Traditional Queuing refers to the act of people waiting on a line to be served by various companies’ customer care agents. It also means the lining up of inbound calls as they wait to be responded to by the customer care representatives of a company. Companies that have a lot of clients experience a high traffic of clients and calls. When no proper queue management system is put in place, traditional queuing could result into frustrations and time wastage. Traditional queuing can cause a company to lose clients due to long waiting time.
Virtual Queuing refers to a situation where people queue online through mobile apps and software tools. It also means the integration of inbound calls into an Automatic call distributor such that all the calls will be attended to no matter what. This is a queuing system that ensures people are served on the basis of first come first serve, a principle popularly known as ‘’First in First out’’. Clients who use this system do not have to go and wait physically at the company’s premises. They can wait until their time reaches and then go to the company to get their services. All you need to do is to join a queue using your mobile phone and wait until your time reaches.
In virtual queuing, your place cannot be replaced by anyone else; it is a guarantee that you will be served. When your time reaches, and you are no longer on the waiting list, the customer care representative normally calls you to ensure that your grievances are heard. When you wait on the queue management system, your waiting time will be estimated and displayed to you. The virtual queuing system is meant to make companies serve their clients effectively and quickly without wasting time.
There are two types of traditional queuing, the first one is the random queuing and the second one is the arranged queuing. Random queuing is where people are just crowded waiting to be served while arranged queuing is where people are arranged on the basis of first come first serve sequence. When you leave the queue, your place is replaced by someone else. You will, therefore, have to take the last space when you come back. On this method of queuing, emergency issues are handled first; therefore, the waiting time of people could be increased. Traditional queuing also makes customers wait on the phone for longer than expected since there is no systematic formality of serving clients.
The bottom line is that virtual queuing system is effective and time saving even for the most complex queue you can find today. It prevents customers’ frustrations as they will wait for a known time for them to be served. Companies are turning to virtual queue management systems to ensure that they serve their clients excellently. The only drawback of virtual queuing is that all customers must know how to use the internet which is not a complex domain to learn especially in this era.