When it worked podcast. Using a nearshore contact centre to generate sales with Richard Blank.

Podcast guest appearances. Richard Blank Costa Rica's Call Center

Success is about moments...

When it worked podcast shares the experts who over came the odds to forge success on their own terms. Listen as Julian Leahy shares with us the key moments that changed everything for them.

Cost Savings Of Using Offshore Telemarketers

We are considered near shore because of our distance to the United States the agents that we have here are bilingual spanish and english which in the United States spanish could be the most spoken language in the next 10 years and also in regards to our cost savings you can get a turnkey agent here for salary benefits, hr telecom and overhead for the same price you would be paying an hourly agent in the United States.

https://youtu.be/s5O_Zr6tElI

It's Different When Telesales Agents Really Enjoy The Job

Most of the agents in the States believe that call center and telemarketing jobs are transitional or they look down on it. I don't know why because many people earn a living making and receiving calls.

In Costa Rica they find a second language stimulating and so they're constantly looking to increase their english skills and thus their marketability.

So by making these calls in the United States they really find it fascinating and so what we try to do is to cultivate and grow their second language skills by expanding their vocabulary by explaining certain genres that we have.

Incorporating Soft Sales Skills

We are also serious about incorporating certain soft skills that some people claim that we've lost today because most people are chatting or sending emails.

I prefer to speak with somebody. I think there's a much better chance to retain that client to get a referral, possibly an upsell and even worst case scenario if someone is not doing business with you. Maybe through an exit interview they can tell you ways in which you could improve or what your competition did in order to earn their business.

Positive Escalation

The best thing about making an outbound call to a business is a positive escalation let's just say hypothetically I'm trying to get in touch with you but there's an individual that will be answering and filtering this call prior to transfer what I like to do is to find out the plethora of information about your company we could find about anniversaries or promotions or the company culture but this is the thing this individual that assisted me prior to transferring to you I will a let them know that they were amazing and I'm going to talk about them so when I do get transferred I'm going to let you know that you have the most amazing people at your organization.

I'll do it verbally but then at the end of the call I will write you something as a follow-up and mention this individual as well in writing so the Richard circle comes where if I call your company back first they're going to know me they're going to thank me so much for talking about them to the boss and adding to my momentum they cannot wait to transfer the call to you and you're going to see the relationship I have with your company prior to any sort of contracts so I think you might take our good faith and our intentions much more into consideration compared to somebody just trying to angle their way in there for a sale with you.

1. Interpersonal Communication Conflict Management Strategy

2. Phonetic Micro Expression reading for mastering verbal tell signs.

3. The Famous Buffer-Boomerang Technique

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