Millennials are the most educated generation by far, and they dominate the market. Besides, there is a prediction that just in the U.S., there are more than 80 million. So, they are game-changers. They are enthusiastic about the value they are getting from a product. They use products to show off. This need to “present themselves to the world” makes price itself less crucial. Above all, they are more into buying a good car and renting an apartment.
They are digitally empowered generation and are everywhere all the time. Millennials use 2 to 5 channels to communicate with businesses. Also, they use all at the same time: self – service, social, SMS, voice, etc. 77% of them want to communicate on social with a brand, and they think of a good brand if a call center mastered online communication. For them using technology is vital in their everyday life.
They bring high expectations
95% of Millennials cite customer service as outstanding in their choice of and loyalty to a brand. Voice is their option due to the tendency to start with self – service. This generation is susceptible to agent knowledge and professional communication skill. Getting an issue resolved in a single interaction is very important to them. Therefore, it’s not just solving inquiries what is vital to them. It is also personalization and speed when it comes to a conversation that business ignites with a message to its customers. They want the opportunity to provide feedback. So, they jump from one communication channel to others to share their comments on the brand with a community. Similarly, they expect from business to take their feedback into a quick consideration.
Are you up to meet Millennials’ call center expectations?
They have the lowest overall customer engagement score of any generation. It is that just 25% of Millennials are fully engaged customers. They avoid contacting the call center and preferably do everything by themselves.
Imperative for a business is to deliver flawless and meaningful communication on multiple channels and to (always) accomplish positive experience across every channel.
How to play by modern communication rules?
Your business must take into consideration a budget and time needed to implement technology and process to be available digitally. There are two possibilities to consider. The first is to analyze internal resources to estimate if you’re internally capable of implementing digital communication platforms and technology together with process alignment. And, there is a second option – to go with the external expert who already has the technology, process, people, and knowledge on digital communication.
A complicated quest that each call center faces. Rules to modern communication are already here. Its leaders lead the unified and constant communication on Facebook, Viber, SMS, WhatsApp, blogs,….. But there is a simple solution. Decide on who is there on the market with best practice to learn from or to partner. And align your business requests to meet the needs of your customers.
Never compromise on communication with your customers. Start an unlimited conversation.