Millennials are the most educated generation by far. Just in the U.S. is predicted 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. The price itself is less important. So they are more into buying a good car and to rent an apartment.
They are digital empowered generation and they are everywhere all the time. They use 2 to 5 channels to communicate with businesses, and 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 important in their choice of and loyalty to a brand from customer service. Voice is their option due to the tendency to start with self – service. This generation is very sensitive to agent knowledge and professional communication skill. Getting an issue resolved in a single interaction is very important to them. It’s not just solving inquiries important to them but personalization and speed. 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.
Are you up to meet Millennials’ call center expectations?
They have the lowest overall customer engagement score of any generation. Just 25% of Millennials are fully engaged customers. They avoid contacting the call center and rather do every 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.
Your business must take into consideration a budget and time needed to implement technology and process to be available digitally. Here you evaluate two possibilities – first is to analyze internal resources for an estimation if you’re internally capable to implement digital communication platforms and technology together with process alignment or, there is a second option – to go with the external expert which already has the technology, process, people and knowledge on digital communication.
A complex quest that each call center faces. Rules to modern communication are set. 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 with, and meet the needs of your customers.
Never compromise on communication with your customers. Start an unlimited conversation.