Hello Tessitura Community,
Recently our new and growing team of Customer Service Specialists have begun tracking the amount of calls and emails we handle on a daily basis. Currently, this is something we do outside of Tessitura, via Microsoft Excel, with a series of workbooks where we log completed calls and emails by time of day and by topic, which are summarized with monthly reports by manually linking data across the workbooks. Does anyone else do this type of tracking, or something similar within Tessitura when guests or members contact you? The goal is not so much to measure performance benchmarks, rather to legitimize the great deal of work our new department is doing. Currently, our team of 5 CS Specialists is logging roughly 1,000 calls per month, on average. If you have suggestions for how to help us track the calls and emails relative to constituents within the database, we would greatly appreciate any help!
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Hi Angelica - its not something we have done but have you thought about using CSIs with their own categories fit for purpose?
CSI's are exactly per constituent interactions and notes, though you might need some custom reporting or Excel work from CSVs for your metrics. Also, Plans can be used for this, probably has the metrics you want, but it's a little off-kilter use of functionality normally intended for fundraising, e.g. to assign specific constituents to specific workers, so it's not SalesForce, but it's native in Tessitura.
Hi Lianna and John, thank you for your response. Currently our team does use CSI's as a way to modify member accounts, escalate guests complaints, and track refund requests. I will have to explore the Plans feature with our managers and see how we can use that tool for tracking purposes. Since we are so new, we are still learning how to use our phone plan for reporting call quantities, but we want to try and capture what exactly guests contact us about. We may have to develop a new type of CSI exclusively for member calls or emails, that would be very helpful for our Membership and Development teams!