Advice for Selecting a Call Center.

The B2B Influence Podcast. The Importance of Relationship-Building in Telesales with Richard Blank Are you a leader making waves in the B2B marketing space? The B2B Influence podcast is an exclusive platform designed to spotlight exceptional individuals driving innovation, growth, and transformation in industries that market to small and mid-sized businesses. This is your opportunity to share your story, showcase your achievements, and connect with a highly engaged audience of industry peers and decision-makers. At The B2B Influence Podcast, we showcase the brilliance, values, and strategies of B2B industry leaders who are shaping the future. Our podcast spotlights trailblazers who are redefining how businesses market to small and mid-sized companies, setting new standards in innovation, transparency, and growth. Whether you’re a marketing executive, a data analytics expert, or a business leader with a vision, this is the podcast for you. Join us as we celebrate the achievements of industry pioneers and uncover actionable insights to fuel your success. In this episode of The Marketing Vanguard: Leading Voices in B2B Innovation, Paula Chiocchi interviews the President, CEO, and Bilingual Telemarketing Trainer of Costa Rica's Call Center, Richard Blank. Richard explores the crucial role of call centers in the marketing-to-sales pipeline, emphasizing the importance of human connection and empathy in telemarketing. Richard discusses balancing inbound and outbound calls, the significance of soft skills, and the operational challenges of converting leads. He advocates for quality interactions over quantity, effective follow-up, and maintaining realistic expectations. Richard underscores the enduring value of personal connections in customer service and telemarketing. Paula Chiocchi, president and CEO of Outward Media, Inc. (OMI), is a marketing industry veteran whose mission is to help businesses realize their full potential by effectively reaching their target audiences and converting more prospects into customers. Advice for Selecting a Call Center What kind of advice would you give for people in searching for a call center, whether outbound or inbound? Good cop and bad cop. Let's go bad cop first. You got to make sure that they are a company that follows all legal laws. I follow all business and banking laws in the United States with my company that's out of Florida. They in turn hire my company in Costa Rica, which follows all the labor laws here. I'm not going to be a fall guy for anybody. I'm a guest here. I have to pay the Caja. I got to do the Aguinaldo. I got to pay everything. And it costs money to run a business overseas. There's benefits to it. But then again, I'm not here to hide away. Google me https://youtu.be/bzJze5vXiuM https://youtu.be/yIF8TGySqIA Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ The B2B Influence PodcastPaula Chiocchi, The Marketing Vanguard, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending As a B2B business leader and data innovator my work has led to dramatic increases in both revenue and digital marketing campaign ROI for hundreds of Fortune 2000 and midmarket firms. I’ve driven nearly $300 million in revenue for a single Fortune 500 client in one year. My priority is to deliver more desirable business outcomes -- using accurate high-quality data to fuel success for Omni-channel digital marketing campaigns. OMI’s mission is to turn data into revenue and results. We use our database of more than 20+ million businesses and 145+ million B2BC contacts—which include email addresses and digital IDs backed by the industry’s first 95% email validity guarantee. Since 1998, I’ve made a name for myself as an award-winning B2B marketing innovator – and the driving force behind the world’s largest SMB database. The fast pace of business has been a constant in my career. That’s why it’s been important for me to create balance. My love of Asian art has influenced a Zen attitude that drives my approach to problem solving in both my business and my personal life. The philosophy I share with my team and business partners and clients is to speak up when something isn’t right so that, together, we can fix it. As a military brat, I was exposed to many places, peoples and cultures. That stopped at 21 with the death of my father. Still in college, I helped my mother reengineer her life and learned self-reliance and responsibility that cannot be taught in a classroom. Running a business is exhilarating but also filled with challenges. So, sharing my expertise and the lessons I’ve learned is important to me. I take every opportunity to mentor new entrepreneurs and those just getting started in their careers--to give them advice and encouragement and guide them on a path to success. It’s also why I write: for our company blog, Forbes Advisory Circle, and other outlets. If you could ask me one thing, what would that be? Take a moment and message me. Paula Chiocchi, CEO and founder of OMI, is an award-winning marketing industry veteran whose mission is to help businesses realize their full potential by effectively reaching their target audiences and converting more prospects into customers. Under her direction, OMI provides Fortune 1000 firms and other clients fresh, accurate contact data to fuel outbound marketing initiatives and drive sales and profits. An expert and innovator in multi-channel marketing data, Paula has established OMI as a leader in comprehensive email campaign management services. Along with her growing team, her goal is to assist clients in successfully navigating the complex email channel by offering hands-on guidance combined with the highest levels of email deliverability and marketing ROI. Paula began her career with Dun & Bradstreet and developed her skills by creating direct mail, online advertising and email campaigns for leading mortgage companies, financial institutions, telecom, software, online gaming sites, sweepstakes enterprises and e-commerce companies. Our Story If a business wants to grow, it needs to find new customers. Since our founding in 1998, OMI has been dedicated to empowering companies to do just that. Connect with your ideal prospects using our high-quality B2B2C data. Add accuracy, precision targeting, and scale to your modern digital marketing initiatives. Our Data Our master B2B database contains omni-channel marketing data including verified business email addresses with 95% validity, on average. Leveraging multiple data sources and proprietary matching and quality algorithms, we provide the freshest contact data in the industry to ensure you achieve optimal marketing results. Under her direction, OMI provides Fortune 1000 firms and other clients fresh, accurate contact data to fuel outbound marketing initiatives and drive sales and profits. An expert and innovator in multi-channel marketing data, Paula has established OMI as a leader in comprehensive email campaign management services. Along with her growing team, her goal is to assist clients in successfully navigating the complex email channel by offering hands-on guidance combined with the highest levels of email deliverability and marketing ROI. Paula began her career with Dun & Bradstreet and developed her skills by creating direct mail, online advertising and email campaigns for leading mortgage companies, financial institutions, telecom, software, online gaming sites, sweepstakes enterprises and e-commerce companies. 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. 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/ #TheB2BInfluencePodcast #PaulaChiocchi #TheMarketingVanguard #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest The Value of Personal Touch in Customer Service And so when we used to leave very detailed voice messages, And do really good tailor made emails. We almost not only matched a conversion ratio but sometimes exceeded it because more people prefer that non voice so we almost had to make that sort of adjustment and then went into other sort of phone call so That's the way that I see it. But it is a means to an end. And people like myself, I would rather call you than text. And if I'm calling a company, I'm going to press zero so I can speak with somebody. And so I do believe that there will be a market for my type of services. I think there is, right? Yeah. Look what Hollywood did. They all hate telemarketers. Do you hate us more than used car salesmen? Look what they've done to us. But think about customer service. I had an experience recently where I bought something and it didn't get delivered and then they wouldn't answer the emails. There was no chat. There was no phone number. And it was a less expensive price than another website, but I didn't get any service. So I canceled and I paid more at a different website because there was some service involved in it. Sometimes people want to talk to somebody, at least I do. Handling Difficult Calls with Empathy And I've also learned that if you allow somebody to vent, remember the cartoons when steam would go out of someone's ears? I do. I have a profanity rule. If they curse at you, Paula, they get a warning. They do it a second time, you can hang up. But if they're venting and they're getting it out, I'll let you do it. And then I'm going to give you some Philly guilt. I'm going to go, hey, Paolo, you done yet? You want to curse some more? And you go, Richard, I'm so sorry. I go, may we begin again? And you say, yes, we may. And then look at that sort of foundation. Now you have a client for life. And that's how you're training your people. It's maturity. Yeah. You can't take it personal. And you think about it. You're speaking to someone's worst day. Something broke. For an example, we work with a law firm. So we do level one intake coordinators for wrongful termination and disability. So imagine that extended empathy when people are calling us after they've been fired. And so we can cradle these calls. And I think those specific soft skills are the things some people might be lacking today. Introduction and Impact of Call Centers Hi, this is Paula Kiyoki. I'm the CEO and founder of Outward Media. We go by OMI. And this is the Marketing Vanguard Leading Voices in B2B Innovation podcast. Today, we are fortunate to have Richard Blank. Richard is the president and bilingual, I want to get this right, bilingual telemarketing trainer at the Costa Rica Call Center. Welcome, Richard. So happy to be with you and your audience today. And I was just telling Richard that I'm jealous that I haven't been to Costa Rica. So Richard's an expert in all things telemarketing, telemarketing and call centers. And so we're going to ask him a few questions today and get his expertise. Richard, at what point in the marketing to sales pipeline do you see call centers having the greatest impact? And how do you define that sweet spot between MQL and SQL? Well, I believe that A.I., a computer can never replace empathy. They can't give you a hug. And so you will use it for gathering and to make things easier, bring it to the 10 yard line, so to speak. But you and I need to bring that ball into the end zone.

The B2B Influence Podcast. The Importance of Relationship-Building in Te...

The B2B Influence Podcast by The Marketing Vanguard. The Importance of Relationship-Building in Telemarketing with Richard Blank Are you a leader making waves in the B2B marketing space? The B2B Influence podcast is an exclusive platform designed to spotlight exceptional individuals driving innovation, growth, and transformation in industries that market to small and mid-sized businesses.This is your opportunity to share your story, showcase your achievements, and connect with a highly engaged audience of industry peers and decision-makers. At The B2B Influence Podcast, we showcase the brilliance, values, and strategies of B2B industry leaders who are shaping the future. Our podcast spotlights trailblazers who are redefining how businesses market to small and mid-sized companies, setting new standards in innovation, transparency, and growth. Whether you’re a marketing executive, a data analytics expert, or a business leader with a vision, this is the podcast for you. Join us as we celebrate the achievements of industry pioneers and uncover actionable insights to fuel your success. In this episode of The Marketing Vanguard: Leading Voices in B2B Innovation, Paula Chiocchi interviews the President, CEO, and Bilingual Telemarketing Trainer of Costa Rica's Call Center, Richard Blank. Richard explores the crucial role of call centers in the marketing-to-sales pipeline, emphasizing the importance of human connection and empathy in telemarketing. Richard discusses balancing inbound and outbound calls, the significance of soft skills, and the operational challenges of converting leads. He advocates for quality interactions over quantity, effective follow-up, and maintaining realistic expectations. Richard underscores the enduring value of personal connections in customer service and telemarketing. Paula Chiocchi, president and CEO of Outward Media, Inc. (OMI), is a marketing industry veteran whose mission is to help businesses realize their full potential by effectively reaching their target audiences and converting more prospects into customers. https://youtu.be/bzJze5vXiuM Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ The B2B Influence PodcastPaula Chiocchi, The Marketing Vanguard, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending As a B2B business leader and data innovator my work has led to dramatic increases in both revenue and digital marketing campaign ROI for hundreds of Fortune 2000 and midmarket firms. I’ve driven nearly $300 million in revenue for a single Fortune 500 client in one year. My priority is to deliver more desirable business outcomes -- using accurate high-quality data to fuel success for Omni-channel digital marketing campaigns. OMI’s mission is to turn data into revenue and results. We use our database of more than 20+ million businesses and 145+ million B2BC contacts—which include email addresses and digital IDs backed by the industry’s first 95% email validity guarantee. Since 1998, I’ve made a name for myself as an award-winning B2B marketing innovator – and the driving force behind the world’s largest SMB database. The fast pace of business has been a constant in my career. That’s why it’s been important for me to create balance. My love of Asian art has influenced a Zen attitude that drives my approach to problem solving in both my business and my personal life. The philosophy I share with my team and business partners and clients is to speak up when something isn’t right so that, together, we can fix it. As a military brat, I was exposed to many places, peoples and cultures. That stopped at 21 with the death of my father. Still in college, I helped my mother reengineer her life and learned self-reliance and responsibility that cannot be taught in a classroom. Running a business is exhilarating but also filled with challenges. So, sharing my expertise and the lessons I’ve learned is important to me. I take every opportunity to mentor new entrepreneurs and those just getting started in their careers--to give them advice and encouragement and guide them on a path to success. It’s also why I write: for our company blog, Forbes Advisory Circle, and other outlets. If you could ask me one thing, what would that be? Take a moment and message me. Paula Chiocchi, CEO and founder of OMI, is an award-winning marketing industry veteran whose mission is to help businesses realize their full potential by effectively reaching their target audiences and converting more prospects into customers. Under her direction, OMI provides Fortune 1000 firms and other clients fresh, accurate contact data to fuel outbound marketing initiatives and drive sales and profits. An expert and innovator in multi-channel marketing data, Paula has established OMI as a leader in comprehensive email campaign management services. Along with her growing team, her goal is to assist clients in successfully navigating the complex email channel by offering hands-on guidance combined with the highest levels of email deliverability and marketing ROI. Paula began her career with Dun & Bradstreet and developed her skills by creating direct mail, online advertising and email campaigns for leading mortgage companies, financial institutions, telecom, software, online gaming sites, sweepstakes enterprises and e-commerce companies. Our Story If a business wants to grow, it needs to find new customers. Since our founding in 1998, OMI has been dedicated to empowering companies to do just that. Connect with your ideal prospects using our high-quality B2B2C data. Add accuracy, precision targeting, and scale to your modern digital marketing initiatives. Our Data Our master B2B database contains omni-channel marketing data including verified business email addresses with 95% validity, on average. Leveraging multiple data sources and proprietary matching and quality algorithms, we provide the freshest contact data in the industry to ensure you achieve optimal marketing results. Under her direction, OMI provides Fortune 1000 firms and other clients fresh, accurate contact data to fuel outbound marketing initiatives and drive sales and profits. An expert and innovator in multi-channel marketing data, Paula has established OMI as a leader in comprehensive email campaign management services. Along with her growing team, her goal is to assist clients in successfully navigating the complex email channel by offering hands-on guidance combined with the highest levels of email deliverability and marketing ROI. Paula began her career with Dun & Bradstreet and developed her skills by creating direct mail, online advertising and email campaigns for leading mortgage companies, financial institutions, telecom, software, online gaming sites, sweepstakes enterprises and e-commerce companies. 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. 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/ #TheB2BInfluencePodcast #PaulaChiocchi #TheMarketingVanguard #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest

Garry Gary Beers INXS bassist performance video. "Shine Like The Sun" ro...

The Art of Speech as a Strategic Tool

The daily standup with lifetime value podcast. Episode 151 with special guest CEO Richard Blank. Your destination for Customer Success and Post-Sales content.Lifetime Value: The Customer Success Channel Episode 151: Amidst an AI surge, Richard Blank believes in language more than ever. Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art and strategy of communication 00:12:42 - Wrapping up: Time to make this a series! Creating a Positive Work Culture But Richard, you know what we do here? We ask one single question of every single one of our guests, and that is what is on your mind? When it comes to customer success, you might want to modify that a little bit to sit inside your wheelhouse. But what is that for you, Richard? Well, for me, I need to set the agents straight. I believe in a gamification culture, so I have a happy medium of pinball machines, Pac-Man, and air hockey. So at least when you're bonding, you're relaxing, letting off steam, and recharging batteries, you're not throwing swords on people on the phone. Misconceptions About Call Centers That is correct, Dylan. And do not be fooled on what Hollywood does. I do not do sports books, casinos, stocks, pharmacies, or sweepstakes. This is something where in a strict Catholic country, the agents can go home and tell their parents what they do for a living. The Art of Speech as a Strategic Tool I think we all often forget that this can just be a game that we play with our customers at times as seriously as we might take it as any Birds fan or Jets fan knows. You and I have a luxury trade. It's the art of speech. And it could be a game if someone feels manipulated. And if you want to persuade in a certain way that's too aggressive, I understand. But I think an assertive tone is wonderful. You can change vocabulary. Use the thesaurus. Stop saying help. It's assist. God lend a hand. No more excuse me. Say, for my clarification, you can fall on certain swords, readjusting tones. https://youtu.be/U8K_x9MYogA?si=5DgxuWNwtL5Z7NH1 https://youtu.be/3Y_hVFEU41g https://youtu.be/9-mAZcKXCy0 https://youtube.com/shorts/2OHDhmpw4oM https://youtu.be/g5qXweu3VjE Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Dillon Young, Jean-Pierre Frost, Rob Zambito, the daily standup, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Rob Zambito: TLDR: I build and scale customer success teams and GTM functions at startups. I specialize improving customer adoption, retention, expansion, and advocacy. Long version: I'm a three-time customer success leader and consultant with 10+ years startup experience and a track record in vertical SaaS and entrepreneurship more generally. My primary skill is in management of fast-growing CS teams, particularly those between seed and Series B stages. I focus on turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions, with the goal of getting companies from 0 to $25 million ARR. My operational specialties are in renewals, upsell, cross-sell, account management, onboarding, support, customer advocacy, business operations, and business intelligence. Shoot me a note if you're looking to improve gross margins or net revenue retention. My main professional interests are in consumer psychology and behavioral economics. I have a degree in these studies from University of Pennsylvania and still study them as often as I can. Outside of work, you can find me running, writing, cooking recipes from around the world, and learning languages. I'm currently practicing my Spanish and Arabic, so throw a few words my way if you're fluent! Jean-Pierre Frost: “Let the mind be enlarged...to the grandeur of the mysteries, and not the mysteries contracted to the narrowness of the mind”. Francis Bacon Why use the same 2 colors when today's palette has more choice than ever? I love red and black, but sometimes I need some blue, white, pink, or green. Just realized those are all Power Rangers colors, but I digress...the possibilities! I'm willing to bet I can help you utilize a suite of tools and features to make your vision a reality Nothing excites me like an aha! moment. When things start to click, we're in for the kind of ride Six Flags can only dream of. Ironically, I'd rather read a book than board a roller coaster, but that's because learning gives me a rush without a heart attack. Teaching is fun too, because it's another opportunity to learn if I stay open to the possibilities. I want to say let's discover what's possible together but that sounds like a credit card slogan or something. So I'll just say I'm dreaming big so I can live even bigger, until something more inspired chases me down! Dillon Young: Do you love watching your customers run into the arms of your competitors long before you've broken even on your CAC? Oh, you do? Then I guess we're all good here. But if you want your customers to: Onboard faster and more smoothly Renew more often Buy your other stuff along the way, and, Tell their industry friends how great you are Then I'm here for you I've worked at top tier fintechs like mortgage techs Maxwell Financial Labs and LoanLogics, depository and pricing tech like Nomis Solutions, as well as recruiting / ATS tech co's like Thrive TRM and Apploi. Along the way, I've achieved: Average onboarding speed under 30 days Historical NRR averaging 110%+ Successful rescue of over $10mil in at-risk ACV while the 2022-23 mortgage market blew up around us Built revenue-driving Voice of the Customer programs 3x Yep, I can hear you already. "That's cool, Dillon. But what do your clients and colleagues have to say about working with you?" I thought you'd never ask: "Dillon's intuition for customer experience combined with operational chops makes him a slam dunk." Bryan Traeger, VP of Customer Success at Maxwell Financial Labs "Dillon's depth of knowledge is evident from the first conversation, and the results speak for themselves." Johnathan Bant, SVP of Global Sales at Nomis Solutions Are you still there? Then we may be a perfect fit for one another. Drop me a DM if you're looking for the revenue fixer who can: Get your customers live, engaged, and PAYING faster Plug the hole in your leaky post sales bucket While finding the money in your happy-customer-couch-cushions Generate cheaper, warmer intros to customers that walk and talk like the ones you already have 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. 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/ #DillonYoung #JeanPierreFrost #RobZambito #thedailystandup #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest

The daily standup with lifetime value podcast. Episode 151 short clip #b...

Misconceptions About Call Centers

The daily standup with lifetime value podcast. Episode 151 with special guest CEO Richard Blank. Your destination for Customer Success and Post-Sales content.Lifetime Value: The Customer Success Channel Episode 151: Amidst an AI surge, Richard Blank believes in language more than ever. Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art and strategy of communication 00:12:42 - Wrapping up: Time to make this a series! Creating a Positive Work Culture But Richard, you know what we do here? We ask one single question of every single one of our guests, and that is what is on your mind? When it comes to customer success, you might want to modify that a little bit to sit inside your wheelhouse. But what is that for you, Richard? Well, for me, I need to set the agents straight. I believe in a gamification culture, so I have a happy medium of pinball machines, Pac-Man, and air hockey. So at least when you're bonding, you're relaxing, letting off steam, and recharging batteries, you're not throwing swords on people on the phone. Misconceptions About Call Centers That is correct, Dylan. And do not be fooled on what Hollywood does. I do not do sports books, casinos, stocks, pharmacies, or sweepstakes. This is something where in a strict Catholic country, the agents can go home and tell their parents what they do for a living. https://youtu.be/U8K_x9MYogA?si=5DgxuWNwtL5Z7NH1 https://youtu.be/3Y_hVFEU41g https://youtu.be/9-mAZcKXCy0 Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Dillon Young, Jean-Pierre Frost, Rob Zambito, the daily standup, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending Rob Zambito: TLDR: I build and scale customer success teams and GTM functions at startups. I specialize improving customer adoption, retention, expansion, and advocacy. Long version: I'm a three-time customer success leader and consultant with 10+ years startup experience and a track record in vertical SaaS and entrepreneurship more generally. My primary skill is in management of fast-growing CS teams, particularly those between seed and Series B stages. I focus on turning customer success teams from cost centers to highly scaled, proactive revenue-generating expansion functions, with the goal of getting companies from 0 to $25 million ARR. My operational specialties are in renewals, upsell, cross-sell, account management, onboarding, support, customer advocacy, business operations, and business intelligence. Shoot me a note if you're looking to improve gross margins or net revenue retention. My main professional interests are in consumer psychology and behavioral economics. I have a degree in these studies from University of Pennsylvania and still study them as often as I can. Outside of work, you can find me running, writing, cooking recipes from around the world, and learning languages. I'm currently practicing my Spanish and Arabic, so throw a few words my way if you're fluent! Jean-Pierre Frost: “Let the mind be enlarged...to the grandeur of the mysteries, and not the mysteries contracted to the narrowness of the mind”. Francis Bacon Why use the same 2 colors when today's palette has more choice than ever? I love red and black, but sometimes I need some blue, white, pink, or green. Just realized those are all Power Rangers colors, but I digress...the possibilities! I'm willing to bet I can help you utilize a suite of tools and features to make your vision a reality Nothing excites me like an aha! moment. When things start to click, we're in for the kind of ride Six Flags can only dream of. Ironically, I'd rather read a book than board a roller coaster, but that's because learning gives me a rush without a heart attack. Teaching is fun too, because it's another opportunity to learn if I stay open to the possibilities. I want to say let's discover what's possible together but that sounds like a credit card slogan or something. So I'll just say I'm dreaming big so I can live even bigger, until something more inspired chases me down! Dillon Young: Do you love watching your customers run into the arms of your competitors long before you've broken even on your CAC? Oh, you do? Then I guess we're all good here. But if you want your customers to: Onboard faster and more smoothly Renew more often Buy your other stuff along the way, and, Tell their industry friends how great you are Then I'm here for you I've worked at top tier fintechs like mortgage techs Maxwell Financial Labs and LoanLogics, depository and pricing tech like Nomis Solutions, as well as recruiting / ATS tech co's like Thrive TRM and Apploi. Along the way, I've achieved: Average onboarding speed under 30 days Historical NRR averaging 110%+ Successful rescue of over $10mil in at-risk ACV while the 2022-23 mortgage market blew up around us Built revenue-driving Voice of the Customer programs 3x Yep, I can hear you already. "That's cool, Dillon. But what do your clients and colleagues have to say about working with you?" I thought you'd never ask: "Dillon's intuition for customer experience combined with operational chops makes him a slam dunk." Bryan Traeger, VP of Customer Success at Maxwell Financial Labs "Dillon's depth of knowledge is evident from the first conversation, and the results speak for themselves." Johnathan Bant, SVP of Global Sales at Nomis Solutions Are you still there? Then we may be a perfect fit for one another. Drop me a DM if you're looking for the revenue fixer who can: Get your customers live, engaged, and PAYING faster Plug the hole in your leaky post sales bucket While finding the money in your happy-customer-couch-cushions Generate cheaper, warmer intros to customers that walk and talk like the ones you already have 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. 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/ #DillonYoung #JeanPierreFrost #RobZambito #thedailystandup #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #trend #trending #listennow #subscribe #podcastclip #podcastvideo #videopodcasting #podcastguest The Art of Speech as a Strategic Tool I think we all often forget that this can just be a game that we play with our customers at times as seriously as we might take it as any Birds fan or Jets fan knows. You and I have a luxury trade. It's the art of speech. And it could be a game if someone feels manipulated. And if you want to persuade in a certain way that's too aggressive, I understand. But I think an assertive tone is wonderful. You can change vocabulary. Use the thesaurus. Stop saying help. It's assist. God lend a hand. No more excuse me. Say, for my clarification, you can fall on certain swords, readjusting tones.