Every day we are faced with a queue of some sort. It feels inescapable and often leads to a lot of negative emotions - frustration, anger, irritation. It’s a wonder organisations all over the world haven’t adopted queue management systems to eliminate the queuing experience, or at least minimise it’s negative impact on the customer experience.
So What Is Queue Management System?
Essentially, it is a technological solution that is designed to manage and analyse the customer interactions in a service-centre. The system aims to ease congestion by managing and analyzing the customer flow throughout the day. It is an ever-vigilant way to ensure that operations are streamlined while improving the quality of the experience.
- The population of customers
This is the total volume of customer flow and can paint a holistic picture of exactly how many customers are coming in.
- Method of arrival
This is the many ways in which customers arrive at your organisation and can provide valuable insights in terms of distribution and volume overall.
- Service mechanism
This refers to the operational attributes of your queues, such as averages for how long it takes for customers to be serviced, how many people are working to service these customers, and other information.
- Queue characteristics
This is the examination of the queue itself to understand the customer experience from each end - how are these customers being addressed and serviced? Is there a system in place? Or is it more adhoc prioritasion? And how do customers behave throughout? This is a key feature in order to alleviate customer frustration while ensuring queues move at an orderly pace.
These are the fundamental aspects of a queue and are often incredibly difficult to manually monitor and analyze - let alone improve the process. However, an effective queue management system gives both organizations and their customers' peace of mind, a pleasant and smooth experience that is free of surprises.
Rather than create a hectic experience where customers are asked to wait without knowing the timeframe of the wait, queue management ensures that the waiting process is orderly. Though it might seem like a compromise to have a manual queue management system in place, it is a short-term fix. Having technology in place to manage queues allows for a consistently smooth experience without inefficiencies. It allows service-based organisations to meet customer expectations and enhance the customer experience - every time.
One of the best ways to describe it is that it is "designed to optimize the customer experience." This is a system that is designed to help manage a complex queuing structure and ensure that both operationally and on the customer-end, everyone receives the service and attention they need.
What attributes does a good queue management system have?
While there are many different aspects of a queue management system, there are some features that are fundamental for successful queue management. At the end of the day, this is an innovative field of technology, so the solutions must be able to handle innovation and speed to provide a technologically sound queue management system that meets these demands.
A queue management system must be versatile in its approach and must offer the experience across a multitude of channels and avenues. Multi-platform solutions should include simple as well as detailed solutions for queues and their prioritisation across devices.
There must also be capabilities for appointment-based queue management as well as the versatility to take on bespoke logic that organisations might need for management.
Having features that allow for a human touch, such as concierge can also provide a welcome balance between technology and humanised customer service.
From a simple ticketing solution to prioritised queuing, appointment-based line management systems, as well as any other complex routing logic that your organisation may need. The right solution must allow for multi-platform support whether it is web or mobile, as it reduces congestion while providing convenience.
The right solution can be both versatile and flexible. Not only will it allow for complex and simple queue management as you need, but it also offers flexibility in the way these services are offered. For customers, this solution must provide a streamlined method to the entire service process. These solutions must be flexible in the way the system is deployed, as well as how users choose to access it.
From an operational standpoint, the system musts be flexible in order to meet the challenges of staff management and how that affects queueing. Queue management solutions for staff optimisation based on demand and operational goals gives organisations flexibility on staff management while ensuring that customers are not affected.
One of the most important attributes of a queue management system should be the data you receive from it. A large benefit of having a system like this in place is that the constant inward and outward flow of data will provide a lot of valuable insight. This data will be instrumental in shaping future processes as well as improving service level.
For example, systems that offer real-time customer feedback solutions, as well as other data-driven benchmarks are an instrumental tool for the long-term success of your business. These systems will help you understand your queues, the frustrations and common pain points customers have, as well as the frequency of these events. This can be an incredibly valuable asset as you continue to manage queues and optimise the customer journey.
Ultimately, queue management systems are designed to ease congestion, manage the flow of people effectively while helping operations run smoothly. An effective system will provide the data and tools to accomplish this, without hindering long-term growth and success. Queue management systems are critical component of overall customer service strategy, since it provides a window into a process that is not easily accessible data-wise, but provides rich and actionable insights that can really help an organisation grow.
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