MODERN QUEUE-MANAGEMENT SYSTEM INTRODUCED IN 32 VIVACELL-MTS’ SERVICE CENTERS
A1+
[11:15 am] 27 February, 2009
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.