It’s been said that the most challenging part of a business is managing people, and many managers know this all too well. What’s more, this can be further compounded when you have a team that is multi-generational in your call center. Now that Baby Boomers are often working alongside those in Generation X and Generation Y age groups, there are some generational differences in the workplace being seen that can impact everything from camaraderie to productivity, and everything in between. This can include things like varying degrees of technological savvy, different communication preferences and opposing approaches to tasks.
Here are some employee management tips on how to handle these differences, so you can reduce conflict and improve the relationships within your call center.
One of the biggest concerns we hear from companies that are considering outsourcing their customer service to us is how it will impact their customers. They’re worried that their customers will detect a difference between talking to their own reps versus the ones we provide and as a result,customer satisfaction and loyalty will be impacted. But, we’ve found the opposite to be true - and it’s rooted in an unlikely reason.
Think about all the frustrations that can come with hiring, managing and retaining a group of people (your team members). If frustrations aren’t bad enough, high turnover and inadequate handling of your staff can cost your business in a big way. Case in point: One study found that the average cost of a single hiring error in 2017 was almost $15,000, so you can imagine how that number can quickly snowball and turn into a disastrous amount the more hiring mistakes you make.
If you’ve been keeping up with all we’ve been doing at Conectys, you’ve probably heard about how we’ve helped our clients grow notably - and how we have too. We’re all thrilled about this success, but like many of our clients, our main concern is keeping our culture strong through such growth.