Electronic queue system in Sberbank. Electronic queue in Sberbank
You need to take a voucher with a number in the terminal standing right there in the lobby, and then sit quietly on the couch or stand (as you are lucky) waiting for a call. The first thing that catches your eye is the calm that reigns in the hall. No arguments about who was borrowing for whom, and no real nervousness when the operator announces that the window is closing for a technical break. "Boring, girls!" - the great strategist Ostap Bender would say. And I would be wrong. Visitors to the central branch are not yet bored. For a client who has visited Sberbank for the first time after a long break, it becomes fun already at the entrance. Where to go, what to do - it is not clear. This information can only be obtained from kind-hearted people in line. Just sitting and waiting, after the coveted ticket was on hand, is also not as easy as it seems. If in the “live” queue it is more or less clear how many people are ahead of the waiting list, then in the “electronic” one you will not understand anything. You have, say, the 114th number, and the numbers "95", "60" and "73" are lit on the scoreboard. How much longer to wait? Well, if not more than 15 minutes. So much time, according to the results of research conducted by the international company Nexter, is the average Russian ready to spend in line. A resident of the European Union, by the way, "explodes" already in the third minute of waiting. But we are hardened people in queues and therefore obediently stand for almost an hour. Although, perhaps, soon we will also loosen up, like Europeans, because “electronic” queues are being introduced to reduce these very queues. The management of VTB-24, where 85 percent of visitors are served in this way (Sosnovy Bor is still an exception), for example, claims that the throughput of the branch grows by an average of ten percent already three months after the introduction of the system. Around the same period, customers get used to the ticket queue. However, it cannot be argued that what is good for VTB-24 will also suit Sberbank. Clients are different. Moreover, their number. A typical visitor to Sberbank is a pensioner who comes to receive a pension, deposit or withdraw money from a savings book and pay utility bills. For him, getting a ticket through the terminal is a big problem, like any communication with electronic devices in general. Nevertheless, no employees were seen in the lobby helping to understand the intricacies of the terminal. Therefore, an elderly person will have to spend time to navigate the innovations. At the same time, there are thousands of pensioners who are accustomed to trusting a stable "Soviet" bank. Moreover, after the appearance of problems with the acceptance of utility payments at the post office, their number increased even more. Therefore, working people who do not have enough free time will have to get used to sitting in an electronic queue, just as they used to get used to standing in its “live” counterpart - some payments can only be paid at Sberbank, and nowhere else. So far, however, the Sosnovobortsy have a choice. You can stand the old fashioned way in four other city branches of Sberbank, which have not yet been touched by new trends. When will they switch to "electronic" queues? Given that the cost of installing an electronic system in the department is from half a million to a million rubles, it is unlikely soon. A more precise answer could be given by the management of the Sosnovy Bor branch, but it turned out to be unprepared to answer our questions without a written request to the main press service. *** Tested on myself On Monday, after the end of the working day (at 18.30), the Mayak correspondent went to Sberbank to pay several bills. The terminal was covered by an information board, as the branch is open until 19.00, and there were still a lot of people in the lobby. People standing in line advised to ask the guard about coupons left by visitors who did not want to stand in line. One of the four left coupons, issued at 18.00, was given to the correspondent, which caused some dissatisfaction among people who had already spent half an hour in the "electronic" queue. An invitation to the cashier was displayed on the information board at 18.50 - ten minutes before closing. There were still people with coupons in the lobby of the Savings Bank. Numbers After the introduction of electronic queues, sales of banking products increase by 9%.
Many of our readers are interested in the question of how to properly use the electronic queue in Sberbank offices? We will tell you about this in our today's article, after reading which you will be able to feel confident in the branches of this bank.
Service description
So, to begin with, let's figure out what an electronic queue is and how it works. This is an automated system that distributes bank customers to the specialists they need, depending on what interests them.
As you probably know, in every bank branch there are several specialists who receive people in separate windows. Each such employee has his own specialization, for example, working with cards, obtaining loans, consulting on, etc.
It was in order to direct the client immediately to the right specialist who has the necessary knowledge on the issue of interest to you, this system was created. It automatically distributes everyone who wants to get advice on different windows, for faster and better service.
Step-by-step instructions for using the e-queue
When you enter the bank, the first thing you will see is a special terminal. As a rule, it is located either opposite the entrance or slightly to the side.
- You need to approach this device and select on its screen the section for which you need help or service. These can be bank cards, loans, transfers, deposits, etc. If you find it difficult to choose, you can always call a consultant and he will help you decide on the right category.
- The terminal will give you a small paper ticket with your number printed on it, which consists of an alphanumeric code. Take it and go to the waiting room.
- Opposite you there will be electronic boards indicating in which window this or that specialist is currently receiving and the number of the person who is invited for a consultation.
- When a bank employee is released, the queue moves on, and a new number is displayed on the scoreboard.
Thus, you only need to wait for your number from the ticket to appear on the scoreboard and go to the window where the operating worker will be.
For most operations, you will be asked for a passport of a citizen of the Russian Federation or another document that can prove your identity, therefore, we recommend that you prepare all the necessary papers in advance, as well as cards / agreements, if you have them.
Are there exceptions?
If you have a small child in your arms, or an elderly person is with you, or have health restrictions, in particular, a disability, you can ask the staff for a priority appointment without waiting in line.
In addition, if you are a client who uses the service "", then in this case you will have a personal manager with whom you can resolve all issues. In order to get an appointment with him, you must first make a call to the department where you are served and coordinate with him a date and time that is convenient for you to visit. There is no need to take any numbers.
As you can see, there is nothing complicated in using the electronic queue at Sberbank.
Due to objective reasons, I rarely visit any bank, so I feel their innovations much later than they appeared. However, at least once a year I still appear in the bank (for example, to pay for hosting and / or a domain name). And today, in the neighboring office of the Savings Bank, I came across another paper innovation.
The innovation is called "Electronic Queue". What is its essence? Previously, in order to pay, you had to come to the savings bank, stand in the usual queue (if there was one, of course), do your job and then leave. Now one more item has been added to this technology: obtaining a token. For, to get into in the "normal" queue, I must first survive"electronic", the essence of which is to receive a check, proudly called a "token".
To do this, there is an ATM in the office, on the screen of which you poke your finger and you are immediately given this check. After that you get the right go to the right cash desk and do what you used to do without this check-token. The funny thing is that the ATM is literally four meters from this very cash desk. If they put it in the cashier itself, it would be much funnier 🙂 (and more practical, by the way).
However, as I already said, I visit the bank about once a year, so I almost never encountered queues in it (I wouldn’t be surprised if they don’t exist at all). That is why all the delights of waiting in line did not touch me today either - I received a check-token, paid for a domain name, and two minutes later I was already drinking tea at home. But the thought came to me - maybe the management of the Savings Bank deliberately introduced two queues, instead of one, in order to somehow recall the old Soviet times? You never know, maybe they miss the queues a lot 😀
However, I am more than sure that this is yet another "innovative" decision of the Savings Bank made for the sake of show, they say, we are working, we are improving. After all, how beautiful it sounds - ELECTRONIC queue. And recent failures in the operation of ATMs due to a software error are “not typical for us.” According to the same type, an “electronic” workflow was once introduced in my hospital, the essence of which is that earlier all certificates / statements / cards were only paper, and now they are also electronic ... They were not introduced instead of paper ones, but simply entered. What for? I still don't understand. In fact:
- No one has access to them (even 90% of the employees themselves)
- No one uses them (all 100% of employees and all 100% of patients)
- The archive is still only and only paper (the whole building)
- If a copy of the document is required, then they make a photocopy from the paper original, and do not print an electronic copy (sometimes they also require you to make an electronic copy of a copy of the paper original)
Eh, the electronic backwardness of our bureaucracy personally depresses me (sometimes also) ... With my modest forces, I still struggle with this, because if you want to change something, start with yourself.
P.S. I am not a representative of the current opposition liberals. Therefore, my words should not be taken as a criticism of the state in general and V.V. Putin in particular 🙂 I am only stating a bureaucratic bureaucratic fact.
P.P.S. Long time no jokes:
lotox: What happened to the server?
Connect: Naschialnika, May Servira Pastavil, Freebizdya Instal Made, Apache Sabral, Pyhape Patklyuchil, I let go, and ano - azhambeh pashambe eshelbe shaitanama!
lotox: Cyril, if you don't start speaking normally, we'll find a new system administrator. I repeat the question - what happened?
Connect: What-oh? .. Happened ...)
Yesterday was my birthday, on the eve of which I spent two days running around the shops. I had to go to Sberbank, where I had a small amount on my account. A pleasant surprise awaited me at Sberbank; an electronic queue system was introduced in our branch.
I go in, I look - everyone is sitting. Well, as usual, I ask: "Who's the last one?" Someone answers me: "Now on a new one, take a piece of paper there." Before I had time to use the terminal myself, the girl responsible for working with visitors ran up, asked what my operation was and pressed one of the buttons drawn on the screen. She handed me a receipt issued by the terminal.
I marveled at the progress, I sit, I am glad that we live in a civilized society and it still develops further. I'm bastard, I listen to the radio, I watch the newcomers. The waiting time smoothly passed in 40 minutes. Some cashiers have lunch.
A girl came, she paid for the institute, they gave her a receipt. In the fifth window, a bank employee came from a break and began to accept. Girl A003 walked up to her and they finished. The operator in the window switches further A004 - there is no person, A005 - there is no person, A006 - there is a girl who came about 5 minutes ago. I look, I think nothing to myself. The people look and begin to boil.
The most impatient became indignant. Naturally, the customer service employee in the hall had to take the rap, she apparently gives in and can’t explain anything, where is she alone against the angry visitors. The people are already screaming, cancel this system and return the normal queue. I also got into it, only in defense of the system and offered to take the book "Complaints" and complain if you don't like something. The noisiest man followed my advice. Meanwhile, the operator began to take people from the "B" queue and the passions subsided. Almost everyone who had been waiting in line for a long time, including me, was quickly received.
It is obvious that the system must take into account the waiting time of people from all queues, which means that the operator must also take into account the waiting time of people from those queues in which he can receive. I got the impression that it is not the computer who chooses who to accept, but the operator, the computer only offers numbers. In general, they did it, but, as always, poorly.
I also used the "Remarks and Suggestions" book. I decided that outraged visitors are unlikely to write about the shortcomings of the system, most likely, they demand to return everything as before, remove the electronic queue, etc. windows were distributed in this dependence.
Of course, I understand that operators do not perform all operations, but most windows accepted people from several queues or even all of them. So, it is possible and necessary to optimize.
I have been wanting to learn English for a long time, but I doubt that I can do it without courses. I would sign up for some intensive English classes, but as always there is not enough time for courses, or maybe this is an excuse? ;)
Many Voronezh residents actively use bank cards. They need to be updated every few years. As it turned out, with this simple procedure, you need to be vigilant. Otherwise, such services will be connected to your accounts, the existence of which you did not even know.
A resident of Voronezh, Elena, was connected to several additional services during the planned re-issuance of a card at Sberbank. On Thursday, April 21, she came for a new "plastic" to the department on Koltsovskaya Street, 46.
“I took a coupon for a card reissue. By email, she went to the window. This is not the first time I change the card - the procedure is familiar to me. I signed the documents, entered the activation code several times. After that, a bank employee brought me to a consultant who was supposed to restore the mobile bank, - says Elena. She activated the mobile bank through the terminal, and then quickly pressed and printed a check. She then quickly went to her computer and entered my online bank. She told me to dictate her password from an SMS message.
The client specified for what purpose the employee wants to enter her banking. The employee said that you need to "activate the card - until the new card works." The client objected that she had already changed the card more than once and such manipulations were not required.
“Now the rules have been tightened, it is necessary to make test payments, the consultant explained to me,” the client quotes the employee. — I was surprised, but agreed to dictate the password to her. Then an employee of Sberbank said that two numbers are needed for the transfer - one is mine, and the second is a close person who can test the payment. After that, she went to the auto payments section. I pointed out to her that I do not need auto payments - I do not want to connect them. The same assured that this is a mandatory procedure, the payment will go through once - otherwise my card will not connect.
According to the client, everything happened very quickly. After visiting the bank, Elena carefully re-read all the incoming SMS messages. It turned out that she was connected to two auto payments and two Piggy Bank services, which she did not ask for.
“I was in shock, then I came home and started turning off services,” Elena is indignant. - It's good that I noticed it. I have heard a lot about the fact that they impose purchases of filters, cosmetics, but you don’t expect this in a large bank. There is some trust in the employees.”
AND AT THIS TIME
If you don't want to, save up
Another client of Sberbank was also connected to the Piggy Bank service on the same day when the card was reissued. Unlike Elena, they did not connect auto payments to him. The essence of the Piggy Bank is that the percentage of income or spending from your card is automatically transferred to one of your accounts. Most often it is a "savings account", the interest on which is minimal. This service is positioned as a way to accumulate the required amount of money. However, does every client want to be connected to this service?
For those who have connected Piggy Bank, we will tell you how to turn it off. To do this, you need to go to the online bank of Sberbank. Click on the debit card account - funds are debited from it. Then select "Map Information" and scroll down. That's where all the Piggy Banks will be. In the upper right corner, click on the "Operation" button and select "Disable".