Customer Flow Management in GovernmentHere's the long version..
There is a technology that banks have been using successfully for years called Customer Flow Management or CFM. A CFM system is the interface between customers waiting in the lobby and a skills-based routing solutions. When a new customer arrives, the CFM system evaluates the Estimated Wait Time (EWT) for a specialist. If there is no specialist available for a few minutes, the system quotes the EWT and allows the customer do other things while the system saves his place in line. While waiting in the virtual queue, the caller is free to go about his business. When it is the customer’s turn, he will receive a notification within the time quoted. This notification can be in the form of a number being displayed or announced, a text message, or in person.
Benefits of a CFM System:
- Increase Employee Efficiency and First Contact Resolution: With a CFM solution in place, you achieve a greater return from your skills-based routing investment. This is true because you send fewer customers to agents who do not have the skills to handle the transaction or inquiry. Employees are therefore not wasting time on transactions they cannot properly handle. With a CFM system, you are in essence reserving a specialist for your customer and increasing the likelihood of first contact resolution.
- Reduce Abandons: During periods of peak volume in your facility, CFM immediately educates your customers with the EWT and with options for managing the wait time, customers who reserve their place in a queue will not leave out of frustration because they don’t know what to expect in terms of waiting.
- Increase Customer Satisfaction and Service Level:By offering customers options, you demonstrate respect for your customers' valuable time and elevate the level of service you offer. In addition, it is truly remarkable how the perception of time changes with CFM.
To people waiting in your lobby, ten minutes can seem like an eternity. With a CFM solution in conjunction with Digital Signage or other forms of, such as magazines or even free wi-fi, the perceived wait time is drastically reduced. They can continue to be productive, engage in a conversation with other customers, get that second cup of coffee, or attend to their unruly children they may have brought along -- all the while knowing their place in line is secure. Ten minutes is gone before they know it. When called to, or by a employee in the time promised, you take customer trust and loyalty to an unprecedented level.
- Improve Employee Morale: Happy customers mean happy employees. When customers utilize CFM rather than waiting without a clue as to how long it will be before they will be seen, they are much happier when they meet the employee. This prevents the customer from being upset because of the unexpected wait, which may now be making them late returning to work or other commitments. Happy customers equal happy employees.
- Reduce Labor Expenses: For every customer that is routed through the CFM, the facility is saving on labor by efficiently matching resources with demand. Statistics and modeling, which is part of the CFM system, can also be utilized to create more efficient schedules, especially with part time employees.