Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents wi...

Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels. Our Guest is ⁠Richard Blank⁠. He is a native of Philadelphia, PA and CEO of ⁠Costa Rica’s Call Center.⁠ Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction. He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students. https://youtu.be/RgLRnWNgBVQ Your Host: ⁠Jacob Easley II, PhD, PMP⁠ Internationally accomplished and award-winning educational leader and entrepreneur. Expert in educational policy and politics with a focus on educational accountability, effectiveness, improvement, and equity. Xcelerated Excellence Consulting, LLC is dedicated to offering support to education leaders and their organizations to meet their full potential for excellence. A core focus of our work is to support the education profession in fostering greater equity for historically underrepresented, marginalized, and under-resourced student communities. We do so by upholding the value of design thinking for solutions, integrity of practice, continuous quality improvement, and innovation for unlocking potential. Take a look around and see how we can help you to design your excellence today. Excellence Planning and Implementation Expert Guidance Based on our clients' needs, X|E offers short- and long-term consultancies that specialize in planning for excellence , as well as targeted assistance to aid clients in the implementation of plans to meet their goals. We know that things do not always go as planned. Our areas of expertise are: strategic planning; program development; risk management; change management; and project management services. Continuous Quality Improvement The Path to Success Ensuring academic and operational quality is an ongoing task. X|E provides technical assistance to help education leaders and organization monitor and improve quality through the sound use of data and improvement sciences. X|E provides expert services in the areas of assessment, quality assurance, program evaluation, accreditation, and continuous improvement modeling. Professional Development Excellence by Design Leading innovation can be a daunting task and requires not only technical skills, but also a mindset for change. X|E aids leaders and their teams to build the concept, capacity, and culture for innovation needed to ensure continuous improvement. For leaders and organizations interested in applying the principles of design thinking to unlock the potential for excellence within their organization, we are available to address your unique needs. Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #JacobEasleyII #EdUpXceleratedExcellencepodcast #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow

The Power of Storytelling and Vision For me, the greatest thing in the world are storytellers. If you get it behind a fire, then that's even better. It's even more old school. But someone that can tell a good, good story and paint a really nice picture. So that's why I recommend that when you really need to think or put in your oomph, close your eyes, you'll get a splash of vision with no distraction. And it's very easy for you authentically to describe what you see. And the majority of the time it's within you that's coming out of you and you're relying on your intuition and your vision. I mean, I'm not spacing it out there, but come on, Jacob. I could only imagine you with a full classroom conference hall look. I've seen you in your suits looking super sharp and good smiles all around you. Hugs aplenty, people sharing only the greatest moments and what's to come, exchanging phone numbers, slaps on the back, buying each other rounds of drinks, making plans. Come on I can picture it I can taste it I'm sure you do surf and turf, so everyone gets happy at dinner. I know you. Why can't you tell people what you see? Why can't you get excited for their growth and for their projections? Using Professional Skills Beyond Work Ah, Jacob, do you know what happens with me? I smile because they have no bad habits. It's true. They didn't come from another center. They don't have a supervisor named Billy yelling at you. Make more calls. Come on, Jacob. Tell me about that time you're at the center. There's always a coffee breath supervisor screaming at you that you should be hanging up on Mrs. Jones and making another call. It's like a squire to a knight. And here's the beauty of it. And just like the school and the other professors that you have that share ideas, these are the sort of things you can use outside of the office to save a marriage, a Thanksgiving dinner, a friendship. Socio-Cultural Impacts of Remote Work I think that might have increased things by about five percent in regards to production. Okay, so we're at 85%. Why aren't we in the 90s? You lost a complete 15% in regards to the on-site training, the camaraderie, the IT support, you know, the arcade game room. How about just getting out, shaving, putting on clothes and looking smooth? You know, you got to keep your game going. How about this? I've had a lot of people through the 17 years that have met here, gotten married, and have had children. I've had some call center babies that have been here the whole nine months, and I say hi to them every day, talk to the tummy. What's my point? That's not going to happen anymore. Those two people through Destiny might never meet now. We've hired a bunch of people post-COVID, but those A and Bs are never going to make C anymore. Strategic Language Use in Call Centers That's a wonderful question. First, let me address the fact that I won't bring any languages in here that I can't personally understand. I can't have Tommy on the phone, Carson. So I got to know. So it's going to be English, Spanish, and I'll even do Portuguese. We have enough Portuguese speakers here and I understand enough. Of course, it could go into two languages. It depends on the client. If you need to turn in a recording to them or you need to set up an appointment and no one in the office in corporate speak Spanish, you got to ensure that the person you're speaking with has a translator or can speak English. The Importance of Creativity in Communication It's better to be a rudder than the ship. And it's a nice thing to do. And so I've seen that we've been able to prolong conversations in the metrics that you have working at a center. And our conversion ratios have increased. Our contact ratios have increased. And even if we need to make a custom-made voicemail or email because of COVID or the way people are communicating, if you just do a little due diligence like you and I did prior to this podcast, people put a little of that magic dust on top and get their attention. And so be clever. Actually try. Just don't make it a print. Come on, Jacob, make it a painting. Make it something that people are going to remember. So at least through merit, you're getting their attention and having the chance to make your case. The Romantic Side of Call Center Work so tell us, what does it mean and what does it feel like to work at a call center? You sold your soul. Man, some people would rather do public speaking than this, and they feel that more than death. I'm only kidding. It's not for the faint of heart. You need to build up endurance for it. In my mind, I saw the romantic side of it. It's really beautiful rhetoric and semantics and a phonetic delivery. As good looking as you and I are, Jacob, the majority of our clients can see us over the phone. So you're losing that sort of suit wearing smile. But what I've seen and I've cracked a few codes is that when you speak to somebody, I believe that the phonetic tell signs are even stronger than if someone, if your micro expression reading them in person, they could just have twitches, just be nervous and sure, congruence is there. But the purest of pure is you're focused on the way somebody speaks. Diverse Recruitment Approach with Storytelling and Public Speaking It's all shapes and sizes, my friend. You could have the soft-spoken female to be at the right place at the right time or the assertive Philadelphia kid like me, which might be a different taste. But I tell you what, I mean, there's certain checkpoints prior to someone being sitting in a class. They'll, of course, be making some recordings for me, for us to consider. Looking at their resume, who cares? Turn it over and write me a couple of paragraphs of a coming of age moment. So you can tell Jacob and I when you beat up a bully. That's what I want to hear from you. So at least I can hear a really good story. But then when we're in class, you stand up. So you're practicing public speaking in front of a dozen people. You hold the script in your left. You use your right hand for illustrators. I will assist you in your balance and your pausing and your breathing. Embracing Human Element in Customer Interactions over AI So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult.

The Secret to Success: Dedicated Practice and Perseverance

The Day & Night Podcast. A Zoom meeting invitation with Matthew Tompkns and CEO Richard Blank. Looking for an entertaining and informative podcast to listen to? Look no further! Day & Night Podcast is your go-to source for engaging content that will keep you hooked. Tune in to explore fascinating topics and discover new perspectives. Day & Night Podcast covers a wide range of subjects, including current events, pop culture, and personal growth? It's the perfect podcast for those who love diverse and thought-provoking discussions. Join us as we dive deep into captivating topics that matter. #DayAndNightPodcast #currentevents #popculture #personalgrowth #thoughtprovoking Commitment to Education Through Family Legacy If I'm gonna make a four, in my case, a five-year investment in college, I just can't study something and then sell real estate. I mean, a lot of my friends have film degrees and never did something with it. I need to go all the way on something. And so my argument to my parents was that my grandparents came from Europe at the turn of the 20th. They learned a second language and started. So allow me to build on this sort of, momentum of our family lineage of taking chances and following through and exploring new things. Financial Insights for Moving Abroad So I'm going to kind of jump back to Costa Rica. So as far as the, like I'm retired military. So if I was to decide to move, I don't know how that would work as far as with retired pay and disability and Was it a big change as far as income-wise, moving from the state to Costa Rica? That's a very good question. How did you adjust that? I was in a very specific circumstances. My company is inscribed in the United States. I'm paying US taxes and I do banking there, but I also have a bona fide residency. So I was tax exempt for well over $100,000. And it's very nice because you have certain business expenses and plus, you know, living abroad, you know, your first hundred grand is tax free. And that's a wonderful thing. And the cost of living here, depending on how you want to live, is about a third of the states. Fortes Fortuna Juvat And I just want your audience to be bold and brave. You know the expression, you know, fortune favors the brave. And if you have a desire and you get these people that give you this reinforcement, you might need to take that chance. The worst thing ever is to live with regret. Be very responsible with your family and finances. But remember, 40 hours is part-time, 80 hours is a full-time gig. And if you can find the time to squeeze in there like you and I did this weekend, because we have very good time management in between our parties and fun, we still found it important enough, interesting enough to be here today And that's another lesson. It's a self-wrap to share with your audience. It just doesn't have to be during business hours. The people that really go above and beyond are the ones that find ways to meet in the middle. Leadership and Trust: Lessons from 'The Warriors' And that's the stuff you can't do with money or threats or fear or leverage. These are the people that decide to stand and rise and walk with you. And there are many ways. And here's the skinny. It's not the time when you meet in boy's town on that field to duke it out. There's a hundred wins that you had before that to get the people to show up to go with you. Kind of like the movie, The Warriors. Oh, my favorite movie of all time. Yeah, The Warriors. Those were specifically chosen warriors to go see Cyrus and go to that event. And so you can't think and see today. You have to realize the army, the mindset, the preparation and dedication that got you to that point. And the older you get, the more you see it because you see the patterns and you have the luxury of track records. But if you happen to be young, then give the benefit of the doubt and have faith in. And that's a nice thing to have. You may be disappointed from time to time, But I'd rather win more on having faith in people than not betting at all. And that's just the way that ball bounces, G. And I've learned that the hard way from time to time. Mastering Phone Conversations Like a Boxer And if you think, my friend, that you're gonna do a 10-minute call without them even answering, man, you're just walking through a desert with no oasis. I like 30-second checkpoints. A 10-minute call to me, Matthew, is 20 30-second phone calls. I buy 30 seconds of time. Don't tell me boxers don't change their style, lose their steam, get stronger, weaker in different rounds. I think angry Betty in the first two minutes could be sweet at the end, sweet in the beginning, angry at the end. And who knows what goes on in that crazy middle. But you and I are going to keep some distance and we're going to gauge and we're going to keep judging what's working, what's not working. And I'm going to tie it down by making sure it makes sense to Matthew. It sounds good, right? Thanking them for that. And you know, the beauty of it is they're gonna say that you're one of the nicest people they ever spoke to on the phone. And you should be hearing that about 80% of the calls, regardless of the outcome. And then you know that you're doing things correctly. And that's how you get promoted because you're not mucking up and angling and turning in bad numbers. It's pure. And they'll start using your calls Matthew, in training sessions as an example for others. And do me a favor, take the compliment. I know that you've risen before in other endeavors, but if this is something new for you and you rise fast like I did, because I didn't fall into traps, I was pure. Passion for Collecting Pinball Machines and Jukeboxes You know, I'm a collector of classic pinball machines. Do you remember the old retro arcades with Pac-Man and pinball? Yes, yes indeed. Five bucks would have to last you a whole weekend. Good old days. I loved it and I'm a collector. Behind me is a beautiful 1961 Ricola Regis. I own five other jukeboxes and I collect pinball machines. My oldest one's a 1970 Bally's Camelot, and the newest is a 94 Last Action Hero, Data East. I have everything in between. And I love the restoration and the play fields, especially the ones from the 70s and earlier, because it's painted wood. And the marquees are beautiful. And you're gonna call me crazy, just like the movie Christine with Stephen King, I believe that these machines have electromagnetic energy. Do you know how many people fell in love in front of this jukebox in the 60s, 70s and 80s, 90s or wherever? But especially when she pressed me. It's a beautiful thing. It's a memory. And so when they're in my possession, my favorite thing is to clean them and to look up different products that can keep them restored and watch the wood. The Secret to Success: Dedicated Practice and Perseverance That's all right. And as I say, certain things go through stages. I had certain checkpoints. So I knew I was doing the right thing and I was getting reinforcement, getting better at it. You know what the real secret is? And I think you get it. It's the dedicated practice. If you really want to win something, you just don't put in the average time like in school or like in work. It's the extra of learning, doing, preparing. And that's how you win and go the distance. And I realized that I might not be the smartest, Definitely not the best looking, but there's a very, very good chance by default, I could be the last man standing. And that's the Philly way. We have all of our champions in all different mediums and verticals, just doesn't have to be in boxing and in athletics. We have our Philly pride. And we back it up and we step up. And if we're not doing it right, our friends are gonna call the balls and the strikes and tease you or grill you about it. The one thing we don't do is stop. I've never really seen that crash and burn. I've seen us maybe lose our focus and direction and start to swing it in that way, but the heart never goes away. https://youtu.be/_IJeEuqfnSI https://youtu.be/cLq80fQCZlU?si=67XKyv0diwawCUZM https://youtu.be/nLULpx8yvhg https://youtu.be/ND0Xo4mDGP4 https://youtu.be/2G279lwKKuE https://youtu.be/htZLIfDRZfU https://youtu.be/xSYsitMlk1s https://youtu.be/TSYIfZaNwag Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #Day&nightpodcast #MatthewTompkns #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow

they might refer you to five of their friends that call you specifically uh you might get an upsell and how about this and you work at a call center you'll get a positive escalation which means that they'll ask to speak to your supervisor to let you know how amazing Matthew was well what did he do he was just courteous and he listened and he took notes and he repeated what I said so I didn't have to repeat it he when I was stressed he let me know that to thank me for sharing it and that he understood my position and to allow him to to work on it and to make it right and so his average talk time is eight minutes he was on the call for 12 minutes yes but look at the sort of support that this man did to retain this client and get her friends and now she's talking to the supervisor and she'll never go away she'll be there forever and and then when our friend Matthew gets off the phone and has you know his break time with his other agents. why because I have no idea who this person is but I will allow them to see the fact that I believe in myself believe in my company and I'm not going to do it the whole call because that might upset you but at least I will in the beginning try to anchor on a certain tone that can wiggle a little bit but at least be courteous and listening expecting somebody especially on a retention call to understand their position and thank you for sharing that for me man that should be part of the Apple you're biting when you're juggling.there should be the top five or btal you should be able to do in six languages you should be prepared for this there are tell signs with these people and so you my friend don't be complacent on these calls

Passion for Collecting Pinball Machines and Jukeboxes.

The Day & Night Podcast. A Zoom meeting invitation with Matthew Tompkns and CEO Richard Blank. Looking for an entertaining and informative podcast to listen to? Look no further! Day & Night Podcast is your go-to source for engaging content that will keep you hooked. Tune in to explore fascinating topics and discover new perspectives. Day & Night Podcast covers a wide range of subjects, including current events, pop culture, and personal growth? It's the perfect podcast for those who love diverse and thought-provoking discussions. Join us as we dive deep into captivating topics that matter. #DayAndNightPodcast #currentevents #popculture #personalgrowth #thoughtprovoking Commitment to Education Through Family Legacy If I'm gonna make a four, in my case, a five-year investment in college, I just can't study something and then sell real estate. I mean, a lot of my friends have film degrees and never did something with it. I need to go all the way on something. And so my argument to my parents was that my grandparents came from Europe at the turn of the 20th. They learned a second language and started. So allow me to build on this sort of, momentum of our family lineage of taking chances and following through and exploring new things. Financial Insights for Moving Abroad So I'm going to kind of jump back to Costa Rica. So as far as the, like I'm retired military. So if I was to decide to move, I don't know how that would work as far as with retired pay and disability and Was it a big change as far as income-wise, moving from the state to Costa Rica? That's a very good question. How did you adjust that? I was in a very specific circumstances. My company is inscribed in the United States. I'm paying US taxes and I do banking there, but I also have a bona fide residency. So I was tax exempt for well over $100,000. And it's very nice because you have certain business expenses and plus, you know, living abroad, you know, your first hundred grand is tax free. And that's a wonderful thing. And the cost of living here, depending on how you want to live, is about a third of the states. Fortes Fortuna Juvat And I just want your audience to be bold and brave. You know the expression, you know, fortune favors the brave. And if you have a desire and you get these people that give you this reinforcement, you might need to take that chance. The worst thing ever is to live with regret. Be very responsible with your family and finances. But remember, 40 hours is part-time, 80 hours is a full-time gig. And if you can find the time to squeeze in there like you and I did this weekend, because we have very good time management in between our parties and fun, we still found it important enough, interesting enough to be here today And that's another lesson. It's a self-wrap to share with your audience. It just doesn't have to be during business hours. The people that really go above and beyond are the ones that find ways to meet in the middle. Leadership and Trust: Lessons from 'The Warriors' And that's the stuff you can't do with money or threats or fear or leverage. These are the people that decide to stand and rise and walk with you. And there are many ways. And here's the skinny. It's not the time when you meet in boy's town on that field to duke it out. There's a hundred wins that you had before that to get the people to show up to go with you. Kind of like the movie, The Warriors. Oh, my favorite movie of all time. Yeah, The Warriors. Those were specifically chosen warriors to go see Cyrus and go to that event. And so you can't think and see today. You have to realize the army, the mindset, the preparation and dedication that got you to that point. And the older you get, the more you see it because you see the patterns and you have the luxury of track records. But if you happen to be young, then give the benefit of the doubt and have faith in. And that's a nice thing to have. You may be disappointed from time to time, But I'd rather win more on having faith in people than not betting at all. And that's just the way that ball bounces, G. And I've learned that the hard way from time to time. Mastering Phone Conversations Like a Boxer And if you think, my friend, that you're gonna do a 10-minute call without them even answering, man, you're just walking through a desert with no oasis. I like 30-second checkpoints. A 10-minute call to me, Matthew, is 20 30-second phone calls. I buy 30 seconds of time. Don't tell me boxers don't change their style, lose their steam, get stronger, weaker in different rounds. I think angry Betty in the first two minutes could be sweet at the end, sweet in the beginning, angry at the end. And who knows what goes on in that crazy middle. But you and I are going to keep some distance and we're going to gauge and we're going to keep judging what's working, what's not working. And I'm going to tie it down by making sure it makes sense to Matthew. It sounds good, right? Thanking them for that. And you know, the beauty of it is they're gonna say that you're one of the nicest people they ever spoke to on the phone. And you should be hearing that about 80% of the calls, regardless of the outcome. And then you know that you're doing things correctly. And that's how you get promoted because you're not mucking up and angling and turning in bad numbers. It's pure. And they'll start using your calls Matthew, in training sessions as an example for others. And do me a favor, take the compliment. I know that you've risen before in other endeavors, but if this is something new for you and you rise fast like I did, because I didn't fall into traps, I was pure. Passion for Collecting Pinball Machines and Jukeboxes You know, I'm a collector of classic pinball machines. Do you remember the old retro arcades with Pac-Man and pinball? Yes, yes indeed. Five bucks would have to last you a whole weekend. Good old days. I loved it and I'm a collector. Behind me is a beautiful 1961 Ricola Regis. I own five other jukeboxes and I collect pinball machines. My oldest one's a 1970 Bally's Camelot, and the newest is a 94 Last Action Hero, Data East. I have everything in between. And I love the restoration and the play fields, especially the ones from the 70s and earlier, because it's painted wood. And the marquees are beautiful. And you're gonna call me crazy, just like the movie Christine with Stephen King, I believe that these machines have electromagnetic energy. Do you know how many people fell in love in front of this jukebox in the 60s, 70s and 80s, 90s or wherever? But especially when she pressed me. It's a beautiful thing. It's a memory. And so when they're in my possession, my favorite thing is to clean them and to look up different products that can keep them restored and watch the wood. https://youtu.be/_IJeEuqfnSI https://youtu.be/cLq80fQCZlU?si=67XKyv0diwawCUZM https://youtu.be/nLULpx8yvhg https://youtu.be/ND0Xo4mDGP4 https://youtu.be/2G279lwKKuE https://youtu.be/htZLIfDRZfU https://youtu.be/xSYsitMlk1s Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ #Day&nightpodcast #MatthewTompkns #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #BusinessConfidentialNow

The Secret to Success: Dedicated Practice and Perseverance That's all right. And as I say, certain things go through stages. I had certain checkpoints. So I knew I was doing the right thing and I was getting reinforcement, getting better at it. You know what the real secret is? And I think you get it. It's the dedicated practice. If you really want to win something, you just don't put in the average time like in school or like in work. It's the extra of learning, doing, preparing. And that's how you win and go the distance. And I realized that I might not be the smartest, Definitely not the best looking, but there's a very, very good chance by default, I could be the last man standing. And that's the Philly way. We have all of our champions in all different mediums and verticals, just doesn't have to be in boxing and in athletics. We have our Philly pride. And we back it up and we step up. And if we're not doing it right, our friends are gonna call the balls and the strikes and tease you or grill you about it. The one thing we don't do is stop. I've never really seen that crash and burn. I've seen us maybe lose our focus and direction and start to swing it in that way, but the heart never goes away. they might refer you to five of their friends that call you specifically uh you might get an upsell and how about this and you work at a call center you'll get a positive escalation which means that they'll ask to speak to your supervisor to let you know how amazing Matthew was well what did he do he was just courteous and he listened and he took notes and he repeated what I said so I didn't have to repeat it he when I was stressed he let me know that to thank me for sharing it and that he understood my position and to allow him to to work on it and to make it right and so his average talk time is eight minutes he was on the call for 12 minutes yes but look at the sort of support that this man did to retain this client and get her friends and now she's talking to the supervisor and she'll never go away she'll be there forever and and then when our friend Matthew gets off the phone and has you know his break time with his other agents. why because I have no idea who this person is but I will allow them to see the fact that I believe in myself believe in my company and I'm not going to do it the whole call because that might upset you but at least I will in the beginning try to anchor on a certain tone that can wiggle a little bit but at least be courteous and listening expecting somebody especially on a retention call to understand their position and thank you for sharing that for me man that should be part of the Apple you're biting when you're juggling.there should be the top five or btal you should be able to do in six languages you should be prepared for this there are tell signs with these people and so you my friend don't be complacent on these calls