engaging and motivating generation y

. Copyright Kevin Harrington 2013.

Kevin Harrington

Engaging and motivating your Gen Y workforce


My reference points

• Small businesses• Sodexo• BBC• Sony


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?


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


None of these existed before 2000

3D TVBlackBerryBroadbandCamera phonesClub PenguinFacebookFarmvilleFirefoxFlickr

Google+GrouponHybrid carsiPadiPhoneiPodiTunesKindleLinkedIn

MySpacePandoraSatellite radioSkypeTiVoTwitterWiiXBoxYouTube


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


Because of demographics, Generation Yers are now in much demand


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


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


You’re half way to understanding Generation Y


Generation Y also values challenging work more than job security


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


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


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


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%)


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


Industry challenges• 5%

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

– 10% as "rewarding"• 55%

– negative• monotonous• depressing• sweat shop


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


Feeling of worth

• Customer support rather than customer service

• Customer service rather than call centre


Feedback

Regular feedback expected and demanded

Acknowledgment and rewards are important


The magic numbers

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


Choice

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

administration


More choice

• SayShopping• Vivaboxes• Sodexo Performance

Suite


Lee Iacoccasilent generation

Mark Zuckerberggeneration y


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




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




Our learning

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

choice


Contact

Kevin Harrington

Telephone: Email:

+44 (0)7785 977777 [email protected]

engaging and motivating generation y

Technology

copyright kevin harrington

generation y cares

learning generation

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contact centre industry

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