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The Ultimate Guide to Queue Management and The Benefits It Provides

No one enjoys having to wait. Customers rely on you to fix their problems, or deliver whatever service your company provides, whether you’re in retail, healthcare, education,  or something else.

You can’t completely eliminate waiting, but you can cut down on it, and make it far more enjoyable for your clients and employees. This is possible with good queue management.

What is a queue system? How to manage it? And how will it benefit your company? If you want to learn the answers to these questions, then make sure to read till the end!

What is Queue Management?

Queue management is a collection of procedures for organizing and controlling the waiting experience of your customers.

The purpose of queue management is to reduce client wait times—not just the time they are waiting but also the time they believe they are waiting. This phenomenon is referred to as “perceived wait time,” which is far more significant than the real wait time. Eliminating the wait time completely is not always possible since providing a direct service experience requires hiring more employees, which can be incredibly costly. On the other hand, a queue management system is concerned with the customer’s waiting experience.

Customers who choose to leave may do so if they believe the wait time is too long. However, the customers who decide to stay may actually become even more irritated, which can negatively impact your customer satisfaction. This is when queue management comes to handle excessive wait times and inefficient queuing issues for your company. 

voip phone system

What is a Queue Management System?

Even if you’ve never heard of queue management systems (QMS), you’ve probably seen them in various locations. Queue management systems come in a variety of shapes and sizes, such as sign-in sheets, tickets that determine the order of service, a person or an usher who scans your movie or theater ticket, and so on. But today, we will concentrate on digital queue management systems, which are software and automated technologies that improve your customer queueing experience. 

Digital Queue Management

Some of the following characteristics that are included in digital queue management systems are:

  • Capacity control

Customer entrance and departure data are recorded to assess occupancy levels, which is used to limit capacity. Customers are warned if the service area becomes too congested and wait times rise correspondingly.

  • Incoming queue 

Customers are waiting to be handled by the employees and the communication system when making calls. When the number of calls is too much, this feature is useful in avoiding chaos and disorganization. 

  • Automated wait time alerts

Customers are given an initial wait time when they check-in, and updates are sent to them through text messages, an app, or even displays in the waiting room.

  • Virtual queuing

Customers may check-in remotely before coming to your store, company, or business center. This allows people to wait in locations other than your lobby or waiting room.

  • Appointment scheduling

 Customers may make appointments online and get email or smartphone reminders. 

voip phone

How Will a Queue Management System Benefit Your Company?

When the customer feels like they’re not waiting too long, your company will gain these benefits:

  • Satisfied customers; the better the customer experience is, the more likely they will stay loyal. Besides, it will help you establish a more positive word-of-mouth branding for your company. 
  • Happier staff; customers who are less irritated and exhausted help staff to maintain their positivity and motivation. As a result, they are more productive and less likely to fail in their operations. 
  • Better resource allocation; with an understanding of the client’s journey and the services they need, you can guarantee that you have the correct amount of employees in the right place and at the right times.
  • Avoid having too many calls accumulated; with many people calling your company’s communication service at once, it is easy to get into frustrating and chaotic situations. With queue management systems, it is easier to have more organized communication services, and instead of merely leaving clients in wait, redirect them to an available agent.

Queuing software

When it comes to a virtual waiting room, the queue system software is there to assist you in managing your company’s online traffic and help your website’s visitors have a pleasant experience. 

Queuing software helps businesses and companies manage peak traffic on their websites and apps by redirecting users to a virtual queue. They see a wait page with information on the wait time. They are forwarded to your site or app when it is their turn in line, ensuring continuous online performance.

Visitors are then returned to the website or app in a first-in-first-out sequence from the online queue. Without queuing software, traffic might overload the website or the app, causing it to malfunction.

With a call queuing system, the software manages the flow of incoming and outgoing calls. It provides precise information on expected pickup time and lets callers know how much they have to wait, which minimizes the chance of the caller disconnecting. 

What Are Some Features To Be Considered When Choosing a Queue Management System?

If you want your company’s queue system to be smooth and effective, then you should consider looking for these features when choosing one:

  • Security

Customer data should be safe and protected, and features to help with GDPR (General Data Protection Regulation) compliance should be included in the solution.

  • Data collection at all touchpoints 

Invest in a system that collects data from all customer touchpoints to gain the information you need to optimize and simplify your service performance.

  • Ability to match staff capabilities to customer demands

A more simplified process connecting clients to the appropriate personnel is essential to manage increased customer demands efficiently.

  • Provide multichannel services.

Because a wide range of demographics may want services in physical and digital settings, consider a multichannel solution that can meet their needs across many channels with no gaps.

  • The user interface is simple to adjust and customize.

Because no two businesses are alike, and neither are their consumers, the solution should also be adaptable to meet all their needs.

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What Telecom Company Provides These Features?

If you are interested in using the customer queue management system and are eager to use call queues for your business, then you have to look for the top telecommunication company that provides those services. Flagman Telecom, an experienced company in the telecommunication industry can be an ideal candidate for that.

The incoming queue feature that Flagman Telecom provides allows you to establish a virtual queue where potential customers may wait to speak with your employees. This function lets your phone system handle all of your incoming calls. It’s especially beneficial in a call center setting, where managing many calls may be essential.

This function is ideal for companies who anticipate a high volume of calls and wish to manage them without hiring more agents. A queue allows you to keep your customers on hold while available personnel handles incoming calls one at a time.

The call queue feature that our telecommunication company provides lets you:

  • Increase the number of calls your employees can handle and reduce the number of calls that go to voicemail.
  • Increase the effectiveness of incoming call campaigns to increase the number of calls answered.
  • Entertaining or playing music for the callers while they’re waiting on hold and announcing promotions.
  • Directing calls depending on time, phone number, and other factors.

The phone queue system is one of the many VoIP features that Flagman Telecom provides. Our VoIP business phone system offers flexible and adaptable services fully customizable to your company. 

Additionally, we offer a one-month free trial for our customers to get acquainted with our VoIP phone systems and decide whether or not they want to continue with the subscription. 

Besides the call queue, our telecom company and its VoIP phone system provide features such as an automatic attendant, caller-ID and name, custom greeting, call monitoring, call recording, text messaging, voicemail to email, and many more.

 We cooperate with the Yealink phone system, which possesses all the features of the best VoIP phone. It has improved audio quality and ensures flawless transmissions; you won’t have to worry about delayed, distorted, or interrupted calls. The Yealink phone can be the perfect VoIP phone for your new or well-established company. 

If this seems like what you’re looking for, contact us at (844) 800-8008 to join Flagman Telecom and use our services!

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