Should HR Managers Care About Virtual Queuing?

Virtual Queue Management can reduce employee stress

Despite the increasingly ubiquitous nature of business being conducted via our mobile devices, many people still prefer in-person experiences for everything from shopping to banking.

With one click, customers can buy just about anything, and paying bills has never been easier through apps and online payment portals. When they make the conscious effort to leave their home and experience physical space, their expectation of service and convenience is much higher than it was just three years ago. 

Emerging technologies like digital queuing help you create positive experiences for your employees that directly impact your customers. Buyers receive great customer service and you set up your workers to succeed.

What is Virtual Queue Management?

Anytime people have to wait in line for service, they’re in a queue, and the way in which customers move through the line is queue management. Virtual queue management, then, uses the power of technology to construct a “line” in which customers still wait for service but are able to check in remotely and have the freedom to wait anywhere.

For your employees, having customers check-in before they make their way to your location has a number of benefits:
 

• The software acts as a triage of sorts, directing customers to the right department and personnel for their needs. 
• Workers understand what individuals need before their service time so they can deliver more personalized and efficient service once the customer is in front of them.
• Customers who experience shorter and/or more pleasant waits treat your workers better and take less time to complete their transactions.
• Instead of managing in-person queues, your employees can spend more time on mission-critical tasks.

From a management perspective, virtual queue solutions monitor customer wait times and the amount of time it takes to complete a customer transaction. If there are processes or procedures for which employees need more training to improve efficiency, supervisors can provide those opportunities. Likewise, you can more easily identify workers who go above and beyond and recognize them for a job well done.   

Virtual Queue Management Can Reduce Employee Stress

Since the beginning of the coronavirus pandemic, staffing shortages have become the rule rather than the exception in almost every industry. As a result, employees can experience high degrees of stress during peak demand periods. Digital queue solutions help you better manage your staff with the remote check-in feature and a centralized dashboard with real-time data.

When someone checks into your business, the software tells your staff when that customer is due to arrive, what they need, and if they require any special considerations. Through a centralized dashboard, management can monitor how many people will visit at any given time and determine how best to position employees to meet demand. 

If a customer has special needs that require their visit to be prioritized, for example, your workers will know ahead of time. Making the necessary arrangements as a proactive step prepares employees so they’re comfortable and confident in their ability to appropriately and efficiently deliver service.

Queue solutions should never follow a “one size fits all” strategy. Digital queue management that adapts to your business gives you the flexibility and the freedom to design a system that works for the unique needs of your business—including your employees and your customers.

Employees Will Feel Empowered

Virtual queuing provides consistent opportunities for your workers to deliver great service to each and every customer they encounter.

Remote check-in and the ability to wait anywhere reduce the number of customers waiting for service. Employees can better focus on the person in front of them instead of worrying about everyone else in line. Your workers will feel productive even when they’re busy instead of feeling overwhelmed by the crush of people who need them.

When customers check in via their phone, tablet, or computer, the software leads them through a series of questions and funnels them to the most appropriate department or associate so your staff understands what individuals need. More importantly, your employees also know what’s expected of them before an individual is standing in front of them. 

You Can Reduce Employee Turnover

Virtual queue solutions influence customer behavior, which has a positive impact on employee morale. Customers who experience shorter wait times and aren’t tethered to waiting at a specific location are happier. They complete their transactions quickly and are more likely to provide a sincere “thank you” to the worker(s) who helped them as well as a good review for your business.

Digital queuing makes life easier for your customers and your employees. Buyers are happier because they can check in remotely, wait wherever they feel most comfortable, and experience shorter wait times. The software gathers certain information at the time they check in, so your workers are prepared and can offer more personalized service. They’re more focused and productive, even during periods of heavy traffic, and are more likely to feel better about their jobs. 

Team members who are less stressed because they understand their job responsibilities and can fulfill them consistently with a high level of competence and confidence—validated in part by customer “thank you”s—report greater rates of job satisfaction. Workers who are happy at work are also more productive and typically have lower rates of absenteeism and turnover. The lower the rate of employee attrition, the less your organization spends to attract and train new employees.

Katia Colwell serves as a Customer Success Manager with Qtrac. Katia began her career as a Human Resources professional in the banking industry, providing her a wealth of experience in financial compliance, personnel onboarding, people management, and business communications.  As a Customer Success Manager, Katia’s focus is on maximizing the utilization of the Qtrac platform, while ensuring customer satisfaction and retention. Connect Katia Colwell