{"id":1273,"date":"2022-02-10T19:00:00","date_gmt":"2022-02-10T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1273"},"modified":"2022-02-07T14:35:30","modified_gmt":"2022-02-07T11:35:30","slug":"cagri-merkezlerinde-basari-orani-nasil-arttirilir","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/cagri-merkezlerinde-basari-orani-nasil-arttirilir\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezlerinde Ba\u015far\u0131 Oran\u0131 Nas\u0131l Art\u0131r\u0131l\u0131r?"},"content":{"rendered":"\n<p>M\u00fc\u015fterilerle olan ileti\u015fimin etkili \u015fekilde s\u00fcrd\u00fcr\u00fclmesi ve m\u00fc\u015fteri memnuniyetinin sa\u011flanmas\u0131nda \u00e7a\u011fr\u0131 merkezlerinin ba\u015far\u0131s\u0131 olduk\u00e7a kritik bir fakt\u00f6rd\u00fcr. Peki, \u00e7a\u011fr\u0131 merkezlerinin ba\u015far\u0131 oran\u0131 nelere ba\u011fl\u0131d\u0131r? Bu ba\u015far\u0131 oran\u0131 nas\u0131l art\u0131r\u0131l\u0131r? <\/p>\n\n\n\n<h2><strong>\u00c7a\u011fr\u0131 Merkezlerinde Ba\u015far\u0131 Kriterleri Nelerdir?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--1024x682.jpg\" alt=\"ba\u015far\u0131 oran\u0131, \u00e7a\u011fr\u0131 merkezi\" class=\"wp-image-1280\" width=\"605\" height=\"402\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--1024x682.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-.jpg 1250w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg--370x245@2x.jpg 740w\" sizes=\"(max-width: 605px) 100vw, 605px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteriler \u00e7a\u011fr\u0131 merkezlerine bir sorun ya da talep ile ba\u015fvurduklar\u0131nda temsilcilerden en h\u0131zl\u0131 ve etkili bi\u00e7imde yan\u0131t almay\u0131 bekler. \u00c7a\u011fr\u0131 merkezlerinin ba\u015far\u0131 oranlar\u0131 m\u00fc\u015fteri memnuniyetiyle do\u011frudan ili\u015fkili oldu\u011fundan bu beklentilerin kar\u015f\u0131lanmas\u0131 \u00f6nemlidir. Peki, bir \u00e7a\u011fr\u0131 merkezinin ba\u015far\u0131s\u0131 nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr? <\/p>\n\n\n\n<p>Bu sorunun cevab\u0131 ise \u015firketler taraf\u0131ndan belirlenen metriklerde aranmal\u0131d\u0131r. Her i\u015fletmenin vizyon ve misyonu oldu\u011fundan kendi \u00e7a\u011fr\u0131 merkezlerinin performanslar\u0131n\u0131 \u00f6l\u00e7mek ve ba\u015far\u0131lar\u0131n\u0131 de\u011ferlendirmek i\u00e7in kullanacaklar\u0131 metrikler de de\u011fi\u015fkenlik g\u00f6sterebilir. En s\u0131k kullan\u0131lan ba\u015far\u0131 metrikleri \u015fu \u015fekilde listelenebilir:<\/p>\n\n\n\n<ul><li>Cevaplama s\u00fcreleri,<\/li><li>\u00c7a\u011fr\u0131 kalitesi,<\/li><li>Ortalama \u00e7a\u011fr\u0131 s\u00fcresi,<\/li><li>\u00c7\u00f6z\u00fcm s\u00fcresi,<\/li><li>M\u00fc\u015fteri memnuniyeti.<\/li><\/ul>\n\n\n\n<h2><strong>\u00c7a\u011fr\u0131 Merkezlerinde Ba\u015far\u0131 Oran\u0131 Nas\u0131l Art\u0131r\u0131l\u0131r?<\/strong><\/h2>\n\n\n\n<p>Belirlenen metriklere g\u00f6re performans ve ba\u015far\u0131 \u00f6l\u00e7\u00fcm\u00fc yap\u0131lan \u00e7a\u011fr\u0131 merkezlerinde mevcut ba\u015far\u0131y\u0131 geli\u015ftirmek art\u0131rmak i\u00e7in kullan\u0131labilecek baz\u0131 y\u00f6ntemler vard\u0131r. Bu y\u00f6ntemler a\u015fa\u011f\u0131da belirtildi\u011fi gibidir.<\/p>\n\n\n\n<h3><strong>1) Yapay Zekadan Yard\u0131m Al\u0131n<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-1024x683.jpg\" alt=\"\u00e7a\u011fr\u0131 merkezi, ba\u015far\u0131 oran\u0131, yapay zeka\" class=\"wp-image-1282\" width=\"557\" height=\"371\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center-370x245@2x.jpg 740w\" sizes=\"(max-width: 557px) 100vw, 557px\" \/><\/figure><\/div>\n\n\n\n<p>San\u0131lan\u0131n aksine yapay zeka, m\u00fc\u015fteri hizmetleri temsilcisinin performans\u0131n\u0131 art\u0131rmak i\u00e7in kullan\u0131l\u0131r, yani onlar\u0131n yerini almaz. \u00c7a\u011fr\u0131 merkezlerinin ba\u015far\u0131 oranlar\u0131n\u0131 art\u0131rmada da izlenebilecek en verimli yollardan biri yapay zekan\u0131n \u00fcr\u00fcnlerinden faydalanmakt\u0131r. Canl\u0131 \u00e7a\u011fr\u0131 rehberli\u011fi ve operasyonel zeka gibi teknolojiler temsilcilerin performanslar\u0131n\u0131 art\u0131r\u0131rken, m\u00fc\u015fteri memnuniyetine de katk\u0131 sundu\u011fundan \u00e7a\u011fr\u0131 merkezlerin ba\u015far\u0131 oranlar\u0131n\u0131 art\u0131rmak i\u00e7in kullan\u0131labilir.<\/p>\n\n\n\n<h3><strong>2) Omnichannel \u00d6zelli\u011finden Faydalan\u0131n<\/strong><\/h3>\n\n\n\n<p>Yap\u0131lan bir <a href=\"https:\/\/www.verint.com\/Assets\/resources\/resource-types\/analyst-documents\/the-intelligent-contact-center-use-data-to-drive-efficiency-and-maximize-customer-experiences.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">ara\u015ft\u0131rmaya<\/a> g\u00f6re <strong>\u00e7a\u011fr\u0131 merkezlerinin %55\u2019i<\/strong> m\u00fc\u015fteri deneyimi (CX) programlar\u0131nda en az yedi farkl\u0131 kanal kullan\u0131yor. Ancak bu merkezlerden yaln\u0131zca <strong>%13\u2019\u00fc<\/strong> m\u00fc\u015fteri etkile\u015fimlerini y\u00f6netmek i\u00e7in verileri kullanma yeteneklerinden tamamen memnun. Bu noktada t\u00fcm kanallar\u0131n tek bir platformdan y\u00f6netimini sa\u011flayan <a href=\"https:\/\/infoset.app\/blog\/tr\/omnichannel-cagri-merkezi-nedir-faydalari-neler\/\" target=\"_blank\" rel=\"noreferrer noopener\">omnichannel<\/a> sistemlerinin bu merkezlere entegrasyonu temsilcilerin veri takibini kolayla\u015ft\u0131racakt\u0131r. Bunlar\u0131n yan\u0131nda m\u00fc\u015fterilere sa\u011flanan esnek ve ki\u015fiselle\u015ftirilmi\u015f hizmet imkan\u0131 memnuniyeti art\u0131rarak \u00e7a\u011fr\u0131 merkezinin ba\u015far\u0131s\u0131na olumlu y\u00f6nde katk\u0131 sa\u011flayacakt\u0131r.&nbsp;<\/p>\n\n\n\n<h3><strong>3) M\u00fc\u015fteri Deneyimini Merkeze Al\u0131n<\/strong><\/h3>\n\n\n\n<p>M\u00fc\u015fteri memnuniyetinin i\u015fletmelerin ba\u015far\u0131s\u0131 ve gelecekteki devaml\u0131l\u0131klar\u0131 i\u00e7in olduk\u00e7a \u00f6nemli oldu\u011fu bilinen bir ger\u00e7ektir. \u00c7a\u011fr\u0131 merkezlerinde de ba\u015far\u0131 oran\u0131n\u0131n art\u0131r\u0131labilmesi i\u00e7in m\u00fc\u015fteri deneyiminin optimize edilmesi gerekir. <\/p>\n\n\n\n<p>Etkili bir \u00e7a\u011fr\u0131 y\u00f6nlendirme ve kuyruklama ile \u00e7a\u011fr\u0131 bekleme s\u00fcreleri k\u0131salt\u0131labilir, toplanan detayl\u0131 bilgiler ile m\u00fc\u015fterilere ki\u015fisel bir deneyim sunulabilir. D\u00fczenli olarak toplanan geri bildirimler ile de m\u00fc\u015fterilerin gelecekte yararlanacaklar\u0131 hizmetler geli\u015ftirilebilir. T\u00fcm bunlar m\u00fc\u015fteri deneyiminin iyile\u015ftirilerek memnuniyetin kazan\u0131lmas\u0131n\u0131 ve dolay\u0131s\u0131yla \u00e7a\u011fr\u0131 merkezlerinde ba\u015far\u0131 oranlar\u0131n\u0131n art\u0131r\u0131lmas\u0131n\u0131 sa\u011flar.<\/p>\n\n\n\n<h3><strong>4) G\u00fc\u00e7l\u00fc Bir Ekip Olu\u015fturun<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-1024x683.jpg\" alt=\"sat\u0131\u015f, ba\u015far\u0131 oran\u0131, \u00e7a\u011fr\u0131 merkezi\" class=\"wp-image-1281\" width=\"572\" height=\"381\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/02\/success-rate-in-call-center.jpg-370x245@2x.jpg 740w\" sizes=\"(max-width: 572px) 100vw, 572px\" \/><\/figure><\/div>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezlerinde ba\u015far\u0131 oranlar\u0131n\u0131 art\u0131rmak i\u00e7in yap\u0131lmas\u0131 gerekenler aras\u0131nda g\u00fc\u00e7l\u00fc bir ekip olu\u015fturmak kritik bir \u00f6neme sahiptir. Burada g\u00fc\u00e7l\u00fc bir ekipten kas\u0131t, m\u00fc\u015fteri temsilcilerinden y\u00f6neticilere i\u015finde yetkin ve marka de\u011ferlerini benimsemi\u015f \u00e7al\u0131\u015fanlard\u0131r. <\/p>\n\n\n\n<p>\u0130\u015fe al\u0131m s\u00fcre\u00e7lerinden ba\u015flayarak ihtiya\u00e7 duyulan pozisyonlar i\u00e7in gerekli yetkinliklere sahip \u00e7al\u0131\u015fanlar\u0131n ekibe dahil edilmesi, oryantasyon faaliyetlerinin yak\u0131ndan takip edilmesi ve zaman zaman uygun e\u011fitimlerle g\u00fcncel trendlerin yakalanmas\u0131 gereklidir. T\u00fcm bunlar g\u00fc\u00e7l\u00fc bir ekip olu\u015fturulmas\u0131na yard\u0131mc\u0131 olarak y\u00fcksek performans\u0131 ve ba\u015far\u0131y\u0131 da beraberinde getirir.\u00a0<\/p>\n\n\n\n<h2><strong>Ba\u015far\u0131l\u0131 \u00c7a\u011fr\u0131 Merkezlerinin Adresi: Infoset<\/strong><\/h2>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezlerinde ba\u015far\u0131 oranlar\u0131n\u0131n art\u0131r\u0131lmas\u0131 \u00f6zenli planlama ve yat\u0131r\u0131m gerektiren bir s\u00fcre\u00e7tir. Infoset ile bu zorlay\u0131c\u0131 s\u00fcreci otomatize ederek zamandan ve maliyetten tasarruf sa\u011flayabilirsiniz. \u00c7a\u011fr\u0131 kuyruklama, y\u00f6nlendirme ve derecelendirme gibi \u00f6zellikler ile \u00e7a\u011fr\u0131 merkezlerinizin m\u00fc\u015fteri memnuniyetini art\u0131rarak ba\u015far\u0131y\u0131 yakalayabilirsiniz. Omnichannel 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&#8217;i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/blog\/tr\/\" target=\"_blank\" rel=\"noreferrer noopener\">kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/infoset.app\/tr\/signup?utm_source=blog\" target=\"_blank\" rel=\"noopener\"><img width=\"1440\" height=\"520\" src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/09\/blogCta_tr-1.png\" alt=\"\" class=\"wp-image-350\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Bu yaz\u0131m\u0131zda sizlere \u00e7a\u011fr\u0131 merkezlerinin ba\u015far\u0131 kriterlerinden ve ba\u015far\u0131 oranlar\u0131n\u0131 art\u0131rman\u0131n yollar\u0131ndan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1283,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[35],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00c7a\u011fr\u0131 Merkezlerinde Ba\u015far\u0131 Oran\u0131 Nas\u0131l Art\u0131r\u0131l\u0131r? - Infoset<\/title>\n<meta name=\"description\" content=\"\u00c7a\u011fr\u0131 merkezlerinin ba\u015far\u0131 oran\u0131 nelere ba\u011fl\u0131d\u0131r? 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