Common Types of Queue Management Systems

Common Types of Queue Management Systems

Most customers don’t like standing in queues. These lines are often associated with annoyance and wasted time and may impact your business and the relationship with your customers.

The idea behind queue management is to streamline and control customer flow. There are a few basic types of management systems worth investigating. It is also worth looking at some of the possible pitfalls of each option.

Ticket Based System

A ticket based system is commonly seen at the post office or the DMV. The idea is the visitor takes a ticket number and sits in the waiting area. A screen corresponding with the server indicates the visitor’s number when it is his turn to get served.

One possible pitfall of this technology is it can feel a little impersonal. Some customers might prefer the personal touch of having their name called. There is also a risk that the ticket stand could run out of paper or the visitor could lose his ticket.

Digital Management

A digital management queuing system puts the power in the visitors’ hands. The visitor registers himself by entering certain pre-determined data. This is a customizable tool and can be used to capture a wide range of data. This is processed and the visitor placed in the queue.

A common complaint of digital system is the upfront cost. These systems offer long-term and lasting value so it is expected that the cost of purchase, installation and implementation may be higher than many businesses are willing to pay.

Queue Management Systems

Sign in Sheet

This is common in hospitals where the visitor fills in a form before giving it to a manager or clerk. The visitor is then attended to when it’s his turn.

Sign-in sheets can be cumbersome for many visitors to deal with. Manually transferring data from the sheet to a digital database also takes up valuable time. Handwriting may also be illegible and privacy can also be an issue.

Human Management

Human management systems are often used in combination with any of the aforementioned systems. The idea is to have a server assigned to each customer to help hem through each step of the process or service.

This system is desirable because of its human touch but is often unsustainable. There are an infinite number of customers but there cannot be infinite servers as well.

Choosing a queue management largely depends on the result you want to see. You might be looking for an inexpensive tool, one that manages your customer flow most efficiently or want more features in addition to managing queues. Whatever you choose, remember that crowd control is the first interaction customers have with your business.


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