How to Engage with Millennials in Contact Centers

By Matthew Ritchie

High turnover rates continue to plague contact centers around the world, and that’s bad news for managers.

By 2020, roughly 50% of the global workforce will be occupied by Millennials—the demographic cohort consisting of people born between 1982 and 2000. (By 2025, that number is expected to grow to 75%.)

Often described as lazy, narcissistic, and entitled career hoppers, studies show that they’re the complete opposite. Millennials are thoughtful thinkers who don’t have all the answers but will do whatever it takes to find them. They rather stay with one workplace and slowly climb the company ladder than look for career advancements elsewhere. And, having grown up with technology, Millennials are usually the first people to embrace new changes at a company and use an analytical approach to enhance productivity and performance.

They’re also some of the least engaged members of any organization.

According to Gallup, only 29% of Millennials report feeling engaged in their jobs. (On top of that, a recent Forbes study found that 68% of corporate recruiters find it challenging to manage Millennials within their organization.)

Basically, Millennials aren’t being motivated enough to succeed, and employers don’t know what to do with them, and that has serious consequences. (Engaged workplaces are often 17% more productive, experience 41% less absenteeism, have 10% better customer ratings, and are 21% more profitable compared to their less engaged counterparts.)

The good news is that by introducing gamification and game-like mechanics to day-to-day processes and interactions, call centers and contact centers alike are boosting engagement and improving company culture.

Look below to find six ways to engage with Millennials using employee engagement software. Then, when you’re ready to try it out for yourself, request a demo of nGAGEMENT.

  1. Help Develop a Sense of Purpose

Millennials desire meaning, with 60% of them recently reporting that a sense of purpose was one of the big factors influencing their choice of an employer. But making employees feel an emotional attachment to the companies they work for or fostering a sense of fulfillment is easier said than done.

So be explicit with your company’s objectives. Use employee engagement software that defines KPIs and helps agents reach them faster so they can develop their skillset while accomplishing goals that have a recognizable impact on your company and its culture.

2. Communicate Clearly

Having grown up in times of economic uncertainty, and personal (and political) upheavals, Millennials have an aversion to pomp and circumstance. They also grew up with instant messaging.

So give it to them straight, and do so quickly and consistently.

nGAGEMENT uses game-like mechanics to provide feedback through points, awards, badges, and interactive leaderboards that update agents on how they’re doing when it comes to accomplishing KPI goals.

3. Provide Easy-to-Use Interfaces

Thanks to the rise of social media, Millennials expect enterprise software to be user-friendly and offer seamless engagement, real-time responses, and endless experiences.

Give agents access to employee engagement software that’s as responsive and hardworking as they are for better engagement and less workplace attrition.

4. Foster an Independent Mindset

According to research, Millennials are less likely than their older counterparts to be satisfied with not knowing all the answers. At the same time, 78% of Millennials want an agent who already knows their personal information, buying preferences, and history at the point of contact.

Employee engagement software helps agents deliver quicker responses by teaching them to problem solve without the need for manager interactions through enhanced training and gamified learning. It teaches agents to give the best possible answers, even if the information isn’t readily available, and fulfill customers needs through improved retention and product/service knowledge.

5. Give Millennials Total Control of Their Performance

Millennials often get referred to as “secret introverts”: quiet-thinkers who practice restraint when it comes to bothering their bosses with problems.

So let them manage themselves.

Through gamified call center software, it’s never been easier for agents to keep updated on their daily performance and incentivize them to reach goals. That way, agents feel more in charge of their day-to-day targets, and managers can spend less time micromanaging.

6. Tie KPIs to Career Progression to Create More Engaged Workplaces

According to Gallup, 87% of Millennials rate career development opportunities as vital to their career, while a survey by PwC found that “training and development” were identified as the top benefit sought after by Millennial workers.

By aligning KPIs with personal development and career progression, agents can see a direct correlation between their performance and future job opportunities, improving your contact center’s professional standing while preparing agents to be the next generation of team leaders.

There’s a reason why the old Chinese proverb “give a man a fish and you feed him for a day, teach a man to fish and you feed him for a lifetime” continues to be a relevant saying centuries later: it’s true.

Employee engagement software improves company-wide goals and career development by making even the highest KPI goals attainable through elevated training and engagement.

Learn how nGAGEMENT improves contact center performance for millennials and agents of all ages by requesting a demo today.