Unlike what we've seen in the movies, most call centers do not sell stocks in a boiler room.
Richard Blank: All right. Tell us, so you went to Costa Rica? Mm-hmm. , you're teaching English? Mm-hmm. . Okay. Because you're fluent in Spanish. Okay. Yes. Somebody is running, uh, a nearshore call center. Correct. And you're, and you're engaged with them. You help them for four years. So you learn the business, you don't learn the tricks of the trade.
You learn the trade.
I sat with the people. There you go. The good and the bad. The happy and the sad. Good. Not bad. Bad. You know what I, you know, what I really learned by not being the C level executive from the start on, uh, empathy that the agents felt like they did not have their dignity, and a lot of them felt expendable or like a robot.
And so when you hear those sort of things, you do realize that people have lives outside of the office, which may affect their performance. So instead of just writing checks and just saying, you know, good morning. , I'll know your name. And as you can see, I have a gamification culture here. I collect Tim Ball juke boxes in AR arcade machine.
So I like to play games with the agents and let them let off steam and make friends. And so unlike what we've seen in the movies and we've all seen the Boiler Room Wolf of Wall Street and Glen Gary, there are some centers like that, but not all call centers sell stock or have that sort of assertive. On the phone, it doesn't match every sort of profile agent that you and I have hired.
So, you know, I think Hollywood glamorizes it. But yes, these individuals are very talented in speech. But to me, since English was their second language, I took that delicate sort of position and I really expanded on their vocabulary with a Thesaurus. Understanding the North American culture, their delivery, and you know, with being in the call center space, really focusing on quality assurance so we can listen to their calls, we can grade their calls and really focus on the soft
Don Williams: skills.
Yeah, absolutely. And again, it's a people business. The soft skills make all the difference, you know, in what happens. So, um,
The Proven Entrepreneur 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. Don Williams discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading.Richard joins The Proven Entrepreneur to talk about his inspiring entrepreneurial journey. Learn why he wanted to pursue call centers and his unique cultural approach to this business. Discover how you can become a transformational leader just like him in this informative conversation. Richard Blank flew overseas to teach English at Costa Rica’s Call Center. Little did he know he would become the CEO of that very call center. This position pushed him to take some time to learn the ins and outs of the business. He got to know each and every agent personally. Most importantly, he created a great working culture for everybody. Figure out how he did these things today!
The Proven Entrepreneur podcast is to help others, help others. Most of the time Don fulfills that mission in a business environment. He helps people grow sales, improve customer experience and company culture and lead like rock stars.Don Williams hosts the Proven Entrepreneur Show. Don’s guests are Proven Entrepreneurs who share their real-life success stories. Their stories will inspire you. And their experiences will help you and your business be more successful.Don has helped 100’s of Companies with Marketing, Sales, Customer Experience, Culture and Leadership. The simple formula for success is:Ask for Help,Learn Something New,Act on What You Learned. Don can help you and your business too!
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.
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