{"id":3060,"date":"2023-09-13T19:30:07","date_gmt":"2023-09-13T16:30:07","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=3060"},"modified":"2023-09-13T19:30:09","modified_gmt":"2023-09-13T16:30:09","slug":"musteri-temsilcisinin-basarisini-olcmek-icin-gerekli-5-kpi","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-temsilcisinin-basarisini-olcmek-icin-gerekli-5-kpi\/","title":{"rendered":"M\u00fc\u015fteri Temsilcisinin Ba\u015far\u0131s\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Gerekli 5 KPI"},"content":{"rendered":"\n

G\u00fcn\u00fcm\u00fcz\u00fcn rekabet\u00e7i i\u015f d\u00fcnyas\u0131nda, m\u00fc\u015fteri temsilcileri ve \u00e7a\u011fr\u0131 merkezleri<\/a> \u015firketler i\u00e7in m\u00fc\u015fteri memnuniyetinin, ba\u011fl\u0131l\u0131\u011f\u0131n\u0131n belirleyicisi h\u00e2line geldi. S\u00f6z konusu m\u00fc\u015fteri temsilcilerinin performans\u0131n\u0131 de\u011ferlendirmek i\u00e7in gereken anahtar performans g\u00f6stergeleri ise i\u015fletmelere yol g\u00f6steriyor. Her bir \u00e7a\u011fr\u0131 bir macera gibiyken m\u00fc\u015fteri temsilcisi o maceran\u0131n kaptanl\u0131\u011f\u0131n\u0131 yap\u0131yor. Bu nedenle m\u00fc\u015fteri temsilcisinin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7mek \u00e7ok \u00f6nemli. Peki, onlar\u0131n ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in gerekli KPI<\/a>\u2019lar nelerdir? Birlikte inceleyelim.<\/p>\n\n\n\n

1. M\u00fc\u015fteri Temsilcisinin \u0130lk \u00c7a\u011fr\u0131da \u00c7\u00f6z\u00fcm Oran\u0131 – FCR\u00a0<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri temsilcilerinin sorunlar\u0131 \u00e7\u00f6zme konusunda ne kadar etkili olduklar\u0131 i\u015fletmeler i\u00e7in olduk\u00e7a \u00f6nemlidir. \u0130lk \u00e7a\u011fr\u0131da \u00e7\u00f6z\u00fcm oran\u0131, m\u00fc\u015fteri sorunlar\u0131n\u0131n ne kadar\u0131n\u0131n tek bir \u00e7a\u011fr\u0131da \u00e7\u00f6z\u00fcld\u00fc\u011f\u00fcn\u00fc \u00f6l\u00e7er. Ayr\u0131ca bu KPI, m\u00fc\u015fteri temsilcisinin m\u00fc\u015fteri memnuniyetini art\u0131rmada ne kadar ba\u015far\u0131l\u0131 oldu\u011funu g\u00f6sterir. Unutmay\u0131n, birinci aramada sorunu \u00e7\u00f6zen temsilci, m\u00fc\u015fterinin kalbini kazan\u0131r.<\/p>\n\n\n\n

\"5<\/figure>\n\n\n\n

2. M\u00fc\u015fteri Temsilcisinin \u0130lk Yan\u0131t S\u00fcresi – FRT\u00a0<\/strong><\/h2>\n\n\n\n

Her daim zaman\u0131n de\u011ferini vurgular\u0131z, peki ya m\u00fc\u015fteri temsilcileri i\u00e7in zaman\u0131n de\u011feri nedir? \u0130lk yan\u0131t s\u00fcresi, m\u00fc\u015fteri temsilcisine ula\u015f\u0131ld\u0131ktan sonra sorunlara yan\u0131t alma s\u00fcresini \u00f6l\u00e7er. H\u0131zl\u0131 ve etkili bir \u015fekilde yan\u0131t veren bir m\u00fc\u015fteri temsilcisi, m\u00fc\u015fteri deneyimini b\u00fcy\u00fck \u00f6l\u00e7\u00fcde iyile\u015ftirir. <\/p>\n\n\n\n

3. M\u00fc\u015fteri Temsilcisinin Ortalama Ele Alma S\u00fcresi – AHT\u00a0<\/strong><\/h2>\n\n\n\n

Ortalama i\u015flem s\u00fcresi, bir m\u00fc\u015fteri temsilcisinin her bir m\u00fc\u015fteri ile etkile\u015fimde ge\u00e7irdi\u011fi ortalama s\u00fcreyi \u00f6l\u00e7en bir KPI’d\u0131r. Bu s\u00fcre, bir \u00e7a\u011fr\u0131n\u0131n veya ileti\u015fimin ne kadar zaman ald\u0131\u011f\u0131n\u0131 g\u00f6sterir. Daha k\u0131sa bir ortalama i\u015flem s\u00fcresi, temsilcilerin etkili ve h\u0131zl\u0131 bir \u015fekilde m\u00fc\u015fterilere yard\u0131mc\u0131 oldu\u011funu g\u00f6sterir. <\/p>\n\n\n\n

Ancak ele alma s\u00fcresinin \u00e7ok k\u0131sa olmas\u0131yla m\u00fc\u015fteri memnuniyeti aras\u0131nda dengeli bir oran bulunmal\u0131d\u0131r. Temsilciler, bu KPI sayesinde m\u00fc\u015fterilere daha etkili bir \u015fekilde yard\u0131m ederken ayn\u0131 zamanda kaliteli hizmet sunmay\u0131 da ama\u00e7lamal\u0131d\u0131r.<\/p>\n\n\n\n

4. M\u00fc\u015fteri Memnuniyeti Puan\u0131 – CSAT\u00a0<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri memnuniyeti, m\u00fc\u015fteri temsilcisinin m\u00fc\u015fteriye sundu\u011fu hizmetin as\u0131l amac\u0131d\u0131r. Bu KPI i\u00e7in \u00e2deta hikayenin final sahnesini olu\u015fturur diyebiliriz. M\u00fc\u015fteri memnuniyeti skoru, m\u00fc\u015fterilerin hizmetten ne kadar memnun kald\u0131\u011f\u0131n\u0131 \u00f6l\u00e7er. Y\u00fcksek puanlar, temsilcilerin m\u00fc\u015fteri ile etkili bir \u015fekilde ba\u011flant\u0131 kurdu\u011funu ve sorunlar\u0131 \u00e7\u00f6zme konusunda ba\u015far\u0131l\u0131 olduklar\u0131n\u0131 g\u00f6sterir.\u00a0<\/p>\n\n\n\n

\"5<\/figure>\n\n\n\n

5. M\u00fc\u015fteri Temsilcisinin Kullan\u0131lmas\u0131 Oran\u0131<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri temsilcisi kullan\u0131m oran\u0131, temsilcilerin ne kadar s\u0131k olarak sahneye \u00e7\u0131kt\u0131\u011f\u0131n\u0131 g\u00f6sterir. Bu metrik, bir m\u00fc\u015fteri temsilcisinin belirli bir zaman dilimindeki aktif \u00e7al\u0131\u015fma s\u00fcresini toplam i\u015f saatine oranlayan bir KPI’d\u0131r. <\/p>\n\n\n\n

Ayr\u0131ca bu oran, temsilcinin ne kadar verimli bir \u015fekilde m\u00fc\u015fteri hizmeti sa\u011flad\u0131\u011f\u0131n\u0131 g\u00f6sterir. Daha y\u00fcksek bir kullan\u0131m oran\u0131, temsilcinin daha fazla m\u00fc\u015fteriye yard\u0131mc\u0131 oldu\u011funu ve daha etkili bir \u015fekilde i\u015f yapt\u0131\u011f\u0131n\u0131 ispatlar. K\u0131sacas\u0131 bu KPI, m\u00fc\u015fteri temsilcilerinin i\u015flerinde ne kadar aktif olduklar\u0131n\u0131 \u00f6l\u00e7er.<\/p>\n\n\n\n

Infoset ile M\u00fc\u015fteri Temsilcisinin Ba\u015far\u0131s\u0131n\u0131 Maksimize Etme Zaman\u0131!<\/strong><\/h2>\n\n\n\n

Sonu\u00e7 olarak, m\u00fc\u015fteri temsilcilerinin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7mek i\u00e7in kullan\u0131lan bu 5 KPI onlar\u0131n performans\u0131n\u0131 y\u00f6nlendiren \u00f6nemli g\u00f6stergelerdir. M\u00fc\u015fteri hizmetleri ekiplerinin performanslar\u0131n\u0131n detayl\u0131 \u015fekilde takip edilmesi ve geli\u015ftirilmesi \u015firketler i\u00e7in zaman alan, karma\u015f\u0131k bir s\u00fcre\u00e7ten ibarettir. Infoset ise m\u00fc\u015fteri temsilcilerinin g\u00f6revlerindeki performanslar\u0131n\u0131 de\u011ferlendirme konusunda size yard\u0131mc\u0131 olur. <\/p>\n\n\n\n

E\u011fer siz de i\u015fletmenizdeki kahramanlar\u0131 daha iyi izlemek ve desteklemek istiyorsan\u0131z Infoset ile onlar\u0131n g\u00fc\u00e7lerini daha da geli\u015ftirebilirsiniz. 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\u2019i hemen kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

\u0130yi bir performans i\u00e7in m\u00fc\u015fteri temsilcisinin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7mek ister misiniz?<\/p>\n","protected":false},"author":2,"featured_media":3061,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[808],"yoast_head":"\nM\u00fc\u015fteri Temsilcisinin Ba\u015far\u0131s\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Gerekli 5 KPI - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri Temsilcisinin Ba\u015far\u0131s\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Gerekli 5 KPI yaz\u0131m\u0131z\u0131 okumak i\u00e7in hemen t\u0131klay\u0131n\u0131z!\" \/>\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\/musteri-temsilcisinin-basarisini-olcmek-icin-gerekli-5-kpi\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00fc\u015fteri Temsilcisinin Ba\u015far\u0131s\u0131n\u0131 \u00d6l\u00e7mek i\u00e7in Gerekli 5 KPI - 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