engaging and motivating generation y

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Kevin Harrington

Engaging and motivating your Gen Y workforce

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My reference points

• Small businesses• Sodexo• BBC• Sony

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Which generation do you belong to?

• Silent Generation (1925-1944)

• Baby Boomer (born 1945-1964)

• Generation X (born 1965-80)

• Generation Y/ Millennial Generation (born after 1980)

• Screenagers?

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Baby boomerSelf-expansive

Pragmatist/idealist

Assumes diversity

Freedom to seek and to achieve

Generation XSelf-involved

Practical/pragmatic

Accepts diversity

Has no line between hard work and success

Generation YSelf-inventive

Optimistic/realistic

Celebrates diversity

High expectation

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None of these existed before 2000

3D TVBlackBerryBroadbandCamera phonesClub PenguinFacebookFarmvilleFirefoxFlickr

Google+GrouponHybrid carsiPadiPhoneiPodiTunesKindleLinkedIn

MySpacePandoraSatellite radioSkypeTiVoTwitterWiiXBoxYouTube

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Let’s start with the basics: Generation Y refers to everyone born between 1982 and 2002

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Because of demographics, Generation Yers are now in much demand

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Have you thought about how best to reach, recruit and retain them?

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Did you know that Generation Y cares less about salaries and more about flexible working?

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You’re half way to understanding Generation Y

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Generation Y also values challenging work more than job security

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They’re very much more concerned about working for ethical companies than previous generations

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You’re more likely reach them through Facebook or MySpace than traditional media

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And you’ll have to work hard to keep them; it’s likely that a Gen Y will have 10 jobs before 40

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Work to live• 43%

– "flexible working" was the single biggest benefit that would attract people to a contact centre job

– benefit most frequently being provided by current employers (30%)

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Money• 37%

– “Pay" was the biggest reason given when considering a career in the contact centre industry

– 25% of those questioned named "flexible benefits" as their main reason

– East Midlands & Anglia, these figures flipped, with the majority (52%) actually putting flexible benefits above

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Industry challenges• 5%

– stated that they would regard working for a contact centre as "exciting"

– 10% as "rewarding"• 55%

– negative• monotonous• depressing• sweat shop

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On the plus side

• 22%– consider the work to

be "challenging" (a word used almost as often as "monotonous")

• 73%– happily "tell a date"

that they worked in a contact centre

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Feeling of worth

• Customer support rather than customer service

• Customer service rather than call centre

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Feedback

Regular feedback expected and demanded

Acknowledgment and rewards are important

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The magic numbers

•Remuneration structure 100% salary 20% bonus 3% incentives

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Choice

• Decisions:– Waste avoidance– Relevancy– Ease of supply– Ease of

administration

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More choice

• SayShopping• Vivaboxes• Sodexo Performance

Suite

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Lee Iacoccasilent generation

Mark Zuckerberggeneration y

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Bespoke suit demonstrates seriousness and good taste

Both hands free for a handshake

Freshly shined shoes send a signal that your not to be messed with

A perfectly folded pocket handkerchief shows attention to detail

Lee Iacoccasilent generation

Mark Zuckerberggeneration y

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Bespoke suit demonstrates seriousness and good taste

Both hands free for a handshake

Freshly shined shoes send a signal that your not to be messed with

A perfectly folded pocket handkerchief shows attention to detail

A CBGB t-shirt shows you weren't alive in the 70s

'Mom jeans' suggest you rarely leave the house Flip-flops send

a signal that you're just messing around

One hand permanently attached to a social network

Lee Iacoccasilent generation

Mark Zuckerberggeneration y

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Our learning

• Generation Y – are here– are human – have high standards – want choice…their

choice

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Contact

Kevin Harrington

Telephone: Email:

+44 (0)7785 977777 mail@kevinharrington.com

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