Richard Blank Podcast Guest Appearances Costa Rica's Call Center

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 5,000 employees for one of the larger call centers in San.

With a mix of motivational public speaking style, backed by tactful and appropriate rhetoric. Richard shared his knowledge and trained over 10,000 telemarketers. In the past 20 years, he has the largest collection of restored American pinball machines in antique Rockola juke boxes in central America.

Making gamification of strong part of CCC culture. Richard has been the chief executive officer for Costa Rica call center since 2000. Richard holds a bachelor's degree in communications and Spanish from the university of Arizona and a certificate of language proficiency from the university of Spain of note.

Richard was the keynote speaker for Abington high school, 68th national honor society induction ceremony giving back to Abington high school is very important to. And as such, he endows a scholarship each year for students that plan on majoring in a world language at the university level. Richard, it's really great to have you here with us today.

Richard Blank: Thank you. Thank you so much, Mike. It's great to be here. Um, as I mentioned to you before I watched so many of your videos and they were entertaining enough where I was able to get through, 'em motivated me enough to write. And here we are today. And so I'm just very happy to be spending time with you and your audience.

Michael Neuendorff: Well, likewise, Richard, I, I am, uh, keenly interested in, uh, in your background and your experience, and I just know that our viewers are gonna get a whole lot out of it. So I'd like to just jump right in and ask you the first question. Sure. Why did you decide to open a call center in 

Richard Blank: Costa Rica? That's one of my favorite questions, Michael, and I appreciate you asking it.

I have to go back a couple years and tell you where it all began. When I was growing up in Northeast Philadelphia, a lot of opinions were provided for you and sometimes your destiny and careers were predecided for you. So a lot of my friends were going to Ivy league to study medicine and law engineering and architecture.

And I, myself, I wasn't really sure what to do, but I knew my favorite class was Spanish. So as a dreamer that felt a little bit alone because no one else could relate to it. I decided to double down and go to the university of Arizona and be a BI major. I, I majored in Spanish and communication and like yourself, Michael, as a teacher and a really effective public speaker, I decided to study that.

In addition to that, I concentrated on a rhetoric. So your message and delivery was more effective and everyone needs a special sauce. So my special sauce was phonetic, micro expression reading. I used to like to study body language, and then here at the call center, I was able to do it where we're more voice micro expression reading, which we'll get to later in the show.

And we'll add the opportunity post grad to move here at 27, a friend of mine owned a call. I said, Richie, why don't you come down for a couple months and teach some English and naturally a 27 year old kid. You fall in love with central America, tropical beauty. And when I was at the call center, I kind of shed some skin.

I realized that I had a calling. This was an environment where people were using the art of speech. They were converting phone calls and giving positive customer experiences. And actually since English was their second language, they were fulfilling their studies. I took to that. I embraced it. I decided to stay and work there for four years.

So obviously I learned the business, but the one thing I did learn Michael, was I learned how to enrich the experience being politically correct. I saw certain things, the gripes and the tough times of working the phones or working in a certain structured environment. And I realize that if people are given their dignity, if they're not treated as robots or as numbers.

Besides the productivity, you'll get a much more fulfilled person working with you that will work longer with you. And in my opinion, in my goal will grow with you and be some of your future supervisors. 

Michael Neuendorff: Oh, it's a great story and a great philosophy, all, all wrapped into that 

Richard Blank: answer. So, and it happened in 2008.

I mean, I worked at the center for a while and my thing came later in life. Everyone has a coming of age moment. I had certain stages that gave me an experience or a vision quest to complete certain goals. But at 35, I started my company. The fact that I've lasted 14 years, a Philly boy here in another country.

It says something. So I let my record speak for itself, but I'm very proud of the people that work with me. And my favorite thing is walking the rose. Michael, I love to stop on the occasion and listen to somebody, speaking with a client and smile and give a thumbs up. And that's the essence of what I do.

And that's why I'm capable of doing this for so long. Excellent. 

Michael Neuendorff: 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, uh, 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 still command? 

Richard Blank: I think a cold email is fine. If you're just doing email blasts. If it's just a templated, I think a phone is essential these days for multiple reasons. The first is it'll give you a chance to understand the company's culture where you're calling.

Secondly, you might meet people prior to the decision maker. Where you can build a relationship, learn more information. And in my opinion, do a positive escalation. So when you have this relationship with either the gatekeeper or somebody else that's assisted you before transferring, you can give the gift of mentioning how amazing this individual was, that works at your company.

So your first impression, if it is a cold call and you're meeting somebody for the first time. You're showing very good faith. You're just not coming in, asking for an appointment. In my opinion, you're gaining a couple points and I think you're also eliminating the chance of any sort of upsell compared to just a cold email.

You're eliminating any sort of chance of getting a referral or any additional business from that, unless they decide to write back. There's no way to get any sort of feedback, the positive or the negative aspects of the product in which you're representing. And then finally, as I say before, there's, there's that relationship and rapport building that you're meeting with somebody.

So where you would be able to get the pass to pitch, you will be able to get that follow up appointment, or you would be considered a little bit more than somebody that just sends out templated emails, but. I will say this, my friend, if somebody is just using these cold emails as their marketing strategy, why don't you take an extra 30 seconds?

Okay. Just to look at their website or a LinkedIn profile, because you would possibly be able to uncover something that would give you a sort of connection, or you can congratulate them on a promotion. On an anniversary, a third location, you could say they're slogan. I don't know, but if you're just calling me, sir, and giving me some email, it's extremely informal.

But if you mention my pinball machines, I'm gonna read your entire email. So at least you're gonna have a shot with me. So my suggestion is just to, instead of being a, a, a, a print. Be a painting, actually add a little bit to these templates, if that's your only strategy, but Michael, to answer your question, you are eliminating so many different ways to build momentum, energy, and relationship building by eliminating any sort of phone calls.

Michael Neuendorff: Wonderful. Yeah. I, I, I totally agree with you. So thank you for that. Um, I recall a past client telling me that they'd only reach live people about three or 4% of the. When calling all day long, what do you think is a realistic percentage of reach for cold calling? 

Richard Blank: 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 out for a while instead of doing an average five minute phone call, why don't you stretch it to 15 minutes? Cuz you're probably a little cold and you need to warm up and somebody's there. These are two ships passing in the night. I, we take advantage of that. If you need to throw your list in a predictive dollars, you can speak to at least three more people, but.

That's not the point. The point is if you're doing these phone calls, I think you should slow down a little bit more and just take advantage of that. More people are doing omnichannel non-voice support. As you were mentioning, filling out forms, doing chat. One of my clients has the same challenge. They're getting the 4%.

So instead of doing 150 phone calls a day, they reduced it to about one 15. So as I mentioned before, they can find out a recent promotion or some sort of company culture. So when they're leaving their voicemail or they're sending that email template, it's really custom made and I've seen that yes. Phone call, area contact conversion ratio dropped a little bit.

But then here's your advantage? Let's say you make another phone call back to these people. You're mentioning cold emails, not anymore. Michael. Now it's a warm email. because I've sent it. I could be following up on it, even if they haven't read it. But I might ask, and I'm gonna show you like something from the email to at least try to anchor in there, but you could be doing a second, third or fourth touch approach to a client, realize this is their protocol.

But I do believe by doing a little bit of due diligence research. And seeing the one thing that the person loves the most and just mentioning it with them, it will give you a, a lot more mileage when you're speaking with the people. Yeah. 

Michael Neuendorff: I, I, uh, think that's really smart Richard, this idea of, of doing a little bit of homework, right?

I mean, if you're tasked with making a hundred calls a day, 115 calls a day, you can only do so much homework, but you point. One thing, as you said, that one thing that that person loves, that's gonna already put you a little ahead of the people that couldn't do any homework at all. And so they're following a templated approach, as you said.

Yeah. I love that now without giving it all away, Richard is, uh, you, you have so much experience and, and you have your secret sauce. Could you please share a few tips on how to have better cold calls because you, you did mention look for that one thing that the client loves, anything else that you would.

Richard Blank: 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 allow me just to share some things that I've noticed in the years, that once again will not compromise your ethics values or morals, but I will teach you something today where you'll be able to note when you need more clarification from somebody.

All right. Everybody let's begin. This is the way I believe. The average attention span is 30 seconds to two minutes. So let's just use this as the base of thought. All right. Every conversation has an introduction of body and a conclusion, but if you think about it, if you don't land the intro, your body and conclusion don't even exist.

So let's not even think about that. We'll just go on the momentum from just your introduction. We'll focus on that. We mentioned calling companies before, and let's just assume Michael, that the contact ratio is higher than 4%. You're getting calls. You're contacting people. A lot of telemarketers or prospectors will ask people how they're doing.

Initially. I prefer, since you have the first chance to speak, use your anonymity. To your advantage, don't be anonymous. The whole call that's shady, but you're allowed to say something the first time. I'm not saying my name. I'm saying the name of your company. I'm gonna ask. How's build I balance doing today.

you know, I'm gonna say something like that because obviously Michael's doing great and his company's doing great. And so your combo instead of doing horizon, We're doing vertical. I am stacking questions. Your theory that you've spoken about is open ended verse close ended questions. Yes or no, compared to explanations.

I like stacking certain questions. So you can answer it for me to reduce the time and possibly get some sort of traction out of that. So first we ask how build and balance is doing today. Michael of course is doing great. And he goes, my name is Michael. Hello? Hello, Michael. Hello. My name is Richard, or you could say, what is your name?

That's when you get your first buffer boomerang technique. When somebody asks you a question and makes a statement, you buffer it because sometimes the tone may be negative. Michael, you're a nice guy. You're a gentleman, but sometimes people can give you a negative two. Negative three tone. Same question.

Negative tone. You buffer it by saying that's an excellent question. I just buffered it. The name of my company is Michael and I plus two you back so I can buffer it. That's an excellent question. Repeat the question and send it back. Which shows. Active listening so they don't have to repeat it. You're sending back what they said at them.

So it's their energy coming back at you. It's your words, but I'm doing it as a plus two. And I'm gonna name drop you as well. Just to teach you little matters, to bring yourself to a plus two level, you don't need to yell at me. You could be a nice person on the phone and I can teach buffer boom, around you with one, two, and three type of questions on how nice you wanna give the response, how you repeat it.

So you move along. There's never a repeat or a rabbit hole. That's the first thing. And I do this with the gatekeeper. So initially they like the fact I repeated their question, said their name answered the question. And I mentioned earlier about the positive escalation. Once they've been so helpful for me, or explained that it's Michael's anniversary or that this company did this, I'm gonna let her know.

I can't wait to tell Michael how nice you were now. Of course, she didn't want to transfer the call. Maybe one out attend you that. Maybe, but once that call is transferred, you're starting off with momentum with Michael by saying, hello, this is Michael Michael. I just gotta let you know this individual that works with you is incredible.

And then you say, what's your name? here's another. Buffer boomerang. Ah, Michael, glad you asked that question. My name is Richard blank. you know, so you just keep bringing it back, buffer boomerang. So then what happens in the middle of the call? When you're giving lists, you're explaining what you do. We do a, B, C, or D timeout.

It's gotta be like a, like a dessert tray. Each one deserves its own its own thing. We can do a. We can do B I'm waiting for either a positive reinforcement or potentially you reacting to that. And so, as I say before, after you mentioned a list of things you might say to them, I'm sure you like, at least one, I didn't say you liked them all.

I'm not that brazen, but I'm also confident enough to know, at least you like one. And you might get the one. So instead of doing horizontal, now you're vertical again. And we see how many things you like of that one, but this is what happens in the middle of the call. I told you about 30 seconds to two minutes.

I told you about the gatekeeper positive escalation, buffer boomerang one, two, and three technique. We're good to go on that. But Richard, what happens when they're speaking? What do we do? We use the phonetic micro expression reading. What's the purest form of speech, Michael it's it's phonetics. It's the sound.

So there's four steps to phonetics. You have tone, which represent your emotion and my suggestion, which you have in abundance. It's confident. And it's empathetic. That is the consistent variable that does not change the mirror imaging technique, which you've always mentioned in your classes of matching people's styles.

In my opinion, Michael, it should be done with their rate, how fast they go and their pitch. Now we do this every 30 seconds to two minutes. Because that's just how conversations go and you back it up with the answer speed, because that's something they can't do subconsciously you can easily control your tone.

You can manipulate your rate and your pitch, but subconsciously it's very difficult for you. To control your answering speed. And so once you see it, you can't unsee it after three weeks, it becomes a habit. It will not hold you back from any work that you do. You'll just be a little more astute, a little more loosed, and you will see the tell signs that people are giving you face to face no over the phone, or if you really want the purest read when you're sitting with somebody close your eyes, and then you can actually, really read these people.

Why do I do this? Because if somebody is doing a spike or a dip in regards to their phonetics, then that means that there is a tie down question or a pin down question, or a confirmation question that might happen. Um, you're reacting in a certain way. So I might be saying, Michael sounds good. Right? Or makes sense.

Right. Michael or hypothetically, since people are working from. You might have dogs or children or distractions in the background. My suggestion for your audience, Michael is in inadvertently and passive aggressively. Let them know the me too technique that you love dogs , which is really letting you know they're barking.

But don't you say that what the real salesperson or the attentive listener does is they ask the follow up. Dogs barking. She loves dogs. I love dogs. It's killing the call, but it's not that. But then I say, what's the dogs. Her name is fluffy. Great. I can wait till, you know, fluffy can go outside for a minute.

And so once that calms down, you go back a step, but you leap forward three. It's an excellent anchoring technique because you're looking for certain areas of the cold, not your pitch and what you're trying to land. Now you're trying to look at that one thing you can connect on if it happens to be a child or a dog or music in the background.

Or some sort of anniversary that you can relate to that that's what you anger on. And so this, me too technique in my opinion, is a great way to get back onto the straight line, but let's go to this again. You have a dog barking in the background? My opinion is to say not excuse me. I'm sorry, Michael, can you repeat that?

No, no, no. I'm gonna fall on that sword, Michael, for my clarification, when your dog was barking, did you say ABC or 1, 2, 3. Michael says 1, 2, 3. Thank you. It's for my clarification. I'll F fluffy was making noise. You know, I couldn't hear you, but it's for my clarification, not, I'm gonna ask you to repeat that because that's an ego defense mechanism that could kill the tone of the call.

All of a sudden there's rabbit holes there. So then we get through the body of the call and the greatest thing that could happen in the call is if somebody. Your name, especially in the body, which means once again, you anchored, you, you have this relationship. So the rest of the call's cool, but let's say you get to the end of the call.

It's the conclusion. What you would say is since you have me on the phone, Michael, are there any additional questions you may have? I might have forgotten a stack. Remember we spoke about a, B, C, and D. Oh, I like C2. You do like C2. And then we talk about that for a little. And those are the additional questions line I get to rake it one more time.

Remember in the body of the calls, I'm sure you like at least one, you liked wine out of the four, but then when I raked it again, we recapture one second. One third, one you liked again, I Raed. Ya got it. Got a third one. And then I always do this for the icing on the cake. We always confirm your email address or any sort of words with military.

Because chances are, you've served, know someone that served, or it's just a great way just to make things tight. And it's kind of funny where the call should be ending and then you do military alphabet. And then the next thing you know, I'm talking about my grandfather that served in Europe and my father in North Korea.

So, um, South Korea, excuse me. And so it was, um, it's one of those things where you don't rush the end of the. You wanna make sure that your speed is consistent and you've taken their. And by recapping and showing active listening. And, and I like to call it like meeting minutes in a sense, you really show this a and then Michael we're, we're good.

Even close it even better for you. Post call. Once I write you again about the appointment we have or the business we're doing, I'm gonna be mentioning the individuals like David, for an example, and others that work with you. So well, their participation because that's a one in a thousand, no one writes that sort of.

You know, when I call you back and this individual picks up the phone, they're gonna be so happy to speak with me. And they're gonna say, I can't believe what you wrote about me. Thank you so much in 30 years. No one said that. And so that's the Richard circle, Michael. That's from the beginning of the call from the company named spike better than they do to the conclusion ranking, positive escalation written.

And if you do everything in the middle consistently and staying focused to these 30 seconds to two minute intervals, you will have such a. Balance, you will have such focus. You won't be a print. You'll be in amazing painting. You will have incredible phone calls where strangers or friends you haven't met yet.

And you'll probably get a ton of referrals. You'll be getting a lot of phone calls back of the way that you treat people. Wow. 

Michael Neuendorff: That really interesting. Richard, thank you for, for sharing your, your process with our viewers. I mean, that, that is absolutely interesting. I, I, I know that they're gonna watch it again because there's multiple sections, you know, they, the introduction, the body and the closing, so they gotta 

Richard Blank: get their pen ready.

Michael Neuendorff: yeah. Hopefully they watch it and take notes and probably take a snapshot of the, the, the pitch and, uh, diagram and the, the, uh, buffer boomerang diagram and so forth. 

Richard Blank: Yeah. So then. How, 

Michael Neuendorff: how do you, how do you develop sales? People who are relatively green to become someone that is effective at following your methods and processes?

That, what, what, what do you look for in sales people to know that I'm working with someone who 

Richard Blank: could be great, Michael, those are my favorite agents to hire. I can mold them. They're not coming in with bad habits. They're coming in bilingual, which shows such education for them. I get to be their first coach, if it's their first call center, telemarketing job, but let's go through it in three stages.

If we may, the first one is the psychological stage. I have to let them know that fear is a morbid anticip. Of something that hasn't happened yet. And just in my own instance, just by these agents being bilingual and myself, once again, it shows dedication and structure. So they've done something very difficult.

If I can properly prepare them and put them on a level playing field with all the resources such as a proper script. Rebuttals training in the CRM, in the system, how to use their phone system, doing quality assurance, which is QA support, where we go through, we call them KPIs, which are key performance indicators.

So we can just see their consistency. Trust me, everybody. It's a test. You can easily pass. The points that I give are for the soft skills. We just judge you to ask their email address and mention your information. I don't do that. I, I concentrate on the ACEs. I, I expect you to do that. That's what I'm paying you to do.

What I want you to do when you're in class is to once again, relax and realize that this could be something that could pay more than most vocations. And the fact that you have a Thau. And you should expand your vocabulary. So instead of using words like help, my suggestion would be to use in this specific order would be assist guide or lend a hand, same message, different delivery.

You're being more strategic on this. You're being a little more clever. The. You don't once again, need to say, I'm sorry. It's for my clarification. So once I expand their vocabulary, just with work words, and then they go home and learn additional words cuz they're just so into it. And so what happens then, then you start connecting people together.

So you have a certain sort of buddy system or unlike myself, who's the owner of the company telemarketer. When you have somebody that shine. Let them work with the local Costa Ricans in their own language, knowing their culture. It's very important for me that people get promoted here from within, and I'm able to delegate certain responsibilities.

Now you're talking about a new guy. But if the kid shows up on time, front row center takes notes, role plays participates, just a great all around kid. You don't think I'm gonna want him to stand up on Wednesday and do a little bit of the class just for fun to build his confidence, love kids like that, have to do things like that.

And they will make sure that the people that work with them break bread with them, know each other's names. And you just don't say, good job. What do you think? Good job. Let them specifically know you listen to a call or let them know, thank you for your one year anniversary with us. I must be doing something right, because Amazon, Oracle, Intel, and HP they're here.

I compete against the big boys, but guess what? They don't play pinball with their people. They'll train their people personally, like I do. They're not selective of sometimes the campaigns that they choose, just to make sure that people feel comfortable with the sort of training that they have and the preparation.

And so that's why I believe that this smaller sort of company that I have is why certain people gravitate towards this. It may not be for everybody. Some people just wanna lose themselves in thousands of people. But those that work for smaller call centers can make a very, very good name for themselves.

Very fast. Yeah. 

Michael Neuendorff: Excellent. All right then, then, 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.

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 merit. Over price. I can name 10 call centers that can do it for half my cost in the Philippines and India, or anywhere in town. So if that's your first question for me, I'll answer you by saying a thousand dollars an hour.

I go, no, you're not. And I go, of course, I'm not. What's your second question. at least just to see what they have to say. And then a lot of the times on those calls, because people shop around which they. And people do know certain telemarketing. They have done it in house, but they've never, uh, outsourced.

So maybe they're not familiar with some of our infrastructure, our reporting, our supervision, onboarding training, quality assurance. They've just done it with a half a dozen guys in their office. And a lot of the times they have unrealistic expectations. Sometimes people have to go through a certain process with me.

So they qualify. I reject more campaigns than I accept because I'm very selective. I use the smart theory specific measurable, agreed upon realistic. And timeframe oriented. But to answer your, your question in a certain way, anybody that would like to scale their company, maybe compare apples to what they're doing to my structure here.

We're very price comparable to the United States, including full benefits here. I don't force hands. I don't twist arms. And from an educated point of view, potential clients make a decision about working with. And most of the time, and I will be candid about this it's price and how can I compete when we're the most expensive in central America, but we also have the best infrastructure.

If that's important to you. We also have Spanish language capacity. We're very close to the United States. We're on certain time zones and we have a democratic society here. We don't have an army, so there's a 95% literacy. So one of the questions that I would ask as let's say a salesman is since I have these skills and you're asking me because I'm 50% more, am I capable of doing 1.5 an hour compared to just one an hour?

If I put it on a predictive dialer, if I speak in Spanish, if I use Richard's coaching, if we do rebuttals, if I do voicemails, am I capable of doing 0.5 more? Because you're saying you pay half. Well, then that's fine. Put me on a level playing field. Maybe my agents are capable with the skills that they possess and the coaching and the environment that they have.

And I've seen it to do 0.5 more, which means that we even out and I'm worth my cost. And then we get the seats. But my goodness gracious is I can't do 20 calls an hour. you know, if the average one is 10, you can't, you can't make up time, but those are the sort of questions that I would ask to see if it would be a good fit or not.

But, um, but I do appreciate anybody that calls me where they must have found me on the internet through search engine optimization or read an article, or at least took the time to reach out. And so I almost tell them to put their checkbooks away. No one sends me money on a first phone call. It's my pleasure to share information.

And I hope that I shared plenty with your audience today because there's so much more I could share, but there's only so much time, but I believe that I shared with you my best, where it would give somebody such great foundation training, where Michael, all they do is just dedicated practice. If they just do things when the cameras are off and no one's around and they just practice their kicks punches and painting their guitar, they're gonna be amazing artists of speech.

But the one thing is when they're too well rehearsed and they're too commercialized, they they're not raw anymore. They lose that sort of spark in character that they first started off this journey with. And that's pretty much my final thoughts on that. 

Michael Neuendorff: Yeah, no, that that's excellent. Uh, that, that was, that was a, a, a nice little nugget right there at the end, too, Richard.

So thank you very much for sharing with us today. Uh, grateful for the time that, uh, you spent with us because, uh, you're, you're running a, a, a busy and successful business down there in Costa Rica. So, umm, grateful. Thank 

Richard Blank: you, Michael.

Build and Balance Show has accepted Richard'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. Michael Neuendorff discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.

Build and Balance is dedicated to serving salespeople with 0 - 5 years of experience; and anyone who wants to improve their public speaking skills. Michael Neuendorff been in sales and marketing for more than 20 years and know what it's like to start out in sales. Michael has 25+ years of sales and marketing experience; extensive team building and leadership experience; teaching, training and mentoring experience and a proven ability to think creatively and listen deeply. Michael was a marketing director at Oracle Corporation, and an assistant manager of direct marketing at Softbank Forums. Michael has also been a top inside sales manager and a private English instructor in Tokyo.

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.

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

https://www.buildandbalance.com/an-interview-with-the-ceo-of-costa-ricas-call-center-richard-blank-best-practices-in-outbound-sales-conversations/#

https://www.buildandbalance.com/an-interview-with-the-ceo-of-costa-ricas-call-center-richard-blank-best-practices-in-outbound-sales-conversations/richard-blank-and-michael-neuendorff/#