What makes you HAPPY podcast guest Richard Blank Costa Ricas Call Center

What makes you HAPPY podcast guest Richard Blank Costa Ricas Call Center

Jake Pearson: Welcome back to the podcast where we ask the question, What makes you happy? My name is Jake Pearson, and today we have with us the CEO of Costa Rica's call Center. Richard Blank, from Costa Rica, formerly living in Philadelphia. Richard, Richard Blank: how are you? I'm doing great, Jake. So happy to be here tonight, and I got a ton of things to share that make me very happy. Richard Blank: Beautiful. Jake Pearson: Well, let's get straight into it, Richard. What does make you happy? Richard Blank: A first is better weather. When I moved away from Philadelphia, I didn't have to worry about snow anymore. And secondly, I believe that living a true life will make you happy. Money and jewels and gold, they lose their luster. And if you have. Richard Blank: If you have balance and center and you can live a very fulfilled life, and I chose to be a linguist at the University of Arizona. I was a Spanish communication major and I tripled down on my own skills and moved to Costa Rica, 27 years old to work at a friend's call center. Eventually, I built my own. Richard Blank: Fell in love and married a Costa Rican, and here we are today. And putting business aside, Jake, it's really about once again following through on what makes you the most happy. You can earn a living so many different ways, and I decided to not live somebody else's life. But do my own. And naturally being a giver and not a receiver, I was able to teach English as a second language stability, balance, delivery, strategy, and diplomacy. Richard Blank: And since English is their second language, I increased their vocabulary with a the source. And I believe in beautiful speech because today a lot of people are just chatting and using emails. For me, I believe that the best relationships are built when people can communicate, so there's no miscommunications people can properly express. Richard Blank: Given luxury of time, they can take a step back, readjust themselves, be able to retain relationships, and maybe represent yourself in the best light. And so the older that I get, I cut fat, focus on the meat and realize my priorities in life. And a lot of them, I good friend, is spending time with family and those that you care. Richard Blank: Really about your health because if you don't feel good every day, you can't be happy. But I indulge. There are certain times that I really enjoy that I like to reward myself. I'm an avid collector of pinball machines and juke boxes. I love to drive in my convertible. That makes me exceptionally happy working out in the gym so I can get those sort of endorphins and feel good and you know, if I'm able to enjoy some amazing seafood and exotic fruit and some delicious drinks. Richard Blank: These are the sort of physiological things that make me exceptionally happy. The last thing that really makes me happy is a ton of money because if you don't have money and you're not happy, And that's not a real life. There's so many different things you can do in this world that can make you happy, and one of 'em right now is spending time with you and your amazing audience and sharing these ideas that if you can get past your parents guilt, if you can work through the naysayers and the grave believers and those that say you can't, if you can still be responsible financially and with your family, then by all means, I think you should take. Richard Blank: And I should think you should drink life and see where it could take you. And so for me, I'm really just trying to share with you that I've been very true and I can stand tall and look at myself in the mirror. And I believe that those are the sort of things, my friend, that make an exceptionally happy life. Jake Pearson: Beautifully said, and, and I do appreciate you sharing what makes you happy in your life. What would you. Say, Well, actually it's very interesting because what you said right there in that last few sentences probably ties into what you would say to our listeners and our audience with what they could do for their own happiness. Jake Pearson: Right? What would you say? Richard Blank: Oh, it's very easy. Fortune favors the brave. We've all read the stories. You need to leave a castle to slay a dragon, and if you get that dragon, then you can save a princess, and eventually you become. It's, it's this sort of circle that you have to have there. If you're sitting back and waiting for these things to arrive at your doorstep, it may. Richard Blank: But most of the time, no. You need to have some sort of incentive. You don't need to step on people's backs to get somewhere, but you need to have some sort of initiative. You can be bold and have some grit, especially in Australia. I love hearing those stories. You guys are very strong out there. You're very strong witted and, and, and you're survivalists, and I believe that you make the life that you want. [00:04:44] Richard Blank: If it's brick by brick, then it may take a while and things happen a little bit faster than so be it. But in your mind, you must prepare yourself for forced marches, whereas a dreamer, Jake, you might have to walk alone. You might have to be the only one that believes in your dream. And maybe it's almost like the philosophy of the candle in the darkness. Richard Blank: Focus on the light, just don't focus on the sweet stuff that's around you. Cause if you keep thinking about that, you get wrapped up in some sort of spider's web and then you won't be able to get out and uh, then it becomes too late. So I think the best thing that somebody should do is have patience. Richard Blank: Take deep breaths and meditate and ponder, and then you might be able to put your best Jake Pearson: mind. Beautifully said. I really, really enjoyed that insight there. Richard. Thank you so much for coming on the podcast to share all things that make you happy. We really appreciate it here, not just for me, but to speak on audiences. Jake Pearson: Behalf as well, and if you'd love to connect with Richard, you can do so just by going to the podcast episode description below, as usual, and clicking the few links there. Richard, it's been an absolute pleasure to have you on the podcast. Thank you so much. Thanks for listening to the podcast. We hope it gives you something to think about on your quest to discover what makes you happy. Jake Pearson: Makes sure to check out what makes you happy. podcast.com to connect with today's guest and follow us on all our social media platforms and to stay up to date at what's happening next at. You happy. Don't forget to share this episode with a friend, and we'll see you next time. What Makes You Happy Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding moving abroad and starting a company from scratch in Costa Rica. Jake Pearson discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. What Makes You Happy? Do you know the answer to that question? With 1440 minutes in the day, it's easy to spend time thinking about everything but your happiness.So why not take 5 minutes to remind yourself of all the happiness you have, when you hear me, Jake Pearson, ask the question to people all over the world? What Makes You Happy? A collection of short stories & interviews to help you cultivate happiness. Hosted by Jake Pearson. Access the collection to be happier! 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. 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. 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://youtu.be/WWadeNV-3mg https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://youtu.be/81dOqX0Ws3k https://youtu.be/DR2CT75cWLI https://youtu.be/S-4RosnWngc https://music.amazon.co.jp/podcasts/78a07447-0e30-49e6-b06e-084ae6ccba92/episodes/e126cc3d-b5dd-4573-a7b7-87efb1c7076d/what-makes-you-happy-what-makes-this-ceo-happy https://podcasts.apple.com/ph/podcast/what-makes-this-ceo-happy/id1624886080?i=1000583629716 https://open.spotify.com/episode/0WonEblGllUzcvn08CxA4S?si=4f52c631a89346c0

IGNI FERROQUE LIVE. El Club de Bella Escazu! October 15th 2022.

B2B tips on how to upsell on a telemarketing call. INspired INsider Podcast guest Richard Blank Costa Rica's Call Center

Richard Blank: In Chicago Dr. Jeremy Weisz: that, you know, there's, there's such an art and a science to this and you talk about upsells, right? How do you teach upsells when there is an art to it as well? Like what are some of the, the parameters or guidelines you give? Cause you have to give some type of guidelines. It went from Elvis to do to Beethoven, the, you know, but you probably gave them training and guidelines. Dr. Jeremy Weisz: What's your process for at least giving guidelines for the upsells? Richard Blank: It's composure, it's timing. I mean, I can't start mentioning dog movies before this individual started talking. All Elvis present. If her dog never bark, I would've never known. I could have heard something else in the background. Could have been anything, but as long as the agent is in the moment. Richard Blank: Because a lot of the times they'll be stressed because of the past, anxious of the future or thinking about lunch. And if I didn't hear that dog bark for two seconds out of a 15 minute phone call, I would've never sold those additional movies. And so almost like a boxer, you need to be focused 100%. When you were on that call, in between calls on your break and lunch zone out as much as you. Richard Blank: But you will be getting these sort of clues that are on these calls in regards of and, and in upsale sometimes is not even offering additional stuff. An up sale could also be retention because if I can keep you and get a referral that's an up sale cuz we're getting business out of that, or you'll be calling us back again to order a second time, I can consider that a client upsell in regards to fidelity and loyalty. Richard Blank: So as long as they use their common sense, Jeremy, if they have the sort of manners that we were raised with, with our parents and grandparents, our amazing grandparents, then what we can do is we can relate with individuals in a natural way, and we have a huge menu. And all we have to do, and we don't have the time to go over every movie, but as long as you're not hanging up and you're excited and we just keep talking, we can make suggestions and some of the best, as you wanna say, sales people are the ones that will let you know that it's not the right fit. Richard Blank: You play basketball. Not every shoe is perfect for you on the court. And so the greatest salesmen for sneakers will look at your size and the way that you play and make those sort of suggestions. And almost the takeaway is what adds to your credibility? Because you're not just throwing everything at the wall to see what fits. Richard Blank: When someone is not just a yes man, but can be almost a devil's advocate and explain why today or at this moment, this is not a perfect fit for you. That individual not only will come back in spades, but tell all their friends, Hey, I finally got someone that calls the balls in the strikes and will tell me if my tie is not straight. Richard Blank: So I've earned so much of my business by being forthright with my clients and as much as I'd like to earn their business, a lot of times by default, I'm not able to take the account because of one reason or another. But then again, when I am capable, we've established such trust before even working together that if any sort of complication or challenge comes. Richard Blank: It's nothing. We've already established that sort of working relationship where we can get through it together. And so upselling is not a forced fit, my friend. I'm not forcing a hand or telling you I only got two left and you got a minute to buy it. Uh, that's a one and a done. You'll have them one time. Richard Blank: But if we're talking about long term clients, these are the individuals that you need to walk with, not hit the ball and drag. Richard, Dr. Jeremy Weisz: I wanna be the first one to thank you. Everyone should check out Costa Rica's call center.com to learn more and more episodes of the podcast. And Richard, thank you so much. Richard Blank: Had the best time today. Thank you so much, Jeremy. What I've got you between my eyes. Walk the. Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life? Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement 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. 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. 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://youtu.be/mMWaMwU4nGc https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://www.inspiredinsider.com/richard-blank-interview/ https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/ https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center https://www.deezer.com/en/show/38477 https://podcastaddict.com/podcast/2939630 https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046

Secrets to getting the highest QA scores when working at a call center? INspired INsider Podcast guest Richard Blank Costa Rica's Call Center

Dr. Jeremy Weisz: Just as far as a quality over quantity, I mean the quality interactions over, yeah, we can go ahead and, and call a thousand people, but maybe we research, uh, and call 200 people and have a closer connection. It's more targeted. Richard Blank: I would prefer you do the thousand, but instead of doing 150 calls a day, I'd rather you do about a buck 20. Richard Blank: And so give about 30 seconds. Per person, so you don't have to reduce it that much because you need to have a certain sort of momentum. You need to have a certain sort of metric there to get a certain return. So maybe only doing 20% might not be good enough because you were working before, you know, at a hundred percent. Richard Blank: But I could reduce it to about an 85% and use that 15% as you were mentioning, to make it custom made. And that could potentially, Any sort of, you know, latency that you might have in regards to the phone calls. But, um, I also, I always believed in a quality phone call, and I don't want somebody, it's, it's almost like a painter when you're commissioned, compared to doing it on your own, you might have a different sort of way to create that work. Richard Blank: And so I just don't want somebody on the clock. I don't want them to go on the phone for five hours if it happens, you know, so be it. It'll be an amazing phone call, but they should never rush the middle or the ending of the call, or when they're getting a referral or if they're talking about a company's promotion, because that my friend is where I give the most points when I'm grading their calls. Richard Blank: Not that they go through the motions to see if they had that breakthrough with that individual. So when we're taking notes and putting in the system and have to call them back, they're gonna compliment us. On our note taking skills because they're so detailed and we've taken the time, unlike other people to remember certain facts about them, that when they take our offer into consideration, they realize how we work prior to any sort of context to talk about. Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life? Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement 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. 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. 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://youtu.be/qUPls0fWIMM https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://www.inspiredinsider.com/richard-blank-interview/ https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/ https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center https://www.deezer.com/en/show/38477 https://podcastaddict.com/podcast/2939630 https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046

How to make a custom made email template when prospecting new business? INspired INsider Podcast guest Richard Blank Costa Rica's Call Center

Dr. Jeremy Weisz: Will you, when you do the outbound uh, calls, will you also do emails and texts as well? Or is that, or the company handling those things and you're following up with the call? Richard Blank: It really all depends. Um, a lot of the times we're logging into their system, so something is automated or if they're not doing it, I would make a suggestion to do it, just to make sure it's not too labor intensive. Richard Blank: But then again, I just don't want them clicking an email template and just sending it to you, calling you, sir. I mean, that's, that's nothing special. You're probably not gonna look at it. It's like, almost like jump bail and you're gonna throw it away. And so if I could have some takeaways as I mentioned it, either on a phone call, a positive escalation, where if I didn't even speak with you, but I spoke with in your coworkers. Richard Blank: I could almost once again separate myself, and instead of doing half court, not even three point, now you and I are looking at foul shot percentages. I'll never give you a hundred percent slam dunk. I mean, nothing is a hundred percent. There's not even straight lines in nature. But what we can also do is just increase our percentages by doing things that are not too aggressive or misleading. Richard Blank: We're just, once again, trying to separate ourselves from others that are trying to earn your. Dr. Jeremy Weisz: From an inbound perspective, So that was the outbound from inbound perspective. Talk about some of the things that you do in the, in the movie and music space. Richard Blank: Well, this is a wonderful demographic. It's a 55 plus female, so they get like almost a, a, uh, phone book sides book of movies and music that they get to go through every year. Richard Blank: And this company's actually outta Chicago. They're an incredible company. We've had them for over a decade, and what's beautiful about this account is that these are existing clients and they already know. So we call, we, you know, once again, their contact information so we can get into their account. But when they're explaining the sort of movies that they like and the music, most of the agents here are so young that they've never seen a Humphrey Bogar movie before. Richard Blank: Or they don't know who John Wayne is, or even Elvis Presley's a loha special. And so the agents, little by little, when they'll go home at night, they'll YouTube some of this stuff and get to know it. So the agents that have been on this campaign for a long time will know these genres and the most beautiful thing. Richard Blank: And I will say this is how excited. The client gets when we can find their movie because then they, for a moment tell us on how that was the first date they went to with the drive-in with their husband X amount of years ago, where this is the music that they danced to at their wedding back in 1960, or this is what reminds them of Sunday afternoons with their grandmother watching that movie. Richard Blank: And I love. I find it fascinating because you're learning so much about these people and when we do have their information and what they're looking for in stock, you should really hear the reactions of them. Are the talk times longer? Of course they are because besides double checking prices and shipping information and, and what they ordered, I want them to explain the passion for each thing that they're purchas. Richard Blank: And do you remember Columbia House? It was like when you were ordering those CDs for a penny? As I say before, most people can order things online with Amazon and they could just click a button, but, but not these clients, they love to go through the book. They love to call us. They usually ask for the same individual that assisted them a couple months ago cuz they have that sort of relationship. Richard Blank: And the reason I believe that I grew so much was the ups. When we were on the phone with them, you might hear, as I mentioned in this, I have a funny story. They, they, they were ordering Elvis Pres. And we heard dogs barking in the background. So the agent mentioned the dog, and then this client loves dogs. Richard Blank: So we had this Beethoven special of like six movies that you could just include without the shipping. And we just told them about it and this, and this individual loved her grandchildren, loved dogs, and the Beethoven, you know, movie pack was perfect for her. And so how did Elvis Presley go to Beeth? Just as easy as anything else. Richard Blank: There's a thousand topics to talk about in regards to movies of music, and if somebody lived a life, we can make a suggestion. But the reason I was able to grow so much was because of that upsell that was done flawlessly and just without resistance and just making a mention. And the client realized that we had not only the active listening skills, but the assertiveness to make that sort of suggestion and to be able to convert that sort of sale. Richard Blank: They love this account and the attrition on this account is next to nothing. And some of my oldest supervisors that have been with me over a decade are managing this account. And so for me it it, it was really a gift to be able to work with this company for so long out of your amazing Chicago. Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life? Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement 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. 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. 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://youtu.be/Ypd-Ochx_Vc https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://www.inspiredinsider.com/richard-blank-interview/ https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/ https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center https://www.deezer.com/en/show/38477 https://podcastaddict.com/podcast/2939630 https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046

How to increase call conversion telemarketing metrics? INspired INsider Podcast guest Richard Blank Costa Rica's Call Center

Richard Blank: An incredible organization. I love Dr. Jeremy Weisz: the law firm example. Richard, I'd love for you to talk about, I know you do lead generation for, uh, industrial real estate, and I'd love for you to walk us through what that Richard Blank: looks like. It's changed a bunch because a lot of the times people are working from home or it's just going through and answering service. Richard Blank: Or just sending in emails. And so our call to contact ratio dropped considerably. And so what we're doing right now is, as I mentioned, spending a little more time on LinkedIn and company websites to custom make emails and voicemails for people. Now, as I mentioned before, our efforts are bringing a little bit less of a return because of the lack of contact ratio verbally, but I have seen this when people do custom make an email or leave an incredible voicemail. Richard Blank: For an example, if you sent me an email and mention my pinball machines, you'll get my attention. It's almost yours to lose. And so a lot of people have thanked us for taking the extra efforts to research their company or to compliment a promotion. And so what we had to do was just adjust accordingly in regards to that aspect after Covid. Dr. Jeremy Weisz: So it's kind of like, Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life? Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement 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. 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. 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://youtu.be/fxn3_dBfCXc https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://www.inspiredinsider.com/richard-blank-interview/ https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/ https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center https://www.deezer.com/en/show/38477 https://podcastaddict.com/podcast/2939630 https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046

How to score a pass to pitch on a telemarketing call? INspired INsider Podcast guest Richard Blank Costa Rica's Call Center

Dr. Jeremy Weisz: Richard, you mentioned from an outbound perspective, so there's different kind of parts to the call. So I'd love for you to break that down, especially the opening part. Cause if you, you know, you've mentioned before, if you don't get past that, it doesn't matter what you have planned Richard Blank: for the rest of the call. Richard Blank: That's a great point. Well, every conversation has an introduction of body and a conclusion. You can't land that intro. There is nobody in conclusion. Doctor. I also believe that every conversation and attention span is 30 seconds to two minutes. Okay? And so when we're touching base with somebody, there is a give and a take initially before that positive escalation for the assistant that's answering calls for your company. Richard Blank: What I love to do is a company name Spike. I'm not anonymous for the entire phone call, but the first thing that comes outta my mouth is the name of your company, how your company is doing. You know, before I even introduce myself, so I'll say better than somebody that answers the phone at your company. Richard Blank: And then from there, a lot of the times they'll be asking me questions. And what I have here is a certain technique, it's called the buffer boomerang technique. Hypothetically, Germany, if somebody is answering with a negative tone, there's a way to be able to buffer that negative tone. Do a name drop, let them know that's an Exxon question. Richard Blank: Repeat the question to show active. Listen. Then boomerang it back as a plus two. And so initially somebody could ask what my name is, and now I'd say, Jeremy, that's an Exxon question. My name is Richard Blank, as an example. And so what happens is you're able to show the active listening, readjust the tone of a call, but then in the middle of a call there is something that I like to consider. Richard Blank: Micro phonetic, micro expression reading, and what I have here, As an actual chart, it's very simple. You're focusing on phonetics, which is your tone, rate, pitch, and duration. Your tone should be the consistent variable of empathy and confidence. There's a mirror imaging technique, but I believe that should be done every 30 seconds to two minutes with your rate of speech and your pitch. Richard Blank: You're speaking level. Now. I need to match you with this. Because if you do a spike or a dip, that's usually when I ask a tie down or a pin down question if it makes sense or sounds good. And then also when people are on the phone and they're explaining their services. A lot of times they'll do desert pitching, Jeremy. Richard Blank: Well, they'll just talk without any sort of oasis for drinking and resting. And so what I like to do is to give my list pause in between each one, like a dessert tray to see if there's a reaction at the end. Say in a brazen way. I'm sure you'll like at least one, so I can break the sort of questions that I have. Richard Blank: And then sort of positive or negative reinforcement in these conversations. Once you see it, you can't unsee it. After three weeks, it becomes practice. I believe in a five to one name drop to pronoun, where in every sentence you're either saying R or your, and then usually use a name drop for the tie down question. Richard Blank: And then at the end you can also rake one last tongue by saying, Listen, since you have me on the phone today, Jeremy, are there any other additional questions that you have? Usually you might mention something else after I repeat the. I repeat information in military alphabet because instead of concluding the call, there's a very good chance we could be talking about how proud we are of the military and those that have served. Richard Blank: And then as I mentioned before, giving you a positive written escalation regards to those that are working with you. And so these are things that I believe won't compromise ethics, values and morals naturally. I'm skimming over this quickly, but there are certain things as expression reading. And since we're losing three of our senses over the phone, our taste, touch, and smell, the doctors and scientists say that your other senses should be expanded. Richard Blank: Besides your active listening. I believe in image streaming where they say that books are better than movies and there's no reason why your imagination, your adjectives and your descriptions could be incredible. It could be illuminating. It could really put some insight in where you're going on some of these phone calls. Richard Blank: And so as I mentioned before, as long as you become animated, engaged, and you are this individual's biggest fan, and you really take in the information and energy that they're giving with you, you'll find your job very fulfilling. It's because most people today see a telemarketing job as transitional or they look down upon it, but there is a ton of people that make and receive phone calls for every type of business. Richard Blank: And some of the greatest people that you could speak with in the world do show this empathy because I, I'll share an example with you. I have a law firm account here, and we have intake coordinators for, it's a disability and wrongful termination. And so what happens is, and you being a doctor as well, you might be meeting people when they're most vulnerable in having the worst day of their life. Richard Blank: And so if you are capable. Of having somebody calm down, find their focus and move forward with you. You could be one of the greatest individuals there when they needed you the most. And so a lot of my agents, instead of they can earn a living so many different ways, but if they can get this sort of fulfillment by knowing that success is built on a million thank yous and that they get all these positive written escalations to our company about how great they're doing. Richard Blank: They know that they are on the right path and that once again their karma's gonna kick it, and that if they do leave this company and I am the last boss that they ever have, they will be prepared to build an incredible organization. Inspired Insider Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dr. Jeremy Weisz discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. INspiredINsider.com Show features interviews with successful and inspirational entrepreneurs, authors, and visionary leaders.The interviews reveal deeply personal stories and explore the tough journey of Big Challenges or Big Mistakes that the inspirational leaders overcame to achieve success. Have You Ever Hit a Wall in Business or Life? Dr. Jeremy Weisz is the Founder of InspiredInsider.com & CEO of Rise25.com He has been featuring top entrepreneurs with video interviews since 2010 that include founders/CEO’s of P90X, Atari, Einstein Bagels, Mattel, the Orlando Magic, Rx Bars and many more on InspiredInsider. He was senior producer for 6 years at one of the early top business podcasts helping to put systems in place and to run some of the behind the scenes operations.He continues to run his own chiropractic & massage facility in downtown Chicago and is founder of a nutritional supplement 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. 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. 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://youtu.be/xMQ-mlL9ohA https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://www.inspiredinsider.com/richard-blank-interview/ https://www.iheart.com/podcast/263-inspired-insider-wi-29650573/episode/improving-your-customer-support-with-richard-99381742/ https://player.fm/series/inspired-insider-podcast/improving-your-customer-support-with-richard-blank-of-costa-ricas-call-center https://www.deezer.com/en/show/38477 https://podcastaddict.com/podcast/2939630 https://podcasts.apple.com/us/podcast/improving-your-customer-support-with-richard-blank/id729464589?i=1000569868046