GENERATION Y people, typically aged 18-30, form a large and valuable proportion of call centre staff, yet they are by far the most difficult to engage with, manage and retain. 

Sodexo, a motivation company which has carried out a survey of this group, says that this may be a result of the nature of the job.

But it says it may also be due to a lack of understanding by employers about how those born into this generation work and how their needs and career goals differ from others.

When seeking jobs, they have been shown to value other considerations more than money, such as motivation and career benefits. They are more likely to be interested in benefits such as travel allowances, low-interest loans, gym memberships or even retail vouchers than pensions and childcare vouchers.

And this generation is more likely to regularly change jobs. Sodexo suggests flexible benefits schemes which allow employees to take more responsibility over their remuneration packages, providing a feeling of greater empowerment.

Kevin Harrington (pictured), director of Sodexo, said that to engage Generation Y employers and managers should consider interpersonal skills, technology support and training.

“Generation Y employees are already familiar with the fast-paced nature of the technology-driven consumer environment; they are quick to adapt and enjoy learning and exploring new avenues for success. Managers therefore need to make it clear that there is a career path in which additional responsibilities can be earned, and where hard work is both acknowledged and rewarded.

“ … t h e priorities of Generation Y can be very different from other generations. They must take this into account when devising schemes to incentivise their workforce and must consider how the Generation Y staff member can be motivated not only to perform well, but also to stay loyal”. Sodexo offers a free white paper on this topic, by email or at Call Centre Expo.

Call Centre Expo stand No. L14