{"id":1375,"date":"2021-06-04T07:24:17","date_gmt":"2021-06-04T10:24:17","guid":{"rendered":"https:\/\/echoccs.com\/wp-blog\/?p=1375"},"modified":"2021-06-04T07:24:19","modified_gmt":"2021-06-04T10:24:19","slug":"musteri-deneyim-merkezlerinin-en-meshur-kotu-karakteri-kacan-cagrilar-abandoned-calls-yazi-dizisi-4-7","status":"publish","type":"post","link":"https:\/\/echoccs.com\/wp-blog\/index.php\/2021\/06\/04\/musteri-deneyim-merkezlerinin-en-meshur-kotu-karakteri-kacan-cagrilar-abandoned-calls-yazi-dizisi-4-7\/","title":{"rendered":"M\u00fc\u015fteri Deneyim Merkezlerinin En Me\u015fhur K\u00f6t\u00fc Karakteri: Ka\u00e7an \u00c7a\u011fr\u0131lar (Abandoned Calls) Yaz\u0131 Dizisi 4\/7"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><span style=\"color:#0094a3\" class=\"has-inline-color\">Ka\u00e7\u0131r\u0131lan\u00a0\u00c7a\u011fr\u0131lar\u00a0\u0130\u00e7in Uygulamalar\/Yap\u0131labilecekler<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Daha \u00f6nce de belirtti\u011fimiz gibi,\u00a0sa\u011fl\u0131kl\u0131 ve verimli bir \u00e7a\u011fr\u0131 merkezinde \u201cKa\u00e7an \u00e7a\u011fr\u0131 olmas\u0131 ka\u00e7\u0131n\u0131lmazd\u0131r\u201d. Peki bu \u00e7a\u011fr\u0131lar i\u00e7in ne yap\u0131labilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00d6ncelikle belirtmek gerekli ki, Ka\u00e7an \u00c7a\u011fr\u0131lar ile ilgili bir uygulama yap\u0131labilmesi i\u00e7in bu \u00e7a\u011fr\u0131lar\u0131n raporlar\u0131n\u0131n al\u0131nmas\u0131, da\u011f\u0131l\u0131m\u0131n analiz edilmesi ve bir aksiyon plan\u0131 belirlenmesi gereklidir. Bu analizlerde \u015fu ba\u015fl\u0131klar\u0131n ele al\u0131nmas\u0131 gereklidir:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n Adedi<\/li><li>Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n S\u00fcre Da\u011f\u0131l\u0131m\u0131<\/li><li>Tekrar \u00c7a\u011fr\u0131lar\u0131n Belirlenmesi ve Tamamlan\u0131p Tamamlanmad\u0131\u011f\u0131n\u0131n G\u00f6r\u00fclmesi<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Bu \u00e7al\u0131\u015fma sonras\u0131nda, Ka\u00e7an \u00c7a\u011fr\u0131lar i\u00e7in yap\u0131labilecek \u00fc\u00e7 uygulama vard\u0131r:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">Tamam\u0131na \u201cKa\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)\u201d<\/span><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n tamam\u0131na&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)<\/em>&nbsp;yap\u0131lmas\u0131d\u0131r. Ka\u00e7an \u00c7A\u011fr\u0131s\u0131 y\u00fcksek olan bir \u00e7a\u011fr\u0131 merkezi i\u00e7in cididi kaynak ve organizasyon gerektirebilir. Planlanmas\u0131 zordur. Hangi \u00e7a\u011fr\u0131lara \u00f6ncelikli d\u00f6n\u00fc\u015f yap\u0131laca\u011f\u0131, ne zaman d\u00f6n\u00fc\u015f yap\u0131laca\u011f\u0131, eri\u015filememesi durumunda nas\u0131l bir yol izlenece\u011fi gibi konular\u0131n belirlenmesi gereklidir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bu metod, klasik \u00e7a\u011fr\u0131 merkezlerinde pek fazla kullan\u0131lmaz. \u00d6zellikle sat\u0131\u015f yapan ve bir reklam sonras\u0131 (do\u011frudan sat\u0131\u015f yapan TV reklamlar\u0131 sonras\u0131 aramalar gibi) \u00e7ok yo\u011fun gelen \u00e7a\u011fr\u0131lar\u0131n Ka\u00e7an \u00c7a\u011fr\u0131ya d\u00f6n\u00fc\u015ft\u00fcr\u00fclmesi ve reklam\u0131n etkisinin ge\u00e7mesinin ard\u0131ndan d\u00f6n\u00fc\u015flerin yap\u0131lmas\u0131 gibi durumlarda kullan\u0131lmaktad\u0131r. Bu t\u00fcr Ka\u00e7an \u00c7a\u011fr\u0131lar, kuyru\u011fa al\u0131nd\u0131ktan sonra veya bloke edilerek ka\u00e7\u0131r\u0131l\u0131m\u0131\u015flard\u0131r ama bilgileri kay\u0131t alt\u0131na al\u0131nm\u0131\u015ft\u0131r (arayan numara, tarih saat, varsa talep kodu vs)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>&nbsp;Beni Ara Ka\u00e7an \u00c7a\u011fr\u0131lar (Call Me Abandon)&nbsp;<\/em>bu d\u00f6n\u00fc\u015f metodunda \u00f6ncelikli olmal\u0131 ve vadedilen s\u00fcre i\u00e7inde ele al\u0131nmal\u0131d\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">K\u0131smi \u201cKa\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)\u201d<\/span><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n \u201cbir k\u0131sm\u0131na\u201d&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)<\/em>&nbsp;yap\u0131lmas\u0131d\u0131r. Bu \u201cBir k\u0131s\u0131m\u201d nas\u0131l belirlenecektir sorusunun cevab\u0131 kritiktir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">D\u00f6n\u00fc\u015f yap\u0131lacak olan Ka\u00e7an \u00e7a\u011fr\u0131lar\u0131n belirlenmesinde de\u011fi\u015fik fakt\u00f6rler etkilidir ve burada sadece baz\u0131lar\u0131n\u0131 saymakla yetinece\u011fim:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Raporlar\u0131n analizinde Tekrar Aramalar\u0131 (Repeat Call) birden fazla olan ama bir t\u00fcrl\u00fc \u00e7a\u011fr\u0131s\u0131 ele al\u0131namadan kapanm\u0131\u015f olan arayanlar<\/li><li>\u00c7a\u011fr\u0131 merkezini sat\u0131nalma i\u00e7in aram\u0131\u015f olanlar (Bu ayr\u0131m\u0131, tu\u015flamadan, aranan numaradan veya ba\u015fka baz\u0131 kriterlerle belirlemek gerekir)<\/li><li>Ayn\u0131 m\u00fc\u015fteri temsilcisi grubu (Havuzu) taraf\u0131ndan kar\u015f\u0131lanan ama farkl\u0131 hat gruplar\u0131ndan gelen \u00e7a\u011fr\u0131lardan, \u00f6nemli olarak kabul edilen hattan gelenlerin ayr\u0131\u015ft\u0131r\u0131lmas\u0131 ile olu\u015fturulan bir gruba (\u00d6rne\u011fin, \u015fikayet ve bilgi hatt\u0131na de\u011fil, eCommerce hatt\u0131na d\u00f6nmek gibi)<\/li><li>Arayan\u0131n numaras\u0131na g\u00f6re (CLID bilgisinin veritaban\u0131 ile kar\u015f\u0131la\u015ft\u0131r\u0131l\u0131p arayan\u0131n CRM bilgilerine bak\u0131larak; \u00f6r. VIP ki\u015filere d\u00f6n\u00fc\u015f yap\u0131lmas\u0131 gibi)<\/li><li>\u00c7a\u011fr\u0131 merkezinin yo\u011funlu\u011funa g\u00f6re (Yo\u011funlu\u011fun \u00e7ok az oldu\u011fu zaman aral\u0131klar\u0131nda Ka\u00e7an \u00c7a\u011fr\u0131lara d\u00f6n\u00fc\u015f yaparken, artt\u0131\u011f\u0131 zamanlarda olu\u015fanlara d\u00f6n\u00fc\u015f yapmamak)<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Beni Ara Ka\u00e7an \u00c7a\u011fr\u0131lar (Call Me Abandon)&nbsp;<\/em>bu d\u00f6n\u00fc\u015f metodunda \u00f6ncelikli olmal\u0131 ve vadedilen s\u00fcre i\u00e7inde ele al\u0131nmal\u0131d\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><span style=\"color:#0094a3\" class=\"has-inline-color\">Ka\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback) Yapmamak<\/span><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hi\u00e7&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)<\/em>&nbsp;yap\u0131lmas\u0131d\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En basit metod budur&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Basit olmas\u0131, hatal\u0131 ve kabul edilemez oldu\u011fu anlam\u0131na gelmez. Ka\u00e7an \u00c7a\u011fr\u0131 oran\u0131n %1-3 gibi d\u00fc\u015f\u00fck oldu\u011fu klasik ve makul S\/L ile \u00e7al\u0131\u015fan \u00e7a\u011fr\u0131 merkezlerinde bu metod s\u0131k\u00e7a tercih edilse de, ka\u00e7an \u00e7a\u011fr\u0131lar\u0131n az olmas\u0131&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)&nbsp;<\/em>yapmak i\u00e7in gerek\u00e7e de olabiliri; zira zaten az bir adetten bahsedildi\u011fi i\u00e7in, eldeki kaynaklar bunun i\u00e7in rahatl\u0131kla yeterli oalcakt\u0131r.&nbsp;&nbsp;. Dikkat edilirse S\/L kavram\u0131n\u0131n Ka\u00e7an \u00c7a\u011fr\u0131 ile bir arada kullanm\u0131\u015f olduk.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">S\/L ve Ka\u00e7an \u00c7a\u011fr\u0131 ilkisi ka\u00e7\u0131n\u0131lmazd\u0131r. Ka\u00e7an \u00c7a\u011fr\u0131 oran\u0131n S\/L hedefinin bir sonucudur.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ka\u00e7an \u00e7a\u011fr\u0131lar\u0131n artmas\u0131 durumunda kullan\u0131lan metod de\u011fi\u015ftirilebilir mi? Olabilir. Bu durumda yap\u0131lmas\u0131 gereken, iyi bir vardiya planlamas\u0131 veya personel art\u0131r\u0131m\u0131 ile ka\u00e7an \u00e7a\u011fr\u0131 oran\u0131n\u0131n bu seviyelerde tutmaya, yani asl\u0131nda S\/L hedefini istenen noktaya y\u00fckseltmesidir. Gerisi do\u011fal olarak ray\u0131na oturacakt\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hangi metodun kullan\u0131laca\u011f\u0131na \u00e7a\u011fr\u0131 merkezinin yap\u0131s\u0131na g\u00f6re karar verilebilir. Bu kararda, \u00e7a\u011fr\u0131 merkezinin kurum i\u00e7indeki misyonu, Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n kurum i\u00e7in \u00f6nemi, \u00e7a\u011fr\u0131 merkezinin sat\u0131\u015f odakl\u0131 olup olmamas\u0131 (sat\u0131\u015f yapan bir \u00e7a\u011fr\u0131 merkezi) gibi fakt\u00f6rler etkilidir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bu kontada \u015fu ayr\u0131m\u0131 yap\u0131lmas\u0131nda fayda vard\u0131r; B<em>eni Ara Ka\u00e7an \u00c7a\u011fr\u0131lar (Call Me Abandon)&nbsp;<\/em>i\u00e7in tercih edilen metod mutlaka Tamam\u0131na<strong>&nbsp;\u201cKa\u00e7an \u00c7a\u011fr\u0131lara D\u00f6n\u00fc\u015f (Abandon Callback)\u201d&nbsp;<\/strong>&nbsp;olmal\u0131d\u0131r. \u00c7\u00fcnk\u00fc bu kategorideki \u00e7a\u011fr\u0131lar kurumun \u201cArama s\u00f6z\u00fc verdi\u011fi\u201d \u00e7a\u011fr\u0131lard\u0131r ve kurumun imaj\u0131 i\u00e7in bu d\u00f6n\u00fc\u015flerin eksiksiz ve zaman\u0131nda yap\u0131lmas\u0131na gayret edilmelidir<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ka\u00e7\u0131r\u0131lan\u00a0\u00c7a\u011fr\u0131lar\u00a0\u0130\u00e7in Uygulamalar\/Yap\u0131labilecekler Daha \u00f6nce de belirtti\u011fimiz gibi,\u00a0sa\u011fl\u0131kl\u0131 ve verimli bir \u00e7a\u011fr\u0131 merkezinde \u201cKa\u00e7an \u00e7a\u011fr\u0131 olmas\u0131 ka\u00e7\u0131n\u0131lmazd\u0131r\u201d. Peki bu \u00e7a\u011fr\u0131lar i\u00e7in ne yap\u0131labilir. \u00d6ncelikle belirtmek gerekli ki,<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":1379,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-1375","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\/1375","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=1375"}],"version-history":[{"count":3,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1375\/revisions"}],"predecessor-version":[{"id":1389,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1375\/revisions\/1389"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media\/1379"}],"wp:attachment":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media?parent=1375"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/categories?post=1375"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/tags?post=1375"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}