Gen Z Onboarding in BPOs - Strategies for Success in 2024

The Gen Z Challenge in BPO Onboarding

Let’s be honest.

A new generation of workers has entered. And most of us are not prepared.

Gen Z, born between 1997 and 2012, is now entering the workforce in large numbers. They bring with them a unique set of expectations, strengths, and challenges.

For BPO companies, onboarding this new generation effectively is crucial. The success of your business depends on it.

So, what makes Gen Z different? And how can we adapt our onboarding strategies to set them up for success?

Let’s dive in.

Understanding Gen Z: Three Key Characteristics

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.

When they enter a workplace that uses outdated systems or manual processes, they’re not just frustrated—they’re confused. Why would anyone choose to work this way?

Traditional Onboarding:

New Generation:

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.

2] Their need for connection and belonging

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, Gen Z craves genuine connection in the workplace. They want to feel part of something meaningful.

This generation values authentic relationships with colleagues and managers. They want to know their work matters and that they’re making a difference.

For BPOs, this means onboarding can’t just be about processes and procedures. It needs to foster connection and community from day one.

3] Their desire for clear goals and growth opportunities

Gen Z wants to know where they’re headed. They value transparency about career paths and growth opportunities.

Unlike previous generations who might have been content to “pay their dues,” Gen Z expects clear milestones and regular feedback on their progress.

They’re ambitious and want to see how their current role fits into their long-term career goals. Without this clarity, they’re quick to look elsewhere.

Effective Onboarding Strategies for Gen Z in BPOs

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 constructive for improvement.

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.