Long queues in banks
What is a bank? We all know what a bank is. It is a financial institute that accepts monetary deposits from public and also creates credits. To sum it up in simple words, we can deposit out money safely in banks, withdraw money from banks when we need it and also get loans from banks. Wherever money is involved, there will have to be a large number of footfall. Banks every day experience a large number of footfall. Businessmen to housewives, students to professionals, rich to poor every type, every kind of person goes to the bank. However, it is usually the businessmen who mostly frequent banks as they need liquid cash to run their business every day. Hence during peak hours banks get very crowded and the hustle bustle often becomes quite chaotic. In such a situation there can be quite a pandemonium which can even lead to an unpleasant situation.
To give a classic example, during the demonetization phase in India, banks were the most crowded places in the country. Each bank saw long queues waiting outside counters with anxious people waiting for their money to be exchanged. In such situation if there was no effective queue management it would lead to utter chaos and can also cause accidents through stampedes. Even if do not consider such rare crisis situation, in general banks see long queues during peak work hours and needs effective
How to maintain queues in banks?
Now what is the most pressing problem of having long queues in banks? Limited customer entrythat is if there is already a long queue, many customers are unable to enter the bank and even if they do enter the bank, they often find themselves eternally waiting till the bank hours are over, with their work not getting accomplished. This reflects very poorly on the customer service of the bank. A better service always ensures a better customer experience. Queue management in a bank is a part of the customer service experience in the bank.
In banking sector, queueing remains to be a pressing problem and a major source of disgust for customers. queue management in the buildings efficiency, reduce queue lengths and also increase the productivity of the staff. In the recent years, banks have paid more heed towards effective queue management to improve their customer experience.
Banks often adopt virtual queue management system that makes sure the right bank representative cater to a particular customer. This improves operational efficiency and thereby increases the productivity of the bank. The moment the customer enters the banks, he or she collects a ticket from the self-service kiosk. Once the ticket number reaches the bank representative, the customer is duly intimated and can then go avail the service, without having to stand in a queue for a long time. Often using digital platforms bank representatives can communicate to the customers while they are seated in the waiting area. Some services like depositing a check can be facilitated through the self-service kiosk without any involvement of the bank representative.
Another way in which banks are managing queues in this era of smart phones, is through SMS services. Instead of collecting tickets from the kiosk, a message with the token number is sent to the customers phone number. Regular updates is sent to that number regarding the progress of the queue. In this manner the customer can run a few errands without having to waste the wait time. This is an even better way of managing queues in a bank and enhancing customer experience.