Workforce Management Featured Article
The Value of Older Workers in the Contact Center
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it’s easy to forget that there are still a lot of Baby Boomers in the U.S. workforce. Whether by choice or economic necessity, older workers aren’t in a hurry to retire. In fact, the Bureau of Labor Statistics has projected that by 2024, 13 million U.S. workers will be over age 65. These workers are often the voice of experience, or the steady hand of perspective in many workforces, and efforts to recruit and manage younger workers shouldn’t come at the expense of older workers. Instead, good call center management should find a way to integrate the generations for mutual benefit.
Older and Younger Contact Center Workers Can Help Each Other
In a recent interview with Human Resource Executive magazine, Dave Walker, chief human resource officer of 1-800-CONTACTS, recounts how his company has set out to recruit older workers in an effort to bring true diversity to the contact center. He noted that one of the best qualities of older workers can be summed up in one word: “perspective.”
“In the call center, someone would have a bad call or a bad interaction,” Walker said, “and here’s a person who’s seen dozens of these and who can say, ‘You’re going to be fine, just get a good night’s sleep.’ There’s just a perspective.”
At the same time, your younger call center workers may be more tech savvy and quicker to pick up on using new applications. Consider a buddy system of pairing older and younger workers in teams so they can assist each other, whether it’s new technology, or keeping an “it’s not the end of the world” perspective after an unpleasant call.
Older Workers Often Want Part-Time Work
Whether it’s because they’re semi-retired or have responsibilities caring for elderly parents or grandchildren, Baby Boomer employees are often seeking part-time schedules, which can help the call center during high volume times of the day or week. Many may be willing to work somewhat irregular schedules, take early morning shifts or even work from home.
Mentoring Opportunities
Millennial workers frequently express the desire for mentoring relationships in the workplace. With a significant portion of older workers who are more experienced with life (if not call center work), you have an opportunity to make this happen. Ensure all workgroups have at least one older employee who understands his or her responsibilities to coach, talk or guide with experience.
While older workers may need less hand-holding than Millennials, it’s also important to remember that they still do need a purpose and a goal, so be sure you’re helping them continue to grow in their jobs so they can continue to share the benefits of their experience without stagnating.
Edited by Maurice Nagle
