9 Ways Millennials Have Transformed Contact Centre Customer Experience - Call Page Boy

9 Ways Millennials Have Transformed Contact Centre Customer Experience

This article about the millennial customer experience was originally posted by Chandler Galt on niceincontact.com on January 8th, 2016.

As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the global economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centres think about customer experience. Read on to learn the 9 things that millennials are expecting from the organisations they buy from and interact with, and how you can adjust your contact centre to exceed their customer experience expectations.

Customer Experience: Mobile & Online First

Globally, 55% of all customer service interactions now start online, and that numbers jumps to 65% for millennials. In addition, 36% of millennials start customer service situations on a mobile device rather than a desktop computer compared to 21% for consumers over the age of 55. This means that your contact information needs to be displayed clearly online (probably as part of your website header) as well as responsive so that it displays clearly on mobile devices as well.


Millennials interact continuously with their mobile devices because it provides them access to just about everything they need including email, SMS, Social Media, banking, shopping, etc. Because of this, Millennials expect the companies and organizations they interact with to be always-on as well, and will find any means necessary to make that happen (like turning to Twitter if it is after-hours for their contact center). Even if your contact center has specific hours, make sure you have a back-up plan for how to handle customer service issues through the night.

High Expectations

68% of Millennials have higher expectations for customer service today than just a year ago. As far as what they’re looking for when they do engage with customer service representatives, 78% of Millennials want the agent to already know their contact and product information, as well as service history. While older consumers may be used to waiting on the phone while their information is retrieved, millennials expect quicker interactions with limited lag time….Read more.

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