Evaluating Call Center Performance

Donna, as you know, the number one goal is first call resolution. So I'm just judging to get the ball in the end zone. And then the second thing you might want to look at is talk time. Okay. Some calls five minutes, they could be 20 minutes, but if both of them convert into a sale, average it out and just realize one person had more questions that were a little bit slower or had a bad cell connection or something comes up. Right. So you can, over the luxury of time and in our industry, be able to package tens of thousands of calls to see a pattern. If someone's doing one minute phone calls, they might be hanging up or not giving the sort of service. If they're on for 20 minutes, are they converting enough? Is it the kind of calls that you're talking about? Are they just wasting time or they're idle in between calls? And so you can see it quickly. If someone is pacing, you can see a general pace. Pivoting to Web3 Podcast. AI and the future of call centres with Donna Mitchell and Richard Blank Welcome to another exciting episode of the "Pivoting to Web3 Podcast." I'm your host, Donna Mitchell, and today, we have a very special guest who's a pioneer in the call center industry, Richard Blank. At just 27, Richard moved from Philadelphia to Costa Rica and eventually founded Costa Rica's Call Center in 2008, which has now grown to a 150-seat operation. Richard's focus on empathy in technology makes him a unique voice in the sector. Unscripted conversations sharing unique experiences, extraordinary innovations, upending accomplishments, and downhill spirals. WEB3 ecosystem, including Blockchain, Cryptocurrencies: technologies, strategic applications, and tomorrow's emerging trends are here today. Podcasts will include these topics and discuss key joint ventures that impact social change, ownership, transfers of value, supply chain management, system efficiencies, and community development—increasing understanding and improving strategic plans for entrepreneurs, corporate brands, and nonprofits. Exposure, knowledge, opportunities, and limitations are discussed and supported while pivoting to WEB3 technologies. In this episode, Richard will share his journey from studying Spanish at the University of Arizona to establishing a booming call center business in Central America. We'll delve into his thoughts on ethical campaigns, the importance of non-aggressive but assertive scripts, and the benefits of using offshore call centers for cost-effectiveness and scalability. Richard also talks about the integration of AI in call centers, stressing that while AI can increase efficiency, it cannot replace human empathy. Moreover, Richard discusses the challenges of managing call centers, especially in the wake of the Covid-19 pandemic, and how he balances remote work with in-office setups. He emphasizes the significance of onboarding and training agents, maintaining professionalism, and choosing the right clients to work with. Richard's insights into quality assurance, employee motivation, and client selection are invaluable for anyone interested in the call center industry or considering a pivot to Web3 technologies. https://youtu.be/dzK9R6v7yms Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ Pivoting to Web3 Podcast, Donna Mitchell, 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