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COSTA RICA'S CALL CENTER
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ESL OFFSHORE CALL CENTERS
BUSINESS PROCESS OUTSOURCING COSTA RICAThe advanced bilingual telemarketing script will be transferred on to a second sheet known as a call map for easy call navigation, flow and enhanced training. Our call center managers use a straightforward flowchart to highlight critical decision points and familiar objectives during the structured telephone conversation. Acknowledging when they ask a good question is used methodically and is essential in promoting additional conversation or customer service support. Most salesman believe that fast talking is the way to close a deal. Yet, we encourage silence as very instrumental when used tactfully on the phone. Deliberate pregnant pauses are incorporated in our pitch and highlighted on the call map as an advantage for encouraging the client's participation.
From day one, our new customer service and sales agents go through our specialized Early System Programming (ESP) where we train BPO agents in increasing their level of intensity and persistence of behavior. Many courageous people initially display an interest in making outbound cold calls, but not everyone has the ability to be a professional bilingual telemarketer that produces results. A call center agent may be highly intelligent according to a more conservative definition yet unmotivated to dedicate this intelligence to certain outbound BPO telemarketing campaigns.
Costa Rica's Call Center operates all bilingual BPO training sessions in a low pressure environment. In the beginning of call center training, it is very important to build a comfort level with our processes before they are on their own. During this stage, they have to get comfortable handling customer service and sales issues very quickly before they are approved to make a single call for your company. The faster the agents get on the phone and take a call will improve their learning curve, become more efficient faster and would decrease their ramp-up time.
At Costa Rica's Call Center, we are confident enough in our bilingual telemarketing expertise that we are willing to disclose a sample of our nearshore BPO training for the curious. Our Latin American advanced telemarketing course has been highly rated for our extensive call center knowledge in the areas of interpersonal communication, conflict management and phonetics. We invite all companies interested in outsourcing to discover why Costa Rica's Call Center ranks among the best in bilingual communication techniques for Costa Rican telemarketers.
Bilingual phonetics is often discussed and is encouraged as an ongoing study for mastery. Practice calls are always recorded, analyized and studied during every training session and will cover level one (easy close) to level five (non-stop rebuttal) types of telemarketing calls and customer service escalations. An analysis provided from a detailed checklist will judge the agent's tone, rate, pitch, duration, pause, pregnant pause, delivery and timing of open and close-ended questio... -
Neutral English accent levels in Costa Rica. Inside BS Show with guest Richard Blank
- Tags
- BPO COSTA RICA
- CCC
- COSTA RICA'S CALL BPO
- COSTA RICA'S CALL CENTER
- OUTSOURCING
- OUTSOURCING COSTA RICA
- PODCAST GUEST
- RICHARD BLANK
- RICHARD BLANK CALL CENTER
- RICHARD BLANK COSTA RICA
- RICHARD BLANK O
- CCC
0 Comments 2 Views.Dave Lorenzo: Biggest takeaway from my time in Costa Rica related to the people was that. And my, my friends here in Miami are gonna kill me for saying this, but it is the God's honest truth. People in Costa Rica speak better English than the people in Miami . It's just the facts. I'm not, I'm not saying anything.
That's, that's not true. The people in Costa Rica are extremely well educated. I, the healthcare system is excellent, correct for people who retire there, the healthcare is fantastic.
Richard Blank: Absolutely. There's a lot of medical tourism, and I believe you are mentioning to having more of a neutral tone. in regards to some other Latino countries.
So yes, we've been known to have a certain sort of accent that could be more relatable compared to let's say offshoring in India, where the Philippines, where it's more noticeable. But as I say before, Spanish, it will be the most spoken language in the United States, if not today, very soon. So the fact that these agents here, as you say are.
Structured and disciplined and they show the cognitive skills to become bilingual, which takes a lot of work. I get these individuals that are walking through the door already showing me something. And so what I try to do, and I think you'll agree with this, cuz you've been here. I will focus on not just their grammar, but more their vocabulary.
We look in thesaurus so we can choose certain words that would be more appropriate for a phone call or for customer support. So we can do a first call re. Because just by saying the word help, Dave, you know, this, that could open up so many rabbit holes, it's better to say assist, lend a hand or guide somebody.
And so under my direction, that's where I take this delicate second language of theirs and use our experience being an Anglosaxon and growing up in the United States and giving them the ability to be able to communicate more properly with the sort of clients that we have in the United States.
Inside BS Show has accepted my invitation to join your audience for a solid discussion regarding taking a chance by moving abroad and starting a company from scratch in Costa Rica. Dave Lorenzo discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expression reading.
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... -
Top three takeaways on Inside BS Show with Richard Blank. B2B expert in telemarketing.
- Tags
- BPO COSTA RICA
- CCC
- COSTA RICA'S CALL BPO
- COSTA RICA'S CALL CENTER
- OUTSOURCING
- OUTSOURCING COSTA RICA
- PODCAST GUEST
- RICHARD BLANK
- RICHARD BLANK CALL CENTER
- RICHARD BLANK COSTA RICA
- RICHARD BLANK O
- CCC
0 Comments 3 Views.Top three takeaways on Inside BS Show with Richard Blank. B2B expert in telemarketing.
Dave Lorenzo: All right, Richard, take a second and think of three things we should take away from our time together. Three things we want people to remember from our conversation today, while you're doing that, I wanna remind folks that we're brought to you by St. Draki corporate advisors. So if you wanna reduce your tax exposure, you gotta give Sindrowski a call.
You can reach out to them at 8667171607, 8667171607. Cendrowski Corporate Advisors. Is there a CPA firm with a different perspective? We're also brought to you by my revenue roadmap guide. Go to revenue, roadmap, guide.com. Enter your contact info. Download your free business development plan today.
It's my gift to you for listening to the show for watching the show. Our guest today is Richard blank. You can call him at Costa Rica's call center eight eight eight two seven one sixty seven fifty eight eight eight two seven one sixty seven fifty. Or you can email him his emails down in the show notes.
All right, Richard, what should, what are folks listening? Are folks watching? What are the three? They should take away from our time together today.
Richard Blank: First thing they should take away is that I'm very grateful for their time. And thank you for listening to the entire podcast. I know a lot of people like short segments, hopefully I kept your attention, but anybody that wants to reach out to me just to say hello, and just to touch base or have any sort of suggestions, be more than willing to take any call and just to say, uh, in to meet some people.
I'm hoping that people after watching us today will see that you can be self confident in what you do. And also you can assist others to become more self-reliant. Success is built on 1 million thank yous. And I believe that like the bricks and the wall behind me in my building, that I built that you're capable of growing.
If you're assisting others. And I've learned that. And I learned that the easy way, not the hard way, because that's how I was raised. And the third thing is if you take these long shots and you take these risks, it can also pay off. I have a beautiful life here. As I mentioned before I collect antiques, I bought a limousine in 1984, Mercedes 300 D for my clients.
And I restored that was able to build out a building for my call center. So all of my dreams have come true. And I think the most satisfying thing that I did was I was true to myself, going back to Philadelphia and being a Spanish major and using that to being where I am today. Obviously I had this vision as a young man that I, that I stuck behind.
Most people quit 80% in, or there's a lot of naysayers that will say don't do it. And these are the ones that love you the most and care about you the most. But you also have to stand. and you have to als... -
Richard Blank explains the spectrum of call center work on the INSIDE BS SHOW.
- Tags
- BPO COSTA RICA
- CCC
- COSTA RICA'S CALL BPO
- COSTA RICA'S CALL CENTER
- OUTSOURCING
- OUTSOURCING COSTA RICA
- PODCAST GUEST
- RICHARD BLANK
- RICHARD BLANK CALL CENTER
- RICHARD BLANK COSTA RICA
- RICHARD BLANK O
- CCC
0 Comments 5 Views.Dave Lorenzo: All right. So, uh, talk to us about. The, uh, the type of work you do. Uh, I think a lot of people who are listening, a lot of people who are watching, they think of when they think of a call center, they think of, you know, calling like the help desk to solve problems. But you do a lot more than that. So explain the spectrum of work that you do at Costa Rica's call center,
Richard Blank: Many different profiles that we have here.
Richard Blank: And that's an excellent question, Dave. We, we're very flexible. If there's non-voice support, you can have people that are just answering emails or just doing chat support. Then you have people that are inbound customer support, which is what you're usually used to calling any sort of company. We also have certain agents that are capable of doing outbound lead generation and appointment setting for people.
Richard Blank: My favorite is a hot lead transfer. One. You get it while the lead is hot, and then you have the, the ACEs, you got the closers, they're very competitive down here and they're in high demand. So, uh, once again, I kind of see them as mercenaries. They'll just jump to. Best deal and you might not keep them along.
Richard Blank: So I usually like to feel most comfortable around a level one customer. Lead generation and appointment setting, and then avoid, uh, eventually we can mold them into being salespeople on the phone. Uh, these individuals, it's very important that the client respects the labor laws here in Costa Rica, because a lot of the times they will be asking for certain overtime or certain adjustments that they need to understand.
Richard Blank: Um, you are dealing with another country and they have different types of rules. So the best thing for us to do prior to working with the clients, to let them know of our holidays that we have and the other things that might disrupt any sort of workflow. We also would like for them to know the sort of culture that we have here, not necessarily in Costa Rica, but at my call center.
Richard Blank: I don't like when supervisors write in bold or they write in red, I don't like cursing or screaming because you can bend them, Dave. But the worst thing we can do is break. Yeah. And it's not fair, not for our reputation for your project or even for the vibe of the project. The clients have to ensure that we have all the resources well before making phone calls.
Richard Blank: I gotta make sure that the station is set up. Do we log into you through a VPN? Are we using your CRM or our CRM? Our dialer, your dialer list, scrubbed rebuttal script. Do you have recordings for me? Who's doing the onboarding. Who's doing the training. What sort of quality assurance and QA scores do you have there?
Richard Blank: So, and it's okay. Dave, if I've worked with people before that don't know the, the terminology or the QA f... -
Nobelbiz First Contact Podcast guest Richard Blank of Costa Rica's Call Center
B2B telemarketing tips- Tags
- BPO COSTA RICA
- CCC
- COSTA RICA'S CALL BPO
- COSTA RICA'S CALL CENTER
- OUTSOURCING
- OUTSOURCING COSTA RICA
- RICHARD BLANK
- RICHARD BLANK CALL CENTER
- RICHARD BLANK COSTA RICA
- RICHARD BLANK OUTSOURCING
- TELE
- CCC
0 Comments 11 Views.www.youtube.com/watch?v=vzzxuCSl9uI
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.
Chapters:
00:00 Intro / Richard Blank Presentation
1:35 Fortune Favors the Brave: The beginning of a Call Center Journey
3:14 People and moments that made you start your call center career
5:04 How do you build a call center culture and grow call center agents
08:03 Addressing conflicts within the call center**
10:41 Adequate Training for Omnichannel Personalization
13:54 The Engagement Toolkit to Fight Attrition
17:05 Rhetoric and Phonetic Delivery: The Secret sauce of a Phone Call
26:54 AD
28:54 What Got Taken Away During COVID
32:41 Old School Retro Gaming Turned Into Gamification
38:40 The 30s Rule Technique
42:22 Positive outcomes after Covid
46:36 Keeping up with the team remotely
48:47 Being an agent at the Costa Rica’s Call Center
52:45 Looking forward into 2022
54:42 Ending thoughts
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 tra... -
b2b Call Center Appointment Setting
- Tags
- BUSINESS PROCESS OUTSOURCING COSTA RICA
- CALL CENTER COSTA RICA
- CCC
- CENTRAL AMERICA CALL CEN
- COSTA RIA OUTSOURCING
- COSTA RICA CALL CENTER
- COSTA RICA TELEMARKETING
- COSTA RICA'S CALL CENTER
- RICHARD BLANK
- CALL CENTER COSTA RICA
0 Comments 17 Views.Does your nearshore company rely heavily on bilingual appointment setting for growth and profit? Do you invest a major part of your telemarketing marketing budget to make it effective? At Costa Rica’s Call Center, our Central AMERICA appointment setting service will give you an advantage before your competition can have a chance to present their product or service. We will work through and familiarize ourselves with your work schedule by utilizing a shared, easy to use online web calendar. Costa Rica’s Call Center will keep your BPO appointment machine going in order to maximize your daily sales performance and affording you well deserved down time to recharge and prepare for the next meeting.
Our offshore call center appointment setting services will take care of producing qualified meetings with many potential clients in both English and Spanish. Let our first impression turn a telemarketing cold call into a warm introduction that produces revenue and referrals for your business. Nearshore appointments are set with the decision maker only, period. Costa Rica’s Call Center will afford you the luxury of concentrating more on closing the deal at hand, while effortlessly moving on to the next warm BPO appointment that is waiting for you.
Our Costa Rica’s Call Center telemarketing agents excel in positive first impressions, great communication skills and limitless persistence on the phone. Depending on your specific nearshore appointment setting campaign, we always assign the Latin America telemarketers that are best suited for your outsourced project. As we hire and train your bilingual appointment setting telemarketer team, we particularly look for call center candidates that have the ability think on their feet while asking your predetermined qualifying questions. More importantly, extensive note taking is made during the life of the telemarketing conversation to uncover specific interests or concerns that can prove to be an invaluable tool when you enter into your first meeting. Our bilingual BPO agents have been specifically trained to ask for an appointment on every call and to report on why an appointment has been rejected for further offshore campaign analysis and strategic improvement.
CLASSIC ART DECO BUILDING WITH RETRO NEON MARQUEE DISPLAYS COSTA RICA'S CALL CENTER IN STYLE.
The 1958 "SUPER LA CUADRA" building was transformed into a modern 3 level call center operation in Costa Rica's famous barrio of Escalante-Carmen. Fortunately, 15 walls of original brick was preserved as well as many fond memories shared by the local residents as they stroll by the amazing structure. CCC boasts the largest collection of American pinball in Costa Rica. An impressive row of 11 classic machines on free play. A gamification call center culture was created and is the only known retro video arcade game room for employees in Latin America.
The beauti... -
COSTA RICAS CALL CENTER 10TH YEAR ANNIVERSARY
- Tags
- 10 YEAR CALL CENTER
- 1984 300D MERCEDES W123 LONGWAGON SEDAN LIMO
- BARRIO ARANJUEZ
- BPO
- business process outsourcing
- call center
- costa rica
- customer servic
- esl outsourcing
- obamacare
- telemarketing
- 1984 300D MERCEDES W123 LONGWAGON SEDAN LIMO
0 Comments 27 Views.
COSTA RICA CALL CENTER JOB
4001-7749
[email protected]
90% English.
call us at 4001-7749
www.outsourcingtocostarica.com
COSTA RICA'S CALL CENTER FREE PLAY EMPLOYEE GAME ROOM
www.youtube.com/watch?v=cYE04hh6BwM
COSTA RICA'S CALL CENTER FAN PAGE:
www.facebook.com/groups/23284906585/
BARRIO ARANJUEZ, 23RD STREET AND 11TH AVENUE. San Jose, Costa Rica
https://goo.gl/maps/4TXSs8zFeuo -
ccc barrio aranjuez costa rica
- Tags
- appointm
- bilingual call center agent
- BPO
- business process outsourcing
- call center
- costa rica
- customer service
- esl outsourcing
- lead generation
- obamacare
- telemarketing
- virtual executive assistant
- bilingual call center agent
0 Comments 30 Views.www.youtube.com/watch?v=cYE04hh6BwM&t=52s
www.facebook.com/groups/23284906585/
WWW.OUTSOURCINGTOCOSTARICA.COM
Costa Rica's Call Center (CCC) is a state of the art telemarketing outsourcing call center located in the capital city of San Jose, Costa Rica in Central America. Our bilingual call centers primary objective is to personally fulfill your need of key BPO call center telemarketing services. The main focus of every BPO outsourcing campaign will always be to personally educated and enhance the skills and every call center agent so that we may give superior quality of outbound and inbound telemarketing solutions to small and medium sized international companies, entrepreneurs as well as fortune 500 companies. -
OBAMACARE WILL CAUSE OUTSOURCING IN 2014
BPO OBAMACARE- Tags
- appointm
- bilingual call center agent
- BPO
- business process outsourcing
- call center
- costa rica
- customer service
- esl outsourcing
- lead generation
- obamacare
- telemarketing
- virtual executive assistant
- bilingual call center agent
0 Comments 23 Views.OBAMACARE increases outsourcing in 2014? Enacted in July 2010, The U.S. healthcare reform (“Obama Care” or the “Patient Protection and Affordable Care Act”) is intended to pressure large and small employers through force and taxation. The end result will show North American companies deciding to send customer support, sales, lead generation and appointment setting jobs offshore to stay competitive or risk going out of business. Many business owners will hire a dedicated bilingual employee nearshore who is 100% qualified for their project. Financially speaking, ESL call center employees in Costa Rica are as effective as transitional in-house staff for half of the cost. This proven strategy will give small to medium sized companies the option to scale up their BPO staff without getting caught in the Obamacare challenge in 2014.
www.obamacareoutsourcing.com/ -
BUSINESS PROCESS OUTSOURCING OFFSHORE.
Our call center encourages you to visit one of our locations.Costa Rica is a tropical destination with an internationally respected rain forest and strong eco tourism following. The Latin American country experiences only two seasons: wet and dry. The dry season is generally between late December and April, and the wet season lasts the rest of the year. Temperature is more a matter of elevation than location with a mean of around 72 to 89 degrees.
Costa Rica's Call Center (CCC) is a state of the art 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.
The bilingual staff has enjoyed a spike in morale, increased online labor support and a flattering local reputation in CENTRAL AMERICA as a great call center environment run by generous owners.CCC Human Resources Department was intent on a positive learning experience by combining fast momentum and a creative mind. Proving a solid ROI on a large internal expense for employee retro gaming recreation,The best team bonding activities for all companies.Improve employee satisfaction and motivation through gamification. The LATIN AMERICA millennial generation that grew up playing video games at home did not share the same pleasure and stimulation as the early retro gamers that had an arcade on every corner and local mall in the United States.
Our new video arcade room has given CCC another strong gust of wind in our sails. Costa Rica's Call Center will continue to reward our amazing staff by a pace of 1 new arcade machine per 44 new telemarketing agents hired and hitting their monthly quota.The best employee bonding activity is a video arcade game room. Company satisfaction is at a high with a cool break room.Today, CCC firmly stands behind having our call center employees experience the authentic arcade sounds, sights and real time retro competition.
The reality today is that CCC has become the only call center to have gifted their entire staff a video arcade game room to have fun, period. All agents are given the option to arrive early to play the games or they may choose to stay inside and enjoy the machines during the evening while waiting for their ride to safely take them home.EMPLOYEE APPRECIATION friendly call center environment became more pleasurable immediately which can offset a demanding telemarketing career. Any BPO boss could only imagine and wish for laughter, smiles, spirited jokes and high energy at their CENTRAL AMERICAN office on a Monday morning before shift.A smart motivational technique used for CCC BPO agents is to compete on the machines in the game room.LATIN AMERICANs have courage and can back up their swagger on the phone after dominating the video games duri...
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