Restlessness Abounds with Young Millennial/GenZ Customer Service Agents: Declining Job Satisfaction, Most Likely to Leave, Desire for Greater Work/Life Balance

Date: 6/28/2018, Phoenix, Arizona

  •  2nd annual Aspect Agent Experience Index survey shows 45 percent of GenZ/Young Millennial (18-24) customer service agents leaving current jobs
  • Over half (51 percent) of GenZ/Young Millennials interested in being on-demand customer service agents in the Gig Economy
  • Factors around work environment, more so than salary, key to improving engagement, desire to stay

Young Millennial/GenZ Customer Service Agents (ages 18-24) could be the largest customer service agent demographic in the next several years but they could also be least happy and most likely to leave their jobs according to the 2nd annual Aspect Agent Experience Index survey. Not only is this demographic the only group whose job satisfaction declined from 2017, 45 percent of Young Millennial/GenZ agents are much more likely to be looking for another job than older Millennials (33 percent) and GenX/Boomers (24%).

Driving this restlessness are a number of gaps which exist between the factors all agents say are vital to their engagement, and the availability of those factors in agents’ contact centers.  

  • 83 percent of agents believe having the ability to move up in the organization is important to their engagement but only 58 percent of agents say it is provided by their current employer
  • 91 percent say feeling like a valued part of a team is important but only 58 percent say they work in a customer service environment where this is present
  • 80 percent say having up-to-date customer service software is critical to their engagement but only 35 percent of agents say this is currently available to them
  • 93 percent of agents say it’s important to be working in an environment where they feel respected, the highest ranked of the 14 factors

“There are a number of insights from the Aspect Agent Experience Index survey that provide customer service organizations with the keys to making their agents happier and better equipped to service customers,” said Nancy Dobrozdravic, Vice President of Marketing, Aspect. “And while employment loyalty in younger agents is the most precarious of all demographics, customer service organizations can reduce employee attrition across cohorts by closing the gaps between agents’ workplace expectations and the contact center’s ability to deliver on those fronts.”

Some other ways customer service organizations can improve agent satisfaction and engagement include:

  • Challenge them: 81 percent of agents say their skills will improve when they are tasked with handling more complex questions and tasks. 70 percent of agents say it will improve their chances of moving up in the company. Plus, 73 percent of Young Millennial/GenZ agents say it will make the feel more satisfied/committed in their jobs, higher than any other demographic.
  • Improve the work environment: Making work-life management easy and where possible, self-serviceable, can provide more schedule flexibility, create greater work/life balance and make agents feel respected. More than half of Young Millennial/GenZ agents (58%) say using self-service to manage their schedules, pick up and change shifts is more important than a good salary.

To see the results of Part One of the 2018 Aspect Agent Experience Index survey, click here.

For more information, please contact:
Michael Harris, Aspect Software CMO
Tel: 602-586-5810