Share This Story, Choose Your Platform!

Published On: April 16th, 2019|4 Comments|4.3 min read|851 words|Views: 1256|

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.

conectys global bpo
Let’s talk solutions!

Address it Directly

Many employers try to avoid having an open discussion about generational differences, for fear it might make employees uncomfortable. But if you’re tactful and intentional about how you broach the topic, having a team-wide conversation can actually be a really valuable use of time.

Start by highlighting some of the strengths that different generations tend to bring to a company, and what they can teach one another. Be sure to reinforce that age-related teasing or discrimination will not be tolerated, so team members don’t treat the meeting as a joke or misinterpret your point.

Then, ask each employee to discuss their communication preferences. Generation Y team members might prefer using a messaging app like Slack for questions or quick internal conversations, while Generation X might like email best and Baby Boomers may prefer the phone. Simply talking about these preferences can go a long way in helping employees understand each other better, and work together more harmoniously.

Provide Different Levels of Training

While there are certainly older folks who are very technologically savvy, many of your Baby Boomers and even some Generation X employees are less likely to be as up-to-date with newer tech as Generation Ys typically are. But they still might want to be. For example, one survey found an equal percentage of Generation Ys and Baby Boomers wanted more investment in cutting-edge technology solutions; however, nearly 40 percent of Baby Boomers also said they wanted to make the existing technology at the organization more user-friendly too.

It’s perfectly okay to provide different tiers of training, budget permitting so that the employees who need training most are the ones receiving it. Your Generation Y group might want to learn something sophisticated, like the nuances of your real-time reporting, while the Baby Boomers may need a refresher on the basics of your contact center platform. Don’t overtly segment these training by age (that’s a big danger zone in HR), but ask managers to decide whom on their team’s needs which training most.

Lastly, remember that not all roles require deep technical proficiency. If there’s someone on your team who is tech-averse, but never needs to know all the systems your company uses, there’s no need to waste their time (or your resources) on training.

Connect Team Members Intentionally

Keep in mind that those in Generation X are often really helpful in bridging the gap between Baby Boomers and Generation Ys. Since they’re sandwiched between the two groups, they can often relate to both and do a good job bringing them together. One of the best employee management tips for multi-generational teams is to pair or group people together who are in different generations.

One idea is to create a mentorship program, where a Baby Boomer and a Generation Y employee work together once per month to teach one another in complementary ways (e.g. the Baby Boomer might work with the younger person on some customer service techniques they’ve learned through years of experience while the Generation Y team member might teach the older person about some shortcuts they’ve learned in the company’s CRM system). And if there’s ever a direct conflict between the older and younger generations, try bringing in someone from Generation X to mediate.

However you do it, it’s important to have your company working in unison, despite age or other differences. The best teams are diverse in knowledge, skills, and backgrounds, and you can maximize yours by being intentional about managing several generations at one time. Contact us to learn more about employee management tips or business tools, or find out how we can help you grow.

Traveling and hospitalityRetailers: How to Know if your Tech Support Needs Life Support
conectys global bpo blogAre your Processes up to Par?

4 Comments

  1. Lina 11/23/2021 at 9:30 PM

    Wow, this piece of writing is good, my sister is analyzing such
    things, so I am going to convey her.

  2. Mozelle 11/29/2021 at 5:10 AM

    It’s an remarkable piece of writing in support of all the internet users;
    they will get advantage from it I am sure.

  3. Leandro 11/29/2021 at 10:56 PM

    Very good info. Lucky me I came across your blog by chance (stumbleupon).
    I’ve saved as a favorite for later!

  4. Emely 12/02/2021 at 2:16 AM

    We stumbled over here different website and thought I might check things out.
    I like what I see so now I’m following you.
    Look forward to looking into your web page yet again.

Comments are closed.

Call Centers: Use these Tips to Better Manage Multi-Generational Teams

Intrigued about oursourcing?

Get in touch with our sales team now!

Contact sales now

Recent  Posts

  • create a customer experience strategy

How to Create a Customer Experience Strategy?

June 3rd, 2022|Comments Off on How to Create a Customer Experience Strategy?

Although the process of creating a customer experience (CX) strategy isn’t a piece of cake, the juice is worth the squeeze. According to numerous research, buyers are willing to pay more for products or services if they get [...]

  • memorable customer experience

How to Create a Memorable Customer Experience

May 27th, 2022|Comments Off on How to Create a Memorable Customer Experience

The importance of customer experience is growing year by year, as an increasing number of buyers are willing to pay for products more, provided they get outstanding and efficient customer service. Are you wondering how to gain a [...]

  • drivers of digital transformation

What Are the Drivers of Digital Transformation?

May 24th, 2022|Comments Off on What Are the Drivers of Digital Transformation?

An increasing number of businesses decide to undergo digital transformation. The use of artificial intelligence, and machine learning allow companies to automate non-routine tasks, increase their operational efficiency, and use data analytics to make more accurate business decisions, [...]

  • retail customer service experience

What Does Retail Customer Service Experience Mean?

May 22nd, 2022|Comments Off on What Does Retail Customer Service Experience Mean?

The importance of customer service is constantly growing in numerous industries, including retail. Companies that strive to stay on the cutting edge have to invest in advanced solutions that allow them to operate effectively and efficiently, while providing [...]

Related Posts