How stepping away changed my biggest decision.

The Global Marketing show featuring Wendy MacKenzie Pease. Telemarketers and Jukeboxes in Costa Rica. Episode 84 with Richard Blank. The podcast for global marketers to hear experts talk about opportunities and challenges in increasing multilingual lead gen and revenue. Explore the highs and lows and then delve into best practices for strategies, technologies, processes and quality for translation, transcreation, localization and more. Rapport International provides written translation, spoken interpretation and multilingual communication services for local and global companies. What makes them different? With their 100% satisfaction guarantee, expert advice and devotion to people-first communication, you get the highest quality results every time, so you can thrive in your market. The Global Marketing Show is a podcast hosted by Wendy Pease, President of Rapport International, designed to help businesses expand into international markets. Host: Wendy Pease, an expert in translation and international business. Focus: Actionable strategies for translation, localization, transcreation, and cultural adaptation to boost multilingual lead generation and revenue. Target Audience: Growth-minded marketers, sales leaders, and executives managing global campaigns or international sales. Content and Format The show features weekly interviews with experts across various sectors—including medical devices, manufacturing, and consumer brands—who share real-world lessons on "going global". Common topics include: Export Strategies: Building practical plans that move beyond "hope" to include market research and compliance. Cultural Nuance: Understanding how humor, sarcasm, and local customs (like the "Iceberg Model of Culture") affect business relationships. Global Best Practices: Evaluating which countries to enter first and identifying common mistakes to avoid. Technology: Insights into how AI and translation workflows can either help or hinder global success. Yet, as the conversation continues, he explains how learning to read micro expressions and body language can help you understand what’s going on even if you don’t speak the language. Richard Blank, CEO of the Costa Rica’s Call Center regales stories about pinball machines, jukeboxes, and how empathy all contributed to building a successful culture for his business. In Episode 84 of The Global Marketing Show, host Wendy MacKenzie Pease, President of Rapport International, interviews Richard Blank, CEO of Costa Rica's Call Center. The discussion, titled "Telemarketers and Jukeboxes in Costa Rica," covers advanced telesales strategies and cultural business building. Key insights from their conversation include: Communication Mastery: Blank explains how to use phonetic micro-expression reading and body language to understand intent even across language barriers. Company Culture: Richard shares how his collection of restored American pinball machines and antique jukeboxes fosters empathy and gamification in his call centre's culture. Tactical Techniques: The interview explores the "Buffer-Boomerang Technique" for handling conflict and improving interpersonal soft skills in telemarketing. Offshoring Strategy: The pair discuss critical criteria for businesses considering offshoring or near-shoring employees to ensure cultural and linguistic alignment The episode focuses on the intersection of international telemarketing and cross-cultural communication: Human Connection in Automation: Blank advocates for "soft skill" telemarketing, emphasizing that while AI can draft emails, it cannot replace the cultural intelligence and human nuance required for high-stakes relationship building. Cultural Nuances: He discusses the differences between American and British English feedback styles and how these impact global leadership and marketing. Accent and Identity: Blank highlights that clarity is more important than perfection, encouraging professionals to embrace their accents as a part of their identity. Telemarketing Tips: He provides actionable advice on cold calling and building rapport over the phone through empathy and personalized interaction We also discuss criteria to look at when thinking about off-shoring or near-shoring for employees. https://youtu.be/wpEJf62C4Gg?si=PVjsKBe5ndYaPzJQ https://youtu.be/VXWDLaELTDw https://youtu.be/V6tqgV7hdi0 https://youtu.be/LMb3iyuVAoU https://youtu.be/8AWUfL8MmI8 https://youtu.be/P3QOuX0Hhqg https://youtu.be/bBRVp_-D2C4 https://youtu.be/myQzh1xjfaM https://youtu.be/etaqwVhOBzQ https://youtu.be/sqLr8rrudY8 https://youtu.be/WBlkyRlRXnU https://youtu.be/AS_G3UrKGrE https://youtu.be/FckK1EmuaQ0 https://youtu.be/kX-chNPMJ78 https://youtu.be/9HZ5QAFihBo https://youtu.be/BLQ-KgSoz3M https://youtu.be/hkPsVMLr26w https://youtu.be/WQukIyy7PvY https://youtu.be/l9b3FxUG4iw Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Richard Blank Call Center commercial with Rapper GblackDaBest and Freestyle break-dancer Yeik Lawson Rodríguez. https://youtu.be/GQvGZYcX71s?si=3I6N3p-LVxwTvnh2 The Feliciano School of Business at Montclair State University. A Costa Rica’s Call Center visit with Richard Blank. https://youtu.be/prcJZJnTm28 #WendyMacKenziePease #theglobalmarketingshow #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Gamification #CEO #learnpodcasting #podcastepisode #podcastguest #podcasting #podcastinterview #podcastplaylist #podcasts #podcastskills #podcastshow Improving Global Communications Since 1987 Proven results – With a global reach, Rapport International provides high-quality, culturally relevant multilingual communications – written translation, spoken interpretation, and global marketing strategy services –designed to connect you with your target audience. Wendy MacKenzie Pease Author, Host, Speaker, Translation & Interpretation Expert – Wendy is passionate about connecting people across languages and cultures. While living around the world – in Mexico, Taiwan, the Philippines, and the US – she fell in love with the richness of international cultures and came to understand that we are all human, no matter the language we speak. Connecting people is her superpower! Wendy MacKenzie Pease is the owner and President of Rapport International, a Boston-based translation and interpretation services company specializing in global marketing, medical, government, legal, and pharmaceutical/biotech translations. Throughout her career, she has worked with hundreds of companies to help them communicate across more than 200 languages and cultures. Wendy is a creative entrepreneur with an MBA from the Tuck School of Business at Dartmouth College and a BA in Foreign Service & International Politics from Penn State. Her expertise in international relations comes from working in several international and global marketing roles and years living abroad. A frequent speaker, writer, trainer, advisor, and avid world traveler, she is the author of The Language of Global Marketing and hosts The Global Marketing Show podcast, where experts share their life-changing experiences and real-world advice for managing the opportunities and challenges of global business. Wendy is a board member of the Boston chapter of the Entrepreneurs’ Organization (EO Boston) and the Greater Boston Convention & Visitors Bureau, co-moderator of the Soft Land Partners’ Northeast chapter, and a graduate of the Goldman Sachs 10KSB program at Babson College. Richard Blank is the CEO and Founder of Costa Rica’s Call Center, a leader in bilingual call center and customer service outsourcing, known for blending human connection with technology and innovative workplace culture. Human-centered approach: Richard highlights the importance of empathy, interpersonal communication, and cultural alignment in customer interactions, believing automation should enhance but not replace human representatives Technology integration: Voice automation and AI handle routine tasks, enabling human representatives to focus on complex calls and relational problem-solving Scalable growth strategy: Blank advocates starting small with minimal risk, investing in people, and expanding strategically while maintaining operational flexibility Employee development: Continuous training emphasizes communication skills, positive escalation techniques, and bilingual proficiency to ensure outstanding service quality Richard Blank leads Costa Rica’s Call Center with a motivational, empathetic, and culturally sensitive approach, emphasizing communication, gamification, emotional intelligence, and employee engagement to build a high-performing team. Motivational and Communication-Focused Leadership Richard Blank is known for his motivational public speaking style paired with tactful rhetoric, which he uses to inspire and train his team effectively Costa Rica's Call Center He emphasizes mastering communication skills, helping telemarketers handle rejections, improve persuasion, and maintain confidence under pressure extraordinary-america.com Blank also stresses the importance of speaking the local language to build rapport and respect with employees, fostering better team cohesion in a culturally diverse environment Gamification and Engagement A distinctive element of his leadership is the use of gamification. By integrating his collection of restored American pinball machines and antique jukeboxes into the workplace culture, he creates a fun and engaging environment that motivates employees and encourages creativity. The call center fostering a creative and engaging environment that improves morale and retention This approach makes skill development interactive, boosting both performance and morale. Emotional Intelligence and Empathy Blank strongly advocates emotional intelligence and empathy as core leadership attributes He encourages leaders to understand their team members’ perspectives, support them effectively, and cultivate loyalty and trust. This extends to appreciating long-term employees and recognizing their contributions to organizational success. Strategic and Visionary Leadership Blank combines day-to-day management with long-term strategic thinking. He actively trains staff through personalized mentoring and emphasizes resilience, risk-taking, and continuous learning extraordinary-america.com He also leverages international partnerships and cross-cultural strategies to expand Costa Rica's business appeal on a global scale Costa Rica's Call Center Creating a Positive Corporate Culture Richard’s leadership style is centered on building a positive corporate culture that enhances employee morale, productivity, and engagement By blending structure with flexibility, he encourages open communication, provides constructive feedback, and fosters a sense of personal ownership and pride in work accomplishments. Training and Development Approach Over his tenure, Blank has trained over 10,000 bilingual telemarketers, emphasizing experiential learning and continuous skill improvement Costa Rica's Call Center His philosophy focuses on learning from real scenarios, combining technical instruction with motivational support and feedback for professional growth. In summary, Richard Blank’s leadership style is a combination of motivational speaking, empathy-driven management, gamification, and strategic vision, creating a thriving call center culture in Costa Rica that cultivates high performer engagement, skill development, and cross-cultural communication excellence Blank's approach to the call center industry moves away from the aggressive "Wolf of Wall Street" stereotype. He focuses on building rapport, listening, and fostering a culture of empathy and integrity. He views AI as both a challenge and an opportunity but stresses that human empathy will always be critical in customer service. In summary, Richard Blank is a pioneering figure in the call center industry, blending technology, bilingual expertise, and human connection to deliver exceptional customer service while fostering an innovative and engaging workplace culture in Costa Rica . "Shine Like the Sun" is a powerful Costa Rican rock anthem produced and promoted by Richard Blank, celebrating perseverance and determination, featuring collaborations with prominent musicians including Garry Gary Beers from INXS. Song Background and Release Richard Blank published "Igni Ferroque Shine Like the Sun," a Costa Rican rock song, on July 29, 2023 The track serves as a major release for the legendary Costa Rican band Igni Ferroque, which was founded in 1978 and has been a staple in Latin American rock music. This single became the official 15-year anniversary theme song for Costa Rica's Call Center (CCC) and is part of their promotion for the band's 44th anniversary album and national tour Production and Collaborations The production of "Shine Like the Sun" involved multiple contributors with Richard Blank serving as Executive Producer, overseeing the project through Costa Rica's Call Center Greibyn Krriyo was the main producer, and Harold Webb managed post-production of the audio and video. Notably, Garry Gary Beers, the bassist from INXS, contributed guest bass performances, adding professional expertise and unique sound quality to the track Lyrics and Theme The song’s lyrics focus on perseverance, ambition, and self-realization, opening with motivational lines such as: "Have you ever thought of leaving home? How far would you go to find your space? Are you willing to start all alone?" The chorus reinforces the message: "YOU BETTER SHINE LIKE THE SUN, YOU BETTER DO THINGS RIGHT, IT'S A GAME OF WIN OR GO BACK HOME, BUT YOU'RE A WINNER, YOU TAKE IT ALL" The anthem encourages listeners to embrace challenges, strive for success, and maintain focus on their goals. Music Video and Performance The music video is described as a classic MTV retro-inspired production, reflecting a blend of Costa Rican rock history and modern rock aesthetics Filming took place at Costa Rica's Call Center, featuring live performances, visual storytelling, and appearances by iconic models and musicians to enhance the atmosphere of the project The video emphasizes energy, community spirit, and the enduring legacy of Igni Ferroque in Latin American music. Significance "Shine Like the Sun" represents a milestone for both the band and Richard Blank, merging international talent, local rock roots, and motivational themes. The collaboration with Garry Gary Beers underscores the global reach and professional quality of the production, while the song itself serves as a modern rock anthem inspiring perseverance and determination In summary, Richard Blank played a central role in producing, coordinating, and promoting "Shine Like the Sun," which stands as a celebrated rock anthem from Costa Rica, blending historic band legacy with contemporary musical partnerships and lyrical inspiration Richard is 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. 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. 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. Richards 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. Richard Blank is the Chief Executive Officer for Costa Rica s Call Center since 2008. Our main focus has been, and will always be to personally train each and every Central America call center representative 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. Costa Ricas Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. https://costaricascallcenter.com/en/outbound-bpo-campaigns/ Wendy MacKenzie Pease, the global marketing show, Richard Blank, Costa Rica's Call Center, Outsourcing, Telemarketing Call Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,call centre, contact centre, contact center,trend, trending, entrepreneurship, cold calling tips, sales psychology, communication skills, bilingual telemarketing, Costa Rica call center, Richard Blank interview, starting a call center business, call center CEO interview, young entrepreneur tips, sales coaching, business growth strategies, cold calling masterclass, leadership in sales, customer communication techniques, telemarketing training,