After Generation X (those who
were born between the years 1965
to 1979), the workforce in
contact centers and other
telesales and telemarketing
businesses is now heavily joined
by members of Generation Y, also
called Millennials (those who
were born in 1980 and onwards).
To these new breed of
individuals working as telesales
professionals, the traditional
telesales management technique
and sales training may not be
applicable. This poses a little
problem to the management as the
Millennials will be working in
harmony with the mature
generation, the Baby Boomer
generation and Generation Xers.
Being the youngest generation in
the mixture, the Millennials
have gained a reputation for
being poor when it comes to work
ethics and setting expectations
that are too high or
unrealistic.
But the Millennials posses a lot
of positive traits that, when
exploited well, can be used to
the advantage of the business.
Aside from being well-educated
and technologically savvy, they
are energetic, individualistic
and full of optimism. Their
individuality stands out in
their field of work and they are
expected to be successful in the
telesales world as in any
undertaking.
The challenge then is how
management will adjust the
telesales and telesales
management strategies that have
been in place to take advantage
of the strengths of Millennials
to the sales workforce.
Management should take a look
into the following perspectives
and make the necessary changes
to meet the needs of the
Millennials.
Setting challenges. Millennials
have a competitive nature. It is
how they are brought up.
Telesales management can take
advantage of this by setting
goals that allow them to compete
individually as well as a team.
The goals should be matched with
exciting rewards to heighten
their interests.
Incentives
It is a common practice for
management to provide rewards to
top sales performers. The usual
prizes are gift certificates
that can be used in various
local establishments and other
exciting products. Most of the
Millennials are likely to own
the latest technological
gadgets. To make the incentive
program more appealing, a trip
to a summer getaway as the top
prize is one that they can't
resist.
Fun atmosphere
Millennials are an energetic
lot. Their being hard working
should be equally matched with
opportunities for fun and
relaxation. Giving them a fun
atmosphere is a great way to
provide them with an outlet for
their creative side. Charity
work, socials, excursions and
other similar events will help
boost their morale, inspire them
to become better telesales
employees and give them a
well-rounded personality.
Source: Heinrich Churchill link