Virtual Queue Management… PowerPoint Presentation, PPT - DocSlides

Virtual Queue  Management… PowerPoint Presentation, PPT - DocSlides

2018-11-07 15K 15 0 0

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. Takes the Wait Out of the . Waiting . Room. Presenters:. Allison Keck and Donnie Tomlin. Financial Aid Officer and Operations Manager. Greenville Technical College, Greenville SC. GTC is a public, two year college with four campuses. ID: 720334

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Slide1

Virtual Queue Management… Takes the Wait Out of the Waiting Room

Presenters:

Allison Keck and Donnie Tomlin

Financial Aid Officer and Operations Manager

Greenville Technical College, Greenville SC

Slide2

GTC is a public, two year college with four campusesStudent population is around 15,000130 curriculum programs are offered Financial Aid and Veteran Affairs staff 26 full and part time employees

Background

Slide3

Old process manually write down student’s names on a list that officers would call them fromLobby was full of students and parents just sitting and waiting

L

ed

to angry, hostile students and very low customer satisfaction

Problem/Initiative

Slide4

Small design team was formedLow cost, students could understand process and quick start timeTeam examined several commercial options

weighing the pros and cons of each

system

Design

Slide5

Starting the end of May with staffMid June with students entering themselves into the systemGave us time to work out Queue names and Market to studentsRush time is end of July until end of August

Communication

was still an issue

Implementation

Slide6

How to communicate with Staff?

Slide7

IT Staff placed icons on all PC in computer labs on campusMarketing advertised Junebusiness card sized handouts, stickers on all orientation packets, window clings on doors around campus, and presence on the website and FacebookGetting the word out…

Slide8

Marketing on website

Slide9

Student satisfaction has been the greatest benefit Staff improvementHolds everyone accountableTime Management

Benefits

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Service ability

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Students in line

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Text Message

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“I love the text set up you have. And your staff is wonderful!” “No waiting time. My experience was very positive and helpful. Thank you.”“The text was helpful and saved from confusion and the noise of bells. Thank you.”“I love this new service! Very effective and useful! Overall extremely pleased.”

Student Feedback

Slide14

Tweet

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Wait time, student time spent with officers, number of students abandoning line, etc.How many students each officer assist is very beneficial. It shows each day how may students each officer helped. Helps with scheduling and accountability

Reports

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We have implemented the system in Admissions Office and soon to implement at the Satellite CampusesVirtual Management system and Instant Messenger Campus wide

Slide17

When to turn on the queue each day How long to give a student to arriveCreation of an internal queue

allows us to manage students who need to see a specific employee

Retrospect

Slide18

Entering into the system

Slide19

Questions??


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