The Personal Touch: How call centre technologies help you serve all ages

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Whether it’s predictive diallers that get through more calls faster, workflow solutions that allocate tasks to the best person for the job, or speech analytics that track certain key words and phrases in calls, Daviker’s contact centre solutions help you to cater better for customers of all ages.

A crucial benchmark is being reached at present as the so-called Millennial generation begins to overtake the Baby Boomers that came before, with Millennials leading more businesses and holding more of the spending power than ever before.

But both generations are still very much economically active – so what do they want from a contact centre? A recently published study from industry analyst ContactBabel reveals the similarities and differences between the two.

A desire for human interaction

As is often the case in call centre research, the results show that people of all ages value the personal touch. Even when given the choice between dealing with a human or an automated system that gives the same result in the same amount of time, both generations opted to speak to a person.

Two thirds of Baby Boomers and half of Millennials surveyed said they prefer call centre agents to be humans rather than computers, even when the same quality of outcome is guaranteed.

In comparison, just one in ten Baby Boomers and three in ten Millennials prefer automated lines, while the rest either had no preference or did not know how they felt.

While younger respondents are more likely to prefer automated call systems, the larger share across all ages prefer to speak to a real person – an indication of the importance of human interaction and of the personal touch in contact centres.

A way to solve problems

The survey also found that contact centres are seen as one of the main ways to solve problems, ranking third for Millennials with 13% of the generation preferring a telephone call to resolve a frustrating problem, behind live web chat (17%) and an overwhelming preference for email (42%).

Even more interesting among Baby Boomers, email and call centres were tied in first place with 39% each choosing these methods, while others like live chat, mobile apps and social media all scored in single figures.

Again, call centres are still seen as a way to get direct assistance, and to resolve problems that are frustrating or emotionally charged.

Right first time?

One of the priorities especially for Baby Boomers is to resolve the problem at the first attempt – 58% of older respondents and 37% of Millennials said this is a priority, and 31% of both age groups said polite and friendly employees matter too.

Contact centre technologies like Daviker Speech Analytics can help in this area, by flagging up any inappropriate words or phrases – you could even use the system to check for age-appropriate language for an extra personal touch for people of different demographics.

And with contact centre solutions like Daviker TouchStar Predictive Dialler, you can increase your call centre talk time by as much as 400%, increasing productivity and making sure that when your customers need your support, there is more likely to be someone available to give them a call.