Leading with 'Philly Guilt' and Genuine Support #business #callcenter #e...

The Brilliant Leaders Spotlight podcast. Empathy is the the smartest strategy for scaling. Episode 3 with Richard Blank. Brilliant Leaders Spotlight podcast host, Robert Clinkenbeard has been featured in 50+ podcasts. Robert has evident success in scaling businesses and coaching for service industries, primarily the landscape sector. Robert teaches how to develop a roadmap to achieve your ultimate vision. His mission is to evolve his client's visions and accountability in their businesses and also their personal life. Our 15 to 20-min podcast shares amazing founder stories that reveal the smartest strategies for scaling TODAY. Our audiences are not newbies. They're ready for their next phase of massive growth! Your host, Robert Clinkenbeard, talks with Richard Blank of Costa Rica's Call Center. Costa Rica's Call Center or CCC, is a BPO Telemarketing outsource company located in Costa Rica. They can handle any size BPO and are available to train every call center in Central America. All of their staff are highly trained and bilingual, giving you the same price as a local area but with higher quality staff. Leadership Defined by Empathy That's one of the most important questions I receive. And I can almost give you the easiest answer, Robert. I wish I could give you a financial tip and trick or a cracked CEO code, but it really just comes down to one word, empathy. It's the way that you treat your people. And I knew this, that since I'm a CEO, I have leverage. I could make or break you. I could hire or fire you. And I decided to do the former because my ego's fine. I don't need to walk on the floor and embarrass somebody or leave. And in fact, most of my attrition is done naturally because Amazon is here. So we compete against their thousands of agents and I'll lose someone for a schedule. or a boyfriend or girlfriend works there, it's closer to their home. But Robert, you and I will never have someone quit our team because you and I deface them. We didn't pay them on time. I follow the Costa Rican labor law. So ethically, since I'm a guest in this country, I'm doing the right things. And also this journey almost began, my friend, where if you can get past your parents' guilt, you can live almost anywhere in the world. Leading with 'Philly Guilt' and Genuine Support Yeah, but I also put in a little Philly guilt. I will look at you in the eyes and go, Robert, you know, you're better than this. Come on, last week you did 14 in one day. And then second is I'd say, Robert, you're being out of character right now. This is not the man that I know. And so I can sometimes get real with people. And they understand that. And I'm not just calling you champ. I did congratulate you the other day when you got 14. So I am a litigant boss. They know, I call the balls and the strikes. And if they're having a great day, I'm winning their sales. If not, I'm gonna pick them back up and dust them off and try to get them to move forward. And I dress like this every day. So in case their mother shows up, I'm going to let them know how great Robert is. And your race is such a good boy just to get points with your mother. So we do things like that here. It's really we try to give back and pay it forward. https://youtu.be/bTnP7fDoFTQ https://youtube.com/shorts/BESRg9igRCc https://youtube.com/shorts/SR28eDzQDGQ Brilliant Leaders Spotlight Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard: advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, phonetic micro expression reading. 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://costaricascallcenter.com/en/outbound-bpo-campaigns/ #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #brilliantleadersspotlight Scaling Through Internal Promotion Some of the best questions, Robert, I got to give you credit. In order to scale a company, you got to think of two types of people. You could bring somebody in with 10 years experience if they could have bad habits. Or you and I can discuss looking at somebody that has never worked in a center before. And I could teach on the phone system in the CRM, but has this sort of discipline and structure that you could mold. could have them as your squire and page like a knight does and so for me i only i i will bring in specialists for the it department but i will only delegate and promote from within and also it's by merit i could care less if you're a boy or girl young or old if you're showing me as you say leadership and and leadership comes in shapes and sizes showing up on time, pen at the ready, not just absorbing, but contributing. The CEO's Guide to Work-Life Balance Of course. Well, everybody has their own forced march. And when you're a CEO, you have a lot of responsibilities. And so I take me time. I do. As much as I wish I could do Eastern meditation, I just don't have the structure or discipline for it. But I will wash my convertible on a Sunday. Every morning I get up and work out for about two hours and I put the phone away. And I also like to do pinball marathons. I'm a huge pinball machine aficionado. So I restore old jukeboxes and retro arcade machines. And so that's my passion. And after about 20 minutes of decompressed stimulation, I'm able to have image streaming. where my mind wanders and you know I can put things in perspective, maybe I overextended myself one time or or didn't speak enough, but it allows me to really once again organize and put things in perspective for myself, so I can regroup, rebalance, refocus. and then come back from a fresh perspective because in the moment you can make certain decisions. And as much as you wanna be an arbitrator and look at things in a neutral way, there is emotion behind it. And so what I try to do in my mind is to ask everybody's opinion first before putting out my own.

Leadership Defined by Empathy #business #callcenter #entrepreneur #b2b #...

The Brilliant Leaders Spotlight podcast. Empathy is the the smartest strategy for scaling. Episode 3 with Richard Blank. Brilliant Leaders Spotlight podcast host, Robert Clinkenbeard has been featured in 50+ podcasts. Robert has evident success in scaling businesses and coaching for service industries, primarily the landscape sector. Robert teaches how to develop a roadmap to achieve your ultimate vision. His mission is to evolve his client's visions and accountability in their businesses and also their personal life. Our 15 to 20-min podcast shares amazing founder stories that reveal the smartest strategies for scaling TODAY. Our audiences are not newbies. They're ready for their next phase of massive growth! Your host, Robert Clinkenbeard, talks with Richard Blank of Costa Rica's Call Center. Costa Rica's Call Center or CCC, is a BPO Telemarketing outsource company located in Costa Rica. They can handle any size BPO and are available to train every call center in Central America. All of their staff are highly trained and bilingual, giving you the same price as a local area but with higher quality staff. Leadership Defined by Empathy That's one of the most important questions I receive. And I can almost give you the easiest answer, Robert. I wish I could give you a financial tip and trick or a cracked CEO code, but it really just comes down to one word, empathy. It's the way that you treat your people. And I knew this, that since I'm a CEO, I have leverage. I could make or break you. I could hire or fire you. And I decided to do the former because my ego's fine. I don't need to walk on the floor and embarrass somebody or leave. And in fact, most of my attrition is done naturally because Amazon is here. So we compete against their thousands of agents and I'll lose someone for a schedule. or a boyfriend or girlfriend works there, it's closer to their home. But Robert, you and I will never have someone quit our team because you and I deface them. We didn't pay them on time. I follow the Costa Rican labor law. So ethically, since I'm a guest in this country, I'm doing the right things. And also this journey almost began, my friend, where if you can get past your parents' guilt, you can live almost anywhere in the world. https://youtu.be/bTnP7fDoFTQ https://youtube.com/shorts/BESRg9igRCc Brilliant Leaders Spotlight Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard: advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, pinball machines, employee motivation, phonetic micro expression reading. 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://costaricascallcenter.com/en/outbound-bpo-campaigns/ #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #brilliantleadersspotlight Scaling Through Internal Promotion Some of the best questions, Robert, I got to give you credit. In order to scale a company, you got to think of two types of people. You could bring somebody in with 10 years experience if they could have bad habits. Or you and I can discuss looking at somebody that has never worked in a center before. And I could teach on the phone system in the CRM, but has this sort of discipline and structure that you could mold. could have them as your squire and page like a knight does and so for me i only i i will bring in specialists for the it department but i will only delegate and promote from within and also it's by merit i could care less if you're a boy or girl young or old if you're showing me as you say leadership and and leadership comes in shapes and sizes showing up on time, pen at the ready, not just absorbing, but contributing. The CEO's Guide to Work-Life Balance Of course. Well, everybody has their own forced march. And when you're a CEO, you have a lot of responsibilities. And so I take me time. I do. As much as I wish I could do Eastern meditation, I just don't have the structure or discipline for it. But I will wash my convertible on a Sunday. Every morning I get up and work out for about two hours and I put the phone away. And I also like to do pinball marathons. I'm a huge pinball machine aficionado. So I restore old jukeboxes and retro arcade machines. And so that's my passion. And after about 20 minutes of decompressed stimulation, I'm able to have image streaming. where my mind wanders and you know I can put things in perspective, maybe I overextended myself one time or or didn't speak enough, but it allows me to really once again organize and put things in perspective for myself, so I can regroup, rebalance, refocus. and then come back from a fresh perspective because in the moment you can make certain decisions. And as much as you wanna be an arbitrator and look at things in a neutral way, there is emotion behind it. And so what I try to do in my mind is to ask everybody's opinion first before putting out my own. Leading with 'Philly Guilt' and Genuine Support Yeah, but I also put in a little Philly guilt. I will look at you in the eyes and go, Robert, you know, you're better than this. Come on, last week you did 14 in one day. And then second is I'd say, Robert, you're being out of character right now. This is not the man that I know. And so I can sometimes get real with people. And they understand that. And I'm not just calling you champ. I did congratulate you the other day when you got 14. So I am a litigant boss. They know, I call the balls and the strikes. And if they're having a great day, I'm winning their sales. If not, I'm gonna pick them back up and dust them off and try to get them to move forward. And I dress like this every day. So in case their mother shows up, I'm going to let them know how great Robert is. And your race is such a good boy just to get points with your mother. So we do things like that here. It's really we try to give back and pay it forward.

Reputation and Impact.

The BRILLIANCE + PASSION Project with Adam Hommey presents the sales journey of Richard Blank. A long shot CEO story. The BRILLIANCE + PASSION Podcast highlights entrepreneurs, business creators, and brilliant minds, like you, who reveal what they are doing to make the world a better place by being part of it. Get inspired by their journeys and stories! You’ll discover innovative ways to make a difference for your community, market, and audience – from those who’ve done it. The Brilliance Plus Passion Project with Adam Hommey highlights entrepreneurs, business creators, and brilliant minds, like you, who reveal what they are doing to make the world a better place by being part of it. Social media networks are inherently designed to inflame and divide us. Many of the networking tactics being taught actually generate further alienation and division. The BRILLIANCE + PASSION Podcast is all about opening conversations and creating dialogue that brings us together. The rising tide buoys all ships – we make that happen.Through our powerful, inspirational interviews with business creators and innovators, we shine the spotlight on new points of view that may inspire you today, in some way! This episode is sponsored by The Podcast R.E.A.C.H. System. Are you ready to exponentially reach more profitable customers? Admiration for Helen Keller's Communication Genius This is a question that I've thought about so much, and I might be rambling on in this answer, but it's very important. The individual that I would love to have met and spent time with is the master communicator herself, the late Helen Keller. This individual was a genius in regards to mediums of communication. The questions I would ask her, it's not a question. It's the experience of Helen Keller. Imagine all the old photographs back in the day when she was with Eisenhower, with Kennedy, with Charles Chaplin and Mark Twain and Thomas Edison. Now, she communicated through so many different ways, and one of them was touching people's lips when they were speaking. And I know that might be comfortable for you with a physician or someone that's close to you, but with a stranger, it might be offensive, but not with her. This individual during the day was one of the biggest rock stars and the influences of our time. Empathy and Success in Business I want them to buy a first class plane ticket and come fly down here and visit me in Costa Rica if they've never seen it before. I checked out your gallery. You got a Pac-Man machine. I'm on my way. Oh, I can't wait. We'll pick you up at the airport. But if I could say anything, Adam, and I appreciate this time today. I really do. And you do amazing work. In fact, your stuff is addicting and it motivated me enough to reach out to you. But as a CEO, as a business owner, as an individual that took these chances, I wish I could give you a financial tip and trick or CEO crack code. But it's as easy as empathy. As long as I can give my agents their dignity and not treat them like a number or a robot, and I know their name and break bread with them, I have seen the positive reinforcement of my time here. And so I can see the fact that I learned their language, understood their culture, and respect the fact that I'm a guest in their country. That is why, including the empathy, that I've been extremely successful. Ethics and Challenges in Call Centers Oh, yeah. Personally, I would bring that to my supervisor's attention that, A, the lead list would be smaller and this is the way that I'm prospecting leads. But there's so many ways, Adam, you can earn a dollar. And I think this friend of yours was bright and marketable, realizing that it wasn't a long-term solution. I understand. And case by case, I don't even know the vertical the man was selling. I don't know the training, the scripts, the rebuttals or support that they had. Where's their quality assurance department? Where are their supervisors? So just hearing that off the bat, I can completely put myself in that agent's shoes and understand the frustration. Making a Positive Impact in Costa Rica Well, let's discuss you. Thank you very much. And let's discuss you. How does the work you do make the world a better place for your clients, customers, and the world at large? It's a wonderful first question. I'd like to answer by saying that I feed 150 families a month. I could always make a lot of money, but really my service to Costa Rica is being the best guests that I can to increase the self-reliance and self-confidence. But once again, giving job stability and assisting those that work with me to be able to feed their families. Reputation and Impact I hope they're telling all the juicy details of the great story that we had together. I'm hoping that all of my friends that are telling a story about Richard are telling all the A, Bs, and Cs so you know that we had a great time. So I hope that they're representing me in the best light by telling everything just to set the example. But when people are speaking about me, I think it's beautiful for the fact that I made that sort of impression that I'm being mentioned. And a lot of the times my reputation will precede me, where people will say, I heard about you, we have mutual friends, and they said that you're the coolest cat in town and I had to meet you. So obviously I must be doing something right for people to be talking about me. https://youtu.be/plAoTP2UWbM https://youtu.be/z3zetBC-7Mc https://youtu.be/VX1Z2auXpDw https://youtu.be/EbPD143IIvQ https://youtu.be/riKGDatKk44 https://youtu.be/fkLcfbNckiY The Brilliance Plus Passion Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #brillancepluspassion #Adam Hommey #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting

Making a Positive Impact in Costa Rica.

The BRILLIANCE + PASSION Project with Adam Hommey presents the sales journey of Richard Blank. A long shot CEO story. The BRILLIANCE + PASSION Podcast highlights entrepreneurs, business creators, and brilliant minds, like you, who reveal what they are doing to make the world a better place by being part of it. Get inspired by their journeys and stories! You’ll discover innovative ways to make a difference for your community, market, and audience – from those who’ve done it. The Brilliance Plus Passion Project with Adam Hommey highlights entrepreneurs, business creators, and brilliant minds, like you, who reveal what they are doing to make the world a better place by being part of it. Social media networks are inherently designed to inflame and divide us. Many of the networking tactics being taught actually generate further alienation and division. The BRILLIANCE + PASSION Podcast is all about opening conversations and creating dialogue that brings us together. The rising tide buoys all ships – we make that happen.Through our powerful, inspirational interviews with business creators and innovators, we shine the spotlight on new points of view that may inspire you today, in some way! This episode is sponsored by The Podcast R.E.A.C.H. System. Are you ready to exponentially reach more profitable customers? Admiration for Helen Keller's Communication Genius This is a question that I've thought about so much, and I might be rambling on in this answer, but it's very important. The individual that I would love to have met and spent time with is the master communicator herself, the late Helen Keller. This individual was a genius in regards to mediums of communication. The questions I would ask her, it's not a question. It's the experience of Helen Keller. Imagine all the old photographs back in the day when she was with Eisenhower, with Kennedy, with Charles Chaplin and Mark Twain and Thomas Edison. Now, she communicated through so many different ways, and one of them was touching people's lips when they were speaking. And I know that might be comfortable for you with a physician or someone that's close to you, but with a stranger, it might be offensive, but not with her. This individual during the day was one of the biggest rock stars and the influences of our time. Empathy and Success in Business I want them to buy a first class plane ticket and come fly down here and visit me in Costa Rica if they've never seen it before. I checked out your gallery. You got a Pac-Man machine. I'm on my way. Oh, I can't wait. We'll pick you up at the airport. But if I could say anything, Adam, and I appreciate this time today. I really do. And you do amazing work. In fact, your stuff is addicting and it motivated me enough to reach out to you. But as a CEO, as a business owner, as an individual that took these chances, I wish I could give you a financial tip and trick or CEO crack code. But it's as easy as empathy. As long as I can give my agents their dignity and not treat them like a number or a robot, and I know their name and break bread with them, I have seen the positive reinforcement of my time here. And so I can see the fact that I learned their language, understood their culture, and respect the fact that I'm a guest in their country. That is why, including the empathy, that I've been extremely successful. Ethics and Challenges in Call Centers Oh, yeah. Personally, I would bring that to my supervisor's attention that, A, the lead list would be smaller and this is the way that I'm prospecting leads. But there's so many ways, Adam, you can earn a dollar. And I think this friend of yours was bright and marketable, realizing that it wasn't a long-term solution. I understand. And case by case, I don't even know the vertical the man was selling. I don't know the training, the scripts, the rebuttals or support that they had. Where's their quality assurance department? Where are their supervisors? So just hearing that off the bat, I can completely put myself in that agent's shoes and understand the frustration. Making a Positive Impact in Costa Rica Well, let's discuss you. Thank you very much. And let's discuss you. How does the work you do make the world a better place for your clients, customers, and the world at large? It's a wonderful first question. I'd like to answer by saying that I feed 150 families a month. I could always make a lot of money, but really my service to Costa Rica is being the best guests that I can to increase the self-reliance and self-confidence. But once again, giving job stability and assisting those that work with me to be able to feed their families. https://youtu.be/plAoTP2UWbM https://youtu.be/z3zetBC-7Mc https://youtu.be/VX1Z2auXpDw https://youtu.be/EbPD143IIvQ https://youtu.be/riKGDatKk44 The Brilliance Plus Passion Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding starting a company from scratch in Costa Rica as an expat. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #brillancepluspassion #Adam Hommey #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting Reputation and Impact I hope they're telling all the juicy details of the great story that we had together. I'm hoping that all of my friends that are telling a story about Richard are telling all the A, Bs, and Cs so you know that we had a great time. So I hope that they're representing me in the best light by telling everything just to set the example. But when people are speaking about me, I think it's beautiful for the fact that I made that sort of impression that I'm being mentioned. And a lot of the times my reputation will precede me, where people will say, I heard about you, we have mutual friends, and they said that you're the coolest cat in town and I had to meet you. So obviously I must be doing something right for people to be talking about me.