Queue
Management

Queue management is the organisation of queues of people within a retail or public sector department. This can be reactive, through a queue management system that can organise the existing queue, or proactive, through the queue management statistics gathering system, so that trends can be identified and anticipated.

How does Queue Management work?

Queue management works by streamlining front-end operations into centralised contact points, enabling managers to monitor and set performance thresholds.

Either people join a standing in line queue, and are directed to the next free position by the system, or visitors are issued with a ticket number and are placed in a virtual queue until they are called by the system.

The Ticket Issuing Process

The customer arrives at the establishment ready to join a queue relevant to their particular enquiry type. The customer is then issued a numbered ticket and is placed in a virtual queue. The benefits of this system is two-fold:

Businesses are recognising that Britain has an ageing population, and public service providers have to make provision for the Disability Discrimination Act. With a ticketed system, the customer is taken out of a waiting in line scenario and can wait in a more relaxed environment.

Businesses are empowered to manage their own resources according to visitor demands. Queue Management Systems can be tailored to inform customers and members of staff that customers are waiting to be served and make calls to action. Queue analysis starts to make an immediate impact.