Customer Service for Gen A to Z

By David Patchen, MainTrax

Boomers, we hear you.  Even though your population of 76 million Americans is decreasing, you still represent a disproportionately high percentage of calls contact centers receive.  So, we set out to deliver what you’ve always wanted: good old-fashioned customer from an empathetic agent.

It may surprise you that according to research published by InfoCision, Baby Boomers (born between 1945 and 1964) want cutting-edge technology that saves time and increases convenience almost as much as Millennials (1980-1994).  Nearly 60% of seniors made a digital purchase in the past three months, 45% choose “live chat” because it’s convenient and 86% have used automated self-service functions.

Still, this generation doesn’t hesitate to pick up the phone when they need a helping hand to resolve their issues.  An estimated 25% of Boomers consider the phone to be their preferred communications channel, as compared with Millennials (19%) and Gen-Xers born between 1995-2012 (18%).

Although this demographic can be stereotyped as being “cranky” customers on the phone, data shows us that they’re actually quite patient and understanding. According to Microsoft, only 47% of consumers 55+ have higher expectations for customer service today than they had the previous year, compared with 68% of consumers 18-34 years of age.

Boomers aren’t alone in their frustrations with customer service either.  Take Millennials:  Nuance reports that 32% claim to be frustrated by being put on hold.  And 35% of Gen-Xers get annoyed not being able to get through the system to speak with a real person.

Research has found that more important than resolving a problem for any generation is how they are treated when interacting with your customer service department. According to PwC, experiences that would make customers take their business elsewhere include unfriendly service (60%) and agents’ lack of knowledge (46%).

With all of these unique quirks and expectations to cater to across generations, it’s no wonder why contact centers are increasingly relying on virtual pre-hire assessment solutions that assist in hiring agents who will provide the best customer service.  This is where we come in to take your hiring to the next level. HireTrax, our virtual pre-hire solution, predicts which candidates will be successful agents based on the presence of key behavioral traits such as empathy – all by analyzing their voice cues.  How, you may ask, can we ensure you’re hiring the right agents for these diverse generational needs based on voice alone? Our software takes recorded phoned-in answers to scenario-based questions, runs those recordings through our advanced predictive linguistics software, and immediately kicks out a score that informs the recruiter whether they have the kind of engaged, positive personality you want in an agent.  Additionally, HireTrax also provides a “Language IQ” test that measures a candidate’s communications skills—which can be equally as important as Nuance reports 46% of Boomers get perturbed when the agent they’re talking to doesn’t have a good grasp of the English language.

Net results: contact centers are hiring more agents who possess the personal traits Boomers (and all generations!) crave — patience, a willingness to help, and empathy.  HireTrax helps you identify those candidates before they even walk through the door.

About MainTrax
MainTrax is a leading provider of speech analytics professional services to end users and industry partners. Free of allegiance to any one solution or supplier, MainTrax has earned a reputation as an independent, unbiased resource for consulting expertise across a variety of products and providers.