multigenerational call center workforce

It might seem hard to believe, but the American workforce will include employees from five different generations by 2020. Here is a list of the various generations that will make up the labor force and the characteristics that are often associated with each:

  • Traditionalists: Traditionalists were born before 1945. Disciplined and loyal are words you’ll typically hear when someone is describing a worker from the traditionalist generation.
  • Baby Boomers: Born in or between 1946 and 1964, Baby Boomers usually work hard and they’re capable team players who enjoy experimenting.
  • Gen X: Members of gen X were born from 1965 through 1976. Gen Xers generally have an entrepreneurial spirit and they are always up for a challenge. Gen Xers are also known for being independent.
  • Millennials: Millennials crave a sound work-life balance and they ordinarily exude confidence. More so than their predecessors, millennials want instant results.
  • Gen 2020: Although the members of this generation aren’t in the workforce just yet, they will be soon. When they start infiltrating the labor force, they’ll bring optimism and high expectations with them.
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Managing a Multigenerational Workforce

While each generation mentioned above has characteristics employers find attractive, it can be difficult to coordinate activities when you manage a multigenerational call center workforce. Although it can be challenging to manage members of different generations when they share the same workplace, doing so successfully can yield bankable results.

In order to enjoy the benefits that having a cohesive, diverse call center labor pool can provide, you might need some tips about managing a multigenerational workforce. Here are some useful suggestions that can help you manage your multigenerational call center workforce more effectively:

  • Create Teams: You can establish a team atmosphere in your call center by creating teams that include members of different generations. In general, the members of each generation have their own strengths and weaknesses. By having members of different age groups work together, your call center agents will enjoy a sense of camaraderie and they’ll learn from one another.
  • Role Play: Encourage your agents to role play calls with each other. This will also foster a sense of comradeship as your employees share ideas about how to handle calls better with one another. It will give your agents a chance to practice fielding calls from callers who belong to a generation other than their own as well.
  • Develop Training Programs: You should create training programs that appeal to every generation and agents who have different learning styles. You should develop some classroom training as well as online training programs. While older agents may prefer more traditional training formats, younger employees may respond better to less conventional training that involves gamification techniques.
  • Implement More Benefit Options: Just as each generation is often associated with distinct characteristics, the members of every generation typically have different priorities. With this in mind, you should take a look at your menu of benefits to ensure it includes options the members of every generation will actually consider meaningful. If it doesn’t, you should add more options to your benefit program. An adaptable benefits program can help you attract and retain employees in the short and long term.


Of course, all of the effort you put into managing a multigenerational workforce effectively will be wasted if you don’t set your team up for success by giving them the right sales leads lists. Whether you’re looking for B2B or B2C leads lists, you’ll find what you’re looking for at TelephoneLists.Biz. Check out our leads lists online or contact TelephoneLists.Biz to learn more today.


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