Welcome to another exciting episode of the "Pivoting to Web3 Podcast." I'm your host, Donna Mitchell, and today, we have a very special guest who's a pioneer in the call center industry, Richard Blank. At just 27, Richard moved from Philadelphia to Costa Rica and eventually founded Costa Rica's Call Center in 2008, which has now grown to a 150-seat operation. Richard's focus on empathy in technology makes him a unique voice in the sector.
Unscripted conversations sharing unique experiences, extraordinary innovations, upending accomplishments, and downhill spirals. WEB3 ecosystem, including Blockchain, Cryptocurrencies: technologies, strategic applications, and tomorrow's emerging trends are here today. Podcasts will include these topics and discuss key joint ventures that impact social change, ownership, transfers of value, supply chain management, system efficiencies, and community development—increasing understanding and improving strategic plans for entrepreneurs, corporate brands, and nonprofits. Exposure, knowledge, opportunities, and limitations are discussed and supported while pivoting to WEB3 technologies.
In this episode, Richard will share his journey from studying Spanish at the University of Arizona to establishing a booming call center business in Central America. We'll delve into his thoughts on ethical campaigns, the importance of non-aggressive but assertive scripts, and the benefits of using offshore call centers for cost-effectiveness and scalability. Richard also talks about the integration of AI in call centers, stressing that while AI can increase efficiency, it cannot replace human empathy.
Moreover, Richard discusses the challenges of managing call centers, especially in the wake of the Covid-19 pandemic, and how he balances remote work with in-office setups. He emphasizes the significance of onboarding and training agents, maintaining professionalism, and choosing the right clients to work with. Richard's insights into quality assurance, employee motivation, and client selection are invaluable for anyone interested in the call center industry or considering a pivot to Web3 technologies.
00:00 Entrepreneur moves from Philadelphia to Costa Rica.
05:24 Craft clever, personal connections, avoid scripted approaches.
06:15 Impressed by call center's excellence, views on AI?
12:49 Evaluating call pacing to ensure effective resolutions.
15:57 Technology changes bonding; video chats offer connection.
18:52 Interview process method: STAR method for employee selection.
22:51 Leaders consult experts, verify, implement collaboratively, share credit.
26:13 Outsourcing appointment setting maximizes efficiency and growth.
27:17 Build an army with US-based compliant company.
31:23 Evaluate coaching performance and transparency for improvements.
34:25 Check out Pivoting to Web Three podcast.
Richard Blank has successfully navigated the challenges of working in a strict Catholic country to build a thriving business focused on clean, ethical campaigns. Collaborating with companies in the United States and Canada, Richard's firm excels in providing a wide array of services, including inbound customer support, back office support, sales, appointment setting, lead generation, and hot lead transfers. Under his leadership, the business boasts an exceptional onboarding process coupled with robust Quality Assurance and supervision. Advanced technologies like predictive dialers are employed to enhance efficiency. Richard takes great pride in his team's dedication, especially those who have honed their skills in a second language, recognizing their exceptional growth and contribution to the company’s success.
WEB 3.0, Blockchain strategist, speaker, trainer, business development consultant. We support entrepreneurs, corporations, non-profits, healthcare and fitness businesses, salon owners, and individuals with life, health, wealth, and career tools, resources and education to reimagine and redesign your future. We successfully achieve this by building and creating improved health and wealth. Professional careers are changed and transformed! Live your dreams!
Currently helping clients, businesses and brands understand and become aware of importance of emerging technologies to ensure appropriate strategic plans and vision for their future.
Web3 and Blockchain Consulting
Provides specialized expertise to businesses looking to explore, adopt, and leverage blockchain technology and Web3 capabilities.
Web Development and Digital Marketing
Offers comprehensive solutions to enhance your online presence, create engaging customer experiences, and drive business growth in the context of WEB2, Web3 and blockchain technologies.
Business Consulting and Leadership
Offers a range of specialized services to empower your organization, optimize processes, and foster effective leadership in the context of WEB2, Web3 and blockchain technology.
Blockchain as a Service (BaaS)
Offers comprehensive solutions to businesses looking to leverage blockchain technology without the complexities of building and maintaining their own blockchain infrastructure.
Our Mission
At Mitchell Universal Network LLC
We aim to provide unparalleled expertise and comprehensive solutions in Web3 and blockchain consulting, digital marketing, business leadership, and Blockchain as a Service (BaaS).
We are committed to delivering exceptional value to our clients by harnessing the full potential of Web3 technologies, empowering them to thrive in the rapidly evolving digital landscape.
Through innovation, collaboration, and a customer-centric approach, we strive to shape a world where blockchain-enabled possibilities drive positive societal change and revolutionize how businesses operate.
President CEO
Donna Mitchell
Donna P. Mitchell, the Founder and CEO of Mitchell Universal Network LLC, has achieved two impressive careers in her lifetime. She began her journey as a change agent at US Airways, now American Airlines, dedicating 24 years to aviation and airline management.
Her passion for driving transformation and a keen eye for dependencies made her an industry-level project manager with a remarkable $7.2B client list and a $177M budget.
Donna’s ability to interact effortlessly with international cross-functional teams was fueled by her vibrant personality, sense of humor, and unwavering commitment to excellence.
Following her successful tenure at US Airways, Donna embarked on a new venture with the Johnson & Johnson Family of Companies, where she contributed 16 years.
Today, as a visionary business development consultant, Donna believes in reimagining and redesigning Life, Health, Wealth, and Careers. As the driving force behind Mitchell Universal Network LLC, she is determined to bridge the gap between Web2 systems and the transformative potential of Web3 strategic applications, and emerging technologies.
Donna’s passion for Web3 and blockchain is unparalleled, and she envisions a future where businesses can fully harness the power of these emerging technologies. Her mission is to empower companies and non-profit organizations to embrace the decentralized landscape, unlocking new opportunities for growth, and innovation.
As the CEO and Founder of Mitchell Universal Network LLC, Donna is committed to providing specialized expertise in Web3 and blockchain consulting, digital marketing, business leadership, and Blockchain as a Service (BaaS). With her guidance, businesses can confidently pivot towards the decentralized future and thrive in the ever-evolving digital era.
In the dynamic realm of Web3, my journey is not just about leading; it's about bridging worlds. As the Founder and CEO of Mitchell Universal Network LLC and a proud member of the Forbes Business Council, I specialize in guiding organizations through the seismic shifts of digital transformation. My unique approach stems from a rich history of technological innovation, notably as the Electronic Ticketing Project Manager in the early 2000s—a pioneering system that remains a cornerstone of today's travel industry. This experience, among others, underscores my deep understanding of the intricacies involved in transitioning from Web2 to Web3 technologies.
Key Insights:
- Seamless Technology Integration: My expertise extends beyond the horizon of current technologies. By partnering with leading firms in AI and Blockchain-as-a-Service (BaaS), I ensure a smooth transition for organizations looking to embrace the future without losing the essence of their current operations.
- Empowering Connections: As the host of the Pivoting to Web3 Podcast
(https://www.PivotingtoWeb3Podcast.com), I create a platform for meaningful dialogues between innovators across various sectors. These conversations are not just about sharing insights; they're about creating a collaborative ecosystem that thrives on mutual growth and understanding.
Bridging Web2 and Web3: My role in the evolution of electronic ticketing and other technological advancements has given me a unique perspective on the challenges and opportunities of integrating traditional digital marketing tactics with the transformative power of Web3 technologies. This blend of experience and foresight enables me to offer innovative strategies in practical, proven success.
Drawing from my extensive aviation and corporate background, I bring a seasoned perspective to facilitating complex technological transitions. My approach emphasizes strategic partnerships to deliver innovative blockchain solutions and AI-driven strategies that align with each client’s objectives. By weaving in my pivotal role in electronic ticketing and other technical developments, I highlight the continuity of innovation that defines my career.
If you're exploring Web3 transformation or considering how AI and blockchain can give you a competitive edge, I invite you to connect. Let's explore how we can bridge the gap between Web2 and Web3, creating a future that leverages the best of both worlds for unparalleled success.
Workplace Etiquette and Boundaries
And I've had certain clients come down and we have a blended floor. So there's other clients here and I've people use profanity or like to eat Chinese food on the floor. You can't do that, man. They say, well, you know, I have agents here. I understand that. But then again, you go home and I'm still here. And this is my sanctuary. This is a building that I built. And so there's sometimes you need to give parameters to people and you need to, you need to have certain expectations because I don't like surprises and I'm not a devil's advocate, but let's be realistic on the low percentages to the top percentages of what you should be expecting. And, you know, I like things like that because, you know, Donna, and you know this as a supervisor at a call center, you need to be calm during chaos.
Evaluating Call Center Performance
Donna, as you know, the number one goal is first call resolution. So I'm just judging to get the ball in the end zone. And then the second thing you might want to look at is talk time. Okay. Some calls five minutes, they could be 20 minutes, but if both of them convert into a sale, average it out and just realize one person had more questions that were a little bit slower or had a bad cell connection or something comes up. Right. So you can, over the luxury of time and in our industry, be able to package tens of thousands of calls to see a pattern. If someone's doing one minute phone calls, they might be hanging up or not giving the sort of service. If they're on for 20 minutes, are they converting enough? Is it the kind of calls that you're talking about? Are they just wasting time or they're idle in between calls? And so you can see it quickly. If someone is pacing, you can see a general pace.
Hiring Challenges and The Goonies Reference
Let me first answer your question on which ones I wouldn't take. I wouldn't take the campaign that I couldn't understand. If somebody asked me to hire Chinese speakers and there were a few in Costa Rica, I couldn't do it because if some guy's rogue on the phone, and start saying bad things, I just wouldn't want to do it. Remember Corey Feldman in the Goonies when he was teasing the maid about all the dead bodies in the attic? I can't have that at the call centers. I didn't want that. But no, I tell you what, one of the arguments that I get when I speak to companies in the United States is A, they can't hire people. And the people that they can hire leave them or do shoddy work.
Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train employees for one of the larger call centers in San Jose.
Mr. Richard Blank holds a bachelors degree in Communication and Spanish from the University of Arizona and a certificate of language proficiency from the University of Sevilla, Spain. A Keynote speaker for Philadelphia's Abington High School 68th National Honors Society induction ceremony. In addition, inducted into the 2023 Hall of Fame for Business. Giving back to Abington Senior High School is very important to Mr. Blank. As such, he endows a scholarship each year for students that plan on majoring in a world language at the university level.
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb volcanos or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.
https://costaricascallcenter.com/en/outbound-bpo-campaigns/
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Richard Blank hired bassist Garry Gary Beers of INXS.
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