How many employees in your contact center range in age from 19 to 35? If your answer is “most of them,” you’re not alone. 58% of contact center employees are a part of Generation Y, born between 1977 and 1994. And as the media has been telling us for quite some time, this generation is different from those that came before. So it makes sense that members of Gen Y would also respond to different management techniques than their older coworkers.

Statistics demonstrate the different expectations that Gen Y has when it comes to work. For the most part, by the age of 26, a member of this generation will have already had six or seven jobs. And at this very moment, 77% of them expect to change jobs again within the next two years. Because this is such an ingrained part of their culture, it can be more challenging to retain a good employee from this generation than it would be to keep an older one.

In order to meet this challenge, and find ways to keep great Gen Y workers happily employed at your contact center, it’s a good idea to take a look at what motivates them. Here are 4 tips for managing members of Generation Y in your contact center in a way that benefits everyone involved.

1. Communicate. Members of this generation don’t want to be managed – they want to be mentored.  Rather than doing what their boss tells them to unquestioningly, they want to understand why they are doing those things. And they don’t want this communication to be a one-way street, either. People in this age group like to update their manager regularly on how and what they are doing – and get feedback as to what they can work on to improve.

2. Be a coach! Generation Y is all about getting frequent feedback and coaching in order to improve their skills. Short but regular sessions in which their work is evaluated and constructive criticism is given will help you achieve this goal. But since this generation is also all about technology and efficiency, getting that feedback via electronic channels is preferred.

3. Allow for more work/life balance. This generation insists on working to live, not living to work. They prefer a work schedule that allows them flexibility. So try developing multiple part-time schedules throughout the day, instead of the standard 8-to-5 routine, so they can easily fit other activities into their day as well. Or you could embrace flexibility whole-heartedly, and let them work as remote agents.

4. Provide opportunities for growth and development. Gen Y is constantly on the lookout for ways to better themselves. If you give them the chance to do so, it will make a real difference in the way they view their job. Tap their creativity when you need a problem solved. Get them involved with projects. And then recognize them for their achievements.

When Gen Y contact center employees feel that they are getting sufficient communication and coaching, that they have enough flexibility in their work schedule, and that they are being given the chance to grow, they will be much more motivated to remain with your business. Contact KOVA Corp today to find out more about our Verint Media Recorder Workforce Optimization suite, which can help you with scheduling, coaching, communication, and eLearning – everything you need to keep your Generation Y employees motivated and performing at high levels.