Hiring standards and policies differ per location when age is put into the picture. In the US, this is a case of age discrimination. For other countries, a company has the prerogative to choose the candidate’s age for the position. Normally this isn’t stated in black and white in a job description.
One thing that is common in a center is to analyze performance gaps, stack rank agents and one variable being included is the age group. By accident, a study showed that hiring the younger generation in an account that offers their product or service to the same market has more success in meeting their metrics than those of the older age group.
Another study showed that CSAT scores are far better for those in the 30 above age range than those in the younger bracket. It seems those in the older generation are more patient; and the problem solving and decision making skills are better.
Will this change how our agents are hired? Probably not. It's too risky, not only for legal reasons but there isn't a lot of proof that age does matter. It is something to ponder on and perhaps a brave manager would do a pilot run and check if it is statistically worth the risk.
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Yes the Age Difference really matter when hiring the agent. To get the project done in dyanamic way we surely need the young age agent till the age group of 30 and for making the decision on the various matters of the project we need very learned and higly educated agents with the age group of 40 and above. This age group agents always having a good experience and the deep understanding to make the project run successfully. And for the work which need to be done on set target we need dynamic agent with the age group of 30. So both are important as both are playing an importnat role in the oraganisation to run it for better results.
Vaibhav
India’s one and only end to end CISCO based IP network.
Posted by: Vaibhav | May 18, 2008 11:55 PM | Permalink to Comment