8 - From Pinball Machines to Productivity: The Unconventional Path to Call Center Success

July 25, 2025•3 min read

Building a Human-Centered Call Center: Lessons from Richard Blank on Bridging Success

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In this insightful episode of Bridging Success, host Bo Jakins sits down with Richard Blank, CEO of Costa Rica's Call Center, to discuss how human connection drives success in the call center industry. With his journey from a Spanish major seeking adventure to building a thriving call center, Richard shares his valuable insights on creating a people-first business that leverages both technology and culture. This episode is packed with actionable strategies for business leaders, customer service professionals, and anyone interested in building a customer-centric organization in today’s evolving landscape.

Designing a Call Center with Heart: Balancing Technology and Culture

Richard Blank’s story is a testament to the power of combining strategy, technology, and human values. When establishing Costa Rica’s Call Center, Richard strategically chose Costa Rica for its proximity to the U.S., bilingual talent pool, and political stability—key factors that set his business up for long-term success. He emphasizes the importance of choosing the right location for operational efficiency and customer satisfaction, highlighting that factors like language, culture, and local infrastructure can significantly impact service quality.

When it comes to scaling, Richard advocates for starting small, maintaining flexibility, and leveraging creative resources. He began his business in a shared space to minimize risk, using second-hand equipment and financing with cash to maintain control. This resourcefulness paid off, allowing him to reinvest in growth and expand into a larger office near universities, ensuring a steady stream of educated talent. His advice: focus on building a strong foundation, and strategically invest in people and technology.

Technology plays a crucial role in the success of Costa Rica’s Call Center. Richard discusses how adopting cloud-based systems and AI tools has streamlined operations and enabled remote work, but he also stresses the importance of balancing these tools with the human touch. While AI can enhance efficiency, it’s essential to maintain empathy and emotional connection in customer interactions. Richard’s philosophy: empower your team with technology, but always prioritize authentic human engagement, ensuring clients can rely on both tech and people when they need it.

About Richard Blank

Richard Blank is the CEO and Founder of Costa Rica's Call Center, a leader in customer service outsourcing. With a strong focus on creating high-quality, human-centered experiences, Richard built his business to support companies with scalable, bilingual customer support solutions. His leadership blends operational efficiency with a passion for service and cultural awareness.

About Costa Rica's Call Center

Costa Rica's Call Center offers top-tier call center services with a focus on providing bilingual, high-quality customer service. Located in Costa Rica, the center leverages strategic location advantages, cultural compatibility, and cutting-edge technology to deliver exceptional service across various industries. The center stands out for its dedication to blending technology with a human touch, fostering strong customer relationships and operational excellence.

Links Mentioned in This Episode

Key Highlights from the Episode

How Costa Rica’s Call Center became a model for human-centered service
The importance of location and cultural alignment in customer service operations
Richard’s approach to starting small and scaling strategically
Balancing AI technology with the irreplaceable human connection in customer service
How gamification and workplace culture boost employee engagement and retention

Conclusion

Richard Blank’s journey is an inspiring reminder of how blending technology with human connection creates a winning business model. His insights into balancing culture, technology, and customer care provide valuable lessons for entrepreneurs and business leaders looking to build resilient, people-first organizations. Whether you’re in customer service or tech, the principles Richard shares offer a blueprint for sustainable growth and success.

Want to take your business operations to the next level? Learn how BridgeNet Technology Consultants helps leaders like you streamline operations, drive growth, and embrace innovation.
Have a leadership story to share? Apply to be a guest on Bridging Success.

Bo Jakins

Bo Jakins is a seasoned IT professional and entrepreneur with more than 20 years of experience building and managing technology infrastructure for growing businesses. As the founder and CEO of BridgeNet Technology Consultants, Bo has built a reputation for delivering rock-solid IT solutions that keep companies operational, secure, and scalable—especially in industries where downtime isn’t an option. Based in the Greater New Orleans area, Bo leads a team that supports organizations across the Gulf South with proactive managed IT services, cybersecurity, cloud infrastructure, and strategic technology consulting. He’s worked with businesses of all sizes, from local startups to multi-location enterprises, offering the same level of responsiveness and care no matter the scale. Bo is also the host of the Bridging Success Podcast, where he interviews high-performing B2B leaders to explore how they're solving real business challenges with smart technology, sharp execution, and a focus on people. When he’s not deep in a network diagram or interviewing a regional changemaker, Bo stays active in the community and remains passionate about helping business leaders demystify IT and build smarter, more resilient companies.

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