In a generation where
moving from job to job is the norm, managers love to have good employees sit and
stay awhile.
If your
business relies heavily on call tracking — whether it's for marketing
attribution, sales or customer service — it's important to build a call
tracking program that’ll keep millennials engaged.
The key is to
consider millennials' unique perspectives on the world they live in and their
work habits. To help you make that happen, we've put together some guidelines based
on research from a
study of millennials in the workplace. We’d also like to point out that we (the Callbright bloggers) are millennials, so
we've got some inside perspective.
Here's what we came up with:
Give Them Goals to Work Toward — Like
Now
Don't believe the stereotype that all millennials are lazy. It’s true that they emphasize work-life balance
more than the baby boomers, but give them some specific projects and goals to
work toward and prepare to be amazed. Whether the project is helping you
create a phone training program for new associates or reaching specific call
metrics, like landing X number of upsells a week, millennials love having
concrete goals.
And by the way, as soon as a millennial starts a new job, there's no need to make them wait to get to work.
Let them jump right in and start working on projects! They prefer it. Trust us.
Take Advantage of Their Tech Skills
The
study we referenced for this post tells us that millennials are "at ease with communications technologies." You probably knew that already, but hey, it's nice to have your assumptions validated. Work those tech skills to your advantage! Give your Gen Y staff members the chance to familiarize themselves with your call tracking tool and have them recommend features or reports you can use.
Millennials "multitask, and view time as a valuable resource that should not be squandered," so they're more than happy to find ways to improve your operational efficiency. And by giving them a chance to take ownership in their work, you're increasing
their job satisfaction.
Allow for Collaboration
Encourage collaboration among your younger staff members.
Research shows that group work models "enhance innovation, increase productivity, and they often lower personnel costs." When a few millennials put their heads together, you have the potential to take your call tracking program to places you never
thought it'd go.
There's another plus too: When millennials feel involved in what they're doing, they're less likely to become bored at work and therefore less likely to quit. Collaboration = awesome. What else can we say?
Give Lots of Positive Feedback
So what do you think? Does your call tracking program have what it takes to help millennials stick around? If you're a millennial yourself, what changes would you make to your company's call tracking program? Let us know in the comments!
