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,
Zack from Shedd Aquarium here. We use a contact center software to track call data. As of right now, the one we are using is Mitel, but there are other similar products out there. They can track all types of things like call duration, average time spent on calls, what the calls were about, etc. Some even have Tessitura integration capabilities.
In the past, we have used tally sheets and workbooks, but we've found that these types of programs met our needs better. They can also track e-mails and some have chat and SMS functionality too, but we just use it for calls right now. Being able to report on calls over time has definitely helped us be more proactive about getting info into the hands of the public and reduced the need to call or e-mail.
-Zack