Inside BS Show- Verticals: A nearshore call centre case study.

Dave Lorenzo: All right, Richard. So before we went to that break, I asked you to think of a case study for us. Have you come up with one?

Richard Blank: I have, in fact, I can make it easy for you. I could do it across all verticals. How does that sound? So it applies to every account that I have. I always have an answer for that. A couple things we can do.

Richard Blank: The first thing is there's certain words that you have because the vowels in Spanish in English could give away. So we write certain words out phonetically for them, even though they need to know how to spell it properly, that can eliminate any sort of confusion or any sort of guessing. The second thing is, let's say for an example, that we're representing a company that's out of Chicago in a certain suburbs.

Richard Blank: What we like to do with a lot of the times is just take a Google. Right around the block and just to see the local pizza parlors, t

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