Call center attrition High Jumpers.

Richard Blank

Welcome to the Coaching 4 Companies. Your go-to destination for transformative insights in business strategy, growth, and development. Coach Wayne Brown and our expert team specialize in business consulting, crafting bespoke solutions for optimal business development. Dive into a world of leadership development, where we unveil the ultimate talent development plan. Whether you're seeking business coaching, executive coaching, or career coaching, our channel is your guide to unlocking your full potential. Subscribe now for dynamic content, actionable strategies, and a roadmap to elevate your business to unprecedented heights. Let's embark on a journey of success together!  The ET Project with Coach Wayne Brown is a podcast and executive development initiative focused on empowering leaders, particularly in the face of AI and modern business challenges. Hosted by Wayne Brown, a coach with over 25 years of experience, the project features conversations with experts on leadership, strategy, and professional growth.  Forget suits and boardrooms, grab your sunscreen and flip-flops! The ET Project takes a virtual trip to Costa Rica's bustling capital, San Jose, to chat with an icon – Richard Blank. He's not just a business leader, he's the king of pinball and vintage jukeboxes, injecting playful energy into his thriving call center empire.  In this episode of The ET Project Podcast, host Wayne Brown interviews Richard Blank, CEO of Costa Rica’s Call Center, to explore his unique "CEO pinball call center odyssey" and how he redefines success through passion and play. The conversation highlights how Blank integrates his lifelong love for vintage pinball into his leadership style and company culture.  Key Themes and Insights Pinball as a Metaphor for Leadership: Richard Blank discusses how the mechanics and "flow" of pinball parallel business strategy, focusing on "flipping obstacles" and maintaining momentum. Workplace Gamification: He emphasizes building a positive company culture through play, using his collection of vintage pinball machines to foster engagement and personal connections among employees. Authentic Communication: Blank shares techniques for better business communication, including the use of phonetic microexpressions and the importance of patience and self-reflection. Redefining Success: The episode explores Blank's journey from Philadelphia to Costa Rica, where he "broke the mold" of traditional family expectations to build a 150-seat call center based on being true to oneself.

Transcript

00:00And as you mentioned earlier, the industry is notorious for high attrition rates.

00:07Yes.

00:08That, I believe, is not so much the experience for you. I'm wondering,

00:12what is it that you do different to the general populace within the call center BPO industry?

00:20Okay. Well, let's look at it in a very candid way. There's two types of attrition when you have

00:27natural and forced attrition. Let's do forced attrition. You know, Billy's showing up late,

00:34smoking weed at lunch, not making his phone call, a cancer, a jumper, and a disruptor. He's got to go.

00:39I mean, it's just, I know he's got great English, but he's the worst. So what are you going to

00:44do on

00:44that? But secondly, you have natural attrition. What happens if somebody is studying at the

00:50university to be a doctor? It might be a scheduling conflict about transportation. It could be closer

00:56to their home. Maybe their girlfriend works there. And if you're highly marketable, maybe there are

01:01more lucrative opportunities. Do I take it personally? No. But yeah, if you just leave here

01:08without a two weeks notice and can't even look in my eyes and say, Richard, we had a great run.

01:14That's nice. I'd like to still bump into you one day and be proud to know you. I mean, you've

01:19started

01:20strong. You can end strong. So at least through my accountability to my client, it allows me the

01:28time. That's why that's two weeks to do that transition. But I tell you what, if I do get

01:33the piece out, not show up on Monday because Amazon's hiring and it's a better schedule,

01:38those are the times that I will call my client with no surprises. I always have a solution. Let

01:43them know what's going on. And as much as you think it might set you back, one, it's only because

01:48of the possibility. What it's really doing is pushing you forward nine because your client trusts

01:53you. It knows you're a straight shooter and you got the plan. And so if they think that these people

02:00are going to tattoo the name of the project on their forehead and work here for the next two decades,

02:05they're sadly mistaken.

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