Search - Videos
Views: 605
Uploaded: 11 months ago
 
SCCS-Podcast-The Art and Science of Call Center Success, with Richard Blank from Costa Rica's Call Center - Cutter Consulting Group What does it take to build a successful BPO company? How successful are you with your agents? In running a call center, make sure you got the right people on the bus, and if you do then find the best seat for them. In this episode, Richard Blank and
SCCS-Podcast-The Art and Science of Call Center Success, with Richard Blank from Costa Rica's C
Views: 605
Uploaded: 11 months ago
 
Views: 481
Uploaded: 11 months ago
 
SCCS-Podcast-The Art and Science of Call Center Success, with Richard Blank from Costa Rica's Call Center - Cutter Consulting Group What does it take to build a successful BPO company? How successful are you with your agents? In running a call center, make sure you got the right people on the bus, and if you do then find the best seat for them. In this episode, Richard Blank and
SCCS-Podcast-The Art and Science of Call Center Success, with Richard Blank from Costa Rica's C
Views: 481
Uploaded: 11 months ago
 
Views: 173
Uploaded: 6 months ago
 
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 o
This is episode 2 of the third season of First Contact. Richard’s journey in the call center space
Views: 173
Uploaded: 6 months ago
 
Views: 169
Uploaded: 6 months ago
 
When it comes to call center turnover, Richard Blank (Costa Rica's Call Center) shares insightful advice on how to keep the staff engaged in the industry with the highest attrition - all from a training perspective. It starts with setting the right mindset and the relationship you have with the agent. Find out more from our latest podcast episode: Call Center Culture and The Secret Sauce of
When it comes to call center turnover, Richard Blank (Costa Rica's Call Center) shares insightf
Views: 169
Uploaded: 6 months ago
 
Views: 165
Uploaded: 6 months ago
 
If the client says my name, in the body of the call, I hit Nirvana, I got it, I nailed the bull’s eye. We can talk about Billy’s baseball game and your promotion that you just had or the company adversary for a second because I don’t feel like I’m angling a call or stuffing something in there. I believe that anybody has the chance to make that connection. And it just doesn’t have to be i
If the client says my name, in the body of the call, I hit Nirvana, I got it, I nailed the bull’s
Views: 165
Uploaded: 6 months ago
 
Views: 161
Uploaded: 6 months ago
 
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 qua
Focus on the pronoun But if you’re asking me to speak, I think you do one or two things: I alwa
Views: 161
Uploaded: 6 months ago
 
Views: 155
Uploaded: 6 months ago
 
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. Rhetor
Rhetoric and Phonetic Delivery: The Secret sauce of a Phone Call Phonetic: a term ‘representing
Views: 155
Uploaded: 6 months ago
 
Views: 105
Uploaded: 4 months ago
 
For doing this for so long. Excellent. Okay. All right. So now, now we have an understanding of how it all came to be. So, uh, now we want to kind of get into, uh, some of the sales related questions, right. And tap into that, that great wisdom that you've accumulated over the 14 years. There's so much emphasis on cold email these days in selling. Why should the use of the phone s
For doing this for so long. Excellent. Okay. All right. So now, now we have an understanding of
Views: 105
Uploaded: 4 months ago
 
Views: 97
Uploaded: 4 months ago
 
Real Estate Jam Session Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Joe Killinger discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and p
Real Estate Jam Session Podcast has accepted Richard Blank's invitation to join the audience fo
Views: 97
Uploaded: 4 months ago
 
Views: 86
Uploaded: 4 months ago
 
Michael Neuendorff: Uh, when we talk about that, the, uh, the last question is when should a business consider using a call center like yours? What's the thought process that one would go through to make that decision? Richard Blank: That's a very good question. And if I may, I have to, I guess, say something for my, my own piece. I would prefer Michael, that people choose me for meri
Michael Neuendorff: Uh, when we talk about that, the, uh, the last question is when should a busines
Views: 86
Uploaded: 4 months ago
 
Views: 86
Uploaded: 4 months ago
 
For that. Um, I recall a past client telling me that they'd only reach live people about three or 4% of the time when calling all day long. What do you think is a realistic percentage of reach for cold calling? If all they're doing is speaking to these people like four times out of a hundred phone calls, it's really an Oasis in a desert. My opinion is why don't you hang
For that. Um, I recall a past client telling me that they'd only reach live people about three
Views: 86
Uploaded: 4 months ago
 
Views: 83
Uploaded: 4 months ago
 
For telling it well, and, but the proof, as they say is in the pudding and your, your, your company is very successful. And, uh, and you're picky at the same time, which is really cool. Um, because you want to, you wanna do right for people rather than just take their money. I wanna do right. For me. I don't want to compromise my ethics or values and morals to earn a dollar. And I wan
For telling it well, and, but the proof, as they say is in the pudding and your, your, your company
Views: 83
Uploaded: 4 months ago
 
Views: 80
Uploaded: 4 months ago
 
From your bio and from everything that I've, I've read about you, you are a progressive type leader that, that works with people to get the best out of them and, and to help them to become the best that they can be. Sure. And, and that's, that's go ahead. Well, I was gonna say, as a CEO, you have leverage Kevin, you can hire and fire somebody make or break them. And I'm
From your bio and from everything that I've, I've read about you, you are a progressive ty
Views: 80
Uploaded: 4 months ago
 
Views: 78
Uploaded: 4 months ago
 
I'd like to welcome Richard blank to the show today, I've been really looking forward to this conversation. I know you're going to enjoy it too. So before we get into the questions I'd like to introduce Richard formally Richard's journey as an expat is filled with many twists and turns. When he was 27 years old, he relocated to Costa Rica to train over 5,000 employees for
I'd like to welcome Richard blank to the show today, I've been really looking forward to t
Views: 78
Uploaded: 4 months ago
 
Views: 78
Uploaded: 4 months ago
 
Michael Neuendorff: I'd like to welcome Richard blank to the show today, I've been really looking forward to this conversation. I know you're going to enjoy it too. So before we get into the questions I'd like to introduce Richard formally Richard's journey as an expat is filled with many twists and turns. When he was 27 years old, he relocated to Costa Rica to train over
Michael Neuendorff: I'd like to welcome Richard blank to the show today, I've been really
Views: 78
Uploaded: 4 months ago
 
Views: 78
Uploaded: 4 months ago
 
And it's interesting that call centers would have, well, actually it makes a lot of sense that call centers would have a high stress level and a lot of turnover because of that high stress level. And I, I can only imagine what it's like to get on the phone all day, eight hours a day and get hung up on like a bunch and stuff. Does that. Well, it really depends on the vertical that you&
And it's interesting that call centers would have, well, actually it makes a lot of sense that
Views: 78
Uploaded: 4 months ago
 
Views: 76
Uploaded: 4 months ago
 
It's because she, I have to ask. What motivated you to get into this business and to, and to really study it the way that you have so that you could pay it forward and impart your employees with some real success strategies, as well as your customers and your clients. They receive results because of the style with which you make the calls and the style with which you do. So what motivat, w
It's because she, I have to ask. What motivated you to get into this business and to, and to re
Views: 76
Uploaded: 4 months ago
 
Views: 75
Uploaded: 4 months ago
 
The following presentation has brought you by KM media.pro, please visit KM media.pro for more inform. Now stay right where you are as we present. Welcome to positive talk, radio, evolving ideas, one conversation at a time, great guests, dynamic stories and interviews. Plus new thoughts on a wide range of topics and concepts. I hope that you'll hang with me. Kevin McDonald, my friends. And
The following presentation has brought you by KM media.pro, please visit KM media.pro for more infor
Views: 75
Uploaded: 4 months ago
 
Views: 75
Uploaded: 4 months ago
 
Richard Blank: In Chicago Dr. Jeremy Weisz: that, you know, there's, there's such an art and a science to this and you talk about upsells, right? How do you teach upsells when there is an art to it as well? Like what are some of the, the parameters or guidelines you give? Cause you have to give some type of guidelines. It went from Elvis to do to Beethoven, the, you know, but you pro
Richard Blank: In Chicago Dr. Jeremy Weisz: that, you know, there's, there's such an a
Views: 75
Uploaded: 4 months ago
 
Views: 74
Uploaded: 4 months ago
 
Richard Blank: The client loves anything else that you would add. If you're willing to walk through a little journey with me and close your eyes, I can give you from the beginning to an end of a five minute phone call. I'll walk you through some steps. I'll make it easy for you. It's not advanced because once you see it, You'll never unsee it. And so just al
Richard Blank: The client loves anything else that you would add. If you're willing to walk thr
Views: 74
Uploaded: 4 months ago
 
Views: 74
Uploaded: 4 months ago
 
Dr. Jeremy Weisz: So when you talk about gamification culture that you have there, tell me more about Richard Blank: that. Whew. My job is my, my second half. I mean, the first thing of this company is buying more machines and finding places to put them. I grew up in the seventies and eighties and unless you were a really, really good game where your $5 really had to last you an entire Saturda
Dr. Jeremy Weisz: So when you talk about gamification culture that you have there, tell me more abou
Views: 74
Uploaded: 4 months ago
 
Views: 68
Uploaded: 5 months ago
 
On this episode of the Inside BS Show, Dave Lorenzo interviews Richard Blank, the owner of a call center in Costa Rica. How to Build a World Class Call Center | Richard Blank | Show 95 description On this episode of the Inside BS Show, Dave Lorenzo interviews Richard Blank, the owner of a call center in Costa Rica. 00:00 How to Build a World-Class Call Center 01:02 What are the unique qualit
On this episode of the Inside BS Show, Dave Lorenzo interviews Richard Blank, the owner of a call ce
Views: 68
Uploaded: 5 months ago
 
Views: 68
Uploaded: 4 months ago
 
Joe Killinger: Welcome to the Real Estate Jam session. You know, I always try and bring value to you guys and it's all geared toward the real estate industry, and I'm always looking for ways that I can really enhance the experience of being in this industry. And cold calling, like it or not, is a big part of our industry. Joe Killinger: So as fortunate to run into Richard Blank, Richa
Joe Killinger: Welcome to the Real Estate Jam session. You know, I always try and bring value to you
Views: 68
Uploaded: 4 months ago
 
Views: 65
Uploaded: 4 months ago
 
Richard Blank: Marketability should be limitless. Dr. Jeremy Weisz: What are some examples of bad habits people come in Richard Blank: with? I, I think that what happens is they'll give up to easily, I think if a phone call, if someone hangs up on you, that's fine, but if somebody is there, and even if they are, let's say their tone may be aggressive, you can adjust that com
Richard Blank: Marketability should be limitless. Dr. Jeremy Weisz: What are some examples of ba
Views: 65
Uploaded: 4 months ago
 
Views: 62
Uploaded: 4 months ago
 
Dr. Jeremy Weisz: Talk about different things on educating people with diplomatic phrases. I'd love to hear some examples because I think we could all, at least I could speak for ourselves, can always improve on customer support, whether it's spoken or written. And you had several, I heard you say several different versions, not just like, Can I help you? Dr. Jeremy Weisz: But there&#
Dr. Jeremy Weisz: Talk about different things on educating people with diplomatic phrases. I'd
Views: 62
Uploaded: 4 months ago