Millennials now represent the largest percentage of the workforce


Did you know that millennials are now the largest generational group in the workforce? Yes, those youngsters that we knew were coming have now arrived. They took over their top position in 2015, when the millennial workforce swelled to 53.5 million (source: Pew Research).

Some of those millennials, however, aren’t really all that young.

Millennials were born between 1980 and 2000, which means they’re between 17 and 37-years-old. They run the gamut on the career ladder, from just entering the workforce to already running the company.

And therein lies some of the problems with generalizing management techniques based on so-called generation groups. The workplace needs of an executive are quite different than a newbie. Similarly, someone in their mid-30’s is in a very different place in life than an 18-year-old.

Like any other generation, one size does not fit all when it comes to management. A lot of the common, best-practice recommendations about managing millennials seem to apply best to those who are newer to the workplace, roughly the 18- to 24-year-old crowd, so let’s focus on that group.

Here are some suggestions for how to apply these best practices to the early career agents in your call center:

  • Give frequent feedback – Younger millennials have recently been in school, where they received frequent and timely feedback about their performance on tests and assignments. They like to know how they’re doing. Good managers can see this will give them access to their key stats, like quality and average handle time while coaching them regularly about their call performance.
  • Be more of a coach than a “boss” — Most young millennials grew up in environments that are relatively non-authoritarian. As a result, they expect to be treated with respect and want to know the “why” behind the instructions they are given. Supervisors who use a coaching leadership style will likely be more effective with this demographic.
  • Include them in change efforts — Millennials want to make the world a better place. Chances are, they’ll want to make your company a better place too. Selecting new technology? Include a millennial on your work group. They’re very tech savvy, afterall. Planning a company event? If it needs to appeal to millennials, why not let them run with it? And participating in community improvement activities is not only good for your community, but also likely to make millennials feel good about working for your organization.

Millennials are a different breed than previous generations of workers. Organizations who understand them and adapt their culture and management practices to best accommodate this growing segment of their workforce will find themselves at a competitive advantage.

Managing a call center workforce is challenging, and it’s one of USA800’s core competencies. When you outsource with us, we assume the responsibility for hiring, motivating and retaining the workforce, freeing you to focus on other priorities. To learn more about the benefits of outsourcing your call center, contact us for a free consultation.