{"id":1502,"date":"2022-04-12T19:00:00","date_gmt":"2022-04-12T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1502"},"modified":"2022-04-04T10:29:44","modified_gmt":"2022-04-04T07:29:44","slug":"musteri-hizmetleri-ekibi-performans-artirmak-icin-5-yol","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-hizmetleri-ekibi-performans-artirmak-icin-5-yol\/","title":{"rendered":"M\u00fc\u015fteri Hizmetleri Ekibinin Performans\u0131n\u0131 Art\u0131rmak \u0130\u00e7in \u0130zlemeniz Gereken 5 Yol"},"content":{"rendered":"\n<p>M\u00fc\u015fteri hizmetleri ekipleri, m\u00fc\u015fterilerin markalar ile yolculuklar\u0131nda olumlu bir deneyim ya\u015fayabilmeleri i\u00e7in olduk\u00e7a \u00f6nemli bir role sahiptir. M\u00fc\u015fteri deneyiminde ba\u015far\u0131l\u0131 sonu\u00e7lara ula\u015fabilmek i\u00e7in m\u00fc\u015fteri hizmetleri ekiplerinin optimum \u015fekilde performans g\u00f6stermeleri gereklidir. Peki, m\u00fc\u015fteri hizmetleri ekibinin performans\u0131 nas\u0131l artt\u0131r\u0131l\u0131r? <\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetleri Ekipleri Hakk\u0131nda<\/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\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-3-1024x521.jpg\" alt=\"m\u00fc\u015fteri hizmetleri ekibi\" class=\"wp-image-1498\" width=\"619\" height=\"314\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-3-1024x521.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-3-300x153.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-3-1536x781.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-3-1024x521@2x.jpg 2048w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-3-300x153@2x.jpg 600w\" sizes=\"(max-width: 619px) 100vw, 619px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri hizmetleri ekibi m\u00fc\u015fterilerin yard\u0131ma ihtiya\u00e7 duydu\u011fu her an onlara rehberlik eder. \u015eirketlerin m\u00fc\u015fterileri ile temas noktalar\u0131ndan oldu\u011fundan bu ekiplerin ayn\u0131 zamanda markan\u0131n imaj\u0131n\u0131 da temsil eder.&nbsp;<\/p>\n\n\n\n<p>M\u00fc\u015fterilerin beklentilerinin kar\u015f\u0131lan\u0131p deneyimlerinin daha kaliteli hale getirilmesinde bu ekiplerin etkisi olduk\u00e7a b\u00fcy\u00fckt\u00fcr. Yap\u0131lan <a href=\"https:\/\/www.comm100.com\/resources\/infographic\/millennials-prefer-live-chat-speed-convenience\/\" target=\"_blank\" rel=\"noreferrer noopener\">ara\u015ft\u0131rmalara<\/a> g\u00f6re; <strong>m\u00fc\u015fterilerin %71\u2019i, <\/strong>bir hizmet ekibinden h\u0131zl\u0131 yan\u0131t alman\u0131n m\u00fc\u015fteri deneyimlerini \u00f6nemli \u00f6l\u00e7\u00fcde iyile\u015ftirebilece\u011fine inan\u0131yor. Bu veriler g\u00f6z \u00f6n\u00fcnde bulunduruldu\u011funda, \u015firketlerin m\u00fc\u015fteri deneyimlerini bir \u00fcst seviyeye ta\u015f\u0131yabilmeleri i\u00e7in \u00f6ncelikle m\u00fc\u015fteri hizmetleri ekiplerinin performanslar\u0131n\u0131 geli\u015ftirmeleri gerekiyor.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetleri Ekibinin Performans\u0131 Nas\u0131l Artt\u0131r\u0131l\u0131r?&nbsp;<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri deneyimi \u00fczerinde olduk\u00e7a kritik \u00f6neme sahip ekiplerin performanslar\u0131 \u015firketlerin ba\u015far\u0131lar\u0131yla dolayl\u0131 olarak ili\u015fkilendirilebilir. Bu ekiplerin performanslar\u0131n\u0131n art\u0131r\u0131l\u0131p ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri deneyimi olu\u015fturulabilmesi i\u00e7in izlenebilecek birka\u00e7 y\u00f6ntem vard\u0131r. Bunlar:<\/p>\n\n\n\n<h3><strong>1) M\u00fc\u015fterilerin Beklentilerini Anlay\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\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1024x683.jpg\" alt=\"m\u00fc\u015fteri hizmetleri ekibi\" class=\"wp-image-1492\" width=\"516\" height=\"344\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-770x515.jpg 770w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team.jpg 1719w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-770x515@2x.jpg 1540w\" sizes=\"(max-width: 516px) 100vw, 516px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri hizmetleri ekiplerinin performanslar\u0131n\u0131 art\u0131rmak i\u00e7in izlenecek en temel yollardan biri m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131n\u0131 ve beklentilerini en do\u011fru \u015fekilde analiz etmektir. M\u00fc\u015fteri hizmetleri ekibinin att\u0131\u011f\u0131 her ad\u0131m m\u00fc\u015fterinin ihtiya\u00e7lar\u0131na dayal\u0131 olmal\u0131d\u0131r. Bu ihtiya\u00e7lar\u0131n tam olarak ne oldu\u011funu anlamak, \u015firketlerin hizmet stratejilerini y\u00f6nlendirmelerine yard\u0131mc\u0131 olacakt\u0131r. Bu noktada anket, e-posta veya telefon g\u00f6r\u00fc\u015fmesi gibi yollarla m\u00fc\u015fteriler ile etkile\u015fim sa\u011flanarak onlar\u0131n beklentileri \u00f6\u011frenilebilir ve bu verilere g\u00f6re uygun stratejiler geli\u015ftirilebilir. Do\u011fru ve hedefe y\u00f6nelik stratejiler sayesinde m\u00fc\u015fteri hizmetleri ekiplerinin performanslar\u0131 artar.<\/p>\n\n\n\n<h3><strong>2) En Uygun KPI\u2019lar\u0131 Belirleyin<\/strong><\/h3>\n\n\n\n<p>KPI, bir \u015firketin ya da ekiplerinin faaliyetlerinde sa\u011flanan ba\u015far\u0131 derecesi hakk\u0131nda veriler olu\u015fturan bir t\u00fcr performans \u00f6l\u00e7\u00fcm\u00fcd\u00fcr.  Ekiplerin performanslar\u0131n\u0131 \u00f6l\u00e7erken ve bu performanslar\u0131n geli\u015fimlerini takip ederken do\u011fru KPI\u2019lar\u0131n kullan\u0131lmas\u0131 olduk\u00e7a \u00f6nemlidir. Bu KPI\u2019lardan baz\u0131lar\u0131 \u015funlard\u0131r;<\/p>\n\n\n\n<ul><li>M\u00fc\u015fteri Memnuniyeti Puanlar\u0131 (CSAT),<\/li><li>Olumsuz Yan\u0131t Oran\u0131 (NRR),<\/li><li>\u0130lk Temas \u00c7\u00f6z\u00fcm\u00fc (FCR)<\/li><li>Ortalama \u00c7\u00f6z\u00fcn\u00fcrl\u00fck S\u00fcresi (ART)<\/li><li>\u00c7al\u0131\u015fan ba\u011fl\u0131l\u0131\u011f\u0131. Bu gibi KPI\u2019lar hizmet ekiplerinin performanslar\u0131n takip edilmesinde kullan\u0131labilecek olduk\u00e7a pop\u00fcler performans \u00f6l\u00e7\u00fcm y\u00f6ntemlerindendir.<\/li><\/ul>\n\n\n\n<h3><strong>3) Otomasyonlar\u0131n G\u00fcc\u00fcnden Yararlan\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\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-1024x682.jpg\" alt=\"m\u00fc\u015fteri hizmetleri ekibi\" class=\"wp-image-1494\" width=\"529\" height=\"352\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-1024x682.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1.jpg 1667w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/03\/5-tips-to-improve-the-performance-of-your-customer-services-team-1-370x245@2x.jpg 740w\" sizes=\"(max-width: 529px) 100vw, 529px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri hizmetlerinde tekrarlayan s\u00fcre\u00e7leri optimize etmek bu ekiplere zaman kazand\u0131r\u0131rken hata oranlar\u0131n\u0131 minimize eder. Bu tekrarlayan g\u00f6revleri otomatize etmek, e\u011filimleri hesaplamak veya raporlarlama s\u00fcre\u00e7lerini otomatik hale getirebilmek i\u00e7in \u00e7e\u015fitli <a href=\"https:\/\/infoset.app\/tr\/features\/automations\">otomasyonlardan<\/a> yararlan\u0131labilir. B\u00f6ylelikle dijital d\u00f6n\u00fc\u015f\u00fcm sayesinde kazan\u0131lan zaman, verileri de\u011ferlendirmek veya m\u00fc\u015fteri sorunlar\u0131n\u0131 \u00e7\u00f6zmek gibi daha \u00f6nemli g\u00f6revlere y\u00f6nlendirilebilir. Bu sayede ekibin verimlili\u011finin ve dolay\u0131s\u0131yla da performans\u0131n\u0131n artmas\u0131 sa\u011flanabilir.<\/p>\n\n\n\n<h3><strong>4) Ekip i\u00e7in Hedef ve Standartlar\u0131 Belirleyin<\/strong><\/h3>\n\n\n\n<p>Yap\u0131lacak g\u00f6revler, projeler ya da sunulacak hizmetler i\u00e7in en ba\u015fta tan\u0131mlar, hedefler ve standartlardan olu\u015fan bir \u00e7er\u00e7eve belirlemek gerekir. B\u00f6ylece, ekipteki her bir \u00e7al\u0131\u015fan\u0131n olaylara ayn\u0131 perspektiften bakmas\u0131 sa\u011flan\u0131r. Ekip i\u00e7inde olu\u015fturulan birlik ile hedeflere ula\u015f\u0131lmas\u0131 daha \u00e7ok kolayla\u015f\u0131r. Bu noktada performanslar\u0131 takip edebilmek i\u00e7in hedeflerin yakla\u015f\u0131lma oranlar\u0131 incelenebilir, sunulan hizmetlerin kalitesinin de\u011ferlendirilmesinde de \u00f6nceden belirlenen standartlardan yard\u0131m al\u0131nabilir.&nbsp;<\/p>\n\n\n\n<h3><strong>5) Omnichannel Sistemlerini Kullan\u0131n<\/strong><\/h3>\n\n\n\n<p>G\u00fcn\u00fcm\u00fcz\u00fcn dijital d\u00fcnyas\u0131nda kolay eri\u015filebilirlik duygusu yaratmak \u00f6nemlidir. Bu eri\u015filebilirli\u011fi yaratman\u0131n ilk ad\u0131m\u0131, m\u00fc\u015fterilerin nereden yard\u0131m aramay\u0131 tercih etti\u011fini bulmak ve hizmet ekiplerinin faaliyetlerini bu kanallara odaklamakt\u0131r. M\u00fc\u015fterinin deneyimini daha kolay ve h\u0131zl\u0131 hale getirmek i\u00e7in e-posta, Facebook, WhatsApp ve Twitter gibi se\u00e7enekler de\u011ferlendirilebilir, bu kanallar\u0131n bir arada y\u00f6netilebilmesi i\u00e7in de <a href=\"https:\/\/infoset.app\/blog\/tr\/omnichannel-cagri-merkezi-nedir-faydalari-neler\/\" target=\"_blank\" rel=\"noreferrer noopener\">omnichannel<\/a> sistemlerinden faydalan\u0131labilir.<\/p>\n\n\n\n<h2><strong>Performans Optimizasyonun Kolay Adresi: Infoset<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri hizmetleri ekiplerinin performanslar\u0131n\u0131n detayl\u0131 \u015fekilde takip edilmesi ve geli\u015ftirilmesi kimi \u015firketler i\u00e7in zaman alan komplike s\u00fcre\u00e7lerdir. Infoset ile bu s\u00fcre\u00e7leri otomatize ederek kolayla\u015ft\u0131rabilir, zamandan ve maliyetten tasarruf sa\u011flayabilirsiniz. Infoset sundu\u011fu otomasyonlar, omnichannel sistemleri gibi hizmetlerle ekiplerinizin verimlili\u011fini art\u0131r\u0131r. Ayn\u0131 zamanda ak\u0131ll\u0131 raporlama \u00f6zelli\u011fi ile hizmet ekiplerinizin performanslar\u0131n\u0131 anl\u0131k olarak izlemenizi sa\u011flarken, ekiplerinizin hangi alanlarda geli\u015fme g\u00f6sterebilece\u011fini de sunar. M\u00fc\u015fteri hizmetleri ekiplerinizin performans\u0131n\u0131 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\/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 m\u00fc\u015fteri hizmetleri ekiplerinden ve bu ekiplerin performanslar\u0131n\u0131 art\u0131rma yollar\u0131ndan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1496,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[483,858,1033],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Hizmetleri Ekibinin Performans\u0131n\u0131 Art\u0131rmak \u0130\u00e7in \u0130zlemeniz Gereken 5 Yol - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri hizmetlerinde yararlan\u0131labilecek KPI\u2019lar neler? 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