Horizon’s Priority Service System, by Frisco Bay, is your best solution to the problem of managing customer traffic flow in a busy sit down waiting environment. PSS is a unique concept in the management of customers. Common throughout North America and Europe, these systems ensure the smooth flow of customer traffic to servers by evenly distributing the workload. A PSS controls all customer flow. As a courtesy to customers, it provides them with an estimate of how long they may expect to wait. All customers entering the PSS are sure to be called as their turn comes. There is no need to wait in line; customers can sit in the waiting area. As the PSS calls customers it directs them to the first available CSR. CSRs never need to remember which customer is next; the PSS does this. Relaxed customers meet the CSR and are easier to serve. The PSS notes the time each customer waits before getting service. It also notes the time taken to serve each customer. This information may be used to build a history of customer flow from which a useful staff schedule can be made.
Maryland
MVA uses PSS to track wait times at their offices and makes them available
at their website.
The list of satisfied PSS customers who have implemented this "customer friendly" form of traffic management includes financial institutions, licensing and registration offices, hospitals and medical centers, Taxation Offices, Passport Offices, and Municipal Offices.
The unique
Priority Service System provides the following benefits:
- Provides
service in a prompt, reassuring, courteous and professional manner.
- Presents
a calm, professional queuing environment.
- Reduces
the stress level for CSRs by effectively managing walk-in customer traffic,ensuring
work is distributed evenly.
- The system
is easy for clients and CSRs to understand and use.
- Servers
may be prioritized to accept only certain services.
- PSS provides a tangible measure of your customer service results and CSR productivity.
Contact us for further information.
