Long queues in banks
What is a bank? We all know what a bank is. It is a financial institution that accepts monetary deposits from the public and also creates credits. To sum it up in simple words, we can deposit our money safely in banks, withdraw money from banks when we need it and also get loans from banks. Wherever money is involved, there will have to be large traffic.
Businessmen to housewives, students to professionals, rich to poor every type, everyone goes to the bank once in a while. Notably, it is usually businessmen who mostly frequent banks as they need liquid cash to run their business every day. Hence during peak hours, banks get very crowded and the place becomes quite chaotic. In such a situation it can be quite noisy and messy, and can even lead to unpleasant situations.
One company that is at the forefront of this technology is ATT Systems, and they are renowned in the industry for their bank queue management system used in waiting rooms of many institutions. Their software is also compatible with third party software, and this flexibility allows for a wide range of integration.
How are queues maintained in banks?
One of the most common ways to prevent long queues at banks has been to limit customer entry. However, this comes with its own set of problems.
If there is already a long queue, many customers are unable to enter the bank and even if they do enter the bank, they often find themselves eternally waiting till the bank hours are over, with their work not getting accomplished. This reflects very poorly on the customer service of the bank. Hence, better queue management would contribute to better customer service experience with the bank.
In the banking sector, queueing remains to be a pressing problem and a major source of disgust for customers. queue management in the building’s efficiency, reduce queue lengths and also increase the productivity of the staff. In the recent years, banks have paid more heed towards effective queue management to improve their customer experience.
Banks often adopt virtual queue management system that makes sure the right bank representative cater to a particular customer. This improves operational efficiency and thereby increases the productivity of the bank. The moment the customer enters the banks, he or she collects a ticket from the self-service kiosk. Once the ticket number reaches the bank representative, the customer is duly intimated and can then go avail the service, without having to stand in a queue for a long time. Often using digital platforms bank representatives can communicate to the customers while they are seated in the waiting area. Some services like depositing a check can be facilitated through the self-service kiosk without any involvement of the bank representative.
Using modern technologies
Instead of relying on manpower allocation and simple solutions, banks can turn to modern technology to upgrade their queue management abilities. Here, we will introduce the queue management software.
What is a queue management software?
A queue management software helps streamline queueing procedures by using an electronic tracker on a mobile app. With this mobile app, one just simply registers and can attend to other matters while the queue system runs down the queue for those ahead of him. And when it is about time for his turn, a reminder can be set to notify the user.
This will help to reduce impatient waiting and exasperated customers.
Such as system is good for bank managers too. According to Wikipedia,
“Managers have access to a tracking screen with warnings (visual, sound, text messages or e-mails) which enable overall monitoring and control of the reception system. The system positions backups automatically, to ensure that the target waiting levels per service are respected, as a function of the allocation of salespersons/staff to the services and the forecasts and actual arrivals of customers/visitors.
In the centralized deployment of enterprise-grade queue management solution, the management console allows configuring all the parameter to run the token dispenser, a keypad for service desk, displays, announcement and the user management.” Read more here.
Once a system has been adopted, there will be extra manpower needs to pick up and learn how to operate the new system. Customers will also need to be familiar with how to use it. Online announcements can be done to educate customers, and manpower can be temporarily deployed to guide customers to use the new system.
Next, there has also been research done to investigate the best queueing processes, using mathematical models and equations. This has been applied to a recent case in the USA, where intelligent design, with modern software was used to reduce waiting times at the emergency room at a hospital.
Kira Schlechter writes:
“The Penn State Hershey Emergency Department sees over 50,000 visits each year in a 24,000-square-foot area designed for less than 30,000 visits. To expand the ER by 20,000 square feet would have cost about $20 million.”
But by making the delivery of care more efficient, they only had to expand the facility by 7,000 square feet at a cost of less than $5 million. The process started three years ago and the money was allocated back then.” Read more here.
In conclusion, banks and other institutions with time-critical processes need to consider better queueing processes, for instance adopting modern technologies to improve their customers’ experience at their premises. If that can be achieved, it will translate to not just retaining more customers, but also time and money savings for their own institutions.
Manual crowd control should be a practice of the past, and institutions need to use reliable technology to make their operations more efficient. A queue management software would be a good place to start.