B
I hope this is the right sub-forum to post my question, if not, sorry, I was not sure...
There are three types of customers
1. Current customers - They buyed our product (e.g. house & lot)
2. Brokers/agents - They processed transactions on behlf of the customer.
3. Potential customers - Haven't buyed our product but could in the future. They visited office without agent's assistance.
Transaction types
a. Payment
b. Inquiry
c. Request
d. Complaint
(and many other transaction types)
Type 1, type 2, and type 3 customers are being serviced by 1 or 2 Customer Service Representative(s) on first-come-first-serve basis. The transaction type could be a, b, c, d or multiple (combination of a and b, etc)
Payment transaction = takes 10 minutes.
Inquiry, request, and complaint = service time could take 30 minutes or 1 hour depending on magnitude of the concern.
To illustrate, say:
20 customers in queue, my number is 10, the transaction of 1 to 9 customers are multiple (will take 30 minutes to 1 hour per customer) and my transaction is only a simple inquiry or bill payment (will take 10 minutes only).
Possibilities:
Some skips the queue and leaves the company.
Some will always queue no matter what.
I am having difficulty improving the service (customer experience). They tried about doing it by queuing people up for payment transaction (one server only) and queuing people up for other transactions (one server only) but it did not really work out.
Any suggestions?
There are three types of customers
1. Current customers - They buyed our product (e.g. house & lot)
2. Brokers/agents - They processed transactions on behlf of the customer.
3. Potential customers - Haven't buyed our product but could in the future. They visited office without agent's assistance.
Transaction types
a. Payment
b. Inquiry
c. Request
d. Complaint
(and many other transaction types)
Type 1, type 2, and type 3 customers are being serviced by 1 or 2 Customer Service Representative(s) on first-come-first-serve basis. The transaction type could be a, b, c, d or multiple (combination of a and b, etc)
Payment transaction = takes 10 minutes.
Inquiry, request, and complaint = service time could take 30 minutes or 1 hour depending on magnitude of the concern.
To illustrate, say:
20 customers in queue, my number is 10, the transaction of 1 to 9 customers are multiple (will take 30 minutes to 1 hour per customer) and my transaction is only a simple inquiry or bill payment (will take 10 minutes only).
Possibilities:
Some skips the queue and leaves the company.
Some will always queue no matter what.
I am having difficulty improving the service (customer experience). They tried about doing it by queuing people up for payment transaction (one server only) and queuing people up for other transactions (one server only) but it did not really work out.
Any suggestions?