{"id":2798,"date":"2023-05-11T10:37:16","date_gmt":"2023-05-11T07:37:16","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=2798"},"modified":"2023-05-11T10:37:25","modified_gmt":"2023-05-11T07:37:25","slug":"cagri-merkezi-performansini-olcmek-icin-kullanabileceginiz-3-kpi","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/cagri-merkezi-performansini-olcmek-icin-kullanabileceginiz-3-kpi\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezi Performans\u0131n\u0131 \u00d6l\u00e7mek \u0130\u00e7in Kullanabilece\u011finiz 3 KPI"},"content":{"rendered":"\n
\u00c7a\u011fr\u0131 merkezinin performans\u0131; \u00e7al\u0131\u015fanlar\u0131n verimi, kullan\u0131lan yaz\u0131l\u0131m ba\u015fta olmak \u00fczere bir\u00e7ok i\u00e7 ve d\u0131\u015f fakt\u00f6re ba\u011fl\u0131d\u0131r. Merkezin performans\u0131 i\u00e7in yap\u0131lmas\u0131 gerekenleri incelikle takip etmek, s\u00fcre\u00e7 sonunda performans\u0131n artmas\u0131n\u0131 sa\u011flayacakt\u0131r. <\/p>\n\n\n\n
Bu s\u00fcre\u00e7te ilk olarak yap\u0131lmas\u0131 gereken, \u00e7a\u011fr\u0131 merkezinin performans\u0131n\u0131 dikkatlice analiz etmek ve sonras\u0131nda bu \u00f6l\u00e7\u00fcm\u00fc baz alarak ad\u0131mlar atmakt\u0131r. Gelin, birlikte \u00e7a\u011fr\u0131 merkezi performans\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in kullanabilece\u011finiz 3 KPI g\u00f6stergesini yak\u0131ndan inceleyelim.<\/p>\n\n\n\n<\/figure>\n\n\n\n
KPI Nedir?<\/strong><\/h2>\n\n\n\n
KPI k\u0131saltmas\u0131, \u00e7a\u011fr\u0131 merkezi anahtar performans g\u00f6stergelerini (Key Performance Indicator) tan\u0131mlar. KPI metrikleri sayesinde merkezin amac\u0131na ula\u015f\u0131p ula\u015fmad\u0131\u011f\u0131 tespit edilir. KPI\u2019lar\u0131n temeli \u00f6l\u00e7\u00fcm ve skor tahtas\u0131 gibi say\u0131sal verilere dayan\u0131r. <\/p>\n\n\n\n
KPI Ne \u0130\u00e7in Kullan\u0131l\u0131r ve Nas\u0131l Uygulan\u0131r?<\/strong> <\/h2>\n\n\n\n
KPI, \u015firketin uygulanabilir bir plan\u0131 olmas\u0131n\u0131 ve bireysel olarak her \u00e7al\u0131\u015fan\u0131n hedefe katk\u0131s\u0131n\u0131 \u00f6l\u00e7meyi ama\u00e7lar. \u015eirketinize uygun KPI\u2019lar\u0131 belirledikten sonra kar\u015f\u0131n\u0131za tan\u0131mlama a\u015famas\u0131 \u00e7\u0131kar. Bu a\u015fama \u00f6nemli bir a\u015famad\u0131r. <\/p>\n\n\n\n
\u0130stedi\u011finiz sonu\u00e7, sonucun \u00f6nem seviyesi ve sonucu g\u00f6zden ge\u00e7irme s\u0131kl\u0131\u011f\u0131 gibi sizin i\u00e7in dikkat edilmesi gereken noktalar\u0131 sisteme tan\u0131mlaman\u0131z uygulanabilirlik ve verimlilik a\u00e7\u0131s\u0131ndan \u00f6nem te\u015fkil eder.\u00a0<\/p>\n\n\n\n
\u00c7a\u011fr\u0131 merkezi performans\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in kullanabilece\u011finiz 3 performans g\u00f6stergesini birlikte inceleyelim:<\/p>\n\n\n\n
1) Ortalama \u0130\u015flem S\u00fcresi<\/strong><\/h2>\n\n\n\n
Ortalama ele alma s\u00fcresi (AHT) olarak da tan\u0131mlanan bu metrik, m\u00fc\u015fteri temsilcisinin tek bir etkile\u015fimi tamamlamak i\u00e7in ne kadar s\u00fcre harcad\u0131\u011f\u0131n\u0131 g\u00f6sterir. Bu noktada AHT s\u00fcresi d\u00fc\u015ft\u00fck\u00e7e \u00e7al\u0131\u015fan veriminin artt\u0131\u011f\u0131n\u0131 s\u00f6yleyebiliriz. <\/p>\n\n\n\n
Bu s\u00fcreyi azaltarak \u00e7a\u011fr\u0131 merkezi performans\u0131n\u0131 art\u0131rmak i\u00e7in m\u00fc\u015fterinin hatta bekleme s\u00fcresini azaltmak ve sorunlar\u0131 h\u0131zl\u0131ca \u00e7\u00f6z\u00fcme kavu\u015fturmak gerekir.\u00a0<\/p>\n\n\n\n
2) Ortalama S\u0131rada Bekleme S\u00fcresi<\/strong><\/h2>\n\n\n\n
Bu parametre \u00e7a\u011fr\u0131 merkezini arayan m\u00fc\u015fterilerin \u00e7a\u011fr\u0131 s\u0131ras\u0131nda bekledi\u011fi toplam s\u00fcreyi g\u00f6sterir. Arayanlar\u0131n ne kadar s\u0131rada bekledi\u011finin yan\u0131 s\u0131ra ka\u00e7\u0131n\u0131n beklemeyi b\u0131rak\u0131p \u00e7a\u011fr\u0131y\u0131 sonland\u0131rd\u0131\u011f\u0131, ka\u00e7\u0131n\u0131n ise \u00e7a\u011fr\u0131 cevaplanana kadar beklemeye devam etti\u011fi g\u00f6z \u00f6n\u00fcnde bulundurulmal\u0131d\u0131r. Bu \u015fekilde hesaplanan toplam bekleme s\u00fcresi cevaplanan \u00e7a\u011fr\u0131 say\u0131s\u0131na b\u00f6l\u00fcn\u00fcr ve \u00e7a\u011fr\u0131 merkezinin bu alandaki performans\u0131 hesaplan\u0131r.<\/p>\n\n\n\n<\/figure>\n\n\n\n
M\u00fc\u015fteri memnuniyeti skoru (CSAT) m\u00fc\u015fterinin hizmetlerinizden memnun kalma seviyesini g\u00f6steren bir metriktir. Bu metri\u011fi \u00f6l\u00e7mek i\u00e7in m\u00fc\u015fteri memnuniyeti anketleri kullan\u0131l\u0131r. Bu ankette hizmet veren \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fanlar\u0131 da m\u00fc\u015fteriler taraf\u0131ndan de\u011ferlendirildi\u011fi i\u00e7in \u00e7al\u0131\u015fan verimini bireysel olarak \u00f6l\u00e7mek a\u00e7\u0131s\u0131ndan efektif bir KPI\u2019d\u0131r. <\/p>\n\n\n\n
\u00c7a\u011fr\u0131 Merkezi Performans\u0131 \u0130\u00e7in KPI Neden \u00d6nemlidir?<\/strong><\/h2>\n\n\n\n
Bir i\u015fletmenin ne kadar iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131 KPI arac\u0131l\u0131\u011f\u0131yla belirlenebilir. Performans g\u00f6stergeleri ile \u015firket \u00e7al\u0131\u015fmalar\u0131 ayr\u0131nt\u0131l\u0131 olarak de\u011ferlendirilir ve performans sorunlar\u0131 g\u00f6z \u00f6n\u00fcnde bulundurularak de\u011fi\u015fimler yap\u0131l\u0131r. KPI\u2019n\u0131n \u015firkete katt\u0131\u011f\u0131 en \u00f6nemli getiri ise i\u015f ba\u015far\u0131s\u0131n\u0131n artmas\u0131d\u0131r. <\/p>\n\n\n\n
Infoset ile \u00c7a\u011fr\u0131 Merkezinizin Performans\u0131n\u0131 \u00dcst Seviyeye \u00c7\u0131kar\u0131n!<\/strong><\/h2>\n\n\n\n
Siz de Infoset ile \u00e7a\u011fr\u0131 merkezi performans\u0131n\u0131z\u0131 \u00fcst seviyeye \u00e7\u0131kar\u0131n! Infoset\u2019in birbirinden etkin sat\u0131\u015f, pazarlama ve destek \u00f6zelliklerinin yan\u0131 s\u0131ra i\u015fletme alan\u0131nda sundu\u011fu e\u015fsiz \u00f6zelliklere de hemen g\u00f6z at\u0131n. Raporlama \u00f6zelli\u011fi ile performans de\u011ferlendirmenizi k\u0131sa s\u00fcrede elde edin, sistem otomasyonlar\u0131 ile i\u015finizi kolayl\u0131kla geri bildirimler \u00f6l\u00e7\u00fcs\u00fcnde adapte edin. <\/p>\n\n\n\n
![\"KPI](\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2023\/05\/cagri_merkezi_performansi-1-1024x1024.jpg\")
<\/figure>\n\n\n\n![\"\"](\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2023\/05\/cagri_merkezi_performansi_2-1-1024x640.jpeg\")
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