00:00100 percent. In fact, I didn't come into the call center space as a C-level executive. I started off
00:06as an agent. And so for years, I was sitting amongst thousands upon thousands of Costa Rican
00:12bilingual Ticos that were on the phone speaking in English, getting positive escalations and
00:17converting calls. And so for me, I found it fascinating, the art of speech, because most
00:21people today are just chatting and sending out emails. But to me, there's a beautiful connection
00:27you can make with somebody over the phone in regards to retention, upsell referrals, and
00:31sometimes even getting an exit interview back on areas to improve and to beat your competition.
00:38And so as I mentioned before, I saw certain soft skills in areas where I could give the
00:43agent their dignity. I can also show empathy. And a lot of the times they felt like numbers
00:48and robots that were expendable. And so as long as once again, I can fulfill their needs and
00:53give them a job they can be proud of, chances are they're going to come back tomorrow and
00:56work as hard as they did today.
