How to Onboard GenZ in BPO
Get ready for a workforce shake-up. Here's your no-nonsense guide to turning Gen Z hires into BPO superstars
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Let's be honest.
A new generation of workers has entered. And most of us are not prepared.
Generation Z, born between 1996 and 2012, account for 27% of the workforce by 2025.
As a BPO, your new hire pool is largely Gen Z already.
Gen Z are perceived to be hard to work with. They have high demands. They hop jobs often. They are not good at resolving conflicts.
But it doesn't have to be this way. In fact there are some organisations embracing Gen Z and getting astoninishing results as they leverage their strengths and set them up for succcess.
But with successful onboarding this group of new hires can turn into a trust-worthy team of professionals.
This post explains the expectations of Gen Z in the workplace. And it will help you with the best known ways to meet them.
What do Gen Zs expect, when joining a BPO? How is it different?
1] Their relationship with technology.
Yes, Millennials were the digital natives, but Gen Z go a step further.
They were born into the most rapid technological progress. Undoubtedly the most AI-literate generation. Gen Z are not only very good at working with technology. They expect it.
Thats why using the same training as the previous generation does not work so well.
Gen Z attention span has gone down to 8 seconds on average. Lower than a goldfish. This generation consumes content like TikTok where short punchy videos dominate.
This means that typical classroom training does not work. Even the 10 minute educational videos that most BPOs rely on, are no longer fit.p
Compare these videos.
Old Generation:
New Generation:
2] Striving for meaning or status
Many factors have led to Gen Z's consciousness. The COVID-19 pandemic. The flashy realities of social media. The impatience of getting results.
This is reflected in what we see - switching jobs, asking for more.
What is behind that is something good. Gen Z want to be in a place they are proud of. That they can share with their friends. Where they can grow and be successful.
As a team leader you should findways to show them they can grow in your company and they are working for a greater cause. That their job makes a difference.
Alorica is a global BPO company that provides customer service solutions across various industries. They have a program called "Making Lives Better with Alorica" (MLBA) that shows new hires they're part of something more significant.
3] Need for communication and connection
Gen Z workers rank "a sense of belonging" as one of their top three concerns when joining the workforce, as reported by LaSalle Network.
Because of the pandemic and the general isolation caused by social media ( researchers found that people who used social media for more than 2 hours per day were twice as likely to feel socially isolated compared with those who only used social media for under half an hour every day), their ability to navigate personal relations is sensitive.
As they are likely to be speaking directly with your clients, this is important.
You have to start by setting an example.
Strike a delicate balance between giving feedback and showing understanding and care.
Best practices to meet Gen Z's onboarding expectations
Classical onboarding principles are still in. They might always be. Here are some methods especially effective on Gen Z new hires:
1] Using digital onboarding
When we want to ramp up Gen Z quicker we have to speak their language. Digital elements are a must. New hires can engage in the way they are used to. They can test their understanding. They can go back and watch things they don't understand.
This solves another problem - forgetting. The forgetting curve suggests that most people forget 84-90% of what they learned within a month of training.
How can we combat this? Give new hires practice opportunities. Tools like Skylar allow your new starters to practice with AI clients. This helps new hires reinforce the knowledge and gain confidence.
2] Set clear targets during onboarding
Clear goals from the start help Gen Z feel more secure about progress and achievement.
Implementing an achievement based curriculum during onboarding will improve motivation.
Reaching defined milestones before being introduced to traditional target system makes them feel accomplished. Also, productivity increases - win-win.
Many companies are now certifying new employees on different skills. For example, new tools can now score roleplays and issue a certificate when a certain score is reached.
3] Providing feedback, setting up a mentor system
By receiving feedback new hires feel looked out for.
Feedback needs to strike a delicate balance. It needs to be encouraging for effort and
Setting up a buddy system helps them improve based on that feedback. They are also a friendly face to answer questions. Either way - Gen Zs will feel integrated into the team.
Generation Z is entering the workforce with new expectations. Companies need to adapt their onboarding strategies. Relevant use of technology, clear goals and connection in the workplace. That is how employers can keep this new generation of employees.
Conclusion
Onboarding is key.
Embrace Gen Z's strengths. Turn challenges into opportunities.
Reach out to us if you want us to speak further on the topic.