Modern queue-management system introduced in 32 VivaCell-MTS’ service centers
VivaCell-MTS, a subsidiary of Mobile TeleSystems OJSC (NYSE: MBT) announces that modern queue management technology from Lime Tech was rolled out across its 32 service centers to help serving customers more quickly and keep them happy. The system was successfully introduced following a pilot implementation that significantly cut queuing times.
The queue management equipment involves touch screen technology which leads the customer through a set of questions to identify their requirements. The customers are then issued with a ticket, and allocated to the service center agent matching their requirements. Large LCD screens provide real-time information for customers on their position in the queue, which is especially useful during peak hours.
VivaCell-MTS has monitored customer satisfaction following the introduction of the system. Customers reported that the queuing system gave them some control over their time in service center. The front-line staff is also positive toward the solution as it helps tackle one of customers' biggest problems - queues, by minimizing waiting times.
"The automated queue management system is truly transforming the customer experience as it enables us to offer the best possible customer service to everyone who visits our service centers. The Company is always seeking improvements to help increasing the customer satisfaction," commented VivaCell-MTS General Manager Ralph Yirikian.
