What is a virtual queue?

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If your business or organisation involves a large volume of customer flow and offers multiple services, then you will benefit from the use of virtual queuing.

A virtual queue, also known as electronic queue management or ticketing queue systems, are used in environments where queues are formed in unpredictable and varying locations and directions. This is often the case in government departments, health care, telecom and many other services.

There are different types of virtual queues:

1. Ticketed

In a ticketed virtual queue you enter an organisation and take a ticket with a number on it. Then your number is placed in a virtual queue which will then appear up on screens when a desk has become available for you. With this system, you should be able to give the option of what type of service you are after that day, that way streamlining your request and shortening the wait time. Another benefit is that you can then go and sit somewhere comfortable while you wait for your number to be called.

2. Data entry

This type of queue requires the visitor to do a bit of work up front in the form of taking care of registration themselves, saving time further down the line. These can be customised according to what services you provide. The benefit here is a more personalised service and reduced wait times.

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3. Telephone call back

Many call centres will use a virtual queuing system to manage a high influx of callers whereby giving people the option to hang up and let the system maintain their position in the queue.

4. Online check in

Customers could also make appointments online or check in using apps on their mobile phones. Sophisticated technology means customers can wait anywhere vastly improving their experience of the service.

The benefits of using virtual queues are obvious:

  • They create a feeling of order in an otherwise potentially chaotic environment.

  • Waiting in a digital queue, instead of a physical one, means that customers have the freedom to shop, sit down, read a magazine or check their phones until they are summoned to approach a desk.

  • It can take the stress out of waiting in a line.

With virtual queues customers are educated and empowered with choices for managing their time. Customers have a better experience and your organisation will benefit from reduced walk-outs, increased labour efficiency and reduced costs.

For all you need to know about Queue Management, click here.


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