A queue management software is used to streamline customer flow and manage the customer journey. The customer journey is very critical for customer satisfaction and the customer satisfaction is the top priority for any business in Dubai or anywhere else in the UAE. The customer satisfaction and happiness is a guarantee to success. No matter how good you are at production level, or how advance technologies you are utilizing to provide services to your customers, if their visiting experience is not good, they will eventually leave you. That is why businesses are investing a lot of resources in customer journey transformation tools and systems. The queue management software is the most effective customer journey management tool. Now when it comes to the customer happiness, the infrastructure and systems are not enough, eventually the customer will going to have an interaction with your staff, if the staffis overloaded, tired, or not adequately trained, they will fail to provide a satisfactory customer experience. So the staff productivity is also equally important in order to achieve the ultimate customer satisfaction.
The impact of a queue management software on staff productivity is huge, it can significantly improve the staff productivity. As soon as the queue management software is commissioned the businesses can witness a big improvement in the staff productivity and efficiency. Even for the long term also the queue management software can help businesses and management to keep improving the staff productivity and performance. Here is how a queue management software so impactful on staff productivity and performance:
Queue Management Software Reduce Staff Work Load
Businesses and organization who are having a good amount of daily visitors and customers are well aware of the fact that the customer flow management and queue management is a difficult task. The staff will not only have to perform their primary tasks but they are also engaged in managing the queues and customers. With the manual queue management the customer experience and customer journey is also not so good. The customers always have complaints about mismanagement, line jumpers, and long waiting lines, etc. This could completely ruin the customer experience and it makes the customer journey more difficult. When a customer reached to a counter after this entire ordeal, they are already exhausted, the staff/agents are also over-burdened and the customer interaction can easily go bad. The staff will have to struggle a lot in order to calm the customers and to make the service delivery process pleasant and comforting for them. Eventually more customers end up unhappy and unsatisfied. The staff also complaint about the unbalanced workloads to the management. They tend to make more mistakes and their overall progress and morals get lower.
Streamline the Customer Flow
However with a queue management software, the entire customer flow and queue management is controlled by the system as per the predefined company policies and the staff don’t have to engage with the customers and visitors in the waiting areas or queues, which allow them to focus on their primary tasks, their performance get raised, the customers are also clam and have a pleasant waiting experience which makes them more cooperative and understanding. This makes it easier for the staff to deliver excellent quality service and make the customer happy. As the customers are managed by an automated system, there is no human interference so customers don’t have much complaints either. The customer flow is smooth, the customer journey gets shorter and the waiting experience gets better. On top of that as the staffis highly focused on customer service so their performance gets better, they can serve more customers in a single shift than before. Which also reduce the wait time and shorten the customer journey and makes customer happy and satisfied. The queue management software can significantly reduce the staff workload and improve their productivity and overall efficiency.
Automatically Manages the Customer Journey and Customer Routes
The queue management software is a very capable tool. It has capabilities to automatically control and manage the entire customer flow and customer routes. Usually in Dubai and all around the UAE businesses and organizations have multiple services. And in most of the cases certain counters are assigned for certain services only. Sometimes businesses and organizations also have different categories of the customers, such as VIP Customer, Premium Customers, Customers with special needs, etc. for all such categories usually a different customer rout is established. Each category is set to provide a different level of customer service. As the queue management software also includes a customer/visitor interface which is usually provided through a self-service kiosk. So, the system can segregate different categories of the customers at the time of their sign-up. In fact some businesses and organizations also use methods to identify the customers during the sign-up which can be done either by inputting the customer name, number, email or any other unique identification number, this also enables the system to direct the customers through different customer journey routes to makes their experience satisfactory. This also balance the workload of the staff and reduce their efforts, which further enhances their productivity and overall performance.
Queue Management Software can Improve Service Delivery Process
Here in Dubai and all around the UAE the customers are well-informed, modern, up-to-date and have huge expectation from their favorite brand. Above all the UAE is a very rapidly growing market, there are tons of local and international businesses and organizations operating in the country and more are joining in continuously. That is why the market is highly competitive, the customers have a lot of options and don’t give a second thought before switching their service provider. The businesses and organizations will have to maintain a certain level of quality to retain their customers. There are a lot of factors that affect the customer experience and customer journey, the service delivery process is one of the most important factor. If the service delivery process is lengthy, in-efficient or difficult the customers will be unhappy, the staff will have to put extra efforts to maximize the customer experience, which results in less customers in a single shift.
With a queue management software the most of the customer journey steps can be automated which reduce the staff workload, moreover the queue management software also improves the service delivery process. The queue management software includes an agent dashboard which is very helpful, it can provide relevant information, perform tasks, and automate various service delivery steps which not only make the process quicker but it also reduce staff efforts and increase the staff productivity.
Integration with other Systems
A queue management software can be integrated with other enterprise solutions and systems to further improve the service delivery process and it also assists the agents in service delivery process as well. The agent dashboard could act as a bridge between various databases and central information center. It can make all the relevant information instantly available for the agents. The modern queue management software also offer a certain level of customization, which allow the businesses and organizations to link their multiple systems in the agent dashboard. This is very important and it completely eliminates the need of switching between several interfaces and pushing information from one system to the other. Everything can be programmed and automate. This can have a huge impact on the service delivery, it makes it quicker, prevent most commonly occurring errors, reduce the staff efforts and automate various service delivery steps. Which significantly improves staff productivity.
Very Helpful for Stepped-Service Delivery
The integration with third party tools and enterprise solutions enables the businesses to automate various service delivery steps and improve the staff productivity but when it comes to the stepped-services, where a customer is required to visit multiple counters for a single service delivery the very basic problem that customers and businesses face is the repetition of work at each counter, no matter how little but the repetition remains. Which consumer more time, raise the customer difficulty level and affect the entire customer journey and experience. However, with the queue management software these things can be avoided, the very moment a customer reached to the next counter, their information are already made available for the agents automatically. The agent dashboard and third part system integration plays an important role in such improvements. It shorten the customer journey, reduce the staff efforts and improve staff productivity.
Queue Management Software Measures and Monitors Staff KPIs
A queue management software is capable of measuring and monitoring various progress and performance indicators, the staff KPIs (key performance indicators) are one of those. The KPIs are very crucial for assessment and evaluation of the staff, the management can also utilize them and the HR can also utilize them. The staff KPIs are very precise and accurate and can provide deeper insight into staff performance, their strengths and weaknesses and the business can utilize this data to optimize the performance of the staff as well. Here are some most common staff KPIs measured by the queue management software:
1. Number of Daily Customers Served by an Staff
This KPI is very important it keep record of the daily performance of the staff. Businesses can quickly highlight if an staff performance is increasing or decreasing.
2. Average Staff Active Time
The average staff active time KPI measures the total time an employee spend working in a single shift. This KPI is completely configurable to make sure the data collected is accurate and precise.
3. Average Service Delivery Time
The average service delivery time is the time an agent takes to deliver a service, this KPI measures the time for all service deliveries and also keep record for separate services.
4. Average Pre and Post Service Work Time
The pre-service and post-service work is also essential, the agent must have to be prepared for the next customer and they must have to do some stuff after the service delivery is done. Usually these tasks are defined, so only a certain amount of time is required, if an agent is taking more than that that means their performance is not so good.
These are only a few KPIs there are so many other KPIs too, which can be configured in a queue management software. These KPIs provide the businesses with a deeper understanding of the staff performance and progress. For example let say an agent is serving 30 customers if he is appointed on counter 8 which is offering service A, B and C, when the same agent is appointed to counter number 6 which is offering service B, D and G the agent only serves 20 customers. Now sometimes the services are different and some services delivery take more time than the others, but these all information are already available with the business, if these variables are taken into account the business can precisely measure the performance and progress of the staff and arrange training sessions for them or reassign them to a different task or appoint them to the services only which they are good at and so on. The staff performance and progress is also important for the HR department, they can also utilize the queue management software KPIs for their HR purposes. If the performance and progress is accurately measured and the staffis informed and advised on how to improve their performance their overall productivity get raised day by day.
Queue Management Software can Collect Customer Feedback
Queue management software are a very effective tool to collect customer feedbacks. The customer feedback is very vital for a business. A few years ago businesses in Dubai and all around the UAE often overlooked the customer feedback and businesses and organization who were collecting customer feedback they were also not paying much attention to it. However, things have changed, now a days the customer feedback is critically important as the entire business progress depends on the customer satisfaction and happiness. The customer feedback that can be collected is usually of the following types:
- Customer Happiness Meter/Scale
- CSAT Survey (Customer Satisfaction Score)
- CES Survey (Customer Effort Score)
- NPS Survey (Net Promoter Score)
- Generic Customer Feedback Survey
- Customer Experience &Staff Behavioral Feedback
The business can collect valuable business intelligence data from these feedback. The customer feedback data can provide a deeper understanding of the staff/agent’s behavior and the overall customer journey. Businesses can even evaluate the quality of their products and services too via customer feedback. Another advantage of the customer feedback is that when a business ask its customers about their opinion and suggestion they feel more connected with the brand and think that the business cares about them. It improve customer’s relationship with businesses. The businesses can prepare various questions and ask the customer about the behavior of the staff/agents, later that same feedback data can be used to improve the staff performance and productivity.
Conclusion
The queue management software is a great tool to streamline the customer flow and manage the customer journey. The queue system is also very helpful in improving staff productivity. As the queue system can easily automate various customer journey steps and it is also capable of improving the service delivery process, the staff performance raised automatically. Usually the staff is busy in managing the customers and visitors in the and handling their queues manually, which not only put extra burden on the staff but it also ruin the customer experience and customer journey, the customer also got so many complaints and unexpected delays due to manual management. However, with a queue management software the entire customer journey can be managed automatically as per the pre-configured settings and company policy. It also automates the customer routing and improve customer flow. Which reduce a huge chunk of extra workload from the staff. The staff/agents can easily focus more on their primary tasks, the entire customer flow is controlled and well-managed through the queue management software. This significantly improve the staff productivity.
Moreover in long term the businesses and organizations can also get valuable business intelligence, including staff performance and KPIs, customer feedback and statistical and analytical data from each and every touch-point of the customer journey. Which help the businesses in making new policies, improving their strategies and taking steps to further improve staff performance and productivity. RSI Concepts is a leading queue management software provider in Dubai, UAE. If you want to improve the staff productivity and customer journey by implementing a state-of-the-art queue management software or a customized solution, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
Check out this blog: The Ultimate Guide to Queue Management