{"id":229287,"date":"2024-07-20T08:50:08","date_gmt":"2024-07-20T06:50:08","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/cagri-merkezi-raporlama-kesin-kilavuzunuz-2024\/"},"modified":"2024-10-18T20:30:33","modified_gmt":"2024-10-18T18:30:33","slug":"cagri-merkezi-raporlama-kesin-kilavuzunuz-2024","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/tr\/blog\/cagri-merkezi-raporlama-kesin-kilavuzunuz-2024\/","title":{"rendered":"\u00c7a\u011fr\u0131 Merkezi Raporlama: Kesin K\u0131lavuzunuz (2026)"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\" id=\"call-center-reporting-the-definitive-guide-2021-1\">\u00c7a\u011fr\u0131 Merkezi Raporlama: Kesin K\u0131lavuzunuz (2025)<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/demo\/\" style=\"border-radius:3px\">\u0130LET\u0130\u015e\u0130M SATI\u015e<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/signup\/\" style=\"border-radius:3px\">\u00dcCRETS\u0130Z DENEY\u0130N<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png\" alt=\"\" class=\"wp-image-203343\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Cloudtalks-2024-Top-Sales-Software-Picks-4.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Arayanlar telefonu kapatmadan \u00f6nce kuyru\u011funuzda ne kadar bekleyecek? Sorgular\u0131 ne s\u0131kl\u0131kla ilk seferde \u00e7\u00f6z\u00fcl\u00fcyor? \u00c7a\u011fr\u0131 merkezinizin sundu\u011fu hizmetten genel olarak ne kadar memnunlar? \u00c7a\u011fr\u0131 merkezi raporlamas\u0131 t\u00fcm bu cevaplar\u0131 ve daha fazlas\u0131n\u0131 sa\u011flayabilir.<\/p>\n\n\n\n<p>\u00d6rnek olarak ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcmleme oran\u0131n\u0131 ele al\u0131rsak, k\u00fcresel k\u0131yaslama <a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">%70-75<\/a>&#8216;tir. Peki, \u00e7a\u011fr\u0131 merkezinizin \u00f6l\u00e7\u00fcm\u00fc yeterli mi ve e\u011fer bilmiyorsan\u0131z ne yapmal\u0131s\u0131n\u0131z?<\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezinizin performans\u0131n\u0131 takip etmek hayati \u00f6nem ta\u015f\u0131r. \u00d6l\u00e7emedi\u011finiz bir \u015feyi iyile\u015ftiremezsiniz, bu nedenle do\u011fru yapman\u0131za yard\u0131mc\u0131 olacak \u00e7a\u011fr\u0131 merkezi raporlamas\u0131n\u0131n i\u00e7 ve d\u0131\u015f y\u00f6nlerine derinlemesine bir dal\u0131\u015f i\u00e7in kemerlerinizi ba\u011flay\u0131n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00d6nemli \u00e7\u0131kar\u0131mlar: <\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Verimli \u00e7a\u011fr\u0131 merkezi raporlar\u0131, ba\u015far\u0131n\u0131n kilit bir bile\u015fenidir. S\u00fcrekli iyile\u015ftirme i\u00e7in KPI \u00f6nceliklendirmesine, k\u0131yaslama belirlemeye, b\u00fct\u00fcnsel de\u011ferlendirmelere ve hedef olu\u015fturmaya odaklan\u0131n.<\/li>\n\n\n\n<li>\u0130\u015f, M\u00fc\u015fteri ve S\u00fcre\u00e7 KPI&#8217;lar\u0131n\u0131n g\u00f6r\u00fcn\u00fcrl\u00fck, ekip uyumu ve m\u00fc\u015fteri memnuniyetinin yan\u0131 s\u0131ra operasyonel verimlilik \u00fczerinde de etkisi vard\u0131r.<\/li>\n\n\n\n<li>CloudTalk gibi ileti\u015fim merkezi raporlama \u00e7\u00f6z\u00fcmleri, ger\u00e7ek zamanl\u0131 metrikler, g\u00f6sterge tablolar\u0131 ve i\u00e7g\u00f6r\u00fclerle raporlamay\u0131 kolayla\u015ft\u0131r\u0131r. Bu, kapsaml\u0131 veriler arac\u0131l\u0131\u011f\u0131yla \u00e7a\u011fr\u0131 merkezi verimlili\u011fini y\u00fckseltir ve bilin\u00e7li karar vermeye yard\u0131mc\u0131 olur.<\/li>\n\n\n\n<li>Alfa raporlar\u0131ndan son kullan\u0131c\u0131 testlerine kadar s\u00fcrekli iyile\u015ftirme, sekt\u00f6rdeki de\u011fi\u015fikliklere uyarlanabilirlik sa\u011flar. \u00c7evik ve etkili karar verme i\u00e7in ilgili verilerle sonu\u00e7lan\u0131r.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-call-center-reporting\">\u00c7a\u011fr\u0131 Merkezi Raporlama Nedir?<\/h2>\n\n\n\n<p>Call center reporting\u2014or contact center reporting for those of you with diverse communication channels\u2014is the process of transforming raw data (real-time and historical) into actionable insights. Those insights are presented as easy-to-understand call or contact center reports,\u00a0 often focused on Key Performance Indicators (KPIs). The goal is to boost customer experience and agent performance.<br\/>Commonly tracked data streams include those from your Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and <a href=\"https:\/\/test-staging.cloudtalk.io\/call-center-workforce-management-solution\/\">Workforce Management System<\/a> (WFM).<\/p>\n\n\n\n<p>Bu veri noktalar\u0131 topland\u0131ktan sonra organize edilebilir ve KPI&#8217;lar\u0131n\u0131z olarak kategorize edilebilir. A\u015fa\u011f\u0131da \u00e7a\u011fr\u0131 veya ileti\u015fim merkezi raporlaman\u0131z\u0131n bir par\u00e7as\u0131 olarak izleyebilece\u011finiz baz\u0131 harika KPI \u00f6rneklerine de\u011finece\u011fiz.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">\u00c7a\u011fr\u0131 merkeziniz i\u00e7in sahip olunmas\u0131 gereken \u00f6zellikleri ke\u015ffedin<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"642\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-Must-have-features.svg\" alt=\"\" class=\"wp-image-177200\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=174943\/\">\u00dccretsiz okuyun<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"call-center-reporting-kpis\">\u00c7a\u011fr\u0131 Merkezi Raporlama KPI&#8217;lar\u0131<\/h2>\n\n\n\n<p>The most useful call center report is one that\u2019s customized to <em>your<\/em> call or contact center. It should provide insights into what <em>you<\/em> know to be the most important indicators of success and high performance for your business.\u00a0<br\/>Let\u2019s take a look at some KPIs you might choose to build your <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/analitik\/\">call center analytics<\/a> and reporting around:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"business-critical-kpis\"><strong>\u0130\u015f Kritik KPI&#8217;lar\u0131<\/strong><\/h3>\n\n\n\n<p>T\u00fcm KPI&#8217;lar &#8220;i\u015f a\u00e7\u0131s\u0131ndan kritik&#8221; de\u011fil mi? diye sordu\u011funuzu duyar gibiyiz. Evet, \u00f6yle. Ancak, bunlar size operasyonlar\u0131n\u0131z\u0131n yukar\u0131dan a\u015fa\u011f\u0131ya, 360 derecelik bir g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc verebilecek g\u00f6stergelerdir. Ayr\u0131nt\u0131lara biraz daha derinlemesine inenlerin aksine.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Net Tavsiye Skoru (NPS)<\/h4>\n\n\n\n<p>M\u00fc\u015fteri Memnuniyetine (CSAT) benzer \u015fekilde, bu metrik de m\u00fc\u015fterilerinizin mutlulu\u011funu \u00f6l\u00e7meye \u00e7al\u0131\u015f\u0131r. Ancak NPS&#8217;nin i\u015fletme merkezli bir y\u00f6n\u00fc vard\u0131r: M\u00fc\u015fterilerinizin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc ba\u015fka birine tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131 \u00f6l\u00e7er.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?<\/strong>  \u00c7\u00fcnk\u00fc y\u00fcksek bir say\u0131, \u00fcr\u00fcn\u00fcn\u00fcz i\u00e7in daha y\u00fcksek g\u00f6r\u00fcn\u00fcrl\u00fck anlam\u0131na gelir.  <br\/><strong>K\u00fcresel K\u0131yaslama: <\/strong>Sekt\u00f6rler aras\u0131nda \u00f6nemli farkl\u0131l\u0131klar g\u00f6sterir<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Ortalama Devir H\u0131z\u0131<\/h4>\n\n\n\n<p>Bu metrik, \u00e7a\u011fr\u0131 merkezi temsilcileriniz aras\u0131ndaki devir h\u0131z\u0131n\u0131 \u00f6l\u00e7er. \u00c7a\u011fr\u0131 merkezleri y\u00fcksek i\u015f hacmi nedeniyle k\u00f6t\u00fc bir \u015f\u00f6hrete sahiptir, ancak sizin operasyonunuz i\u00e7in b\u00f6yle olmak zorunda de\u011fildir.  <br\/><strong>Bu neden \u00f6nemli?  <\/strong>Ekibiniz aras\u0131nda uyuma \u00f6nem vermek, i\u015f g\u00fcc\u00fc devrini azaltacak ve verimlili\u011fi art\u0131racakt\u0131r.<\/p>\n\n\n\n<p>Ancak ciroyu art\u0131rmadan \u00f6nce nerede durdu\u011funuzu bilmeniz gerekir. \u00c7a\u011fr\u0131 merkezi y\u00f6netim raporlar\u0131n\u0131n devir h\u0131z\u0131na odakland\u0131\u011f\u0131 nokta da buras\u0131d\u0131r.<\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong><a href=\"https:\/\/www.observe.ai\/blog\/the-big-list-of-contact-center-interactions-and-kpis\" target=\"_blank\" rel=\"noopener\">37&#8217;den az<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Temas Ba\u015f\u0131na Maliyet<\/h4>\n\n\n\n<p>\u00dcst\u00fcn m\u00fc\u015fteri hizmetlerine paha bi\u00e7ilemeyece\u011fini s\u00f6yleyebilirsiniz. Yine de yapabilece\u011finiz \u015fey, Temas Ba\u015f\u0131na Maliyetinizi \u00f6l\u00e7mektir. Bu, her bir m\u00fc\u015fteri etkile\u015fiminin \u00e7a\u011fr\u0131 veya ileti\u015fim merkezinize ortalama maliyetidir.  <\/p>\n\n\n\n<p>Ki\u015fi ba\u015f\u0131na maliyeti, toplam operasyonel harcamalar\u0131n\u0131z\u0131 belirli bir zaman diliminde ele al\u0131nan \u00e7a\u011fr\u0131 veya ki\u015fi say\u0131s\u0131na b\u00f6lerek hesaplars\u0131n\u0131z.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Ki\u015fi Ba\u015f\u0131na Maliyetin zaman i\u00e7inde izlenmesi, maliyet d\u00fc\u015f\u00fcrme veya verimlilik \u00f6nlemlerinin ba\u015far\u0131s\u0131n\u0131 \u00f6l\u00e7menize yard\u0131mc\u0131 olur.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">$5.50<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Temsilci Etkile\u015fim Puan\u0131<\/h4>\n\n\n\n<p><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">\u00c7a\u011fr\u0131 merkezi y\u00f6neticilerinin %47<\/a> &#8216;si, bir \u00e7a\u011fr\u0131 veya ileti\u015fim merkezini verimli bir \u015fekilde i\u015fletmeye \u00e7al\u0131\u015f\u0131rken en b\u00fcy\u00fck sorunlar\u0131n\u0131n temsilci devri ve devams\u0131zl\u0131k oldu\u011funu d\u00fc\u015f\u00fcn\u00fcyor. Devir h\u0131z\u0131n\u0131 takip etmenin \u00f6neminden daha \u00f6nce bahsetmi\u015ftik.  <\/p>\n\n\n\n<p>Temsilci ba\u011fl\u0131l\u0131\u011f\u0131 puanlar\u0131, temsilcilerin g\u00fcnl\u00fck i\u015flerine ne kadar ba\u011fl\u0131 olduklar\u0131n\u0131n bir \u00f6l\u00e7\u00fcs\u00fcn\u00fc verir.<\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Temsilciler ne kadar ilgili olurlarsa, ayr\u0131lma olas\u0131l\u0131klar\u0131 da o kadar azal\u0131r. Ve onlar\u0131 de\u011fi\u015ftirmek zorunda kalma olas\u0131l\u0131\u011f\u0131n\u0131z o kadar az olur. O halde bu KPI, temsilci devir h\u0131z\u0131 sorununun \u00f6n\u00fcne ge\u00e7menize ve temsilcilerin ayr\u0131l\u0131p ayr\u0131lmayaca\u011f\u0131n\u0131 tahmin etmenize yard\u0131mc\u0131 olur.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong><a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/agent-engagement-comprehensive-guide\" target=\"_blank\" rel=\"noopener\">30 y\u00fcksek<\/a> d\u00fczeyde ba\u011fl\u0131, %11 biraz ba\u011fl\u0131, %54 biraz ba\u011fl\u0131 de\u011fil ve %5 y\u00fcksek d\u00fczeyde ba\u011fl\u0131 de\u011fil.<\/p>\n\n\n\n<p>M\u00fc\u015fteri Memnuniyetine (CSAT) benzer \u015fekilde, bu metrik de m\u00fc\u015fterilerinizin mutlulu\u011funu \u00f6l\u00e7meye \u00e7al\u0131\u015f\u0131r. Ancak NPS&#8217;nin i\u015fletme merkezli bir y\u00f6n\u00fc vard\u0131r: M\u00fc\u015fterilerinizin \u00fcr\u00fcn\u00fcn\u00fcz\u00fc ba\u015fka birine tavsiye etme olas\u0131l\u0131\u011f\u0131n\u0131 \u00f6l\u00e7er. Bu elbette \u00f6nemlidir, \u00e7\u00fcnk\u00fc y\u00fcksek bir say\u0131 \u00fcr\u00fcn\u00fcn\u00fcz i\u00e7in daha y\u00fcksek g\u00f6r\u00fcn\u00fcrl\u00fck anlam\u0131na gelir.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">M\u00fc\u015fteri Kritik KPI&#8217;lar\u0131<\/h3>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezi raporlar\u0131n\u0131n hepsi \u00fcst d\u00fczey, ku\u015f bak\u0131\u015f\u0131 i\u015fler olmamal\u0131d\u0131r. Bazen m\u00fc\u015fterilerinize \u00f6zel olarak yak\u0131nla\u015ft\u0131rma yapmak da i\u015fe yarar. Bunlar, ileti\u015fim merkezi raporlaman\u0131z\u0131n bir par\u00e7as\u0131 olarak kullanabilece\u011finiz m\u00fc\u015fteri d\u00fczeyindeki baz\u0131 KPI&#8217;lard\u0131r.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130lk Temas \u00c7\u00f6z\u00fcm\u00fc (FCR)<\/h4>\n\n\n\n<p>Bu metrik, m\u00fc\u015fterilerinizin sorunlar\u0131n\u0131n konu\u015ftuklar\u0131 ilk temsilci taraf\u0131ndan \u00e7\u00f6z\u00fclme oran\u0131n\u0131 \u00f6l\u00e7er.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Temel olarak, bu oran ne kadar y\u00fcksek olursa, m\u00fc\u015fterileriniz bir b\u00fct\u00fcn olarak i\u015fletmenizden o kadar az hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011frayacakt\u0131r. Herkes sorunlar\u0131n\u0131n h\u0131zl\u0131 bir \u015fekilde \u00e7\u00f6z\u00fclmesini sever, de\u011fil mi?  <\/p>\n\n\n\n<p>Luckily, CloudTalk has a fantastic feature that is sure to boost your FCR rates. It\u2019s called <a href=\"https:\/\/test-staging.cloudtalk.io\/preferred-agent\/\">Preferred Agent<\/a>, and it gives your contact center agents the ability to pair certain customers with certain agents. This means that if a customer and agent got along well during their first call, you can arrange for them to be directly linked the next time the customer calls your business.\u00a0<br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">70-75%<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Hizmet Seviyesi<\/h4>\n\n\n\n<p>A call center\u2019s service level is another of the most <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/blog\/cagri-merkezi-kiyaslamasi-10-temel-metrik-ve-sektor-standartlari\/\">crucial call center metrics<\/a> for analytics and reporting. It\u2019s defined by the percentage of inbound calls answered by agents within a given amount of time. It\u2019s usually given as a pair of numbers, the most popular being the vaunted 80\/20 global call center standard.\u00a0<\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkeziniz i\u00e7in 80\/20 hizmet seviyesine sahip olmak, gelen \u00e7a\u011fr\u0131lar\u0131n y\u00fczde 80&#8217;inin temsilcileriniz taraf\u0131ndan 20 saniye i\u00e7inde yan\u0131tlanmas\u0131 anlam\u0131na gelir. \u00d6l\u00e7mesi kolay bir metriktir ve \u00e7a\u011fr\u0131 merkezi personelinizin dikkati ve verimlili\u011fi hakk\u0131nda iyi ve geni\u015f bir fikir verir.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?<\/strong>  Zaman i\u00e7indeki performans\u0131 izlemek i\u00e7in bir \u00e7a\u011fr\u0131 merkezi k\u0131yaslama raporu olu\u015fturmak i\u00e7in iyi bir temeldir.<br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong>En yayg\u0131n olarak, \u00e7a\u011fr\u0131lar\u0131n %80&#8217;inin 20 saniye i\u00e7inde yan\u0131tlanmas\u0131 = 80\/20<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Ortalama Terk Oran\u0131<\/h4>\n\n\n\n<p>Bu KPI, bir temsilciye ba\u011flanmadan \u00f6nce telefonu kapatan m\u00fc\u015fterilerin y\u00fczdesini \u00f6l\u00e7er.  <\/p>\n\n\n\n<p>Bu, b\u00fcy\u00fck \u00f6l\u00e7\u00fcde \u00e7a\u011fr\u0131 merkezinizin ne kadar yo\u011fun ve iyi personelli oldu\u011funa ba\u011fl\u0131d\u0131r &#8211; gelen \u00e7a\u011fr\u0131lar\u0131 kar\u015f\u0131layacak ne kadar \u00e7ok temsilci varsa, m\u00fc\u015fterileriniz bir temsilciyle o kadar h\u0131zl\u0131 ba\u011flant\u0131 kuracak ve biriyle konu\u015fmadan telefonu kapatma olas\u0131l\u0131klar\u0131 o kadar d\u00fc\u015f\u00fck olacakt\u0131r.  <\/p>\n\n\n\n<p><strong>Why is that important? <\/strong>It\u2019s an <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/10-most-important-call-center-kpis-you-should-be-tracking\/\">important KPI to track<\/a> to assess overall efficiency and 5-8% is a good benchmark to aim for in regard to the average abandonment rate.\u00a0<br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong>5-8%<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Engellenen Aramalar<\/h4>\n\n\n\n<p>Bu metrik, \u015firketinizi arayan ve me\u015fgul sesi duyan m\u00fc\u015fterilerin y\u00fczdesidir.  <\/p>\n\n\n\n<p>Y\u00fczde de\u011feri, bir i\u015fletmenin ne kadar iyi personele sahip oldu\u011fuyla do\u011frudan ilgilidir, \u00e7\u00fcnk\u00fc m\u00fc\u015fteriler yaln\u0131zca t\u00fcm temsilciler di\u011fer insanlara yard\u0131m etmekle me\u015fgul oldu\u011funda me\u015fgul tonu duyar.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Me\u015fgul tonu duymak herkes i\u00e7in sinir bozucudur, \u00f6zellikle de bir i\u015fletmeyle ileti\u015fime ge\u00e7meye \u00e7al\u0131\u015ft\u0131klar\u0131nda. Bu say\u0131 m\u00fcmk\u00fcn oldu\u011funca d\u00fc\u015f\u00fck tutulmal\u0131d\u0131r.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong><a href=\"https:\/\/www.observe.ai\/blog\/the-big-list-of-contact-center-interactions-and-kpis\" target=\"_blank\" rel=\"noopener\">2&#8217;den az<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Ortalama Bekleme S\u00fcresi (AWT)<\/h4>\n\n\n\n<p>Bu metri\u011fi, m\u00fc\u015fterilerin belirli bir d\u00f6nemde arayan kuyruklar\u0131nda ge\u00e7irdikleri toplam s\u00fcreyi, o d\u00f6nemde yan\u0131tlanan \u00e7a\u011fr\u0131 say\u0131s\u0131na b\u00f6lerek elde edersiniz.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Hesaplamas\u0131 kolay bir metriktir ve m\u00fc\u015fterilerinizin temsilcilerinizin ilgisinden ne kadar memnun oldu\u011fu konusunda size iyi bir fikir verir.  <\/p>\n\n\n\n<p>Son Call Centre Helper ara\u015ft\u0131rmas\u0131na g\u00f6re, <a href=\"https:\/\/www.callcentrehelper.com\/resource.php?id=1913\" target=\"_blank\" rel=\"noopener\">arayanlar\u0131n %36<\/a> &#8216;s\u0131 bir \u00e7a\u011fr\u0131 merkezini aramay\u0131 b\u0131rakmadan \u00f6nce sadece bir dakika beklemektedir. Ortalama bekleme s\u00fcrenizi d\u00fc\u015f\u00fck tutman\u0131n \u00f6nemli oldu\u011fu a\u00e7\u0131kt\u0131r!  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel K\u0131yaslama: <\/strong><a href=\"https:\/\/ozonetel.com\/call-centre-metrics-2021-22\/\" target=\"_blank\" rel=\"noopener\">Yakla\u015f\u0131k 45 saniye<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">S\u00fcre\u00e7 Kritik KPI&#8217;lar\u0131<\/h3>\n\n\n\n<p>\u0130leti\u015fim merkezi raporlamas\u0131 ve analiti\u011fi yaln\u0131zca i\u015fletmenizin k\u00e2rl\u0131l\u0131\u011f\u0131n\u0131 ve m\u00fc\u015fteri memnuniyeti d\u00fczeylerinizi takip etmekle ilgili de\u011fildir. Bu ayn\u0131 zamanda i\u015f ak\u0131\u015flar\u0131n\u0131z\u0131 de\u011ferlendirmek ve verimlili\u011fi art\u0131rmak i\u00e7in elinizden geleni yapmakla da ilgilidir. S\u00fcre\u00e7 kritik KPI&#8217;lar\u0131 bu konuda yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Ortalama Cevaplama H\u0131z\u0131<\/h4>\n\n\n\n<p>Bu rakam, \u00e7alma s\u00fcrecinin ba\u015flang\u0131c\u0131ndan itibaren \u00f6l\u00e7\u00fcld\u00fc\u011f\u00fcnde, temsilcilerinizin telefona cevap vermesi i\u00e7in ge\u00e7en ortalama s\u00fcreyi g\u00f6sterir.  <\/p>\n\n\n\n<p>Bu s\u00fcreye, e\u011fer varsa, m\u00fc\u015fterilerinizin IVR sisteminizde gezinmek i\u00e7in harcad\u0131\u011f\u0131 s\u00fcre dahil de\u011fildir.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Bu, temsilcilerinizin gelen telefon \u00e7a\u011fr\u0131lar\u0131n\u0131 h\u0131zl\u0131 bir \u015fekilde ele alma becerisinin olduk\u00e7a saf bir \u00f6l\u00e7\u00fcs\u00fcd\u00fcr.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">34,4 saniye<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Ortalama \u00c7a\u011fr\u0131 S\u00fcresi<\/h4>\n\n\n\n<p>\u0130zlemesi ve anlamas\u0131 kolay olan ortalama \u00e7a\u011fr\u0131 s\u00fcresi, en \u00f6nemli \u00e7a\u011fr\u0131 merkezi verimlilik \u00f6l\u00e7\u00fctlerinden biridir. Ortalama arama s\u00fcresi yakla\u015f\u0131k d\u00f6rt dakikad\u0131r. Sizinki daha d\u00fc\u015f\u00fckse, temsilcileriniz muhtemelen verimli \u00e7al\u0131\u015f\u0131yordur.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Gelen ve giden aramalar\u0131n ortalama s\u00fcresi, temsilcilerinizin sorumluluklar\u0131n\u0131 g\u00fcnl\u00fck olarak yerine getirme konusunda ne kadar yetkin olduklar\u0131 konusunda size \u00f6nemli bilgiler verecektir.<br\/><\/p>\n\n\n\n<p><strong>Global Benchmark: <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-statistics-that-count\/\">Four minutes<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Var\u0131\u015f Oran\u0131<\/h4>\n\n\n\n<p>\u00c7a\u011fr\u0131 geli\u015f oran\u0131, \u00e7a\u011fr\u0131 merkezinizin en y\u00fcksek ve en d\u00fc\u015f\u00fck hacimde gelen \u00e7a\u011fr\u0131lar\u0131 ne zaman kar\u015f\u0131lad\u0131\u011f\u0131na dair bir fikir verir.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Bu KPI&#8217;y\u0131 takip etmek, temsilcileriniz i\u00e7in bilin\u00e7li, ak\u0131ll\u0131 \u00e7al\u0131\u015fma programlar\u0131 olu\u015fturman\u0131za olanak tan\u0131yacak, b\u00f6ylece en yo\u011fun g\u00fcnlerde bile her zaman yeterli personele sahip olacaks\u0131n\u0131z.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel Kar\u015f\u0131la\u015ft\u0131rma \u00d6l\u00e7\u00fct\u00fc: <\/strong>Bir \u00e7a\u011fr\u0131 merkezinden di\u011ferine de\u011fi\u015fiklik g\u00f6sterecektir<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Ortalama \u0130\u015flem S\u00fcresi (AHT)<\/h4>\n\n\n\n<p>Bu metrik, temsilcilerinizin m\u00fc\u015fterilerle ba\u015f\u0131ndan sonuna kadar olan etkile\u015fimlerinin uzunlu\u011funu \u00f6l\u00e7er. Saat, m\u00fc\u015fteriniz telefon numaras\u0131n\u0131 \u00e7evirdi\u011finde ba\u015flar ve temsilciniz yeni bir \u00e7a\u011fr\u0131 almaya haz\u0131r oldu\u011funda sona erer.  <\/p>\n\n\n\n<p>Bu, bir m\u00fc\u015fterinin arama kuyru\u011funda ge\u00e7irdi\u011fi, IVR sisteminizde gezindi\u011fi ve bir temsilciyle konu\u015ftu\u011fu s\u00fcrenin yan\u0131 s\u0131ra temsilcilerinizin arama sonras\u0131 gerekli bilgileri belgelemek i\u00e7in harcad\u0131\u011f\u0131 s\u00fcreyi de i\u00e7erdi\u011fi anlam\u0131na gelir.  <\/p>\n\n\n\n<p><strong>Why is that important? <\/strong>AHT is a good metric for evaluating the efficiency of your agents, and your call center reporting software should let you create <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/call-center-statistics-that-count\/\">reports on individual agents<\/a>. Make sure, however, that you don\u2019t place too much of an emphasis on having a low AHT \u2014 rushed agents are prone to make more mistakes and often offer a lower quality of customer service.\u00a0<\/p>\n\n\n\n<p>\u0130\u015fletmeniz i\u00e7in mant\u0131kl\u0131 olan bir \u00f6l\u00e7\u00fct belirlemeli ve temsilcilerinizin her ay bu \u00f6l\u00e7\u00fct\u00fc yakalamas\u0131n\u0131 sa\u011flamal\u0131s\u0131n\u0131z.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel K\u0131yaslama: <\/strong><a href=\"https:\/\/www.liveagent.com\/research\/call-center-benchmarks\/\" target=\"_blank\" rel=\"noopener\">Alt\u0131 dakika<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Sonras\u0131 Ortalama \u00c7al\u0131\u015fma S\u00fcresi (ACW)<\/h4>\n\n\n\n<p>Her aramadan sonra, bir temsilcinin \u00e7e\u015fitli \u00f6nemli y\u00f6netici g\u00f6revleriyle ilgilenmesi gerekir. Bunlar aras\u0131nda i\u015flem raporlar\u0131n\u0131n tamamlanmas\u0131, veri tabanlar\u0131n\u0131n g\u00fcncellenmesi, sorunlar\u0131n raporlanmas\u0131 ve benzerleri yer alabilir. Bu g\u00f6revleri tamamlamak i\u00e7in gereken s\u00fcre \u00f6l\u00e7\u00fcl\u00fcr ve ortalama \u00e7a\u011fr\u0131 sonras\u0131 \u00e7al\u0131\u015fma s\u00fcresi KPI&#8217;s\u0131 olarak kaydedilir.  <\/p>\n\n\n\n<p><strong>Bu neden \u00f6nemli?  <\/strong>Temsilcileriniz ACW&#8217;de ne kadar uzun zaman ge\u00e7irirse, m\u00fc\u015fterilerinize yard\u0131mc\u0131 olmak i\u00e7in o kadar az zaman harcarlar. Ortalama ACW s\u00fcresini d\u00fc\u015f\u00fck tutmak, \u00e7a\u011fr\u0131 merkezinizin verimlili\u011fini art\u0131r\u0131r.  <\/p>\n\n\n\n<p>Verimlilik odakl\u0131 e\u011fitimlerle bu oran kesinlikle d\u00fc\u015f\u00fcr\u00fclebilirken, uygun \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131mlar\u0131 da yard\u0131mc\u0131 olabilir. \u00d6rne\u011fin CloudTalk, temsilcilerinizin \u00e7a\u011fr\u0131 sonras\u0131 g\u00f6revleri h\u0131zl\u0131 ve kolay bir \u015fekilde tamamlamas\u0131na yard\u0131mc\u0131 olabilecek kolay \u00e7a\u011fr\u0131 etiketleme ve i\u015f ak\u0131\u015f\u0131 otomasyonu gibi bir dizi kullan\u0131\u015fl\u0131 \u00f6zelli\u011fe sahiptir.  <br\/><\/p>\n\n\n\n<p><strong>K\u00fcresel K\u0131yaslama: <\/strong><a href=\"https:\/\/ozonetel.com\/call-centre-metrics-2021-22\/\" target=\"_blank\" rel=\"noopener\">40-45 saniye<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Merkezi Raporlamas\u0131nda En \u0130yi Uygulamalar: Nas\u0131l Do\u011fru Yap\u0131l\u0131r<\/h2>\n\n\n\n<p>Art\u0131k \u00e7a\u011fr\u0131 merkezi raporlaman\u0131z\u0131n bir par\u00e7as\u0131 olarak izlemeniz gereken en \u00f6nemli KPI&#8217;lardan baz\u0131lar\u0131n\u0131 biliyorsunuz. Ancak bu, hik\u00e2yenin sadece bir k\u0131sm\u0131. \u0130\u015fte m\u00fcmk\u00fcn olan en faydal\u0131 \u00e7a\u011fr\u0131 merkezi raporlar\u0131n\u0131 \u00fcretmenizi sa\u011flayacak baz\u0131 \u00e7a\u011fr\u0131 merkezi raporlama en iyi uygulamalar\u0131.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1. KPI&#8217;lara Odaklan\u0131n<\/h3>\n\n\n\n<p>KPI&#8217;lar\u0131n izlenmesi ve d\u00fczenli olarak \u00e7a\u011fr\u0131 merkezi s\u00fcperviz\u00f6rlerine ve y\u00f6neticilerine sunulmas\u0131n\u0131n iyi bir nedeni vard\u0131r: sorunlu alanlar\u0131 belirlemenize ve bunlar\u0131 \u00e7\u00f6zmek i\u00e7in hedefe y\u00f6nelik giri\u015fimler tasarlaman\u0131za yard\u0131mc\u0131 olurlar.  <\/p>\n\n\n\n<p>Daha \u00f6nce de belirtti\u011fimiz gibi, KPI&#8217;lar i\u015f, m\u00fc\u015fteri hizmetleri ve i\u015f s\u00fcre\u00e7leriyle ilgili \u00e7ok \u00e7e\u015fitli \u00e7a\u011fr\u0131 merkezi performans alanlar\u0131n\u0131 kapsayabilir. Size \u00e7a\u011fr\u0131 merkezinizin nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131na dair genel bir bak\u0131\u015f sunar ve biraz daha fazla dikkat g\u00f6sterilmesi gereken alanlara \u0131\u015f\u0131k tutar.  <\/p>\n\n\n\n<p>Bu y\u00fczden, b\u0131rak\u0131n onlar sizin yol g\u00f6stericiniz olsun. KPI&#8217;lar\u0131n\u0131z\u0131n, hem ileti\u015fim merkezi raporlaman\u0131z\u0131 hem de \u00e7a\u011fr\u0131 merkezinizin gelece\u011fini \u015fekillendirecek kritik kararlar\u0131n al\u0131nmas\u0131n\u0131 sa\u011flamas\u0131na izin verin. Sonu\u00e7ta, bilin\u00e7li bir karar ba\u015far\u0131 i\u00e7in en iyi \u015fans\u0131 sunan karard\u0131r.  <br\/><\/p>\n\n\n\n<p><strong>Nas\u0131l yapmal\u0131? <\/strong>\u00c7a\u011fr\u0131 merkeziniz ve genel i\u015f hedefleriniz i\u00e7in en \u00f6nemli olan KPI&#8217;lar\u0131 tan\u0131mlad\u0131\u011f\u0131n\u0131zdan emin olun. Ard\u0131ndan, her birine ayr\u0131 raporlar odaklamak i\u00e7in \u00e7a\u011fr\u0131 merkezi raporlama \u00e7\u00f6z\u00fcm\u00fcn\u00fcz\u00fc kullan\u0131n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2. Performans \u00d6l\u00e7\u00fctleri Olu\u015fturmak i\u00e7in Ara\u015ft\u0131rma Sekt\u00f6r\u00fc Standartlar\u0131<\/h3>\n\n\n\n<p>\u0130lerlemenizi \u00f6l\u00e7ebilece\u011finiz bir dizi yerle\u015fik, sekt\u00f6r standard\u0131 \u00f6l\u00e7\u00fct\u00fcn\u00fcz yoksa KPI&#8217;lar\u0131 takip etmek sizi hi\u00e7bir yere g\u00f6t\u00fcrmez.  <\/p>\n\n\n\n<p>\u015eirketiniz i\u00e7in bu \u00f6l\u00e7\u00fctleri belirlemek biraz pazar ara\u015ft\u0131rmas\u0131 gerektirecektir, ancak sizi temin ederiz ki t\u00fcm bunlara de\u011fecektir. Bu k\u0131yaslamalar, \u00e7a\u011fr\u0131 merkezi raporlar\u0131n\u0131z\u0131 do\u011fru ba\u011flamda \u00e7er\u00e7evelemenize ve iyile\u015ftirmeniz gereken alanlar\u0131 net bir \u015fekilde belirlemenize olanak tan\u0131yacakt\u0131r.  <\/p>\n\n\n\n<p>Bu alanlar\u0131 akl\u0131n\u0131zda tuttu\u011funuzda, i\u015finizi daha iyi hale getirmek i\u00e7in bir strateji olu\u015fturmaya ba\u015flayabilirsiniz.  <br\/><\/p>\n\n\n\n<p><strong>Nas\u0131l yap\u0131l\u0131r? <\/strong>Alan\u0131n\u0131zdaki ara\u015ft\u0131rmalar\u0131 derleyen i\u015fletmeleri ve kurulu\u015flar\u0131 inceleyin. Raporlar\u0131n\u0131 okuyun ve sizin i\u00e7in en \u00f6nemli KPI&#8217;lar ve metrikler i\u00e7in k\u0131yaslama \u00f6l\u00e7\u00fctleri belirleyin.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Metriklerin Operasyonlarla \u0130li\u015fkisine B\u00fcy\u00fck Resimden Bak\u0131n<\/h3>\n\n\n\n<p>Ortal\u0131kta dola\u015fan bu kadar \u00e7ok metrik varken, \u00e7a\u011fr\u0131 merkezinizin performans rakamlar\u0131n\u0131n k\u00fc\u00e7\u00fck ayr\u0131nt\u0131lar\u0131na tak\u0131l\u0131p kalmak kolay olabilir.  <\/p>\n\n\n\n<p>Yine de bir ad\u0131m geri \u00e7ekilip b\u00fcy\u00fck resmi d\u00fc\u015f\u00fcnmek \u00f6nemlidir. M\u00fc\u015fterilerinizi ve \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131 mutlu eden ve \u015firketinizin gelir ve b\u00fcy\u00fcme a\u00e7\u0131s\u0131ndan t\u00fcm hedeflerine ula\u015fmas\u0131na yard\u0131mc\u0131 olan bir \u00e7a\u011fr\u0131 merkezi operasyonu y\u00fcr\u00fctmek istiyorsunuz.  <\/p>\n\n\n\n<p>Bunu ba\u015farman\u0131n pek \u00e7ok yolu vard\u0131r &#8211; \u00f6zel e\u011fitim, ek personel al\u0131m\u0131, modern, bulut tabanl\u0131 \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131mlar\u0131n\u0131n uygulanmas\u0131 ve daha fazlas\u0131.  <\/p>\n\n\n\n<p>\u00d6nemli olan, \u00e7a\u011fr\u0131 merkezi raporlar\u0131n\u0131zda ortaya \u00e7\u0131kan sorunlar\u0131 ele alma konusunda esnek olman\u0131z gerekti\u011fidir. Her zaman yeni fikirlere a\u00e7\u0131k olursan\u0131z, i\u015finiz i\u00e7in \u00f6zellikle i\u015fe yarayan bir \u015fey bulma olas\u0131l\u0131\u011f\u0131n\u0131z daha y\u00fcksektir.  <br\/><\/p>\n\n\n\n<p><strong>Nas\u0131l yapmal\u0131? <\/strong>Yaln\u0131zca metriklere, KPI&#8217;lara ve say\u0131lara odaklanmay\u0131n. Ba\u015fka \u015fekillerde de bilgi toplayarak say\u0131sal raporlaman\u0131z\u0131 tamamlay\u0131n. \u00d6rne\u011fin, temsilcilerinizden g\u00f6r\u00fc\u015flerini isteyin ve m\u00fc\u015fterilere daha uzun yan\u0131tlar sunma \u015fans\u0131 veren anketler kullan\u0131n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Gelecek \u0130\u00e7in Hedefler Belirleyin ve Bunlar\u0131 Takip Edin!<\/h3>\n\n\n\n<p>Hayatta oldu\u011fu gibi \u00e7a\u011fr\u0131 merkezi operasyonlar\u0131nda da kesin olan bir \u015fey var: \u00f6nce kendiniz i\u00e7in baz\u0131 hedefler belirlemeden ilerleme kaydedemezsiniz.  <\/p>\n\n\n\n<p>\u0130leti\u015fim merkezi raporunuzdaki t\u00fcm KPI&#8217;lar\u0131 g\u00f6zden ge\u00e7irdikten ve bunlar\u0131 belirledi\u011finiz \u00f6l\u00e7\u00fctlerle kar\u015f\u0131la\u015ft\u0131rd\u0131ktan sonra, belirli alanlarda iyile\u015ftirme i\u00e7in bir hedef listesi haz\u0131rlamaya ba\u015flamal\u0131s\u0131n\u0131z.  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ola\u011fan\u00fcst\u00fc y\u00fcksek<\/strong> bir <strong>ortalama i\u015flem s\u00fcresine<\/strong> mi sahipsiniz? Temsilcileriniz i\u00e7in verimlilik odakl\u0131 e\u011fitimler planlay\u0131n, b\u00f6ylece bu say\u0131y\u0131 d\u00fc\u015f\u00fcrmeye ba\u015flayabilirler.  <\/li>\n\n\n\n<li>Ya <strong>ortalama \u00e7a\u011fr\u0131 sonras\u0131 \u00e7al\u0131\u015fma s\u00fcresi KPI<\/strong>&#8216;\u0131n\u0131z listelerin d\u0131\u015f\u0131ndaysa? CloudTalk gibi modern bir telefon \u00e7\u00f6z\u00fcm\u00fcn\u00fc kullanmay\u0131 d\u00fc\u015f\u00fcn\u00fcn; bu \u00e7\u00f6z\u00fcm, b\u00fcy\u00fck bir k\u0131sm\u0131n\u0131 otomatikle\u015ftirerek temsilcilerin \u00e7a\u011fr\u0131lardan sonra me\u015fguliyet i\u00e7in harcad\u0131klar\u0131 zaman\u0131 azaltmaya yard\u0131mc\u0131 olabilir.  <\/li>\n\n\n\n<li><strong>Ortalama bekleme s\u00fcreniz k\u00fcresel \u00f6l\u00e7\u00fctlerin \u00e7ok \u00fczerinde<\/strong> mi? Belki de arayanlar\u0131n bir temsilciye daha h\u0131zl\u0131 ula\u015fmas\u0131n\u0131 sa\u011flamak i\u00e7in \u00e7a\u011fr\u0131 y\u00f6nlendirmenizi daha iyi \u00f6zelle\u015ftirebilirsiniz.<\/li>\n\n\n\n<li><strong>Y\u00fcksek bir engellenmi\u015f arama oran\u0131 m\u0131 g\u00f6r\u00fcyorsunuz<\/strong>? Daha fazla temsilci tutman\u0131z veya en yo\u011fun zamanlar\u0131 kapsayacak \u015fekilde temsilcilerinizi daha iyi planlaman\u0131z gerekebilir.  <\/li>\n<\/ul>\n\n\n\n<p>No matter what you choose to do, be sure to track all of it over time and to keep your whole team up-to-date on your progress. One great way to do the latter is with a <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/cagri-merkezi-wallboard-yazilimi\/\">call center wallboard<\/a>. This way, you can quickly see what works for your business \u2014 and keep doing it!\u00a0<br\/><\/p>\n\n\n\n<p><strong>Nas\u0131l yapmal\u0131? <\/strong>\u00c7a\u011fr\u0131 merkezinde iyile\u015ftirme hedeflerinizin ne oldu\u011fu konusunda net olun. Bu hedefleri do\u011frudan yans\u0131tan metriklere ve raporlara \u00f6zellikle dikkat edin. \u0130lgili verileri ger\u00e7ek zamanl\u0131 olarak toplamak ve eyleme ge\u00e7irilebilir i\u00e7g\u00f6r\u00fcler elde etmek i\u00e7in \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131n\u0131z\u0131 kullan\u0131n. Ard\u0131ndan, sonu\u00e7lar\u0131 iyile\u015ftirmek ve izlemek i\u00e7in ad\u0131mlar at\u0131n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Merkezi G\u00f6sterge Tablosu Raporlama \u00d6rnekleri<\/h2>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezi raporlar\u0131n\u0131z i\u00e7in ham verileri derlemenin en iyi yolu, \u00fcst d\u00fczey \u00e7a\u011fr\u0131 merkezi raporlama yaz\u0131l\u0131m\u0131 kullanmakt\u0131r.  <\/p>\n\n\n\n<p>CloudTalk more than fits the bill here. Our advanced, back-end data collection algorithms let call center managers kick back and watch the data roll in\u2014straight away, via a <a href=\"https:\/\/test-staging.cloudtalk.io\/dashboard\/\">real-time dashboard<\/a> if they prefer.\u00a0<\/p>\n\n\n\n<p>Do\u011fru ileti\u015fim merkezi raporlama yaz\u0131l\u0131m\u0131 sayesinde ham veri toplama y\u00fck\u00fc omuzlar\u0131ndan kalkan y\u00f6neticiler, dikkatlerini daha anlaml\u0131 g\u00f6revlere y\u00f6neltebilirler. Nihai \u00e7a\u011fr\u0131 merkezi raporlar\u0131 i\u00e7in hangi KPI&#8217;lar\u0131 takip etmek istediklerini se\u00e7mek ve en \u00e7ok dikkat edilmesi gereken alanlar i\u00e7in iyile\u015ftirme stratejileri geli\u015ftirmek gibi \u015feyler.  <\/p>\n\n\n\n<p>A\u015fa\u011f\u0131da, CloudTalk&#8217;un veri toplama s\u00fcrecini nas\u0131l basitle\u015ftirdi\u011fine ve \u00e7a\u011fr\u0131 merkezi raporlamas\u0131n\u0131 her zamankinden daha kolay hale getirdi\u011fine dair baz\u0131 \u00f6rneklere de\u011finece\u011fiz.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Merkezi Rapor \u00d6rne\u011fi<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"872\" height=\"702\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf.png\" alt=\"\" class=\"wp-image-185252\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf.png 872w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-300x242.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-768x618.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-532x428.png 532w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-424x341.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-140x113.png 140w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-group-reporting-atf-88x71.png 88w\" sizes=\"auto, (max-width: 872px) 100vw, 872px\" \/><\/figure><\/div>\n\n\n<p>CloudTalk ile ilgili harika bir \u015fey, \u00e7a\u011fr\u0131 merkezi ger\u00e7ek zamanl\u0131 raporlamas\u0131na kolay eri\u015fim sa\u011flamas\u0131d\u0131r. Veriler geldik\u00e7e birka\u00e7 \u00f6nemli \u00e7a\u011fr\u0131 merkezi raporlama metri\u011fini takip edebilirsiniz.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, \u0130statistik panonuzun Arama Ge\u00e7mi\u015fi sekmesi alt\u0131nda, a\u015fa\u011f\u0131dakiler de dahil olmak \u00fczere bir dizi i\u00e7g\u00f6r\u00fc bulacaks\u0131n\u0131z:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Temsilcilerinizin yan\u0131tlad\u0131\u011f\u0131 toplam \u00e7a\u011fr\u0131 say\u0131s\u0131<\/li>\n\n\n\n<li>G\u00f6zden ka\u00e7an cevaps\u0131z aramalar\u0131n toplam say\u0131s\u0131<\/li>\n\n\n\n<li>Temsilcilerinizin \u00e7a\u011fr\u0131lar\u0131n\u0131n ortalama s\u00fcresi<\/li>\n\n\n\n<li>M\u00fc\u015fterilerinizin belirli bir s\u00fcre boyunca beklemek zorunda kald\u0131klar\u0131 ortalama s\u00fcre<\/li>\n\n\n\n<li>Ve daha fazlas\u0131. <\/li>\n<\/ul>\n\n\n\n<p>Bu verilerin tamam\u0131n\u0131 \u00e7a\u011fr\u0131 merkezi raporunuz i\u00e7in kullanabilir ya da sadece bir k\u0131sm\u0131n\u0131 kullanabilirsiniz &#8211; bunu sizin takdirinize b\u0131rak\u0131yoruz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Temsilci \u00dcretkenlik G\u00f6sterge Tablosu<\/h3>\n\n\n\n<p>CloudTalk also gives managers the ability to filter call center statistics by agent, so you can analyze the work of your best-performing agents, worst-performing agents, and everyone in between. It\u2019s a great way to get a proper overview of <a href=\"https:\/\/test-staging.cloudtalk.io\/group-reporting\/\">contact center team results<\/a>.\u00a0<\/p>\n\n\n\n<p>Her bir temsilci i\u00e7in \u015funlar\u0131 g\u00f6rebilirsiniz:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Toplam \u00e7a\u011fr\u0131 say\u0131s\u0131<\/li>\n\n\n\n<li>Ortalama \u00e7a\u011fr\u0131 s\u00fcresi<\/li>\n\n\n\n<li>Toplam gelen ve giden \u00e7a\u011fr\u0131 say\u0131s\u0131<\/li>\n<\/ul>\n\n\n\n<p>Ayr\u0131ca ekibinizin performans\u0131na ili\u015fkin geni\u015f bir g\u00f6r\u00fcn\u00fcm elde etmek i\u00e7in temsilcilerinizi yan yana kar\u015f\u0131la\u015ft\u0131rabilirsiniz.  <\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 merkezi raporunuzun belirli bir d\u00f6nem boyunca belirli bir temsilcinin performans\u0131n\u0131 vurgulamas\u0131n\u0131 istiyorsan\u0131z, temsilci \u00fcretkenli\u011fi kontrol paneli bu verileri h\u0131zl\u0131 ve kolay bir \u015fekilde derlemenizi sa\u011flar.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"532\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1024x532.png\" alt=\"\" class=\"wp-image-204570\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1024x532.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-300x156.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-768x399.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1536x798.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-2048x1064.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1920x997.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-1320x686.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-760x395.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-424x220.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-200x104.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/image-24-88x46.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Raporlaman\u0131z\u0131 Do\u011fru Yapmak \u0130\u00e7in Test Edin ve G\u00f6zden Ge\u00e7irin<\/h2>\n\n\n\n<p>\u0130leti\u015fim merkezi raporlar\u0131 i\u00e7in test ve inceleme s\u00fcreci, do\u011fru yap\u0131ld\u0131\u011f\u0131 takdirde toplad\u0131\u011f\u0131n\u0131z verilerin ve bunlardan \u00e7\u0131kard\u0131\u011f\u0131n\u0131z i\u00e7g\u00f6r\u00fclerin do\u011fru ve faydal\u0131 olmas\u0131n\u0131 sa\u011flayacak kapsaml\u0131 ve \u00e7ok ad\u0131ml\u0131 bir \u00e7abad\u0131r. Ad\u0131mlara ge\u00e7elim.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 \u00d6n Raporlar\u0131 Derleyin<\/h3>\n\n\n\n<p>S\u00fcrecin ilk a\u015famas\u0131, ilk taslak, &#8220;alfa&#8221; raporlar\u0131n\u0131z\u0131n geli\u015ftirilmesidir. Bunlar biraz da\u011f\u0131n\u0131k olacak ve hakl\u0131 olarak \u00f6yle olacak &#8211; \u00e7ok say\u0131da ham veri topluyorsunuz ve bunlar\u0131 farkl\u0131 (ve yararl\u0131!) KPI&#8217;lar halinde kategorize etmeye \u00e7al\u0131\u015f\u0131yorsunuz. Verilerinizi ve KPI&#8217;lar\u0131n\u0131z\u0131 derledikten sonra bir sonraki ad\u0131ma ge\u00e7ebilirsiniz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Rakamlar\u0131n\u0131z\u0131 \u0130ki Kez Kontrol Edin<\/h3>\n\n\n\n<p>Raporlar\u0131n\u0131zdaki hesaplamalar insan hatas\u0131na a\u00e7\u0131kt\u0131r. Bu normaldir ve bu nedenle hesaplamalar\u0131n\u0131z\u0131n ve form\u00fcllerinizin do\u011frulanmas\u0131 s\u00fcre\u00e7te kendi ad\u0131m\u0131n\u0131 hak eder.  <\/p>\n\n\n\n<p>\u0130leti\u015fim merkezi raporunuzu tasar\u0131m ve analiz departmanlar\u0131n\u0131z aras\u0131nda dola\u015ft\u0131rmal\u0131s\u0131n\u0131z, b\u00f6ylece insanlar\u0131n olas\u0131 matematiksel hatalar\u0131 yakalama \u015fans\u0131 olur.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Grafik ve Tasar\u0131m \u00d6zellikleri Ekleyin<\/h3>\n\n\n\n<p>Ger\u00e7ekleriniz ve rakamlar\u0131n\u0131z parlat\u0131ld\u0131ktan sonra raporunuzu tasar\u0131m departman\u0131na g\u00f6nderebilirsiniz. G\u00f6revleri, verilerinizin sayfadan f\u0131rlamas\u0131n\u0131 sa\u011flayacak grafikler, \u00e7izelgeler ve di\u011fer tasar\u0131m \u00f6\u011felerini eklemektir.  <\/p>\n\n\n\n<p>Bu ad\u0131m, uzmanl\u0131klar\u0131 ne olursa olsun t\u00fcm \u00e7al\u0131\u015fanlar\u0131n\u0131za anlaml\u0131 bir rehberlik sunabilecek, sunulabilir, anla\u015f\u0131lmas\u0131 kolay bir rapor olu\u015fturmak a\u00e7\u0131s\u0131ndan son derece \u00f6nemlidir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 Son Kullan\u0131c\u0131 Testi ve \u0130ncelemesi<\/h3>\n\n\n\n<p>Art\u0131k raporunuz belli bir g\u00f6steri\u015f seviyesine ula\u015ft\u0131\u011f\u0131na g\u00f6re, \u00e7a\u011fr\u0131 merkezi y\u00f6neticileri ve temsilcilerinden olu\u015fan \u00f6rnek bir se\u00e7kiye g\u00f6nderebilirsiniz. Bu, raporunuzun okunabilirli\u011fi i\u00e7in ger\u00e7ek bir test olacak ve umar\u0131m verilerinizdeki tutars\u0131zl\u0131klar\u0131, garip metin b\u00f6l\u00fcmlerini veya kafa kar\u0131\u015ft\u0131r\u0131c\u0131 grafikleri ortaya \u00e7\u0131karacakt\u0131r.  <\/p>\n\n\n\n<p>Elbette raporunuzun kullan\u0131\u015fl\u0131l\u0131\u011f\u0131yla ilgili geri bildirimlere de \u00f6zellikle dikkat etmelisiniz. Sonu\u00e7ta, faydal\u0131 bir belge haz\u0131rlamak istemeniz, en ba\u015fta bu \u015feyi derleme zahmetine katlanman\u0131z\u0131n nedenidir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5 Yayg\u0131nla\u015ft\u0131rma ve \u0130nce Ayar<\/h3>\n\n\n\n<p>Son olarak, raporunuzu daha geni\u015f bir kitleye g\u00f6nderebilirsiniz. Bu son ad\u0131m, t\u00fcm s\u0131k\u0131 \u00e7al\u0131\u015fman\u0131n meyvesini g\u00f6recek ve umar\u0131m belirledi\u011finiz sorunlu alanlarda iyile\u015fmeye yol a\u00e7acakt\u0131r.  <\/p>\n\n\n\n<p>\u0130leti\u015fim merkezi raporlar\u0131n\u0131n ya\u015fayan belgeler oldu\u011funu unutmay\u0131n, bu nedenle ihtiya\u00e7 duyuldu\u011funda raporda herhangi bir d\u00fczenleme veya ayarlama yapmaya haz\u0131r ve muktedir olmal\u0131s\u0131n\u0131z. Nihai rapordan memnun kald\u0131\u011f\u0131n\u0131zda bir \u00e7a\u011fr\u0131 merkezi rapor \u015fablonu olu\u015fturmak da iyi bir fikir olabilir. Bu belge, gelecekte benzer raporlar\u0131n olu\u015fturulmas\u0131 i\u00e7in bir \u00e7er\u00e7eve sa\u011flayabilir.  <\/p>\n\n\n\n<p>E\u011fer buraya kadar gelebildiyseniz &#8211; tebrikler! \u00c7a\u011fr\u0131 merkezinizin uzun vadeli ba\u015far\u0131s\u0131 i\u00e7in \u00e7ok \u00f6nemli bir belge olu\u015fturdunuz, test ettiniz ve g\u00f6zden ge\u00e7irdiniz. Bu sekt\u00f6r h\u0131zl\u0131 hareket ediyor ve \u015firketiniz rekabete ayak uydurmak i\u00e7in kapsaml\u0131, profesyonel \u00e7a\u011fr\u0131 merkezi raporlar\u0131na g\u00fcveniyor. Bu y\u00fczden s\u0131rt\u0131n\u0131z\u0131 s\u0131vazlay\u0131n ve bir sonraki rapor i\u00e7in \u00e7al\u0131\u015fmaya ba\u015flay\u0131n!  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Merkezi Raporlar\u0131 Ba\u015far\u0131n\u0131n Yap\u0131 Ta\u015flar\u0131d\u0131r<\/h2>\n\n\n\n<p>Kapsaml\u0131 \u00e7a\u011fr\u0131 merkezi raporlar\u0131, her modern \u00e7a\u011fr\u0131 merkezinin ba\u015far\u0131s\u0131n\u0131n anahtar\u0131d\u0131r. Y\u00f6netimin hangi alanlar\u0131n iyile\u015ftirme i\u00e7in y\u00fcksek \u00f6ncelikli hedefler oldu\u011funu h\u0131zl\u0131 bir \u015fekilde anlayabilmesi i\u00e7in bir dizi \u00f6nemli KPI&#8217;y\u0131 sindirilebilir bir \u015fekilde sunarlar.  <\/p>\n\n\n\n<p>D\u00fczenli \u00e7a\u011fr\u0131 merkezi raporlar\u0131, belirli bir iyile\u015ftirme stratejisinin iyi \u00e7al\u0131\u015f\u0131p \u00e7al\u0131\u015fmad\u0131\u011f\u0131n\u0131 belirlemeye yard\u0131mc\u0131 olabilece\u011finden, iyile\u015ftirme s\u00fcrecine de yard\u0131mc\u0131 olabilirler.  <\/p>\n\n\n\n<p>It\u2019s a process that takes time, and while it\u2019s worth every minute you dedicate to it, it\u2019s also vital to make the process as efficient as possible.\u00a0<br\/>That\u2019s where cutting-edge call center reporting software like CloudTalk comes in. If you want to see how CloudTalk can optimize your call center reporting process, give our <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/cloudtalk-14-gunluk-ucretsiz-deneme\/\">14-day free trial a try (no credit card required!)<\/a>.<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Arayanlar telefonu kapatmadan \u00f6nce kuyru\u011funuzda ne kadar bekleyecek? Sorgular\u0131 ne s\u0131kl\u0131kla ilk seferde \u00e7\u00f6z\u00fcl\u00fcyor? \u00c7a\u011fr\u0131 merkezinizin sundu\u011fu hizmetten genel olarak&#8230;<\/p>\n","protected":false},"author":31,"featured_media":278069,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[518],"tags":[],"class_list":["post-229287","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-tr"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts\/229287","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/comments?post=229287"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts\/229287\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/media\/278069"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/media?parent=229287"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/categories?post=229287"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/tags?post=229287"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}