When we receive a service or purchase a product, we use the Queue Management System in an organization or government institution. It has become a necessary tool in customer service processes in various service areas from banks to gas stations.
From a status attribute for an enterprise, a queue management system has become a necessity. Visitors in the modern market prefer organizations that pay increased attention to the level of customer service and use a visitor flow management system in their business processes.
To control service and manage the flow of visitors, it is implemented by both the largest enterprises, federal networks, and small organizations. The queue management system is used as an analytical tool for monitoring business processes. It allows not only managing the flow of visitors but also organizing an appointment service through the company's website or mobile application. The service for assessing the quality of service in queue management is becoming more and more in demand.
Many have misconceptions that they don't need it as they don’t have queues. It's a paradox, but the use of a queue management system is an advantage in which the flow of visitors increases. Everyone knows that a satisfied customer will say one thing and an unhappy one will say three. By improving the quality of service, you can make your customers loyal and attract new ones.
The Efficiency of The Queue Management System
The Queue Management system allows you to increase the speed of customer service up to 20% by distributing the services provided between the employees and operators while reducing the waiting time for customer service.
The queue management system provides the customer with the opportunity to receive service in their native language, as well, as to clearly define the reason for the request. By choosing the required service, the customer reduces the time of the service because the system itself will direct it to the very employee-operator who serves this particular service.
Advertising Capabilities of the Queuing
System
A ticket with an electronic queue number and a board displaying the called visitors can serve as additional advertising media - it is to them while waiting for a service call, that the customer's attention is riveted. It is possible to display additional advertising information about a product or service, promotion, or offer on the coupon. On the main display panel of the queue, it is possible to demonstrate not only the current state of the queue but also display advertising content - videos, slide shows, and informational "crawl line".
Monitoring shows the status of the queue in real-time, which allows you to track the time schedules for service and waiting, track the excess of the waiting time, quickly distribute the workload between operators, referring the visitor to another operator in the system or administrator, to provide the necessary service, which allows you to avoid the emergence of conflict situations.
Using the data from the queuing system, you can
determine peak hours and how the load is distributed throughout the day among
employees, how the flow of visitors changes during the week, etc. Such
statistics allow you to create forecasts of attendance and help to adjust the
work schedule of personnel - by changing the tactics of service, reallocating
service operators, and implementing programs to motivate personnel.
The Use of a Queue Management System is an
Advantage in:
Business
●
Increased profits by increasing the number of customers served
●
Effective tools for analyzing service processes
●
Improving customer loyalty and employee working conditions
● Improving the quality of service delivery
Marketing
●
Compliance with accepted customer service standards
●
Additional opportunities for bringing information content to
customers
●
Assessment of demand for provided services
How to Choose the Best Queue Management System
The queue system consists of the following components: a registration terminal means of visual display of information, audio accompaniment, and an administrative module as a control tool. The functional responsibilities of the software and hardware complex include:
●
Registration of customers in the electronic queue and issuance
of coupons.
● Implementation of navigation in a form that is convenient for
the customer's perception - where to go, on which floor the necessary
departments, where the operator's windows are located, etc.
● Making a call to a visitor in ways that involve a visual and
sound notification system for visitors.
●
Organization of the work of the personnel in such a way that the
employee can provide the customer with this or that service and/or redirect it
to another window within the time interval allocated by the system, as well as
make the appropriate notes in the statistics of the operations performed for
the day
●
Providing management with the ability to control the current
state of the electronic queue, tracking critical indicators such as exceeding
the waiting time limit, delaying the service time, etc. Implementation of
levers for distributing the queue “manually” in accordance with the situation
in the hall regarding the workload of specialists.
● Formation of statistical reports according to the specified parameters: as of the reporting date or for the period, in the context of types of services, regional structural divisions, or employees.
Electronic Queue Terminal or Ticket Dispenser
Most often, in electronic queue systems, there are floor recorders that print receipts using a thermal printer. However, there are wall, desktop, and even street info-kiosks. Since the terminal serves simultaneously as a server, you can save money and refuse to buy a separate personal computer for these purposes.
The touch screen in any diagonal has a modern look and is very convenient to use the multi-level menu - you can make the interface at your discretion or configure the list of services. The beautiful ergonomic body is vandal-resistant, is not afraid of moisture and dust, and looks stylish and presentable. The wide range of models has intensified competition and made the touch terminal market more accessible lately. So today, a queue terminal with installation will cost quite inexpensively.
As a rule, terminals are located directly at the entrance or at the reception in order to provide the most comfortable access to it - both from the side of visitors and from the side of the service personnel. But there are other, compact registration devices in the electronic queue system, which can be located directly on the administrator's desk, at the reception, or on a special podium.
The office employee advises customers on the operation of the electronic queue system helps to choose a service and print a receipt, book a coupon for future dates, informs them about the possibilities of self-pre-registration on the website page, or by calling the hotline to the call center.
The implementation of such a solution does not require significant material costs: you just need to connect the thermal printer to the administrator's personal computer and set up a simple web interface.
Electronic Queue Board
To inform visitors in the queuing system, one cannot do without a scoreboard. The main display is designed to display visual information in the waiting area, which consists of showing the number of electronic queue tickets and the corresponding number of the operator's window, broadcasting entertainment, or advertising video content.
If the list of services provided by the company is very large, for convenience in the numbering of coupons, you can use not only digital but also letter symbols. Small three to five-character displays are typically used to indicate a call to a specific professional, window, or audience. Among the wide range of information boards of the electronic queue, several types can be distinguished:
●
Segment-digital is used for small businesses, the throughput of
which does not exceed 999 visitors per day. There is a possibility of indoor
and outdoor mounting, the choice of a certain height of the line, and its colour
indication - red, blue, or green. The disadvantages of this type of display are
the primitiveness of the information displayed and the two-cable connection
method.
●
The matrix digital display is also called a point LED IP device.
Easily configured and monitored via remote access. It is used when it is
necessary to reproduce alphabetic characters and high digits work as a creeping
line. Control is carried out via Ethernet, and power is supplied using Power over
Ethernet technology.
● LCD-panel, widescreen displays, or TVs of a new generation, in which a static image does not lead to the fading of screen elements. A wide range of diagonals, and excellent technical characteristics of content display, combined with an affordable price have made this type of display one of the most demanded components in electronic queuing systems.
Integration of the Touchpoints in the Customer Journey
Customer interaction starts when they come to your premises and experience the benefits you are providing to them. Hence, the queuing system is also termed customer journey management. The solution contains the pre-arrival touchpoints, such as appointment booking. Receiving customer feedback after giving them the service is important for the improvement of the services.
Also, it is critical to hold an integrated queue management system that has every single touchpoint in the journey to provide them with a seamless customer experience. The system also provides you with an in-depth insight into the customer experience, behaviour, and service performance. It is important for driving efficiency and improvements.
Centralized Management
Those large businesses that have more branches should consider the centralized management system. It is useful for monitoring and controlling the operations of every branch. This permits you to maintain a high-performance environment for the staff and provide them with insights and hence, make everything handling easy.
From the centralized management, changes such as software updates and software installations could be executed from one location only and hence, boost the overall effectiveness. When it comes to data and analytics, the centralized queue management system streamlines the information and data from every branch. Indeed, it also simplifies the information flow as it enables the information and data to be shared in every department. Accordingly, you can have a clear picture of your business happenings.
Ease of Personalization and Configuration
Every organization or business has some definite requirements and assuredly, the customers have the same. It is not prevalent that what is appropriate for your organization is beneficial for others as well. Hence, the queue management system must be configurable to handle all business requirements. It incorporates the number of staff and the distribution, the average number of customers assisted daily, the type(s) of service you provide, and the average serving time. This is also essential that the user interface for the queuing system is aligned with the brands’ identity. Therefore, choosing a system that can be personalized easily is an assured plus.
Concluding Remarks
As of now, you must have understood how the queue management system is beneficial and what are the essential measures that help to choose the reliable one. Keep them into consideration while carrying out the process.
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