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The Talkspan Podcast by Palindrome Communications. An interview with Call Center CEO Richard Blank.

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In this episode of The Talkspan Podcast by Palindrome Communications, Richard Blank, CEO of Costa Rica's Call Center, discusses integrating empathy into BPO, digital marketing, and call center management. He emphasizes treating employees with dignity, active listening, and using empathetic,, persuasive communication to improve customer service, alongside insights on leadership during challenging times.

Key Themes and Insights:
Empathy in Operations: Treating employees with respect, fostering a positive corporate culture, and using empathy to improve customer interaction, rather than just treating them as expendable resources.
Customer Support & Sales: Emphasizing active listening, such as using names and repeating questions, to create a better experience.
Leadership & Crisis Management: The importance of maintaining character, adjusting tone, and fostering employee motivation during chaotic situations.
Call Center Experience: Richard Blank shares his journey of building a large near-shore, bilingual call center in Costa Rica, focusing on advanced telemarketing, interpersonal skills, and the art of speech.
The episode provides valuable perspectives for those in leadership, sales, or communications roles looking to foster better connections.

https://youtu.be/f_dmjjBj_Yo?si=153j8EWKCjC5v4HR
Transcript
00:00And it's very poetic as well, right?
00:02Well, I think it's fantastic.
00:04And as I said before, that any time that you are speaking a second language, any conversation, even if it's about the weather, is just enticing.
00:12So you're never bored.
00:14So the fact that you can jump back and forth into or multiple languages, I only think it only increases any sort of relationship and conversations.
00:24So you're bilingual as in English and Spanish, right?
00:28That is correct, yes.
00:30Over here in my country, we tend to be trilingual.
00:36Tell me.
00:37Yeah.
00:37In general, people over here, they speak Bahasa Malaysia, which is the Malay language, which is the national language.
00:44And then they also, like me, I speak English, right?
00:47So in general, I think you can meet a lot of people that generally speak English because we have a lot of foreigners here as well and all that.
00:53And we were colonized as well by the British.
00:56And they speak their mother tongue.
01:00So Indian people speak maybe Tamil, Chinese people, maybe they speak Hokkien, you know, and things like that.
01:06Besides the spoken language, I guess in your cities and in your country, you must have so many different types of food and traditions and cultures.
01:18You have a national culture, but I'm sure with all these other languages, people are sharing their experiences.
01:23Am I correct?
01:25Yeah, yeah.
01:26And we have a rich sort of intermingling between cultures and, you know, linguistically as well.
01:33Actually, I think Spanish as well, if I'm not mistaken, like, like just not far from here in the Philippines, they were colonized by the Spaniards.
01:46And yeah, so they have they have like Spanish last names.
01:50I think some of them might even speak Spanish.
01:54Yeah.
01:55That is pretty cool.
01:57I like that.
01:58It means that your country is very open minded and accepting.
02:02Well, yeah, it depends.
02:04I mean, if you talk about language, I mean, I mean, I'm very interested in the subject of language and how we can actually change mindsets, you know, and like you said, broaden mindsets and things like that.
02:15And also because learning different languages helps, it actually exposes you at least mentally without you even leaving the home to new ways of looking at the world, right?
02:29I agree.
02:30I totally agree.
02:31But I mean, look at the level of your English.
02:33And we spoke about this prior to the podcast.
02:36It really shows structure and dedication and commitment.
02:39And so if you speak to somebody like myself on the other side of the world and and you tell me how much time you've invested in this, once again, your first impression is huge.
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