How to build trust with your team_

Richard Blank

The Stclair speaks show featuring YAHAVY ST CLAIR. Special nearshore BPO guest Richard Blank  "Turn your Ideas into income, mastering your ideas will master your income." -Yahavy St Clair. The StclairSpeaksshow is an interview format podcast show where I highlight and showcase professionals in business from across the world, we discuss topics from within their industry expertise and dive into their backstory on how they got to where they are today.   A serial entrepreneur from new york city I sold comedy tickets in the streets of times square new york city for seven years which has helped me turn my obstacles into opportunities with my gift for gab ability naturally I use my personality to showcase my comedic side in my content as a content creator promoting my podcast. I've done voiceovers for a cartoon project I currently recording in the process I love what I do and how I can pull people in as a speaker. Finding voices.com was the missing puzzle for me to find my power voice and bring life to the characters and roles I play.  On this episode of The StclairSpeaks Show, host Yahavy St Clair interviews special guest Richard Blank, the CEO and founder of Costa Rica's Call Center. The episode explores the theme "Turn your Ideas into Income, Mastering your Ideas will Master your Destiny".Key Episode HighlightsIndustry Focus: Deep dive into the world of nearshore Business Process Outsourcing (BPO) and customer experience (CX).Soft Skills Mastery: Discussion on telemarketing training, focusing on interpersonal communication and conflict management.Gamification & Leadership: Insights on boosting team morale and performance through gamification in a structured call center environment. Entrepreneurial Journey: Richard shares his personal story of moving from Philadelphia to Costa Rica to build a bilingual nearshore empire.  Yahavy St Clair: Host of The StclairSpeaks Show, a business podcast that interviews global industry experts, authors, and visionaries to map out their journeys to success.  Richard Blank: A nearshore BPO trainer, entrepreneur, and keynote speaker known for promoting soft-skills culture and strategic B2B/B2C communication.  https://youtu.be/1wFdOrNAuQ4?si=M3dWNtwV0M4BOt8H

Transcript

00:00So this is something that's been very hot recently.

00:02You know, I've had a lot of different guests recently on the show.

00:06And there is this one word that I'm thinking about right now.

00:10And I just jotted this down.

00:11Trust.

00:12Richard, how are you building trust with your team?

00:17With no surprises.

00:19I like being forthright.

00:20If it is with my team, for an example, I will make sure that they have all the resources

00:25to reduce any sort of fear, because that's a morbid anticipation of something that hasn't

00:30happened yet.

00:30If I only give you a list of 100 numbers and all of them are wrong, you're going to feel

00:34very uncomfortable.

00:36But I have to let my agents know that I spoke to the client and we're getting a new list,

00:39or we're going to be working on rebuttals, or we're going to work on an email template.

00:43And so as long as people participate and they're engaged, it reduces any sort of fear and increases

00:49the trust.

00:50I don't expect it off the bat.

00:52Just because I own a company, you shouldn't trust me.

00:54I need to earn that.

00:55Maybe by doing your due diligence, sending my credentials, giving referrals and references,

01:02possibly when you're on the phone with me, earning your business by giving you consulting

01:06for free.

01:07It's almost like the Chinese restaurant at the mall.

01:10They'll give you a little toothpick of the sesame chicken.

01:14That's smart because you know it's good enough and you know I'm going to order it.

01:17But if it were my Chinese restaurant, I'd probably give you at least a half a dish.

01:21So you really love it.

01:23You know, I'm a guy that gives heavy portions.

01:25And so it's my pleasure not to give away special sauce because there's really no special sauce

01:30here.

01:30It's just common sense and I can work you through certain techniques.

01:33But if somebody calls me, I'll walk you through your script.

01:36I'll make suggestions.

01:37I'll explain metrics and why there's a difference between a predictive dialer and manual dialing.

01:43And I'll do that with the agents as well.

01:44I'm not going to say why I'm going to do a what and a how so then they can give

01:50me their

01:50arguments on how they would be able to be more productive or what is holding them back

01:56from converting a call and fulfilling clients needs.

01:59And, you know, Javi, I think a lot of it has to do with maturity.

02:04And the second thing is impulse control.

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