How to Attract Generation Y to Come Work for You? Part 3 - Multilingual Contact Center | TELUS International Europe
  • How to Attract Generation Y to Come Work for You? Part 3

    Generation Y Generation Y world population (ages 14-34) is just over 2.4 billion people. By 2017, Generation Y will have more spending power than any other generation. So, how do you attract Generation Y to come work for you? And, once they are employed, how do you get them to stay working with you for the long haul.

    This is our 3rd post of the series “How to attract Generation Y to come work for you?” In this post we are sharing the last two out of five best practices on attracting and retaining Millennials as employees. To refresh your memory on the other three best practices check out part 1 and part 2.

    4.            Revamp retention programs

    Customer service organizations will only tap into the true potential of Generation Y if they provide a sense of freedom, belonging and purpose that reaches beyond metrics and compensation. This often means more flexible schedules, and managers who are respectful and considerate of work/life balance as it is not unusual for an agent to switch from full-time to part-time.

    Sense of belonging

    Generation Y, also called Millennials, crave an environment that is family-like. Millennials say family is very important in their lives, with the majority reporting that they get along great with their parents. TELUS International has also designed its facilities to foster a family-like culture. Many sites have soccer fields and basketball courts. Sites continually run events that bring people together, like live music and tournaments.

    Sense of purpose

    Generation Y is focused on career path, but they also want to know the purpose of their work. It’s in their nature – their willingness to help is unlike other generations. We see this in our Corporate Social Responsibility (CSR) programs where almost 100% of our team members in certain regions take part in giving back to the community.

    5.            Set clear expectations on career path: the quandary of promoting Millennials

    BPOs often unwittingly foster the misconception that Generation Y will progress to leadership positions quickly. They promote agents to team-lead positions in 6 to 12 months, due to attrition and growth. Sometimes these agents/team leads are not professionally mature enough for these roles. When they don’t get promoted again quickly, these Millennials become irritated and “check out.”

    In other industries, Millennials have to work years to become a team leader. The quick progression at junior levels in customer service often sets the wrong expectation and drives a sense of entitlement.

    The key here is to set clear expectations upfront on career paths for Millennials. A clear career path will allow them to learn and develop while focusing on the other aspects of employment that keep them engaged and motivated to stay with the company.

    Creating a corporate culture that embraces Generation Y is critical. Customer service organizations that follow these best practices have the potential to unleash the power of a generation that is naturally capable of providing high-quality customer service and retain them as loyal employees.



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Team member quote

“Most of our games service reps are Gen Y – which means we focus on keeping them engaged with our unique, fun, democratic culture. We have to think and act like a games company – or our best talent would leave.”

TELUS International operations team member