The Queue Management is a productivity tool. The fact that it provides statistics on waiting times and the number of Customers attended allows for the optimisation of the amount of manpower needed in customer service, which includes balancing the human resources between the front and back office over time.
Queue Management also allows for the establishment of average productivity curves, thus contributing towards the establishment of a shift work policy. A decrease in productivity over time may be a recommendation for a periodic change of activity.
Queue Management allows for benchmarking of customer service configuration. These analyses allow for optimisation of these configurations, adding or removing the services carried out at one service desk. It is possible that, in the long run, attending two categories of services instead of just one, at one service desk, could result in an increase or decrease in productivity.
Queue Management enables to determine the productivity per employee. Therefore, the most suitable Human Resources may be allocated the tasks most suited to them and training needs may be identified. Ranking can also be used for determining the most productive Employees.
Queue Management allows for the establishment of productivity objectives. These may correspond to the average of the Shop/Branch or to the average of the network of Shops/Branches or to target productivity. Where this falls below the selected goal, warnings will be issued to Shop/Branch Managers.