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
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?