Training Bilingual Agents and the Importance of Soft Skills.

Well, once again, these agents are walking into my center bilingual. And to me, that bears the mark of higher education. What I try to do, Davron, is to reduce any sort of bad habits that they might be bringing to the table. Or if they're a brand new agent that never worked in a center before, I can mold them. It's very easy to teach someone a CRM system and a phone system. Half of my center does inbound support, and the other half does outbound prospecting, appointment setting, and lead generation. And so when agents are making these sort of phone calls, it's extremely important to give them all of their resources so there's no fear. Since English is their second language and there is certain levels of intensity from their concentration because they're translating and working, to me, it puts them more in the now. It puts them more in the moment. And by encouraging them to increase their vocabulary through a thesaurus for similes, they can speak a little bit more diplomatically and have some strategy on the . I focus on rebuttals, a lot of active listening. There's a ton of confirmation questions that we can ask. And I guess my favorite thing, Devron, is a positive escalation because if you're calling into a business and someone assists you prior to transferring you to a decision maker, it's very important to let the decision maker know verbally and in writing how amazing their coworkers are. And so these are some of the good faith soft skills that we teach here in order to not only fulfill the needs of the agent, but my goodness gracious, the sort of conversion ratios we have by differentiating ourselves from just people that are hardcore selling and trying to angle their way into a business. It really makes a difference. BIG BOSS SHOW-Guest Richard Blank COSTA RICA'S CENTER..