A recent survey from ResumeTemplates.com reveals that 12.5% of hiring managers hesitate to hire Generation Z (Gen Z) for customer-facing roles due to concerns over professionalism, communication, and conflict resolution. Conducted in October, the survey had 1,000 participants, 91% of whom expressed doubts about Gen Z employees’ ability to handle customer interactions.
Specific issues include unprofessional tone (41%), poor attention to detail (40%), lack of enthusiasm (38%), and challenges in managing conflict (35%). Notably, 62% of managers reported receiving client complaints about Gen Z employees, with over 40% citing a negative impact on customer satisfaction and nearly a quarter reporting client losses as a direct result.
These results seem to align with another survey, which found that 45% of U.S. hiring managers consider Gen Z the most challenging generation to manage, followed by millennials (26%), Gen X (13%), and boomers (9%).
Julia Toothacre, chief career strategist at ResumeTemplates.com, acknowledged that many Gen Zers still have to acclimate to workplace expectations. “While they bring fresh perspectives, professionalism, and soft skills often require intentional development,” Toothacre said. “With proper training and feedback, these challenges can be addressed effectively.”
Implications for the BPO sector
The survey findings highlight significant challenges for the business process outsourcing (BPO) sector, which relies on effective customer service. As companies turn to younger talent, especially Gen Z, adjusting recruitment and training strategies is vital to maintaining service quality.
Gen Z workers are digitally savvy but have shorter attention spans, averaging eight seconds. Successfully integrating them into an organization requires a shift in training methods. Traditional, lengthy training videos are less effective, so companies must adopt interactive, bite-sized modules similar to platforms such as TikTok.
Additionally, Gen Z values purpose and belonging at work, preferring companies that emphasize personal growth and social impact. They also seek workplaces with empathetic communication and constructive feedback, which is crucial for customer-facing roles.
For BPO firms, successfully integrating Gen Z into customer service requires adjusting training methods, fostering a sense of connection, and aligning company values to attract and retain these young workers.
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Skylar. (2024, July 11). How to Onboard GenZ in BPO. Retrieved November 22, 2024, from https://www.getskylar.com/blog/how-to-onboard-genz-in-bpo
