The millennial customer is notorious for disliking the contact center. In many facilities, this is simply a fact of the industry that has been accepted and isn’t challenged. Maybe yours is one of them - but it doesn’t have to be!
Here, we’ll show you exactly what it is about most contact centers that millennials don’t like and how to avoid those qualities in your facility. Plus, we’ll offer you some tips for creating the kind of call center that any millennial customer will look forward to contacting!
First: Why Does the Millennial Customer Dislike Contact Centers?
To understand why millennials don’t like call centers, it’s important to know the biggest obstacle standing in the way for most of the demographic: The average millennial customer doesn’t like phone calls.
For all of the advancements made in call center technology and techniques, phone calls using live voice exchanges are still a primary method of service in most facilities, which is a major deterrent for many millennial consumers. But why? Why do so many young adults despise talking on the phone?
In many ways, people in the 20-40 age range that the word “millennial” now characterizes find that traditional phone conversations are archaic in nature. They feel like sending a paper letter or riding a train instead of emailing a person or taking a plane for a long-distance voyage. While the choice isn’t entirely illogical, it just isn’t the first choice for most millennials - it doesn’t fit their schedule, their way of life, or their sensibilities.
The concept of people this age being “afraid” of phone calls isn’t entirely accurate. While phone anxiety is certainly an issue for many, it isn’t as prevalent as you might imagine. Instead, what keeps many people in this demographic from enjoying phone exchanges is the inconvenience - the fact that they feel like an entire conversation isn’t necessary to get the results they need when you could do the same with an email, a few text messages, or a chat exchange.
Beyond simply disliking phone calls, millennial consumers also don’t enjoy the experience most contact centers offer. They often completely disregard the thoughts and feelings of consumers an individuals, which is in direct opposition to how millennials like to be treated as customers. If you have any hope of securing the favor of the millennial customer, you have to be one of the few contact centers that take a different approach.
Tailoring Your Service to the Millennial Customer
With all of these challenges to the contact center when it comes to pleasing the millennial customer, how can your facility set itself apart and provide excellent service and customer experience? The answer is creating a different approach to service that is tailored to meeting the needs of your consumers - especially millennials.
First, focus on offering more self-service options. Millennial customers do not like to engage in traditional phone conversations, so offering alternatives is the best way to provide them with what they need in a format they can both access and feel comfortable using. Some great options for self-service include:
- Prerecorded menus
- Touch-tone directories (Ex: “Press one for…”)
- Chat or instant message exchanges
- Email options for longer discussions or more detailed exchanges
These are all easier, more comfortable ways for your millennial consumers to communicate with your call center agents that allow them to bypass traditional phone conversation as much as possible - and still get the results they need.
Another way to make your millennial consumers more comfortable and happier with their experience is to offer service options on their schedule. This includes things like callback queues that allow your callers to have agents contact them at their earliest convenience instead of having them wait on hold for long periods. This frees callers to perform other tasks while they wait to be contacted and allows agents to give adequate time and attention to each caller - something invaluable to your consumers.
Speaking of which, one more way to provide the best possible experience to your millennial customer is to offer them personalized, individualized attention every time they call your center. Giving your consumers this individual attention and walking them through every step of the process will create the best possible customer experience for every person that calls - and ensure the highest satisfaction ratings for your center.
Striking a Balance with Your Whole Customer Base
While it’s crucial to remember that the bulk of your customer base will be millennials in the coming years, a large portion are from other generations and demographics, as well. That’s why it’s important to remember that great customer service is about balancing care for one group with care and thoughtfulness toward all others, as well.
All of your customers want genuine, trustworthy agents that they can have real conversations with. Every person who calls wants to have their questions answered or concerns addressed. Everyone who calls your contact center wants to feel heard and valued. It’s up to your staff to make this happen - and to remember that just because a person is a millennial customer doesn’t mean that these needs cannot be met for them. It’s just as possible for these consumers as it is for any other caller!
Don’t let your contact center linger in the same space with those that the average millennial customer hates to call. Contact the industry experts at ChaseData to find out more about tailoring your center to the needs of today’s consumers and creating customer experiences that are truly positive. Why make your callers compromise when they can have it all? Call ChaseData today to find out how!