richard blank (richardblank)
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FIRST CONTACT NOBELBIZ PODCAST-Richard Blank’s CEO of Costa Rica's Call Center ENTREPRENEUR journey!
Christian: One of the things that you’ve said before, is nobody guarantees time, you have to earn it. You’ve also talked about the 30 seconds rule. I know we’ve elaborated a little bit on some of the secret sauce that you were talking about earlier. But why 30 seconds? And you know, what do you have to do to earn that time? Richard: You have to be sincere, and have no surprises. If you want to use a technique, then I would listen twice more than speak so at least you can lead the conversation on. Focus on the pronoun But if you’re asking me to speak, I think you do one or two things: I always believe in name-drops to keep your attention. So I would say Christian, the next point I’m making, if you’re not going to say ‘Christian’ five times in one minute, then I think you should focus on the pronoun. So at least every sentence, I can say ‘you’re/your’ and do about a quarter second slide on that. Because I can’t see you. I can’t see you nodding right now, I have to ensure that my communication and the best words to use is your name or the pronoun which is still you to keep your attention for the 30 seconds because we’re going to zone out. I mean, we’ve been almost conditioned to listen to things in sound bites, so at least what I’ll try to do is bring you in, ask a question and tie it down. So I’ll take 30 seconds. And what I will try to do once again is to allow you to lead the conversation, I will make suggestions, I will actively listen, I’ll be your greatest fan. But I will also do a form of manipulation in order for you to once again control this conversation. So I know when to ask you a question or keeping my mouth shut. The structure of a conversation Quality assurance is graded on so many KPIs depending on the client in the form of the speech. I give the most points, Christian, when the client says your name, the simple structure of a conversation is an introduction, a body, and a conclusion for anything.
Monday, 08-Aug-22 10:58:52 PDT from web -
FIRST CONTACT NOBELBIZ PODCAST-Richard Blank’s CEO of Costa Rica's Call Center B2B Tips and Strategy
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 over 5000 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 telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique jukeboxes in Central America, making gamification a strong part of CCC’s culture. Rhetoric and Phonetic Delivery: The Secret sauce of a Phone Call Phonetic: a term ‘representing the sounds and other phenomena of speech’ (Merriam Webster Dictionary). Why is this useful in the realm of call centers? Phonetic is a great contact center tool a fundamental part of good customer service, one that is designed to clarify communication part of a trainer’s toolkit. Rhetoric: ‘the art of speaking or writing effectively’ (Merriam Webster Dictionary. In combining these two, you get the combination that prove itself to be very helpful in coaching and has a lot more benefits than just clearing up conversations. When a call center agent is paying attention to details, like introductions and descriptions. Christian: One of the things, Richard, that you’ve said before is about integrating rhetoric and phonetic delivery and trainings, what is the methodology behind that that makes it unique? Richard: It’s my favorite question and my secret sauce. And since you and I are friends, I’m definitely going to share it with you and your audience. My communication with you was from an email after I listened to so many of your podcast, I was inspired to write you Anda wrote me back. And if it wasn’t for her, I wouldn’t be here today with you. So when people think, well, you probably just got Christian directly. No, no, I most certainly did not. In fact, I communicated with Anda about four times prior to you and I am reaching out on LinkedIn and then meeting today, not like we weren’t excited to meet one another. But once again, there are certain channels and individuals in organizations that are in charge of these things. So I learned a very big lesson with NobelBiz as well. I also believe that a positive verbal escalation is important. That’s why in the beginning of the podcast, I made sure that everybody involved was thanked and, you know, once again writing it, I think that would separate you from any other company that’s contacting that individual. And they will see how you work prior to a contract. So those are the sort of initial soft skills that I would talk about in let’s say, the first 15 seconds of a call, especially when you have your anonymity in the beginning, and you say the name of the company in a certain way that sounds great, you can almost get somebody out of that. The balance of a phone call I also talked about a certain sort of balance in the call. And I follow through with phonetics, that simple form of micro expression reading, you can usually read somebody’s body language. So since we don’t have the luxury of sight here, I decided that our other senses should be expanded. I believe that we should expand our rhetoric regarding our descriptions. And I also think our hearing should be expanded five times. On the phone, you can’t taste, touch or smell. So once again, you’re in a controlled environment, it should be expanded, you just know how to tap into it. So this is the code that I think I cracked after 21 years in this industry. I have a phonetic lesson that I would like to share with you, one that can be manipulated, but then I have the ultimate lesson that I think is indisputable. Phonetics: tone, rate, pitch, duration Let’s begin with phonetics. The first four sections of phonetics are tone, rate, pitch, and duration. The tone represents your emotion. In my opinion, it should always be confident and empathetic, like a doctor, like a lawyer or your caring parent that will tell you that everything is going to be okay. In focus groups studies, you need a consistent variable to see inconsistencies, I believe that your tone should always be confident and empathetic. You should match the client when they’re like that, but don’t match them if they’re in a bad mood, they’re angry or pessimistic. Now here’s the part where you’d be able to mirror image your client I believe. And I brought some props to a party like this, my third grade teacher be proud, I gave you a simple XY chart, because this is how we’re going to be working here.
Monday, 08-Aug-22 10:57:18 PDT from web -
FIRST CONTACT STORIES OF THE CALL CENTER PODCAST- RICHARD BLANK TELEMARKETING CALL CENTER EXPERT.
This is episode 2 of the third season of First Contact. 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 over 5000 employees for one of the larger call centers in San Jose. With a mix of motivational public speaking styles backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique jukeboxes in Central America, making gamification a strong part of CCC’s culture. So I learned a very big lesson with NobelBiz as well. I also believe that a positive verbal escalation is important. That’s why in the beginning of the podcast, I made sure that everybody involved was thanked and, you know, once again writing it, I think that would separate you from any other company that’s contacting that individual. And they will see how you work prior to a contract. So those are the sort of initial soft skills that I would talk about in let’s say, the first 15 seconds of a call, especially when you have your anonymity in the beginning, and you say the name of the company in a certain way that sounds great, you can almost get somebody out of that. The balance of a phone call I also talked about a certain sort of balance in the call. And I follow through with phonetics, that simple form of micro expression reading, you can usually read somebody’s body language. So since we don’t have the luxury of sight here, I decided that our other senses should be expanded. I believe that we should expand our rhetoric regarding our descriptions. And I also think our hearing should be expanded five times. On the phone, you can’t taste, touch or smell. So once again, you’re in a controlled environment, it should be expanded, you just know how to tap into it. So this is the code that I think I cracked after 21 years in this industry. I have a phonetic lesson that I would like to share with you, one that can be manipulated, but then I have the ultimate lesson that I think is indisputable. Phonetics: tone, rate, pitch, duration Let’s begin with phonetics. The first four sections of phonetics are tone, rate, pitch, and duration. The tone represents your emotion. In my opinion, it should always be confident and empathetic, like a doctor, like a lawyer or your caring parent that will tell you that everything is going to be okay. In focus groups studies, you need a consistent variable to see inconsistencies, I believe that your tone should always be confident and empathetic. You should match the client when they’re like that, but don’t match them if they’re in a bad mood, they’re angry or pessimistic. Now here’s the part where you’d be able to mirror image your client I believe. And I brought some props to a party like this, my third grade teacher be proud, I gave you a simple XY chart, because this is how we’re going to be working here. Your pitch here represent your speaking level. And you could be screaming at me, you could be whispering. Your rate here is how fast you speak and how slow you speak. And you can generally, it’s like eighth grade pre-algebra. You can control your tone, you can control your pitch and your rate of speech. The one thing I believe subconsciously that you cannot control consistently is your answering speed. And consistently with the work that I’m doing on the CRM, I could be active listening, I could be also typing. But after about three weeks of paying attention to this XY chart that you’re doing to see if there’s a spike or a dip, it makes habit. Why do I do this? Because sometimes you’re not sure when to ask a tie down question. Some people call it a pin down question, a rebuttal, or confirmation question. The main goal of this Christian, I don’t know this individual with whom i’m speaking. So I’m able to at least adopt, how they might be reacting, and when it would be necessary for me to interject and get some sort of confirmation to move forward. So I believe that for individuals that are just starting out in telemarketing, or even seasoned professionals. I think you could use this from time to time in your performances, that this will at least give you a focused group controlled study 30 seconds to two minute attention span. The theory of ‘No, Know, Now’
Monday, 08-Aug-22 10:55:40 PDT from web -
Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank
Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank
Wednesday, 03-Aug-22 10:56:56 PDT from web -
NATIONAL HONORS SOCIETY 68TH KEYNOTE SPEAKER RICHARD BLANK. PROUD CLASS OF ABINGTON HIGH SCHOOL 1991
Today, November 4th, 2021, Abington Senior High School hosted an induction ceremony for new members of the National Honor Society. The induction will take place over two days. This morning students with last names beginning with A to L took part in the ceremony. The students with last names beginning with letters M to Z will be inducted tomorrow. A special thank you to 1991 Abington graduate Richard Blank for serving as the keynote speaker. Mr. Blank is the CEO of the Costa Rica's Call Center, a division of Cheyenne Consultants. https://twitter.com/AbingtonSenior/st... Thank you to Mr. Richard Blank, Abington alum from the Class of 1991, for his inspirational speech to the inductees of the Abington Senior High School’s National Honor Society at today’s first ceremony https://www.smore.com/0zyda-ashs-news... SPANISH STUDENTS WELCOME MR. RICHARD BLANK The ASHS Spanish students had an opportunity to meet Abington Alum, Mr. Blank, during a recent Career Chatter. Mr. Blank was the guest speaker from this year's National Honor Society Induction. The Career Chatter was a huge success, and great food was catered by Tierra Colombiana. Mr. Blank talked to the Spanish 4 and 5 students about the benefits of continuing language studies as part of their post-secondary education program. Giving back to Abington Senior High School is very important to Mr. Blank. As such, Mr. Blank endows a scholarship each year for students that plan on majoring in a world language at the university level. Presently, Mr. Blank is the CEO of the Costa Rica's Call Center and is considered a leader in the telecommunications industry. https://padlet.com/gretagarecht/q8jfc... Hello Richard, Thank you so much for taking time out of your day Friday and sharing your story with our students. This was definitely our first bilingual Career Chatter session, and I was so impressed by our students questions (in both languages!) for you and their courage to approach you after the sessions to ask more questions. Thank you for being so attentive to each and every student. Those students taking the initiative to approach you is part of the self advocacy we are trying to build through this program, and I was so happy to see it in action. Thank you and have a great day! Greta Garecht Librarian Career Pathways Liaison Abington Senior High School 900 Highland Avenue Abington, PA 19001
Thursday, 03-Feb-22 13:53:36 PST from web -
G LOVE wants a cold beverage at COSTA RICA'S CALL CENTER
G LOVE wants a cold beverage at COSTA RICA'S CALL CENTER. The classic cameo begins with a small sample of one of G LOVE's famous tunes: Yo Could I get a cold beverage? I need some leverage It's sweaty outside Some lemonade would be nice. The video continues with a very warm welcome from the music legend, "Yo! What's up? It's your boy G LOVE." Dutton, the son of a banking lawyer, was born in the Society Hill neighborhood of Philadelphia, and began playing guitar at age eight. "Giving a special shout out 12th anniversary to the Costa Rica's Call Center." G LOVE wrote his first song by the time he was in the ninth grade and began playing harmonica in a wire rack. He clearly understand a solid run and long term endurance is the model for success. Later in 93 G. Love and Special Sauce (as the trio was now called) signed a record deal and released their first album in 1994. "Please come check out their amazing art deco building" G LOVE does have taste and style. Naturally, he would gravitate towards a classic building.The "G" stands for Garrett as said in many radio interviews. He said in an interview that the "Love" was just there because it sounded right. "neon marquees, jukebox arcade, 11 pinball machines and 50's cafe" As his live shows are high in energy, so is CCC when creating a happy environment for the telemarketers. "And, the vintage 300D Mercedes Benzo limousine for the guests." When our clients show up at SJO International airport, they are given the frst class treatment the moment they arrive in Central America's paradise of Costa Rica. "Yo. Have fun. Pura Vida." Dutton, who attended high school at the private Germantown Friends School, began playing solo on the streets of Philadelphia. He has been having fun for a lomg time and sharing his music with the world. The shout out winds down with some final words of wisdon, "This G LOve, giving you the big what's up." The famous musician jumps back into his favorite tune once again: Yo Could I get a cold beverage? I need some leverage It's sweaty outside Some lemonade would be nice. I like cold beverage, Uh huh. YEAH! https://youtu.be/By7wMuMWYf8 http://www.costaricascallcenter.com COSTA RICA'S CALL CENTER FAN PAGE: https://www.facebook.com/groups/23284906585
Saturday, 25-Apr-20 07:20:27 PDT from web
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