Queue Management System (or Electronic queue) was launched in Azerbaijan recently. And already justified itself from positive side. Private organizations, implemented QMS (Queue Management System) one of the first, of course, won, and have gone far ahead of their competitors in terms of customer service quality. As for the public sector, the agencies installed the QMS, certainly improved the population loyalty.
Smartek has wide experience in installation of such systems (for details see our blog). We offer organizations, providing public services, to use our knowledge to enhance their image and increase work efficiency by installing the most advanced queue management systems.
But let's first see what exactly electronic queue is, what it looks like and which benefits it grants to the organizations.
What’s the queue management system?
Queue Management System (or E-queue) is a software-hardware complex designed for the automatic distribution of visitor flow within the organization. In addition, the system performs several tasks: provides information to visitors, allows making appointment for certain time and date, collects data on employees work process, etc.
How are the operation principles for queue management system?
QMS is presented by floor or wall-mounted information kiosks (also known as terminals, registration point, dispensers or number device) with a touch screen that has an intuitive clear interface set at the entrance to customer service hall. Using the touch screen, the visitor can get information about the organization services, select the desired service and enroll in a queue or leave feedback on the staff work performance. On pressing a certain key, information kiosk gives a card with the designation of the selected services, window and turn number. All data on transactions is recorded and entered into the database.
After receiving the pass, which also shows the number of people in the queue and estimated waiting time, the visitor should pass into the waiting area and wait for his turn. No need to jealously watch to make sure that no one meddles into and no need to worry about missing your turn. Visitors can track their position in the queue via to information board.
The main board is a large screen displaying current queue status. Usually as main board, we use light-emitting diode display (economy-solution) or LCD-screens. In second case, you get additional options, such as on-screen broadcast of organization promotional materials.
Similar function - reflection of the queue state - but in relation to a particular window appointed for the visitor, is performed by the operator panel. For this purpose we also use LED display, monitor or LCD-screens.
Sometimes, instead of the main and operator board, we use voice notification system calling out the number of visitor and the window to apply to. Voice messaging system is also often used jointly with main board and operator panel. This is done for assurance that visitors will not miss their turn, and thus will be satisfied with the level of service.
Operator calls the visitor using special remote control. Remote controller can be both software and hardware. Thus, it can be conventional controller, which is actually a computer application. If you can not install this application on operator’s computer (due to organization's security policy, for example), use an analog hardware, for example console. Both options have the following features: call the visitor, second call, held call, call the visitor by number, visitor divert (appointment to another professional).
Customer request allows to enrich the functional of QMS, connecting the system of recording operator and customer conversations. Call recording can be very useful in disputable situations. For example, if customer complains on service level. Apart from this, the very existence of the recording system often prevents roughness by both visitors and employees of the organization.
Another important function is the option for visitors to leave electronic feedback on the services provided by the employee of the organization. This is done using evaluation remote controllers located at the operator’s desk, or, as mentioned above, through the touch panel on information kiosk. More information about the module for quality evaluation can be obtained by clicking on this link.
Marks are classified, allowing management of the organization the objective basis for work with the staff.
What does the queue management system consist of?
As we already mentioned, queue management system consists of hardware and software parts. The hardware part is:
● Dispenser (information kiosk)
● The main board
● Operator board
● Operator console
Additional equipment - Service quality assessment controller.
As for the program, it is a modular system. Modularity allows enhancing of the basic system configuration by additional options, for example, assessing the quality of service, remote queue registration via Internet or SMS. It is also possible to connect SMS-alert module, when the subscriber is notified on the approach to the queue via SMS.
Useful addition to the standard configuration is extensible schedule management module. This module allows you to specify list of working days, weekends and holidays for the year ahead, and set the schedule of the day - the beginning and end of the working day, break. In addition, based on statistics, module calculates the time range required to provide specific services that will automatically stop recording and issuing visitor passes by the end of the day.
A very important parameter of the system is a database created "on the wing." It contains all the system operations on customer service:
- data on operators – number of visitors served during the work day, the average amount of time spent per visitor, downtime, etc.
- data on service - the average waiting time, average service time, number of coupons issued for the service, the number of served visitors etc.
- data on visitors – number of people registered for the day, number of served visitors, the average time of service, etc.
Captured information can be presented as statistical reports, which can be very useful for analysis of the organization as a whole and each employee individually. Statistical reports are generated automatically by using the Report Designer and sent through a specified period of time to predetermined number of recipients.
For organizations that have branch offices, we can offer special solution to centrally manage the QMS, installed in all departments of the organization, as well as to consolidate all branch statistic data in unique center.
As in the case with Report Designer, reports can be generated automatically and sent to a specified list of recipients.
Where the queue management systems can be used?
Electronic queue is needed for any large organization - commercial or public - engaged in providing services. These, for example, are:
- post offices
- passport offices
- mobile operators
- telephone exchange
- tax and registration services
- pension fund
- medical centers
- travel companies
- notary and law companies
- embassises and consular offices
- air and railway stations
Queue Management System allows to streamline flow of customers, save time for visitors, avoid irritation caused by chaos, which generally prevails in places where queues are formed by employers, or - even worse - by the visitors. Certainly, each of us faced similar chaos - unfortunately, today it is still common. For private companies it usually means the loss of customers, and for the state organizations - aggression of the population.
In order to avoid this, Smartek offers solutions on installation on QMS. Our specialists will consult you on the system functional, select required hardwares, install the system and match it to your personal preferences.