{"id":1569,"date":"2022-04-21T19:00:00","date_gmt":"2022-04-21T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1569"},"modified":"2022-04-04T10:22:13","modified_gmt":"2022-04-04T07:22:13","slug":"musteri-temsilcileri-icin-onemli-5-metrik","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-temsilcileri-icin-onemli-5-metrik\/","title":{"rendered":"M\u00fc\u015fteri Temsilcileri i\u00e7in En \u00d6nemli 5 Metrik"},"content":{"rendered":"\n<p>Markalar\u0131n m\u00fc\u015fterileriyle en \u00f6nemli temas noktalar\u0131ndan olan \u00e7a\u011fr\u0131 merkezlerinde m\u00fc\u015fteri temsilcilerinin dikkat etmeleri gereken baz\u0131 metrikler vard\u0131r. Bu metrikler m\u00fc\u015fteri temsilcilerinin performanslar\u0131n\u0131n \u00f6l\u00e7\u00fclmesi ve m\u00fc\u015fterilere daha kaliteli bir hizmet sunulabilmesi a\u00e7\u0131s\u0131ndan b\u00fcy\u00fck \u00f6nem ta\u015f\u0131r. Peki, m\u00fc\u015fteri temsilcileri i\u00e7in olduk\u00e7a \u00f6nemli olan bu metrikler nelerdir?<\/p>\n\n\n\n<h2><strong>1) M\u00fc\u015fteri Efor Puan\u0131<\/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\/04\/5-customer-represantaives-metrics-1024x683.jpg\" alt=\"m\u00fc\u015fteri temsilcileri\" class=\"wp-image-1564\" width=\"552\" height=\"368\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-770x515.jpg 770w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantaives-metrics-770x515@2x.jpg 1540w\" sizes=\"(max-width: 552px) 100vw, 552px\" \/><\/figure><\/div>\n\n\n\n<p>Customer Effort Score (CES), T\u00fcrk\u00e7e kar\u015f\u0131l\u0131\u011f\u0131 ile \u2018M\u00fc\u015fteri Efor Puan\u0131\u2019, m\u00fc\u015fterilerin \u015firketlerin sundu\u011fu deste\u011fe ula\u015fmak ve sorunlar\u0131na \u00e7\u00f6z\u00fcm bulmak i\u00e7in harcad\u0131\u011f\u0131 eforu \u00f6l\u00e7en bir metriktir. Bu \u00f6l\u00e7ekteki mant\u0131k, m\u00fc\u015fterinin i\u015f yap\u0131lmas\u0131 daha kolay olan markalara daha sad\u0131k olaca\u011f\u0131d\u0131r. T\u00fcm bunlar g\u00f6z \u00f6n\u00fcnde bulunduruldu\u011funda \u00e7a\u011fr\u0131 merkezlerinde \u00e7al\u0131\u015fan ve ba\u015far\u0131l\u0131 bir performans sunmak isteyen m\u00fc\u015fteri temsilcilerinin m\u00fc\u015fteri efor puan\u0131n\u0131n minimum olmas\u0131 beklenir.&nbsp;<\/p>\n\n\n\n<h2><strong>2) Net Promosyoncu Puan\u0131<\/strong><\/h2>\n\n\n\n<p>Net Promoter Score (NPS), markalar\u0131n m\u00fc\u015fteri ili\u015fkilerindeki sadakati dolayl\u0131 olarak da m\u00fc\u015fterilerin memnuniyetini \u00f6l\u00e7meye yarayan bir anket \u00e7e\u015fididir. Net promosyoncu puan\u0131 sorulan \u201cBizi bir arkada\u015f\u0131n\u0131z veya i\u015f partnerinize tavsiye etme ihtimaliniz nedir?\u201d sorusuna verilen cevaplar \u00fczerinden hesaplan\u0131r. Bu soruda puanlama \u00e7o\u011funlukla 1-10 skalas\u0131 ile yap\u0131l\u0131r. Soruyu 0-6 puan ile cevaplayan ki\u015filer \u2018cayd\u0131r\u0131c\u0131 \u2019ve 9-10 ile cevaplayanlar ise \u2018te\u015fvik edici\u2019 olarak adland\u0131r\u0131l\u0131r. NPS de\u011feri de&nbsp; te\u015fvik edicilerin y\u00fczdesinden cayd\u0131r\u0131c\u0131lar\u0131n y\u00fczdesi \u00e7\u0131kar\u0131larak elde edilir.<\/p>\n\n\n\n<h2><strong>3) \u00c7\u00f6z\u00fcmleme Oran\u0131<\/strong><\/h2>\n\n\n\n<p>\u00c7\u00f6z\u00fcmleme oran\u0131, belirli bir s\u00fcre i\u00e7inde bir m\u00fc\u015fteri temsilcisine atanan <a href=\"https:\/\/infoset.app\/blog\/tr\/ticket-sistemi-nedir-hangi-alanlarda-kullanilir\/\" target=\"_blank\" rel=\"noreferrer noopener\">ticket<\/a> say\u0131s\u0131n\u0131 bunlardan ka\u00e7 tanesinin \u00e7\u00f6z\u00fcld\u00fc\u011f\u00fc ile kar\u015f\u0131la\u015ft\u0131ran bir \u00f6l\u00e7\u00fcmd\u00fcr. \u00c7\u00f6z\u00fcmleme oran\u0131, m\u00fc\u015fteri temsilcilerini m\u00fc\u015fteri sorunlar\u0131n\u0131 ne kadar iyi \u00e7\u00f6zd\u00fcklerine g\u00f6re s\u0131ralamak ve m\u00fc\u015fteri hizmetleri organizasyonunun genel etkinli\u011fini belirlemek i\u00e7in kullan\u0131l\u0131r. \u00c7\u00f6z\u00fcm oran\u0131n\u0131z\u0131 bilmek, ayn\u0131 zamanda sorun \u00e7\u00f6z\u00fcm\u00fc i\u00e7in m\u00fc\u015fterilerinizle belirli bir derece veya zaman \u00e7er\u00e7evesi vaat eden bir s\u00f6zle\u015fme olan hizmet d\u00fczeyi s\u00f6zle\u015fmenizi (<a href=\"https:\/\/infoset.app\/blog\/tr\/sla-nedir-sla-sure-takibi-nasil-yapilir\/\" target=\"_blank\" rel=\"noreferrer noopener\">SLA<\/a>) kar\u015f\u0131lay\u0131p kar\u015f\u0131lamad\u0131\u011f\u0131n\u0131z\u0131 bilmenize de yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<h2><strong>4) M\u00fc\u015fteri Memnuniyeti Puan\u0131<\/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\/04\/5-customer-represantatives-metric-1024x683.jpg\" alt=\"m\u00fc\u015fteri temsilcileri\" class=\"wp-image-1565\" width=\"554\" height=\"369\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-1536x1025.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-370x245.jpg 370w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-1024x683@2x.jpg 2048w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/5-customer-represantatives-metric-370x245@2x.jpg 740w\" sizes=\"(max-width: 554px) 100vw, 554px\" \/><\/figure><\/div>\n\n\n\n<p><a href=\"https:\/\/infoset.app\/blog\/tr\/musteri-memnuniyeti-nedir-nasil-olculur\/\" target=\"_blank\" rel=\"noreferrer noopener\">M\u00fc\u015fteri Memnuniyeti<\/a> Puan\u0131 (CSAT), m\u00fc\u015fterilerin ald\u0131klar\u0131 hizmetten memnuniyetini \u00f6l\u00e7er. M\u00fc\u015fteri temsilcileri ve \u00e7a\u011fr\u0131 merkezlerinden elde edilen t\u00fcm deneyimler g\u00f6z \u00f6n\u00fcnde bulundurularak m\u00fc\u015fterilerden memnuniyetlerini derecelendirmeleri istenir. CSAT ile m\u00fc\u015fteri geri bildirimi, hi\u00e7 memnun olmayandan \u00e7ok memnun olana do\u011fru 4, 5 ve 10 puanl\u0131k bir \u00f6l\u00e7ekte ger\u00e7ekle\u015fir. Anket sonucunun hesaplanabilmesi i\u00e7in kat\u0131l\u0131mc\u0131 say\u0131s\u0131 t\u00fcm kat\u0131l\u0131mc\u0131lar\u0131n say\u0131s\u0131na b\u00f6l\u00fcn\u00fcr ve sonu\u00e7 100 ile \u00e7arp\u0131l\u0131r.\u00a0<\/p>\n\n\n\n<h2><strong>5) M\u00fc\u015fteri Terk Oran\u0131<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri terk oran\u0131, belirli bir zaman aral\u0131\u011f\u0131ndaki m\u00fc\u015fteri kayb\u0131 y\u00fczdesidir. \u2018\u2018M\u00fc\u015fteriler neden art\u0131k sizi tercih etmiyor? M\u00fc\u015fteri say\u0131s\u0131nda neden azalma oluyor?\u2019\u2019 gibi sorular\u0131n cevab\u0131 ve terk sebepleri anketler ile belirlenebilir. M\u00fc\u015fteri temsilcilerinin m\u00fc\u015fteri memnuniyetini sa\u011flad\u0131\u011f\u0131 ve m\u00fc\u015fterilere kaliteli bir deneyim sundu\u011fu \u015firketlerde <a href=\"https:\/\/infoset.app\/blog\/tr\/musteri-kaybinin-sebeplerini-analiz-etmek-icin-4-temel-taktik\/\" target=\"_blank\" rel=\"noreferrer noopener\">terk oran\u0131<\/a> d\u00fc\u015f\u00fck oldu\u011fu gibi sat\u0131\u015f oran\u0131 da y\u00fcksektir. Bu nedenle m\u00fc\u015fteri temsilcileri, m\u00fc\u015fteri terk oranlar\u0131ndaki sebepleri de\u011ferlendirerek performanslar\u0131 hakk\u0131nda \u00f6l\u00e7\u00fcmlerde bulunabilirler.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetlerinin Kolay Adresi: Infoset<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri temsilcilerinin performanslar\u0131n\u0131n \u00f6l\u00e7\u00fclmesi i\u00e7in dikkat edilmesi gereken bir\u00e7ok \u00f6nemli metrik vard\u0131r. T\u00fcm bu metriklerin \u015firketler taraf\u0131ndan takip edilmesi kimi zaman komplike bir s\u00fcre\u00e7 haline gelebilir. Infoset ile bu \u00e7al\u0131\u015fma s\u00fcre\u00e7lerini otomatize ederek zamandan ve maliyetten tasarruf sa\u011flayabilirsiniz. Infoset&#8217;in ak\u0131ll\u0131 raporlama \u00f6zellikleri sayesinde sat\u0131\u015f ve destek ekiplerinizi anl\u0131k olarak izlerken ayn\u0131 zamanda ekiplerinizin hangi alanlarda geli\u015fim g\u00f6sterebilece\u011fini de g\u00f6rebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset\u2019i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/tr\/\" target=\"_blank\" rel=\"noreferrer noopener\">kullanmaya ba\u015flay\u0131n<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p> Bu yaz\u0131m\u0131zda sizlere m\u00fc\u015fteri temsilcilerinin dikkatle takip etmesi gereken metiklerden bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1563,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[483,808,1054],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Temsilcileri i\u00e7in En \u00d6nemli 5 Metrik - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri temsilcileri i\u00e7in bilinmesi gereken metrikler nelerdir? 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