COSTA RICA'S CALL CENTER

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...

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