{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"The Call Center Rebel with Richard Blank","description":"\u201c\u201cYou shouldn\u2019t use words to burn. They should be for light and for warmth.\u201d Richard has spent the last 19 years running a near-shore bilingual contact center that thrives on empathy, communication, and human connection in an era dominated by automation. This episode is sponsored by my new book BRANDJITSU, helping you find, shape, and share your story with the world. In this episode, Michael Dargie sits down with Richard Blank, CEO of Costa Rica\u2019s Call Center. Richard has spent the last 19 years running a near-shore bilingual contact center that thrives on empathy, communication, and human connection in an era dominated by automation . Richard\u2019s story begins in Philadelphia, where childhood trips to Mexico sparked his love of Spanish and culture. After studying Spanish in college, he took what was supposed to be a short trip to Costa Rica to teach English at a friend\u2019s center. Instead, he fell in love\u2014with the country, with the culture, and with the woman who would become his wife. That leap of faith became a lifelong adventure, culminating in the creation of Costa Rica\u2019s Call Center . He explains why call centers aren\u2019t just about dialing lists\u2014they\u2019re about rhetoric, persuasion, and the art of speech. For Richard, the real skill lies in listening, building rapport, and finding those rare \u201cpositive escalations\u201d where a customer compliments an agent to their supervisor. He compares communication to fire: it can burn, but it can also light and warm, and the best agents know how to use it for encouragement and clarity . The conversation ranges widely, from his love of 1970s electromechanical pinball machines and jukebox rescues in the Costa Rican mountains, to his passion for movies like Fast Times at Ridgemont High and The Maltese Falcon. Richard also shares the daily joys of Costa Rican life\u2014warm rain in a convertible, fresh seafood at the market, and the surreal beauty of the rainforest . At the heart of it all is his philosophy: rebels in waiting should remove unnecessary weight, play the long game, and find balance. Business doesn\u2019t require shortcuts or being number one\u2014it requires integrity, patience, and compassion. His advice is simple: plan ahead, stay curious, and make space for yourself so your best ideas can surface. Quoteable Quotes \u201cIt\u2019s a luxury trade\u2014where else can you speak to hundreds of people a day?\u201d \u2014 Richard Blank \u201cYou shouldn\u2019t use words to burn. They should be for light and for warmth.\u201d \u2014 Richard Blank \u201cIf you can\u2019t find ways to decompress, you\u2019ll never last as an entrepreneur.\u201d \u2014 Richard Blank \u201cThey need more compassion\u2014it starts with simply acknowledging existence.\u201d \u2014 Richard Blank \u201cYou\u2019re Canadian, that\u2019s fun.\u201d \u2014 Richard Blank Episode Highlights Costa Rica\u2019s Call Center | Building a near-shore bilingual hub of empathy and communication. Spanish Major to CEO | How a short trip turned into a lifelong adventure. Pura Vida Life | Why Costa Rica feels like paradise. The Art of Speech | Listening, persuasion, and positive escalations. Pinball Collection | Rescuing 1970s electromechanical treasures from the mountains. Jukeboxes Too | Preserving vintage machines as cultural artifacts. Movie Buff | From The Maltese Falcon to Fast Times at Ridgemont High. Rain in a Convertible | Everyday magic in Costa Rica. Compassion First | Why acknowledging existence is the start of connection. Advice to Rebels | Remove weight, play the long game, and find balance. Links From Episode Website (http:\/\/www.costaricascallcenter.com\/) Richard on LinkedIn (https:\/\/www.linkedin.com\/in\/costaricascallcenter\/) Get Your Copy of Michael's Book: "BrandJitsu\u2122: Move Your Brand From 'Meh' To Memorable" Indigo | Barnes & Noble | MichaelDargie.com ","author_name":"The RebelRebel Podcast","author_url":"http:\/\/www.therebelrebelpodcast.com","html":"