{"id":229297,"date":"2024-07-20T08:51:08","date_gmt":"2024-07-20T06:51:08","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/cagri-yonlendirme-nedir-ve-size-nasil-fayda-saglayabilir\/"},"modified":"2024-07-23T12:55:40","modified_gmt":"2024-07-23T10:55:40","slug":"cagri-yonlendirme-nedir-ve-size-nasil-fayda-saglayabilir","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/tr\/blog\/cagri-yonlendirme-nedir-ve-size-nasil-fayda-saglayabilir\/","title":{"rendered":"\u00c7a\u011fr\u0131 Y\u00f6nlendirme Nedir ve Size Nas\u0131l Fayda Sa\u011flayabilir?"},"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-black-color has-text-color\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme: Ne Oldu\u011funu ve \u0130\u015fletmenize Nas\u0131l Fayda Sa\u011flayabilece\u011fini Anlay\u0131n<\/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\/tr\/bir-demo-planlayin\/\" 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\/tr\/cloudtalk-14-gunluk-ucretsiz-deneme\/\" 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\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1024x576.png\" alt=\"\" class=\"wp-image-204640\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2-88x50.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Mastering-Outbound-Calling_-Strategies-Unveiled-2.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">M\u00fckemmel m\u00fc\u015fteri hizmetlerinin ger\u00e7ek g\u00fcc\u00fc nedir? HubSpot Research&#8217;e g\u00f6re, <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-stats\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fterilerin %93<\/a> &#8216;\u00fc tam da bunu sunan \u015firketlerden tekrar al\u0131\u015fveri\u015f yapma olas\u0131l\u0131\u011f\u0131n\u0131n y\u00fcksek oldu\u011funu s\u00f6yl\u00fcyor.<\/p>\n\n\n\n<p>M\u00fckemmel m\u00fc\u015fteri hizmetlerinin temel unsurlar\u0131ndan biri, \u00e7a\u011fr\u0131lar\u0131 yan\u0131tlamak ve sorular\u0131 m\u00fcmk\u00fcn oldu\u011funca h\u0131zl\u0131 bir \u015fekilde ele almakt\u0131r. Verimli \u00e7a\u011fr\u0131 y\u00f6nlendirme sizin i\u00e7in tam olarak bunu yapar.  <\/p>\n\n\n\n<p>Nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 ve yaln\u0131zca m\u00fc\u015fteri memnuniyetini de\u011fil, bir b\u00fct\u00fcn olarak i\u015finizi nas\u0131l art\u0131rabilece\u011fini \u00f6\u011frenelim.<\/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>\u00c7a\u011fr\u0131 y\u00f6nlendirme, i\u015f arama \u00e7\u00f6z\u00fcmlerinin bir i\u015flevidir. Gelen \u00e7a\u011fr\u0131lar\u0131 do\u011fru departmanlara veya temsilcilere y\u00f6nlendirmenize yard\u0131mc\u0131 olur.  <\/li>\n\n\n\n<li>Sabit s\u0131ra, yuvarlak robin, beceri tabanl\u0131 ve daha fazlas\u0131 dahil olmak \u00fczere \u00e7e\u015fitli \u00e7a\u011fr\u0131 y\u00f6nlendirme t\u00fcrleri vard\u0131r.<\/li>\n\n\n\n<li>Di\u011fer faydalar\u0131n\u0131n yan\u0131 s\u0131ra, verimli bir \u00e7a\u011fr\u0131 y\u00f6nlendirme sistemi daha iyi m\u00fc\u015fteri deneyimi sunman\u0131za, temsilci kat\u0131l\u0131m\u0131n\u0131 art\u0131rman\u0131za ve i\u015fletmenizin paradan tasarruf etmesine yard\u0131mc\u0131 olabilir.  <\/li>\n\n\n\n<li>\u00c7a\u011fr\u0131 y\u00f6nlendirmeden en iyi \u015fekilde yararlanmak i\u00e7in birka\u00e7 en iyi uygulama, y\u00f6nlendirme kurallar\u0131n\u0131 ara\u015ft\u0131rmaya g\u00f6re tan\u0131mlamak ve \u00f6zelle\u015ftirmek, bilgilendirici bir IVR men\u00fcs\u00fc kullanmak ve \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcz\u00fc CRM&#8217;nize ba\u011flamakt\u0131r.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-is-cold-calling\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme Nedir?<\/h2>\n\n\n\n<p>\u00c7a\u011fr\u0131 y\u00f6nlendirme, i\u015fletmelerin gelen \u00e7a\u011fr\u0131lar\u0131 en uygun ki\u015fiye veya departmana y\u00f6nlendirmesine yard\u0131mc\u0131 olan bir \u00e7a\u011fr\u0131 y\u00f6netimi \u00f6zelli\u011fidir. \u00c7a\u011fr\u0131lar\u0131 otomatik olarak bir kuyru\u011fa yerle\u015ftirir ve \u00f6nceden tan\u0131mlanm\u0131\u015f kriterlerinize g\u00f6re da\u011f\u0131t\u0131r.<\/p>\n\n\n\n<p>Bu s\u00fcre\u00e7te \u0130nteraktif Sesli Yan\u0131t (IVR) ve Otomatik \u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131 (ACD) teknolojisi kullan\u0131lmaktad\u0131r. H\u0131zl\u0131, y\u00fcksek kaliteli m\u00fc\u015fteri deste\u011fi sa\u011flarken y\u00fcksek hacimli gelen \u00e7a\u011fr\u0131lar\u0131 y\u00f6netmenizi sa\u011flar.  <\/p>\n\n\n\n<p>Muhtemelen ileti\u015fim merkezi \u00e7a\u011fr\u0131 y\u00f6nlendirmesini hayal ediyorsunuz, ancak her t\u00fcr i\u015fletme bu teknolojiyi kullanabilir.  <\/p>\n\n\n\n<p>Art\u0131k \u00e7a\u011fr\u0131 y\u00f6nlendirmenin anlam\u0131n\u0131 bildi\u011finize g\u00f6re, nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 \u00f6\u011frenelim.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme Nas\u0131l \u00c7al\u0131\u015f\u0131r?<\/h2>\n\n\n\n<p>Telefon y\u00f6nlendirmesinde \u00fc\u00e7 temel a\u015fama vard\u0131r:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><a href=\"https:\/\/fitsmallbusiness.com\/what-is-call-routing\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"283\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1.png\" alt=\"\" class=\"wp-image-204664\" style=\"width:684px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1.png 512w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-300x166.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-424x234.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-200x111.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-7-1-88x49.png 88w\" sizes=\"auto, (max-width: 512px) 100vw, 512px\" \/><\/a><figcaption class=\"wp-element-caption\">Kaynak: fitsmallbusiness.com<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Kalifikasyonu<\/h3>\n\n\n\n<p>\u0130lk ad\u0131m, arayan ki\u015finin ne istedi\u011fini bulmakt\u0131r. Sistem bunu bir otomatik santral veya <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/interaktif-sesli-yanit\/\">\u0130nteraktif Sesli Yan\u0131t (IVR<\/a> ) arac\u0131 arac\u0131l\u0131\u011f\u0131yla veri toplayarak yapar.  <\/p>\n\n\n\n<p>Arayanlar \u00f6nceden kaydedilmi\u015f bir kar\u015f\u0131lama mesaj\u0131 ve bir dizi men\u00fc se\u00e7ene\u011fi ya da soru duyacak ve bunlar\u0131 konu\u015farak ya da telefon tu\u015f tak\u0131m\u0131n\u0131 kullanarak yan\u0131tlayacaklard\u0131r.  <\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131 y\u00f6nlendirme sistemleri bazen arayan\u0131n amac\u0131n\u0131 ba\u015fka \u015fekillerde de \u00e7\u0131karabilir:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Aranan numaradan veya dahili numaradan (\u00f6rne\u011fin hesaplara veya sat\u0131\u015flara \u00f6zel bir numaray\u0131 aram\u0131\u015flarsa)<\/li>\n\n\n\n<li>Arayan ki\u015fi i\u015fletmeniz taraf\u0131ndan zaten biliniyorsa, arayan\u0131n kimli\u011fi.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Kuyru\u011fu<\/h3>\n\n\n\n<p>IVR yan\u0131tlar\u0131 konu\u015fma tan\u0131ma ve Do\u011fal Dil \u0130\u015fleme (NLP) ile analiz edilir. IVR veya otomatik yan\u0131tlay\u0131c\u0131, verileri ACD&#8217;ye iletir ve ACD de \u00e7a\u011fr\u0131y\u0131 bir kuyru\u011fa yerle\u015ftirir. Farkl\u0131 sorgu t\u00fcrleri i\u00e7in farkl\u0131 kuyruklar olabilir ve belirli aramalara (VIP m\u00fc\u015fterilerden gelenler gibi) \u00f6ncelik vermek i\u00e7in y\u00f6nlendirme kurallar\u0131 da ayarlayabilirsiniz. Bu a\u015famada, arayan ki\u015fi bekletme m\u00fczi\u011fi veya \u00f6zel bir mesaj duyabilir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131<\/h3>\n\n\n\n<p>Son a\u015famada \u00e7a\u011fr\u0131lar <strong>ilgili ki\u015filere veya departmanlara<\/strong> y\u00f6nlendirilir. \u00c7a\u011fr\u0131 y\u00f6nlendirme sistemi, \u00e7a\u011fr\u0131lar\u0131 kuyruktan \u00e7eker ve koydu\u011funuz kurallara g\u00f6re da\u011f\u0131t\u0131r. Maksimum verimlilik i\u00e7in, sistemi aramalar\u0131 sesli mesaja y\u00f6nlendirecek veya hedeflenen al\u0131c\u0131 m\u00fcsait de\u011filse bir geri arama planlayacak \u015fekilde programlayabilirsiniz.<\/p>\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\">Verimlili\u011fi art\u0131rmak i\u00e7in kan\u0131tlanm\u0131\u015f bu 10 y\u00f6ntemle \u00e7a\u011fr\u0131 merkezi \u00e7al\u0131\u015fanlar\u0131n\u0131zdan en iyi \u015fekilde yararlan\u0131n.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"213\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-213x300.png\" alt=\"\" class=\"wp-image-185618\" style=\"object-fit:cover\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-725x1024.png 725w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-768x1084.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-765x1080.png 765w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-526x742.png 526w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/ebook-Increase-productivity-in-call-center.png 899w\" sizes=\"auto, (max-width: 213px) 100vw, 213px\" \/><\/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\/10-ways-to-increase-productivity-in-your-call-center\/\">\u00dccretsiz okuyun<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Farkl\u0131 \u00c7a\u011fr\u0131 Y\u00f6nlendirme T\u00fcrleri<\/h2>\n\n\n\n<p>Bir\u00e7ok farkl\u0131 gelen \u00e7a\u011fr\u0131 y\u00f6nlendirme t\u00fcr\u00fc vard\u0131r, bu nedenle ihtiya\u00e7lar\u0131n\u0131za en uygun y\u00f6nlendirme kural\u0131n\u0131 se\u00e7ebilir veya bir kombinasyon kullanabilirsiniz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Sabit Sipari\u015f Y\u00f6nlendirme<\/h3>\n\n\n\n<p><strong>Liste tabanl\u0131 veya s\u0131ral\u0131 y\u00f6nlendirme<\/strong> olarak da <strong>adland\u0131r\u0131lan<\/strong> bu y\u00f6ntem, ba\u015fka biri bo\u015f olsun ya da olmas\u0131n t\u00fcm aramalar\u0131n ba\u015flang\u0131\u00e7ta listedeki ilk ki\u015fiye (1. Temsilci) g\u00f6nderilmesi anlam\u0131na gelir.  <\/p>\n\n\n\n<p>E\u011fer 1. Temsilci m\u00fcsait de\u011filse, \u00e7a\u011fr\u0131 2. Temsilciye gider (sonra 3., sonra 4. ve bu \u015fekilde devam eder). 1 numara sat\u0131\u015fa \u00e7\u0131kar \u00e7\u0131kmaz listenin ba\u015f\u0131na geri d\u00f6n\u00fcyorlar.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz Sabit Sipari\u015f Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>\u00c7a\u011fr\u0131lar\u0131 yan\u0131tlamas\u0131 i\u00e7in <strong>belirli bir ki\u015fiye di\u011ferlerinden daha fazla \u00f6ncelik<\/strong> vermek istedi\u011finizde sabit s\u0131ral\u0131 y\u00f6nlendirmeyi kullan\u0131n.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, telefonu a\u00e7acak sadece bir avu\u00e7 \u00e7al\u0131\u015fan\u0131 olan k\u00fc\u00e7\u00fck bir i\u015fletmesiniz. Biri di\u011ferlerinden \u00e7ok daha deneyimli olabilir, bu nedenle \u00e7o\u011fu \u00e7a\u011fr\u0131ya cevap verdiklerinden emin olmak istersiniz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Yuvarlak Robin Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Round robin routing (di\u011fer ad\u0131yla <strong>rotary<\/strong> routing), \u00e7a\u011fr\u0131 da\u011f\u0131t\u0131m\u0131n\u0131 bir ekip aras\u0131nda rotasyona tabi tuttu\u011funuz zamand\u0131r. Her temsilci bir \u00e7a\u011fr\u0131 ald\u0131ktan sonra, rotasyon ilk temsilciyle yeniden ba\u015flar.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz Round Robin Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>Bu \u00e7a\u011fr\u0131 y\u00f6nlendirme d\u00fczenlemesini, 1 numaral\u0131 temsilciye \u00f6ncelik vermek yerine herkesin <strong>\u00e7a\u011fr\u0131lar\u0131 yan\u0131tlamak i\u00e7in genel olarak e\u015fit \u015fansa<\/strong> sahip olmas\u0131n\u0131 sa\u011flamak i\u00e7in kullan\u0131n.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"727\" height=\"542\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing.png\" alt=\"\" class=\"wp-image-204677\" style=\"width:730px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing.png 727w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-300x224.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-574x428.png 574w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-424x316.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/round-robin-call-routing-88x66.png 88w\" sizes=\"auto, (max-width: 727px) 100vw, 727px\" \/><figcaption class=\"wp-element-caption\">Kaynak CallHub.io<\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">En Az Dolu veya Bo\u015fta Kalma S\u00fcresine Dayal\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Bu senaryoda ACD, bir \u00e7a\u011fr\u0131 i\u00e7in <strong>en uzun s\u00fcre bekleyen temsilciye<\/strong> veya o g\u00fcn ya da vardiya boyunca en <strong>az \u00e7a\u011fr\u0131 alan<\/strong> ki\u015fiye <strong>\u00f6ncelik<\/strong> verir.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz Bo\u015fta Kalma S\u00fcresine Dayal\u0131 Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>Daha dengeli bir i\u015f y\u00fck\u00fc sa\u011flamak, bo\u015fta kalma s\u00fcresini azaltmak ve <strong>herhangi bir temsilcinin a\u015f\u0131r\u0131 \u00e7al\u0131\u015fmas\u0131n\u0131 \u00f6nlemek<\/strong> i\u00e7in bu t\u00fcr bir y\u00f6nlendirme kullan\u0131n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Becerilere Dayal\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Bu, \u00e7a\u011fr\u0131lar\u0131n her bir sorguyu ele almak i\u00e7in <strong>en uygun becerilere, niteliklere veya yetkiye<\/strong> sahip olan ki\u015fiye y\u00f6nlendirilmesini i\u00e7erir. Tipik olarak ACD, sa\u011flanan bilgilere dayanarak m\u00fc\u015fteri temsilcilerini m\u00fc\u015fterilerle e\u015fle\u015ftirmek i\u00e7in IVR arac\u0131yla birlikte \u00e7al\u0131\u015f\u0131r.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz Becerilere Dayal\u0131 Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>Ba\u015fka bir dili konu\u015fabilme veya karma\u015f\u0131k teknik sorgular\u0131 ele alabilme gibi farkl\u0131 beceri setlerine sahip temsilcileriniz varsa beceri tabanl\u0131 y\u00f6nlendirme kullan\u0131n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ak\u0131ll\u0131 Arayan Tabanl\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Ak\u0131ll\u0131 <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">arayan tabanl\u0131 y\u00f6nlendirme<\/a>, i\u015fleri beceri tabanl\u0131 alternatiften bir ad\u0131m \u00f6teye ta\u015f\u0131r. Arayan ki\u015filere g\u00f6re, a\u015fa\u011f\u0131daki gibi birden fazla fakt\u00f6re dayal\u0131 olarak \u00e7a\u011fr\u0131lar\u0131 y\u00f6nlendirmek i\u00e7in yapay zeka <strong>teknolojisini<\/strong> kullan\u0131r:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Temsilci becerileri<\/li>\n\n\n\n<li>Mevcut m\u00fc\u015fteri verileri  <\/li>\n\n\n\n<li>Konu\u015fma analizi <\/li>\n<\/ul>\n\n\n\n<p>B\u00f6ylece, y\u00f6nlendirme sistemi CRM&#8217;nizden belirli bir arayanla ilgili verilere eri\u015fir ve <strong>her aramay\u0131 yan\u0131tlayacak en iyi ki\u015fiyi tahmin<\/strong> eder.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u0130\u015fletmeniz Ak\u0131ll\u0131 Arayan Tabanl\u0131 Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h3>\n\n\n\n<p>Zaten yararlanabilece\u011finiz \u00e7ok say\u0131da m\u00fc\u015fteri veriniz varsa bu t\u00fcr bir y\u00f6nlendirme kullan\u0131n.  <\/p>\n\n\n\n<p>Temsilcileriniz sisteminizdeki m\u00fc\u015fterileri ihtiya\u00e7lar\u0131na, tercihlerine ve onlar hakk\u0131nda bildi\u011finiz di\u011fer her \u015feye g\u00f6re etiketleyebilir. Daha sonra tekrar arad\u0131klar\u0131nda otomatik olarak do\u011fru yere y\u00f6nlendirilebilirler.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, sistem bir m\u00fc\u015fterinin hesab\u0131ndaki \u00f6denmemi\u015f bir \u00f6deme hakk\u0131nda daha \u00f6nce arad\u0131\u011f\u0131n\u0131 belirten bir etiket g\u00f6rebilir. Tekrar ararlarsa, do\u011frudan muhasebe departman\u0131na y\u00f6nlendirilerek herkesin zamandan ve hayal k\u0131r\u0131kl\u0131\u011f\u0131ndan tasarruf etmesi sa\u011flanabilir.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"690\" height=\"512\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1.png\" alt=\"\" class=\"wp-image-204702\" style=\"width:690px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1.png 690w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-300x223.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-577x428.png 577w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-424x315.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-152x113.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-8-1-88x65.png 88w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><figcaption class=\"wp-element-caption\">Kaynak <a href=\"https:\/\/help.cloudtalk.io\/en\/articles\/5763009-caller-based-routing-with-conditions\" target=\"_blank\" rel=\"noopener\">CloudTalk<\/a><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">Y\u00fczde Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Y\u00fczde y\u00f6nlendirme ile <strong>gelen \u00e7a\u011fr\u0131lar\u0131n belirli bir y\u00fczdesini belirli bir ki\u015fiye veya ekibe tahsis<\/strong> edersiniz. \u00d6rne\u011fin %50&#8217;si A Sat\u0131\u015f Ekibine ve %50&#8217;si B Sat\u0131\u015f Ekibine. \u00c7a\u011fr\u0131lar\u0131 istedi\u011finiz \u015fekilde b\u00f6lebilirsiniz.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz Y\u00fczde Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>Toplam adaleti sa\u011flamak ve <strong>temsilcilerin veya ekiplerin az kullan\u0131lmas\u0131n\u0131 veya a\u015f\u0131r\u0131 y\u00fcklenmesini \u00f6nlemek<\/strong> i\u00e7in \u00e7a\u011fr\u0131lar\u0131 y\u00fczdeye g\u00f6re y\u00f6nlendirin. \u00d6rne\u011fin, daha k\u00fc\u00e7\u00fck bir ekibe daha k\u00fc\u00e7\u00fck bir \u00e7a\u011fr\u0131 y\u00fczdesi g\u00f6nderin.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zaman Tabanl\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Zaman tabanl\u0131 y\u00f6nlendirme, \u00e7a\u011fr\u0131lar\u0131 <strong>g\u00fcn\u00fcn saatine g\u00f6re<\/strong> y\u00f6nlendirir. \u00d6rne\u011fin, bunlar\u0131 mesai saatleri i\u00e7inde temsilcilere g\u00f6nderebilir, ancak bu saatler d\u0131\u015f\u0131nda sesli mesaja g\u00f6nderebilir. Ya da \u00e7a\u011fr\u0131lar\u0131 \u00e7al\u0131\u015fma saatlerine g\u00f6re farkl\u0131 zaman dilimlerindeki temsilcilere da\u011f\u0131tmak.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz Zamana Dayal\u0131 Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>\u0130\u015fletmeniz birden fazla zaman diliminde \u00e7al\u0131\u015f\u0131yorsa zaman tabanl\u0131 y\u00f6nlendirme kullan\u0131n. Birisi mesai saatleri d\u0131\u015f\u0131nda Londra ofisinizi ararsa, \u00e7a\u011fr\u0131y\u0131 hala a\u00e7\u0131k olan Kaliforniya \u015fubenize y\u00f6nlendirebilirsiniz.<strong> <\/strong>Bu se\u00e7enek genellikle a\u015fa\u011f\u0131dakiler i\u00e7in kullan\u0131l\u0131r<strong> <\/strong>offshore \u00e7a\u011fr\u0131 merkezi \u00e7a\u011fr\u0131 y\u00f6nlendirme.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u0130li\u015fki veya VIP Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Bu, <strong>arayan\u0131n durumuna ve tercihlerine<\/strong> g\u00f6re <strong>aramalar\u0131 \u00f6nceliklendirdi\u011finiz<\/strong> veya belirli al\u0131c\u0131lara y\u00f6nlendirdi\u011finiz zamand\u0131r. ACD numaray\u0131 veya arayan kimli\u011fini tan\u0131r veya aramalar\u0131 y\u00f6nlendirmek i\u00e7in CRM&#8217;nizdeki m\u00fc\u015fteri verilerini kullan\u0131r.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u0130\u015fletmeniz \u0130li\u015fki veya VIP Y\u00f6nlendirmeyi Ne Zaman Kullanabilir?<\/h4>\n\n\n\n<p>\u00d6zel muameleye hak kazanan y\u00fcksek de\u011ferli m\u00fc\u015fterileriniz veya belirli acentelerle zaten ili\u015fki kurmu\u015f olan m\u00fc\u015fterileriniz varsa bu t\u00fcr bir y\u00f6nlendirme kullan\u0131n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Y\u00f6nlendirmeyi Neden \u00d6nemsemelisiniz?<\/h2>\n\n\n\n<p>\u00c7a\u011fr\u0131 y\u00f6nlendirmeyi \u00f6nemsemelisiniz \u00e7\u00fcnk\u00fc <strong>m\u00fc\u015fterileriniz<\/strong> iyi hizmeti (\u00e7ok!) <strong>\u00f6nemser <\/strong>. Ve iyi hizmet, gelen \u00e7a\u011fr\u0131lara h\u0131zl\u0131 ve etkili bir \u015fekilde yan\u0131t vermeyi de i\u00e7erir.  <\/p>\n\n\n\n<p>\u0130\u015fletmeler uzun zamand\u0131r m\u00fc\u015fterilerin beklemekten ho\u015flanmad\u0131\u011f\u0131n\u0131n fark\u0131nda olsa da, son ara\u015ft\u0131rmalar m\u00fc\u015fterilerin sabr\u0131n\u0131n d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fczden daha da az oldu\u011funu g\u00f6steriyor.<\/p>\n\n\n\n<p>Call Centre Helper, m\u00fc\u015fterilere bir aramadan vazge\u00e7meden \u00f6nce ne kadar beklemek istediklerini sordu. Anket kat\u0131l\u0131mc\u0131lar\u0131n\u0131n %16,9&#8217;u <a href=\"https:\/\/www.callcentrehelper.com\/2023-survey-abandon-time-227844.htm\" target=\"_blank\" rel=\"noopener\">29 saniyeden daha az<\/a> bekleyeceklerini belirtirken, %19,1&#8217;i 30 ila 59 saniye aras\u0131nda beklemeye haz\u0131r olduklar\u0131n\u0131 ifade etmi\u015ftir. Toplamda bu, <strong>m\u00fc\u015fterilerin \u00fc\u00e7te birinden fazlas\u0131n\u0131n \u00e7a\u011fr\u0131lar\u0131n\u0131n bir dakikadan k\u0131sa s\u00fcrede yan\u0131tlanmas\u0131n\u0131 istedi\u011fi<\/strong> anlam\u0131na geliyor.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"510\" height=\"362\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9.png\" alt=\"\" class=\"wp-image-204714\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9.png 510w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-300x213.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-424x301.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-159x113.png 159w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/unnamed-9-88x62.png 88w\" sizes=\"auto, (max-width: 510px) 100vw, 510px\" \/><figcaption class=\"wp-element-caption\">Kaynak: callcentrehelper.com<\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">Verimli Bir \u00c7a\u011fr\u0131 Y\u00f6nlendirme Sisteminin Faydalar\u0131<\/h2>\n\n\n\n<p>\u00c7a\u011fr\u0131 y\u00f6nlendirme sistemlerinin ba\u015fl\u0131ca avantajlar\u0131 m\u00fc\u015fterilere, personele ve i\u015fletmenizin geneline yay\u0131l\u0131r.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">M\u00fc\u015fteriler i\u00e7in<\/h3>\n\n\n\n<p>Zaman konusundan zaten bahsetmi\u015ftik. Evet, \u00e7a\u011fr\u0131lar\u0131 \u00e7a\u011fr\u0131 y\u00f6nlendirme yoluyla verimli bir \u015fekilde da\u011f\u0131t\u0131rsan\u0131z m\u00fc\u015fterilerin bu kadar uzun s\u00fcre beklemesi gerekmez, ancak \u00e7a\u011fr\u0131 y\u00f6nlendirmenin faydalar\u0131ndan daha fazlas\u0131 da vard\u0131r. M\u00fc\u015fterilerin sorular\u0131n\u0131n <strong>ilk seferde yan\u0131tlanma<\/strong> olas\u0131l\u0131\u011f\u0131 da daha y\u00fcksektir, \u00e7\u00fcnk\u00fc do\u011fru ki\u015fiye y\u00f6nlendirilirler &#8211; \u00f6zellikle de <a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">beceriye dayal\u0131 y\u00f6nlendirme<\/a> kullan\u0131yorsan\u0131z.<\/p>\n\n\n\n<p>Temsilciler aras\u0131nda dola\u015ft\u0131r\u0131lmayacaklar ve kendilerini tekrar etmek zorunda kalmayacaklar; b\u00f6ylece b\u0131k\u0131p aramay\u0131 terk etme olas\u0131l\u0131klar\u0131 azalacak.  <\/p>\n\n\n\n<p>Telefon y\u00f6nlendirme sisteminiz ak\u0131ll\u0131 bir IVR \u00f6zelli\u011fi ile e\u015fle\u015ftirilmi\u015fse, arayanlar bir temsilci ile konu\u015fmak zorunda kalmadan cevaplar\u0131 bile bulabilirler. \u0130yi optimize edilmi\u015f bir IVR men\u00fcs\u00fc, kay\u0131tl\u0131 mesajlar arac\u0131l\u0131\u011f\u0131yla basit, temel tavsiyeler sa\u011flayabilir.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, \u00e7al\u0131\u015fma saatlerinizi, teslimat zaman dilimlerinizi veya \u00f6deme ko\u015fullar\u0131n\u0131z\u0131 a\u00e7\u0131klayan bir mesaj kaydedebilirsiniz. Bunlar\u0131 sormak i\u00e7in arayan herkes, bir temsilciyle konu\u015fmak zorunda kalmadan cevaplar\u0131n\u0131 alm\u0131\u015f olacakt\u0131r.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Acenteleriniz veya Ekip \u00dcyeleriniz \u0130\u00e7in<\/h3>\n\n\n\n<p>Temsilciler, bir sorguyu ele almak i\u00e7in do\u011fru becerilere veya yetkiye sahip de\u011fillerse hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011frayabilirler. Etkin \u00e7a\u011fr\u0131 y\u00f6nlendirme bu sorunu \u00e7\u00f6zer. \u00d6nemsedikleri ve kendi ba\u015flar\u0131na \u00e7\u00f6zebilecek yetkinli\u011fe sahip olduklar\u0131 vakalar \u00fczerinde \u00e7al\u0131\u015fmak onlar i\u00e7in daha \u00f6d\u00fcllendirici. Hi\u00e7 kimse, arayanlara yard\u0131mc\u0131 olamad\u0131\u011f\u0131 i\u00e7in onlar\u0131 s\u00fcrekli ba\u015fka birine aktarmaktan ho\u015flanmaz.<\/p>\n\n\n\n<p>\u00c7a\u011fr\u0131lar\u0131 temsilciler aras\u0131nda da e\u015fit olarak da\u011f\u0131tt\u0131\u011f\u0131n\u0131zda, i\u015f y\u00fckleri daha dengeli ve daha az stresli olur. Temel sorgular IVR men\u00fcs\u00fc taraf\u0131ndan ele al\u0131nd\u0131\u011f\u0131nda, temsilciler daha y\u00fcksek de\u011ferli g\u00f6revler \u00fczerinde \u00e7al\u0131\u015fmak i\u00e7in daha fazla zamana sahip olurlar. <strong>\u00c7al\u0131\u015fan ba\u011fl\u0131l\u0131\u011f\u0131 ve memnuniyetinin<\/strong> yan\u0131 s\u0131ra elde tutma konusunda da bir <strong>art\u0131\u015f<\/strong> g\u00f6rmelisiniz.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u0130\u015fletmeniz \u0130\u00e7in<\/h3>\n\n\n\n<p>Telefon y\u00f6nlendirme sistemleri verimlili\u011fi ve \u00fcretkenli\u011fi en \u00fcst d\u00fczeye \u00e7\u0131kararak daha y\u00fcksek hacimli \u00e7a\u011fr\u0131lar\u0131 kar\u015f\u0131laman\u0131z\u0131 sa\u011flar. Bu, yaln\u0131zca sat\u0131\u015f ortam\u0131nda de\u011fil, ayn\u0131 zamanda <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/how-to-raise-customer-satisfaction-as-an-smb\/\">m\u00fc\u015fteri memnuniyetini art\u0131rd\u0131\u011f\u0131n\u0131z<\/a> i\u00e7in daha y\u00fcksek gelir sa\u011flar.<\/p>\n\n\n\n<p>Etkili \u00e7a\u011fr\u0131 y\u00f6nlendirme, ortalama cevaplama h\u0131z\u0131 ve ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc gibi metrikler \u00fczerinde olumlu bir etkiye sahiptir.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, uluslararas\u0131 ara\u00e7 kiralama hizmeti <a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\">DiscoverCars<\/a>, \u00e7a\u011fr\u0131 y\u00f6nlendirme yoluyla <strong>m\u00fc\u015fteri bekleme s\u00fcrelerini %80&#8217;e kadar azaltmay\u0131<\/strong> ba\u015fard\u0131:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>En \u00e7ok de\u011fer verdi\u011fimiz fayda \u00e7a\u011fr\u0131 y\u00f6nlendirme. IVR ile m\u00fc\u015fterileri kendi dillerini konu\u015fan temsilcilere y\u00f6nlendiriyoruz. Ayr\u0131ca, m\u00fc\u015fterilerin rezervasyon s\u00fcrecindeki a\u015famalar\u0131na g\u00f6re \u00e7a\u011fr\u0131lar\u0131 da\u011f\u0131tabilir, ara\u00e7lar\u0131n\u0131 teslim alacak m\u00fc\u015fterilere daha y\u00fcksek \u00f6ncelik verebiliriz.<\/em> <strong><em>Issam Daoudi &#8211; DiscoverCars&#8217;ta S\u00fcperviz\u00f6r<\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n<p>\u0130yile\u015ftirilmi\u015f operasyonel \u00f6l\u00e7\u00fcmler, daha y\u00fcksek CSAT (M\u00fc\u015fteri Memnuniyeti) ve NPS (Net Tavsiye Skoru) ile beslenir. Mutlu m\u00fc\u015fterilerin sizinle i\u015f yapma, sad\u0131k kalma ve ba\u015fkalar\u0131na tavsiye etme olas\u0131l\u0131\u011f\u0131 daha y\u00fcksektir. Bu arada, m\u00fc\u015fteri ve temsilci elde tutma oran\u0131n\u0131n artmas\u0131, edinme ve i\u015fe al\u0131m maliyetlerinden tasarruf etmenize yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme En \u0130yi Uygulamalar\u0131: \u00c7a\u011fr\u0131 Y\u00f6nlendirmenizi Do\u011fru Yapmak \u0130\u00e7in \u0130pu\u00e7lar\u0131<\/h2>\n\n\n\n<p>Telefon \u00e7a\u011fr\u0131s\u0131 y\u00f6nlendirmenin faydalar\u0131 a\u00e7\u0131kt\u0131r, ancak bunlardan en iyi \u015fekilde yararlanmak i\u00e7in en iyi uygulamalar\u0131 izlemeniz gerekir:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ara\u015ft\u0131rma ile Y\u00f6nlendirmeyi Kurun ve \u0130yile\u015ftirin<\/h3>\n\n\n\n<p>M\u00fc\u015fteri hizmetlerinin iyile\u015ftirilmesi, \u00e7a\u011fr\u0131 y\u00f6nlendirmenin uygulanmas\u0131 i\u00e7in \u00f6nemli bir nedendir. O halde, bir \u00e7a\u011fr\u0131 ak\u0131\u015f\u0131 veya \u00e7a\u011fr\u0131 y\u00f6nlendirme kurallar\u0131 tasarlamadan \u00f6nce <strong>m\u00fc\u015fterilerinizin ihtiya\u00e7lar\u0131 ve tercihleri<\/strong> hakk\u0131nda daha fazla bilgi edinmek mant\u0131kl\u0131d\u0131r.  <\/p>\n\n\n\n<p>Ne de olsa Salesforce ara\u015ft\u0131rmas\u0131, \u015firketlerin hedeflerini anlad\u0131\u011f\u0131n\u0131 g\u00f6stermesi halinde <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-fifth-ed.pdf\" target=\"_blank\" rel=\"noopener\">ticari al\u0131c\u0131lar\u0131n %89<\/a> &#8216;unun sat\u0131n alma olas\u0131l\u0131\u011f\u0131n\u0131n daha y\u00fcksek oldu\u011funu g\u00f6steriyor.<\/p>\n\n\n\n<p>Y\u00f6nlendirme kurallar\u0131n\u0131z\u0131 do\u011fru verilere dayand\u0131rman\u0131z gerekir. CRM&#8217;nizdeki mevcut bilgilerin yan\u0131 s\u0131ra, i\u015fe yarayan bir \u00e7a\u011fr\u0131 y\u00f6nlendirme stratejisi geli\u015ftirmenize yard\u0131mc\u0131 olacak anketleri ve davran\u0131\u015fsal verileri kullanabilirsiniz.<\/p>\n\n\n\n<p>Ard\u0131ndan, sorunlar\u0131 ve sorgular\u0131 \u00f6nceden tahmin edin ve y\u00fcksek \u00e7a\u011fr\u0131 hacmi d\u00f6nemlerine haz\u0131r oldu\u011funuzdan emin olmak i\u00e7in trend tahmini ve tahmine dayal\u0131 analiti\u011fi kullan\u0131n. S\u00fcrekli iyile\u015ftirme i\u00e7in verileri toplamaya ve analiz etmeye devam etmeniz \u00e7ok \u00f6nemlidir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme Kurallar\u0131n\u0131z\u0131 Tan\u0131mlay\u0131n ve \u00d6zelle\u015ftirin<\/h3>\n\n\n\n<p>Ara\u015ft\u0131rmay\u0131 yapt\u0131ktan sonra, m\u00fc\u015fterilerinize ve i\u015f operasyonlar\u0131n\u0131za uygun y\u00f6nlendirme kurallar\u0131 olu\u015fturabilirsiniz. Hangi da\u011f\u0131t\u0131m y\u00f6ntemini (veya kombinasyonunu) kullanmak istedi\u011finizi se\u00e7in ve bunu ayarlayabilece\u011finiz ko\u015fullar\u0131 g\u00f6z \u00f6n\u00fcnde bulundurun.<\/p>\n\n\n\n<p>\u00c7e\u015fitli senaryolar \u00fczerinde dikkatlice d\u00fc\u015f\u00fcn\u00fcn.  <\/p>\n\n\n\n<p>Mesela:  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0130lk tercih edilen ki\u015fi veya ekip m\u00fcsait de\u011filse, aramalar\u0131n &#8220;bir sonraki en iyi&#8221; se\u00e7ene\u011fe y\u00f6nlendirilmesini istiyor musunuz?  <\/li>\n\n\n\n<li>Yoksa bu durumda aramalar do\u011frudan sesli mesaja m\u0131 gider?  <\/li>\n\n\n\n<li>VIP arayanlara ne yap\u0131lmal\u0131d\u0131r?<\/li>\n<\/ul>\n\n\n\n<p>Bir merkez kapand\u0131ktan sonra bile arayanlar\u0131n kuyrukta kalmas\u0131na izin veren kurallar belirleyebilir, onlar\u0131 bir offshore \u00e7a\u011fr\u0131 merkezine aktarabilir veya bilgi taban\u0131n\u0131za y\u00f6nlendirebilirsiniz. \u00c7a\u011fr\u0131 y\u00f6nlendirme teknolojisi, sistem temsilcinin m\u00fcsait olmad\u0131\u011f\u0131n\u0131 belirlemeden \u00f6nce telefonun ne kadar s\u00fcre \u00e7almas\u0131 gerekti\u011fine karar vermenize bile izin verebilir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">IVR \u0130stemlerini ve Mesajlar\u0131n\u0131 K\u0131sa Ama Bilgilendirici Tutun<\/h3>\n\n\n\n<p>IVR men\u00fcn\u00fcz\u00fcn <strong>m\u00fc\u015fteriler i\u00e7in gezinmesi kolay<\/strong> olmas\u0131 \u00f6nemlidir. Kafa kar\u0131\u015f\u0131kl\u0131\u011f\u0131n\u0131 \u00f6nlemek ve sorgunun uygun bir temsilciyle e\u015fle\u015ftirilmesi olas\u0131l\u0131\u011f\u0131n\u0131 art\u0131rmak i\u00e7in se\u00e7enekleri olabildi\u011fince basit tutun.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, ilk kar\u015f\u0131lama mesaj\u0131na \u00e7ok fazla bilgi eklemek yerine ek alt men\u00fcler kullan\u0131n. Farkl\u0131 zamanlar veya departmanlar i\u00e7in ya da de\u011fi\u015ftirilen tatil \u00e7al\u0131\u015fma saatlerini duyurmak i\u00e7in \u00f6zelle\u015ftirilmi\u015f kar\u015f\u0131lama mesajlar\u0131 olu\u015fturabilirsiniz.  <\/p>\n\n\n\n<p>Arayanlar ayr\u0131ca mevcut bekleme s\u00fcreleri ve kuyruktaki konumlar\u0131 hakk\u0131nda g\u00fcncellemelerin yan\u0131 s\u0131ra geri arama veya sesli mesaj gibi alternatif se\u00e7enekler sunan mesajlardan da memnun kalacaklard\u0131r.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1262\" height=\"711\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3.png\" alt=\"\" class=\"wp-image-204786\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3.png 1262w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-1024x577.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-768x433.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/CloudTalk-IVR-3-88x50.png 88w\" sizes=\"auto, (max-width: 1262px) 100vw, 1262px\" \/><figcaption class=\"wp-element-caption\">Kaynak <a href=\"https:\/\/help.cloudtalk.io\/en\/articles\/5412332-configure-sounds-and-greetings\" target=\"_blank\" rel=\"noopener\">Cloudtalk<\/a><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Y\u00f6nlendirmeyi Daha da \u0130yile\u015ftirmek i\u00e7in CRM&#8217;nizi Kullan\u0131n<\/h3>\n\n\n\n<p>\u00c7a\u011fr\u0131 y\u00f6nlendirme yaz\u0131l\u0131m\u0131n\u0131z CRM&#8217;nizle entegre oluyorsa ( <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/entegre-cagri-merkezi-yazilimi\/\">CloudTalk&#8217;un bir\u00e7ok pop\u00fcler<\/a> yaz\u0131l\u0131mla <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/entegre-cagri-merkezi-yazilimi\/\">yapt\u0131\u011f\u0131<\/a> gibi), \u00e7a\u011fr\u0131 y\u00f6nlendirmeyi daha da geli\u015ftirebilirsiniz.  <\/p>\n\n\n\n<p>ACD&#8217;niz, hesap bilgileri, konu\u015fma ge\u00e7mi\u015fi ve temsilciler ve m\u00fc\u015fteri temsilcileri taraf\u0131ndan al\u0131nan notlar gibi ilgili m\u00fc\u015fteri verilerini \u00e7ekebilecektir.<\/p>\n\n\n\n<p>Bu sadece sistemin ak\u0131ll\u0131 arayan tabanl\u0131 y\u00f6nlendirme yapmas\u0131n\u0131 sa\u011flamakla kalmaz, ayn\u0131 zamanda temsilcilerin etkile\u015fimleri ki\u015fiselle\u015ftirmesini de kolayla\u015ft\u0131r\u0131r. Kuyrukta bekleme s\u00fcrelerini azalt\u0131r ve aramalar s\u0131ras\u0131nda bilgi arama ihtiyac\u0131n\u0131 ortadan kald\u0131r\u0131r. Ayr\u0131ca, temsilciler ileride ba\u015fvurmak ve kullanmak \u00fczere CRM&#8217;e otomatik olarak yeni veriler ekleyebilir.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme: Daha Mutlu M\u00fc\u015fteriler, Daha \u0130lgili Temsilciler ve Daha Sa\u011fl\u0131kl\u0131 Bir K\u00e2rl\u0131l\u0131k i\u00e7in Yolunuz<\/h2>\n\n\n\n<p>\u00c7ok basit bir \u015fekilde ifade etmek gerekirse, iyi \u00e7a\u011fr\u0131 y\u00f6nlendirme herkesi mutlu eder. <strong>M\u00fc\u015fterileriniz<\/strong>, sorular\u0131n\u0131 h\u0131zl\u0131 bir \u015fekilde \u00e7\u00f6zd\u00fc\u011f\u00fcn\u00fcz i\u00e7in <strong>mutlu<\/strong>. <strong>Temsilcileriniz mutludur<\/strong> \u00e7\u00fcnk\u00fc kendilerini g\u00fc\u00e7lendirilmi\u015f ve \u00f6d\u00fcllendirilmi\u015f hissederler. Verimsizlikleri azalt\u0131yor ve geliri art\u0131r\u0131yorsunuz, bu y\u00fczden <strong>C-suite kesinlikle mutlu<\/strong>.<\/p>\n\n\n\n<p>Do\u011fru \u00e7a\u011fr\u0131 y\u00f6nlendirme \u00e7\u00f6z\u00fcm\u00fc ile bu mutluluk seviyesine ula\u015fabilirsiniz. CloudTalk&#8217;un \u00e7a\u011fr\u0131 y\u00f6nlendirmeyi nas\u0131l kolayla\u015ft\u0131rd\u0131\u011f\u0131n\u0131 \u00f6\u011frenin; demo i\u00e7in ileti\u015fime ge\u00e7in veya <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/cloudtalk-14-gunluk-ucretsiz-deneme\/\">\u00fccretsiz deneyin<\/a>.<\/p>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">\u00c7a\u011fr\u0131 Y\u00f6nlendirme SSS<\/h3>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00c7a\u011fr\u0131 Y\u00f6nlendirme ve \u00c7a\u011fr\u0131 Y\u00f6nlendirme Aras\u0131ndaki Fark Nedir?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00c7a\u011fr\u0131 y\u00f6nlendirme ve \u00e7a\u011fr\u0131 y\u00f6nlendirme her ikisi de \u00e7a\u011fr\u0131 y\u00f6netimi \u00f6zellikleridir, ancak ayn\u0131 de\u011fildirler. \u00c7a\u011fr\u0131 y\u00f6nlendirme ile, i\u015fletmeniz veya \u00e7a\u011fr\u0131 merkeziniz taraf\u0131ndan al\u0131nan t\u00fcm \u00e7a\u011fr\u0131lar\u0131n nas\u0131l da\u011f\u0131t\u0131laca\u011f\u0131n\u0131 belirleyen \u00f6nceden tan\u0131mlanm\u0131\u015f kurallar belirlersiniz. \u00c7a\u011fr\u0131 y\u00f6nlendirme ile, \u00e7a\u011fr\u0131lar\u0131 otomatik olarak bir numaradan di\u011ferine y\u00f6nlendirmek i\u00e7in kurallar belirlersiniz.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Telefon G\u00f6r\u00fc\u015fmeleri Nas\u0131l Y\u00f6nlendirilir?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Telefon aramalar\u0131, i\u015f arama \u00e7\u00f6z\u00fcm\u00fcn\u00fczde tan\u0131mlad\u0131\u011f\u0131n\u0131z ve \u00f6zelle\u015ftirdi\u011finiz \u00f6nceden ayarlanm\u0131\u015f kurallara g\u00f6re y\u00f6nlendirilir. Bu kurallar sisteme \u00e7a\u011fr\u0131lar\u0131 nas\u0131l da\u011f\u0131tmak istedi\u011finizi s\u00f6yler &#8211; belki de zaman, arayan ve daha fazlas\u0131 gibi fakt\u00f6rlere dayanarak &#8211; ve IVR ve ACD teknolojisinin bir kombinasyonu \u00e7a\u011fr\u0131lar\u0131 buna g\u00f6re y\u00f6nlendirir.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u00c7a\u011fr\u0131 Y\u00f6nlendirme Sadece \u00c7a\u011fr\u0131 ve \u0130leti\u015fim Merkezleri \u0130\u00e7in mi?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u015eart de\u011fil. \u00c7a\u011fr\u0131 y\u00f6nlendirme kurallar\u0131 genellikle en \u00e7ok \u00e7a\u011fr\u0131 ve ileti\u015fim merkezleriyle ili\u015fkilendirilse de, genel olarak i\u015fletmelere de fayda sa\u011flayabilir. \u00d6rne\u011fin, hesap tabanl\u0131 aramalar\u0131n do\u011frudan muhasebe departman\u0131n\u0131za gitmesi i\u00e7in arama y\u00f6nlendirme ayarlamak isteyebilirsiniz.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1710507718474\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u0130\u015fletmemin \u00c7a\u011fr\u0131 Y\u00f6nlendirme Sistemine \u0130htiyac\u0131 Var m\u0131?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Duruma g\u00f6re de\u011fi\u015fir. \u0130\u015fletmeniz y\u00fcksek miktarda gelen \u00e7a\u011fr\u0131 al\u0131yor mu? M\u00fckemmel bir m\u00fc\u015fteri deste\u011fi standard\u0131 sunmaya kararl\u0131 m\u0131s\u0131n\u0131z? Bu iki soruya da cevab\u0131n\u0131z evet ise, i\u015fletmeniz muhtemelen etkili \u00e7a\u011fr\u0131 y\u00f6nlendirmeden faydalanabilir.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fckemmel m\u00fc\u015fteri hizmetlerinin ger\u00e7ek g\u00fcc\u00fc nedir? HubSpot Research&#8217;e g\u00f6re, m\u00fc\u015fterilerin %93 &#8216;\u00fc tam da bunu sunan \u015firketlerden tekrar al\u0131\u015fveri\u015f yapma&#8230;<\/p>\n","protected":false},"author":126,"featured_media":229298,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[662],"tags":[],"class_list":["post-229297","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telefon-sistemi"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts\/229297","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\/126"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/comments?post=229297"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts\/229297\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/media\/229298"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/media?parent=229297"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/categories?post=229297"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/tags?post=229297"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}