{"id":1391,"date":"2021-08-09T12:35:31","date_gmt":"2021-08-09T15:35:31","guid":{"rendered":"https:\/\/echoccs.com\/wp-blog\/?p=1391"},"modified":"2026-02-06T08:19:45","modified_gmt":"2026-02-06T11:19:45","slug":"musteri-deneyim-merkezlerinin-en-meshur-kotu-karakteri-kacan-cagrilar-abandoned-calls-yazi-dizisi-5-7","status":"publish","type":"post","link":"https:\/\/echoccs.com\/wp-blog\/index.php\/2021\/08\/09\/musteri-deneyim-merkezlerinin-en-meshur-kotu-karakteri-kacan-cagrilar-abandoned-calls-yazi-dizisi-5-7\/","title":{"rendered":"M\u00fc\u015fteri Deneyim Merkezlerinin En Me\u015fhur K\u00f6t\u00fc Karakteri: Ka\u00e7an \u00c7a\u011fr\u0131lar (Abandoned Calls) Yaz\u0131 Dizisi 5\/7"},"content":{"rendered":"\n<p><span style=\"color:#0094a3\" class=\"has-inline-color\">Oranlar (RATE)<\/span><\/p>\n\n\n\n<p>Ka\u00e7an \u00c7a\u011fr\u0131 kavram\u0131 \u00e7a\u011fr\u0131 merkezlerinin en temel ve \u00f6nemli kavramlar\u0131ndand\u0131r.&nbsp; Sekt\u00f6rle biraz ilgiliyseniz, bu kavram\u0131n en yayg\u0131n \u015fekilde kullan\u0131lan terimlerden birisi oldu\u011funu hemen farkedeceksiniz.<\/p>\n\n\n\n<p>Bu yayg\u0131nl\u0131\u011f\u0131 ve \u00f6nemi nedeniyle, bir\u00e7ok Oran (Rate) i\u00e7eren ba\u015fka terimlerin de temelini olu\u015fturmaktad\u0131r. Ka\u00e7an \u00e7a\u011fr\u0131lar ile ilgili bir\u00e7ok \u00f6l\u00e7\u00fclebilir, istatistiksel de\u011ferler vard\u0131r. Oran (Rate) dedi\u011fimiz bu de\u011ferler % olarak birimlendirilirler ve \u00f6nemli g\u00f6stergelerdir.<\/p>\n\n\n\n<p>Bunlardan sadece birka\u00e7 tanesini saymak gerekirse:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Abandon Rate<\/li>\n\n\n\n<li>Abandoned Call Rate<\/li>\n\n\n\n<li>Abandon Callback Rate<\/li>\n\n\n\n<li>Abandoned Calls After Threshold Rate<\/li>\n\n\n\n<li>Abandoned Calls Before Threshold\u00a0 Rate<\/li>\n\n\n\n<li>Abandoned Trunk Calls Rate<\/li>\n\n\n\n<li>Call Me Abandon Rate<\/li>\n<\/ul>\n\n\n\n<p>Bu Oran( Rate) i\u00e7eren terimlere yenilerinin de eklenmesi m\u00fcmk\u00fcnd\u00fcr. Her birisi ba\u015fl\u0131 ba\u015f\u0131na bir konudur ama bu yaz\u0131m\u0131zda detayalr\u0131na giremeyece\u011fiz.<\/p>\n\n\n\n<p><span style=\"color:#0094a3\" class=\"has-inline-color\">Ka\u00e7an&nbsp;\u00c7a\u011fr\u0131lar ve SL Etkile\u015fimi\/\u0130li\u015fkisi<\/span><\/p>\n\n\n\n<p><em>Ka\u00e7an \u00c7a\u011fr\u0131 Oran\u0131 (Abandon&nbsp; Rate)<\/em>&nbsp;ile Servis Seviyesi (Service Level, S\/L) aras\u0131nda \u00e7ok s\u0131k\u0131 bir ili\u015fki vard\u0131r. S\/L d\u00fc\u015ft\u00fck\u00e7e&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131 Oran\u0131 (Abandon&nbsp; Rate)<\/em>&nbsp;y\u00fckselir.<\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezlerinde hizmet kalitesi hedefi olarak (kalite sadece S\/L\u2019den ibaret olmasa da) en yayg\u0131n ve hakl\u0131 olarak kullan\u0131lan KPI olarak S\/L\u2019i g\u00f6r\u00fcr\u00fcz.<\/p>\n\n\n\n<p>S\/L, form\u00fclasyonunda ve temsil etti\u011fi dinamikler bak\u0131m\u0131ndan bir \u00e7a\u011fr\u0131 merkezinin, \u00f6zellikle \u00e7a\u011fr\u0131 trafi\u011fi anlam\u0131nda en kapsaml\u0131 KPI de\u011feridir.<\/p>\n\n\n\n<p>Peki ama&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131 Oran\u0131 (Abandon Rate)<\/em>&nbsp;ile S\/L etkile\u015fiminin ayr\u0131 bir ba\u015fl\u0131k ile ele al\u0131nmas\u0131n\u0131n anlam\u0131 nedir; bu il\u015fki bu kadar \u00f6nemli midir? Evet, \u00f6nemlidir. \u00c7\u00fcnk\u00fc, hi\u00e7 de az\u0131msanmayacak adette \u00e7a\u011fr\u0131 merkezinde yanl\u0131\u015f bir alg\u0131 vard\u0131r: Bu yanl\u0131\u015f alg\u0131&nbsp;&nbsp;<strong>\u201c<em>Ka\u00e7an \u00c7a\u011fr\u0131 Oran\u0131 (Abandon Rate)<\/em>&nbsp;hedef olmal\u0131 ve d\u00fc\u015f\u00fcr\u00fclmeli\u201d&nbsp;<\/strong>yan\u0131lg\u0131s\u0131d\u0131r<strong>.<\/strong><\/p>\n\n\n\n<p>Hay\u0131r, b\u00f6yle bir hedef konulamaz. Bu ancak ve ancak, izlenecek bir de\u011fer, bir beklentidir. Bir \u00e7a\u011fr\u0131 merkezi&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131 Oran\u0131 (Abandon Rate)<\/em>&nbsp; olarak bir hedef koysa dahi, bunun do\u011fal ba\u011flant\u0131l\u0131 girdisi olan S\/L hedefini de ona g\u00f6re revize etmelidir. Asl\u0131nda S\/L \u00fczerinden gitmeli, tercih edilen S\/L neticesinde sonu\u00e7 olarak olu\u015fan&nbsp;<em>Ka\u00e7an \u00c7a\u011fr\u0131 Oran\u0131 (Abandoned Calls Rate)<\/em>&nbsp;makul bir seviyede mi, ona bakmal\u0131d\u0131r.<\/p>\n\n\n\n<p><span style=\"color:#0094a3\" class=\"has-inline-color\">Ka\u00e7an&nbsp;\u00c7a\u011fr\u0131lar\u0131&nbsp;Azaltma Metodlar\u0131<\/span><\/p>\n\n\n\n<p>Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131 azaltmak m\u00fcmk\u00fcnd\u00fcr. Bunun bir\u00e7ok do\u011frudan ve dolayl\u0131 y\u00f6ntemi vard\u0131r. Daha az \u00e7a\u011fr\u0131 ka\u00e7\u0131rman\u0131n en kestirme yolu, \u00e7a\u011fr\u0131 merkezinde hizmet sunmakta olan, ayn\u0131 anda haz\u0131r bulunan m\u00fc\u015fteri temsilcisi adedini art\u0131rmakt\u0131r. Bu se\u00e7enek en basit tedbir olmas\u0131na ra\u011fmen, ayn\u0131 zamanda en pahal\u0131s\u0131d\u0131r da.<\/p>\n\n\n\n<p>Bir \u00e7a\u011fr\u0131 merkezi, g\u00fcnl\u00fck, haftal\u0131k veya ayl\u0131k olarak daha az Ka\u00e7an \u00c7a\u011fr\u0131 ile \u00e7al\u0131\u015fmay\u0131 hedefliyor ise, gelen \u00e7a\u011fr\u0131 trafi\u011finin da\u011f\u0131l\u0131m\u0131na ve desenlerini (pattern) dikkatle analiz etmelidir. Yeni bir \u00e7a\u011fr\u0131 merkezi, k\u0131sa bir s\u00fcre i\u00e7erisinde trafik y\u00fck\u00fcn\u00fcn ve deseninin bilgisine sahip olacakt\u0131r; bu \u201cal\u0131\u015fma, tan\u0131\u015fma, tan\u0131ma\u201d a\u015famas\u0131n\u0131 dikkate almazsak, daha sonras\u0131 i\u00e7in daha do\u011fru bir personel vardiya plan\u0131 haz\u0131rlamak m\u00fcmk\u00fcnd\u00fcr. Yani, tarihsel trafik bilgisi \u0131\u015f\u0131\u011f\u0131nda gelecek trafik y\u00fck\u00fc ve da\u011f\u0131l\u0131m\u0131 tahmin edilir ve hedeflenen S\/L seviyesinin tutturulabilmesi i\u00e7in nas\u0131l bir vardiya plan\u0131 gerekli oldu\u011fu anla\u015f\u0131labilir. Bu haz\u0131rl\u0131k, beraberinde Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n da hedeflenen seviyede kalmas\u0131na yard\u0131mc\u0131 olacakt\u0131r.Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131n azalt\u0131lmas\u0131 veya hedeflenen seviyede tutulmas\u0131 i\u00e7in en s\u0131k kullan\u0131lan metot budur.<\/p>\n\n\n\n<p>Bunun yan\u0131s\u0131ra, daha endirek metodlar da kullan\u0131labilir. Bu endirekt metodlar baz\u0131 tespitler ve bu tespitler \u0131\u015f\u0131\u011f\u0131nda al\u0131nacak olan \u201ctedbirlerle\u201d ilintilidir. Mesela, personelin e\u011fitim yetersizli\u011fi, yeni bir \u00fcr\u00fcn veya hizmetin bilgisinin sunumunun tahmin edilenden uzun zaman almas\u0131, teknik nedenlere Ortalama Ele Alma S\u00fcresinin (Average Handling Time-AHT) y\u00fcksek olmas\u0131, vardiyaya uyumsuzluk gibi nedenler, daha s\u0131rad\u0131\u015f\u0131 veya anl\u0131k nedenlerdir. Rutinde olmayan veya \u00f6ng\u00f6r\u00fclemeyen bu gibi durumlar i\u00e7in anl\u0131k \u00e7\u00f6z\u00fcmler \u00fcretilebilece\u011fi gibi, ileride tekrarlanmas\u0131n\u0131 engelleyecek daha orta vadeli tedbirler de denenebilir.<\/p>\n\n\n\n<p>Buraya kadar belirtti\u011fimiz Ka\u00e7an \u00c7a\u011fr\u0131 Azaltma metodlar\u0131 daha k\u00f6kl\u00fc, orta-uzun vadeli ve kal\u0131c\u0131 \u00e7\u00f6z\u00fcmlerdir. Bunun yan\u0131s\u0131ra, k\u0131sa vadeli ve dene-g\u00f6r tarz\u0131 baz\u0131 metodlar da uygulanabilir. Ka\u00e7an \u00c7a\u011fr\u0131 ba\u015fl\u0131\u011f\u0131 alt\u0131nda ele al\u0131nan konulardan birisi olan&nbsp;<em>Bekletme<\/em>&nbsp;<em>Anonsun (Delay Annonuncement)<\/em>&nbsp;i\u00e7eri\u011fi, s\u00fcresi, dinletime anlar\u0131 ve adetleri de bu konuda yard\u0131mc\u0131 olabilir. Bu mesajlar arayan\u0131n beklemeye sabr\u0131n\u0131 art\u0131rsa da, Ka\u00e7an \u00c7a\u011fr\u0131lar\u0131 s\u0131f\u0131rlamak i\u00e7in yeterli de\u011fildir.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Oranlar (RATE) Ka\u00e7an \u00c7a\u011fr\u0131 kavram\u0131 \u00e7a\u011fr\u0131 merkezlerinin en temel ve \u00f6nemli kavramlar\u0131ndand\u0131r.&nbsp; Sekt\u00f6rle biraz ilgiliyseniz, bu kavram\u0131n en yayg\u0131n \u015fekilde kullan\u0131lan terimlerden birisi oldu\u011funu hemen farkedeceksiniz.<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":1392,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-1391","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\/1391","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=1391"}],"version-history":[{"count":3,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1391\/revisions"}],"predecessor-version":[{"id":1897,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/posts\/1391\/revisions\/1897"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media\/1392"}],"wp:attachment":[{"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/media?parent=1391"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/categories?post=1391"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/echoccs.com\/wp-blog\/index.php\/wp-json\/wp\/v2\/tags?post=1391"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}