{"id":2571,"date":"2023-01-25T19:00:00","date_gmt":"2023-01-25T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=2571"},"modified":"2023-01-06T17:41:48","modified_gmt":"2023-01-06T14:41:48","slug":"artilari-ve-eksileriyle-ivr","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/artilari-ve-eksileriyle-ivr\/","title":{"rendered":"Art\u0131lar\u0131 ve Eksileriyle: IVR"},"content":{"rendered":"\n<p>\u0130\u015fletmeler m\u00fc\u015fterileri son derece profesyonel bir \u015fekilde kar\u015f\u0131lamak i\u00e7in \u00e7e\u015fitli stratejiler izliyor. Bu noktada IVR sistemleri hem i\u015fletmelerin hem de m\u00fc\u015fteri hizmetleri temsilcilerin i\u015flerini olduk\u00e7a kolayla\u015ft\u0131rd\u0131\u011f\u0131 i\u00e7in olduk\u00e7a tercih ediliyor. Peki, IVR\u2019nin faydalar\u0131 oldu\u011fu kadar dezavantajlar\u0131 var m\u0131? Bu yaz\u0131m\u0131zda IVR\u2019nin avantaj ve dezavantajlar\u0131na de\u011finece\u011fiz.<\/p>\n\n\n\n<h2><strong>IVR Nedir?<\/strong><\/h2>\n\n\n\n<p>A\u00e7\u0131l\u0131m\u0131 \u2018Etkile\u015fimli Sesli Yan\u0131t\u2019 olan IVR; bir temsilciyle konu\u015fmak zorunda kalmadan 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 teknolojisidir. Bir m\u00fc\u015fterinin bir ki\u015fiyle konu\u015fmaya ihtiya\u00e7 duydu\u011fu veya konu\u015fmak istedi\u011fi durumlarda bu sistem, aramalar\u0131 h\u0131zl\u0131 ve sorunsuz bir \u015fekilde en iyi \u00e7a\u011fr\u0131 merkezi temsilcisine y\u00f6nlendirmeye yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<h2><strong>IVR Nas\u0131l \u00c7al\u0131\u015f\u0131r?<\/strong><\/h2>\n\n\n\n<p>IVR\u2019nin avantaj ve dezavantajlar\u0131na ge\u00e7meden \u00f6nce nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 anlamak gerekir. Etkile\u015fimli sesli yan\u0131t sistemi, bir \u00e7a\u011fr\u0131 al\u0131nd\u0131\u011f\u0131nda otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131c\u0131s\u0131 yani ACD taraf\u0131ndan kar\u015f\u0131land\u0131\u011f\u0131nda devreye girer ve arayan ki\u015fiye \u00e7e\u015fitli men\u00fc se\u00e7enekleri sunar. Ki\u015fi, sunulan \u00e7e\u015fitli se\u00e7enekleri se\u00e7erek ilgili departmanlara aktar\u0131l\u0131r. B\u00f6ylece bu sistem zamandan tasarruf sa\u011flarken m\u00fc\u015fteri deneyimini de iyile\u015ftirir. Bu sistemin nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131 hakk\u0131nda detayl\u0131 bilgi almak i\u00e7in ilgili yaz\u0131m\u0131z\u0131 <a href=\"https:\/\/infoset.app\/blog\/tr\/ivr-nedir-musteri-temsilcilerini-nasil-etkiler\/\" target=\"_blank\" rel=\"noreferrer noopener\">buray\u0131 t\u0131klayarak<\/a> okuyabilirsiniz.<\/p>\n\n\n\n<h2><strong>IVR Sisteminin Avantaj ve Dezavantajlar\u0131 Nelerdir?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/IVR-nedir-musteri-temsilcilerini-nasil-etkiler-2.jpg\" alt=\"What is IVR\" class=\"wp-image-1675\" width=\"454\" height=\"322\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/IVR-nedir-musteri-temsilcilerini-nasil-etkiler-2.jpg 368w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/04\/IVR-nedir-musteri-temsilcilerini-nasil-etkiler-2-300x213.jpg 300w\" sizes=\"(max-width: 454px) 100vw, 454px\" \/><figcaption>IVR Nedir?<\/figcaption><\/figure><\/div>\n\n\n\n<p>IVR sisteminin hem m\u00fc\u015fterilere hem de \u00e7a\u011fr\u0131 merkezi personellerine avantajlar\u0131 oldu\u011fu gibi dezavantajlar\u0131 da vard\u0131r. Bunlar\u0131 \u015fu \u015fekilde \u00f6zetleyebiliriz;<\/p>\n\n\n\n<h3><strong>1) Avantajlar\u0131<\/strong><\/h3>\n\n\n\n<ul><li>Ba\u015far\u0131l\u0131 bir IVR sistemi, m\u00fc\u015fteri memnuniyetini art\u0131rmaya ve ileti\u015fim merkezi operasyonlar\u0131n\u0131 ve KPI&#8217;lar\u0131 iyile\u015ftirmeye yard\u0131mc\u0131 olabilir. \u00d6zellikle arama hacminin y\u00fcksek oldu\u011fu zamanlarda m\u00fc\u015fterilerin yan\u0131tlar\u0131 bulmas\u0131na ve basit g\u00f6revleri kendilerinin ger\u00e7ekle\u015ftirmesine yard\u0131mc\u0131 olur. Bu sayede bekleme s\u00fcresini ortadan kald\u0131rarak m\u00fc\u015fteri memnuniyetini art\u0131r\u0131r.<\/li><li>Etkile\u015fimli sesli yan\u0131t sistemi \u00e7al\u0131\u015fmak i\u00e7in insana ba\u011fl\u0131 de\u011fildir. Programland\u0131ktan sonra kendi kendine \u00e7al\u0131\u015fabilecek \u00f6zelliklere sahiptir. Bu da bu sistemin 7\/24 \u00e7al\u0131\u015fabilece\u011fi anlam\u0131na gelir. Bu sayede herhangi bir saatte arayan m\u00fc\u015fterileri kar\u015f\u0131layabilir, basit i\u015flemleri ger\u00e7ekle\u015ftirebilir. \u00d6rne\u011fin; bir PIN kodunu de\u011fi\u015ftirmek veya m\u00fc\u015fterilerden gelen sipari\u015fleri kabul etmek gibi basit i\u015flemleri yapabilir.<\/li><li>IVR sistemleri, arayanlar\u0131 temsilcilere y\u00f6nlendiren bir g\u00f6revlinin veya m\u00fc\u015fteri hizmetleri temsilcisinin yerini alabilir. Geleneksel sistemlere g\u00f6re \u00e7ok uygun maliyetlidir. Bu sistem sayesinde i\u015fletmeler verimlilikleri art\u0131rabilirler ve i\u015fletme maliyetlerini d\u00fc\u015f\u00fcrebilirler.&nbsp;<\/li><\/ul>\n\n\n\n<h3><strong>2) Dezavantajlar\u0131<\/strong><\/h3>\n\n\n\n<ul><li>\u0130yi bir IVR, m\u00fc\u015fteri deneyimini iyile\u015ftirebilir, ancak yanl\u0131\u015f kullan\u0131ld\u0131\u011f\u0131 takdirde h\u00fcsrana neden olabilir. Bu noktada sistemlerde a\u015f\u0131r\u0131 derecede karma\u015f\u0131k bir men\u00fc, m\u00fc\u015fterilerin kafas\u0131n\u0131 kar\u0131\u015ft\u0131rabilir ve sinirlerini bozabilir. Bu noktada men\u00fc se\u00e7enekleri ihtiyac\u0131 kar\u015f\u0131layabilecek oranda ve anla\u015f\u0131l\u0131r bir \u015fekilde olmal\u0131d\u0131r.&nbsp;<\/li><li>M\u00fc\u015fteriler bir sistemle u\u011fra\u015fmak yerine kendilerini anlayan bir ki\u015fiyle g\u00f6r\u00fc\u015fmek ister. IVR ise bu noktada onlar\u0131n beklentisini kar\u015f\u0131lamaz; \u00e7\u00fcnk\u00fc bu sistem bir insana ba\u011fl\u0131 de\u011fildir. Bu noktada bu sistem m\u00fc\u015fterileri anlayamaz, onlarla bir temsilci gibi konu\u015famaz ve sorunlar\u0131n\u0131 her zaman i\u00e7in \u00e7\u00f6zemez.&nbsp;<\/li><li>IVR uygun maliyetli ve zaman kazand\u0131r\u0131c\u0131 gibi g\u00f6r\u00fcnse de, k\u00f6t\u00fc bir \u015fekilde uygulan\u0131rsa bir i\u015fletmenin m\u00fc\u015fteri taban\u0131na kolayca zarar verebilir. K\u00f6t\u00fc bir sesli yan\u0131t deneyimi, bir m\u00fc\u015fterinin bir i\u015fletmeyi nas\u0131l alg\u0131lad\u0131\u011f\u0131n\u0131 de\u011fi\u015ftirebilir ve m\u00fc\u015fterilerin rakip i\u015fletmeleri tercih etmesine neden olabilir. Bu da markan\u0131n m\u00fc\u015fteri kaybetmesine neden olabilir.<\/li><\/ul>\n\n\n\n<h2><strong>IVR Sistemlerinin Kolay Adresi: Infoset&nbsp;<\/strong><\/h2>\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\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 sistemler 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><a href=\"https:\/\/www.instagram.com\/infosetapp\/\">!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>IVR\u2019nin faydalar\u0131 oldu\u011fu kadar dezavantajlar\u0131 var m\u0131? Bu yaz\u0131m\u0131zda IVR\u2019nin avantaj ve dezavantajlar\u0131na de\u011finece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":2572,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[469,71,1088],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Art\u0131lar\u0131 ve Eksileriyle: IVR - Infoset<\/title>\n<meta name=\"description\" content=\"IVR sisteminin hem m\u00fc\u015fterilere hem de \u00e7a\u011fr\u0131 merkezi personellerine avantajlar\u0131 oldu\u011fu gibi, dezavantajlar\u0131 \u015fu \u015fekilde \u00f6zetleyebiliriz\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/infoset.app\/blog\/tr\/artilari-ve-eksileriyle-ivr\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Art\u0131lar\u0131 ve Eksileriyle: IVR - 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