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
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!