business looks like. S3 E1: 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. AI Cannot Replace Human Connection So I'm saying AI will never know that connection that you, unless they were there listening to the conversation transcribing, which they're probably doing over the phone anyway. But if they weren't there during that private conversation that you and I had, when either you hit the home run or you struck out and I was there, right? They think they're not going to match that. And, um, I believe today, and as I say, I hate the texting. I know it's convenient sometimes, but when I walk downstairs, I'm going to say two things of what COVID did. Number one, it saved my industry, but then everyone went home. So I'm a virtual call center majority of it now, which took away my essence of seeing people playing the games with them and having that synergy. So I'm happy, but then again, it really trans. Battling High Attrition in the Industry Number one is attrition rate. 300 percent in my industry, people just leave. They'll peace out. There's no two weeks notice. Hey, Phil. Yeah. What's up, Richie? Billy just quit. Got a job at Amazon. His girlfriend just worked there. But it happens. I think I said earlier, I'll never give them the walk of shame. I'll lose them on natural attrition. That's just a crazy thing in my industry because of the ramp up and investment in the people. But you always have reserves and you can kind of tell who may be a jumper or a mercenary or a cancer. Competing in Business: Ethics and Realism I can't compete offshore with India and the Philippines, they're half my rate. So this is my argument. Listen to me now. If it's inbound customer support with a set talk time and just going through the motions, I can't double the work. It's impossible for me to do twice the amount of calls. But if it's outbound prospecting for Phil and my soft skills, my environment and what these agents are able to do will offset that couple of dollars an hour because of merit. I can earn your business. We can do these sort of things. And so the responsible thing to do is to reject more business than you accept because I have to be realistic with people. I'm not going to overpromise and then make excuses. That's not cool. That's stealing money. Creating a Gamified and Friendly Workplace It's interesting you say that I can match them with technology and salaries. I'm an avid collector of vintage pinball machines. My oldest is a 1970 Bally's Camelot. And so I will have this happy medium of a gamification culture. Why? Recess is the best class. You make friends there. Letting off steam, recharge batteries, it's one less cigarette and get off that freaking phone. And so I've seen that you retain... because they make friends there. Or I'll tell you what, you're not really supposed to touch a boss, but I'm there playing pinball in the morning. People come by, hit me on the shoulder and go, what's up, jefe? How you doing, buddy? And so that's a great positive reinforcement for me that people are comfortable enough and see I'm cool enough. It's like the nun or the priest that shoots basketball hoops with their client. That's extra cool. And what makes me different? I'm accountable. Dealing with Employee Burnout But what are also challenges, the burnout, because yeah, you do get the FUs on the phone and, and, What I try to do is I have preventative measures and I hate the Jerry Maguire spin out of control because I have seen people that have been with me with perfect records, have the worst day of their life cursing on the floor, cursing at everyone, screaming and yelling, and have lost so much face they can't come back anymore as much as I'd give them a second chance. You pull them off the phone, you give them some coffee, you get them to calm down for a minute. And then all of a sudden they start crying because they're taking care of their parents or they can't afford a bill. And that hits because you and I are in this beautiful, comfortable bubble of a roof over our head, a hot meal, warm bed. people that love you and support you. https://youtu.be/Puv0ndupEqo https://youtu.be/ipGxNIzC4_M https://youtu.be/TFtvkM_a5xo https://youtu.be/qLYTlWRY8YA https://youtu.be/s7Y7T8H26t4 https://youtu.be/Ur4hf0mQuO8 Philip Masiello, Crunching Growth 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 About Philip Masiello Philip Masiello is one of the founders of CrunchGrowth Revenue Acceleration Agency, one of the fastest-growing marketing agencies in the nation. Mr. Masiello is renowned for his e-commerce and Amazon selling expertise. He is also well-known for his entrepreneurial talent, having launched five unique international brands since the age of 25. In addition, Phil is an investor in several interesting startups as varied as digital games, the circular recycling economy, real estate, and personal care products. In addition to providing capital, Phil uses his marketing expertise to help these startups to scale faster.Why Choose Me As Your Growth Coach? Philip Masiello is one of the founders of CrunchGrowth Revenue Acceleration Agency, one of the fastest-growing marketing agencies in the nation. Mr. Masiello is renowned for his e-commerce and Amazon selling expertise. He is also well-known for his entrepreneurial talent, having launched five unique international brands since the age of 25. In addition, Phil is an investor in several interesting startups as varied as digital games, the circular recycling economy, real estate, and personal care products. In addition to providing capital, Phil uses his marketing expertise to help these startups to scale faster. Introducing Philip Masiello: A Visionary Entrepreneur Making Waves in the Business World! Philip Masiello, author of the highly acclaimed books “Think-Engage-Thrive: Marketing Actions To Skyrocket Your Brand In The Digital Age” and “Think-Engage-Thrive: A guide to Amazon marketing,” is a force to be reckoned with in the business world. As the founder and CEO of Crunchgrowth Revenue Acceleration Agency, Masiello has a proven track record of success. With expertise in Ecommerce, mobile application marketing, and Amazon Seller marketing, he has pioneered disruptive business models since his early days as a startup entrepreneur. But that’s not all – Masiello’s entrepreneurial journey is filled with impressive milestones. He has successfully launched and managed ventures such as 800razors.com, Raw Beauty, Inc., Metro Marketing, and The Daily Market. Each endeavor marked by his ability to drive sales and deliver outstanding results. The Education and Leadership Behind Philip Masiello’s Success With an MBA in Finance and Marketing from the University of Maryland, Masiello is not just a hands-on practitioner but also an accomplished academic. He remains actively involved in entrepreneurial programs at his alma mater and serves as a trusted advisor and mentor to multiple incubators in the Baltimore/Washington area. Today, Masiello is making waves once again with Crunchgrowth Revenue Acceleration Agency. This innovative venture supports consumer product companies in maximizing their Ecommerce efforts, mobile application marketing, and Amazon Seller marketing. His exceptional leadership and proven success make him the go-to expert for achieving business goals. When it comes to fueling business growth, Philip Masiello is the name to know. Embrace his expertise and unlock your company’s true potential! hil Masiello is an innovative and dynamic senior leader with over 20 years of progressive experience in the e-commerce, marketing, and startup sectors. He founded CrunchGrowth, a seasoned entrepreneur known for his revolutionary impact on business strategy and e-commerce. Phil's entrepreneurial journey began at 27, enhanced by an MBA with a concentration in Marketing and Finance, which has been a fundamental cornerstone for his ventures. From a pioneering role in e-commerce for the meal industry with the founding of The Daily Market to transformative work as the co-founder of Raw Essentials Skin Care with Carol Alt, Phil has consistently showcased his strategic insight. Phil's expertise extends to brand strategy and digital marketing across various consumer product spaces, including food, fashion, beauty, and personal care. As a founder and CEO, he's crafted several disruptive business models at the intersection of emerging digital technologies and consumer lifestyles, with a sharp focus on lifestyle products. His adeptness at developing effective digital and social strategies and campaigns has significantly elevated brand recognition and drive top-line sales growth. His ventures, such as 800razors.com, highlight his creative and effective PR strategies, while his agency, CrunchGrowth, is celebrated for its innovative, cost-effective approaches to maximizing sales, particularly in the food and personal care sectors. Phil's commitment to multi-channel customer acquisition models has built brand awareness and driven sales at a rapid and cost-effective rate. As an expert business startup builder in the B2C channel, Phil is also heavily focused on the finances, sales, marketing, and operations of multi-platform brand development. Additionally, he shares his wealth of knowledge through "Crunching Your Growth" on E360tv, interviewing leading experts and inspiring a new generation of business leaders. Phil Masiello's specialties include e-commerce, entrepreneurship, business startups, brand development, digital marketing, social media marketing, brand messaging, social media, branding and identity, DRTV, television shopping channels, infomercials, retail, and consumer marketing. His story is a testament to transformative thinking and the power of adapting to the ever-evolving e-commerce landscape. Ready to start your own business? Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. 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/ #PhilipMasiello #CrunchingGrowthpodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow

Telemarketing's Timeless Skills You ask how someone can make 300 calls a day or walk 15 miles with a pack and fight in a war. But they got to have their rhythm. They got to have their zen. They got to have their mantra. And for me, I go old school chivalry. I give honor in it. I let them know this is a dying field and we're being replaced by computers. But there will always be that one individual, that will press zero and want to speak with us. And so I say, try to preserve that still, because one day you will be that unique speaker that looks up and talks, compares to look down and text. Living the Dream in Central America I live in Central America in tropical areas. I'm from Philly where it used to be cold and there was slush and they wouldn't cancel school that day. So why do you think I'm smiling every day? This is like Gilligan's Island. It's the best. I've been living here for 25 years and I married the girl of my dreams. As I say, I'm the long shot that it should have never happened. I couldn't believe it happened. I fell in love with a tropical exotic girl. Built a company. I didn't think I'm on your podcast smiling and motivational speaking. Paying it Forward with Scholarships I'm very fortunate to have this sort of leverage with my infrastructure and my time. and my mediums to do something constructive. And it's fun for me. And something that happened which is very important is I'm very loyal. And so when I graduated the proud Abington High School and I got college recommendation letters which pretty much got me into college, I pay it forward. So I have a second language scholarship that I do every year for a graduating senior. I'll pay for their freshman books. And why am I doing this? I have to because if these individuals did not believe in me when I was immature 18 with bad grades, I've never gotten into Arizona.