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Submitted by

Bob Morrell on 23.04.2024

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B2B Sales, Customer Service, Leadership and Management, Omni-Channel, Selling, Telesales/Call Centre
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Ageism Bias in Contact Centres

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Speech bubble surrounded by customer service headphones

In the realm of customer service, biases get in the way of exceptional service delivery. We are all guilty of preconceived notions about wealth, age, and status that can mislead us and make us vulnerable. The customer, initially perceived as a frugal pensioner, actually boasts a hidden affluence. How easy it is to cloud professional judgment with personal biases, a scenario far too common in customer interactions.

There is a stereotype that all retirees in developed countries, such as the United Kingdom and the United States, struggle financially. With the knowledge that many retirees are among the wealthiest demographics, we must re-evaluate our biases and recognise the diversity within age groups. There must be a delicate balance between empathy and scepticism without letting prejudices interfere.

The notion that older individuals might not value or afford certain services is clearly absurd. We must push for and manage a more equitable approach to customer service that does not patronise based on age. 

Reality Training are your go-to experts for effective sales models, upskilling agents, advisors, Team Leaders, and Sales Managers in contact centres everywhere. We transform and enable service teams with a unique and positive approach – find out what we can do for you at www.realitytraining.com.

As we continue to navigate the nuances of customer service, it is imperative to remain vigilant about our biases. We must dismantle the shortcuts that lead to ageist practices and to approach each customer interaction with an open mind, free from the constraints of bias.

It is essential for call centres to drive the message that everyone, regardless of age, deserves to be treated with fairness and respect in all service encounters. By acknowledging and addressing our biases, we can pave the way for a more just and equitable customer service landscape.

Check out our Contact Centre Focus podcast episode, Ageism Bias in Contact Centres.Click HERE to listen.