{"id":91,"date":"2021-01-19T00:00:00","date_gmt":"2021-01-18T21:00:00","guid":{"rendered":"http:\/\/localhost:8080\/?p=91"},"modified":"2021-09-12T16:03:50","modified_gmt":"2021-09-12T13:03:50","slug":"cagri-merkezi-yazilimi-5-onemli-ozellik","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/cagri-merkezi-yazilimi-5-onemli-ozellik\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezi Yaz\u0131l\u0131m\u0131 Se\u00e7erken Dikkat Etmeniz Gereken 5 \u00d6zellik"},"content":{"rendered":"

\u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131<\/strong>, i\u015f ve cep telefonlar\u0131n\u0131z\u0131 daha dinamik ve d\u00fczenli bir \u015fekilde y\u00f6netmek i\u00e7in kullan\u0131lan bir yaz\u0131l\u0131md\u0131r. \u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131mlar\u0131, y\u00f6netim \u015fekli itibariyle Bar\u0131nd\u0131r\u0131lan (on-premise) \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131<\/strong> ve Bulut \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131<\/strong> olmak \u00fczere 2 kategoride incelenirler.<\/p>\n

Bulut sistemi, son y\u0131llarda \u00e7a\u011fr\u0131 merkezi end\u00fcstrisindeki d\u00fc\u015f\u00fcnce tarz\u0131n\u0131 tamamen de\u011fi\u015ftirdi. Bulut \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131mlar\u0131, yat\u0131r\u0131m gereksinimi olmadan kurulabilmeleri<\/strong> ve m\u00fc\u015fteri temsilcilerinin uzaktan \u00e7al\u0131\u015fmas\u0131na izin vermeleri<\/strong> ile geleneksel \u00e7a\u011fr\u0131 merkezlerine kar\u015f\u0131 her boyutta i\u015fletme i\u00e7in harika bir f\u0131rsat haline geldi.<\/p>\n

En \u00f6nemli nokta ise, ya\u015fad\u0131\u011f\u0131m\u0131z \u00e7a\u011f\u0131n zorlu rekabet ekosisteminde ayakta kalmakt\u0131r. Bu y\u00fczden \u00e7a\u011fr\u0131 merkezinin ihtiyac\u0131na g\u00f6re \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 se\u00e7ilebilir, ancak bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131nda olmas\u0131 gereken baz\u0131 \u00f6nemli \u00f6zellikler vard\u0131r. \u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 se\u00e7meden \u00f6nce g\u00f6z \u00f6n\u00fcnde bulundurman\u0131z gereken be\u015f \u00f6nemli \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 \u00f6zelli\u011fi<\/strong>:<\/p>\n

1. Otomatik \u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131 (ACD)<\/h3>\n

\"otomatik<\/p>\n

Otomatik \u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131 (ACD), gelen \u00e7a\u011fr\u0131lar\u0131 y\u00f6neten ve i\u015fleyen bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131n\u0131n \u00f6nemli bir \u00f6zelli\u011fidir. Gelen aramalar ilgili kurallara g\u00f6re do\u011fru men\u00fclere, kuyruklara ve ki\u015filere iletilir.<\/p>\n

Baz\u0131 operat\u00f6rler di\u011ferlerinden daha \u00f6ncelikli olarak \u00e7a\u011fr\u0131 alabilir veya \u00e7a\u011fr\u0131lar belirli operat\u00f6rlere e\u015fit \u015fekilde y\u00f6nlendirilebilir. Bir\u00e7ok otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131 y\u00f6nteminden s\u00fcrecinize en uygun olan\u0131n\u0131 se\u00e7meniz, \u00e7a\u011fr\u0131 merkezi operasyonunuz i\u00e7in \u00e7ok \u00f6nemlidir.<\/p>\n

Desteklenen otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m (ACD) y\u00f6ntemleri, bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 se\u00e7erken dikkat edilmesi gereken \u00f6nemli bir \u00f6zelliktir.<\/p>\n

2. Prediktif Arama (Otomatik Arama)<\/h3>\n

\"\u00e7a\u011fr\u0131<\/p>\n

Prediktif Arama<\/strong>‘y\u0131 basit bir \u015fekilde ifade edecek olursak; otomatik arama sistemi ilgili veritaban\u0131nda veya rehberden se\u00e7ti\u011fi ki\u015fileri arar ve aranan ki\u015filer telefona cevap verdi\u011fi an otomatik bir \u015fekilde m\u00fcsait olan m\u00fc\u015fteri temsilcisine aktar\u0131l\u0131r. M\u00fc\u015fteri temsilcilerinin say\u0131s\u0131nda azalma oldu\u011fu zaman, sistem bu durumu alg\u0131lar ve otomatik arama say\u0131s\u0131n\u0131 azalt\u0131r, m\u00fc\u015fterilerin aramalar\u0131 a\u00e7ma oran\u0131 azald\u0131\u011f\u0131nda ise arama say\u0131s\u0131n\u0131 art\u0131r\u0131r. Sistem bir sonraki arama i\u015flemi i\u00e7in 2 istatistik veriyi dikkate al\u0131r. Bunlar, \u00c7a\u011fr\u0131lar\u0131n Cevaplanma Oran\u0131<\/strong> ve \u00c7a\u011fr\u0131lar\u0131n Cevaplanma S\u00fcresidir<\/strong><\/p>\n

Prediktif aramada kar\u015f\u0131 taraf telefona cevap verdi\u011fi andan itibaren bekleme s\u00fcresi hesaplan\u0131r. Eri\u015filebilir bir m\u00fc\u015fteri temsilcisi olmad\u0131\u011f\u0131nda ise otomatik olarak Sesli Mesaj<\/strong> ve IVR<\/strong> devreye girer. B\u00f6ylece m\u00fc\u015fterinin telefonu kapatmas\u0131n\u0131n \u00f6n\u00fcne ge\u00e7ilir. Prediktif Arama<\/strong> ile gelem t\u00fcm bu \u00f6zellikler sayesinde \u00e7a\u011fr\u0131 merkezlerinden al\u0131nan verim b\u00fcy\u00fck oranda artar ve daha k\u0131sa s\u00fcrede daha fazla ki\u015fiye ula\u015fmak m\u00fcmk\u00fcn olur.<\/p>\n

Prediktif Arama<\/strong>, \u00e7a\u011fr\u0131 merkezinin \u00fcretkenli\u011fini art\u0131r\u0131r, bu nedenle \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 se\u00e7erken bu \u00f6zelli\u011fin dikkate al\u0131nmas\u0131 gerekir.<\/p>\n

3. Etkile\u015fimli Sesli Yan\u0131t (IVR)<\/h3>\n

\"\u00e7a\u011fr\u0131<\/p>\n

Etkile\u015fimli sesli yan\u0131t (IVR), arayanlar\u0131n bir sesli komut veya DTMF tonlar\u0131 (tu\u015flama) kullanarak arad\u0131klar\u0131 \u00e7\u00f6z\u00fcmlere ula\u015fmalar\u0131na yard\u0131mc\u0131 olan bir teknolojidir.<\/p>\n

Bir IVR men\u00fc arac\u0131l\u0131\u011f\u0131yla gelen aramalarda m\u00fc\u015fterilerinizi profesyonel bir anons ile kar\u015f\u0131layabilir, tu\u015flamalar ile en uygun operat\u00f6rlere y\u00f6nlendirebilirsiniz. Ayn\u0131 \u015fekilde, giden aramalarda ve otomatik arama kampanyalar\u0131nda da IVR men\u00fcler ile m\u00fc\u015fterilerin \u00fcr\u00fcn, hizmet ve \u00e7\u00f6z\u00fcmler hakk\u0131nda bilgi sahibi olmas\u0131na yard\u0131mc\u0131 olabilirsiniz.<\/p>\n

Bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131nda g\u00f6z \u00f6n\u00fcnde bulundurmal\u0131s\u0131 gereken en \u00f6nemli \u00f6zelliklerden birisi sesli yan\u0131t men\u00fclerini dinamik olarak ayarlayabiliyor olman\u0131zd\u0131r<\/strong>.<\/p>\n

4. Beceriye Dayal\u0131 Y\u00f6nlendirme<\/h3>\n

\"\u00e7a\u011fr\u0131<\/p>\n

\u00c7a\u011fr\u0131 merkezinde \u00e7al\u0131\u015fan m\u00fc\u015fteri temsilcilerinin birbirinden farkl\u0131 yetenekleri olabilir. Bu neden \u00e7a\u011fr\u0131lar\u0131 gereken yetkinli\u011fin d\u0131\u015f\u0131nda bir m\u00fc\u015fteri temsilcisine ba\u011flamaktansa, gerekli yetkinlik ve aranan \u00e7\u00f6z\u00fcme g\u00f6re ilgili m\u00fc\u015fteri temsilcisine ba\u011flamak her zaman daha ak\u0131ll\u0131ca ve iyi bir hizmet i\u00e7in do\u011fru oland\u0131r.<\/p>\n

Temel ve en \u00e7ok rastlanan bir \u00f6rnek olarak, konu\u015fulan dili verebiliriz. Arayan m\u00fc\u015fterilerin dilini bir sorgu ile IVR’da belirledikten sonra, \u00e7a\u011fr\u0131y\u0131 m\u00fc\u015fterinin dilini konu\u015fabilen bir m\u00fc\u015fteri temsilcisine y\u00f6nlendirmek, beceriye dayal\u0131 y\u00f6nlendirme i\u00e7in \u00e7ok iyi bir \u00f6rnektir. B\u00f6ylelikle sadece \u0130ngilizce bilen bir m\u00fc\u015fteriyi, \u0130ngilizce bilen bir m\u00fc\u015fteri temsilcisine aktarm\u0131\u015f oluruz.<\/p>\n

Ayn\u0131 \u015fekilde teknik destek isteyen m\u00fc\u015fterileri teknik destek uzmanlar\u0131n\u0131za, sat\u0131\u015f konusunda arayanlar\u0131 en uygun sat\u0131\u015f eleman\u0131n\u0131za y\u00f6nlendirmeniz s\u00fcre\u00e7lerinizi h\u0131zland\u0131racakt\u0131r. \u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 se\u00e7erken bu \u00f6zelli\u011fe dikkat etmek \u00f6nemlidir.<\/p>\n

5. \u00c7a\u011fr\u0131 Kuyruklama<\/h3>\n

\"\u00e7a\u011fr\u0131<\/p>\n

M\u00fc\u015fteri temsilcileri i\u00e7in hangi \u00e7a\u011fr\u0131ya \u00f6ncelik verilmesi gerekti\u011fini bilmek \u00f6nemlidir. \u00c7a\u011fr\u0131 kuyruklama \u00f6zelli\u011fine sahip bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131, \u00e7a\u011fr\u0131lar\u0131 ak\u0131ll\u0131 olarak kuyruklar ve en uygun m\u00fc\u015fteri temsilcisine aktar\u0131m\u0131 sa\u011flar.<\/p>\n

\u00c7a\u011fr\u0131 kuyru\u011fu ile operat\u00f6rler di\u011fer aramalar ile ilgilenirken gelen aramalar bir s\u0131raya yerle\u015ftirilir. Bu durum \u00f6zellikle arama hacminin yo\u011fun oldu\u011fu d\u00f6nemlerde gelen aramalar\u0131 y\u00f6netmek i\u00e7in harika bir yoldur.<\/p>\n

\u00c7a\u011fr\u0131 kuyru\u011fu, m\u00fc\u015fteri bekleme s\u00fcresini minimum seviyeye indirir ve ayn\u0131 zamanda m\u00fc\u015fteri temsilcilerine adil i\u015f y\u00fck\u00fc da\u011f\u0131t\u0131m\u0131 sa\u011flar. \u0130yi bir \u00e7a\u011fr\u0131 kuyru\u011fu y\u00f6netimi, bekleme s\u00fcrelerinin azalmas\u0131n\u0131<\/strong> ve genel olarak daha iyi m\u00fc\u015fteri deneyimi<\/strong> sunman\u0131z\u0131 sa\u011flar.<\/p>\n

Sonu\u00e7<\/h3>\n

\u00c7a\u011fr\u0131 merkezi y\u00f6netiminde farkl\u0131 strateji t\u00fcrleri vard\u0131r. Dolay\u0131s\u0131yla, bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 se\u00e7erken stratejimizi iyi belirmeli ve buna g\u00f6re yaz\u0131l\u0131m tercihimizi yapmal\u0131y\u0131z.<\/p>\n

Sizde bir bulut \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 ar\u0131yorsan\u0131z ya da mevcut \u00e7a\u011fr\u0131 merkezinizi omnichannel bir m\u00fc\u015fteri servis sistemine ta\u015f\u0131mak istiyorsan\u0131z Infoset’i 14 g\u00fcn boyunca \u00fccretsiz deneyebilirsiniz<\/a>. Infoset ile \u00e7a\u011fr\u0131 merkezi, sosyal medya, e-posta, canl\u0131 destek, chatbot gibi t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platformdan<\/strong> kolayl\u0131kla y\u00f6netebilir, m\u00fc\u015fterilerinize ola\u011fan\u00fcst\u00fc bir deneyim sunabilirsiniz.<\/p>\n

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

\u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131mlar\u0131n\u0131 bir\u00e7ok yerde farkl\u0131 fiyatlara bulabilirsiniz. Peki ya performans? Bir \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 al\u0131rken dikkat etmeniz gereken 5 \u00f6nemli \u00f6zelli\u011fi a\u00e7\u0131klad\u0131k.<\/p>\n","protected":false},"author":1,"featured_media":250,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[35],"tags":[536,539,541,387,543,459],"yoast_head":"\n\u00c7a\u011fr\u0131 Merkezi Yaz\u0131l\u0131m\u0131 Se\u00e7erken Dikkat Etmeniz Gereken 5 \u00d6zellik - Infoset<\/title>\n<meta name=\"description\" content=\"\u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131mlar\u0131n\u0131 bir\u00e7ok yerde farkl\u0131 fiyatlara bulabilirsiniz. Peki ya performans? 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