My Worthless 2cents Table Talk podcast. Special guest Richard Blank of Costa Rica's Call Center.

Louisiana Country Boy: Oh, get ready, Get ready, Get ready. Here we go. Here we go. Here we go. Oh yeah. Answer me, boy. The Louisiana country coming internationally. Wait a minute, I'm gonna say more time. Coming at love internationally. Ooh, that's a big old word for the old country boy internationally. Look it here. Oh look here. Old country boy going tell y'all I I I'm just tick a pink over.

Here I am. Tickle pink. Um, y'all know I don't do no introduction, but look, I got my pipe pot. I am international. Not, That's right. That's right. I done did it. I done did just na nerve. But I'm going to shut up and I'm gonna tell y'all this. I have a fantastic gentleman on the show now. Uh, I ain't going, I ain't going. I am, I'm gonna pump him up. I'm gonna pop him up cause I, I got me a c e O I'm gonna say I got me a c o on the show tonight. Yes, I. Yes, I do. This man right here is the CEO of Say, Say. Yeah, y'all can Google it. You can Google if you want to say, say that's right, and he gonna tell you all about it, or whatever you want to tell you. Cause he is the special guest chef. Now Chef. Without further ado, am my new worry, Richard. Without further ado, as I always. Sit back, relax. Put on your head. Give oh Richard, ceo. Put something in their ear. Have you away my friend. Richard Blank: I, I am speechless. Donny, I've done almost close to a hundred podcasts. That is undoubtedly the greatest introduction I have ever heard. I thank you so much, sir. That was trumpets in a red carpet. . Louisiana Country Boy: Hey, I appreciate you. I appreciate you. You coming on. I appreciate you coming. I thank you so much for, uh, you know, the table and humbled to have you. It is, uh, it is indeed an honor and I'll say, Thank you. Thank you. Thank you, sir. Look old country boy. I'm gonna shut my mouth. I'm, you know, I'm all excited. Palms all sweaty. You know, it's like, it's like meeting the president. I'm but I'm gonna shut up and I'm gonna let you have your way. Sir. You know what? You introduce yourself, Uh, you, you are the. I'm gonna just sit here and be ready to eat. I was ready. I ain't ace nothing all day. I said Rich's gonna come cook tonight, so we going to eat what Rich is cooking tonight. . Richard Blank: Well, I really appreciate you extending that southern charm. And you know we have a northeast Philadelphia guy hanging out with a southern guy, so to see where this goes tonight. Louisiana Country Boy: All right, well just send me one of them on Phll chase types. I'll tell you, I lock them fine. Just Richard Blank: remember one thing my friend, You gotta put wiz on it. I don't like when people put or mozzarella . Louisiana Country Boy: That works. I can do that. But this is Richard Blank: great. We're old men, white beards, a lot of wisdom to share. Your audience. You know, it's very funny off the podcast as well, when we're off the air, we were just talking about such incredible things about our lives and our family. Yes. And we were sharing some intimate details just to get to know one another. But we have so much in common. We are on the same page. Our, our goal is just to elevate and uplift others by passing forward what was taught to us by our beautiful and incredible. And grandparents. And so I guess we're just gonna be passing along some of that wisdom with some fun stories Louisiana Country Boy: too. Hey, that, there it is there. You know what, Richard? I, I think that, and I said this and I share this with you, that that's one of the most important things, and I think we, we, a lot of us got away from it is, is about sharing that is about, you know, at some point people thought that the way that they was brought up was terrible, you know? And, and it was like, Oh, well I don't wanna talk. But you know, I, I look at it like this for my, my parents, my, you know, as we, I was coming up, they could only give me what they had to give. Um, they couldn't, they, you know, they couldn't teach me, you know, about how to, how to drive a, you know, a spaceship because they'd never driven one. That's right. But what they could do was give me the tools that they had for me to be a better person. And I think that if we mostly embraced that and start embracing it wasn't that they was bad. They gave us what they. And if each person somehow we just went like, Oh, I don't wanna talk about it. I don't wanna talk about it. But we wouldn't, I know I wouldn't for sure be where I am today if I, if they had to pull it into me. Richard Blank: That's wonderful. When your family believes in you and encourages you, now they won't let you run wild and get in too much trouble. But when they saw that you were gravitating towards something that was positive, if it was education, your. Your athletics, your friends, or what you have done with this amazing podcast. Naturally you get that sort of momentum and, and your family supports you on that. Even though they've never done it, they don't even know how to start it. But the fact that we are representing our families in the best light, I think it's a beautiful thing. Louisiana Country Boy: Yes, indeed. I, I totally agree with you. I totally agree with you. Well, look, you know, just shoot us about yourself, Richard. I mean, you know, I. They already know about me. I'm just old country boy, like, you know, hot oil cornbread and collar greens, but . But that's, that's just me. You know, I might, I might even meet a pig feeder two, but that's just, that's just me that, you know. But, you know, be, you know, like I said, it's your show. Look, it is just your show, what they call facilitator. I'm just a fci. Richard Blank: Actually, you and I are splitting this pizza tonight. Don't worry, I'm not taking that extra slice and I don't double dip either in double dip. But, um, no. My story, it's got some twists and turns. I didn't fall into the trap of pre-disposition opinions or someone setting a career for me when I graduated high. At Abington in 1991, I decided to double down on my favorite class, which was Spanish. I didn't go law medicine. I didn't go Ivy League. I was a, I was a dreamer. I was somebody that knew that I didn't want to be in a certain box without walls. If I had to do homework for the rest of my life, I wouldn't be on this podcast smiling. I'd be depressed. I , but. I decided to follow through on humanities and by speaking a second language opened so many doors. And when I was 27, my friend, I had an opportunity to move to Central America, to Costa Rica, north of Panama and south of Nicaragua was only supposed to come down for two months and work at a friend's call center just to teach English. Well, as I mentioned, if you can get past your parents' guild, you can live anywhere in the world. So I wanted to take this one in a million opportunity. That crossed my path. I could have always. Right. But when I came here, I was, I was speechless in regards to just first being in Central America Paradise, but when I was at my friend's call center, I was seeing these bilingual individuals that were on the phones and being creative in the artist's speech that it, I was enticed and, and I saw certain areas my friend, where I could give them their dignity. I could show empathy. And by working with the people, not starting as a C level executive, I was with once. , I was able to see what it was like. Right. And when I had the chance in my mid thirties with impulse control maturity and enough finances to throw my hat in the ring, I decided to go for it. And my wife and I started this business and you know, through just the stars being aligned and some grit and determination, I'm pretty much celebrating almost my 15th year in business. Wow. We feed over a hundred families. . And that to me is the greatest reward. Money always comes and trust me, golden jewels, they lose their luster. You look for other things in life Yes. To inspire you. And if you can give a lot of the times, it will come back three or four times and assist you. Louisiana Country Boy: That's most that's, that's so true. You know, and to, to leap out there and take that, that step of faith. Um, and you know what you. It's money can't buy money, can't buy the things that you're talking about as, as far as treating people with dignity, money can't buy that, that that's something you like Self with dignity. Right? And that's, that's something that, that, that's internal, you know, And, and I wish that more people would, could grasp that you, you know, your. That's what it says. You know, the first time that, that you and I talked and I told you, Look here, I could do an email all day, but I need to see the fussing face to face. And that's just me. Um, you know, there's so much that you can gain from just having a conversation with a person, just an open, honest conversation. It doesn't have to be about business, anything else, but it just has to be about knowing the person's character, what this person is. And, and Richard Blank: people need the self-reliance. Donnie, they need self-confidence. You, you say you wish more people were like this. They always had it in them, but one day you have to leave the castle to slay the dragon and save the princess. It's when are you going to begin, right? When are you going to, when are you gonna have a coming of age moment done that changes your trajectory of. . So everything after that just builds on that sort of positive momentum. And so you can't force it. You can't hit the ball and drag Johnny. Right. But maybe through your example or tapping in is what you and I have done to certain areas of interest. You could unlock that sort of potential. There's a lot of naysayers, my friend, people that will be great believers and tell you, you can't do it. I'm not telling you to be egocentric or selfish. Right. But it's better off to live your. Hmm. Than live a life Louisiana Country Boy: of others. Yes, yes, yes. You know, that's, uh, and it's so freeing for me, for me personally, it is so freeing to be able to just be who I am, you know? And I tell people, just be who you are. Be who you are. You know, I, I, I did old shit, Richard. I did a shirt. It. Just be who you are. Cause everybody else is already taking, You can't be nobody else they're already taking, you know, And if people would understand that and just be, cuz we're all, we all, I believe each and every one of us with a hundred percent of me has a, has a gift inside of that. And I'm not fitting try to get Rich's gift cuz that's not my gift. But I do have something that's mine and I think each and every person has that. And, and to be. For me again, if sometimes if we just humble ourselves and we just, we, we just kind of, I don't know, I, that's, you know, maybe some people call me crazy. I just believe in, in, in love, in everybody unconditional love. I, I believe in forgiveness. Mm-hmm. , you know, those things right there. Them two right there. Unconditional love and forgiveness. Man, look, here it goes. It goes, it goes, you know, And, and I don't do it because I'm looking for something to come back, right? Too many people say, Well I did this and, and, but they did. If if you looking and you're keeping a skull count, , you gonna lose the game. I'm telling you right now, you going to lose the game cause. What happens, and I have seen it push it. If you're looking for, If I'm looking for it to come, well, I did this for Richard. Richard ain't, but over here you got a hundred fold coming, but you ain't looking at that hundred fold. You still waiting on Richard. I'm gonna just sit here and wait for Richard. That's what I, And we miss it. We miss it. We just, Richard Blank: That's what I'm saying. And we were talking before, a lot of it are personal issues. Yes. That people may need to get through. Maybe they haven't met a best friend. Or a mentor or somebody like yourself that calls the balls and the strikes and will be forthright with somebody and tell 'em that they need to step up to the plate, order, stop overextending yourself and relax a little bit. It's people need to be a little bit more open. Yes. And to give that sort of feedback that they need. But you know, I, I, I think it's a wonderful thing that you're not looking for anything in return. Hopefully it's reciprocal, but it, it's amazing what a compliment would do to somebody. Or even as simple as opening a door for someone and allowing them to walk first. There's no pushing or shoving, and I like. , you know, ask for clarification with people instead of trying to ask them to repeat it or to give a certain opinion. It's better off today to use a little bit more diplomatic and strategic vocabulary because sometimes people can get offended. How about this? You said you wanted to see me face to face and I couldn't wait to meet you. A lot of the correspondence was via email, which was still as colorful as is is now . But a lot of this stuff could be misinterpreted. Right, Right. The tone, the the, the vocabulary. And so it's so important to keep communication skills open. Yes. And not just resort to texting and emailing because it, it really takes away from the relationship. And you, you're reaching thousands. So look at the sort of, uh, influence that you have. And so, um, I just hope people with that sort of responsibility that do have so many followers and people that listen to them, that they take that responsibly because it really can have an effect on people that watch Louisiana Country Boy: that material. Yes. Yes. And that's, you know, for me, like I say all the time, this is, I use this. This platform is just to be open and honest and transparent, and it, it has been a true blessing that when people have come, anybody that's come, I, I don't pressure anybody and, and be like, Oh, well this is what you gotta talk about. You know, I, I, I open it and that's why it's called table talk for me. Table. When you're sitting around the table, you're eating, that's where you're most comfortable. That's where you can just set and you can just have a conversation and you're open and you're honest and you're transparent. Cause you got a piece of chicken in your mouth and you're eating and, and you ain't worried about what? No, but, but that's where it is. And that's for me, That's, to get back to that. I wish that we all could get back to that. To that place where we are, we're not so confined where we're not so locked in to, to, I don't want to hear what you got to say cuz you don't say what I agree with. I never thought that it was wrong for me to listen to somebody just because I don't agree with it. Because, yeah, at a certain point we all think a certain way, but when you're open enough to be able to, I'm gonna just hear your side because guess what? Because I say at the end, Huh, I never thought of that because I was so locked into believing what I would wanted to believe that I didn't have an opportunity to open my mind to heal what others had to say. And I think a lot of people have t that way, and that's Richard Blank: unfortunate. It's impulse control. Either their ego is, is bruised. Or they're trying to shove in their point to make their point. If it's me and it's not a one and a done, but I'm gonna see you tomorrow, why don't you do all the talking? I'll just take the notes so I can calm down and then the next day I can come back to you with a level head and prioritize and, and ask for clarification or to add something, right? Or, or to take away something. And. It just doesn't have to be in the moment as they say, Let me sleep on it. Let me take a walk on it. If it's something that's emotional, you should take the time out till tomorrow. If it's fun, then all night long, just share ideas. But I, I miss and I remember about my childhood, the seventies and eighties when we didn't have the computer and we didn't have the cell phones, and a lot of the families didn't allow you to have a TV in the dining room. And so when we would have our family dinners with grandma and grandpa and the cousins and my. , Sure the kids could participate a little bit, but we're listening to everything. No one's distracted, no one's leaving the table, right? Long dinners, passing around the food, It's filling our bellies and, and just having very kind conversations. And most of them really were about passing along that wisdom. Yes. Or when my grandparents and parents were telling stories for us to learn lessons, Uh, I treasure those today. People are on their phones, on, on watching tv or just flat out not having these sort of family dinners. Right? And you're talking about eating, but it's also, you know, remember break fast, you're breaking the fast. So it's, it's almost your health, right? And you're sharing this spirituality with people by. Sharing food and breaking bread and, and at this call center, it's important for me to have pizza or popcorn or other sort of things where even if it's something small, the fact that you and I are sitting together and I hand it to you and, and we're having some popcorn together, that solidifies relationships. Yes. Why you toast the wine? I mean, these are, I believe in these sort of traditions. Some people take it lightly just for a. Imagine if it was the only one time you had a chance to have dinner with somebody. Not only did we treat them, but extra cheese, the drinks, desserts, and you realize when it's all said and done that you gave them the best dinner they ever had and the best company. And it's, it's such a pleasure to give that sort of gift and I enjoy that. I, I'd rather give food than money Louisiana Country Boy: That was good. Richard Blank: It was really good. There's no conversation. We're not even talking , Hey, but check it out in Costa Rica, this culture, I'm sure it's around your neighborhood when you're invited somewhere, usually they give you a big plate. A lot of times they're gonna give you a second plate and you can't turn that down. You have to be sometimes even a third plane. And so, um, I like being fed and I like serving as well. And it's just, um, It's so complimentary here because my mother-in-law, my swagger, all she wants to do is feed me . It's great, you know when you go to that house, you're Louisiana Country Boy: getting a great meal. , God love it. Louisiana Country Boy: If you don't, if you don't want to go in the deep, So I mean, actually, how was it, you know, making the transition? Was it, was it difficult for you? I mean, you know, I don't like to ask questions, but I don't know. I mean, was it, was it a difficult thing or did you go like, you know what, I feel comfortable with what I'm about to do. I'm about to make this step and this is, I'm led to do this and, and this is at peace. That's it. You were just at peace with your decision. Um, and never thought about turning. Richard Blank: I was taking it a day at a time. It was only supposed to last two months. So being here 22 years is really a godsend. But let, let's look at it a couple different ways logically. The first thing is I, I mastered Spanish before coming to Costa Rica, so that transition was very easy for me. I could James Bond it all day long. Yeah. Secondly, I knew that I was a guest in this country, so I wasn't the loud foreigner. I wasn't expecting certain things, and I had a lot of. Keeping an open-mindedness for a new culture and tradition. That made it easy for me because a lot of things that you hold dear in Louisiana and Philadelphia don't mean anything here, So you don't have that home court advantage. You need to show who you are and that essence and, and also, I wasn't looking for trouble. I wasn't licking my thumb and counting dollars on the side of the. Right. I wasn't being insulting to taxi drivers of the locals. I wasn't throwing trash on the ground or being rude. So there wasn't no sort of violence, right. Or any sort of aggression. Or, or pressure naturally I stand out. I'm a, you know, we call me a Blanco, I'm an extra arrow. I look like I'm from the United States, no matter how and, and I never really volunteer my Spanish initially, depending on the situation. Cuz I just wanna see the good faith, right? And I let them assume that I don't speak Spanish, so at least I use that to my advantage. You have to do certain things strategically, right? I don't keep the earbuds in. I'm looking around the street. I'm not paranoid. Uh, you know, I'm astute. I'm looking around. This is not a game. I'm 3000 miles away from you and my mother, and so I, I need to take this seriously. Right? And so I was really kinda like, if you're getting through the desert, I could look in the direction of where I was going, but if you're not looking at your feet, you could sprain an ankle. You're dead. And so I was really taking it a day at a time just to make sure I was getting positive reinforc. Acclimating Well, cost of living was good, so there wasn't pressure there earning very good money, and so my friend, a lot of things just kind of fell into place to make it easier. Now, I'm, I'm telling you the end result of it. Trust me, there are certain times where, you know, I needed to really use my resources here to make my life comfortable. There's certain things you can do. There are local people that will assist you cut a certain line if you know somebody or get things done quicker. You know, there's a lot of red tape here with the government. So if you have accountants and attorneys, your life can be a lot easier too, and I prefer that. And, um, but I, I guess I just didn't want the United States rat race. I could have done it, but I didn't want it. Right. And so at 27 years old, I put up the white flag and said, You can have. Let me just see if I could do something else, and fortunately, This paid off and I just didn't know. But that's what makes life exciting. That's it. Who wants to have things planned out like school or camp? You, you really wanna have a zig and a zza every now and again and a and a mix up because it keeps it exciting. And you and I were talking earlier, it's not really about what happens to you, it's how you react to what happens to you. And the more that even though things could. difficult. Mm-hmm. , when I can look back at it and realize that I handled myself in a certain way with good faith, yes, and with good intentions. My good friend, I can live with myself. And those are the sort of personal. Positive reinforcements that let me know that I was doing the right thing and to keep doing. It's not for everybody. And trust me, Costa Rica is gorgeous. I don't iberia, I'm not gonna stay there for 22 years. So, um, but it's nice. It's a good cocktail. Story to tell people and and a lot of my friends from Philadelphia, when they see me and they've done exceptionally well, they've all said, Richard, I wish I tried my own adventure. Not specifically mine, right? But all of them had something in them that they always want at least test or try before the kids, the career, the mortgage, the pressures, right? Just to take a bite outta life just to see what it tastes like. And for me, I guess it was being a little selfish. I just. . I was a romantic. I wanted to see what could happen in this beautiful hundred years that I have. Mm. And so that's why you see me so smiling. Right now. I have a luxury trade. I married the girl, my dreams, and I'm on a podcast with a Louisiana Country Boy: mine. You know? And you know, but I'll say it is wonderful. It is wonderful. And you did it. You, you walked out on again, I say that you, you know, you climbed. Uh, you didn't allow the things, whatever it may have been, whether it was this whole thing, you know, that's the worst one. This whole thing in between these old heels right here telling you don't, do you, You didn't listen to that. You know, You didn't go like, Okay, well this is the box. I gotta be in this box. You didn't and may I, I, I applaud that and that's what I tell, I say to anybody, That's what you should do. Um, no, they can't be a Richard and they can't be a Louisiana country worker. We already taken. Uh, but they can be who they are. And man, I applaud you for what you're doing and going there and, and, and staying and sticking with it. And, because I'm sure that old thing in between here again, say you need to come on back home now. You need to go on back many a times. But you said no. Mm-hmm. . Well, yes Richard Blank: and no. You kind of live it now. Prior to coming here, I. W besides the schooling, Imagine the sort of work I did with the Spanish outside of the classroom, with the movies and the reading and the writing and the, and the practice. So you wield your sword. You are prepared for this. Yes. And if you live it, then it's really just a natural progression. This was my destiny, my friend. It had to be done. Louisiana Country Boy: That is, that is, that is, You know, I, I'll say this, What you. And I tell everybody, this is what, what you should always do. You walked in purpose. On purpose. Mm-hmm. and, And people miss that. You know, some people know when you walk in purpose, on purpose, everything that's purposed for you, you get. You walk into your destiny, that's the only way you can walk into your destiny. You have to do it in purpose. On purpose. You, you ain't gonna trip into your destiny. You ain't gonna just back bow into it. No, no, no. It requires something from us. It requires what you did and you did it. I mean, you did it. Um, and, and again, like I say, man, I, I applaud you for it. I applaud you. I applaud you. For, for being able to just come here and, and, and, and share, like, you know, to tell the story about it. You know, this is not okay. Lemme say that. Look here, y'all, this man right here was not born in Costa Rica. Oh. I don't know. I don't know if y'all missed it. He was not born in Costa Rica. He took the steps before he went, He said he learned Spanish. Okay. He took the, Okay. That's, that's that thing, right? He took the steps. He was walking up, parked up here. I need to do something outside the box. This is what I'm gonna do if I want to go here, then this is what? See, when you got to Costa Rica, my opinion, I don't know, You had everything in your toolbox already that you needed to fix, whatever it was. Richard Blank: I wish you was shining brighter than I've ever done in my entire life since that first. And I never did tell a marketing before I got on the phone. Louisiana Country Boy: And what you just said is so true. You know, uh, for me, I said that, you know, the pandemic, I looked at a little bit different here. Mm-hmm. for me, I, I said that what happened was now the people that have been wearing the mask all the time, you can actually see the mask. Cause that's what people were doing. People have been wearing mask for so long. Um, faking it and shaking it here and there, and over here, and you can, you can't keep it up forever. You really. You, you really, really can't. Um, and I could just speak personally, you know, I, I, I, for years I was that person trying to live something. I don't know what that something was until I just, it, it, it came that, that point in life. It was like, no, just be who you are. Look, I know this. I don't know nothing else. There are people that's gonna like you, and there are people. And them ain't, I ain't gonna like it no matter what. And them is, they, they heal no matter what. And, and, and that's just how it is. You can't, for me, I'm not fitting to juggle over here and be like this over here today and, and be like this over here. If you see me next week, you going, I'm gonna be just like this him. There you go, Lord, him and it big mouth, can you shut him up? That, that's, that's just who I. I just embrace that and that's what I tell people. Just embrace who you are. Richard Blank: Um, well that helps you sleep well at night. Could you imagine that sort of conflict when you look in the mirror and you don't even recognize yourself anymore? Louisiana Country Boy: Hey, you know my old saying, right? Most people got their mirrors in their house covered up cause they don't want to see themselves. Save Richard Blank: I love looking at myself cause it's another day of me giving myself five and saying, Go Richie. Go look what you just did. What's tomorrow gonna bring my friend? What are you gonna do there? Hey, that's it. Hey. Okay Richie. I, I got now you got me Louisiana Country Boy: all. Cause look, when we get out sale, I'm gonna ask you for a job, Richard Blank: I'm be, I'm be, I'm be, I'm Louisiana Country Boy: gonna lump me some Spanish. Don't be over there after file. You gonna be like, We don't have to. No, you gonna have to go home. But look, can you, can you please if it's okay, Louisiana Country Boy: Can you please if it's okay, and again, just tell the people about the other side of Richard I, not the personal side, not the business side of Richard, the business side of Richard. I mean, I mean, you ain't got to now. You ain't got to you. You know, you tell me. I, Well, Richard Blank: it's my pleasure. I, you know, I'm a CEO of a, of a bilingual call center in Costa Rica. These agents here make outbound appointment setting and lead generation. They also take inbound customer support and non-voice support. We do not call you at dinner cuz if I do, you're never gonna, you're never gonna talk to me again. And we're very selective of the campaigns that come in here cuz this is a very strict Catholic country. I wanna make sure that the agents can go home and tell their parents what they do for a living. I prefer to bring in people that sometimes do not have call center experience because they could be bringing in bad habits or be a. I prefer somebody that is bilingual and has these skills where I can mold them. It's very easy to teach 'em a CRM and and phone system, but you know, if they're coachable, if as you say, they have the grit and desire, it's my pleasure to find ways to delegate in order to promote them. It's very important for me as well to give positive reinforcement to the. I do it through quality assurance. We listen to their recordings and I can grade them on certain metrics and I just don't grade on the simple stuff. You and I talk about bedside manner and certain soft skills diplomacy, since English is their second language. Donnie, I really focus on the FSOs so I can expand their vocabulary with similes. So instead of saying words like help, they'll use assist guide or lend a hand, Little things like that. And let's say we're even making outbound prospecting. A lot of people are concerned about gatekeepers and filters. To me, I think they're the greatest people. We like to do positive escalations. So where if I speak to somebody and then I get transferred to you, I will say verbally how amazing this individual was. And also do certain things in writing. If you get that at a call center, you can get money and prizes for it. That's how they get bonuses out. Wow. But if you call certain businesses, churches, schools, organizations, or even friends and family, And you mention others, you give the gift of a positive escalation. They're gonna be happy that you call back. They'll give you information on how to close a deal or a company culture, right? And so instead of just going in there and trying to sell Donnie a 1995 book, it's very important for us to build rapport, to do a little bit more due diligence on your LinkedIn profile, on your podcast episodes, or your website. So if I have to leave you a voice, or an email, I can custom make it. Mm. And that's only going to separate us from thousands of people that are knocking on your door trying to get sales. Now, not every time we make a call, we get a sale, right? But I increase our percentages by being on the phone longer, by asking more questions and knowing more people in your organization that I can refer to, that added momentum in my sales. So it's not like what you see in the movie. We're not the Wolf of Wall Street, Glen Gary, Glen Ross Boer, and there are a lot of call centers that do that. I could personally do that if I wanted to, but I once again have chosen a certain environment where the profiled agent is something that not only the client could be comfortable with, but the agent would feel comfortable making those calls. And so owning a company, if I try to force a fit, someone may not come back. They might. And you're only as good as the foundation that you have. That's it. And so it's, it's extremely important just to have that sort of sweet spot and balance for the client and for the agent. So it meshes in that it works because as I say before, if nobody shows up at your Chucky cheese birthday party, You have no friends, Yeah. I'm just not gonna break you. So as a business owner, I'm constantly looking for ways for you to master levels and to crack some codes and to get better. But I, I, I just can't, You let you become complacent and, and, um, Monotonous and, and board on the phone where you just go through the motions. That's, that's, as I say, you become plastic. Yes. Yes. And there's nothing that's, uh, raw about you anymore. And, and that's a shame when people get into that sort of trap. Louisiana Country Boy: Most definitely. You know, and what I, what I hear originally I'll say this, is that you're not building a, a company. You have built a culture. Mm-hmm. . Um, and that's, that's, you know, and that's a lot of people. It's, it's, that's how you can call it. , that, that's how people can say CC is home. It it because you built a culture. You, you, you. They're not just employees. They're not just people that work here. This is like a family and these are people that you know sometimes and, and I, you know, just doing what I do and learning that and, and working for others. Some places you can work and it's just a job. Some places you can be and it's, and it's a home because you feel. Not excluded. Not like, Oh, well this is just a person over there that just does this over here. But they are, you look at them and everything that you've said and just talking to you. These are, these are what we forget to call people, humans. I Richard Blank: take stuff further. You remember our favorite class in school was recess. I have a gamification culture here. I collect pinball machines and juke boxes and Oh wow. machines. I have a neutral environment, Donny, where people can go down and meet agents from other departments, let off steam recharge batteries. Hang out with me. Because if you're having a cigarette outside or on your phone on Instagram, you're by yourself. Right. But this is a very social environment and these games are older than they are . It's so important that they, That they have fun. Yes. And that there is a work life balance that's essential. Louisiana Country Boy: Yeah. And that's great. That's great. Cause you know, and, and I know, fortunately for me, that makes you want to get up and go because you're looking, you're excited to get there. Like, man, I can't wait to get there. Um, I hear so today and, and, you know, in so many different places how people just be like, uh, gotta go. Because it's, for me, when they say that, it's because of the culture. There hasn't been a, a, a positive culture. There's no positive. Feedback there. There's nothing positive and, and they're not a part of it. They're just an employee. When, when you change that whole scope around, oh man, you have you, you have done it, you, you have, you have put your hands on the crystal ball again. You have made people understand like, we are in this, this ain't just me. You know what you just said. There's not a lot of places that genuine. I can go with the CEO and, and you know, he's right there and we can have a conversation. And it's not like, Oh dad, you know, what is Richard Blank: work? Right? And a lot of the times, my friends, something outside of the office could be affecting their performance here. They're not robots, they're not expendable numbers as you were talking earlier where people aren't even known at an office. And so, um, I have to take that into consideration because sometimes people have moments. Yes, but my favorite is when they bring their family along, a wife or a husband or their mother or father. And I'll go downstairs and they have to pull me away cuz I'm gonna be telling them for 10 minutes how amazing their son is. And that's just a gift that keeps on giving. And I'm not just saying he's great. I'll give five examples cuz I care. Right? I know about phone calls. He makes a two year anniversary, what he did last week. I pay attention to these small things because they claim that I, that people don. , but you and I notice these little details Louisiana Country Boy: Yes. That, that make a difference. And that's, I'm telling you that is if, if, if, if there's any business owners out there that might not hear what we are talking about mm-hmm. , if you want to retain and grow, if you, I'm gonna say it again. If you want to retain and grow mm-hmm. , these are the things coming from O employee and coming from a ceo. Mm. These things right here. I'm telling you, you would have the happiest people there. They would break down the door just to come work for you what you know. And that, I think that that here is why so many people decided, you know, with, Oh, I'm not going back to work. Or when the pandemic thing, they didn't want to go back. They gonna go out and do they own thing because they felt so mistreated or they felt so de. They don't, they don't value me. I'm just, But when you, again, that's just me, You know? That's just my old family when, when it's like this and, and we are, and we can have a conversation and what you just said, those things, Well, I know anniversaries, I know birthday, I know these things and, and I can sit and talk to 'em and I can talk to their family. When you can do that, that means that, that you have said, this is. Well, Richard Blank: these are people as well. They don't need to sell their soul for a dollar. They have options. They don't need to go to an environment like that. But let's address something for a second here. I, I might create the greatest office environment ever, but there is a natural attrition that happens here. Amazon's in Costa Rica, hpn, Tele, Andor. There's a hundreds of call centers. Right. So I compete especially against the big boys. So Donnell will lose somebody from time to time for scheduling conflict. If they go to the university, their boyfriend or girlfriend may work there. It might be closer to their home, or sometimes it even pays more. There's different types of vocations here, right? But the one thing that they will not do, and you'll definitely appreciate this, they're not gonna say, Richard defaced me, insulted me, made me do the walk of shame. Yelled at me. No, no, no. That just doesn't happen. And I, I'm okay with that. As long as somebody is here and we can walk together and grow together, that's great. I, I sometimes get a two weeks notice. Sometimes they just piece out on me. The next thing you know, I gotta call my client with a solution, which is fine, because if you can work through minor. Issues with a client, they see how you act during tough times. Yes. And how it is during good times. And so that, that just solidifies the relationships with my clients. But I get disappointed from time to time. People I expected a little more from just disappear or they become a fading flower because this industry does, does create burnout. And in the United States, people look a certain way towards telemarketers and call center work. And for me, I was a gladia that not only survived it, but I thrived in this industry, in my own. So go figure, . I saw the art and the speech. Yes. I saw the vocabulary and the delivery and I thought it was incredible if people were able to have that sort of conversations and convert sales site on. , there is an art to it, and as long as you practice that craft, I mean the, the earnings are, are, your potential is just limitless. You could do very Louisiana Country Boy: well. Hey, that is, that, that is definitely, definitely amazing. You know, I I, and again, Richard, I, I applaud you. I, I keep applauding you for just your. Richard Blank: Your potential is just limitless. You could do very well. Louisiana Country Boy: Hey, that is, that, that is definitely, definitely amazing. You know, I I, and again, Richard, I, I applaud you. I, I keep applauding you for just your, your, again, your tenacity, but how you have and the culture. that you are creating have created. I mean, it ain't like you just started today over the years, and I know it was, I can just assume that it was something that you had to go in and slowly change or whatever it may have been. But you, you created this wonderful, wonderful, wonderful culture. Richard Blank: Um, did it slow and steady. I started off working out of my home and I was renting a turnkey. Wow. I'd like a, a glorified internet cafe, no privacy, open floor plan C by C. Did that for a couple years. I, I wanted to reduce my risk. I wanna add enough capital. Then I rented out a place where I could put 150 stations, which I did the furniture in the server room. So I made that large investment. And then after so many years, I had enough money to build this 300 seat center. So it's the tortoise, not the hair. If you don't have money for. , you don't pay for it. Right? Right. And so I went very, very conservative. I also did it for the wi uh, the acorns for the winter philosophy because Covid set me back. And in 2010, I had a small setback as well, but I had enough reserves to weather that storm. I was responsible for the job stability and the payroll. And I also wanted to make sure to, in that I could ensure endurance. Yes. So that I could, I, I could beat. . And so sometimes people overextend themselves and that's when they get into trouble, right? So as much as you wanna see it as fancy dancing now my friends, it's very . Louisiana Country Boy: Mm-hmm. . Slow and steady. Slow and steady. Well look rich, we are. Richard Blank: And my twin down in Costa Rica. . Louisiana Country Boy: That's right. I, But look, I want you to, uh, but lastly, lastly, what I'm gonna do is I am gonna shut up and if there's a, uh, a word, a message, um, that you, your last words that you want to leave, what the people will remember, Richard, by your last words, uh, have your way Richard Blank: fortune favors the. Mm-hmm. . That's it. Wow. And if you can get past your parents' guilt, you can live anywhere in the world. Louisiana Country Boy: Hey, there Richard Blank: it is. And our family's got strong guilt. Louisiana Country Boy: Yes, indeed. Yes indeed. Look, Richard, I thank you so very much. I thank you. I, I greatly appreciate you gracing the table. Um, you Richard Blank: southern gentleman. I had a great time hanging out with you too. . Louisiana Country Boy: Look, y'all go and as I say about all my guests and anybody that comes on, That took the time out to come to share, that took the time out to come to share openly, honestly, and transparent to share. Um, go follow him. Look, you can look this man up on Facebook, LinkedIn, uh, Twitter, uh, uh, all that stuff. I, I can't even name my, He's all over there. Y'all can go look him up, y'all. emailing, calling, whatever, get your plane ticket going on down the Costa Reef. So I'll be down there next week. Um, . But honestly, just, you know, it doesn't cost anything to, to share. It doesn't cost any anything to go and support people. It really doesn't. It doesn't. Um, he's doing wonderful things. He's doing wonderful things, and that's the thing about it. There are. They are doing wonderful things. It's an amazing man doing an amazing job in Costa Rica. Well, water Richard Blank: seeks at own level. That's how we found each other, right? Louisiana Country Boy: That's it. That's it. Um, you know, so just go follow support. Follow support of all my guests cuz they're doing one for. Richard, I thank you. I thank you so very much. Thank you, sir. I, I look forward to, uh, to hooking up later, know that there's always a spot right here at the table for you. Anytime you got another dish you want to cook, just be like, Look here. I've got another dish that wants to bring to the table. And I'll be like, Okay, let me clear the table. . Richard Blank: Maybe we'll do our second podcast when you're visiting me here as. Oh yeah, I like that. We gonna take the show on the road. I was just gonna say, , That's it. That Louisiana Country Boy: would be beautiful. That would be beautiful. Do it from right there. Mm. Richard Blank: I mean, the Brady Bunch went to Hawaii and you can come down here. Louisiana Country Boy: They show did it. Wait a minute. But then they had that little thing, Remember that little thing that they were looking for? And then, Then G got I, I can't remember. I'm going, You finna go? You're talking Richard Blank: about Oliver and the Tiki stuff? Yeah. Yes. Peter almost dies with the, with the, with the spider Greg. Surfing wrong with these people. Who the hell does that on vacation? Oh my God. See? Louisiana Country Boy: Oh my look, I thank you again, Richard. I thank you so very much. And uh, like I say, y'all go like, follow support my friend. He's doing wonderful things, but like I say, folk, I leave. Thank you. I love each and every one of you unconditionally and ain't nothing you can do about Richard. We on our way to cold. We on our way up to college. I appreciate your, Thank you. Hey, y'all have a good one, . Richard Blank: Have a good night my friend. My Worthless 2cents Table 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. Donnie Lewis-The Louisiana Country Boy- discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading. A place to freely express our thoughts and feelings where your worthless 2cents is priceless sharing our journey with each other,and always remember “Your Approval Not Needed “ 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/0en9BFJpmqI https://costaricascallcenter.com/en/outbound-bpo-campaigns/ https://youtu.be/7gZ1e2vgLKg https://open.spotify.com/episode/6g8yr6ltjMRm2HZlL5NoFf https://www.spreaker.com/user/14867186/my-worthless-2cents-table-is-with-richar

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