POSTED: 09/02/19
BY: Stephen

The Millennial Effect: How Younger Generations are Revolutionizing Customer Engagement Channels

The Millennial Effect: How Younger Generations are Revolutionizing Customer Engagement Channels.



Because millennials statistically avoid making phone calls in comparison to those 35+, contact centers have for a long time been creating “non-voice” solutions that fit in with the style of communication that most of the younger generation look for. In order to pursue the most effective methods though it’s super important to explore why exactly millennials prefer non-voice channels when engaging with corporations for tech support, sales, customer service etc.


1.Phone calls are time consuming.

Placing a phone call to anyone can take up a lot of time. This can be especially true when contacting a call center. People don’t like long phone calls, and they especially don’t like to deal with the time drain of being put on hold or transferred from department to department.

2. It can be difficult to find a time and place to make a call without being rude to      others around the caller.

No one likes to hear a loud phone call in a public place. This means that in a fast-paced world, it can be difficult for millennials to find appropriate times and locations where they can make calls in a way that doesn’t disturb others.

3.Phone calls can feel invasive.

Younger generation who make phone calls might be concerned that the other party will put him or her on the spot. It can be more difficult to tell someone ‘no’ over the phone than it is to respond similarly via text message, email, or instant message. Millennials who are apprehensive about sales pitches from call centers are far more likely to resort to communicating through channels other than phone calls.


In order to keep pace with generational trends and preferences, contact centers are increasingly evolving into full omni-channel support options. At The Workloop, we put together a contact solution for your customers which is based on researching your demographic and their previous behaviors through various channels that have been used. We compare this to other competitors in the market and tailor an approach that will make sure it does not alienate any of your customer base and ensure that it reduces contact friction to its lowest possible level. Our omni-channel solutions will often include:

  • Online chat
  • In-app support
  • Email
  • Social media
  • SMS text messaging
  • Voice support

Through our deep understanding of how to make customer engagement as easy and enjoyable as possible, we have a great track history of increasing customer satisfaction and boosting cross sales by combining sales, after sales support and marketing. Whoever your customer is, we make sure that you have the fullest insight on them and to understand and maximizing each and every engagement. Get in touch with The Workloop today to see how we can improve your customer engagement!

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