A key strategy to attract more agents into your contact centre is to engage a multigenerational workforce, but this first requires an understanding of their differences and an approach that adapts to varied needs.
It is therefore essential that leaders proactively cultivate engagement and inclusivity across these different age groups. To help, we have compiled 10 clever ways to help you effectively attract and retain a diverse workforce in your contact centre.
*Disclaimer – The below article is based on broad generalizations and is not representative of every younger or older agent across the typical workforce. The purpose is simply to provide considerations to help you refine your multigenerational employee engagement strategy.
10 Ways to Attract More Agents
1. Diversify Your Approach to Recruitment
The Issue – Lots of Potential Candidates Aren’t Using LinkedIn
Not everybody looks for their next job in the same place.
If your recruitment strategy lacks diversity, your contact centre might lose the opportunity to hire the ideal candidate.
Younger employees may take to online recruitment job boards, such as LinkedIn, to find their next job.
Alternatively, the older generation may use more traditional platforms, such as newspapers or even word of mouth, to source their next role.
Your company may miss out on hiring the perfect candidate if your recruitment approach isn’t multifaceted.
The Solution – Put Your Job Ads on LinkedIn AND in Local Newspapers
Adopt a multichannel approach to recruitment. Use social media platforms like LinkedIn for recruiting younger employees, but don’t neglect more traditional platforms, such as printing in professional publications in your industry, which may attract older candidates.
In addition, schools, non-profits and professional associations are a good place to find candidates from underrepresented communities. Cast your net far and wide to ensure you have the best options to recruit from, regardless of age.
For tips and advice for improving your job adverts, read our article: Are Your Job Ads Holding Back Your Contact Centre Recruitment?
2. Encourage Cross-Generational Collaboration
The Issue – Generational Divides Can Lead to Resentment Between Agents
You want your agents to be working in synergy with each other regardless of their age.
However, generational divides and differences in values and work ethics can often lead to alienation between agents. This can then lead to resentment between agents, and a lack of cooperation as opposed to teamwork.
The Solution – Create Social Opportunities for Agents to Discover Common Interests
Creating opportunities for your agents to engage meaningfully with each other is a small step, yet one that will yield great results when it comes to creating a workforce that can collaborate successfully.
Whether that’s through teambuilding activities or social events, it’s important that agents get to know each other on a personal level.
By doing so, they can discover shared interests and values that aren’t based purely on their age, which will foster a feeling of camaraderie and team spirit.
In turn, agents from different generations will regard their colleagues as allies rather than adversaries, uniting your workforce rather than dividing them.
If you are looking for advice on what it takes to deliver truly memorable team engagement days and activities, read our article: Kick-Start Your Next Team Engagement Day
3. Offer a Variety of Flexible Working Options
The Issue – Flexibility Means Different Things to Different Generations
Work–life balance is important to all employees regardless of age, but what makes up this work–life balance can vary greatly between one generation and another.
For example, Millennials and Gen Z workers may value more flexibility in working hours and location, as they balance career progression with personal pursuits and passions, whilst Baby Boomers or those nearing retirement may prefer reduced hours, whilst still enjoying the social aspect of being at work in the company of their colleagues.
The Solution – Let Agents Choose the Flexible Working Option That Works Best for Them
Where possible, implement a flexible working policy that allows agents to choose their working pattern and location, whether it’s remote, hybrid, or in-office.
Allowing for flexible start and end times, compressed workweeks, or job-sharing options can accommodate different needs, helping agents maintain a healthy work–life balance, which in turn can encourage them to stay committed to their roles.
For expert ideas for how to successfully plan, build and manage flexible schedules in the contact centre, read our article: How to Build Flexible Schedules in the Contact Centre
4. Customize Incentives and Rewards
The Issue – A One-Size-Fits-All Reward Scheme Can Fall Short
You may think that the benefits you offer your workforce are exactly that: a benefit. However, depending on the generation, your agents may not see it quite like that.
Younger agents may value mental health support or gym membership, whereas older agents may prefer private healthcare or pension contributions. A one-size-fits-all approach to rewards can fall short.
The Solution – Allow Agents to Choose Their Benefits Package
Consider offering a flexible package that allows agents to choose their benefits from a range of options. By offering this “tailor-made” approach, you can ensure that agents feel heard and more valued.
They can choose benefits that genuinely matter to them, which increases their job satisfaction and in turn encourages their loyalty to your contact centre.
If you are looking for incentive ideas to motivate your teams, read our article: 100 Great Staff Incentives to Motivate Your Team
5. Tailor Your Training Depending on Who It Is For
The Issue – Everyone Brings Different Skills and Preferences to the Role
The rise of technology has shaped the skills and preferences that each generation brings to the role, making it a big challenge to get everyone on the same page!
For example, younger employees can be known to avoid having conversations over the phone, preferring instead to communicate via text message or email.
On the other hand, “Zoom” and “Slack” may just be verbs to Baby Boomers, who often prefer to speak to their colleagues face to face rather than using a messaging platform.
The Solution – Proactively Cater to the Varying Training Needs of Each Generation
Offer a variety of training programmes that cater to the needs of each generation.
Gen Z employees may benefit more from workshops which are delivered face to face, encouraging live interaction and helping them to develop their interpersonal or leadership skills. Alternatively, Baby Boomers may value workshops that focus on digital literacy.
Be mindful of how each programme is delivered and who it is aimed at, as it may defeat the point to deliver a course about interpersonal skills through a click-through online video.
Also, remember to seek feedback on what is relevant to your employees, and how engaging and effective their current training is.
6. Provide Multiple Career Development Pathways
The Issue – Expectations for Career Development Can Look Very Different
Lack of career development can leave people feeling unmotivated and disengaged, so it’s important to offer opportunities that meet agents’ personal goals.
For example, younger agents may be looking to climb the career ladder rapidly, whilst older agents may want to pass on the baton to their younger counterparts by sharing their knowledge and, in doing so, maintain a sense of purpose.
The Solution – Offer Meaningful Career Progression Opportunities on a Case-by-Case Basis
Ensure your agents can progress their careers in the ways which matter to them, whether it’s by offering opportunities for them to develop certain skills, guiding them in career transitions or coaching them towards promotion and leadership.
You could also consider starting a mentorship programme to provide a platform for older, more experienced agents to pass their knowledge and life experience on to their younger colleagues.
These more tailored opportunities not only encourage personal growth, but give your agents a clear reason to stay loyal to your company, which in turn can reduce employee turnover.
For examples of how you can help to develop your employees’ future career prospects within the contact centre, read our article: 10 Career Progression Opportunities to Offer Your Team
7. Encourage Multigenerational Knowledge Sharing Around Technology-Driven Initiatives
The Issue – Everyone Has Different Views on Using the Latest Technology
Whilst older employees may feel lost when engaging in technology-driven initiatives, the younger generation may view traditional approaches as outdated.
A multigenerational workforce has an incredible range of skills and experiences, but without an intentional effort to facilitate knowledge transfer, these valuable insights can be lost.
A workforce spanning multiple generations brings a wealth of skills and experiences, but without deliberate efforts to encourage knowledge sharing, these risk being overlooked.
The Solution – Buddy-Up Your Agents With Someone Older or Younger Than Them
Consider implementing buddy-up incentives or reverse mentoring programmes, for example, where younger employees coach older colleagues on technology whilst receiving career guidance in return.
This promotes mutual respect and understanding, whilst simultaneously creating opportunities for each generation to recognize the value that their counterparts offer.
8. Recognize and Celebrate Diversity and Personal Identity
The Issue – Your Diversity Agenda Might Be Welcomed Differently by Different Generations
Whilst attitudes towards diversity and identity have come a long way in the workplace, there can still be generational differences in the understanding of these topics, particularly around issues like gender fluidity or cultural expression.
Older agents may not be aware of newer terminology or social norms, leading to inadvertent insensitivity or the use of language which other employees could find offensive.
Meanwhile microaggressions and dismissive comments risk creating an unwelcoming environment for those who belong to minority groups, which in turn impacts overall morale.
The Solution – Educate All Employees (Regardless of Age!)
Offer training that educates agents (regardless of age) on inclusive language and identity topics. Allow anonymous questions, so employees can gain understanding without fear of judgement.
These sessions can help agents feel more comfortable engaging with diverse identities in a respectful way.
Alongside this, support the formation of Employee Resource Groups (ERGs) which allow members of different minorities to connect and support each other, making them feel heard and valued.
If you are looking for tips and advice for improving Diversity, Equity & Inclusion (DEI) in your contact centre, read our article: How to Drive DEI Changes Across the Contact Centre
9. Normalize Conversations on Mental Health
The Issue – Older Generations Can Be More Reserved About Their Mental Health
Opinions toward mental health can vary by generation. In recent years, there has been a shift towards encouraging people to talk about their mental health, meaning that younger agents may be more open to sharing their difficulties and seeking help.
In contrast, older agents may be more reserved, viewing mental health as a private or even stigmatized issue. This can lead to them viewing others as “weak” or “oversharing”.
The Solution – Make Mental Health an Integral Part of Your Work Culture
Promote mental health as an essential part of overall wellbeing, making it an integral part of work culture. Offer resources such as counselling or nominate advocates to model open conversations about mental health.
If these advocates can be representatives of the leadership team too, it is more likely that their colleagues will follow their lead in engaging in these conversations.
Encourage agents from different generations to share success stories, which can openly reduce stigma and make it easier for people of all ages to access support.
For three key steps to improving mental health and wellbeing in the contact centre, read our article: A Guide to Improving Mental Health In the Contact Centre
10. Foster a Culture of Open Communication and Feedback
The Issue – Generational Differences Can Impact How Employees Communicate
Older employees may value formal feedback structures, whilst the younger generation may prefer frequent, informal feedback and open dialogue.
The Solution – Offer Multiple Feedback Avenues
Establish an open communication culture that respects the feedback preferences of each generation. Offer multiple feedback avenues, such as regular one-to-one meetings, performance reviews, and anonymous feedback channels.
Some members may value being able to email an anonymous inbox, whereas others may value a physical feedback box.
By encouraging open dialogue and respecting different communication styles, you’ll build a culture where every employee feels valued and understood.
Create a Workplace Where Everyone Is Empowered to Thrive
Creating a work environment that respects generational diversity not only encourages and nurtures engagement amongst employees, regardless of their age, but also builds a resilient and innovative workforce that can adapt to the future.
By implementing these strategies, contact centre leaders can begin to nurture a harmonious, productive workplace where every agent feels engaged, appreciated, and empowered to thrive.
Written by: Megan Affonso
For more great advice on getting your contact centre recruitment strategy and induction process right, read these articles next:
- 6 Top Tips for Maintaining Quality Recruitment Under Pressure
- 10 Initiatives to Improve Induction Training
- 10 Ways to Reduce New Employee Attrition
Author: Guest Author
Published On: 7th Jan 2025
Read more about - Call Centre Management, Employee Engagement, Recruitment, Top Story
