Richard Blank is the CEO, President, and Bilingual Telemarketing Trainer for Costa Rica's Call Center, a state-of-the-art BPO telemarketing outsourcing company. Through his motivational public speaking style and appropriate rhetoric, Richard has been a proven bilingual trainer for 12 years.

He also manages a school for advanced telemarketing and soft skills and is often sought-after for private training sessions and consultations. To expand Costa Rica's telecommunications and business appeal, Richard became a strategic partner of the Pacific Rim Chamber of Commerce and Solo Telecommunications.

In this episode…

In the past, telemarketing call centers were restricted to offshore countries and were compared to Hollywood boiler rooms. When modernized for today's social conditions, these centers can provide employee agents with learning and professional growth opportunities. So how can you facilitate a positive experience for both agents and clients?

Telecommunications expert Richard Blank regards the work performed in modern call centers as an art form. These centers are social environments that differ from virtual interactions, so it's crucial to equip your agents with the verbal communication, active listening, and soft skills needed to engage with clients. Richard is empathetic toward his agents' needs and work styles and encourages them to embody the same level of empathy when speaking to clients. When you cultivate a socially enriching company culture, your agents are more likely to perform their tasks with passion rather than complacency.

CEO of Costa Rica's Call Center Richard Blank joins Rolando Rosas in this episode of What The Teck? to talk about optimizing call centers for the modern work environment. Richard addresses call center stereotypes and modern call center trends, how call centers maximize productivity and encourage professional growth, and how to train employees in telecommunications and soft skills.