How to adapt a call center to Generation Z? Expert points out ways to win them

Marked by hyperconnection and high standards of demand, Generation Z has grown with technology integrated into their daily lives, which has shaped more stringent expectations regarding brands. For them, service should be immediate, efficient and frictionless, following the fast pace with which they communicate and make decisions. Patience with queues and waits practically does not exist: if the answer does not arrive in a few minutes, the alternative is to seek another option.

A study by InstitutoZ in partnership with MMA Latam, published by Medium & Message, shows that 60% of companies still find it difficult to dialogue with this audience, including on social networks.

According to Marcio Verderio Tahan, CEO of VTCall, a company specialized in corporate service with artificial intelligence and automation, ignoring these expectations means losing relevance.“This group values agility and expects brands to be present in multiple channels, ready to offer immediate solutions.Born between 1997 and 2010, they should account for most purchases in the coming years, as well as influence the behavior of other GENERATIONS”, says Marcio.

How to serve them intelligently?

Digital behaviors have already transformed the way of consuming, requiring new strategies for customer experience management.What once seemed impossible, joining technology to a humanized service, today is reality thanks to the advancement of tools.Software are able to interact, answer questions and even anticipate needs, creating more practical and consistent experiences. Today, Generation Z is also witnessing this new era that only improves.

“The most common mistake is to believe that technology makes service impersonal. When well applied, it does just the opposite: it brings the journey closer and makes it more fluid for those on the other side”, explains Marcio. Today, omnichannel platforms and automation features allow you to act 24 hours a day quickly and efficiently, connecting channels such as WhatsApp, Telegram and social networks. Thus, the experience remains continuous and integrated, ensuring efficiency and proximity at the same time, something essential for these consumers who value exclusivity and hate to wait.

For Marcio, the secret is in the balance “These digital natives want each interaction to be efficient and, at the same time, human. Their time needs to be respected in each” contact, he reinforces.

In addition, young consumers value practicality and objectivity, and expect their time to be respected and that these solutions anticipate their needs.Each interaction should be thought of as an opportunity for engagement, strengthening trust and positive brand perception.