The future of second languages Inside BS Show bilingual guest Richard Blank.
Dave Lorenzo: Great. It used to be a novelty. Now it is essential. And this is the conversation that we have with our kids. This is the conversation I have with anybody who's willing to listen because it's the you're you're in the next 10 years, 65, 70% of, uh, of our country is going to. Uh, folks who speak in other language and the majority of those folks will probably be Spanish speaking.
So, you know, I think that you are providing a great service because it's gonna be a competitive advantage, cuz you can probably do it better and less expensive than we could do it here in the United States. And I think that your agents who are, who are taking calls from the United States will probably be taking an equal number of calls in English and Spanish in 15 years from customer.
I, I just, I see it happening very interesting.
Richard Blank: You, you bring that up because the certain key performance indicator that KPI is talk time and also conversion ratios. There's two metrics that are increased by at least 20%. When you're on a phone, speaking in Spanish with a client, the call goes longer. They make less calls that day, but their conversion ratio is higher.
Obviously it's their native tongue. Or as you were mentioning about certain de details and certain mannerisms that people use. They might be able to connect better with somebody on the phone, speaking Spanish. I, I almost see it as like Popeye with spinach. Once they switch over to Spanish, all of a sudden they're calling you Don Davi they're though.
And these are the sort of things where I can tell in regards to their tone and their rate and their pitch, they're pausing and they're pregnant pausing and their follow up tie down questions that they're extremely comfortable, not only with the conversation, but with. Client that they've only met just five minutes ago.
They've already figured out 12 different things in common. So their me too technique is off the roof.
Inside BS Show has accepted my invitation to join your audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dave Lorenzo discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and 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.