Culture, Attrition & Gamification with CEO Richard Blank

Wendy Sellers and JC engage Richard Blank, CEO of a Costa Rican call center, in an enlightening discussion on call center culture, attrition, and the pivotal role of gamification. Richard shares how he stumbled upon an opportunity to work in a friend's center in Costa Rica and subsequently fell in love with the place, its culture, and its people. He also discusses the challenging aspects of managing a thriving call center. He emphasizes optimizing call centers, striking the perfect balance between maintaining the dignity of employees and getting the best out of them. They delve into the core of call center culture and discuss the power of effective communication, active listening, and creating a conducive environment for growth and development. This podcast is impactful for those in the call center industry and anyone interested in fostering a dynamic and high-performing team culture.

Remarkable People Podcast. A Sales Masterclass on Communication and soft skills with Richard Blank

Everyone loves a great story, to be inspired, and to be given the tools and knowledge they need to succeed. Welcome to the Remarkable People Podcast! (RPP) “Listen. Do. Repeat. For Life!” EPISODE OVERVIEW: This week’s episode is different than our normal episodes. Instead of focusing on our guests personal journey and story, it’s a sales masterclass on communication. Call centers, bettering yourself as a business owner and communicator, and so much more. So get your pens and paper ready. You are going to want to listen to this episode, take notes, apply it, rewind it, and play it again. Our guest today is an entrepreneur, sales professional, CEO, coach, and more. And while he has done a lot of things well in life, he continues to study, becomes an expert at whatever he commits to, and now he’s here to teach us how to do it too. Ladies and Gentlemen, welcome to this weeks episode of the Remarkable People Podcast, the Richard Blank story! https://youtu.be/DtA4s3MVSTY Listen now to the remarkable and inspiring true life stories of people like you and me who not only faced extraordinary challenges and difficult life circumstances, but how they overcame them and achieved greatness. In each episode our guests not only freely share what they were able to accomplish, but how they achieved real results in the practical steps they used for victory, so we can too. Personal Development, Self Help, Health and Wellness, Edutainment… whatever you want to call it, this podcast is for you to enjoy and grow with in a community atmosphere. Like our slogan says, don’t just LISTEN to the podcast, but DO what you learn, REPEAT those positive actions everyday, so you can enjoy a Remarkable LIFE- in this world, and eternity to come! Also, please note that RPP episodes are evergreen. So enjoying listening to them in whatever order you’d like. Pick a topic, guest, or title that interests you, press play, and apply these powerful truths to your life each day. That’s it. Let’s listen to your first episode now!? Ascending Together, David Pasqualone Remarkable People Volume 1 How They Overcame Adversity, Achieved Success, & You Can Too! Twelve Remarkable Authors. Twelve Powerful Chapters. Twelve Life-Changing Solutions. If the people around you told their story, would you be in it? If so, would you be a major character, or a minor one? More importantly, would you be a hero to them, or a villain? Unleash the Hero Inside You! Whether you feel it or not, the fact is there’s real greatness inside of you just waiting to be unleashed. Greatness so big and powerful, it’s like a superhero ready to conquer the world. So why haven’t you set yourself free yet? Because something’s holding you back. That’s why David Pasqualone and 12 other Remarkable People Podcast guests have come together and wrote this book for you. To not only share their own personal stories of what they were able to overcome and achieve in life, but to break it down in the practical steps of how they did it, so you can too. About David Pasqualone DAVID PASQUALONE is a born again believer in God, father of 2 amazing teens, a life-long learner, self-appointed Guinea pig for anything he promotes. A Marketing Guru and Professional Coach by day. A Podcast Host and cigar enthusiast by night. David loves motivating people and organizations to clarify their purpose, mission, and vision. To lead them out of the confusion of the world, and into the light so they can know clarity, get excited about their purpose, and achieve the vision set before them. Leading by example, David inspires those around him to be the best version of themselves, take action to “DO” what they need to do each day, and steadfastly see their purpose through to completion! PURPOSE MISSION VISION CORE VALUES AND BELIEFS Learn more about David and Ascend in our Frequently Asked Questions (FAQ) section above! To learn more about what I believe and why, click here to view our free video library that answers many of the life questions we have from the bible. For a professional look at David and some of his experiences, visit his online resume at LinkedIn. For a more personal look at David’s life, feel free to visit his Facebook page. Or, check out The Remarkable People Podcast to really get a feel for who David is. Richard’s vision quest journey 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. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #paulgscorner remarkable people podcast, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer, https://youtu.be/DtA4s3MVSTY

RANDALL CUNNINGHAM scores a huge running touchdown play with COSTA RICA'...

The video begins in star studded fashion, "Ah, hello. Ha ha." "It's Randall Cunningham calling." CCC favorite NFL QB, Randall Wade Cunningham Sr played in the NFL for 16 seasons, primarily with the Philadelphia Eagles. "Is this the Costa Rica's Call Center?" Not only was Randall the most exciting QB, our nearshore outsourcing services can always score a touchdown by closing the deal with clients. "Are there any Randall Cunningham fans over there?" Too many to count. He has a huge fan base in the Central America BPO industry. Cunningham was inducted into the College Football Hall of Fame in 2016. Cunningham was also inducted into the Southern Nevada Sports Hall of Fame in 2000. "Is Richard around?" Yes and been in CR for the past 20 years as a leading telemarketing trainer. An actual fan from Philadelphia that has seen you play live in Veterans Stadium at the northeast corner of Broad Street and Pattison. "Anyway, I wanted to give an Eagles hello to the staff there from the favorite QB RC." The video concludes with a reminder of greatness, "#12 Philadelphia Eagles." "I heard that you celebrated your 12th year anniversary in business." "Come on...That is what I am talking about!" "Congratulations. I wish many more on you. Much more success." Feeling as if the fans and organization did not fully appreciate his contributions to the team's success, as well as being unhappy with his role as a back-up, Cunningham retired from football after the 1995 season.He left Philadelphia with the third most rushing yards in Eagles history, with 4,482, On August 15, 2002, Cunningham signed a one-day contract with the Philadelphia Eagles to officially announce his retirement.CCC will continue to be a leader in the call centre industry and will set the bar in Latin America. "I hear about the art deco building that you guys are kicking it in." In his final 10 NFL seasons, Cunningham played in only 80 games, but finished his 16-year career completing 2,429 of his 4,289 attempts for 29,979 yards and 207 touchdowns, with 134 interceptions. He was sacked 484 times, third-most all time behind (2nd) John Elway with 516 sacks, and (1st) Brett Favre with 525 sacks. Our beautiful structure located on the corner of 11th avenue and 23rd street in Barrio Aranjuez. The best must perform in the most impressive structures. As Randall graced the field in the most exciting stadiums, our telemarketers can feel proud working in a positive work culture and location. Yep, the neon marquees." Cunningham also rushed for 4,928 yards on 775 carries and 35 touchdowns. He retired after the 2001 season as the NFL's all-time leader in rushing yards and carries for the quarterback position, (a record broken in 2011 by Michael Vick), and tied for fourth with Steve Grogan in rushing touchdowns by a quarterback . All great names should be displayed bright and proud. CCC has the sharpest neon lights that enhance our telemarketing experience. "Ah ha, the Jukebox arcade. That is what I am talking about!" Cunningham also averaged 30.6 rushing yards per game during his career—second most all-time for quarterbacks, behind Michael Vick. WE encourage a fun work environment and have supplied the call centre with a jukebox for each floor and our onsite 1950s cafe. "And the American pinball" Work life balance is essential and has contributed to a decrease in attrition and increase in production. A gamification call centre culture was created at CCC and has assisted in building a successful work force that is able to bond.CCC has the largest collection of Pinball in Central America with 11 machines. "The 1984, that's when I cam e into the league, Mercedes Limo! We call it a Benzo." In July 2012, Cunningham was named the 23rd greatest quarterback of the NFL's post-merger era, according to Football Nation. Our clients are met at SJO for a luxury ride in comfort and style. The video continues with a dose of international relations, "Anyway, I am supposed to say Pura Vida #12. I don't know what that means, but I hope you do. Ha Ha." The ticos love when people acknowledge the laid back "pure life " culture. It can also be noted on phone calls with clients where the telemarketers make the conversation a first call resolution and positive experience. "G-d bless you all." In March 2013, Cunningham authored Lay It Down: How Letting Go Brings Out Your Best . The book shows readers how to work out the “lay it down” principle in all phases of life. in Conclusion, Randall ends the personal Cameo with one final thought, "Shout out from Randall Cunningham. Philadelphia Eagles. have a good one. Much success."

Broadway star JARROD SPECTOR has a huge fan base with COSTA RICA'S CALL ...

The video begins in a first class style and delivery, "What's up Costa Rica's Call Center crew? "He made his Broadway debut in Les Misérables, playing Gavroche. Afterward, he studied economics at Princeton University and then returned to acting before completing his degree. "This is Jarrod Spector. Now listen, before I spent most of my life on Broadway, I was the pain in the as little brother in a friend group. And, always tagging along with my brother's friends. And that group included, Mr. Richard Blank." Jarrod was born in Philadelphia, Pennsylvania .He was a slick little brother that never told his parents about the parties we had in his house back in high school . He kept the code of silence. "So, I am not surprised to hear that he is the best boss to the crew down there." In 2007, Jarrod joined the 2nd San Francisco cast of Jersey Boys. Spector played Frankie Valli, a role he would play later in Chicago and on Broadway. Jarrod being a lead of a cast can relate to a leader of a company. Both set the pace, are 100% dedicated and can follow through as a professional. Just like acting, offshore BPO is very competitive and only those with endurance can make it big. "Listen, I have not been down there myself, but I have seen some pictures. But man, what a sweet set up." As Jarrod dominated Broadway when he was in Beautiful: The Carole King Musical as Barry Mann from January 2014 to February 2016. Attractive venues and pleasing theatres can really make an experience memorable. In addition, a positive work environment can also produce the best nearshore customer service agents that are able to act like they care about the client. CCC has the best company culture in Central America. "The got the art deco building with the neon marquees." Naturally Jarrod can appreciate style since he has performed in some of the most beautiful theatres and arenas. He received a nomination for a 2014 Tony Award for Best Featured Actor in a Musical and a nomination for the 2014 Outer Critics Circle Award, Outstanding Featured Actor In A Musical for his portrayal of Barry Mann. The call centre located on the corner of 11th avenue and 23rd street in Barrio Aranjuez. "You got tunes on the jukebox" Since we upgraded our rockolas, we are able to download music and Jarrod has a very large selection of his tunes at the ready. We have Jarrod's studio LPs along with many live performances for our staff to enjoy while eating in the company's 1950s cafe. He has quite the fan base here in central America. In 2016 he participated in the recording of the demo English version of the Death Note: The Musical. He sang L ‘s parts. " and that arcade with the pinball machines. No really, can I come down and like challenge on the Jurassic Park pinball machine? Specifically, because I grew up with that machine and I really think that I can hang." CCC has the best gamification call center culture in Latin America. Our game room is 100% free play and we encourage our agents to try American Flipper pinball for the first time during their breaks and lunch. The fact that we both own the same pinball machine is a good sign. "But, only of you pick me up at the airport in that ridicules vintage 1984 Mercedes Limo. Is that something we can work out? Cause if so, I am coming and I can't wait." Jarrod knows that all special guests are met at SJO for a luxury ride and he is well deserving of a comfortable ride to the beach. When a star arrives at their destination in a smooth limo, it can really make the entrance a memorable experience. From 2018 to 2019 Spector starred as Sonny Bono in The Cher Show at the Neil Simon Theatre on Broadway. He always arrived to the shows in style. "Congratulations on 12 years. What a fantastic accomplishment. And I hope to see you all soon." Spector and his wife Kelli Barrett perform a cabaret act together titled “This Is Dedicated: Music’s Greatest Marriages”, for example in March 2017 at the Scottsdale Center for the Performing Arts. From one strong accomplishment to another, we appreciate the fact that you have acknowledge our hard work and discipline. We wish you continued success. The entire staff at COSTA RICA'S CALL CENTER appreciates the time and effort in making this Cameo. Pura Vida Jarrod.

#44 Reggie Jackson wants a call to confirm that COSTA RICA'S CALL CENTER...

https://youtu.be/_bB4Pxv_Jbo?si=yD5Rxw57QIMGZRtO The MLB legend begins his video with a HR blast, "Hey. This is Mr. October in the flesh on Ester Sunday"Reginald Martinez Jackson is an American former professional baseball right fielder who played 21 seasons in Major League Baseball . Jackson was inducted to the Hall of Fame in 1993. Reggie knows how to enjoy a solid work-life balance when he says, "I am in balboa island. should be a nice scene behind me. yeah, I don't know?" Jackson was nicknamed "Mr. October" for his clutch hitting in the postseason with the Athletics and the Yankees.He helped Oakland win five consecutive American League West divisional pennants, three consecutive American League pennants and three consecutive World Series titles, from 1972 to 1974. Jackson helped New York win four American League East divisional pennants, three American League pennants and two consecutive World Series titles, from 1977 to 1981. He also helped the California Angels win two AL West divisional pennants in 1982 and 1986. Jackson hit three consecutive home runs at Yankee Stadium in the clinching game six of the 1977 World Series. Reggie has made his mark internationally and has a huge following in Central America where baseball is very popular. "Anyway, I am looking for the man that says he is Costa Rica's Call Center all of the Reggie fans down there."Jackson hit 563 career home runs and was an American League (AL) All-Star for 14 seasons. He won two Silver Slugger Awards, the AL Most Valuable Player (MVP) Award in 1973, two World Series MVP Awards, and the Babe Ruth Award in 1977. The Yankees and Athletics retired his team uniform number in 1993 and 2004.[2] Jackson currently serves as a special adviser to the Yankees. Jackson led his teams to first place ten times over his 21-year career. Reggie goes the extra mile by giving an Abington Ghost CEO a huge compliment, "My man down there says he is the best. The best boss ever, Richard."Jackson was born in the Wyncote neighborhood of Cheltenham Township, just north of Philadelphia, Pennsylvania. Jackson graduated from Cheltenham High School in 1964, where he excelled in football, basketball, baseball, and track and field. Abington High School long standing arch rival are the Cheltenham Panthers. Naturally, Mr. October wants a second opinion before making his statement a fact about the best boss in Costa Rica, "Is that true? I will have some of your friends call me and let me know if you really are the best boss down there." "Anyway, says, let me see, I am a major league baseball legend. Not really. I was, in my own mind when I was a player. But, things have changed, of course." #44 was a real sports hero for those growing up in the 1970s. He was the man that could step up to the pressure and deliver huge wins. "I am still having fun and enjoying things." Being from Philadelphia, Reggie knows that a solid first impression is very important for any organization, "It sounds like you got a beautiful place down there to go to work. Big time art deco building." Bario Aranjuez has a beautiful classic 3 story building for our bilingual telemarketers. The Yankees' home opener of the 1978 featured a new product, the "Reggie!" bar. The Standard Brands company responded with a circular "bar" of peanuts dipped in caramel and covered in chocolate, a confection that was originally named the "Wayne Bun" as it was made in Fort Wayne, Indiana. The "Reggie!" bars were handed to fans as they walked into Yankee Stadium. Jackson hit a home run, and when he returned to right field the next inning, fans began throwing the Reggie bars on the field in celebration. Jackson told the press that this confused him, thinking that maybe the fans did not like the candy.Richard, the best boss, had his first Reggie candy bar at the Wyncote Pharmacy across the street from the Jenkintown Train Station. Reggie knows that location very well. "neon marques, jukeboxes, an arcade , 11 pinball machines." Reggie can appreciate the fact that CCC has created the best call center culture and work environment. "and a 50s cafe man. I would fit right in there." We would like to make a special #44 double cheeseburger for you when you come and visit one day. Reggie knows that luxury transportation is key when arriving at special events. CCC has restored a clasic 300D Lang for our guests flying into SJO, "and if they pick you up,he says for me, the vips, he has got a Mercedes limo. I am in on that one my friend." The video winds down with some final words of wisdom, "Take care, have a great day and enjoy was fun talking to ya!" The entire staff at COSTA RICA'S CALL CENTER appreciates the time, effort and cool video. WE hope that you stay safe and continue to make your fans feel like 1 million dollars! Pura Vida Reggie.

BOOGER from the movie Revenge of the Nerds knows that nerds rule at COST...

"Hey everybody. A happy anniversary greeting from Booger." Curtis Armstrong is an American actor and singer best known for playing the roles of Booger in the Revenge of the Nerds movies, Herbert Viola on the TV series Moonlighting, Miles Dalby in the film Risky Business, "to the Tico staff arranged by Richard, the best boss." The video begins in classic fashion when Curtis gives props to an offshore call center Nerd. "It's great to be here to celebrate your 12th anniversary in the business." His first role came in the 1983 film Risky Business. Curtis has a long run in the movie business with a long list of successful movies and tv appearances and can appreciate the endurance needed to compete in the offshore BPO industry. "I have never been there. I don't know this for certain but I heard it through the grapevine that you all are in a classic art deco building." CCC enjoys the look and style of the 1980s. Our beautiful telemarketing structure is located in barrio Aranjuez. Curtis also had a solid run in the 1980s with his other films include Better Off Dead, , One Crazy Summer, "You got neon marquees and American pinball machines" Our call center has the best gamification culture with a free play retro arcade. "a vintage 1984 Mercedes limo for nerds. That's the most amazing thing I have ever heard." Luxury and style is exactly how we greet our guests at SJO for a trip to the beach. "Nobody ever gives limos to Nerds. But, you all do." Curtis understands that going the extra mile will ensure a memorable experience when visiting an offshore BPO operation in Costa Rica. "So, congratulations on 12 years of great work." The nearshore telemarketing industry is very competitive. Curtis made it big in Hollywood where the odds are long. The same can be said when ramping up an outsourcing team over a decade. The video ends with a final bit of wisdom, "Pura vida. Nerds rule!" The entire staff at COSTA RICA'S CALL CENTER appreciates the time and effort in making this Cameo. Pura Vida Curtis.

WNBA super star LISA LESLIE celebrates a huge win with COSTA RICA'S CALL...

"Hello to COSTA RICA'S CALL CENTER and WNBA fans". Lisa Deshaun Leslie is an American former professional basketball player. The all star continues with a positive message, "This message was booked by the best boss Richard." We appreciate the acknowledgement and know that Lisa is running her won show as well. She is currently the head coach for Triplets in the BIG3 professional basketball league, as well as a studio analyst for Orlando Magic broadcasts on Fox Sports Florida. "I am an Olympic 4 time gold medalist and a 3 time MVP. I am a hall of famer." What a winner! Leslie was named the 2001 Sportswoman of the Year (in the team category) by the Women's Sports Foundation and continues to set a fine example for all female athletes. "And I just wanted to tell you guys congratulations." Lisa knows how it feels to win a big game. The number-seven pick in the 1997 inaugural WNBA draft, she followed her career at the University of Southern California with eight WNBA All-Star selections and two WNBA championships over the course of eleven seasons with the Los Angeles Sparks, before retiring in 2009. "I know that you are celebrating your 12th year anniversary in business. Which is an amazing feat." Once again, she lead the pack with amazing things on the court when it mattered most.Leslie was the first player to dunk in a WNBA game. Leslie has also made appearances with the United States national women's basketball team where she won gold medals in 1996 and 2000, and has also earned a world championship. Leslie scored 35 points against Japan in the semifinals of the 1996 Olympics to set an American Olympic women's scoring record. "Can't be done alone. It takes teamwork. So that is awesome." CCC truly appreciates the efforts of our BPO outsourcing staff. Just like business, Lisa showed how a team bond in basketball produces champions. I know that you guys have your classic art deco building," CCC has class and enriches Barrio Aranjuez. In 2015, she was inducted into the Naismith Memorial Basketball Hall of Fame. Lisa continues her keen interest in our telemarketing culture when she says, "Neon marquees,jukebox arcade, 11 pinball machines. 50's cafe"Leslie was honored with All-Pac-10 recognition all four years A MVP deserves to travel in style. Lisa acknowledges our special treatment to our clients and friends, "Your vintage Mercedes Limousine for VIP guests."In 1994, she won multiple national player of the year awards—the Naismith College Player of the Year award, the USBWA Women's National Player of the Year award, the Honda Sports Award for basketball, and the WBCA Player of the Year award. In 1992, 1993, and 1994, she earned All-American Honors as well. That's a lot of business and it doesn't happen overnight. So, congratulations on all of your success."she became the first WNBA player to score over 3,000 total career points and contributed to the Sparks winning their second straight WNBA championship that season. Two seasons later, she became the first player to reach the 4,000-career point milestone. On August 11, 2009, Leslie became the first player to score 6,000 points in a career. Earlier that month she was the first player to reach 10,000 career PRA (points + rebounds + assists), a statistic fundamental to the WNBA "Pick One Challenge" fantasy game. Continue to win because I love being around winners. And clearly, you guys do too."In 2011, she was voted in by fans as one of the Top 15 players in the fifteen-year history of the WNBA. In 2016, she was voted into the WNBA Top 20@20, in celebration of the league's 20th anniversary. "I just wanted to say congratulations and give you guys a shout out and keep up the great work."Apart from basketball, Leslie is also a fashion model and an aspiring actress. She has been featured in Vogue and Newsweek, as well as many sports publications.