A shift in worker attitudes is being noticed by call centers and their clients as more Generation Z employees enter the workforce. This new generation—often referred to as Gen Z—demands that hiring and retaining employees be done differently. The oldest people in this group, who are in their early 20s, are starting to work, especially in the call center BPO sector.

Any business can benefit greatly from having young call center personnel. They are adaptable, socially conscious, and tech-savvy. You can build an amazing and satisfying work environment for them if you understand their requirements and skill set.

A Firmer Understanding of Technology

The first generation to grow up fully engrossed in digital technology is Gen Z. People in Generation Z adopted technology into their life at an early age with ease. Earlier generations, on the other hand, had to learn it as they grew older. They feel as though technology comes naturally to them since they are so accustomed to it.

A significant number of them even consider technology to be essential to a successful profession.

Surprisingly, eighty percent of Gen Z want to use the newest technologies in their jobs. Furthermore, a staggering 91 percent of them claim that technology has an impact on their decision when evaluating job offers.

Because Gen Z agents are so accustomed to technology, you might believe that they are overly dependent on their phones, but new research disproves this notion. In fact, Gen Z workers are rather good at recognizing when—and more crucially, how—to put down their phones.

Their experience with school rules and older generations' encouragement to restrict device use are the sources of this self-regulation. Gen Z agents are adept at self-control, even when they are allowed to use their phones for business purposes. Compared to previous generations, they put their phones away voluntarily more often in order to focus better.

A wish to move away from traditional work arrangements:

For Gen Z, having the flexibility to select their work schedule and location is essential, particularly after navigating the difficulties of a worldwide pandemic for a significant portion of their professional lives. In fact, while weighing their employment possibilities, Gen Z call center personnel give top priority to flexibility. In a survey, 75 percent of Gen Z respondents said they would value flexible work more than a higher salary.

This inclination for flexible work schedules stems from a strong desire to achieve a better work-life balance as well as a thorough understanding of technology. But it's crucial to remember that Gen Z isn't just interested in working remotely. In actuality, a lot of Gen Z workers are concerned that if they work remotely alone, they will become socially isolated. As a result, they tend to favor hybrid work arrangements that combine in-person and remote labor.

Even though many call center agencies have policies prohibiting remote work during the pandemic, customers are starting to ask for workers who are physically present. As a result, it has been challenging for many call centers to retain Gen Z workers. By using hybrid work plans, call center BPO partners may instead strike a good balance between the needs of clients and agents.

A Requirement for Increased Participation

When compared to previous generations, Gen Z employees exhibit lower levels of engagement at work. This is primarily due to two factors.

First, there aren't many solid working ties with supervisors and colleagues. Gen Z agents feel cut apart from their peers as a result of the world epidemic. They understand the value of building relationships with coworkers, but they also understand that these relationships take on a new dynamic when they aren't in person.

Second, compared to other generations at the same stage of their careers, Gen Z workers report higher levels of stress and burnout at work. While the majority of workers deal with some stress at work, Gen Z workers report a remarkably high rate of burnout. Some have resorted to quiet quitting, which is the act of ceasing to put in additional effort beyond what is necessary for them to do their jobs, as a result of their irritation and tiredness.

In-person and hybrid call center agencies are uniquely positioned to address the needs of Gen Z agents because of their desire to foster stronger relationships with colleagues. This generation can better perform their responsibilities since they can meet and work together with their peers, preventing feelings of burnout and isolation.

A Workplace Culture with Higher Standards

Since Gen Z is the most diverse and socially conscious generation to date, having a great workplace culture is essential. They have been instrumental in advancing measures pertaining to diversity, equity, and inclusion at work. These groups are essential in helping to define, promote, and cultivate the DEI goal, which is ultimately to make sure that every member of the organization feels appreciated.

Moreover, they give ethics and social consciousness a lot of weight. One of the most important things Gen Z contact center agents look for in a potential BPO employer is if the business is socially conscious. They may want to know if your call center participates in community events, gives to charities, or takes volunteer time off.

Find a Call Centre That Can Recruit and Retain Any Agent:

Gen Z's entry into the BPO workforce presents a plethora of opportunities as well as difficulties that call for a flexible approach. BPO providers and enterprises can develop settings that not only attract and retain Gen Z personnel, but also support their growth and contribution to the BPO industry by knowing their distinct qualities, expectations, and preferences.

Our knowledgeable advisors are available to provide a free consultation if you're searching for a BPO company that genuinely understands the needs of contact center agents across all generations.

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