{"id":1366,"date":"2021-05-06T08:32:43","date_gmt":"2021-05-06T11:32:43","guid":{"rendered":"https:\/\/echoccs.com\/wp-blog\/?p=1366"},"modified":"2021-05-06T08:32:44","modified_gmt":"2021-05-06T11:32:44","slug":"musteri-deneyim-merkezlerinin-en-meshur-kotu-karakteri-kacan-cagrilar-abandoned-calls-yazi-dizisi-3-7","status":"publish","type":"post","link":"https:\/\/echoccs.com\/wp-blog\/index.php\/2021\/05\/06\/musteri-deneyim-merkezlerinin-en-meshur-kotu-karakteri-kacan-cagrilar-abandoned-calls-yazi-dizisi-3-7\/","title":{"rendered":"M\u00fc\u015fteri Deneyim Merkezlerinin En Me\u015fhur K\u00f6t\u00fc Karakteri: Ka\u00e7an \u00c7a\u011fr\u0131lar (Abandoned Calls) Yaz\u0131 Dizisi 3\/7"},"content":{"rendered":"\n<p><span style=\"color:#0094a3\" class=\"has-inline-color\">\u00c7a\u011fr\u0131lar neden ka\u00e7ar? Tekrar ararlar m\u0131? Tekrar \u00c7a\u011fr\u0131s\u0131 (Repeat Call) nedir?<\/span><\/p>\n\n\n\n<p>Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n olu\u015fumunda bir\u00e7ok fakt\u00f6r say\u0131labilir. \u00c7a\u011fr\u0131 merkezine g\u00f6re de\u011fi\u015fmekle birlikte, bu fakt\u00f6rlerin en belli ba\u015fl\u0131calar\u0131n\u0131, yo\u011funluk s\u0131ras\u0131na g\u00f6re a\u015fa\u011f\u0131daki gibi s\u0131ralamak m\u00fcmk\u00fcnd\u00fcr:<\/p>\n\n\n\n<p><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">Uzun S\u00fcre Beklemek:<\/span><\/strong><\/p>\n\n\n\n<p>Bir \u00e7a\u011fr\u0131 merkezini aray\u0131p da tahamm\u00fcl\u00fcn\u00fcz\u00fc a\u015facak kadar uzun beklemek kimin can\u0131n\u0131 s\u0131kmaz ki! Bu en fazla rastlanan sebeptir ve olduk\u00e7a can s\u0131k\u0131c\u0131d\u0131r; hem arayan i\u00e7in, hem de aranan \u00e7a\u011fr\u0131 merkezi i\u00e7in.<\/p>\n\n\n\n<p>Bu fakt\u00f6r nedeniyle ger\u00e7ekle\u015fen Kapanan \u00c7a\u011fr\u0131lar arayanda ciddi bir \u00f6fke olu\u015fturabilir. Bu \u00f6fkenin sebepleri farkl\u0131d\u0131r; hizmet alamamak, ilgisizlik alg\u0131s\u0131, telefon \u00fccretinin arayana yazmas\u0131 gibi.<\/p>\n\n\n\n<p>Kapanan \u00e7a\u011fr\u0131lardan hangilerinin \u201cUzun b\u00fcre bekledi\u011fi\u201d kabul edilmelidir? Bu, \u00e7a\u011fr\u0131 merkezine g\u00f6re de\u011fi\u015fmektedir. Kimi \u00e7a\u011fr\u0131 merkezinde bu s\u00fcre bir dakikan\u0131n \u00fczeri olarak kabul edilirken, baz\u0131 \u00e7a\u011fr\u0131 merkezlerinde (veya baz\u0131 d\u00f6nemlerde) on dakikal\u0131k bir bekleme bile uzun say\u0131lmayabilir. \u00c7a\u011fr\u0131 merkezleri kendi istatistiklerini g\u00f6zlemleyerek Ortalama Terk Etme S\u00fcresinin (Average Time to Abandon) \u00fczerinde kalan Ka\u00e7an \u00c7a\u011fr\u0131 kapanma s\u00fcrelerini uzun s\u00fcre beklemi\u015f olarak kabul edebilirler.<\/p>\n\n\n\n<p><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">Uzun S\u00fcre Bekleyece\u011fini Anlamak<\/span><\/strong><\/p>\n\n\n\n<p>Arayan\u0131n, uzun s\u00fcre bekleme ihtimalinin fark\u0131na varmas\u0131 sonucunda \u00e7a\u011fr\u0131y\u0131 sonland\u0131rmas\u0131d\u0131r. Bu \u201c\u0130htimal\u201d nas\u0131l anla\u015f\u0131labilir; elbette ki, \u00e7a\u011fr\u0131 merkezinin bu bilgilendirmeyi yapmas\u0131 ile.<\/p>\n\n\n\n<p>Bu bilgilendirme, tahmini bekleme s\u00fcresinin, kuyruktaki s\u0131ra numaras\u0131n\u0131n veya her ikisinin de birden arayana s\u00f6ylenmesi ile sa\u011flanabilir. Bu bildirimin nas\u0131l, neden yap\u0131lmas\u0131 veya yap\u0131lmamas\u0131 gerekti\u011fini ilgili b\u00f6l\u00fcmde a\u00e7\u0131klam\u0131\u015ft\u0131k.<\/p>\n\n\n\n<p>Ka\u00e7an \u00e7a\u011fr\u0131lar\u0131n i\u00e7inden bu t\u00fcr \u00e7a\u011fr\u0131lar\u0131 ay\u0131rt etmek olduk\u00e7a zor olsa da, k\u0131sa s\u00fcrede \u00e7a\u011fr\u0131y\u0131 sonland\u0131rm\u0131\u015f olan arayanlar\u0131n \u00f6zellikle de bekleme bilgilendirmesini dinlemi\u015f olmas\u0131, bu kategoriye konulabilecek bir \u00e7a\u011fr\u0131 oldu\u011funu da kabul etmemize dayanak olabilir.<\/p>\n\n\n\n<p>Bu t\u00fcr \u00e7a\u011fr\u0131lar Ortalama Terk Etme S\u00fcresinin (Average Time to Abandon) de\u011ferini d\u00fc\u015f\u00fcrece\u011fi i\u00e7in, raporlar\u0131n analizinde bir miktar yan\u0131lmalara sebep olabilir.<\/p>\n\n\n\n<p>Bu t\u00fcr \u00e7a\u011fr\u0131lar\u0131n tekrar arama oranlar\u0131 olduk\u00e7a y\u00fcksektir; \u00e7\u00fcnk\u00fc, daha uygun bir zamanda araman\u0131n uygun olaca\u011f\u0131na karar vermi\u015f bu arayanlar, uzun s\u00fcre beklemedikleri i\u00e7in daha az sinirli olurlar ama bu bilgilendirmelerin tekrar tekrar yap\u0131lmak zorunda kalmas\u0131 ve terk zorunlulu\u011funun devam etmesi arayan\u0131n tolerans\u0131n\u0131 zorlayacakt\u0131r. <strong><\/strong><\/p>\n\n\n\n<p><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">Beklemeye Hi\u00e7 Tahamm\u00fcl\u00fc Olmamak<\/span><\/strong><\/p>\n\n\n\n<p>Bir grup arayan vard\u0131r ki, sab\u0131rs\u0131z ve beklemeye asla tahamm\u00fcl edemeyen ki\u015filerdir. Zaman k\u0131s\u0131t\u0131 olan ki\u015filerin bu \u015fekilde hemen \u00e7a\u011fr\u0131 sonland\u0131rmay\u0131 tercih ettikleri g\u00f6r\u00fclmektedir. Beklememeyi kendileri tercih ettikleri i\u00e7in, tekrar tekrar aramaya en meyilli olan arayan grup budur. \u00c7\u00fcnk\u00fc \u201cBirazc\u0131k beklemeyi tercih etselerdi belki bir m\u00fc\u015fteri temsilcisine ba\u011flanabileceklerinin\u201d fark\u0131ndad\u0131rlar. Ne \u00e7ok uzun s\u00fcre beklemi\u015flerdir, ne de kendisine uzun bekleyece\u011fi ihtimalini belirten bir mesaj alm\u0131\u015flard\u0131r. Buna ra\u011fmen h\u0131zla \u00e7a\u011fr\u0131y\u0131 sonland\u0131rmalar\u0131 tekrar aramaya meyilli olmalar\u0131n\u0131n ve tahamm\u00fcllerinin y\u00fcksek olmas\u0131n\u0131n da ana sebebidir.<\/p>\n\n\n\n<p><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">Yanl\u0131\u015f Aramak<\/span><\/strong><\/p>\n\n\n\n<p>Olmaz sanmay\u0131n\u0131z; arama ve ard\u0131ndan \u00e7a\u011fr\u0131y\u0131 h\u0131zla sonland\u0131rma olduk\u00e7a s\u0131k kar\u015f\u0131lanan bir durumdur.<\/p>\n\n\n\n<p>Arayanlar yanl\u0131\u015f arad\u0131klar\u0131n\u0131 nas\u0131l anlarlar? Bu sorunun cevab\u0131n\u0131 \u015f\u00f6yle bir liste ile verebiliriz:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Arad\u0131\u011f\u0131 numaran\u0131n yanl\u0131\u015fl\u0131\u011f\u0131n\u0131n fark\u0131na varmak (En h\u0131zl\u0131 terk t\u00fcr\u00fcd\u00fcr)<\/li><li>\u0130lk kar\u015f\u0131lama anonsunu duydu\u011funda fark\u0131na varmak (En h\u0131zl\u0131 ikinci t\u00fcrd\u00fcr)<\/li><\/ul>\n\n\n\n<p>Bunlar\u0131n yan\u0131s\u0131ra, \u00e7a\u011fr\u0131 sonland\u0131r\u0131lmadan yani m\u00fc\u015fteri temsilcisine ba\u011fland\u0131ktan sonra yanl\u0131\u015f arama ger\u00e7ekle\u015ftirdi\u011fini anlayan arayanlar da olduk\u00e7a \u00e7oktur. Bu \u00e7a\u011fr\u0131lar Ka\u00e7an \u00c7a\u011fr\u0131 olu\u015fturmazlar, ama K\u0131sa \u00c7a\u011fr\u0131 (Short Call) dedi\u011fimiz, konu\u015fma s\u00fcresi olduk\u00e7a k\u0131sa \u00e7a\u011fr\u0131lar olu\u015fturmaktad\u0131r.&nbsp; K\u0131sa \u00c7a\u011fr\u0131 (Short Call) terimini, h\u0131zl\u0131 bir \u015fekilde (\u00d6r. 10 Saniye) olu\u015fan Ka\u00e7an \u00c7a\u011fr\u0131lar i\u00e7in de kullan\u0131lmaktad\u0131r.<\/p>\n\n\n\n<p>Peki ka\u00e7an bu \u00e7a\u011fr\u0131lar tekrarlan\u0131r m\u0131? Evet, arayanlardan bir k\u0131sm\u0131 \u00e7a\u011fr\u0131y\u0131 sonland\u0131rd\u0131ktan bir s\u00fcre sonra tekrar arayabilirler.<\/p>\n\n\n\n<p>Bu \u00e7a\u011fr\u0131lara <em>Ka\u00e7an \u00c7a\u011fr\u0131n\u0131n Tekrar Aramas\u0131 (Abandon Recall, Abandon RPT Call, Abandon Repeat Call)<\/em> denilir.&nbsp; Bir Ka\u00e7an \u00c7a\u011fr\u0131n\u0131n tekrar aramas\u0131nda genellikle \u201cAraman\u0131n nedeni\u201d etkili olmaktad\u0131r; e\u011fer arayan ki\u015finin bu \u00e7a\u011fr\u0131 merkezinden ba\u015fka bir yeri aramas\u0131 m\u00fcmk\u00fcn de\u011filse, ba\u015fka bir eri\u015fim kanal\u0131 yoksa, e\u011fer bir sat\u0131nalma talebi ile aranm\u0131\u015f ve bu \u00fcr\u00fcn\u00fcn veya alternatifinin ba\u015fka bir yerden al\u0131nmas\u0131 m\u00fcmk\u00fcn de\u011filse <em>Ka\u00e7an \u00c7a\u011fr\u0131n\u0131n Tekrar Aramas\u0131 (Abandon Recall, Abandon RPT Call, Abandon Repeat Call)<\/em>&nbsp; daha fazla ger\u00e7ekle\u015fecektir. Bu tekrar arama t\u00fcr\u00fcn\u00fcn motivasyonlar\u0131 konusunda her \u00e7a\u011fr\u0131 merkezinin kendi hizmet alan\u0131 ve yap\u0131s\u0131 \u0131\u015f\u0131\u011f\u0131nda analiz yapmas\u0131, bu analiz sonucuna g\u00f6re <em>Ka\u00e7an \u00c7a\u011fr\u0131lara (Abandoned Calls)<\/em> nas\u0131l yakla\u015f\u0131laca\u011f\u0131n\u0131n yol haritas\u0131n\u0131n olu\u015fturmas\u0131 gerekir.<\/p>\n\n\n\n<p><span style=\"color:#0094a3\" class=\"has-inline-color\">Bloke Edilen \u00c7a\u011fr\u0131lar da Ka\u00e7an \u00c7a\u011fr\u0131 Say\u0131l\u0131r m\u0131?<\/span><\/p>\n\n\n\n<p>Bloke Edilen \u00c7a\u011fr\u0131lar (Blocked Calls) kavram\u0131n\u0131 detayl\u0131 \u015fekilde incelemenizi \u00f6nerip, bu t\u00fcr \u00e7a\u011fr\u0131lar\u0131n da Ka\u00e7an \u00c7a\u011fr\u0131 olarak kabul edilip edilmeyece\u011fine bir bakal\u0131m.<\/p>\n\n\n\n<p>\u00c7ok k\u0131saca belirtmek gerekrise Bloke Edilen \u00c7a\u011fr\u0131lar (Blocked Calls), de\u011fi\u015fik nedenlerden dolay\u0131 \u201cArayanlara me\u015fgul sinyali verilmesidir.\u201d<\/p>\n\n\n\n<p>E\u011fer Ka\u00e7an \u00c7a\u011fr\u0131 tan\u0131m\u0131n\u0131 \u201cBir M\u00fc\u015fteri temsilcisine ba\u011flanamadan sonlanm\u0131\u015f \u00e7a\u011fr\u0131lar\u201d olarak yaparsak Bloke Edilen \u00c7a\u011fr\u0131lar (Blocked Calls) da Ka\u00e7an \u00c7a\u011fr\u0131 s\u0131n\u0131f\u0131na girerler. E\u011fer bu tan\u0131m\u0131 \u201cKuyru\u011fa girdikten sonra \u00e7a\u011fr\u0131n\u0131n sonland\u0131r\u0131lmas\u0131\u201d \u015feklinde daralt\u0131rsak, bu durumda Bloke Edilen \u00c7a\u011fr\u0131lar (Blocked Calls) Ka\u00e7an \u00c7a\u011fr\u0131 say\u0131lmazlar.<\/p>\n\n\n\n<p>Kanaatimiz odur ki, Bloke Edilen \u00c7a\u011fr\u0131lar (Blocked Calls) da Ka\u00e7an \u00c7a\u011fr\u0131 raporlar\u0131ndan ayr\u0131 olarak takip edilebilse de, hem arayan\u0131n davran\u0131\u015flar\u0131 hem de \u00e7a\u011fr\u0131 merkezinin bu \u00e7a\u011fr\u0131larla ilgilenme \u015fekilleri g\u00f6z \u00f6n\u00fcne al\u0131nd\u0131\u011f\u0131nda ciddi bir benzerlik ta\u015f\u0131maktad\u0131rlar (b\u00f6yle olmas\u0131 da do\u011frudur). Yani, bu \u00e7a\u011fr\u0131lar\u0131n Tekrar \u00c7a\u011fr\u0131s\u0131 (Repeat Call) olu\u015fturma ihtimali olduk\u00e7a y\u00fcksektir. Ayn\u0131 zamanda Ka\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback) \u00e7al\u0131\u015fmas\u0131 bu t\u00fcr \u00e7a\u011fr\u0131lara da yap\u0131labilir.<\/p>\n\n\n\n<p>Kuyru\u011fa girdikten sonra ka\u00e7an \u00e7a\u011fr\u0131lar\u0131n, Bloke Edilen \u00c7a\u011fr\u0131lardan en \u00f6nemli fark\u0131, birincisinin arayan\u0131n kendi iradesiyle \u00e7a\u011fr\u0131y\u0131 sonland\u0131rmas\u0131, ikincisinin ise \u00e7a\u011fr\u0131 merkezinin insiyatifi ile, bilin\u00e7li olarak sonland\u0131r\u0131lmas\u0131d\u0131r. Birincisinde karar verici \u201cArayan\u201d, ikincisinde ise \u201c\u00c7a\u011fr\u0131 Merkezidir\u201d.<\/p>\n\n\n\n<p>Ka\u00e7an \u00c7a\u011fr\u0131lar m\u0131 yoksa Bloke Edilen \u00c7a\u011fr\u0131lar m\u0131 daha fazla \u00f6fke yarat\u0131r? Kim bilebilir!&nbsp; Bu sorunun cevab\u0131, \u015fu sorunun da cevab\u0131 ile paraleldir: \u201cBekledim bekledim a\u00e7an yok !\u201d&nbsp; diyen ki\u015fi mi daha sinirli olur, yoksa \u201dHer arad\u0131\u011f\u0131mda me\u015fgul sinyali al\u0131yorum !\u201d diyen mi?&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00c7a\u011fr\u0131lar neden ka\u00e7ar? Tekrar ararlar m\u0131? Tekrar \u00c7a\u011fr\u0131s\u0131 (Repeat Call) nedir? Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n olu\u015fumunda bir\u00e7ok fakt\u00f6r say\u0131labilir. \u00c7a\u011fr\u0131 merkezine g\u00f6re de\u011fi\u015fmekle birlikte, bu fakt\u00f6rlerin en belli<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":1367,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-1366","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\/1366","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\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/comments?post=1366"}],"version-history":[{"count":2,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1366\/revisions"}],"predecessor-version":[{"id":1381,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1366\/revisions\/1381"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media\/1367"}],"wp:attachment":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media?parent=1366"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/categories?post=1366"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/tags?post=1366"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}