The importance of technologies in the implementation of the "Queues.No" program of Sberbank. Electronic queue at the bank Electronic queue at Sberbank instructions
I came to Sberbank today to pay the state duty - 100 rubles, and there is an innovation: an electronic queue.
Previously, you had to stand on your own two feet in line, but not now. First you come to a special terminal. The terminal has a sensitive screen. There are six green rectangles drawn on the screen. Each rectangle indicates the type of operation: cash payment, account transactions, currency, utility payments, fines, taxes, duties, etc. You press your finger on the rectangle you need, after which the terminal issues a coupon with a number. Outwardly, the coupon resembles cashier's check... You take a coupon and sit on a chair to wait for you to be called. Of course, if a free chair exists. If not, then you are standing. There were about 20 chairs today.
My coupon:
How does a visitor know that their turn has come? They have a special board hanging there under the ceiling. From time to time, a couple is displayed on it: the number of the ticket and the arrow for the number of the cash register, to which the holder of the ticket must go. All visitors sit and look at this board, voice notification also works. The called visitor is sent to the ticket office number indicated on the scoreboard.
Our kind people are not yet accustomed to innovation. Therefore, a special aunt is installed next to the terminal, which, upon seeing another visitor who has appeared at the door, proclaims: "We have an electronic queue! Go to the terminal, get a ticket." Then she asks the visitor if the visitor has any difficulties in obtaining a coupon, if any, asks what the client needs and herself clicks on the necessary green rectangle, and gives the visitor a piece of paper with a number. During her aunt's absences, her functions are taken over by random visitors from among the previously numbered visitors.
The visitor has a number of opportunities to skip his turn, for example, he may not notice that he is being called, if he is thinking, does not see well or presumptuously finds a book or newspaper to be more entertaining reading than a scoreboard. God forbid the visitor to take advantage of these opportunities. In this case, the operator will drop his line, and the unfortunate person will be forced to receive a ticket and take the line again. Operators refuse to serve visitors with expired coupons.
Did Sberbank's customers get better from the electronic queue?
Earlier:
It was almost impossible to skip a turn without leaving the office;
- in the queue it was possible to read, play games on the phone, etc .;
- if a person missed their turn (for example, went to a nearby store and did not have time to return in time), then the queue itself decided whether to put it at the beginning or at the end. Usually, if there was at least one person who remembered being late and could confirm that he had "borrowed", he was allowed to go ahead.
Now:
It is possible to skip the queue;
- in the queue, you must constantly stare at the scoreboard or listen to a voice notification;
- serving a customer who missed a turn is not allowed automated system electronic queue. The operator, if she wants, can go to meet such a client and serve him bypassing the electronic queue, but she is only inconvenienced by this.
It became better only for the operators themselves, because the queue of pensioners no longer shines in front of their windows, and no one attacks them with a battle cry: "I just have to ask !!!" Honestly, the "live queue" at Sberbank is a hassle for me, that I, perhaps, on the side of innovations.
The electronic queue is used by many organizations. I will write about it using the example of Sberbank.
Most people are clients of Sberbank. We all saw how the bank grew and developed. And also everyone felt the changes that took place with the introduction of new technologies.
I want to talk about the electronic queue.
I worked at Sberbank for 1.5 years. And I can objectively assess the need for an electronic queue, its disadvantages and advantages from the point of view of the client and the bank employee.
PERFECTLY
By itself, the electronic queue allows you to distribute customers by type of transaction. There are long-term operations, there are less time-consuming operations. Some operations are standard, easily solvable, but there are also controversial situations that need to be resolved within a few days. Accordingly, employees are divided into several categories according to their functionality. In one window there is a fast flow of clients, in the other window, more complex tasks are solved and it takes more time for one operation. It happens that one client comes with several tasks.
And so, the client comes to Sberbank, takes a queue, waits to be served. The coupon indicates the number of people in the queue before it, the estimated waiting time.
IN THE REALITY
As for the staff. The electronic queue is inherent in the motivation of the employee to work quickly, the salary of the employee himself and the salary of the entire team of his department depends on it. Long waiting time for the client turns into the red line, and this negatively affects the salary of employees. Therefore, the agents very hastily call the next client, although they have not yet finished with the previous one. Clients gather near the window, start to resent. To which employees are forced to respond that the call is supposedly happening automatically. A dispute starts between customers.
Employees can also be understood, because no one wants to get less for their work. At the same time, in a hurry, you can "twist" so much that at the end of the working day you will not find an end or an edge.
Is it possible to evaluate the work of employees for the speed, while demanding compliance and explaining to clients according to scripts, to have time to "snatch" a part of banking products to the client?
The whole problem is that you need to estimate the density of the client traffic. There are more customers in one place and fewer in another. Accordingly, if the top management treated the red line not as an indicator of sluggish workers, but as an indicator of the work intensity of the unit, they would be able to objectively assess the work of the unit. They would use the electronic queue as an indicator where it is necessary to improve the working conditions of the unit: increase the number of service personnel, check the ability to perform a number of tasks by employees (availability of certificates, knowledge of employees), equipment of the unit with special equipment, Internet bandwidth (carries out program updates during non-working time).
I would like to know the opinion of professionals, how they relate to the electronic queue.
“Are you the last one? I'll be behind you! " - This phrase is practically not found in any bank branch. This is due to the fact that visitors no longer need to stand in line and wait for the time to serve it, standing on their feet. To simplify this process, banks are introducing electronic queuing systems.
They allow you to distribute customer flows to the right specialists. In turn, the visitor can calmly communicate with the employee, without worrying that the next person is “breathing down his back” and listens to his conversation. Thus, electronic system queuing is a powerful mechanism for improving the bank's performance in terms of speed and quality of customer service. Let's take a closer look at what an electronic queue in a bank is, why it is needed, how it works, its advantages and disadvantages.
What is an Electronic Queuing (EQ)?
The EO system in a bank is a complex of special software and equipment that allows you to quickly and accurately distribute the flow of incoming people to the right specialists. Thanks to it, each bank employee can determine the workload of the branch, track the time of his service, coordinate the actions of clients and make the service procedure as fast and comfortable as possible. In turn, bank visitors can also appreciate this pleasant feature. Instead of languishing in line for someone, they can sit quietly on the couch, study brochures, make important calls, or simply surf the Internet. When their turn comes up, the number of the ticket will be displayed on the scoreboard, and it will be announced.
In addition, it is convenient for a person that with his question he will go to the right employee, because each specialist deals with separate issues. For example, if you need to apply for a loan, then in the EO menu you select the item "Obtaining a loan", if you need to go to the cashier - then select the item "Cashier", etc. And here you can no longer worry that the queue is not the right one - the system will call the client to the department he needs.
Thus, the electronic queue system has a beneficial effect on improving the quality of service and reducing the time spent by a person in the department.
Why do you need an electronic queue system?
First of all, the system is convenient for the bank itself. It allows you to control the work of each employee, in particular, how much time he spends on serving one visitor. She records:
- Ticket number
- Selected operation
- Service call time
- Service end time
- The specialist who served the client with this coupon.
In the event of a claim, both from the client's side and from the bank's side, if you have this coupon, you can easily determine where, how and when the client was served.
How does the electronic queue system at the bank work?
The center of attention of office visitors is a large electronic board placed in the most conspicuous place. It is here that the numbers of coupons and numbers of offices or tables are displayed where they need to go. When the next client is called, the system emits a melodic signal and announces the ticket number with the number of the window where you need to go.
To use the electronic queue system, you need:
- Go to the terminal,
- Select the required operation,
- Click on it (if the screen is touch-sensitive, then you need to press your finger on the inscription, and if it's simple, then on the corresponding button on the side),
- Take a ticket, which will be issued immediately after pressing the button,
- Wait until the ticket number appears on the electronic board and go to the required specialist,
- At the end of the service, the coupon remains with the bank employee, or is taken with him, or thrown away (depending on the established rules).
To call a customer, a bank employee:
- Launches a special program
- Presses the "Call Next" button (the call time is fixed),
- Carries out the operation, and if the client has no more questions, he says goodbye to him and calls the next visitor (the time of the end of service for the previous one is recorded).
In the electronic queue system, it is possible to give priority to certain customers, for example, VIPs. These customers are usually served with no expectations. If there are five people in the checkout line, then when choosing a vip-coupon, the vip-person enters the checkout next.
Advantages and disadvantages of the electronic queue system.
The benefits include:
- Quick access to the right specialist,
- The waiting time for your turn can be spent usefully, for example, solving some current affairs.
- The ability for the bank to quickly find out how many customers are waiting for their turn, what is the dynamics of service, what operations are in demand, how many people are waiting longer than the promised time, and so on.
The disadvantages include:
- If a person did not notice the call of his coupon, then he will have to knock out a new coupon and wait again.
- It is impossible to visually see how much people are still waiting for their service, so it is difficult to estimate the waiting time. If a person is in a hurry, then such ignorance begins to unnerve even more, for example, he needs to go to the cashier, and out of 20 people in department 15 go there, so the waiting time can drag on for an hour or more.
- The wrong choice of operation will lead to the fact that you will have to interrupt the ticket and again wait for your turn to the desired employee.
With the help of coupons, Sberbank learned to better manage queues in offices
Photo: Alexander Ryumin / TASS
In the future, it is possible that the interaction of a person with a bank will take place exclusively via remote access. And customers are likely to pay extra for the luxury of real communication as for additional service, predicted by representatives of the financial sector. In the meantime, although more and more transactions are being transferred to remote service channels, the flow of customers to banks does not dry out. Banks.ru studied how bank electronic queues are managed and how much time clients of the largest credit institutions spend waiting.
You weren't standing here
Banks are one of those organizations where queues are inevitable. To effectively manage customer flows, credit institutions use electronic queues. Already now there are technologies that allow you to "stand" in such a queue without being physically in the bank.
Queue management systems are constantly being improved and refined in accordance with market requirements and customer requests, says Marina Moskaleva, head of the development department at Neuroniq. “Now you can queue without being physically present at the department - for example, using the“ remote viewing of information board ”function. The printed ticket with the queue number contains a generated QR code that allows you to monitor the status of the queue using your smartphone. The client, reading this QR-code by any mobile application for its recognition, receives a link, following which it displays a page with data on the called customer numbers. These data are similar to those displayed on the information board in the department. Thus, it becomes unnecessary for the client to be present directly in the visibility of the scoreboard. If a client comes to a bank branch at the time of peak load and sees a large number of people waiting, he can take advantage of the possibility of pre-registration for the current day when choosing a service at the terminal. For example, indicate the time of the visit in an hour or two. In this case, the person can be sure that his number will not be called earlier than the specified time, ”explains Moskaleva.
Now you can queue without being physically present in the department, for example, using the function of remote viewing of information boards. The printed ticket with the queue number contains a generated QR code that allows you to monitor the status of the queue using a smartphone
In addition, banks are actively introducing biometrics technologies for customer identification. “Biometrics technologies are used to identify VIP clients at the time of their registration at the queue terminal to confirm the priority of service. For this, the terminal is additionally equipped with a face recognition camera or a fingerprint scanner. Also, similar technologies are used in the case of integration of the queue management system with the ACS ( access control and management system. - Approx. Banks.ru) to confirm the identity of the client when accessing special storages. In this case, not only identification of a person from a face photo or a fingerprint can be used, but also voice identification or scanning of the iris of the eye, ”says Marina Moskaleva.
The queue at Sberbank is not the same
Despite the growth in the number of transactions in remote service channels, the number of customers visiting the bank's offices to carry out transactions is not decreasing, Banki.ru reported in Sberbank.
“Sberbank is systematically dealing with the issue of reducing queues in its divisions. 90% of customers wait in line for transactions no more than 10 minutes. The average waiting time in the queue has dropped to 4.5 minutes. This is a good indicator considering the level of penetration cashless transactions in the country and the age structure of the bank's clients. On average, one employee serves over 100 clients - individuals a day, "Sberbank told us.
In the press service VTB 24 noted that several important factors influence the waiting time of a client at a bank branch: the structure of operations, duration of service and the number of clients per employee.
“One of the tasks of the bank, which we successfully solve in last years, - transfer of fast service operations from branches to remote channels. Accordingly, it was possible to focus on more complex targeted operations on the front line. For example, this design mortgage loan... At the same time, VTB 24 continues to reduce the average waiting time for a client in the office - now it is about 4 minutes. Currently, one VTB 24 employee serves about 20 clients a day. This indicator in a year and a half, it decreased by 20%, the total client flow to the office - by 40%. The average waiting time has decreased from 4 minutes 37 seconds to 4 minutes 13 seconds, ”the bank said.
V RNKB said that over the past year, the waiting time in the queue has been halved: from 24 minutes in June 2016 to 13 minutes in June 2017.
“The introduction of an electronic queue management system in operational offices, optimization of internal banking processes, transfer of clients to remote service channels (Internet bank, mobile app, self-service terminals). So, if the number of payments at the cash desks of RNKB branches in May 2017 amounted to about 740 thousand, then in the same month, using remote service channels, RNKB clients made 1.7 million payments. On average, a specialist in the sales and service sector of RNKB serves up to 13 clients a day, ”the bank's press service commented.
How to outwit the electronic queue
In an electronic queue, the standard life hacks of people who hardly know the word "life hack" will not work - for example, "I borrowed for this woman" or "I just ask", which have been actively used in traditional queues for a long time.
But the readers of Banki.ru assure that the electronic queue can be "overclocked" so that the service is faster. “In order to speed up the queue, you need to select the service you need and collect more coupons, then it will be displayed as a priority in the system and it will be served faster,” Ekaterina S., a reader of Banki.ru, shared her experience.
In order to speed up the queue, you need to select the service you need and collect more coupons, then it will be displayed as a priority in the system and it will be served faster
According to Marina Moskaleva, the only trick for the client is to take a ticket not for the service that is required, but for the one for which the queue goes faster (the priority is higher). “But in this case, the operator, who called him for the wrong service, redirects the client to the desired service, and the system provides for redirection to the place in the queue corresponding to the moment of registration. So the client wins nothing, ”she explained.