The Importance Of Effective Queue Management Solutions For Proper Customer Query Resolution

The competitive climate in the hospitality and travel industry is immense. It is imperative and of vital importance that organizations process and maintain their queues effectively so that they can properly cater to all customer complaints and requests. Unfortunately, this service is no longer a luxury but a necessity.

Whenever there is any cancellation on a flight, the airline usually has to process a very large number of PNRs very quickly. Responding to customer complaints or requests means that the airline needs to manage their queues accurately and efficiently. Not having robust queue management solutions can result in loss of revenues and customer satisfaction scores among airlines. Leading firms have an in-house tracking solution, which helps track and manage the process in a lean and smart way, resulting in 99% levels of optimum service.

When it comes to effective queue management solutions, professional and experienced firms provide a range of key services:

• Schedule changes

• Ticketing issuance

• Misconnections

• Employee leisure type of travel

• Paper cert conversion

• Special service ticket fees

• Splitting direct flight

• Workforce management

• Charters

• And many more…

Look to partner with companies that have their own queue tracking and sorting tools. A well-established firm will have travel specialists who can easily manage queues for clients worldwide. This ensures a much faster resolution along with addressing all customer queries with very quick turnaround times. An ideal in-house tool is usually cloud-based and completely automated. It should have in-built integration with several GDSs as well as reservation systems. This is crucial, considering that so, many OTAs and airlines are under severe pressure to deliver on operational efficiency, but their back offices are tasked every day with daily operational challenges. Hence, having such a robust tool for effective queue management can really help airlines streamline their processes effectively.

It is also important that the company has extensive experience managing teletype reject queues. For example, some leading firms have dealt with over five million transactions processing in a single year with 98% accuracy, and processing over 3 million changes in the schedule every year. Further, they should provide queue management support across a wide range of platforms and applications such as Amadeus, Sabre, Galileo, as well as Worldspan GDS, which results in quick resolution of customer complaints and queries. 

When a client engages in queue management solutions the client can experience a host of benefits. These include:

• Approximately 30% gains when it comes to process efficiency

• Efficient staff planning and resource allocation

• Proper performance tracking and agent activities management, which results in better decision making

Get in touch with a professional firm to enjoy the best queue management solutions to meet your needs. Once you speak to a representative, they will understand your requirements and then map out the best map or outline for your business needs.