Queuing System Q&A

 

Ans: Queuing System is a computer system that improve customer experience and manage flow of customers. After arriving the customer service center, customers get tickets in according to their needs, and rest in the waiting area. Service Counters automatically call tickets to the counters in according to tickets’ sequence. The system record the customer arrival time, ticket called time, service time, and … etc.
Ans: The purpose of a queuing system is to improve service level and enhance customer experience. Management can obtain reports from the system, and use those data to arrange resources for the moment and future.
Ans: The faster way to process a queue is having all customers stand in front of the counter. The purpose of a queuing system is to improve customer service via a better service. Therefore, reporting and real-time alert are very important in a queuing system.
Ans: Customer service counter are usually very busy. Therefore, the operation of a queuing system must be very easy. Customer service represetative must be able to learn the whole operation within 15 minutes.
Ans: Usually, service type are major service and usually will be more than 4 service type.
Ans: The Service Center Supervisor can use reports generated by the queueing system to distribute resource and rearrange service counter.