{"id":361,"date":"2021-09-28T19:00:00","date_gmt":"2021-09-28T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=361"},"modified":"2021-09-30T13:25:08","modified_gmt":"2021-09-30T10:25:08","slug":"evden-calisan-cagri-merkezi-temsilcilerinin-performansi-nasil-olculur","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/evden-calisan-cagri-merkezi-temsilcilerinin-performansi-nasil-olculur\/","title":{"rendered":"Evden \u00c7al\u0131\u015fan \u00c7a\u011fr\u0131 Merkezi Temsilcilerinin Performans\u0131 Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr?"},"content":{"rendered":"\n

Bir \u00e7a\u011fr\u0131 merkezinin ba\u015far\u0131s\u0131, temsilcilerinin ve \u00e7al\u0131\u015fanlar\u0131n\u0131n performans\u0131na ba\u011fl\u0131d\u0131r. G\u00fcn\u00fcm\u00fcz \u015fartlar\u0131nda \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fanlar\u0131n\u0131n evden \u00e7al\u0131\u015fma sistemine adapte olmas\u0131yla \u00e7al\u0131\u015fanlar\u0131n performans takibinin de uzaktan y\u00fcr\u00fct\u00fclmesi gerekli hale geldi. Peki, bu durumda evden \u00e7al\u0131\u015fan \u00e7a\u011fr\u0131 merkezi<\/a> temsilcilerinin performans\u0131 nas\u0131l \u00f6l\u00e7\u00fcl\u00fcr? Hangi metriklerden yararlan\u0131l\u0131r?<\/p>\n\n\n\n

\u00c7a\u011fr\u0131 Merkezi Temsilcilerinin Evden \u00c7al\u0131\u015fma Sistemine Ge\u00e7i\u015fi <\/strong><\/h2>\n\n\n\n
\"Evden<\/figure>\n\n\n\n

G\u00fcncel olarak sekt\u00f6rde 136 binden fazla \u00e7a\u011fr\u0131 merkezi temsilcisinin bulunuyor. Pandemi ile birlikte ofislerdeki yo\u011funlu\u011fun azalt\u0131labilmesi i\u00e7in bir\u00e7ok \u015firkette evden uzaktan \u00e7al\u0131\u015fma modeline ge\u00e7ildi. \u00c7a\u011fr\u0131 merkezlerinin karma\u015f\u0131k bir teknik altyap\u0131ya sahip olmas\u0131 ba\u015flarda uzaktan \u00e7al\u0131\u015fma i\u00e7in engel olu\u015ftursa da bu sorun modern bulut \u00e7a\u011fr\u0131 merkezi<\/a> sistemleri kullan\u0131larak \u00e7\u00f6z\u00fcld\u00fc. <\/p>\n\n\n\n

Yeni sistemle birlikte ofis maliyetleri azalt\u0131l\u0131p \u00e7al\u0131\u015fanlara esneklik kazand\u0131r\u0131l\u0131rken, evden \u00e7al\u0131\u015fan \u00e7a\u011fr\u0131 merkezi temsilcilerinin performans \u00f6l\u00e7\u00fcm\u00fc \u00f6nemli bir g\u00fcndem maddesi haline geldi. Bu noktada ofiste oldu\u011fu gibi evden \u00e7al\u0131\u015fan \u00e7a\u011fr\u0131 merkezi temsilcilerinin performanslar\u0131n\u0131 de\u011ferlendirmek i\u00e7in kullan\u0131lan baz\u0131 metrikler vard\u0131r.<\/p>\n\n\n\n

1) \u0130\u015flem s\u00fcresi<\/strong><\/h3>\n\n\n\n

\u0130ngilizcede kar\u015f\u0131l\u0131\u011f\u0131 \u2018Average Call Handling Time\u2019 (ACHT) olan ortalama \u00e7a\u011fr\u0131 i\u015flem s\u00fcresi, \u00e7a\u011fr\u0131 merkezlerinde performans de\u011ferlendirmeleri i\u00e7in olduk\u00e7a \u00f6nemli bir metriktir. \u00c7a\u011fr\u0131 merkezlerinin belirledi\u011fi hedefler do\u011frultusunda ortalama i\u015flem s\u00fcresi, konu\u015fma s\u00fcresi, bekletme s\u00fcresi ve \u00e7a\u011fr\u0131 sonras\u0131 i\u015flem s\u00fcresinin toplam\u0131n\u0131n, toplam i\u015f adedine b\u00f6l\u00fcnmesi ile hesaplan\u0131r. Performans de\u011ferlendirmelerinde evden \u00e7al\u0131\u015fan \u00e7a\u011fr\u0131 merkezi temsilcilerinin de g\u00f6r\u00fc\u015fmelerini bu de\u011ferlere paralel olarak s\u00fcrd\u00fcrmeleri beklenir.<\/p>\n\n\n\n

2) \u0130lk \u00c7a\u011fr\u0131da Sorun \u00c7\u00f6z\u00fcm Oran\u0131<\/strong><\/h3>\n\n\n\n

Bu metrik \u00e7a\u011fr\u0131 merkezi temsilcileri taraf\u0131ndan m\u00fc\u015fterilerin ka\u00e7\u0131n\u0131n sorunlar\u0131n\u0131n ilk \u00e7a\u011fr\u0131da \u00e7\u00f6z\u00fcld\u00fc\u011f\u00fcn\u00fc belirlemek i\u00e7in kullan\u0131l\u0131r. Bir \u00e7al\u0131\u015fan\u0131n ilk \u00e7a\u011fr\u0131da sorun \u00e7\u00f6z\u00fcm oran\u0131n\u0131n y\u00fcksek olmas\u0131, o \u00e7al\u0131\u015fan\u0131n performans\u0131n\u0131n de\u011ferlendirilmesinde b\u00fcy\u00fck bir pozitif etkiye sahiptir.<\/p>\n\n\n\n

3) Vazge\u00e7me Oran\u0131<\/strong><\/h3>\n\n\n\n
\"Evden<\/figure>\n\n\n\n

Vazge\u00e7me oran\u0131, m\u00fc\u015fterilerin uzun bekleme s\u00fcrelerinden dolay\u0131 \u00e7a\u011fr\u0131 merkezi temsilcilerine ula\u015famadan aramay\u0131 sonland\u0131rmalar\u0131 sonucunda cevaplanamayan aramalar\u0131n y\u00fczdesini belirtir. Kendilerine aktar\u0131lan \u00e7a\u011fr\u0131larda vazge\u00e7me oranlar\u0131 y\u00fcksek olan \u00e7a\u011fr\u0131 merkezi temsilcilerinin \u00e7ok say\u0131da m\u00fc\u015fteriyi cevaps\u0131z b\u0131rakt\u0131\u011f\u0131 ve olumsuz bir performans sergiledi\u011fi s\u00f6ylenebilir. Temsilciye aktar\u0131lmadan aramay\u0131 sonland\u0131ran ki\u015filerin oran\u0131 (kuyrukta vazge\u00e7me oran\u0131) y\u00fcksek olan \u00e7a\u011fr\u0131 merkezlerinde ise, iyi bir sesli yan\u0131t men\u00fcs\u00fc (IVR) kurgusu olmad\u0131\u011f\u0131 ya da yeterli say\u0131da temsilciye sahip olamad\u0131\u011f\u0131 \u00e7\u0131kar\u0131m\u0131 yap\u0131labilir.<\/p>\n\n\n\n

4) Kapat\u0131lan Aramalar\u0131n Toplam Aramaya Oran\u0131 <\/strong><\/h3>\n\n\n\n

Ula\u015f\u0131lan m\u00fc\u015fterilerin herhangi bir sebepten dolay\u0131 g\u00f6r\u00fc\u015fmeyi sonland\u0131rd\u0131\u011f\u0131 aramalar\u0131n toplam arama say\u0131s\u0131na oran\u0131n\u0131 g\u00f6steren bir metriktir. Bu noktada m\u00fc\u015fterinin g\u00f6r\u00fc\u015fmeyi hangi sebepten sonland\u0131rd\u0131\u011f\u0131 temsilci performans\u0131 hakk\u0131nda \u00f6nemli bilgiler verebilir. Y\u00fcksek bir kapatma oran\u0131 m\u00fc\u015fteri memnuniyetsizli\u011fine ve \u00e7al\u0131\u015fanda performans d\u00fc\u015f\u00fckl\u00fc\u011f\u00fcne i\u015faret eder.<\/p>\n\n\n\n

5) Arama Kalitesi<\/strong><\/h3>\n\n\n\n

Temsilcinin m\u00fc\u015fteri ile g\u00f6r\u00fc\u015fmesinin kalite ve performans\u0131n\u0131 de\u011ferlendirebilmek, veri giri\u015flerinin do\u011frulu\u011fundan emin olmak ve sonraki \u00e7a\u011fr\u0131larda m\u00fc\u015fteri memnuniyetini geli\u015ftirebilmek i\u00e7in arama sonunda bir puanlama sistemi kullanarak, \u00e7a\u011fr\u0131lar\u0131 \u00e7e\u015fitli kriterlere g\u00f6re derecelendirebilirsiniz. Bu sayede temsilci baz\u0131nda, tarih baz\u0131nda ya da di\u011fer kriterlere g\u00f6re aramalar\u0131n\u0131z\u0131n kalitesini raporlayabilir ve \u00f6l\u00e7ebilirsiniz.<\/p>\n\n\n\n

M\u00fc\u015fterilerinizi Y\u00f6netmenin Kolay Yolu: Infoset<\/strong><\/h2>\n\n\n\n

\u0130\u015fletmelerin ba\u015far\u0131l\u0131 m\u00fc\u015fteri ili\u015fkileri y\u00f6netebilmelerinde \u00e7a\u011fr\u0131 merkezi s\u00fcre\u00e7lerinin \u00f6nemi b\u00fcy\u00fckt\u00fcr. Infoset ile dakikalar i\u00e7erisinde modern bir bulut \u00e7a\u011fr\u0131 merkezine sahip olabilirsiniz. . Infoset omnichannel m\u00fc\u015fteri servis sistemi ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinden y\u00f6netebilir, t\u00fcm s\u00fcre\u00e7lerinizi otomatize edebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset’i hemen bug\u00fcn kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"

Bu yaz\u0131m\u0131zda evden \u00e7al\u0131\u015fan \u00e7a\u011fr\u0131 merkezi temsilcilerinin performanslar\u0131n\u0131 \u00f6l\u00e7mede kullan\u0131labilecek metriklerden bahsettik.<\/p>\n","protected":false},"author":2,"featured_media":362,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[35],"tags":[705,387,483],"yoast_head":"\nEvden \u00c7al\u0131\u015fan \u00c7a\u011fr\u0131 Merkezi Temsilcilerinin Performans\u0131 Nas\u0131l \u00d6l\u00e7\u00fcl\u00fcr? -<\/title>\n<meta name=\"description\" content=\"\u00c7a\u011fr\u0131 merkezi temsilcilerinin evden \u00e7al\u0131\u015fma sistemine ge\u00e7i\u015fi nas\u0131l \u00e7\u00f6z\u00fcld\u00fc? 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