First Contact Podcast | Season 3 | Episode 2 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 Blankhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Director of Sales at NobelBiz 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 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. https://nobelbiz.com/wp-content/uploads/2022/03/Website-roundPic-Blank.png GUEST Richard Blank CEO at Costa Rica's Call Center Explore more from this episode... Video Fortune Favors the Brave: The beginning of a Call Center Journey It all started with a dream and an 18 years old kid from Philadelphia. A journey of twists and turns, as Richard calls it, made that kid became a teacher, a mentor and ultimately, the leader of one of the largest BPOs in Central America. Video Adequate Training for Omnichannel Personalization From active listening, active reading to omnichannel personalization. Richard’s take on omnichannel personalization is pretty straightforward, and he comes with a considerate training advice. Tune in and find out what are the skills that need to be nurtured! Video The Engagement Toolkit to Fight Attrition When it comes to call center turnover, Richard shares insightful advice on how to keep the staff engaged in the industry with the highest attrition, from a training perspective. It all starts with setting the right mindset and the relationship you have with the agent. Video + Article Rhetoric and Phonetic Delivery: The Secret sauce of a Phone Call We asked Richard how he integrates rhetoric and phonetic delivery in his trainings and what is the methodology behind it that makes it unique. His answer made us take notes and came back for advice, listen here! Video What Got Taken Away During COVID During COVID, Richard found a way to keep having successful interactions, happy customers and engaged employees. It was not easy, let’s hear how he managed to adapt and create a productive environment, despite the difficulties. Video Old School Retro Gaming Turned Into Gamification ‘Recess is the best class’, as Richard puts it. A big part of Costa Rica’s Call Center is the way they invested into gamification. What started with a hobby for retro games and the biggest pinball machines in the country, became a big part of CCC’s culture, and the benefits are undeniable. Video + Article The 30s Rule Technique Keeping the customer's attention for 30' on a call might be crucial in an industry where the contact rate is one of the most important KPIs. And one of the most influential actions to do this is proper training and Richard's 30' technique. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!