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Wait Time Analysis

Are you customer wait times too long or too short?

How can you staff your branches for consistent wait time experience?

Kiran Analytics can help you.

Key Benefits

Identify and act on customer wait time issues quickly

Balance the trade-offs between customer satisfaction and labor costs

Deliver consistent average customer wait time across the network

Trade-offs Between Customer Satisfaction and Cost

Customer wait time is one of the most reliable leading indicators of customer satisfaction in retail delivery because customers don’t like to wait. When banks reduce their branch staff levels, customer wait times typically increase, which is a negative influence on customer satisfaction. On the other hand, overstaffing to minimize wait times results in excessive labor costs. 

Setting and managing service levels is an act of balancing trade-offs. Optimizing customer wait times across the entire branch network and monitoring them with wait time analytics can create a competitive advantage.

Manage Customer Wait Times With Analytics

Kiran’s Wait Time Analytics service uses advanced analytics and queuing methodology to accurately determine whether on-the-ground service levels for each branch in the entire network exceeded the target service level, met the target, or did not achieve the target on an intra-day basis.

Unlike other approaches that are unreliable, difficult to deploy, and expensive, our Wait Time Analytics service is reliable, easy-to-deploy, and cost effective. The comprehensive and near-real-time reporting of wait times are visible at all levels of the network hierarchy, down to the branch, at aggregate, daily and hourly levels.

Manage Customer Wait Times With Analytics

Kiran’s Wait Time Analytics service uses advanced analytics and queuing methodology to accurately determine whether on-the-ground service levels for each branch in the entire network exceeded the target service level, met the target, or did not achieve the target on an intra-day basis.

Unlike other approaches that are unreliable, difficult to deploy, and expensive, our Wait Time Analytics service is reliable, easy-to-deploy, and cost effective. The comprehensive and near-real-time reporting of wait times are visible at all levels of the network hierarchy, down to the branch, at aggregate, daily and hourly levels.

Learn how Kiran Analytics can help you.

Your financial institution’s needs and priorities are unique. Let’s discuss how our solution can meet your requirements.