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Share FIRST CONTACT PODCAST. One of Richard Blank’s (CEO of Costa Rica's Call Center) strong suits is balancing his time as a leader. STORIES OF THE CALL CENTER NOBELBIZ
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FIRST CONTACT PODCAST. One of Richard Blank’s (CEO of Costa Rica's Call Center) strong suits is balancing his time as a leader. STORIES OF THE CALL CENTER NOBELBIZ
FIRST CONTACT STORIES OF THE CALL CENTER NOBELBIZ PODCAST RICHARD BLANK COSTA RICAS CALL CENTER TELEMARKETING.
I also talked about a certain sort of balance in the call. And I follow through with phonetics, that simple form of micro expression reading, you can usually read somebody’s body language. So since we don’t have the luxury of sight here, I decided that our other senses should be expanded. I believe that we should expand our rhetoric regarding our descriptions. And I also think our hearing should be expanded five times.
On the phone, you can’t taste, touch or smell. So once again, you’re in a controlled environment, it should be expanded, you just know how to tap into it. So this is the code that I think I cracked after 21 years in this industry. I have a phonetic lesson that I would like to share with you, one that can be manipulated, but then I have the ultimate lesson that I think is indisputable.
Phonetics: tone, rate, pitch, duration
Let’s begin with phonetics. The first four sections of phonetics are tone, rate, pitch, and duration.
The tone represents your emotion. In my opinion, it should always be confident and empathetic, like a doctor, like a lawyer or your caring parent that will tell you that everything is going to be okay. In focus groups studies, you need a consistent variable to see inconsistencies, I believe that your tone should always be confident and empathetic. You should match the client when they’re like that, but don’t match them if they’re in a bad mood, they’re angry or pessimistic.
Now here’s the part where you’d be able to mirror image your client I believe. And I brought some props to a party like this, my third grade teacher be proud, I gave you a simple XY chart, because this is how we’re going to be working here.
Your pitch here represent your speaking level. And you could be screaming at me, you could be whispering. Your rate here is how fast you speak and how slow you speak. And you can generally, it’s like eighth grade pre-algebra.
You can control your tone, you can control your pitch and your rate of speech. The one thing I believe subconsciously that you cannot control consistently is your answering speed.
And consistently with the work that I’m doing on the CRM, I could be active listening, I could be also typing. But after about three weeks of paying attention to this XY chart that you’re doing to see if there’s a spike or a dip, it makes habit. Why do I do this? Because sometimes you’re not sure when to ask a tie down question. Some people call it a pin down question, a rebuttal, or confirmation question.
The main goal of this Christian, I don’t know this individual with whom i’m speaking. So I’m able to at least adopt, how they might be reacting, and when it would be necessary for me to interject and get some sort of confirmation to move forward.
So I believe that for individuals that are just starting out in telemarketing, or even seasoned professionals. I think you could use this from time to time in your performances, that this will at least give you a focused group controlled study 30 seconds to two minute attention span.
The theory of ‘No, Know, Now’
Understanding the theory of ‘No, Know, Now’. We have conditioned stimulation: a lot of the times when you walk into a store, someone will ask if you would like something. We’re conditioned to say, ‘No’. So no, to me, represents size, strength, and strategy. So no, turns into now your balance, I know how to talk to you for 10 minutes.
And I believe that if you have this sort of structure in the back of your mind while you’re working on your job, you will see the certain telesign that will enable you to prolong conversations to be able to eliminate any sort of rebuttals.
When it comes to call center turnover, Richard Blank (Costa Rica's Call Center) shares insightful advice on how to keep the staff engaged in the industry with the highest attrition - all from a training perspective.
It starts with setting the right mindset and the relationship you have with the agent.
Find out more from our latest podcast episode: Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank
View all episodes
By richard blankFIRST CONTACT STORIES OF THE CALL CENTER NOBELBIZ PODCAST RICHARD BLANK COSTA RICAS CALL CENTER TELEMARKETING.
I also talked about a certain sort of balance in the call. And I follow through with phonetics, that simple form of micro expression reading, you can usually read somebody’s body language. So since we don’t have the luxury of sight here, I decided that our other senses should be expanded. I believe that we should expand our rhetoric regarding our descriptions. And I also think our hearing should be expanded five times.
On the phone, you can’t taste, touch or smell. So once again, you’re in a controlled environment, it should be expanded, you just know how to tap into it. So this is the code that I think I cracked after 21 years in this industry. I have a phonetic lesson that I would like to share with you, one that can be manipulated, but then I have the ultimate lesson that I think is indisputable.
Phonetics: tone, rate, pitch, duration
Let’s begin with phonetics. The first four sections of phonetics are tone, rate, pitch, and duration.
The tone represents your emotion. In my opinion, it should always be confident and empathetic, like a doctor, like a lawyer or your caring parent that will tell you that everything is going to be okay. In focus groups studies, you need a consistent variable to see inconsistencies, I believe that your tone should always be confident and empathetic. You should match the client when they’re like that, but don’t match them if they’re in a bad mood, they’re angry or pessimistic.
Now here’s the part where you’d be able to mirror image your client I believe. And I brought some props to a party like this, my third grade teacher be proud, I gave you a simple XY chart, because this is how we’re going to be working here.
Your pitch here represent your speaking level. And you could be screaming at me, you could be whispering. Your rate here is how fast you speak and how slow you speak. And you can generally, it’s like eighth grade pre-algebra.
You can control your tone, you can control your pitch and your rate of speech. The one thing I believe subconsciously that you cannot control consistently is your answering speed.
And consistently with the work that I’m doing on the CRM, I could be active listening, I could be also typing. But after about three weeks of paying attention to this XY chart that you’re doing to see if there’s a spike or a dip, it makes habit. Why do I do this? Because sometimes you’re not sure when to ask a tie down question. Some people call it a pin down question, a rebuttal, or confirmation question.
The main goal of this Christian, I don’t know this individual with whom i’m speaking. So I’m able to at least adopt, how they might be reacting, and when it would be necessary for me to interject and get some sort of confirmation to move forward.
So I believe that for individuals that are just starting out in telemarketing, or even seasoned professionals. I think you could use this from time to time in your performances, that this will at least give you a focused group controlled study 30 seconds to two minute attention span.
The theory of ‘No, Know, Now’
Understanding the theory of ‘No, Know, Now’. We have conditioned stimulation: a lot of the times when you walk into a store, someone will ask if you would like something. We’re conditioned to say, ‘No’. So no, to me, represents size, strength, and strategy. So no, turns into now your balance, I know how to talk to you for 10 minutes.
And I believe that if you have this sort of structure in the back of your mind while you’re working on your job, you will see the certain telesign that will enable you to prolong conversations to be able to eliminate any sort of rebuttals.
When it comes to call center turnover, Richard Blank (Costa Rica's Call Center) shares insightful advice on how to keep the staff engaged in the industry with the highest attrition - all from a training perspective.
It starts with setting the right mindset and the relationship you have with the agent.
Find out more from our latest podcast episode: Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank