Reception management is important when it comes to queue management as well as efficient functioning of banks. Reception acts as the front of the bank so naturally it tends to have the longest queue, it is important to manage this queue to improve the overall experience of the customers. Integrating queue management systems into the bank considering the specific needs is the important part.
A queue management basically helps in decreasing the perceived waiting time to improve customer experience which in turn affects the experience. The experience is important because it influences the customer’s decision to retain the services in the future or even regularly.
The queue management system works in stages to improve the reception experience of the bank.
Information upon arrival
The importance of the reception is to provide important time saving information to the clients on the available agents and service as well as routing them to their required counter. Availing this information through the internet or over messages can greatly save time as well as overcrowding. Provision of a number or token upon arrival can also give the customer an idea of the waiting time.
Ease of processing
Taking the customers’ place in the queue for better time management is a great service rendered upon which the customer has the freedom to use that time to his wishes. Online registration over the internet through smartphones or PC can save a lot of time also ease processing counters from burning out.
Adjusting waiting time
Adjusting the waiting time based on the importance of the service can improve the customer experience. Making the waiting time interactive and entertaining can cut short the perceived waiting time, since bored customers tend to abandon the queue or wait, causing potential loss of both profits and retentions.
The token system can be very helpful which negates the need for standing in a queue. A signage showing the token number upon the time of meeting the agent can inform the customers who are waiting in the lobby. Sitting in the lobby relaxed is better than standing in the queue bored. Even using an announcement system can be helpful when the token number comes up.
Since almost all the customers have to go through the reception it puts the reception in a strong position to collect accurate data on customer number and waiting time. This allows the data to be used to devise better implementation of bank queue management systems.