https://youtu.be/O6ayksYkwKM?si=4iandqsMp04DlGHThttps://youtu.be/-eU4zIc8BfwPam Prior, the Entrepreneur's CFO Quarterback; Radio Host; CEO of Priorities Group, Inc.; and #1 Bestselling Author of "Your First CFO: The Accounting Cure for Small Business Owners"Pam Prior, Keynote Speaker, Host of the "Cash Flow" Podcast  Awesome Podcast GUEST (Serving YOUR audience)Founder, Profit Concierge® Financial ServicesTHE VIP Bookkeeping🧾 and FInancial Services Solution for Entrepreneurs#1 Author of "Your First CFO: The Accounting Cure for Small Business Owners"CEO of Priorities Group, Inc.And - just for fun - a 30-year finance career in Fortune 50 and Private Equity prior (get it?) to all this fun stuffProud Mom, Wife, Friend, Entrepreneur, and Dog Owner (3 of 'em) living near Philadelphia, PAA brilliant, down to earth, finance wranglerwho guides you on the path to confident control of your money mindset and business cash flow. Pam knows what you need to understand, and she cuts out the rest. You don’t need to BE a bookkeeper (though you might need to hire one! We’ll talk); you need to understand a specific set of numbers and how they shape your business. She meets you where you are and takes you where you want to go with no unnecessary, complicated terminology or lingo.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. With a mix of motivational public speaking style backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained over 10 000 bilingual telemarketers. Richard Blank has the largest collection of restored American Pinball machines and antique Rockola Jukeboxes in Central America making gamification a strong part of CCC culture.Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.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/#RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #smallbusinesschronicles #snacknlearnsnack n learn,, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer,https://youtu.be/O6ayksYkwKM?si=4iandqsMp04DlGHThttps://youtu.be/-eU4zIc8Bfwthank you for watching snack and learnhosted by pam pryor[Music]everybody welcome to tuesday and for ourvery first snack and learnwith somebody who is living in costarica and i cannot wait to introduce youto richard blankthere is so much i want to cover withhim that i don't know how we're going tocompress it into half an hour so i'vehad to kind of hand pick my topics butlet me give you a little background andjust to introduce richard and then i'mgoing to let him uh give us a little bitof his own perspective on things as wellbutrichard's journey is actually in thecall center space and it's had a ton oftwists and turns in it sothe long and short of is it is that whenhe after a bunch of academic work hereturned when he was 27 years old tocosta rica to train some employees forone of the really large call centers insan jose and he'seffectively never come back i'm sure i'moverstating it but that's sort of thefeel for it when you meet him you'regoing to get to know why this is reallyreally interesting he's the chiefexecutive officer for costa rica's callcenter and he's been that since 2008he's got all sorts of commendationsall sorts of educational background thatwould just blow your mindandthe things that i want to really hit himup about have nothing to do withacademics and degrees because he'sfascinating to talk to i want to talk tohim today about costa rica itself i wantto talk to him about gamificationhow to get employee employees engaged inyour companyand then micro expressions i love theidea of phonetic micro expressionreading and this man comes to the tablewith some stuff he's really learned andput together around that so without anymore hoopla richard welcome to snack andlearn how are youpam i'm so happy to be here today cannotwait to have a few snackslearn a few things then share some ideaswith you and your amazing audience isthat a candy machine speaking of snacksthat i see over your shoulder thereabsolutely that's the private vipmachine in my office there's tons ofcandy on the floor but now here's allyou can eat pamwell unfortunately i've got to wait tillmy knee recovery everybody knows why i'mshowing up in my lounge chair these daysand it's just because i'm still workingon the knee recovery but i would uh takeall the candy in the world if i wereactually getting a lot more motion thesedaysso give us a little you know yourperspective on that background and howit's brought you particularly tocall center workgamificationreally understanding company culture andhow to make it work welland micro expression readingso much to go over and assure you nowe'll definitely get it doneoriginally from northeast philadelphiaand so when i graduated abington highschool in 91 instead of going to law andmedicine and ivy league i chose to go tothe university of arizona and doubledown on my favorite class which wasrecess second favorite spanish so uh atarizona i was a spanish communicationmajor i interned for telemundo duringcollege sold beer for the importers ofcorona postgradnice 27 i had a one in a millionopportunity pam to comework at my friend's call center for justa couple months in costa rica and teachenglish wellthat wasn't me for four and i learnedthe business from the inside and out andthe next thing you know a couple yearslater i started my own call centerwow and bait is it based in costa ricaor is that just one of your branches ohi wish i had multiple branches now wejust got one 300 seat capacity callcenter herein costa rica and i tell you whatentering the business not as a c-levelexecutive but with the proletariat i wasable to break bread with them and sitnext to them in cubicles and really geta chance to see what the business islike from the inside and outand i learned that empathy and dignitygo a long way especially in thisindustry to reduce attrition and to getpeople to really invest in it more of acareer than just a transitional jobprobablyif they are applying it to their callswith their success rates as wellof course but there's structure to ityou just can't have a rogue agent goingout there people do have experience andin call centers we have a qualitycontrol department so we gauge you onkpis and metrics you have scripts andrebuttals and there's also ways to trainin regards to delivery and semanticsword choice but if you can master theart of speech which you have them thenobviously relationships are much betteryou can convert phone calls retainclientsand just do it your stuff is your stuffmostly cold outbound calling is that oris it following up on collections or isit for entrepreneurs looking for youknow call sales teams that kind of thingwhat do you focus on we have a lot ofentrepreneurs in the group who i'm suregot their ears perked up wonderingand for your audience we handleeverything from outbound calls for salesappointment setting legionwe also do inbound customer support andnon-voice back office support mysuggestion for your audienceis to not only communicatejust with omni channel non-voice supportwhere if you're just doing chats andemails it's very frustrating and clientsdon't like that you could lose a clientnot get an upsell referral or potentialexit interview so if you are capable ofhaving this live interpersonalcommunication with prospective clientsand existing clientsyou have a much better businessawesome and then you also do lead genyes ma'amthe cold call to get you know narrow itdown to do the conversion and all ofthat well i can get through gatekeeperseasily there's a trick to it it's calledpositive escalation first you understandtheir protocol i'll mention their nameand before being transferred to you pami will definitely let that individualknow how amazing they were and when i doget transit i'll be mentioning it pami'll mention your associates verballyand i'll also do it in writing and so ifyou see if i call your company backpeople will remember me and add to mymomentum or it shows good faith prior toany sort of contractsi love this so let me ask you a questiondo you also do things like for examplewhat we do here is a lot of calling toget on podcastsokayso if we had a list or maybe we don'thave lists maybe you have a list of 100podcasts does your call center do thatkind of work as well we would be capableof making those phone calls absolutelyit's not just sales it's also kind of prwork for people getting them thatgetting them into a podcast helpingwrite the scripts for the people to makethose calls that kind of thing sure wecan custom make any sort of campaignwe're very versatile the agents that wehave here i you know we're veryselective of the campaigns that come init's a strict catholic country so theagents it is a seller's market theywould choose to make those calls andfeel comfortable with it but yeah let'ssay you never even made those callsbefore i'm very capableof writing scripts and doing rebuttalsand and working on email templates andvoicemail templatesthat's awesome because a lot of peopledon't know like myself included i don'tknow how to approach a podcast personand build the relationship the right wayi mean i do know how to do it the longand slow way and i can maybe work onfive at a time like that listen to theirpodcast add value to themum get to know them a little bit andthen ultimately get an invitation to beon the podcast that's the tried and trueway and we're very focused onrelationship building certainly in ourcompany and in this group that we'retalking to nowbut is there a way to scale that isimpossibleas one personso it could be something that could beoutsourced to a group like yoursto yours specifically to helpkind of scale that a lot of it dependson on list eyes you could start off withan email blast and then just work withpeople that write you backum i personally believethat you making the calls pam will bemuch more effective than individualsdepending on the sizebefore about not having that sort ofexperience to convert that call i'd sayquite the contrary pam you're an amazingperson you're very personable you knowhow to speak with people and show activelisteningthe fact that you haven't been makingcold calls for 20 years means that youdon't have bad habits that if you ask meto work with a call center we could moldyou and make certain suggestionsgotcha and so those are the sort of softskills that would only increasein your ability i love that becauseyou're talking about a real partnershipwith whoever hires youto utilize the call center where itmakes sense but train up the clientwhere it makes sense as welleven if that training might just beself-confidence oryou know brushing off dusty skills kindof thing and a lot of it's dedicatedpractice there are certain things wecould suggest for you to practice onyour own time but i don't know ma'am i ithink someone like yourself just goingoff the bat and being raw and justshowing your own pure essence of whatyou have i think it would be receivedfavorably because most people do cannedspeeches they grind through the callsand they lost a certain oh gotcha gotchawas the only player that got them init's not i really listen to your podcastit's i listen to your podcast and theydon't they barely remember the name ofthe podcast they listen to as opposed tothe work we actually do yeah it happensthat's interesting and thenbut for somebody who say is building amembershipand they have a lead funnel in facebookads but they're looking for another wayto cultivate leadsthis would be something you could helpthem with like at what point does aclient come to you and sayi could use help with this or what pointwould it be really beneficial for themto come to you and sayhey i've got this situation how can youhelp medepends on if they're a specialistor if there's other areas of theirbusiness they'd like to focus on let megive you an example from even myselfand growing my businessi needed specialists for the i.tdepartment since i'm in a foreigncountry i do need to understand thelabor law so i had to get an attorneyand a human resources directorand also an accountant could i do allthese things potentiallybut there's only so many hats you canwear and there's only so much time thatyou have and so i i think if it makessense for somebody to have someoneprospect calls for them set upappointments to call back maybe a hotlead transfer or just being able toreceive those inbound calls for themwhile they're on other calls or on otherappointments that would make perfectsense to scale that way and as long asyou're giving us all the resourcesand that you have a very clean companyculturethat is enthusiasticbecause there's a lot of times peoplemighti don't know might have more of anaggressive tone and might think thatsomething that could work in manhattanor in chicago or philadelphia could bethe same sort of vocabulary in momentumnorth carolinaexactly and so we just have to make surethat certain company cultures are ableto mesh and thenwe're following all the labor lawsi love that that that's fantasticbecause one of the things i think thatpeoplecomes to mind when you think call centeris and this is what i really want todive in with too with you because i loveit is that it's unhappy robots behindthe phonewhoare justfollowing a script and watching theclock to get out of there well you'vecreated something completely differentthan thatand like you were telling me you've gotgame rooms and a cafe that the cafeteriais done in a 50s diner style and youwork with and train and provide youremployees with resources andone of the things i always felt was donewrong in corporate and i always talkedabout is that it was profits firstpeople secondand it doesn't work that way you youdon'tbuild a sustainable long-term culturethat way you you build aquarterly responsivesoon to diegoliath that wayokay andbut the way that you really build abusiness is you know that people firstmeans profits are also first becausethey come right along with it tell me alittle bit about what you do to engageyour your workforce there and reallybesides the fact that you you've been init and they know that you know what theydowhat else do you do to really make thisa different standout call centerwell i always think of the chuck echeese philosophy if nobody shows up foryour birthday then you have no friendsand so you could try to put as muchprofits as you want in front ofsomething but if nobody shows up you'renot making any moneysothis industry you're mentioning certainthings you might see on tvand wolf of wall street glengarry boilerroom prime gig those those are thehardcoreboiler rooms and call centers that sellstock and other real estatebut there are a lot of amazing peoplethat earn a living making and receivingphone calls now i myself i thrived inthis industry i didn't burn out i wasable to build my own center because irealize that there is an art of speechif you're just looking at a clock andyou're grinding it why don't you go getanother job you shouldn't force yourselfto do something you don't want to doand you're also talking about a lost artmost people are doing things via chatand email and the fact that people arestill capable of communicating showingactive listeningyou know engaging in their cognitiveskills it only makes them moremarketable and then their relationshipsoutside of the call centerdo have an influence on the work thatthey do hereand so we're just not looking at someonethat i'm looking to churn and burn therethere might be an outside influence andso i mentioned earlier about extendingempathy the fact that this soldier and ihave been in those shoesmight be off that day i'll use a littlekill pam i'll say listen you know i knowyou're better than that and you seem tobe a little out of character you're notsmiling as much as usual uh-huh as longas i follow the labor laws and just workwithin a certain parameter ofresetting somebodyand getting them to where they need tobe it'll be fine but i i have a niche ii got luxury here because english istheir second language so for the factthat they're getting a return ofinvestment there is stimulation therebecause they are speaking in a secondlanguage they're not zoning out becauseof this such intenseconcentration for sure time for thetranslationthese people are incrediblei can expand their vocabulary with athesaurus so they can have similes andreally work on their deliverytheir earnings potential is limitlessand they know that you're investing inthem for themand it's a payback to the company as anafter effectbut you're investing in them for themyeah it's of course so real tell meabout this cafeteria how did you do outof 50s cafeteriawell there's always things you wanted asa kid i had the space and so i meanyou know if you're going to philly youmight as well get black and white tileand the red and white booths i love itit's my coca-cola colors it's my it's mylogo colors look atthis and it just needs to be fun ialways think that if you think young youact young and so besides my pinballmachines and jukeboxes and 50s cafes i ireally tried to create an environmentwhere people can let all steam rechargebatteries hang out with me or makefriendsand make it invitingsothey can really once again resetthemselves before going upstairs andhitting the phone again i love that andspeaking of games like right so in factinterestingly i have aa morning process i go through and oneof the things that i actually waslistening to this morning was talkingaboutyou knowlinking up things that are yucky to dowith things that are fun to do andcreating uh almost gamified experienceto get those yucky things i'm like idon't know maybe it's uhyoucall friends while you're on a walk ifyou don't like walking oryou walk while you're calling friends ifyou don't like talking on the phone andyou do like walking it may be the casebut you pair those things up so that itbecomes a little more palatable and andfun to your point i'm a big believer andall of life should be fun uh be it atwork or um you know at home and i knowthere are things that come and go i'mtalking about the overarchingumemotion ought to be fun and if we can atall manage to do that andumhow do you gamify the works the workwhere you are how have you done thatinside the call centerwhat a fantastic questionwellfirst is prior to even making a phonecall i addressed fear so i let them knowby learning a second language is 10times harder than anything i'm about toput them on so that puts that inperspectivesecondly i'll give them all theresources so i reduce fear that way ofthe unknownand then when they're upstairs there arecertain sort of metrics that we canfollow in our quality control departmentto make sure they do what they have todo but for me i really play on the softskillsi'm not going to do a certain game wherewe're acting the fullor we're looking to look unprofessionalbut maybe we will keep score on how manytimes i say the name pam on the call anddo the name dropdid i use the military alphabet wasthere a positive escalation before thetransferred calland also in regards to active listeningis there certain chances where i wasable to confirm for my edificationor even use a me too technique if therehappened to be a dog barking in thebackground or another noise that i couldsomehow address it put it to bed anchorin on something in common grab my gripand move from there and so it's reallymore about just living in the nowactive listening and being exceptionallyengaged in the phone call because it'szigs and zags there's never straightlines in nature and so as long as youare prepared yeah and there's no reasonwhy you can'tlet the client assume they're in controlthe conversation where you're more justthe rudder of the shipand do you give your team things toliterally score themselves on so theycan see themselves improve at this orthat like i can see their recordingsback they've been graded and when theylisten to themselves they'll realize ifthey were going too fast yep interruptedor cross talked or forgot to do themilitary alphabet or name drop and soit's really not me are you sayinganything pam i'll just look at youand do this go i know richard i know idid that yeah otherwise this is morei'll just make the face derrick acertain time and then they will theself-improvement is from self-analysis icould agree with you morei love the idea of re-listening to thecallsand because then you can be objectivewith it and you do pick up i know when ire-listen to videos or snack and learnsor other things i'll pick up thingsthat need improvement and that's theonly way you can do that is if you lookat it i hate to use the termself-critically because it soundscriticalbut it's it's really self-developmentor areas offocus i try to do thingsdiplomatically and then i'll always sayhey pam would you mind if i make asuggestion then you say yes richard sonow i have permission and then insteadof saying you should do this in orderfor me to have a b c and d i did thisdoes this make sense and then you wouldsay yes and then we practice the roleplay and then you're you're good to go ialways address myself first you didmention i made these calls before and sothe best thing for me to do is to shareon how i was able to crack codes andmaster levelsand get to where i am today so it's it'shumbling but then again it's reassuringi love that soif somebody what is the skill set thatsomebody should carry into a call centerjobwhich favors the brave that's number onepeople need dedicated practiceit's muscle memory they could beexhausted after an eight hour shift ofjust receiving phone calls it's acontrolled environment it might seemmonotonous at times you were mentioningthe downside of the coursebut if somebody sees the art of speechand is constantly looking to ways toimprove their vocabularyand do the as you say the sixth namedrop during a call then then you havereallyincreased your speaking skillsand if you think that call centers arethe be all end all no not true as imentioned you will be exceptionallymarketable and if you can master thissort of environment there's nothing elseyou can't do and if you happen to startyour own business as your entrepreneursare doingyou're preparedand you're just not writing checksyou'll be walking the roads you'll besitting with your agents you'll be onboarding themsupporting them yeah and i believe arethe best leadersi love that and of the group that comesin the door and that you work with itsounds like you do some pretty intensivetraining and culturework with them to adapt to the cultureof your company but still keep their ownpersonal identitythe culture when i see the culture all ireally mean isget them interested in that independentgrowth that they can have in thisenvironment while still you know totallyembracing that total human that they'rebringing to the table sure we have twotypes we have those that have worked inthe center before so my difference in myculture because we have the sameequipment and the same sort of workflowit's the fact that i know your name andthat we're a small enough company whereyou can reallyyou know build here and i can delegateand promote youand now if you've never worked at a callcenter before you're not coming in withany sort of bad habits right not acancerpam you and i can mold our squire into anightright so those are the sort of thingsand a lot of them if not most of themwill say that i'm the only boss thatdoes know their name which i think is ashame yeah it is then again if they wantto continue this sort of culture andtradition when they do start their owncompany maybe they will be the onepercent that actually makes the effortsthey'll appreciate and and it also goesback to something that i'vefelt ever since i started in the mailroom frankly isyou can make any job a game you can makeany job fun umand what i like about this is you're notjust making it a game for a game sakelike my game in the mail room was that icould put tape on the floor step 10 feetback from all those mail slots and tossletters and get it in the right slotthat's a game for game sake there's nolife-growing skill i'm gaining thereexcept being able to make something funyou're actually gamifying this in a waythat if somebody comes in here and sayswow this is a chance to develop mymy speaking and this wouldn't just befor english as a second language i meanwe can all always develop our speakinghabits and our understanding of activelistening and how to communicateif that's thereason i'm there the calls are reallythe tool for learning they're basicallypractice exams over and over and overand over again for that growthpam you could save a divorceyou could save thanksgiving dinnerfriendshipsjust by having these sort of skills yeahyeah i love i love how much there is tothis and how you're doing itumand i have to ask okay so in your bioyou talk abouti hope i'm getting this term rightphonetic micro expression reading yestell me about this you have got to shareitlet me show you the picture first if imay can you see thatyep i canphonetic micro expression reading andthen we've got pitch and ratemicro expression reading is visual whenyou study body language and haptics andself and object adapters there's a lotof ways you can gauge someone'sreactions butin my environmentyoulose the luxury of sight yesgenetic micro expression reading ispurely sound oriented now i do believethat individuals give out tell signs inconversations they're not even payingattention to it it's almost like lazyspeechphonetics is broken down quickly intotone rate pitch and duration in myopinion a tone should be consistent itshould be confident and empathetic youand i are focusing on the rate of speechand the pitch the speaking level i needto match that so there's a mirrorimaging technique whyso i can see how fast or how loud you goevery 30 seconds to two minutes to seeif there's a spike in her dip that's youshould want to ask a tie down or a pindown question but that could still bemanipulated so i believe that ananswering speed is something that peoplecannot control subconsciously and so ifthey're inconsistent there that'susually when you need to follow up witha certain questionthis is happening on first first-timephone calls you are reading theseindividuals and so a lot of the timespeople will be concerned on they didn'tconvert the call get an appointment orevenmake that sort of connection well youleft a door open and besides asking yourquestions getting the answers there areas i mentioned before certain tell signsthat people will give youbecause you've had calls before whereyou've called into a customer servicedepartment very relaxed in the beginningscreaming at the end or screaming guiltyit happens like in a boxing match sodon't don't claim that the first 30seconds of pam is the same as the fiveminute inand so as long as you can and that'swhat that's what expression reading isyou need to have a consistent variableto see inconsistencies i chose 30seconds to two minutes of time which isthe average attention span and i alsobreak it down into introductions bodiesand conclusions for that period of timebecause that's usually how aconversation flows and once you see ityou can't unsee it after three weeks itbecomes habit it ismagic to me it's not that complicatedbecause the fact that you are stillcapable of doing your job listeningworking with people but still in theback of your mind doing that xy chargesto see howpam is reacting is it a positive ornegative reinforcement yep and so if youcan't do it on a call then why don't youjust studyuh speech in moviesright radio and you just start just onlyanalyzing that in fact if you want tomake it even better do it in a languageyou don't understand do it in german doit in french don't do it in english weprobably do do it in languages we don'tunderstand without really knowing itlike you can watch a conversation in alanguage you don't understand and getan idea very quickly ofwhat type of conversation it is andwho's escalating who'scalm who you so i hear what that justreally made a light bulb go off for mesure and it's good practice it's it'ssomething that you're capable of doingwhile you're working and i also believein luxury of time there is impulsecontrol somebody allows youa moment to sleep on it take a walkwrite a draft maybe send it tomorrow youmight readjust yourself not send thedraft say pam i apologize for my toneyesterday kind of thingand there's ways in which to resetyourself so i think you should be usingtimeas your advantage becausepam today could be different tomorrowright and these are the sort of thingsyou must take into consideration forlong-term relationships yeah that'sactually a really interesting i'm goingto interject with a little story rightnow because we just actually had a teammeetingandlike you said 30 second pam's notfive-minute pam's not the same am youknow same with richard you're not therichard half an hour ago that thatyou're on the call but you kind of arethe same person insidebut we just had this meeting we'rehaving a great team meeting and all of asudden it hit me that ourdrive was unorganized like where we keepall of our our filesand i just basically said this needs tobe fixed this needs to be a priority andbe done in a monthand likei just shifted in that moment in mywhole temper my whole delivery my wholeeverything from my normal kind of bubblyself because a trigger had been hit wecouldn't find a file to work on togetherso we wasted like five or ten minutestrying to find it and um so i hear whatyou're saying it's like so you you'lltake a 30 to two minute incrementanalyze where the ups and downs are inrate and pitch of speechloud softfast and slow usually people are inquadrant one like for an example ifyou're going to gauge me gauge me on 8in speed and 8 in sound that's beenconsistent for the last 25 minutes if bychance i go lower slower go to secondthird or fourth quadrantthat's a major red flag that's the timeswhen you need clarification edificationor potentially the person could befacetious with you and you might need toensure that you're getting the rightanswer it'ssomething that doesn't happen overnightand you were asking me before about aburnout board watching the clock wellyeahthat happens so what could i doin this environment besides doing my jobwell i'm speaking to 150 people a daybesides converting calls and being thebest i could be is there anything else icould do on this yeah drop your name acouple more times use that militaryalphabet ask a follow-up question inregard to your dog barking andmaster this micro expression readingbecause my time was on it's almost likementalismyou know when to interject you know whento ask open-ended questions and allowyou to answer for me and sonot that i've been manipulatingconversations but if you look at mymetrics my talk time is twice as muchi'm making half the amount of callstoday because i'm speaking to morepeopleand my numbers are through the roofbecause i'm closing more deals mm-hmmwhat am i doing differentlypam and i are having the best phonecalls ever that's what i'm doing sothat's yeahmyself and somebody else is justgrinding those callsi absolutely love love love love lovethat and and folks i want you whetheryou're watching this live or on thereplay i want you to circle back to thisand play this section over again here at20 started we started about 25 minutesin and i'll mark that in the commentsbut this concept of of listening in away that's not just everything you'vealways heard about active listening andyou know repeating things back andmaking sure you understand this is avery uniqueand thank you richard for sharing itwith us you know i'm guessing you kindof developed thisthought process on the the two axisgraphandthink about next time you're inconversation with somebody in thebackground just have a little picture ofthat down on your papertake a 30 second or a 2 minute timeframe probably closer to a minute and ahalf or two minutes i'm guessing thecycle iscould be as quick as 30 seconds up to 2minutes i always i always look forthat's what i learned in college when wewere doing focus group studies in mycommunication classes you look forconsistent variables you need to put itinto categories and subcategories so forme it was almost the language that iknew in college i just applied ittowards phonetics and then once againphonetics was as simple as tone ratepitch durationthe tone you don't want to match itbecause if someone's angry but thenagain i saw the rate and the pitch andthen the duration was the real specialsauce the the real tell sign theanswering speed which is the funniestthing because phonetics is sound and i'msaying hey pam the greatest tell soundyou have is the silencethat's what makes your geniusilove itand when you say duration just to makesure we're all clear on ityou mean how long theywait before they say something howquickly it takes them to answer you yeshow long it takes to answer that's whythe cops usually ask the third or fourthtough question during the interrogationsyou'll see things change immediately youcan manipulate pam your tone your rateand your pitch it's almost impossiblefor you to go 10 for 10 in regards toyour answering speed well you'd probablydrive somebody crazy if you did wouldn'tyou don't we need the variety well theni think you're a geniusif you're capable of controlling yoursubconscious like that because you canor a genius or a umwhat do they call them psychopath orlook at somebody that that so she hasthings that everything is great but oncethey put in special hot sauce they can'thelp but spit it out sweat and need todrink five gallons of water so your bodyphysiologicallycan't only handle things so muchyeah and so as i say before the tellsound is the pure it's it's it's the idof the person not the lower the personawhich is the cone rate and pitchi love that wow you've done some amazingthinking on this i love it do you speakon the road about these topics at allare you focusedtotally on your call centerjust on the call center at the momentwhen i'm doing these podcasts i justlove sharing ideas with my friends andputting in your salesi loved your show so it you knowinspired me enough to write you and herewe are today and i'm so glad we're ineach other's circles because this hasbeen one of the most fascinatingconversations andi've like written down a ton of notesi'm going to be going to play aroundwith them as well because i findeverything about communication andall of this and and just we hit on somany so manypoints the communication and and makingit effective creating a culture wherepeople really want to work feel valuelearn and develop and if the next thingthey do is go off and be an entrepreneurthat's wonderful for everybodyumand thengamification promised me this thoughjust like fireit could be used for warmth and healthand can also burnyep when your audience whenthey master these skills they're goingto become a lot more lucid yeah whenspeaking with peopleand so i would appreciate if theyuse this sort of delicate skill to notembarrass somebodypublicly yeah put them downbecause you are going to be crystalclear on what's happening use yourdiplomacyand strategy by asking forclarificationand edificationduring those periods of time i love thatand the thing i love about this groupand why i do this here and share thesekind of skills is that we screen it verycarefully for that very reason and it'sit's folks who want to do thingsthe right way it's folks who understandand agree with our concepts aboutpeople not only first but people isprofit is a derivative of people not theother way around kind of thing andand uhlooking to build things on relationshipsand in a meaningful yet also scalableway and i think you've kind of given usthe best best of both of those wellfolks listen if you'rein your business are ready to startgetting some help on and i'm going tolist a few and then you can tell me whati'm missing but lead generation callconversionwhat else would they call you for ifthey need some umph and muscle behindtheir their business practicesremember sales appointment setting leadgeneration customer support back officesupport there you go much longer andbetter list than i could do it's reallyyour client it's really potentially aclient journey from lead all the waythrough support once they're in yourbusiness working and i have a verystrong feeling that calls you get fromthis call center have a uniqueimpact on people it's different than theones that i'm getting every five secondsbecause i work with so many clients ontheir financing um saying you know heywe have three million dollars for you atfour percent over ten yearsyou know those those kind of calls itsounds to me likethere's a relationship building from theminute i pick up the phoneit can be it depends on the verticalwe're very selective of what comes inhere but i promise pam we'll never callyou at dinner you're not one of thosethat's okay i never answer them anywaythat's why i have i let him go tovoicemail but perfectall right great well this has beenwonderful i can't thank you enough forspending some time with us in the groupi know folks might have questions ifthey do i will just circle back with youand get answers for them um i've gottena ton out of this i can't wait kind offor my next phone call my nextconversation to really start trying todial in the umthe pitch and rateconcept here it's really soundsinteresting to me and i'm i'll practiceon my family so i'll tell them i'mpracticing itthen it won't look obvious when i'm oncall but hang on just a second i need todraw something on my graphso thank you so much this has been ablast had a wonderful time pam thank youawesome folks have a great rest of yourtuesday we'll be back with you i believethis thursday again and uh you knowwhere to find us drop your questionsdrop your comments that's my dog signingoff for us have a great afternoon

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