A Comprehensive Guide to Queue Management Systems

Aug. 6, 2023

What is queue management?

Queue management is the process or system of controlling customer flows and waiting times, whether they be physical or digital. It aims to improve end-user waiting experience, staff productivity, service delivery, and customer satisfaction. Queue management can measure and streamline the efficiency of business processes and improve the customer’s experience.

A queue management system is a set of tools developed to manage and analyze the flow of visitors. It is a mathematical model of congestion and waiting. It manages how customers arrive for service, wait in line, and leave the system. A queuing system can be used to study and analyze various problems and to automate and control the customer flow.

There have been many books and literally hundreds of pages describing these statistical models of queues such as Queues by D.R. Cox and Walter L. Smith, An Introduction to Queueing Theory: Modeling and Analysis in Applications by U. Narayan Bhat and Fundamentals of Queueing Theory by John F. Shortle , James M. Thompson , Donald Gross and Carl M. Harris.

Why is queue management important?

Queue management is important because it aims to improve end-user waiting experience, staff productivity, service delivery, and customer satisfaction. It can also reduce the actual or perceived waiting times. Queueing is often classified as the most unpleasant part of using your service.

Efficient queue management creates a sense of fairness and order. It eliminates the temptation to ‘book’ a spot or form multiple lines that lead to the same counter. A comprehensive queue management system facilitates a platform for customer feedback.

Effective queuing systems provide a range of benefits to businesses and staff, including minimizing wait times and reducing customer frustration. By automating the process of managing lines and streamlining customer flow, staff members can work more efficiently and effectively. In addition, the improved environment can ultimately lead to higher levels of customer satisfaction, encouraging repeat business and positive word-of-mouth recommendations. By freeing staff from the task of managing queues, they are better able to focus on meeting customer needs and delivering high-quality service.

What are the different types of queue management systems?

Here is a comprehensive list of different models used to organize queues.

1. Multiple Line Queuing: Multiple lines for each service teller and customers join the line that is shortest or most convenient for them.
2. Single Line Queueing: Just one single line where customers join on a first come first serve basis. The line can lead to a single teller or to multiple tellers where the first customer in the queue goes to an available teller when they are free.
3. Physical Ticket Queueing: Customers take a ticket and proceed to the service counter when called. The ticket usually contains a number that corresponds to the customer’s position in the queue and this is either called out loud or displayed on a screen. This system allows customers to take a seat and relax instead of standing in line.
4. On-site Virtual Queuing: Here customers scan a QR code with their mobile device and join the queue similar to the physical ticket queueing. The customers now don’t physically have to wait at the location as they can be updated about their position in the queue through their phone.
5. Virtual queueing: As in the onsite version a mobile phone is used to join the queue but instead of scanning a physical QR code at the location they can join the queue through a link on the webpage. This allows them to turn up just before their appointment and not waste time arriving early just to wait in line.
6. Multi-Staged Queuing: this system is used when there are multiple stages in the service process for example in a call center, there are often multiple levels of support. For example, a customer might first call a general support line, and then be transferred to a more specialized line if their issue cannot be resolved. Each level of support can be considered a separate queue, and the customers are moved from one queue to the next as their issue escalates.

The most common types of queuing systems are based on the principle of FIFO (First In First Out). In layman's terms this is first come first serve. Most systems are based somewhat on this principle as it resonates with customers as being fair. Non FIFO queuing can be used together with the above types of queuing systems and can either be handled by software or completely different queues. Examples of Non FIFO queuing include:

1. Priority Queuing: Airports there is a VIP line or a line for families with children or frequent fliers. Hospitals will prioritize emergencies over other treatments. These are both examples of priority queueing. Although not entirely “fair” it allows you to differentiate your customers.
2. Category Queuing: Different sales personnel might be better suited to deal with different types of customers. You can often see this at government offices where different personnel will deal with general enquiries or visas or passport issuing etc.

How do virtual queue management systems work?

Virtual queue management systems allow customers to wait for service remotely, without having to physically stand in line. Customers can join a virtual queue using a mobile app, SMS, a physical device like a buzzer, or via the internet. Once they have joined the queue, they will receive updates on their wait time and be notified when it is their turn to be served.

What are the benefits of virtual queue management systems?

Virtual queue management systems offer a number of benefits for businesses and customers. Some of the most important benefits include:

• Reducing perceived wait time: they can help to reduce perceived wait time by providing updates on their wait time. This can help make the wait time feel shorter.
• Eliminating customer anxiety: they can help to eliminate customer anxiety and improve their overall experience by allowing them to do other things while they wait, such as shopping or drinking a coffee. This can help to reduce customer stress and make the wait time feel shorter.

• Enhancing customer flow: they can help to improve customer flow by providing customers with a more predictable and efficient way to wait for service. This can reduce congestion and improve the overall customer experience.
• Increasing physical space: they allow the customers to wait outside of the office freeing up physical space for more productive uses.
• Maintaining the rules of fair queuing: they can help to maintain the rules of fair queuing by ensuring that customers are served in the order in which they arrive. If priority or category queuing is required it is somewhat hidden from the customer allowing for the perception of fair queueing. This can help to prevent customer complaints and improve customer satisfaction.
• Monitoring and improving staff performance: Businesses can use virtual queue management systems to track the number of customers attended, the average wait time, and the first contact resolution rate. This information can be used to identify areas where staff training or resources can be improved.
• Increasing operational efficiency: Data collected when joining the queue can be fed directly to other software through APIs so that it doesn’t have to be entered manually by the teller. This can free up staff time to focus on other tasks, such as providing customer service or selling products and will also decrease wait time in general as clients are dealt with faster.
• Offering a more personalized service experience: they can help businesses to offer a more personalized service experience by allowing customers to provide their contact information when they join the queue. This information can be used to provide customers with more relevant updates on their wait time and to offer them additional services, such as reminders or appointment scheduling.
• Combating spikes in customer volumes: Information on the wait time can be provided to clients when joining the queue and they can also be informed of when the quietest times are. This encourages them to come back when wait times are shorter.

What are some examples of virtual queue management systems?

• A theme park can use a virtual queue management system to manage the wait time for rides. Customers can join the queue for their favorite ride using the park’s mobile app or website. They will then be able to see their estimated wait time and receive notifications when it is their turn to board the ride. During the wait time they can either visit other attractions or spend more money eating, drinking or shopping at the park.
• A hospital can use a virtual queue management system to manage the wait time for appointments. Patients can join the queue for their appointment online or through an app. They will then be able to see their estimated wait time and receive notifications when it is their turn to see the doctor.
• A retail store can use a virtual queue management system to manage the customer service line. Customers can join the queue using the store’s mobile app or website and they will then be able to see their estimated wait time and receive notifications when it is their turn to speak to a customer service representative. While waiting they can shop for other items providing additional revenue to the store.

How do physical queue management systems work?

Physical queue management systems use a combination of hardware and software to manage customer queues in real time.

The hardware components of a physical queue management system typically include:

• Queue control barriers that usually consist of retractable ribbons or belts that allow you to change the flow of the queue easily.
• Seating to allow customers to relax while waiting on their turn.
• Queue counters: These are devices that count the number of customers in a queue.
• Displays: These are devices that display the current queue status to customers.
• Ticket dispensers: These devices dispense tickets to customers, which they can use to track their place in line.

The software components of a physical queue management system typically include:

• Software to track the number of customers in a queue, the current queue status, and the estimated wait time.
• Customer communication software: This software is used to communicate with customers about their place in line, the current queue status, and the estimated wait time.

What are the benefits of physical queue management systems?

• Simple to use: These systems are relatively easy to use, both for businesses and customers. Customers can simply take a ticket and wait their turn, and businesses can easily track the queue and update customers on their wait time.
• Familiarity: Customers have used these systems hundreds of times before. There is no need to learn how to use them.
• Connectivity: Virtual systems require a reliable internet connection. If the internet connection is interrupted or non-existent, customers may not be able to join the queue or track their wait time.
• Devices: Customers don’t need to use their own device to access the system. This means there is no one left out of using the physical queueing system.
• Security: Virtual online systems can be more vulnerable to security risks than physical ones. This is because virtual systems typically store customer data in the cloud, which can be accessed by unauthorized individuals.

Which type of queue management system is right for your business, physical or virtual?

The best type of queue management system for your business will depend on your specific needs and requirements. Here are some factors to consider when making your decision:

• Type of customer: If your customers are tech-savvy and have mobile phones, a virtual queue management system may be a good option. However, if your customers are not used to using technology, a physical queue management system may be more appropriate.
• Wait times: If your wait times are typically short, a physical queue management system may be sufficient. However, if your wait times are often long, a virtual queue management system can help to reduce customer frustration.
• Physical space: If you have limited physical space, a virtual queue management system can help to free up space. However, if you have plenty of space, a physical queue management system may be more appropriate.
• Internet availability: If you have good internet availability, a virtual queue management system can be a good option. However, if you have poor internet availability, a physical queue management system may be more appropriate.

Ultimately, the best way to choose the right type of queue management system for your business is to consider your specific needs and requirements. If you are not sure which type of system is right for you, you can consult with a queue management expert.

Here are some additional tips for choosing the right queue management system for your business:

• Consider your budget: Queue management systems can range in price from a few hundred dollars to several thousand dollars. It is important to choose a system that fits your budget.
• Think about your long-term needs: If you plan to grow your business in the future, you will need a queue management system that can accommodate your growth.
• Be flexible: The best queue management systems are flexible and can be adapted to your changing needs.

Related Posts