How to Attract Generation Y to Come Work for You? Part 2
Last week we started a series of post on the topic How to Attract Generation Y to Come Work for You with the purpose of sharing best practices on how we and our colleagues from TELUS International have transformed our business process to respond the expectations and unique characteristics of this large demographic segment. To refresh your memory check out Part 1 of the series on the topic.
Now, let’s continue with two more best practices:
2. Give Gen Y more flexibility and control
Millennials want more control and flexibility in their careers than previous generations, who were more accepting of traditional career paths. Generation Y prefer to do things in their own timeframe. That’s why it’s important to provide more flexibility and control in the workplace. Implementing an internal social network, like TELUS International’s T.Life, can give flexibility in a couple of ways.
– First, Millennials want to be included in decision-making, so it’s important to create a process to take their point-of-view into consideration. You can open the decision-making processes to frontline personnel for additional input and feedback by using an internal social networks as a two way street of exchanging opinions between the frontline team members and the supervisors.
– Second, give agents control over their own schedules, which they can manage within a potential internal social network. In the call center world, scheduling is often a big driver of agent attrition, so giving flexibility to that would definitely earn you extra points as a preferred employer.
– Third, give agents the flexibility to participate in setting their own performance targets together with the supervisors. As a result agents will stay motivated because they believe they can hit the targets they set for themselves.
3. Transform recruitment, interviews and training
Millennials typically view paper-based applications as antiquated, which can impact first impressions for the applicant. Companies need to leverage Facebook, Twitter, Pinterest and other social channels as recruiting methods. We allow candidates to apply through Facebook. It’s easier than other methods and has increased applications dramatically.
It’s important to make Gen Y applicants feel comfortable during interviews, because they’re assessing the company as much as the company is assessing them. At TELUS International, we’ve uncovered more talented applicants by making the interview process less formal. We tend to ask more situational questions rather than traditional interview questions.
– Use virtual training, technology and avatars to keep training fun and interactive. We’ve found these techniques increased knowledge retention by 30% to 40% in some programs.
– Shorten training programs. Staff’s knowledge retention tends to be much higher when training programs are selective in the content they present, and focus on the essential skills and knowledge trainees will need to do their jobs.
– Revise the trainer’s role. The trainer should play the role of a facilitator fostering peer-to-peer collaboration, demonstrate how to do something and then immediately let the class try it.
– Assess comprehension throughout training. Millennial workers are hungry for regular feedback and immediate results to help them improve. For that reason, the sooner you’re able to give feedback on their performance, the better.
– Enhance the knowledgebase. Make information accessible to agents and use a social model to allow agents to have a say on what answers work best for a specific situation. This then can determine what information goes into the knowledgebase and agents can easily find which response resolves best the situation they are searching answer to.
In our last post of this series we’ll share the last 2 best practices on attracting and retaining Generation Y as employees namely revamping retention programs and setting clear career expectations.
Outlined below are five remedial steps we recommend to customers as they identify the symptoms we’ve covered in our articles 8 Signs your Outsourcing Partnership is in Trouble Part 1 and Part 2 in their contact center relationship. These steps are not only designed to assist buyers in realizing value from their current operations, but may also help in situations of complete breakdown of a relationship.