As companies strive to exceed their customers’ expectations in terms of customer service delivery, the development and implementation of business process solutions that improve the efficiency and speed of their respective processes are becoming more crucial.
One example of a helpful business process solution is work queue management.
The goal of work queue management is to efficiently resolve the concerns or issues of customers through the help of a support ticket. Every time a customer calls a company to communicate an issue with their product or service, the agent assigns the call — usually a request for a solution — a call reference number. This seemingly simple element of work queue management helps both the employees who will assist in resolving the issue and the customer.
For example, a customer calls a cable company that some channels in his cable TV plan are missing. When this customer calls the cable company hotline, the agent will get the pertinent data about the issue, such as the customer’s identification details, location, which channels are missing, when did the issue of missing channels start and so on. The agent records all these data in a support ticket assigns a call reference number to it and informs the customer of this call reference number. The support ticket is then placed in a queue with other requests, though the way companies manage their support tickets varies differently. Many companies automatically assign the support ticket to the agent or employee who first responded, some of those whose expertise includes the issue reported, while some employ a more open, anyone-can-resolve work queue management system.
Now, suppose it has been a week since this call was made by the customer but the problem of missing channels is still present. When the customer makes a follow-up call to the cable company’s hotline number, he doesn’t have to repeat to the agent what he said to the other agent a week ago. He simply has to give the call reference number to the agent, which helps the agent retrieve the customer’s records faster.
The use of a support ticket system empowers customers by giving them greater control over their issue resolution. It also reduces their effort to reiterate their issue to another agent. A support ticket also lessens their waiting time, because the moment they give the agent the call reference number, the agent can easily track their call, pull out their file and inform them of the status of their request. All these benefits lead to better customer service, which is ultimately the goal of work queue management.
Using a work queue manager, not only benefits the customers but the very agents and employees themselves. By facilitating an easier and faster retrieval of the customer’s records, including the call history and issue/s reported, they are empowered to deliver a more superior customer service, affecting their work satisfaction positively. Work queue management also results to greater productivity due to less time wastage and lower stress levels for these agents and employees, since the support ticket’s reference number helps them quickly identify the correct record among a queue or pile of requests.