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  1. Qmatic
12 July 2011

Queuing Technology Improves Sales and Morale and Helps to Target Staffing Needs

Cox Communications is a multi-service broadband communications company with approximately 6.7 million total customers: 6.4 million of which are basic cable subscribers. As one of the nation’s top three cable television providers, Cox provides an array of communication and entertainment services, including a local and long distance telephone service, high-speed internet access, and commercial voice and data services. The company is committed to excellence in customer service and long-term shareholder value.

The Omaha, Nebraska division of Cox Communications consists of four locations: only one of which, the Midtown location, accepts cash payments. About 75% of the 2,500 to 3,000 customers seen weekly at the Midtown location pay in cash. Front counter manager, Chrissy Andersen, was concerned that the higher transaction and wait times, a direct result of customers paying in cash, were negatively impacting customer service. She was also worried about their inability to inform Spanish-speaking customers that a bilingual employee was available to assist them. She needed increased staff at this location, but was unable to provide documented proof to justify her requests.

Fortunately, she learned of Q-Matic while visiting Cox Communications in Northern Virginia. They had just completed renovating and transforming their location from a customer service centre to a retail centre, which incorporated Q-Matic Corporation’s customer flow management solution with the new design features.

Q-Matic’s customer flow management software tracks peak traffic times, number of customers per service category, language preference selections, employee productivity, and more. This information is available on a daily, weekly, and monthly basis and provides vital information to schedule staff members at appropriate times, review employee productivity, and evenly distribute the workload.

How it works:

  • Upon arrival, customers approach a self-service touchscreen kiosk where they select a language and a type of service. They receive a ticket with a ticket number and are free to walk around the store and browse through Cox Communication’s many other offerings like high-speed internet access
  • The system automatically adds them to the queue and informs the counter representative of their presence
  • Digital signage placed strategically throughout the store and audio voice units call customers to the counter in the order and priority they came in
  • Counter representatives are free to transact business and up-sell other features and services rather than manage a line of people
  • Q-Matic technology measures and monitors the entire customer flow experience and provides statistical information that pinpoints peak service times, and tracks wait and transaction times
  • Managers are provided with exact numbers that show how many Spanish-speaking customers they attend to

Thanks to Q-Matic, management at the Cox Communications Midland location was able to justify their need for additional employees at peak payment times. “We can prove how long a transaction takes and that we need a certain number of employees at a certain time of day,” said Chrissy Andersen.

With Q-Matic, they know precisely:

  • How much time employees are spending with customers
  • 5% of their customer base consists of Spanish-speakers who require language assistance
  • How long specific transactions take
  • Which employees are able to up-sell additional services

Staff morale has improved at the Midtown location because the even distribution of workload among counter representatives provides all employees with an equal opportunity to up-sell and ultimately receive higher commissions.

Optimising Sales and Productivity
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