RICHARD BLANK COSTA RICAS CALL CENTER. FIRST CONTACT STORIES OF THE CALL CENTER NOBELBIZ PODCAST

FIRST CONTACT: Stories of the Call Center is the place where untold stories from unsung heroes of the contact center world become heard. Leaders of the industry gather for a conversation with our host Christian Montes to talk about success and failure, about business and people, tips and debates that can help you in day-to-day life. NobelBiz Inc. is an industry-leading provider of contact center software solutions, from their patented carrier of carriers networks to their new, innovative, and fully-remote omnichannel contact center solution. Their network guarantees crystal clear voice quality and 100% uptime.Our novel NobelBiz OMNI+ omnichannel contact center solution makes sure agents can seamlessly switch between Twitter and voice, or any channel, with a simple click. Their support and engineers are always ready to guarantee full compliance and attestation solutions.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 BlankThis 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 Presentation1:35 Fortune Favors the Brave: The beginning of a Call Center Journey3:14 People and moments that made you start your call center career5:04 How do you build a call center culture and grow call center agents08:03 Addressing conflicts within the call center**10:41 Adequate Training for Omnichannel Personalization13:54 The Engagement Toolkit to Fight Attrition17:05 Rhetoric and Phonetic Delivery: The Secret sauce of a Phone Call26:54 AD28:54 What Got Taken Away During COVID32:41 Old School Retro Gaming Turned Into Gamification38:40 The 30s Rule Technique42:22 Positive outcomes after Covid46:36 Keeping up with the team remotely48:47 Being an agent at the Costa Rica’s Call Center52:45 Looking forward into 202254:42 Ending thoughtshttps://youtu.be/PpYis4GsnPQhttps://youtu.be/zuv2O6nbTDkhttps://youtu.be/94HZBXUHB1Qhttps://youtu.be/uAT_O-uxMDM Hosted on Acast. See acast.com/privacy for more information.