T\u00fcketici davran\u0131\u015flar\u0131 de\u011fi\u015fiyor, yeni nesil t\u00fcketiciler markaya zarar verebilecek t\u00fcm noktalar\u0131 \u00e7ok iyi tan\u0131yor, Net Promoter Score (NPS) nedir biliyor ihtiya\u00e7 duyduklar\u0131nda sosyal medya kanallar\u0131 \u00fczerinden markay\u0131 bir gecede lin\u00e7 edebiliyor. Nihai t\u00fcketiciler markalara ait CSAT (Customer Satisfaction) Puanlar\u0131n\u0131 ve NPS (Net Promoter Score) skorlar\u0131n\u0131 k\u0131yasl\u0131yor. Haliyle markalar da t\u00fcketiciler i\u00e7in aidiyet yaratacak modeller ar\u0131yor. Daha y\u00fcksek standartta hizmet vermek i\u00e7in birbirleriyle yar\u0131\u015f\u0131yorlar. 10 y\u0131l \u00f6ncesine kadar t\u00fcketiciler markalar\u0131n pe\u015finden ko\u015fuyorken bug\u00fcn\u00fcn \u015fartlar\u0131nda markalar t\u00fcketicilerin pe\u015finden ko\u015fuyor. Art\u0131k t\u00fcketiciler; i\u015fletmelerin kal\u0131c\u0131 bir izlenim b\u0131rakmas\u0131n\u0131 her zamankinden daha zor hale getiren sonsuz se\u00e7enekler d\u00fcnyas\u0131nda ya\u015f\u0131yor.<\/p>\n\n\n\n
Neden \u0130htiyac\u0131m\u0131z Var?<\/em><\/strong><\/p>\n\n\n\n D\u00fcnyada \u00e7ok b\u00fcy\u00fck bir dijital d\u00f6n\u00fc\u015f\u00fcm var, global markalar y\u00fcksek b\u00fct\u00e7eler ay\u0131rarak bu d\u00f6n\u00fc\u015f\u00fcme \u00f6n ayak oluyor ve nihai t\u00fcketicinin beklentilerini de devaml\u0131 y\u00fckseltiyor.<\/p>\n\n\n\n Bu son derece rekabet\u00e7i ortamda, beklentisi y\u00fckselen t\u00fcketici, her ileti\u015fim kanal\u0131nda y\u00fcksek standartta hizmet istiyor. T\u00fcketici \u00e7a\u011fr\u0131 merkezini arad\u0131\u011f\u0131nda duydu\u011fu g\u00fcler y\u00fczl\u00fc sesi t\u00fcm markalar\u0131n t\u00fcm ileti\u015fim kanallar\u0131nda (yetkili servis, bayi, restoran, ma\u011faza) duymak istiyor.<\/p>\n\n\n\n Bu talebi kar\u015f\u0131lamak ad\u0131na \u201cSaha \u00c7a\u011fr\u0131 Y\u00f6netimi Sistemi\u201d kurguland\u0131.<\/p>\n\n\n\n Ne Yap\u0131yoruz?<\/em><\/strong><\/p>\n\n\n\n Saha \u00c7a\u011fr\u0131 Y\u00f6netimi; ma\u011fazan\u0131n, yetkili servisin, bayinin veya restoran\u0131n yo\u011funluk zamanlar\u0131nda gelen \u00e7a\u011fr\u0131lar\u0131n\u0131n, \u00e7a\u011fr\u0131 merkezine y\u00f6nlendirilmesini sa\u011flar. Bu noktada ama\u00e7; farkl\u0131 lokasyonlarda ve da\u011f\u0131n\u0131k yap\u0131da hizmet sunan ileti\u015fim kanallar\u0131m\u0131za gelen m\u00fc\u015fteri ba\u015fvurular\u0131n\u0131n, merkezi bir yap\u0131 \u00fczerinden; daha h\u0131zl\u0131 ve daha kaliteli y\u00f6netimini sa\u011flamakt\u0131r.<\/p>\n\n\n\n Saha \u00c7a\u011fr\u0131 Y\u00f6netimi; restoranlar\u0131n, yetkili servislerin, bayilerin veya ma\u011fazalar\u0131n \u00fczerindeki \u00e7a\u011fr\u0131 yan\u0131tlama y\u00fck\u00fcn\u00fc ortadan kald\u0131rarak, personeli sat\u0131\u015fa y\u00f6nlendirecek ve t\u00fcketicinin ma\u011faza deneyimini y\u00fckseltecektir.<\/p>\n\n\n\n Hangi Teknolojileri Kullan\u0131yoruz?<\/em><\/strong><\/p>\n\n\n\n T\u00fcmle\u015fik santral altyap\u0131s\u0131n\u0131 kullanarak, restoran, ma\u011faza, bayi, teknik servis ileti\u015fim numaralar\u0131n\u0131n IP\u2019le\u015ftirilmesiyle ba\u015flayan s\u00fcre\u00e7, kurgulanan parametrelere g\u00f6re gelen \u00e7a\u011fr\u0131lar\u0131n hangi birimlerde yan\u0131tlanaca\u011f\u0131n\u0131n karar\u0131n\u0131n verilmesiyle tamamlan\u0131yor.<\/p>\n\n\n\n Ma\u011faza, restoran, bayi veya teknik servis telefon numaralar\u0131, alternatif operat\u00f6rler arac\u0131l\u0131\u011f\u0131yla ip numaralara d\u00f6n\u00fc\u015ft\u00fcr\u00fclerek sanalla\u015ft\u0131r\u0131l\u0131r. Sanalla\u015ft\u0131r\u0131lan bu numaralar \u00e7a\u011fr\u0131 merkezinin de entegre oldu\u011fu bir bulut santralde sonland\u0131r\u0131l\u0131r. Bayi ya da servislere gelen \u00e7a\u011fr\u0131lar, bu bulut santral \u00fczerindeki IVR\u2019da (Sesli Yan\u0131t Sistemi) tan\u0131mlanm\u0131\u015f kriterlere g\u00f6re kimi durumlarda bayi \u00e7al\u0131\u015fanlar\u0131na, kimi durumlarda \u00e7a\u011fr\u0131 merkezindeki g\u00f6revli \u00e7al\u0131\u015fanlara y\u00f6nlendirilir. M\u00fc\u015fterinin IVR taraf\u0131ndan kar\u015f\u0131lanmas\u0131ndan itibaren t\u00fcm s\u00fcre\u00e7 santral taraf\u0131ndan loglan\u0131r ve ses kayd\u0131 al\u0131n\u0131r. Gerekti\u011finde bu \u00e7a\u011fr\u0131lar sahada g\u00f6revli \u00e7al\u0131\u015fan personellerin cep telefonlar\u0131na da y\u00f6nlendirilebilir.<\/p>\n\n\n\n G\u00f6revi ma\u011faza i\u00e7i deneyimini iyile\u015ftirmek ve sat\u0131\u015f yapmak olan ma\u011faza, servis, bayi veya restoran personelinin \u00fczerindeki gelen \u00e7a\u011fr\u0131y\u0131 yan\u0131tlama y\u00fck\u00fc, ihtiya\u00e7 duyuldu\u011funda \u00e7a\u011fr\u0131 merkezi ile de payla\u015f\u0131labilir.<\/p>\n\n\n\n Bu payla\u015f\u0131m ma\u011faza \u00e7al\u0131\u015fan\u0131 deneyimini (Employee Experience) iyile\u015ftirmek a\u00e7\u0131s\u0131ndan da markaya avantaj kazand\u0131r\u0131r.<\/p>\n\n\n\n Hangi K\u0131s\u0131tlar\u0131 Ortadan Kald\u0131r\u0131yoruz?<\/em><\/strong><\/p>\n\n\n\n \u201c<\/em><\/strong>Saha \u00c7a\u011fr\u0131 Y\u00f6netimi Sistemi\u201d ile elektrik kesintisi, santral veya telefon hatlar\u0131ndaki ar\u0131za durumunda ma\u011fazaya, restorana veya servise ula\u015fma zorlu\u011funu a\u015f\u0131yoruz.<\/p>\n\n\n\n Ma\u011faza, restoran veya servis ile yap\u0131lan g\u00f6r\u00fc\u015fmelerde ya\u015fanabilecek memnuniyetsizlikleri minimize ediyoruz.<\/p>\n\n\n\n Ma\u011fazalara gelen, yan\u0131tlanan m\u00fc\u015fteri say\u0131s\u0131 gibi bilinmeyen de\u011ferleri takip etmeye ba\u015fl\u0131yoruz.<\/p>\n\n\n\n Standart Hizmeti Nas\u0131l Veriyoruz?<\/em><\/strong><\/p>\n\n\n\n \u00c7a\u011fr\u0131 merkezi, bilgi ve tecr\u00fcbesiyle restoranlara, bayilere, servislere, temel ve orta seviye \u00e7a\u011fr\u0131 merkezi e\u011fitimleri verir.<\/p>\n\n\n\n Restoranlar taraf\u0131ndan yan\u0131tlanan \u00e7a\u011fr\u0131lar rastgele dinlenir; puanlan\u0131r, ki\u015filere \u00f6zel bireysel e\u011fitim tamamlama hedefleri verilir.<\/p>\n\n\n\n Bayiler, restoranlar ve teknik servisler i\u00e7in CSAT puan \u00f6l\u00e7\u00fcmleri yap\u0131l\u0131r, geli\u015fim alanlar\u0131 \u00e7\u0131kar\u0131l\u0131r; geli\u015fim takip edilir.<\/p>\n\n\n\n Bu kurgu sayesinde y\u00f6neticiler; bayiler, restoranlar, servisler \u00f6zelinde karneler haz\u0131rlar.<\/p>\n\n\n\n Her bayi, restoran veya teknik servis \u00e7al\u0131\u015fan\u0131 \u00e7a\u011fr\u0131 merkezi personeli gibi de\u011ferlendirilir, ayl\u0131k karneler haz\u0131rlan\u0131r, kalite hedefleri verilir.<\/p>\n\n\n\n Hizmet kalitesi konusunda yeterli ba\u015far\u0131y\u0131 g\u00f6steremeyen bayiler, restoranlar veya teknik servisler i\u00e7in geli\u015ftirme programlar\u0131 olu\u015fturularak, nihai t\u00fcketici hizmetini standartla\u015ft\u0131rmak ad\u0131na planlama yap\u0131l\u0131r.<\/p>\n\n\n\n M\u00fc\u015fteri deneyimi (Customer Experience) s\u00fcrecini iyile\u015ftirmek i\u00e7in hayata ge\u00e7irdi\u011fimiz Saha \u00c7a\u011fr\u0131 Y\u00f6netimi Sisteminin sonu\u00e7lar\u0131n\u0131n, markalar\u0131m\u0131z \u00fczerindeki olumlu etkisini hep beraber takip etmeye devam ediyoruz.<\/p>\n\n\n\n Saha \u00c7a\u011fr\u0131 Y\u00f6netimi Sisteminin hayata ge\u00e7irilmesinde kendi deneyimlerini de payla\u015farak bizlere destek olan SN. U\u011fur \u0130PEK\u2019e sevgi ve sayg\u0131lar\u0131m\u0131zla,<\/p>\n\n\n\n Bayilerin, restoranlar\u0131n ve servislerin e\u011fitimlerinde Mobixa uygulamas\u0131n\u0131n kullan\u0131m\u0131yla bizlere destek olan SN. Mehmet AKG\u00dcN\u2019e sevgi ve sayg\u0131lar\u0131m\u0131zla,<\/p>\n","protected":false},"excerpt":{"rendered":" T\u00fcketici davran\u0131\u015flar\u0131 de\u011fi\u015fiyor, yeni nesil t\u00fcketiciler markaya zarar verebilecek t\u00fcm noktalar\u0131 \u00e7ok iyi tan\u0131yor, Net Promoter Score (NPS) nedir biliyor ihtiya\u00e7 duyduklar\u0131nda sosyal medya kanallar\u0131 \u00fczerinden [\u2026]<\/span><\/p>\n","protected":false},"author":6,"featured_media":1243,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-1241","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-makale"],"_links":{"self":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1241","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/comments?post=1241"}],"version-history":[{"count":2,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1241\/revisions"}],"predecessor-version":[{"id":1245,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1241\/revisions\/1245"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media\/1243"}],"wp:attachment":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media?parent=1241"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/categories?post=1241"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/tags?post=1241"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}