““You shouldn’t use words to burn. They should be for light and for warmth.”
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’s 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’s 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’s center. Instead, he fell in love—with 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’s Call Center .
He explains why call centers aren’t just about dialing lists—they’re about rhetoric, persuasion, and the art of speech. For Richard, the real skill lies in listening, building rapport, and finding those rare “positive escalations” 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—warm 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’t require shortcuts or being number one—it 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
“It’s a luxury trade—where else can you speak to hundreds of people a day?” — Richard Blank
“You shouldn’t use words to burn. They should be for light and for warmth.” — Richard Blank
“If you can’t find ways to decompress, you’ll never last as an entrepreneur.” — Richard Blank
“They need more compassion—it starts with simply acknowledging existence.” — Richard Blank
“You’re Canadian, that’s fun.” — Richard Blank
Episode Highlights
Costa Rica’s 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/)
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About the Author: Michael Dargie
