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!
Cross-posting on Ticketing & Admission and Museums, Zoos & Aquariums
*Correction- cross-posted on Ticketing & Customer Service Forum and Museums, Zoos & Aquariums
Does it need to be tied to the constituent that you talked to? does every call result in a sale? I'm guessing no for the second question... If most calls result in an order, you can report on Solicitor, MOS, Channel, etc pretty easy. That would be tied to the constituent. if it doesn't need to be tied to the caller, you could add activities to the employee's tessitura record. The date field would be the day of work, the activity type would be incoming call, and the attendees field would be number of calls. Same idea as what you're doing already... Alternatively, you could add all the activities to The Neon Museums org record and make the worker on each activity row be the CS employee.
Hi Eric. Currently, about 8% of the calls we receive result in a sale, whereas over 65% of the calls regard our Museum's website FAQ and ticket availability (guests simply asking if we are truly sold out for the day). I will have to bring this point up to our Database manager to see if we can expand on the field you mentioned about the employee record, because that would be very helpful for our team to consolidate data. There are some specialized categories on the Excel workbooks that we track for seasonal offerings, but the main focus is ensuring that we know when guests are calling by time of day, and what their requests are. The ultimate goal would be to use the information we gather based on topic so that our Media and Guest Experience can expand programs and ticketing options based on desirability.
there's a cool dashboard for analytics that is on the Analytic Coffee group that measures box office volume data in neat ways that would help scheduling, etc. The dash file is here but someone smarter than I would have to explain it. I've played with it a little bit in the past. Again, it would all be based on sales though. I wonder if you can get phone usage reports from the phone provider?
Hi,
have you considered using Customer Service Issues (CSI)? These can be add to the constituents record, and have various customizable options for recording the reason for the call/email as well a space for notes.
It might be more time consuming to complete a CSI but I think you'd save time in reporting as you can pull reports from within tessitura and could potentially use lists to populate an analytics dashboard.
Grant
Hi Grant,
Currently our team does use CSI's as a way to modify member accounts, escalate guests complaints, and track refund requests. 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! Currently, about 8% of the calls we receive result in a sale, whereas over 65% of the calls regard our Museum's website FAQ and ticket availability (guests simply asking if we are truly sold out for the day). There are some specialized categories on the Excel workbooks that we track for seasonal offerings, but the main focus is ensuring that we know when guests are calling by time of day, and what their requests are even if they aren't already members. For reporting, I agree that would be the easiest way to pull information, I will have to see what our Database Manager says!
Hi AngelicaIt might be worth logging these under one generic Customer Service customer record to save time if it's not important to log under the individual constituent in these cases. You could tally them during the shift and then add in bulk in Tessitura at the end.
Another suggestion (if you don't do already) is to send pre-visit emails. When I started doing this (in a previous venue), it massively cut down on calls re opening times etc, but also increased F&B sales and helped resolve bottle-necks around the building which was a bonus! Best when your audience books in advance of course - you can make walkup slightly more expensive to encourage advance booking too.
Best wishesDawn