OVERCOMING CHILDCARE BARRIERS
The contact center industry has historically relied on women as its primary workforce , particularly those of childbearing age . However , the lack of affordable and accessible childcare is a growing challenge that hampers recruitment and retention efforts .
This issue is especially critical for work-from-home ( WFH ) agents working in distraction-free environments and on-premise workers who need childcare near their workplaces . One study highlighted that over 60 % of U . S . working mothers find childcare a significant barrier to employment ( First Five Years Fund , 2021 ).
Contact centers are beginning to address this challenge through innovative solutions . Some companies offer childcare stipends or partner with local childcare providers for discounted rates . Others are integrating on-site childcare facilities into their operations , enabling on-premise workers to remain close to their children during work hours .
For remote / WFH agents , flexibility is key . Offering split shifts or adjustable work schedules allows parents to balance work and caregiving responsibilities . Additionally , employers can provide resources such as virtual parenting support groups or access to backup childcare services to mitigate unforeseen disruptions .
By investing in childcare solutions , contact centers enhance employee satisfaction and strengthen their ability to attract and retain a critical workforce segment . Addressing childcare barriers is not merely a supportive measure ; it ' s a strategic imperative for building a sustainable and inclusive talent pipeline .
• Phased retirement programs , parttime roles , and flexible , including work-from-home ( WFH ) schedules can help meet the needs of older employees while enabling them to contribute meaningfully .
Creating an inclusive workplace culture that explicitly values age diversity and integrates older workers into training and leadership opportunities is equally essential .
Moreover , companies can enhance job design by offering ergonomic workstations and accessible technology to accommodate physical needs and simplify onboarding processes .
Organizations can mitigate labor shortages and build a more inclusive , resilient workforce by recognizing the aging population as an asset rather than a liability .
Engaging older workers is no longer optional : it is a strategic imperative for contact centers navigating an evolving labor market and striving to secure longterm success .
Slowing population growth , declining fertility rates , and a rapidly aging population place unprecedented pressure on labor supply . By 2032 , individuals aged 75 and older will be the fastest-growing demographic in the U . S ., while workers aged 55 and above will increasingly participate in the workforce out of necessity and choice ( Bureau of Labor Statistics , September 2023 ).
For industries like contact centers , where empathy , communication , and problem-solving drive success , older workers represent an untapped reservoir of talent . Particularly for organizations whose customer base spans multiple age groups .
Older individuals possess a wealth of career and life experiences that enable them to assess issues and potential opportunities from the perspectives of having " been there / done that ."
22 CONTACT CENTER PIPELINE
After all , a younger person does not know what it is like firsthand to be old . But an older person remembers what it was like to be young .
Despite pervasive myths — such as the belief that older workers are more expensive or less technologically adept — data show that these employees are highly reliable , possess broad skills , and adapt well to modern workplace demands ( Center for Retirement Research at Boston College , 2019 ).
Older workers are nearly identical to younger workers in health , education , and technology proficiency , making them an invaluable resource for closing labor and skills gaps . After all too , the older generation created or laid the groundwork for the advances in these fields .
Engaging this demographic requires companies to dispel myths and adopt targeted strategies to attract and retain older workers , such as the following :
• Educating hiring managers and recruiters about the value of older workers is critical . Particularly to challenge the misconception that they are more costly or less adaptable than younger employees .
ENGAGING INDIGENOUS PEOPLES IN THE WORKFORCE
Attracting and hiring Indigenous peoples can open untapped candidate pools while fostering greater workplace diversity .
Indigenous individuals often encounter systemic barriers to employment , including limited access to education and vocational training , higher rates of discrimination in the workplace , and underrepresentation in managerial positions .
Indigenous populations often reside in rural or remote areas , limiting their access to metropolitan hubs and contact centers . In the United States , 45 % of tribal households are in rural areas , compared to 19 % of nontribal households ( Mejia , 2024 ; U . S . Census Bureau ).
A digital divide compounds geographic separation ; limited broadband access on tribal lands hampers the feasibility of remote work , which might otherwise bridge the gap between distance and opportunity . In 2021 , 71 % of American Indian and Alaska Native households on tribal land had broadband access , compared to the national average of 90 % ( Mejia , 2024 ).