Generation Z, born between 1997 and 2012, is already influencing many areas of society, including the contact center industry. This new generation brings with it a set of expectations and behaviors that have a major impact on the way contact centers communicate with their customers.
Generation Z, also known as “digital natives”, is growing up in a world dominated by digital communication. They prefer to communicate via text messages, social media and emails rather than phone calls. As described in this article, telephoning is often time-consuming and inefficient for them. This has significant implications for the contact centre industry, which must adapt its communication channels accordingly to meet the expectations of this generation.
This is how contact centres need to change:
- Digital customer service:
Contact centres must be prepared to meet the demand for digital communication. These include chatbots, social media interactions and email support. Companies should also invest in technologies that enable a seamless omni-channel experience, as Generation Z frequently switches between different communication channels. - Fast response times:
Due to their preference for efficiency, digital natives expect fast response times. Contact centres must therefore invest in solutions that enable an immediate response to customer enquiries. - Personalised service:
Although they are a digital generation, Generation Z appreciates personal service. Contact centres should therefore train their staff to ensure excellent and personalised customer service, regardless of the communication channel.
With these adaptations, contact centres can meet the unique needs and expectations of Generation Z while delivering a compelling customer experience.
The callback solution from virtualQ can optimally address the customer service requirements of Generation Z and effectively address the three key areas mentioned:
- Digital customer service:
The solution from virtualQ enables companies to offer seamless digital customer service. Generation Z customers can register for a callback and don’t have to wait on hold. The ability to offer the service on digital platforms corresponds to the communication style of this generation and promotes a positive customer experience. - Fast response times:
virtualQ’s callback solution guarantees fast response times, which suits Generation Z. Instead of spending their time on hold, they can sign up for a callback and be notified as soon as an agent is available. This means that they can utilise their time efficiently and receive high-quality customer service at the same time. - Personalised service:
Despite their digital background, Generation Z appreciates personal service. With virtualQ’s callback solution, customers can have direct contact with an agent who knows their enquiries inside out and can respond to them. This promotes a personalised service that meets the expectations of Generation Z.
To summarise, virtualQ’s callback solution is ideal for meeting the needs of Generation Z while providing an outstanding customer experience. Prepare now for future generations. We can help you with this.
