There is no line with a virtual queue. No. Line. That alone should make people jump up and down with joy. There is no worrying that you picked the wrong queue. No chance of getting stuck behind the slow customer, the annoying customer, the customer with too much stuff or too many questions.
But beyond the obvious, there are plenty of other legitimate reasons to love virtual queuing. Here are several:
1. Increases service efficiency
With queues, some agents can have lengthy lines which keep them busy, while other agents have brief transactions that leave their station free and clear. Without a physical queue, service agent downtime is kept to a minimum. Customers are free to wait anywhere within the facility and agents are able to hail customers with a simple click of a button. The agent-customer engagement is constant, which also gets agents in the habit of working efficiently and keeping the “line” moving.
The greatest measure of service efficiency, however, comes from the ability to match a server to a customer. Connecting a qualified server to the right customer means whatever engagement or transaction follows will happen with maximum efficiency. If a customer registers for a particular service, they will be served by the agent who is best qualified to handle that issue.Continue Reading