Offered as a software-as-a-service, TRX Queue Manager empowers operational teams to:

• Guarantee service levels through improved visibility and reporting
• Enable scale with existing resources by improving agent utilization
• Manage multiple locations as a single entity
• Quantify development and reengineering priorities based on cost/benefit
• Improve billing and cost allocation via activity based costing per task and account
• Provide tools to improve vendor management for outsourced processes

TRX Queue Manager is comprised of two primary applications:

Queue Management:

Queue Manager sweeps GDS or Airline Host system queues and serves transactions to agents through a Web-based interface. The application provides queue-monitoring functionality that allows for real-time assessment of queue levels and the redistribution of work as appropriate.

Skill Set Routing:

Queue Manager allows operational management teams to assign agents to queues based on individual skill sets and account-specific knowledge. The utility can manage the workflow based upon account or queue priorities and agent skill sets to maximize the efficiency and effectiveness of each agent.

 

Take Action. Call +1 404 929 6100 to learn more about Queue Management.

Agent Utilization Tracking:
Queue Manager is able to achieve 98% agent utilization tracking, enabling operational teams to easily reconcile paid hours with agent activities. The application provides categories for both work and paid-but-not-utilized activities (e.g., lunch, training, breaks). Using Queue Manager’s agent utilization tracking features, one client was able to increase staff utilization by 35%!

Reengineering Priorities:
Queue Manager categorizes transaction types based on queue and account. With Queue Manager, agents are only required to provide activity details and resolution information for actions performed – saving time and improving categorization accuracy. Clients are able to use transaction information to develop new automation, training, and policy changes, eliminating errors and rework. An existing Queue Manager client was able to increase their touchless transactions by an average of 150,000 transactions per month, resulting in significant savings!

Reporting:
Queue Manager offers reports that track agent and department productivity, types of transactions processed, and categories of errors by agent and transaction type. Visibility into agent activities and productivity metrics provide operational teams with objective data for agent incentive programs and performance reviews.

Activity Based Costing:
Queue Manager makes activity-based costing an easy process, helping operational teams to quantify and reduce the cost of providing their services. In doing so, Queue Manager enables operational teams to offer more competitive pricing and earn more business. One current operational team increased billable items by 13%!

Take Action. Call +1 404 929 6100 to learn more about Queue Management.