{"id":1054,"date":"2022-01-06T19:00:00","date_gmt":"2022-01-06T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1054"},"modified":"2021-12-29T16:04:17","modified_gmt":"2021-12-29T13:04:17","slug":"gelismis-cagri-yonlendirme-sistemi-avantaji","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/gelismis-cagri-yonlendirme-sistemi-avantaji\/","title":{"rendered":"Geli\u015fmi\u015f \u00c7a\u011fr\u0131 Y\u00f6nlendirme Sisteminin 5 Faydas\u0131"},"content":{"rendered":"\n

Bir\u00e7ok \u015firket g\u00fcn\u00fcm\u00fcz\u00fcn m\u00fc\u015fteri beklentilerini kar\u015f\u0131layabilmek ve daha iyi bir m\u00fc\u015fteri hizmeti sunabilmek i\u00e7in geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemlerinden faydalan\u0131r. Peki, bunlardan biri olan geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemi nedir? Faydalar\u0131 nelerdir? \u00a0<\/p>\n\n\n\n

\u00c7a\u011fr\u0131 Y\u00f6nlendirme Sistemi Nedir?<\/strong><\/h2>\n\n\n\n

\u00c7a\u011fr\u0131 y\u00f6nlendirme, \u00f6nceden belirlenmi\u015f kriterlere g\u00f6re gelen \u00e7a\u011fr\u0131lar\u0131 otomatik olarak s\u0131raya sokan ve bir ki\u015fiye ya da gruba da\u011f\u0131tan \u00e7a\u011fr\u0131 y\u00f6netimi \u00f6zelli\u011fidir.<\/p>\n\n\n\n

\u00c7a\u011fr\u0131lar Nas\u0131l Y\u00f6nlendirilir?<\/strong><\/h2>\n\n\n\n
\"\u00e7a\u011fr\u0131<\/figure><\/div>\n\n\n\n

\u00c7a\u011fr\u0131 merkezlerine gelen \u00e7a\u011fr\u0131lar y\u00f6nlendirilirken temel olarak \u00fc\u00e7 basamaktan ge\u00e7er. Bunlar:<\/p>\n\n\n\n

S\u0131n\u0131fland\u0131rma:<\/strong> \u00c7a\u011fr\u0131 y\u00f6nlendirme s\u00fcrecindeki ilk ad\u0131m, aramay\u0131 etkile\u015fimli bir sesli yan\u0131t men\u00fcs\u00fcne veya IVR<\/a>‘ye g\u00f6ndermektir. IVR sistemleri kullan\u0131larak, bir dizi soru ve yan\u0131tlarla arayan\u0131n amac\u0131n\u0131 belirlenebilir ve \u00e7a\u011fr\u0131 s\u0131n\u0131fland\u0131r\u0131labilir.<\/p>\n\n\n\n

S\u0131ralama: <\/strong>\u0130lk a\u015famada arayan taraf\u0131ndan IVR’ye verilen yan\u0131tlar daha sonra s\u0131raya al\u0131nmak \u00fczere otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131c\u0131lar\u0131na (ACD) iletilir. ACD, gelen aramalar\u0131 sorguya, becerilere veya bekleme s\u00fcresine g\u00f6re s\u0131ralar.<\/p>\n\n\n\n

\u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131: <\/strong>\u00c7a\u011fr\u0131lar s\u0131raland\u0131ktan sonraki a\u015fama \u00e7a\u011fr\u0131lar\u0131n ilgili temsilcilere y\u00f6nlendirilmesidir. S\u0131ralama i\u015fleminde de oldu\u011fu gibi \u00e7a\u011fr\u0131lar\u0131n da\u011f\u0131t\u0131m y\u00f6ntemleri \u00e7a\u011fr\u0131 merkezleri taraf\u0131ndan belirlenir ve \u00e7a\u011fr\u0131 en do\u011fru yere aktar\u0131l\u0131r.<\/p>\n\n\n\n

Geli\u015fmi\u015f \u00c7a\u011fr\u0131 Y\u00f6nlendirme Sistemlerinin Faydalar\u0131 Nelerdir?<\/strong><\/h2>\n\n\n\n

Geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemleri, \u015firketiniz ve \u00e7a\u011fr\u0131 merkeziniz i\u00e7in bir\u00e7ok fayda sa\u011flar. Bu faydalar \u015fu \u015fekilde s\u0131ralanabilir:<\/p>\n\n\n\n

1) K\u00fcresel Bir M\u00fc\u015fteri Deste\u011fi<\/strong><\/h3>\n\n\n\n
\"geli\u015fmi\u015f<\/figure><\/div>\n\n\n\n

Global stratejileri olan \u015firketler yapt\u0131klar\u0131 i\u015fi veya sunduklar\u0131 hizmeti lokasyondan ba\u011f\u0131ms\u0131z olarak her m\u00fc\u015fteriye ula\u015ft\u0131rabilmeyi hedefler. Bu hedef pazarlarda farkl\u0131 saha ofisleri a\u00e7arak veya canl\u0131 sohbet, telefon, e-mail vs. arac\u0131l\u0131\u011f\u0131yla 7\/24<\/strong> izlenen \u00e7ok kanall\u0131 m\u00fc\u015fteri deste\u011fi sunarak sa\u011flanabilir. Ayn\u0131 \u015fekilde, uluslararas\u0131 \u00e7a\u011fr\u0131 y\u00f6nlendirme ile gelen aramalar\u0131 uluslararas\u0131 arama \u00fccretleri konusunda endi\u015felenmeden bir konumdan di\u011ferine y\u00f6nlendirebilirsiniz. Ayr\u0131ca, bu aramalar\u0131 gerekti\u011fi gibi belirli ofislere veya birden fazla konuma da y\u00f6nlendirebilirsiniz.<\/p>\n\n\n\n

2) Dengeli \u0130\u015f Da\u011f\u0131l\u0131m\u0131<\/strong><\/h3>\n\n\n\n
\"\u00e7a\u011fr\u0131<\/figure><\/div>\n\n\n\n

Geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemleri ile \u00e7a\u011fr\u0131lar\u0131 temsilciler aras\u0131nda etkin \u015fekilde da\u011f\u0131tabilir ve i\u015f y\u00fck\u00fcn\u00fc \u00e7al\u0131\u015fanlar aras\u0131nda e\u015fit olarak b\u00f6lebilirsiniz. B\u00f6ylelikle, baz\u0131 \u00e7al\u0131\u015fanlar\u0131n bo\u015fta kald\u0131\u011f\u0131, baz\u0131 \u00e7al\u0131\u015fanlar\u0131n ise gere\u011finden fazla i\u015f y\u00fck\u00fc alt\u0131nda kald\u0131\u011f\u0131 durumlar\u0131n \u00f6n\u00fcne ge\u00e7ilir. Bu sayede daha dengeli bir i\u015f da\u011f\u0131l\u0131m\u0131 yaparak verimlili\u011fi artt\u0131rabilirsiniz.<\/p>\n\n\n\n

3) Do\u011fru Y\u00f6nlendirilmi\u015f M\u00fc\u015fteriler<\/strong><\/h3>\n\n\n\n

Geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemlerinde ak\u0131ll\u0131 arama y\u00f6nlendirme ile \u00e7a\u011fr\u0131 sahibine sorular sorularak ki\u015finin arama amac\u0131 belirlenebilir. Ard\u0131ndan, sistem otomatik olarak arayan\u0131 yard\u0131m i\u00e7in do\u011fru departmana veya temsilciye aktar\u0131r. B\u00f6ylelikle m\u00fc\u015fteriler en k\u0131sa yoldan ihtiya\u00e7lar\u0131 olan deste\u011fe an\u0131nda ula\u015ft\u0131r\u0131l\u0131r. Do\u011fru y\u00f6nlendirilmi\u015f m\u00fc\u015fteriler sorunlar\u0131na \u00e7\u00f6z\u00fcm bulduklar\u0131 takdirde memnuniyet oranlar\u0131 da artar.<\/p>\n\n\n\n

4) D\u00fc\u015f\u00fck \u00c7a\u011fr\u0131 Terk Etme Oranlar\u0131<\/strong><\/h3>\n\n\n\n
\"geli\u015fmi\u015f<\/figure><\/div>\n\n\n\n

Geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme ile ayn\u0131 anda birden fazla telefonda aramalar etkili bir \u015fekilde y\u00f6nlendirilebilir. \u00c7a\u011fr\u0131 merkezi temsilcilerinden biri me\u015fgul oldu\u011funda arama bir sonraki hatta ge\u00e7er. B\u00f6ylelikle \u00e7a\u011fr\u0131 sahiplerinin s\u0131rada bekleme s\u00fcreleri azal\u0131r. Buna paralel olarak, \u00e7a\u011fr\u0131 kuyru\u011funda harcanan zaman\u0131n azalmas\u0131yla arama b\u0131rakma olas\u0131l\u0131\u011f\u0131 da azal\u0131r. Yap\u0131lan ara\u015ft\u0131rmalara g\u00f6re t\u00fcketicilerin %90’\u0131<\/a>, \u00e7a\u011fr\u0131lar\u0131na an\u0131nda yan\u0131t almalar\u0131n\u0131n “\u00e7ok \u00f6nemli<\/strong>” oldu\u011funu belirtmektedir. Arayanlar\u0131n sorgular\u0131n\u0131n h\u0131zl\u0131 bir \u015fekilde \u00e7\u00f6z\u00fclmesi m\u00fc\u015fteri memnuniyetinin artmas\u0131n\u0131 sa\u011flar.\u00a0<\/p>\n\n\n\n

5) Ki\u015fiselle\u015ftirilmi\u015f M\u00fc\u015fteri Servisi<\/strong><\/h3>\n\n\n\n

Ki\u015fiselle\u015ftirilmi\u015f m\u00fc\u015fteri hizmetleri, her m\u00fc\u015fteriyle ileti\u015fiminizi \u00f6zelle\u015ftirmenize yard\u0131mc\u0131 olan bir pazarlama tekni\u011fidir. Yap\u0131lan bir ara\u015ft\u0131rmadaki ankete g\u00f6re; kat\u0131lan pazarlamac\u0131lar\u0131n %97’si<\/strong>, ki\u015fiselle\u015ftirme \u00e7abalar\u0131n\u0131n i\u015f sonu\u00e7lar\u0131nda \u00f6l\u00e7\u00fclebilir bir art\u0131\u015f oldu\u011funu bildirdi. Bu noktada m\u00fc\u015fterileri otomatik \u00e7a\u011fr\u0131 y\u00f6nlendirme s\u00fcresince yeni \u00f6zellikler ve hizmetler hakk\u0131nda bilgilendirebilir, hedef kitlenin \u015firket g\u00fcncellemelerinden haberdar olmas\u0131 sa\u011flanabilir. Ayn\u0131 \u015fekilde aranan numaraya g\u00f6re \u00f6nceden belirlenmi\u015f m\u00fc\u015fteri gruplar\u0131 i\u00e7in do\u011fum g\u00fcn\u00fc tebrikleri gibi \u00f6zel mesajlarla m\u00fc\u015fteri servisi ki\u015fiselle\u015ftirilebilir.<\/p>\n\n\n\n

Infoset ile Ak\u0131ll\u0131 \u00c7a\u011fr\u0131 Y\u00f6nlendirme Sistemi<\/strong><\/h2>\n\n\n\n

\u00c7a\u011fr\u0131 y\u00f6nlendirme sistemlerinin y\u00f6netimi zaman zaman \u015firketler i\u00e7in takip edilemez bir hal alabilir. Bu noktada Infoset, IVR men\u00fcler, \u00e7a\u011fr\u0131 kuyruklama ve esnek \u00e7a\u011fr\u0131 y\u00f6nlendirme ile \u015firketiniz i\u00e7in geli\u015fmi\u015f \u00e7a\u011fr\u0131 merkezi y\u00f6netimi sunar. Omni-channel m\u00fc\u015fteri servis sistemi ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinden y\u00f6netebilir, t\u00fcm s\u00fcre\u00e7lerinizi otomatize edebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset’i hemen bug\u00fcn kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"

Bu yaz\u0131m\u0131zda sizlere \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemlerinden ve bu sistemlerin faydalar\u0131ndan bahsedece\u011fiz.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":1049,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[35],"tags":[536,387,915],"yoast_head":"\nGeli\u015fmi\u015f \u00c7a\u011fr\u0131 Y\u00f6nlendirme Sisteminin 5 Faydas\u0131 - Infoset<\/title>\n<meta name=\"description\" content=\"Geli\u015fmi\u015f \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemi nedir? \u00c7a\u011fr\u0131lar nas\u0131l y\u00f6nlendirilir? 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