Queue management system

Sergiy Babych
Technology
Mar 25, 2010
41

The queue management system ensures:

- high quality of service;

- increased staff efficiency;

- receiving reports and statistics...

The queue management system ensures:

- high quality of service;

- increased staff efficiency;

- receiving reports and statistics...

The main function of the queue management system is - "Not only to relieve the Client from tedious waiting," but also:

Give information to the Client and offer the necessary service on the screen monitor; style="text-align: justify;"> Prevent confusion and uncertainty between customers.;
Assign the Client VIP status and put them on the priority service list.;
If the operation is multi-stage, then carry it out in the correct sequence.;
Reduce the Client’s waiting time to minimum;
Staff comfort and discipline;
Receive statistical information about the work of each operator and the customer center as a whole, which allows you to evaluate the productivity of each operator and plan their work.;
Increase the attentiveness and confidentiality of persons (the operator works one-on-one with the Client).

How the system works:

Upon entering the service office, the client selects the name of the required service, presses the appropriate button and receives a ticket with a queue number;

Each operator has their own specific job in the system (since the operator calls the client specifically for the operation that he carries out);

Operators, using their consoles, call the next client, whose number is displayed on the central board and the operator board;

The operator, having finished working with the next client, presses the "Next" button on the call console. A "ding-dong" sounds, and the next customer's number appears on the display;

If one operator has a large number of waiting customers, the call can be transferred to another operator's terminal (or forwarded);

The queue management and customer calling system is controlled by a computer, where the entire system is configured. The control computer allows you to record all reports of statistical information about the system's operation.

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