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 Community and Ticketing & Customer Service Forum
Hi Angelica,
I know our guest experience team use CSI's heavily. Not just for complaints, but for other types of interactions too. Because you can customize CSI types, reasons and labels, this sounds like a possible fit for your situation. There is also at least 1 out of the box CSI report that could help in tallying up CSI types. You might even be able to get creative and use a type or label as a time marker for how long calls took. "0-1 minute", "1-5 minute", "5-10 minute", etc.
Here's the documentation:
https://www.tessituranetwork.com/Help_System/Content/CSIs/Customer%20Service%20Issues.htm
Let us know if you find another solution! We are always looking to streamline our processes when possible.
-Joy R.
Hi Joyce,
This resource is so helpful, I didn't know there were so many functions for the CSIs. 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). I will have to bring this point up to our Database Manager to see if we can expand on the field you mentioned, 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.