{"id":1349,"date":"2020-07-01T16:46:11","date_gmt":"2020-07-01T13:46:11","guid":{"rendered":"https:\/\/telnum.net\/?p=1349"},"modified":"2021-10-27T14:59:57","modified_gmt":"2021-10-27T11:59:57","slug":"contact-center-vs-call-center","status":"publish","type":"post","link":"https:\/\/telnum.net\/tr\/news\/contact-center-vs-call-center\/","title":{"rendered":"\u0130leti\u015fim Merkezi ve \u00c7a\u011fr\u0131 Merkezi: \u0130\u015fletmemin hangisine ihtiyac\u0131 var?"},"content":{"rendered":"<p>Her i\u015fletme daha iyi olmak, geli\u015fmek, m\u00fc\u015fterilerine daha iyi hizmet vermek i\u00e7in geli\u015fir. Ancak g\u00fcn\u00fcm\u00fczde teknolojinin geli\u015fmesiyle birlikte sunulan t\u00fcm farkl\u0131 ayr\u0131cal\u0131klarla; baz\u0131 \u015firketler bunlardan hangisinin i\u015flerine en fazla fayda sa\u011flayaca\u011f\u0131na karar vermekte zorlan\u0131yor. Hemen hemen t\u00fcm b\u00fcy\u00fck \u015firketler \u00e7a\u011fr\u0131 merkezine yat\u0131r\u0131m yapt\u0131 ancak yeni teknolojiyle birlikte \u00e7a\u011fr\u0131 merkezi yerine ileti\u015fim merkezine ilerlemek gibi se\u00e7enekler de var. \u0130leti\u015fim merkezi ile \u00e7a\u011fr\u0131 merkezi aras\u0131ndaki fark nedir?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 merkezi nedir?<\/h2>\n\n\n\n<p>Daha geleneksel bir bak\u0131\u015f a\u00e7\u0131s\u0131 ve uzun \u00f6m\u00fcrl\u00fcl\u00fck a\u00e7\u0131s\u0131ndan, \u00e7a\u011fr\u0131 merkezleri m\u00fc\u015fteri hizmetleri sa\u011flaman\u0131n en \u00f6nde gelen yolu olmu\u015ftur ve etkili olduklar\u0131 kan\u0131tlanm\u0131\u015ft\u0131r. Bir \u00e7a\u011fr\u0131 merkezinin esas olarak gelen, giden veya bu iki \u00e7a\u011fr\u0131n\u0131n birle\u015fimini y\u00f6neten bir ofis ortam\u0131 vard\u0131r. Bir \u00e7a\u011fr\u0131 merkezinin ana hedefleri aras\u0131nda telekom\u00fcnikasyon, doland\u0131r\u0131c\u0131l\u0131\u011f\u0131n \u00f6nlenmesi, bilgi toplama ve bilgi toplama yer al\u0131r, ancak ilerledik\u00e7e \u00e7a\u011fr\u0131 merkezlerinde, \u00e7a\u011fr\u0131n\u0131n ana endi\u015fesini belirtmeye ve da\u011f\u0131tmaya yard\u0131mc\u0131 olan IVR veya etkile\u015fimli sesli yan\u0131t gibi de\u011fi\u015fiklikler oldu. Sorunun zaman\u0131nda \u00e7\u00f6z\u00fclmesi i\u00e7in ACD veya otomatik \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131 ad\u0131 verilen y\u00f6ntemle uzman bir temsilciye iletilir. \u00c7a\u011fr\u0131 merkezlerinin ana ileti\u015fim kayna\u011f\u0131 telefondur ve m\u00fc\u015fteri hizmetlerini, sat\u0131\u015flar\u0131 ve telefonla pazarlamay\u0131 te\u015fvik eder.<img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/1kjJek1QJ86VUjAzqs83pQNvA_uuk5IpDI-akg8acxT9qMbQzm26smD3ICs6zK7Pdea0K5FewXuC4ijus-d56h_ViLQsanUI9JMLb8Qk1Ep2Qb2zdxDH5ZYf_HCzkXjCaTWPNmBO\" width=\"650\" height=\"467.1071428571429\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u0130leti\u015fim merkezi nedir?<\/h2>\n\n\n\n<p>\u0130leti\u015fim merkezleri nispeten yenidir ve t\u00fcm i\u015fletmeler bundan ge\u00e7i\u015f yapmam\u0131\u015f, aksine ilerici bir merkez olmu\u015ftur. Bir ileti\u015fim merkezi, tipik bir \u00e7a\u011fr\u0131 merkezi gibi \u00e7ok \u00e7e\u015fitli hizmetler sunar; bunlar olduk\u00e7a \u00e7e\u015fitlidir ve bulut tabanl\u0131 destek i\u00e7erir; hizmetleri VoIP veya \u0130nternet \u00dczerinden Ses Protokol\u00fc, e-posta, telefon, metin, sohbet, sosyal medya ve do\u011frudan web sitesi aray\u00fcz\u00fcn\u00fc i\u00e7erir. \u0130leti\u015fim merkezleri, t\u00fcketicilerine daha \u00e7ok kanall\u0131 bir m\u00fc\u015fteri deste\u011fi sa\u011flar ve d\u0131\u015f firmalar taraf\u0131ndan i\u015fletilebilir ve faturaland\u0131rma hizmetleri, telefonla pazarlama ve bor\u00e7 gibi durumlarda m\u00fc\u015fteri deste\u011fi sa\u011flayabilir. \u0130leti\u015fim merkezleri, kuyruk teorisi ve y\u00f6neylem ara\u015ft\u0131rmas\u0131 gibi baz\u0131 matematiksel modelleri entegre ederek optimizasyon problemlerini \u00e7\u00f6zmek i\u00e7in daha b\u00fcy\u00fck bir \u00f6l\u00e7e\u011fe sahip olmalar\u0131na yard\u0131mc\u0131 olur. \u0130leti\u015fim merkezleri marka imaj\u0131n\u0131 korur ve t\u00fcketicilerine her t\u00fcrl\u00fc dijital platformda, b\u00fct\u00fcnle\u015fik ve ayn\u0131 sistemden hizmet vermeye devam eder.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/vcmVJbwkYVSGM_KqDOwcc5SlLv7lVGr9-M9ucnVChKWkMU8BvgYOVrmfG3AQWZWMymCgD9F-VTnWy0YxKCy_3rHhLY_oirv4V18JI987gFw3dkZO_4O18wfy4hqP-aBHf4Jf2bc4\" alt=\"\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">\u0130leti\u015fim Merkezi vs \u00c7a\u011fr\u0131 Merkezi: Fark Nedir?<\/h2>\n\n\n\n<p>\u0130leti\u015fim merkezleri ve \u00e7a\u011fr\u0131 merkezleri g\u00fcn\u00fcm\u00fczde i\u015fletmelere s\u0131zm\u0131\u015f, farkl\u0131 i\u015f ama\u00e7lar\u0131 ve farkl\u0131 bir m\u00fc\u015fteri deneyimi sa\u011flamak i\u00e7in kullan\u0131lan iki m\u00fc\u015fteri hizmetidir. Benzerliklere ra\u011fmen, birka\u00e7 farkl\u0131l\u0131\u011f\u0131n da oldu\u011fu ve bunun daha fazla tart\u0131\u015f\u0131laca\u011f\u0131 g\u00f6r\u00fc\u015f\u00fcndeler.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>&nbsp;Ileti\u015fim kanallar\u0131<\/li><\/ul>\n\n\n\n<p>\u0130leti\u015fim a\u00e7\u0131s\u0131ndan, \u00e7a\u011fr\u0131 merkezleri m\u00fc\u015fterilere telefon, sosyal medya, e-posta, web sitesi, metin ve daha bir\u00e7ok gibi daha geni\u015f bir ileti\u015fim arac\u0131 sa\u011flarken, \u00e7a\u011fr\u0131 merkezinin ana ileti\u015fim kanal\u0131 yaln\u0131zca telefon arac\u0131l\u0131\u011f\u0131ylad\u0131r.<\/p>\n\n\n\n<p>Telefon g\u00f6r\u00fc\u015fmeleri ger\u00e7ek zamanl\u0131 olarak ger\u00e7ekle\u015fir ve her arama \u00e7ok zaman al\u0131r ve temsilcilerin daha fazla arama almas\u0131n\u0131 engeller, b\u00f6ylece daha fazla insan g\u00fcc\u00fc ihtiyac\u0131 artar ve i\u015fletme maliyetinin b\u00fcy\u00fck bir k\u0131sm\u0131 al\u0131n\u0131r.<\/p>\n\n\n\n<p>\u0130leti\u015fim merkezleri, t\u00fcketicilerine ula\u015fmak i\u00e7in e-posta, telefon, sosyal medya, web sitesi, metin ve daha fazlas\u0131n\u0131 kullanarak daha fazla dijitalle\u015fiyor ve bu da daha geni\u015f bir etkile\u015fim yelpazesi sa\u011fl\u0131yor. Ayr\u0131ca acenteler ayn\u0131 anda iki veya \u00fc\u00e7 m\u00fc\u015fteriye hizmet verebilir, b\u00f6ylece sorunlar\u0131 daha h\u0131zl\u0131 \u00e7\u00f6zebilir ve t\u00fcketicilere daha k\u0131sa bekleme s\u00fcresi vererek daha iyi bir deneyim ya\u015famalar\u0131n\u0131 sa\u011flayabilirler.<\/p>\n\n\n\n<p>Teknoloji ilerledik\u00e7e halk da geli\u015fti ve markalara herhangi bir konuda yard\u0131m istemek veya dan\u0131\u015fmak i\u00e7in daha fazla dijital yol kullanma f\u0131rsat\u0131 verildi. \u0130leti\u015fim merkezleri yaz\u0131l\u0131m\u0131yla, t\u00fcketicilere yard\u0131mc\u0131 olmak i\u00e7in daha fazla kat\u0131l\u0131m ve etkile\u015fim meydana gelecektir.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u00c7ok kanall\u0131 kuyruk y\u00f6netimi<\/li><\/ul>\n\n\n\n<p><em>&nbsp;<\/em>\u00c7a\u011fr\u0131 merkezi ortam\u0131nda t\u00fcm \u00e7\u00f6z\u00fcmler ve konu\u015fmalar telefon arac\u0131l\u0131\u011f\u0131yla iletilirken, ileti\u015fim merkezlerinde birden fazla platform \u00fczerinden ileti\u015fim kuruldu\u011fundan \u00e7ok kanall\u0131 kuyruk y\u00f6netimine sahip olmak bir zorunluluktur.<\/p>\n\n\n\n<p>\u0130leti\u015fim merkezi yaz\u0131l\u0131m\u0131 sayesinde \u00e7ok kanall\u0131 kuyruk y\u00f6netimi, her t\u00fcketicinin ve temsilcinin herhangi bir platformda iletti\u011fi t\u00fcm g\u00f6r\u00fc\u015fmeleri ve \u00e7\u00f6z\u00fcmleri takip etmelerine yard\u0131mc\u0131 olur. Bu ayn\u0131 zamanda y\u00f6neticilerin her sorguyu temsilcilerine e\u015fit \u015fekilde da\u011f\u0131tmas\u0131na ve kaliteden \u00f6d\u00fcn vermeden onlara daha dengeli bir i\u015f y\u00fck\u00fc sa\u011flamas\u0131na olanak tan\u0131r.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Geleneksel ve dijital<\/li><\/ul>\n\n\n\n<p>Zaman ge\u00e7tik\u00e7e \u00f6nde gelen i\u015fletmeler, t\u00fcketicilerine daha fazla sat\u0131\u015f ve etkile\u015fim sa\u011flamak ve m\u00fc\u015fterilerinin taleplerini kar\u015f\u0131layabilmek i\u00e7in daha fazla yol ar\u0131yor. Geriye d\u00f6n\u00fck olarak bak\u0131ld\u0131\u011f\u0131nda t\u00fcketicilerin ula\u015fabilecekleri tek yol, d\u00fczeltilmesi gereken bir sorunla kar\u015f\u0131la\u015ft\u0131klar\u0131ndad\u0131r. Bu, m\u00fc\u015fteri hizmetleriyle ileti\u015fime ge\u00e7melerine ve aramalar\u0131n\u0131n uzman bir temsilciye y\u00f6nlendirilmesini beklemelerine ve \u00e7ok fazla zaman kaybetmelerine yol a\u00e7ar.<\/p>\n\n\n\n<p>Bug\u00fcnden itibaren \u015firketler, t\u00fcketicilerinin ya\u015fayabilece\u011fi bu ortak sorunlar\u0131 \u00f6nceden tahmin ederek, aramaya veya destek istemeye gerek kalmadan, gelecekte destek bildirimi fazlal\u0131\u011f\u0131n\u0131 azaltacak \u015fekilde onlara kolayca \u00e7\u00f6z\u00fcm sunman\u0131n yollar\u0131n\u0131 ar\u0131yor. Kolayca eri\u015filebilen bu \u00e7\u00f6z\u00fcmlerle, t\u00fcketicinin sorular\u0131 ger\u00e7ek zamanl\u0131 olarak ve daha az bekleme s\u00fcresiyle yan\u0131tlanarak daha proaktif bir m\u00fc\u015fteri hizmeti sa\u011flan\u0131yor.<\/p>\n\n\n\n<p>Proaktif m\u00fc\u015fteri hizmetleri g\u00fcn\u00fcm\u00fcz markalar\u0131n\u0131n \u00f6ne \u00e7\u0131kan \u00f6zelli\u011fidir; yaln\u0131zca daha fazla m\u00fc\u015fteriye ula\u015fmakla kalmaz, ayn\u0131 zamanda iyi miktarda sat\u0131\u015f sa\u011flar. Bir ileti\u015fim merkezi yaz\u0131l\u0131m\u0131yla temsilciler, m\u00fc\u015fterilerin hayal k\u0131r\u0131kl\u0131\u011f\u0131n\u0131 tespit ederek ve onlara ula\u015fmaya gerek kalmadan onlara hemen yard\u0131mc\u0131 olarak daha proaktif bir m\u00fc\u015fteri hizmeti sa\u011flayabilir. Bu onlara m\u00fc\u015fteri hizmetleri verirken geleneksel \u00e7a\u011fr\u0131 merkezine k\u0131yasla b\u00fcy\u00fck bir avantaj sa\u011fl\u0131yor.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/KEtaFGqa0syTyYJTHw2o-4S3OcTWbYL091X1B8BFa5n8Hk3FjWMTepyAz9DS8nEuw_Y_Up-wYf37doylVMYg6bzmhN_0nK1D3Rr6kF_ds8XUG0AbHZ4Cv8SBHaIOZNxhyQx74JjO\" alt=\"\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\"><li>Self servis y\u00f6netimi<\/li><\/ul>\n\n\n\n<p>\u0130leti\u015fim merkezleri, \u00e7a\u011fr\u0131 merkeziyle ilgili olarak sorgular\u0131 ele al\u0131rken bir self-servis portal\u0131, destek sohbet robotu ve topluluk forumlar\u0131 sunar; \u00e7a\u011fr\u0131 merkezi, \u00e7a\u011fr\u0131 merkezi arac\u0131l\u0131\u011f\u0131yla kurulan ilk ileti\u015fimdir. <a href=\"https:\/\/telnum.net\/tr\/services\/ivr\/\">etkile\u015fimli sesli yan\u0131t (IVR) hizmetleri<\/a>. \u00c7a\u011fr\u0131 merkezlerinin \u00e7o\u011funda y\u00fcksek miktarda gelen \u00e7a\u011fr\u0131 olmas\u0131na ve uzman bir temsilciyle konu\u015fmak genellikle daha uzun zaman almas\u0131na ra\u011fmen, bu da b\u00fcy\u00fck miktarda hayal k\u0131r\u0131kl\u0131\u011f\u0131na neden olur ve zaman al\u0131c\u0131d\u0131r.<\/p>\n\n\n\n<p>G\u00fcn\u00fcm\u00fczde t\u00fcketiciler genellikle markan\u0131n web sitesinde bulunan self-servis portallar veya SSS&#039;ler arac\u0131l\u0131\u011f\u0131yla kendi ba\u015flar\u0131na \u00e7\u00f6z\u00fcm bulmay\u0131 tercih ediyor. \u0130leti\u015fim geli\u015ftik\u00e7e, e-postalar\u0131n, sohbet robotu veya self servis portal\u0131 taraf\u0131ndan yan\u0131tlanmayan konularda destek istemede daha dinamik bir ara\u00e7 oldu\u011fu d\u00fc\u015f\u00fcn\u00fcl\u00fcyor. Bir ileti\u015fim y\u00f6ntemi olarak e-postalara sahip olmak, t\u00fcketicilerin hayal k\u0131r\u0131kl\u0131\u011f\u0131n\u0131 azalt\u0131r ve uzman bir temsilciyle konu\u015fmak i\u00e7in s\u0131rada beklemeyi k\u0131salt\u0131r. B\u00f6ylece m\u00fc\u015fterinizin acil ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131laman\u0131n daha rahat bir yolunu yarat\u0131rs\u0131n\u0131z.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>&nbsp;&nbsp;Otomatik bilet y\u00f6nlendirme ve otomasyonlar<\/li><\/ul>\n\n\n\n<p>\u0130leti\u015fim merkezleri \u00e7a\u011fr\u0131 olu\u015fturma, g\u00fcncelleme, atama ve zamana dayal\u0131 tetikleyiciler konusunda otomasyonlar\u0131 kullan\u0131rken \u00e7a\u011fr\u0131 merkezleri bunu kullanmaz. Bir ileti\u015fim merkezinde, uzmanl\u0131klar\u0131na, deneyimlerine ve \u00f6nceki m\u00fc\u015fteri ge\u00e7mi\u015flerine g\u00f6re biletleri acentelere y\u00f6nlendirmek i\u00e7in otomasyonlar\u0131 kullan\u0131yorlar. Bu sistem sayesinde ileti\u015fim merkezi temsilcileri, m\u00fc\u015fterilerinin sorgular\u0131n\u0131n \u00e7\u00f6z\u00fcm s\u00fcresini k\u0131salt\u0131r ve onlar\u0131 kolayla\u015ft\u0131r\u0131lm\u0131\u015f bir deneyime y\u00f6nlendirir. Sistemi daha organize tutman\u0131n ba\u015fka yollar\u0131 da vard\u0131r ve bu da otomasyondan ge\u00e7er; bu, biletleri kategorize etmek, bilet \u00f6zelliklerini g\u00fcncellemek ve \u00e7o\u011funlukla takip etmek ve t\u00fcketicilerle olan d\u00f6ng\u00fcy\u00fc kapatmak i\u00e7in kullan\u0131l\u0131r. \u0130leti\u015fim merkezi \u00e7\u00f6z\u00fcmleri ayr\u0131ca temsilcilerinin dengeli bir \u00e7al\u0131\u015fma ortam\u0131na sahip olmas\u0131na ve herhangi bir t\u00fckenmi\u015fli\u011fin \u00f6nlenmesine yard\u0131mc\u0131 olan \u00f6zelliklere de sahiptir. \u00d6zellikler aras\u0131nda haz\u0131r yan\u0131tlar, haz\u0131r formlar ve biletleme \u015fablonlar\u0131 bulunur; tekrarlanan g\u00f6revleri azalt\u0131r ve temsilci ile t\u00fcketici i\u00e7in daha fazla etkile\u015fimi art\u0131r\u0131r. Her ikisi de daha sa\u011fl\u0131kl\u0131 bir m\u00fc\u015fteri hizmetleri veya deste\u011fine yol a\u00e7arak daha fazla \u00fcretkenli\u011fe yol a\u00e7ar.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Birle\u015fik m\u00fc\u015fteri g\u00f6r\u00fcn\u00fcm\u00fc<\/li><\/ul>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezinin ana ileti\u015fim hatt\u0131 telefon g\u00f6r\u00fc\u015fmeleri yoluyla ger\u00e7ekle\u015fir; bu, herhangi bir sorgulaman\u0131n veya sorgunun yaln\u0131zca m\u00fc\u015fteri deste\u011finin aranmas\u0131 yoluyla iletildi\u011fi anlam\u0131na gelir. Bu, entegrasyonla m\u00fc\u015fterilerin 360 derecelik g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc sa\u011flayan ileti\u015fim merkezi yaz\u0131l\u0131m\u0131yla kar\u015f\u0131la\u015ft\u0131r\u0131ld\u0131\u011f\u0131nda biraz dezavantajl\u0131 oldu\u011funu g\u00f6steriyor. Bir ileti\u015fim merkezi yaz\u0131l\u0131m\u0131, t\u00fcm dijital platformlar arac\u0131l\u0131\u011f\u0131yla hizmetler sa\u011flar ve bunlar\u0131, her bir destek talebine ve ilerlemeye ili\u015fkin daha b\u00fct\u00fcnsel bir g\u00f6r\u00fcn\u00fcme sahip olabilece\u011finiz tek bir platformda toplar. Temsilciler, t\u00fcketicileri aras\u0131nda ve her sorguda daha d\u00fczenli bir konu\u015fma e\u011filimine sahip olacak. Bu ayn\u0131 zamanda bir temsilci ve \u015firket olarak sa\u011flad\u0131klar\u0131 hizmet hakk\u0131nda geri bildirim toplamaya yard\u0131mc\u0131 olacak bir y\u00f6ntem olarak da hizmet eder.<\/p>\n\n\n\n<p>Yukar\u0131da bahsedildi\u011fi gibi, \u00e7a\u011fr\u0131 merkezi ile \u00e7a\u011fr\u0131 merkezi pay\u0131 aras\u0131nda bir\u00e7ok fark vard\u0131r; \u00f6nemli olan, ikisinden hangisinin \u015firketinize en fazla fayda sa\u011flayaca\u011f\u0131 veya her ikisine de sahip olabilece\u011finizdir. Se\u00e7iminizde herhangi bir s\u0131n\u0131rlama yoktur ancak h\u00e2l\u00e2 teredd\u00fct ediyorsan\u0131z bunlar bir ileti\u015fim merkezinin sahip oldu\u011fu \u00f6zelliklerden baz\u0131lar\u0131d\u0131r:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Geli\u015fmi\u015f \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131<\/li><\/ul>\n\n\n\n<p>\u0130leti\u015fim merkezleri, gelen \u00e7a\u011fr\u0131lar\u0131n uzman temsilcilere e\u015fit \u015fekilde da\u011f\u0131t\u0131lmas\u0131na ve bekleme s\u00fcresinin azalt\u0131lmas\u0131na yard\u0131mc\u0131 olan bir kuyruk sistemi kurmu\u015ftur. IVR gibi sistemler de ileti\u015fim merkezlerine dahildir, ancak IVR&#039;nin amac\u0131 gelen \u00e7a\u011fr\u0131lar\u0131n azalt\u0131lmas\u0131na yol a\u00e7acak acil sorunlar\u0131 \u00e7\u00f6zmek olsa da, bu \u00f6zelli\u011fi s\u0131n\u0131rlayan ve uzman bir temsilci taraf\u0131ndan desteklenmesi gereken baz\u0131 sorgular vard\u0131r.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Mod\u00fclerlik<\/li><\/ul>\n\n\n\n<p>Bir ileti\u015fim merkezinin y\u00f6neticileri, ekiplerinin i\u015f y\u00fck\u00fcne ve hedeflerine eri\u015ferek onlara grup olarak maksimum verimlilik ve \u00fcretkenlik sa\u011flayabilir. Bireysel olarak \u00e7al\u0131\u015fsalar bile ekip olarak temaslar\u0131 ve hedefleri payla\u015fabilirler. Bu, daha s\u0131k\u0131 ve daha kat\u0131 g\u00fcvenlik ayr\u0131nt\u0131lar\u0131na sahip olmam\u0131z\u0131 ve verileri g\u00fcvence alt\u0131na almam\u0131z\u0131 sa\u011flar. \u0130leti\u015fim merkezinin yap\u0131s\u0131, y\u00fcksek hacimli biletlere ve gelen \u00e7a\u011fr\u0131lara uyum sa\u011flamak amac\u0131yla nispeten esnektir.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>&nbsp;Kodlar<\/li><\/ul>\n\n\n\n<p>Her ileti\u015fim merkezi temsilcisi, t\u00fcm m\u00fc\u015fteri etkile\u015fimleri i\u00e7in bir komut dosyas\u0131 payla\u015f\u0131r. Bu, endi\u015felerin iletilmesine veya daha do\u011frusu do\u011fru sorular\u0131n sorulmas\u0131na ve her soruya do\u011fru yan\u0131tlar\u0131n verilmesine yard\u0131mc\u0131 olur. Komut dosyalar\u0131, t\u00fcm ileti\u015fim merkezi temsilcilerine, bir kontrol listesinin her bireye yapt\u0131\u011f\u0131 gibi, t\u00fcm do\u011fru kutular\u0131n i\u015faretlenmesi konusunda bir hat\u0131rlatma olarak yard\u0131mc\u0131 olur. Do\u011fa\u00e7laman\u0131n da \u00e7ok faydal\u0131 olabilece\u011fi anlar vard\u0131r.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>&nbsp;&nbsp;Ger\u00e7ek zamanl\u0131 raporlama<\/li><\/ul>\n\n\n\n<p>Performans\u0131 ve m\u00fc\u015fteri memnuniyetini izlemenin bir yolu olarak, analitikler ve \u00e7ok y\u00f6nl\u00fc veriler bir araya getiriliyor ve her temsilci ve onlar\u0131n performans\u0131 i\u00e7in kesin ve kesin bir sonu\u00e7 veriliyor. Kalite g\u00fcvencenize yard\u0131mc\u0131 olmak ve bir ileti\u015fim merkezi olarak hizmetlerinizi iyile\u015ftirmenin yollar\u0131n\u0131 bulmak i\u00e7in Temel Performans G\u00f6stergelerine odaklanmak.<\/p>\n\n\n\n<p>Sonu\u00e7 olarak, \u00f6nemli olan bunlardan hangisinin \u015firketiniz i\u00e7in en faydal\u0131 olaca\u011f\u0131d\u0131r. Her ikisi de g\u00fcn\u00fcm\u00fcz i\u015f d\u00fcnyas\u0131nda kullan\u0131l\u0131yor, bu sadece bir maliyet meselesi ve bu da kendi \u015firketiniz i\u00e7in daha a\u011f\u0131r.<\/p>","protected":false},"excerpt":{"rendered":"<p>Her i\u015fletme daha iyi olmak, geli\u015fmek, m\u00fc\u015fterilerine daha iyi hizmet vermek i\u00e7in geli\u015fir. Ancak g\u00fcn\u00fcm\u00fczde teknolojinin geli\u015fmesiyle birlikte sunulan t\u00fcm farkl\u0131 ayr\u0131cal\u0131klarla; baz\u0131 \u015firketler bunlardan hangisinin i\u015flerine en fazla fayda sa\u011flayaca\u011f\u0131na karar vermekte zorlan\u0131yor. Hemen hemen t\u00fcm b\u00fcy\u00fck \u015firketler yat\u0131r\u0131m yapt\u0131\u2026 <\/p>","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-1349","post","type-post","status-publish","format-standard","hentry","category-news"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Center vs Call Center: Which does my business need?<\/title>\n<meta name=\"description\" content=\"What is the difference between a contact center and a call center?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/telnum.net\/tr\/news\/contact-center-vs-call-center\/\" \/>\n<meta property=\"og:locale\" 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