Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Wouldn’t You Rather Not Call Me?

Blog
4th May 2016

“Millenials” (anyone born between 1981 and 2000) are a demanding group of customers…

The first generation with access to instant communication, they expect service at any time and on the channels that they choose. It is largely the demands of millennials that have turned the voice customer contact channel from the default into one of many – including social networks. This also means that they are the most open to new ideas and new ways to get help. If your company creates an online digital help system that makes it easy to find self-service information, as opposed to calling for help, millennial customers will be the most likely to use it and the easiest to coach.

The so-called ‘broadcast generation’ – people between 35 and 55 – are also likely to prefer helping themselves, if possible, but they may need a little support. If your customer experience advisors can coach these customers on finding information then it may take a little extra time on an initial call, but it will prove a worthwhile investment in the long run by preventing further calls in the future.

The over-55 customer often has a lot of buying power and more time than other demographics. They may need more support than the other groups when it comes to digital self-service, but they can be successfully coached if advisors are allowed to invest the required time and effort.

Hiring your own team of digital natives – millennials who have only ever known a range of communication technologies – is a great approach to building a truly contemporary contact centre. You need to create an environment where the team can not only serve customers, but also coach them in how to find the answers without calling again. Your advisors should be able to share information and guide customers to the answers regardless of the demographic group of the customer.

What do you think of millennials and their preference for online information? Can coaching really deflect calls away from the contact centre if time is invested in showing customers how to serve themselves?

# # #

Download our FREE ‘Digital Coaching’ paper now

Two years ago Deloitte made the bold prediction that in Retail, by 2020, physical stores would be replaced by “showrooms” with store assistants guiding customers to purchase online.

Could we see the same thing occur in contact centres across all sectors…with advisors resolving the customer’s problems and then helping them to serve themselves in the future?

In our new Digital Coaching paper we look at whether the role of the customer experience advisor could eventually evolve to become that of a “digital coach”, using their skills to help reduce future contact volumes and drive increased sales online.

Click the image below to access the free paper now.


Helen Murray
Article by: Helen Murray

News & Insights

Solution Designer
Service Provider
Technology Enabler
Blog
Infographic: Spotlight on Gen Z behaviour & preferences

Much has been speculated about Gen Z, the new kids on the generational block. They are loosely categorised as people born between 1995 and 2010 — and are also known as post-millennials or Gen Net… What is true is that they are undoubtedly the first true digital natives. From their earliest experiences, they were exposed to the internet, social networks, mobile devices and wifi speeds far...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Another Award winning year for Webhelp and Sky

It was a successful night for global customer experience expert, Webhelp, and leading telecommunications provider Sky, at the UK Customer Experience Awards yesterday. The fiercely competitive awards, which highlight excellence in the CX industry, were held at London’s Wembley Stadium. In a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp hosts industry discussion on generational differences and their impact on CX

Webhelp hosted the second of our Disruptor Dinners at the Shangri-la at the Shard in London yesterday, as part of our highly regarded yearlong series, which examines and identifies significant disruptors of Customer Experience (CX). This session looked at the impact of changing generations on...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Generation: Cohort views on CX and the workplace

The Webhelp Disruptor Series Part 2: Generation: Cohort views on CX and the workplace This paper reveals the results of our exclusive YouGov study on age-influenced attitudes to multi-generational working and customer experience, as well as gathering informed viewpoints from sector leaders,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook