Benefits of AI in telemarketing_ clip (10_30-12_32)

Richard Blank

Author your Brand Show.  Surfing, Bilingualism, and Non-Voice Omnichannel Support with Richard Blank  The Author Your Brand show takes a deep dive into becoming a best selling author, sometimes without writing a word. The host, Doug Crowe, interviews CEO’s of multi-million dollar firms, successful entrepreneurs, and “slightly” famous people. Guests include the former CMO of Starbucks Asia, the Inventor of GPS (who sold the company he founded for $6.6 Billion) & NYT bestselling authors. This daily LIVE show uncovers the mindset of these visionaries & their success tips  In a lively podcast interview hosted by Doug Crowe, Richard Blank, founder and operator of Costa Rica's Call Center (CCC), a thriving call center in Costa Rica, shares his passion for surfing, bilingualism, and the challenges of operating a call center in a global market. Richard explains the high-quality services his call center provides to clients across North America, Central America, and Europe, emphasizing the importance of bilingual, college-educated agents dedicated to specific campaigns.  The conversation then turns to the benefits and drawbacks of non-voice omnichannel support, as Doug and Richard discuss the value of personal engagement when it comes to creating a rapport with customers that extends beyond the immediate transaction. This interview will be relevant to anyone interested in call center operations, customer support, and building lasting customer relationships.   What does catching waves in Central America have to do with scaling high-growth digital customer service teams? In this episode, we sit down with Richard Blank, a Northeast Philly native who bet on himself, packed his bags, and moved to Costa Rica at age 27. Over the last two decades, he has built Costa Rica’s Call Center from a single-seat operation into a powerhouse nearshore BPO.  We dive into how the fluid, high-focus mentality of surfing mirrors navigating the unpredictable waters of customer experience, why bilingual cultural empathy is the foundational bedrock of global branding, and why the future of omnichannel retention is pivoting aggressively toward sophisticated, non-voice interactions like live chat, SMS, and messaging apps.   https://www.youtube.com/watch?v=V8awjWIfJAc

Transcript

00:00Have you seen any dangers or benefits to the whole AI world in your industry?

00:06The pros and the cons.

00:08I think when people have these non-voice omni-channel supports, which are chats and emails, which could be generated

00:15and used, fine.

00:16That saves time and can move things forward.

00:18But how about this?

00:20You've been a client a long time somewhere, and you'd like to speak with somebody.

00:25And if no one speaks with you or their office hours are bad or you're in a queue a long

00:29time, when you finally get someone, you're going to pop.

00:33And there's a very good chance you're going to curse, you're going to scream, and you're just going to let

00:37it out.

00:37And so these relationships cost a lot of money to build.

00:41And as much as AI can assist you, it really won't put the ball in the end zone because me

00:46and you talking about your dog or your trip to Egypt or your being a magician or these fun things

00:53that both you and I do in life,

00:55with pinballs in Costa Rica's, your AI will not catch that.

01:01And that's where the situation is going to be.

01:03I still believe that we're not a buggy whip yet, but I do see that things have been streamlined.

01:10And a lot of the clients would prefer old school interpersonal communication live compared to depending a lot of it

01:17on non-voice chat.

01:18So it's kind of gone both ways, my friend.

01:20Yeah, it's like when email came out and direct mail dipped, now direct mail is picking back up again because

01:26people are inundated.

01:29I've had a couple of interactions as a consumer with a couple of companies who shall not be named because

01:35I would go off on it.

01:37But I was listening to them talking to me from a sales perspective and I'm like, are you serious?

01:43You know, and I'm, you know, supervisors are just robots.

01:46I mean, they're actually worse than a robot because all they did was read their script.

01:50And I kept thinking, oh, my gosh, if I just give me a half a day in that place, I

01:53can make them an extra few million dollars just by telling people to think for a second.

01:58I mean, do you have ability to get people to go off script with your with your stuff?

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