SCCS-Podcast-The Art and Science of Call Center Success -Richard Blank from COSTA RICA'S CALL CENTER

The Authentically Successful Podcast. A new approach to company culture. Classic American Pinball in Costa Rica.

We had an insightful conversation where he walks us through the unique culture that differentiates his call center from his competitors, one of those aspects being gamification. Richard proudly compares the workplace environment he’s created to Charlie and the Chocolate Factory. As the owner of one of the largest collections of restored pinball machines and jukeboxes, Richard strategically placed the games in-house for employees to blow off steam and socialize.

Richard Blank, founder and CEO of Costa Rica’s Call Center, began his business out of his home with just a website and now operates a 300-seat call center.

We help companies create maximum efficiency by aligning talent strategy to business strategy.

Vertical Elevation is a talent equity and leadership coaching and advisory firm specializing in strategic business planning, leadership development, and career coaching. By tackling the root causes of employee turnover and low workplace morale, we motivate and inspire our clients to create and sustain a healthy, talent-centric company that runs at maximum efficiency.

For nearly 30 years, we’ve helped businesses avoid making repeat mistakes by developing confident, competent leadership teams that allow your company to run like a well-oiled machine.

Authentically Successful 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. Topics discussed with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation, phonetic micro expression reading.

CEO Richard Blank has a new approach to company culture: pinball machines

At age 27, Richard Blank made the bold decision to pack up and move to Costa Rica to work at a call center for a few months. Fast forward eight years – he opened his own call center with one essential component: pinball machines.

Richard, founder and CEO of Costa Rica’s Call Center, began his business out of his home with just a website and now operates a 300-seat call center.

In this episode, he walks us through the unique culture that differentiates his call center from his competitors, one of those aspects being gamification. Richard proudly compares the workplace environment he’s created to Charlie and the Chocolate Factory. As the owner of one of the largest collections of restored pinball machines and jukeboxes, Richard strategically placed the games in-house for employees to blow off steam and socialize.

“I just want to help them out on a rainy Wednesday if they’re not feeling very well,” he says, “I’ve seen the difference when people have been in the arcade.”

He talks about the importance of genuinely celebrating his employees’ wins, and giving them a pep talk when they experience a low. It comes down to caring about them, he says, and showing vulnerability as a leader.

Listen to hear more about Richard’s philosophies and how he’s tackled one of his greatest challenges yet: COVID and a work-from-home environment.

https://youtu.be/L-Dq6hqbxxA

https://costaricascallcenter.com/en/outbound-bpo-campaigns/

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