A call center case study. Inside BS Show guest Richard Blank

Dave Lorenzo: All right, Richard. So before we went to that break, I asked you to think of a case study for us. Have you come up with one?Richard Blank: I have, in fact, I can make it easy for you. I could do it across all verticals. How does that sound? So it applies to every account that I have. I always have an answer for that. A couple things we can do.Richard Blank: The first thing is there's certain words that you have because the vowels in Spanish in English could give away. So we write certain words out phonetically for them, even though they need to know how to spell it properly, that can eliminate any sort of confusion or any sort of guessing. The second thing is, let's say for an example, that we're representing a company that's out of Chicago in a certain suburbs.Richard Blank: What we like to do with a lot of the times is just take a Google. Right around the block and just to see the local pizza parlors, the parks, the churches, and what's going on around there. So instead of just giving us specific direction, we can talk about Mike's pizza, which everybody knows more than anything.Richard Blank: And finally, we, we have to ensure that if people do follow up or even subcategory questions that we need to have every single sort of vocabulary for that. Doesn't mean that we need to have it memorized, but we should have a glossary of terms. So just, if something comes up, we're skilled enough to say that's an excellent question, Dave, and we could look it up while we're answering that question for you.https://tunein.com/podcasts/Business--Economics-Podcasts/Inside-BS-with-Dave-Lorenzo-p1258770/?topicId=173106229https://www.ivoox.com/en/how-to-build-a-world-class-call-center-audios-mp3_rf_88970286_1.html Hosted on Acast. See acast.com/privacy for more information.