{"id":101,"date":"2021-03-17T00:00:00","date_gmt":"2021-03-16T21:00:00","guid":{"rendered":"http:\/\/localhost:8080\/?p=101"},"modified":"2021-09-12T18:04:18","modified_gmt":"2021-09-12T15:04:18","slug":"cagri-merkezi-yaziliminizin-sahip-olmasi-gereken-8-ozellik","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/cagri-merkezi-yaziliminizin-sahip-olmasi-gereken-8-ozellik\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezi Yaz\u0131l\u0131m\u0131n\u0131z\u0131n Sahip Olmas\u0131 Gereken 8 \u00d6zellik"},"content":{"rendered":"<h2>\u00c7a\u011fr\u0131 Merkezi Yaz\u0131l\u0131m\u0131n\u0131n Sahip olmas\u0131 Gereken 8 \u00d6zellik<\/h2>\n<p>Telefonlar\u0131n\u0131z \u00e7ok fazla \u00e7al\u0131yor, m\u00fc\u015fteri temsilcileriniz s\u00fcrekli telefonlara yeti\u015fmeye \u00e7al\u0131\u015f\u0131yorlar ve telefon konu\u015fmalar\u0131 biter bitmez yenileri mi geliyor?<\/p>\n<p>Tipik bir \u00e7a\u011fr\u0131 merkezi sahnesi, de\u011fil mi?<\/p>\n<p><strong>Ancak m\u00fc\u015fteri temsilcileriniz t\u00fcm \u00e7abalar\u0131na ra\u011fmen bu kadar \u00e7ok aramay\u0131 ayn\u0131 anda kar\u015f\u0131layamazsa ne olur?<\/strong><\/p>\n<p>M\u00fc\u015fteriniz bir s\u00fcre bekledikten sonra sinirlenmeye ba\u015flar ve m\u00fc\u015fteri temsilcileriniz bu durum kar\u015f\u0131s\u0131nda do\u011fal olarak m\u00fc\u015fteriden \u00f6z\u00fcr diler. Devam\u0131nda bir\u00e7ok m\u00fc\u015fteri ya\u015fad\u0131\u011f\u0131 bu durumdan \u00f6t\u00fcr\u00fc i\u015fletme i\u00e7in k\u00f6t\u00fc yorumlarda bulunur.<\/p>\n<p>Bu aramalar, hem m\u00fc\u015fteri temsilcileriniz hem de m\u00fc\u015fterileriniz i\u00e7in tam bir hayal k\u0131r\u0131kl\u0131\u011f\u0131 olur.<\/p>\n<p><strong>Peki b\u00f6yle bir senaryoda su\u00e7lu kim?<\/strong><\/p>\n<p>B\u00f6yle bir senaryoda su\u00e7lu m\u00fc\u015fteri veya m\u00fc\u015fteri temsilciniz de\u011fil, kullan\u0131lan \u00e7a\u011fr\u0131 y\u00f6netim sistemidir. Sistemin hatalar\u0131ndan baz\u0131lar\u0131, <strong>yanl\u0131\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme<\/strong>, <strong>cevaps\u0131z m\u00fc\u015fteri \u00e7a\u011fr\u0131lar\u0131<\/strong>, <strong>uzun bekleme s\u00fcresi<\/strong> ve <strong>m\u00fc\u015fteri bilgilerinin eksikli\u011fi<\/strong> m\u00fc\u015fterileri \u00e7ileden \u00e7\u0131karan bir\u00e7ok hatadan baz\u0131lar\u0131d\u0131r.<\/p>\n<p>\u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131n\u0131n g\u00f6revi, i\u015flemleri kolayla\u015ft\u0131rmak ve \u00e7a\u011fr\u0131lar\u0131 i\u015fleme s\u00fcrecini verimli ve sorunsuz hale getirmektir. Bu nedenle, bir \u00e7a\u011fr\u0131 merkezi kurmadan \u00f6nce, kullanaca\u011f\u0131n\u0131z \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131nda sizin i\u00e7in a\u015fa\u011f\u0131da listeledi\u011fimiz 8 \u00f6zelli\u011fin bulundu\u011fundan emin olun!<\/p>\n<h2>\u00c7a\u011fr\u0131 Merkezi Yaz\u0131l\u0131m\u0131n\u0131z \u0130\u00e7in Gerekli 8 \u00d6zellik<\/h2>\n<h3>1. Etkile\u015fimli Sesli Yan\u0131t (IVR)<\/h3>\n<p><img src=\"https:\/\/cdn.infoset.app\/blog\/2021-03-11\/sesli-yanit.jpg\" alt=\"sesli-yanit\"><\/p>\n<p><strong>Etkile\u015fimli Sesli Yan\u0131t<\/strong>, m\u00fc\u015fterilerin sizinle ileti\u015fime ge\u00e7tikten hemen sonra duydu\u011fu ilk sestir. <strong>IVR<\/strong>, m\u00fc\u015fteri \u00e7a\u011fr\u0131lar\u0131n\u0131za an\u0131nda yan\u0131t vermenize ve 7\/24 ula\u015f\u0131labilir olman\u0131za yard\u0131mc\u0131 olur. DTMF tu\u015f tak\u0131m\u0131 arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fterilerinizle etkile\u015fime girer ve arayanlara \u00f6zelle\u015ftirilmi\u015f yan\u0131tlar verir.<\/p>\n<p>Ba\u015fka bir deyi\u015fle, bir <strong>IVR<\/strong> sanal bir resepsiyonist olarak i\u015flev g\u00f6r\u00fcr. Arayan ki\u015fiyi, ki\u015fiselle\u015ftirilmi\u015f bir kar\u015f\u0131lama mesaj\u0131yla kar\u015f\u0131laman\u0131za ve arayanlarla yerel dillerinde ileti\u015fim kurman\u0131za yard\u0131mc\u0131 olur.<\/p>\n<h3>2. Otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131 (ACD)<\/h3>\n<p>Otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131, \u00e7a\u011fr\u0131lar\u0131n otomatik olarak do\u011fru temsilciye y\u00f6nlendirilmesini ve b\u00f6ylece m\u00fc\u015fterilerin bekleme s\u00fcresinin azalt\u0131lmas\u0131n\u0131 sa\u011flar. M\u00fc\u015fteri aramalar\u0131n\u0131n sistematik olarak ele al\u0131nmas\u0131na yard\u0131mc\u0131 olur.<\/p>\n<p><strong>Bulut tabanl\u0131 bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131<\/strong> kurdu\u011funuzda, m\u00fc\u015fteri \u00e7a\u011fr\u0131lar\u0131n\u0131 y\u00f6nlendirme s\u0131ras\u0131n\u0131 veya kriterlerini kolayca \u00f6zelle\u015ftirebilirsiniz. Daha sonra, \u00e7a\u011fr\u0131 hacmine veya m\u00fc\u015fteri gereksinimlerine ba\u011fl\u0131 olarak da de\u011fi\u015ftirebilirsiniz. \u00c7a\u011fr\u0131lar\u0131n y\u00f6nlendirilebilece\u011fi birka\u00e7 se\u00e7enek, <strong>performansa dayal\u0131 y\u00f6nlendirme<\/strong>, <strong>konuma dayal\u0131 y\u00f6nlendirme<\/strong>, <strong>\u00e7a\u011fr\u0131lar\u0131 bo\u015fta kalan sisteme y\u00f6nlendirme<\/strong>, <strong>en az me\u015fgul olana y\u00f6nlendirme<\/strong> \u015feklinde s\u0131ralanabilir.<\/p>\n<h3>3. Beceriye Dayal\u0131 Y\u00f6nlendirme<\/h3>\n<p><img src=\"https:\/\/cdn.infoset.app\/blog\/2021-03-11\/yetkinlik.jpg\" alt=\"yetkinlik\"><\/p>\n<p>Temsilcilerin becerilerine dayal\u0131 olarak \u00e7a\u011fr\u0131lar\u0131n y\u00f6nlendirilmesidir. Uzmanl\u0131k, dil, b\u00f6lge, demografi veya \u00e7e\u015fitli becerilere dayal\u0131 olarak kategorize edilir.  <strong>IVR<\/strong>,  arayanlarla etkile\u015fime girer. Ard\u0131ndan, arayan taraf\u0131ndan verilen eyleme g\u00f6re <strong>IVR<\/strong>, aramay\u0131, arayan\u0131n ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131layan en nitelikli temsilciye y\u00f6nlendirir. \u00c7a\u011fr\u0131lar do\u011fru becerilere sahip do\u011fru temsilcilere y\u00f6nlendirildi\u011finde, m\u00fc\u015fteri sorunlar\u0131 h\u0131zla \u00e7\u00f6z\u00fcl\u00fcr ve bu da m\u00fc\u015fteri memnuniyetini art\u0131r\u0131r.<\/p>\n<h3>4. Ses Kay\u0131t<\/h3>\n<p><strong>\u00c7a\u011fr\u0131 kaydetme \u00f6zelli\u011fi<\/strong>, ya da di\u011fer ad\u0131yla <strong>ses kay\u0131t sistemi<\/strong>, gelen ve giden t\u00fcm \u00e7a\u011fr\u0131lar\u0131n\u0131z\u0131 kaydeder. Temsilcilerinizin performans\u0131n\u0131 belirlemek i\u00e7in \u00e7a\u011fr\u0131 kalitesini izlemek bir zorunluluktur. <strong>\u00c7a\u011fr\u0131 kayd\u0131<\/strong>, yeni temsilcileri e\u011fitmenize ve \u00e7a\u011fr\u0131 kalitesi i\u00e7in bir \u00f6l\u00e7\u00fct belirlemenize yard\u0131mc\u0131 olur. Ayr\u0131ca, bir m\u00fc\u015fteri ile temsilci aras\u0131nda herhangi bir anla\u015fmazl\u0131k ortaya \u00e7\u0131karsa, arama kayd\u0131, somut kan\u0131t sunarken ayn\u0131 zamanda sorunu kolayca \u00e7\u00f6zmenize yard\u0131mc\u0131 olabilir.<\/p>\n<h3>5. \u00c7a\u011fr\u0131 \u0130zleme<\/h3>\n<p><img src=\"https:\/\/cdn.infoset.app\/blog\/2021-03-11\/cagri.jpg\" alt=\"cagri\"><\/p>\n<p><strong>\u00c7a\u011fr\u0131 izleme<\/strong> , t\u00fcm \u00e7a\u011fr\u0131lar\u0131n\u0131z\u0131 7 g\u00fcn 24 saat izler. Hem acenteleri hem de m\u00fc\u015fterileri mutlu ederken bir \u00e7a\u011fr\u0131 merkezini y\u00f6netmek zor bir i\u015ftir. \u00c7a\u011fr\u0131 izleme \u00f6zelli\u011fi sayesinde, t\u00fcm aramalar\u0131n cevaplan\u0131p cevaplanmad\u0131\u011f\u0131n\u0131 ve her bir m\u00fc\u015fteri temsilcinizin performans\u0131n\u0131 anl\u0131k olarak takip edebilirsiniz.<\/p>\n<h3>6. Canl\u0131 \u00c7a\u011fr\u0131 Aktar\u0131m\u0131<\/h3>\n<p>Bu \u00f6zellik, temsilcilerin aramalar\u0131 sonland\u0131rmadan ba\u015fka bir temsilciye aktarmalar\u0131n\u0131 sa\u011flar. Bir temsilci bir sorunu \u00e7\u00f6zemezse, aramay\u0131 \u00fcst d\u00fczey y\u00f6neticisine veya ba\u015fka bir departmandan birine ba\u011flant\u0131y\u0131 kesmeden aktarabilmelidir. Bu s\u00fcre\u00e7, m\u00fc\u015fterinin bekleme s\u00fcresinin azalt\u0131lmas\u0131na yard\u0131mc\u0131 olaca\u011f\u0131 gibi m\u00fc\u015fteri deneyimini de olumlu y\u00f6nde geli\u015ftirecektir.<\/p>\n<h3>7. CRM Entegrasyonu<\/h3>\n<p>CRM yaz\u0131l\u0131m\u0131zla tam entegre \u00e7al\u0131\u015fan ya da kendi i\u00e7erisinde CRM sistemi bar\u0131nd\u0131ran bir <strong>\u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131<\/strong>, temsilcilerin arayanlara ki\u015fiselle\u015ftirilmi\u015f bir deneyim sa\u011flamas\u0131na yard\u0131mc\u0131 olur. Temsilci, arama g\u00fcnl\u00fcklerini g\u00f6rmenin yan\u0131 s\u0131ra, \u00f6nceki \u00e7a\u011fr\u0131lara, destek taleplerine, olaylara, notlara, sohbet d\u00f6k\u00fcmlerine ve daha fazlas\u0131na eri\u015febilir. Bu bilgiler, me\u015fgul \u00e7a\u011fr\u0131 merkezi temsilcilerinin daha organize, verimli ve etkili olmas\u0131na yard\u0131mc\u0131 olur.<\/p>\n<h3>8. Analitik Raporlar<\/h3>\n<p><img src=\"https:\/\/cdn.infoset.app\/blog\/2021-03-11\/analiz.jpg\" alt=\"analiz\"><\/p>\n<p>Analitik raporlar, farkl\u0131 g\u00fcnlerdeki \u00e7a\u011fr\u0131 hacmini, yo\u011fun saatleri, cevaps\u0131z ve al\u0131nan \u00e7a\u011fr\u0131 say\u0131s\u0131n\u0131, farkl\u0131 b\u00f6lgelerden gelen trafi\u011fi, gelen aramalar\u0131 ve di\u011fer \u00f6nemli bilgileri kay\u0131t alt\u0131na al\u0131r. Analitik raporlar, optimum personel say\u0131s\u0131na dair kararlar\u0131 verirken, saatlik, g\u00fcnl\u00fck ve haftal\u0131k planlamalarda ve genel performans\u0131 de\u011ferlendirirken \u00f6nemlidir.<\/p>\n<p>Bir \u00e7a\u011fr\u0131 merkezi, yaln\u0131zca iyi konu\u015fan temsilcilere de\u011fil, ayn\u0131 zamanda onlar\u0131 desteklemek i\u00e7in verimli bir <strong>\u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131na<\/strong> da ihtiya\u00e7 duyar. Etkili bir sistem \u00e7al\u0131\u015fanlar\u0131n verimliliklerini ve performanslar\u0131n\u0131 da art\u0131r\u0131r. Siz de etkili bir bulut \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 ar\u0131yorsan\u0131z ya da mevcut \u00e7a\u011fr\u0131 merkezinizi omnichannel bir m\u00fc\u015fteri servis sistemine ta\u015f\u0131mak istiyorsan\u0131z <a href=\"https:\/\/infoset.app\/tr\/signup?plan_id=14&amp;?utm_source=infoset&amp;utm_medium=blog&amp;utm_campaign=cagri-merkezi-yaziliminizin-sahip-olmasi-gereken-8-ozellik\" target=\"_blank\" rel=\"noopener\">Infoset&#8217;i 14 g\u00fcn boyunca \u00fccretsiz deneyebilirsiniz<\/a>. Infoset ile \u00e7a\u011fr\u0131 merkezi, sosyal medya, e-posta, canl\u0131 destek, chatbot gibi t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platformdan kolayl\u0131kla y\u00f6netebilir, m\u00fc\u015fterilerinize ola\u011fan\u00fcst\u00fc bir deneyim sunabilirsiniz.<\/p>\n<p><a href=\"\/tr\/signup?plan_id=14&amp;?utm_source=infoset&amp;utm_medium=blog&amp;utm_campaign=cagri-merkezi-yaziliminizin-sahip-olmasi-gereken-8-ozellik\" target=\"_blank\" style=\"text-decoration:none;\" rel=\"noopener\"><img src=\"https:\/\/cdn.infoset.app\/blog\/cta-tr.png\" style=\"width: 100%; height: auto; border-radius: 20px;\" class=\"no-zoom\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0130\u015fletmenizin m\u00fc\u015fteri deneyimini ve sat\u0131\u015f hacmini art\u0131rmak i\u00e7in \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131n\u0131z\u0131n hangi \u00f6zelliklere sahip olmas\u0131 gerekti\u011fine dair yaz\u0131m\u0131z\u0131 sizler i\u00e7in haz\u0131rlad\u0131k!<\/p>\n","protected":false},"author":1,"featured_media":229,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[35],"tags":[503,387,389,505,469,459],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - 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