{"id":1659,"date":"2022-05-10T19:00:00","date_gmt":"2022-05-10T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1659"},"modified":"2022-04-27T12:12:46","modified_gmt":"2022-04-27T09:12:46","slug":"ivr-nedir-musteri-temsilcilerini-nasil-etkiler","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/ivr-nedir-musteri-temsilcilerini-nasil-etkiler\/","title":{"rendered":"IVR (Sesli Yan\u0131t Sistemi) Nedir? M\u00fc\u015fteri Temsilcilerini Nas\u0131l Etkiler?"},"content":{"rendered":"\n<p>\u0130\u015fletmelerin ba\u015far\u0131lar\u0131n\u0131 \u00f6l\u00e7mede olduk\u00e7a \u00f6nemli bir metrik olan m\u00fc\u015fteri memnuniyetini sa\u011flamak i\u00e7in \u00e7e\u015fitli otomasyonlardan yararlan\u0131l\u0131r. Bahsi ge\u00e7en bu otomasyonlardan biri de IVR sistemleridir. Peki, IVR nedir? Nas\u0131l \u00e7al\u0131\u015f\u0131r? M\u00fc\u015fteri temsilcilerine etkileri nelerdir? <\/p>\n\n\n\n<h2><strong>IVR (Sesli Yan\u0131t Sistemi) Nedir?<\/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\/what-is-IVR-how-does-it-affect-customer-representatives-1-1024x589.jpg\" alt=\"IVR\" class=\"wp-image-1655\" width=\"533\" height=\"306\"\/><\/figure><\/div>\n\n\n\n<p>Etkile\u015fimli sesli yan\u0131t veya IVR, arayanlarla etkile\u015fime giren ve onlara bir men\u00fc arac\u0131l\u0131\u011f\u0131yla se\u00e7enekler sunarak bilgi toplayan otomatik bir i\u015f telefonu sistemi \u00f6zelli\u011fidir. IVR&#8217;\u0131n eylemlerine arayanlar\u0131n se\u00e7imleri karar verir. IVR, telefon tu\u015f tak\u0131m\u0131 veya sesli yan\u0131t arac\u0131l\u0131\u011f\u0131yla arayan\u0131n yan\u0131tlar\u0131na g\u00f6re i\u015flemler ger\u00e7ekle\u015ftirir. Buna g\u00f6re bilgi sa\u011flayabilir veya sorun daha karma\u015f\u0131ksa arayanlar\u0131 ihtiya\u00e7lar\u0131n\u0131 daha iyi kar\u015f\u0131layabilecek bir m\u00fc\u015fteri temsilcisine y\u00f6nlendirebilir.&nbsp;<\/p>\n\n\n\n<p>Sesli yan\u0131t sistemleri temelde \u015firketler veya <a href=\"https:\/\/infoset.app\/blog\/tr\/omnichannel-cagri-merkezi-nedir-faydalari-neler\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u00e7a\u011fr\u0131 merkezleri<\/a> taraf\u0131ndan, arayan\u0131n se\u00e7imlere g\u00f6re aramalar\u0131 y\u00f6nlendirmek i\u00e7in kullan\u0131l\u0131r. Bu se\u00e7enekler arac\u0131l\u0131\u011f\u0131yla, arayan\u0131n m\u00fc\u015fteri hizmetleriyle mi yoksa teknik destek ekibiyle mi ileti\u015fim kurmak istedi\u011fini belirleyebilir. Bunlar\u0131n yan\u0131nda m\u00fc\u015fterilere promosyonlar, g\u00fcncellemeler hakk\u0131nda bilgi vermek veya \u00f6nemli talimatlar\u0131 sa\u011flamak i\u00e7in kullan\u0131labilir. \u00d6rne\u011fin; arayanlar\u0131 sistemin aramalar\u0131 kaydedece\u011fi ve g\u00f6r\u00fc\u015fmeye devam etmek isteyip istemediklerini sormak sesli yan\u0131t sisteminin \u00f6zelliklerindendir.&nbsp;<\/p>\n\n\n\n<p>Sesli Yan\u0131t Sistemleri geli\u015ftirildi\u011fi ilk zamanlarda yaln\u0131zca \u00e7a\u011fr\u0131 kuyruklama i\u00e7in kullan\u0131lsa da, g\u00fcn\u00fcm\u00fczde geldi\u011fi noktada normalde \u00e7a\u011fr\u0131 merkezi temsilcileri taraf\u0131ndan ele al\u0131nan basit m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131 sundu\u011fu self servis se\u00e7enekleri ile \u00e7\u00f6z\u00fcml\u00fcyor. Ayn\u0131 zamanda a\u015fa\u011f\u0131daki i\u015flemler i\u00e7in de&nbsp; IVR sistemlerinden faydalan\u0131labilir.<\/p>\n\n\n\n<ul><li>Hesap bakiyesi hakk\u0131nda bilgi alma,<\/li><li>Hesap bilgilerine eri\u015fme,<\/li><li>PIN numaralar\u0131n\u0131 ayarlama veya \u015fifreleri de\u011fi\u015ftirme,<\/li><li>Bilgi arama (\u00fcr\u00fcn fiyat\u0131, dizin, vb.),<\/li><li>Potansiyel m\u00fc\u015fteri formlar\u0131n\u0131 ve anketleri doldurma,<\/li><li>K\u00fc\u00e7\u00fck \u00f6demeler ve para transferi yapma.<\/li><\/ul>\n\n\n\n<h2><strong>IVR Sistemleri Nas\u0131l \u00c7al\u0131\u015f\u0131r?<\/strong><\/h2>\n\n\n\n<p>Geli\u015ftirildi\u011fi ilk d\u00f6nemlerde Sesli Yan\u0131t Sistemi\u2019nin kurulumunun yap\u0131labilmesi i\u00e7in ana ileti\u015fim platformundan ayr\u0131 olan ve \u00e7al\u0131\u015fmas\u0131 i\u00e7in kendi donan\u0131m setine ihtiya\u00e7 duyan bir yaz\u0131l\u0131ma, bir telefon hizmetine, veritaban\u0131na ve sistem i\u00e7in ayr\u0131 bir altyap\u0131ya ihtiya\u00e7 duyuluyordu. Bu s\u00fcre\u00e7 \u015firketlere hem zaman kayb\u0131na hem de y\u00fckl\u00fc bir masrafa yol a\u00e7\u0131yordu. G\u00fcn\u00fcm\u00fczdeki geli\u015fmeler sayesinde Sesli Yan\u0131t Sistemi, ayr\u0131 yaz\u0131l\u0131mlar\u0131n ve altyap\u0131lara gerek kalmadan bulut sistemleri ile entegre edilebilir hale geldi. IVR sistemleri di\u011fer sistemlerle kolayl\u0131kla entegre oldu\u011fundan, <a href=\"https:\/\/www-cloudtalk-io.translate.goog\/blog\/what-is-automatic-call-distribution-acd-7-signs-that-you-need-it\/?_x_tr_sl=en&amp;_x_tr_tl=tr&amp;_x_tr_hl=tr&amp;_x_tr_pto=wapp\" target=\"_blank\" rel=\"noreferrer noopener\">otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131 (ACD)<\/a> gibi di\u011fer temel \u00f6zelliklerle de tam uyumlu bir \u015fekilde \u00e7al\u0131\u015f\u0131r. Basit bir IVR, \u00e7a\u011fr\u0131 merkezlerinin di\u011fer \u00f6zellikleriyle \u015fu \u015fekilde \u00e7al\u0131\u015f\u0131r:<\/p>\n\n\n\n<p><strong>1)<\/strong> Bir \u00e7a\u011fr\u0131 al\u0131nd\u0131\u011f\u0131nda ve ACD&#8217;nin otomatik g\u00f6revlisi taraf\u0131ndan kar\u015f\u0131land\u0131\u011f\u0131nda, IVR devreye girer ve arayan ki\u015fiye telefon men\u00fcs\u00fcn\u00fc sunar.<\/p>\n\n\n\n<p><strong>2)<\/strong> Arayan, IVR telefon men\u00fcs\u00fc ile etkile\u015fime girer. Arayanlara bir dizi se\u00e7enek sunulur. \u00c7o\u011fu IVR sistemi, arayan ki\u015fiyle etkile\u015fim kurmak i\u00e7in \u00e7ift tonlu \u00e7ok frekansl\u0131 tonlar veya DTMF tonlar\u0131 kullan\u0131r. Bu, arayan\u0131n telefonun dokunmatik tonlu telefon tu\u015f tak\u0131m\u0131n\u0131 kulland\u0131\u011f\u0131n\u0131 s\u00f6ylemenin teknik yoludur.<\/p>\n\n\n\n<p><strong>3)<\/strong> Arayan ki\u015fi men\u00fcde gezinirken, sorgusu veya arama amac\u0131 IVR self servis s\u00fcreci arac\u0131l\u0131\u011f\u0131yla \u00e7\u00f6z\u00fclebilir. De\u011filse, arama IVR taraf\u0131ndan bir kategoriye ayr\u0131lacakt\u0131r. Bu, daha sonra beceri tabanl\u0131 y\u00f6nlendirme \u00f6zelli\u011fini tetikleyecek olan yeterlilik a\u015famas\u0131d\u0131r. IVR, sistemin arayan\u0131n ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131lama becerisine sahip arac\u0131lar\u0131 belirlemesine olanak tan\u0131r. ACD daha sonra aramay\u0131 uygun bir nitelikli canl\u0131 temsilciye y\u00f6nlendirir.<\/p>\n\n\n\n<h2><strong>IVR Sistemleri M\u00fc\u015fteri Temsilcilerini Nas\u0131l Etkiler?<\/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\/what-is-IVR-how-does-it-affect-customer-representatives-1024x702.jpg\" alt=\"IVR\" class=\"wp-image-1651\" width=\"455\" height=\"312\"\/><\/figure><\/div>\n\n\n\n<p>Sesli yan\u0131t sistemleri, sa\u011flad\u0131klar\u0131 otomatize edilmi\u015f \u00f6zelliklerle m\u00fc\u015fteri temsilcilerinin i\u015f y\u00fck\u00fcne yard\u0131mc\u0131 olur. Tekrarlayan taleplerde ya da saniyeler i\u00e7inde halledilebilecek basit i\u015flemlerde devreye girerek hem m\u00fc\u015fterilerin s\u0131rada beklemesini hem de m\u00fc\u015fteri temsilcilerinin ayn\u0131 i\u015flemlerle vakit kaybetmesini \u00f6nler. M\u00fc\u015fteri temsilcileri bu i\u015flemlerden kazand\u0131klar\u0131 vakti ger\u00e7ek sorunlar\u0131 \u00e7\u00f6zmek i\u00e7in kullanabilir ve sunduklar\u0131 m\u00fc\u015fteri hizmetlerini geli\u015ftirebilir.&nbsp;<\/p>\n\n\n\n<p>Bu sistemlerin en iyi y\u00f6nlerinden biri de \u00e7al\u0131\u015fmak i\u00e7in insanlara ba\u011f\u0131ml\u0131 olmamas\u0131d\u0131r. Programland\u0131ktan sonra ba\u015fka t\u00fcrl\u00fc yap\u0131land\u0131r\u0131lmad\u0131k\u00e7a \u00e7al\u0131\u015fmaya devam edecektir. Bu, insanlardan farkl\u0131 olarak uykuya veya dinlenmeye ihtiyac\u0131 olmad\u0131\u011f\u0131 anlam\u0131na gelir. M\u00fc\u015fteriler gecenin bir yar\u0131s\u0131 bile \u015firketinizi arayabilir ve onlar\u0131 kar\u015f\u0131lamak i\u00e7in programlanan sistemler sayesinde basit i\u015flemleri ger\u00e7ekle\u015ftirebilir.&nbsp;<\/p>\n\n\n\n<p>IVR&#8217;ler otomatik oldu\u011fundan hatalara a\u00e7\u0131k de\u011fildir. Y\u00fcksek arama hacimleri ile u\u011fra\u015f\u0131rken gelen aramalar\u0131n manuel olarak ele al\u0131nmas\u0131, aramalar\u0131n yanl\u0131\u015f departmana veya temsilciye y\u00f6nlendirildi\u011fi durumlarda hatalara da yol a\u00e7abilir. \u0130leti\u015fim merkeziniz bir Sesli Yan\u0131t Sistemi ile entegre oldu\u011funda, t\u00fcm aramalar telefon men\u00fcs\u00fcnde programlanm\u0131\u015f ayn\u0131 mant\u0131ksal s\u0131ray\u0131 takip eder. \u0130\u015fletmenizin aramalar\u0131 alma \u015feklini otomatikle\u015ftirerek her arayan\u0131n her seferinde ayn\u0131 Sesli Yan\u0131t Sistemi deneyimine sahip oldu\u011fundan emin olabilirsiniz.<\/p>\n\n\n\n<h2><strong>IVR Sistemlerinin Kolay Adresi: Infoset&nbsp;<\/strong><\/h2>\n\n\n\n<p>IVR, m\u00fc\u015fteri hizmetleri a\u00e7\u0131s\u0131ndan olduk\u00e7a b\u00fcy\u00fck \u00f6nem ta\u015f\u0131yan ve sekt\u00f6r fark etmeksizin her i\u015fletmenin yararlanmas\u0131 gereken sistemlerdendir. Infoset sundu\u011fu IVR sistemleri ile aramalar\u0131 h\u0131zl\u0131 bir \u015fekilde kategorize ederek otomatik olarak do\u011fru yere aktar\u0131lmas\u0131n\u0131 sa\u011flar. Sunulan IVR sistemleri ile \u00e7a\u011fr\u0131 kuyruklama ve y\u00f6nlendirmenin yan\u0131 s\u0131ra paralel \u00e7a\u011fr\u0131lar olu\u015fturabilir ve sesli mesajlar\u0131n\u0131z\u0131 kolayl\u0131kla y\u00f6netebilirsiniz. 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\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 IVR\u2019dan, IVR\u2019\u0131n \u00e7al\u0131\u015fma prensiplerinden ve m\u00fc\u015fteri temsilcilerine etkilerinden bahsedece\u011fiz.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":1647,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[469,483,1088],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>IVR (Sesli Yan\u0131t Sistemi) Nedir? 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