Impact of Language Skills on KPI.INSIDE BS PODCAST SHOW GUEST - RICHARD BLANK COSTA RICAS CENTER

Richard Blank 47 views 2 hours ago 21 followers

It's very interesting you bring that up because the certain key performance indicator, the KPI, is talk time and also conversion ratios. There's two metrics that are increased by at least 20%. When you're on a phone speaking in Spanish with a client, The goes longer. They make less calls that day, but their conversion ratio is higher. Obviously, it's their native tongue. Or, as you were mentioning about certain dichos and certain mannerisms that people use, they might be able to connect better with somebody on the phone speaking Spanish. I almost see it as like Popeye with spinach. Once they switch over to Spanish, all of a sudden they're calling you Don David or Don Ricardo