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Employees agree on the advantages of a cross age-group workforce

10th September 2019

New YouGov research shows broad support for multi-generational and flexible working and fast resolution for customer service issues.

60% of British employees value the sharing of different view-points among a multi-gen workforce

76% support casual dress, working from home (76%) and flexible working (89%) existing in their workplace

Half (49%) believe their business has policies that proactively promote ‘multi-generational working’

Employees are preparing to take on a massive age-related challenge, with the rise of Gen Z and the post Baby boomer shift radically altering the makeup of the workforce.

The good news is that indications are that most of us are willing to embrace that change, as a new study commissioned by Webhelp shows the majority (60%) believe having the ability to share different viewpoints is an advantage of a business having a multi-generational workforce.

Encouragingly, the younger age-groups value a range of view-points the most, with Gen Z the most enthusiastic at 65%.

Additionally, over half (53%) appreciating the specialist knowledge that access to a range of age-groups can provide.

Interestingly, fewer disadvantages were seen for multi-generational working, with the main red flag raised being the potential for conflicting approaches to productivity, at 12%.

More worryingly, the figures raise the possibility that employers are struggling to keep up with the pace of change in catering for a more diverse workforce.

While nearly 8 in 10/ 4 in 5 (79%) of employees say they are part of a multi-generational workforce, only half (49%) agree that there are any recruitment processes, collaborative working or other age related policies in their workplace, which actively promote multi-generational working.

On a lighter note, casual dress (76%) working from home (76%) and flexible working (89%) have support across all age groups – although as expected, support amongst younger generations tends to be higher.

However, the highest age range was shown to be less comfortable in other areas of working life, as only 17% of Baby Boomer’s feel informed about new technology, or confident in using them (18%), in contrast to Gen Z (28% feeling informed and 27% feeling confident using them).

The results are drawn from an insightful online YouGov survey of more than 2,000 British employees, commissioned by global business Webhelp, who are one of the UKs leading customer experience providers.

Gillian Campbell, Webhelp’s Human Resources Director, said:

 “An increasingly age disparate workforce with varying views and life experiences is a great thing. The fact that people of all ages see the benefits of working together is extremely positive, particularly when there are fears about widening gaps between generations.

As an employer our role is to create awareness and acceptance of difference in the workplace, ensuring we value our staff and encouraging our people to value and support each other.

This type of rich diversity is incredibly valuable to our business. It also means we can better understand and relate to consumer needs and create better experiences for them.”

More findings from the report, plus exclusive responses from age trends experts, sector leaders, academics and frontline staff in can be found in this Whitepaper, which is part of Webhelp’s Disruptor series tackling Customer experience industry challenges.

Survey Methodology

This survey has been conducted using an online interview administered to members of the YouGov Plc UK panel of 800,000+ individuals who have agreed to take part in surveys. All figures, unless otherwise stated, are from YouGov Plc.  Total sample size was 2002 adults. Fieldwork was undertaken between 6th – 13th June 2019.  The survey was carried out online. The figures have been weighted and are representative of British business size.

Article by: Webhelp

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