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Study: One third of Generation Y would rather be unemployed than working at call centers

by Scott Wallask

September 30, 2010

By Scott Wallask, Insider Learning Network

Ouch. That’s the first reaction I had when reading up on a United Kingdom study that indicates Generation Y—people ages 16 to 28—have almost a hostile lack of interest in working for a call center.

Certainly the results apply to many of our companies around the world that use SAP CRM interaction center and SAP HCM.

My colleague, Dave Hannon, recently noted that many Gen Y-ers are in their 20s and now make up 21% of the IT workforce.

Check out some of the findings of the research done by Sodexo Motivation Solutions:

  • 5% of Gen Y-ers think working for a call center is exciting
  • 55% of these folks consider call center work in a negative light
  • 33% of those surveyed who are currently lookin g for jobs would rather claim unemployment than work in a call center

Those are rough numbers, particularly because Generation Y members—also known as Millennials—are vital to the future success of call centers, Iain McMath, managing director of Sodexo Motivation Solutions, said in a press release.

“Managers therefore need to make it clear that the call center industry can offer a career path in which additional responsibilities can be earned, and where hard work is both acknowledged and rewarded in a way that meets the specific needs of Generation Y,” McMath said.

I have to think that the poor public perception of calling into customer service centers plays a part in these statistics. When was the last time you enjoyed the prospect of staying on hold waiting for bad customer service? And if that’s the case, why would you want to work for a call center?

The Sodexo survey polled the views of Generation Y on a range of work-related topics and used a sample group of 401 respondents drawn at random from an online panel.

Follow Scott on Twitter @sapcrm_observer.

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