Teller Staffing Models: Instruments to Achieve Superior Customer Service

The latest customer surveys indicate that the financial institutions that consistently deliver timely, courteous service are those that increase customer satisfaction and loyalty and, consequently, growth and earnings. While originally used to control labor costs, queuing-based teller staffing model...

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Bibliographic Details
Published in:Financial managers' statement 1989-07, Vol.11 (4), p.22
Main Author: Brewton, James P
Format: Article
Language:English
Subjects:
Customer services
Financial institutions
Queuing theory
Scheduling
Staff
Waiting period
Workforce planning
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Summary:The latest customer surveys indicate that the financial institutions that consistently deliver timely, courteous service are those that increase customer satisfaction and loyalty and, consequently, growth and earnings. While originally used to control labor costs, queuing-based teller staffing models can be used to enhance customer service significantly. For most teller staffing models to be effective, 3 principal factors are necessary: customer service time, customer transactions per hour, and desired customer wait time. Once average customer service times, average transactions per hour, and an appropriate level of service have been established for each financial institution, a teller staffing model can calculate the required number of available tellers for each hour of the day to meet selected customer service goals. Some considerations when selecting a queuing-based teller staffing model are: 1. the validity of model calculations, 2. the user-friendliness of the software, and 3. the ease of data collection requirements.
ISSN:0887-4808