{"id":232128,"date":"2024-08-01T19:04:02","date_gmt":"2024-08-01T17:04:02","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/6-musterilerinize-daha-iyi-hizmet-vermek-icin-en-iyi-ivr-yonlendirme-stratejileri\/"},"modified":"2024-08-12T12:49:23","modified_gmt":"2024-08-12T10:49:23","slug":"6-musterilerinize-daha-iyi-hizmet-vermek-icin-en-iyi-ivr-yonlendirme-stratejileri","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/tr\/blog\/6-musterilerinize-daha-iyi-hizmet-vermek-icin-en-iyi-ivr-yonlendirme-stratejileri\/","title":{"rendered":"6 M\u00fc\u015fterilerinize Daha \u0130yi Hizmet Vermek \u0130\u00e7in En \u0130yi IVR Y\u00f6nlendirme Stratejileri"},"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\">M\u00fc\u015fteri Yolculuklar\u0131n\u0131 \u0130yile\u015ftirmek i\u00e7in En \u0130yi 6 IVR Y\u00f6nlendirme Stratejisi<\/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\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1024x576.png\" alt=\"\" class=\"wp-image-209342\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Bir \u015firketin duygusal durumlar\u0131n\u0131 \u00f6nemsedi\u011fine inanan <a href=\"https:\/\/www.zendesk.co.uk\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\">m\u00fc\u015fterilerin \u00fc\u00e7te ikisi<\/a> muhtemelen tekrar m\u00fc\u015fteri olacakt\u0131r.\nVe hi\u00e7bir \u015fey h\u0131zl\u0131, verimli bir \u00e7a\u011fr\u0131 merkezi deneyiminden daha fazla &#8220;bizim i\u00e7in de\u011ferlisiniz&#8221; diyemez, bu da m\u00fc\u015fteri ili\u015fkilerini ve sadakatini h\u0131zl\u0131 bir \u015fekilde geli\u015ftirecektir. <\/p>\n\n\n\n<p>M\u00fc\u015fteri \u00e7a\u011fr\u0131lar\u0131n\u0131 y\u00f6nlendirme \u015fekliniz, \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcn h\u0131z\u0131 ve verimlili\u011fi \u00fczerinde b\u00fcy\u00fck bir etkiye sahiptir.\nBu nedenle, ileti\u015fim merkezi y\u00f6nlendirme stratejinizi optimize etmek, m\u00fc\u015fterileriniz <em>ve <\/em>i\u015fletmeniz i\u00e7in yapabilece\u011finiz en iyi \u015feylerden biridir.   <\/p>\n\n\n\n<p>IVR teknolojisi, \u00e7a\u011fr\u0131lar\u0131n\u0131z\u0131 y\u00f6nlendirmek i\u00e7in \u00e7e\u015fitli sofistike yollar sunar.\nBurada, mevcut en iyi IVR y\u00f6nlendirme stratejilerinden alt\u0131s\u0131n\u0131 inceleyece\u011fiz. <\/p>\n\n\n\n<p><strong>Anahtar \u00c7\u0131kar\u0131mlar:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Do\u011fru IVR y\u00f6nlendirme stratejisi, \u00e7a\u011fr\u0131 merkezinize ula\u015fanlar\u0131n ortalama bekleme s\u00fcrelerinde ve m\u00fc\u015fteri memnuniyetinde b\u00fcy\u00fck bir fark yaratabilir.<\/li>\n\n\n\n<li>IVR \u00e7a\u011fr\u0131lar\u0131n\u0131 y\u00f6nlendirmenin, m\u00fc\u015fterinin konumuna, m\u00fc\u015fterinin ge\u00e7mi\u015f etkile\u015fimlerine ve mevcut temsilci beceri setlerine g\u00f6re y\u00f6nlendirme de dahil olmak \u00fczere bir\u00e7ok yolu vard\u0131r.<\/li>\n\n\n\n<li>Bulut IVR \u00e7\u00f6z\u00fcmleri, sofistike \u00e7a\u011fr\u0131 y\u00f6nlendirme stratejilerini uygulamak i\u00e7in \u00e7ok uygun maliyetli bir yol sunar.\nDaha fazla bilgi edinmek i\u00e7in <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">IVR sistemi fiyatland\u0131rma<\/a> k\u0131lavuzumuza g\u00f6z at\u0131n. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">IVR Nedir ve Nas\u0131l \u00c7al\u0131\u015f\u0131r?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/interaktif-sesli-yanit\/\">\u0130nteraktif Sesli Yan\u0131t (IVR)<\/a>, m\u00fc\u015fterilerin \u00e7a\u011fr\u0131 merkezi sisteminizle etkile\u015fime girmesini sa\u011flayan ve b\u00f6ylece onlar\u0131 m\u00fcmk\u00fcn olan en h\u0131zl\u0131 \u00e7\u00f6z\u00fcme y\u00f6nlendirebilen bir sistemdir.  <\/p>\n\n\n\n<p>Tipik olarak, arayan ki\u015fi \u00e7a\u011fr\u0131 merkezinizle ileti\u015fime ge\u00e7ti\u011finde bir IVR men\u00fcs\u00fcne ba\u011flan\u0131r ve kendisine bir dizi se\u00e7enek sunulur.\nDaha sonra kendileri i\u00e7in do\u011fru se\u00e7ene\u011fi se\u00e7mek i\u00e7in ya tu\u015f tak\u0131mlar\u0131n\u0131 ya da seslerini kullan\u0131rlar.   <\/p>\n\n\n\n<p>Otomatik \u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131 (ACD) ve \u00e7a\u011fr\u0131 y\u00f6nlendirme i\u015flevselli\u011fi ile \u00e7al\u0131\u015fan sistem, daha sonra arayan ki\u015fiyi ihtiya\u00e7 duydu\u011fu yan\u0131tlar\u0131 almas\u0131 i\u00e7in en iyi yere y\u00f6nlendirir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Bar\u0131nd\u0131r\u0131lan \u0130leti\u015fim Merkezi Nas\u0131l \u00c7al\u0131\u015f\u0131r?<\/h3>\n\n\n\n<p>Bar\u0131nd\u0131r\u0131lan bir ileti\u015fim merkezi \u00e7\u00f6z\u00fcm\u00fcnde, \u00fc\u00e7\u00fcnc\u00fc taraf bir sa\u011flay\u0131c\u0131ya abonelik \u00fccreti \u00f6dersiniz ve o da size ihtiyac\u0131n\u0131z olan donan\u0131m ve yaz\u0131l\u0131ma eri\u015fim sa\u011flar.\nSa\u011flay\u0131c\u0131, \u00e7\u00f6z\u00fcm\u00fcn g\u00fcncellenmesi ve bak\u0131m\u0131ndan sorumludur ve bu endi\u015feleri omuzlar\u0131n\u0131zdan al\u0131r. <\/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\">En \u0130yi 5 IVR \u00c7\u00f6z\u00fcm\u00fc ile CSAT&#8217;\u0131 Art\u0131r\u0131n ve M\u00fc\u015fteri Kayb\u0131n\u0131 Azalt\u0131n  2025<\/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\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png\" alt=\"\" class=\"wp-image-202809\" style=\"object-fit:cover\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24.png 450w\" 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\/5-best-ivr-solutions\/\">\u00dccretsiz okuyun<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri Etkile\u015fimlerini Kolayla\u015ft\u0131rmak i\u00e7in En \u0130yi IVR Y\u00f6nlendirme Stratejileri<\/h2>\n\n\n\n<p>IVR \u00e7a\u011fr\u0131 y\u00f6nlendirme, arayanlar\u0131n etkile\u015fimli sesli komutlar kullan\u0131larak do\u011fru ki\u015fiye y\u00f6nlendirilmesini i\u00e7eren belirli bir \u00e7a\u011fr\u0131 y\u00f6nlendirme alt b\u00f6l\u00fcm\u00fcd\u00fcr.\nY\u00f6nlendirme sistemi, her m\u00fc\u015fteriyle bir dizi y\u00f6nlendirme men\u00fcs\u00fc arac\u0131l\u0131\u011f\u0131yla s\u00f6zl\u00fc olarak konu\u015fur.   <\/p>\n\n\n\n<p>Genel olarak \u00e7a\u011fr\u0131 y\u00f6nlendirme hakk\u0131nda daha fazla bilgi edinmek istiyorsan\u0131z, kapsaml\u0131 bir <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/blog\/cagri-yonlendirme-nedir-ve-size-nasil-fayda-saglayabilir\/\">\u00e7a\u011fr\u0131 y\u00f6nlendirme<\/a> k\u0131lavuzumuz var.<\/p>\n\n\n\n<p>\u015eimdi, yapay zeka destekli bir IVR&#8217;den bahsedelim.\nM\u00fc\u015fterileri tan\u0131nan s\u00f6zl\u00fc komutlara veya tu\u015f tak\u0131m\u0131na basmalar\u0131na g\u00f6re y\u00f6nlendirmekten daha fazlas\u0131n\u0131 yapabilir.\nBa\u011flant\u0131l\u0131 CRM sistemleri gibi mevcut kaynaklardan al\u0131nan m\u00fc\u015fteri verileri gibi fakt\u00f6rleri kullanarak m\u00fc\u015fterilerinizi ak\u0131ll\u0131 bir \u015fekilde y\u00f6nlendirebilir.    <\/p>\n\n\n\n<p>Se\u00e7ti\u011finiz IVR y\u00f6nlendirme stratejisi, IVR&#8217;nizin \u00e7a\u011fr\u0131lar\u0131 nas\u0131l da\u011f\u0131taca\u011f\u0131n\u0131 belirleyecektir.  <\/p>\n\n\n\n<p>Aralar\u0131ndan se\u00e7im yapabilece\u011finiz \u00e7e\u015fitli IVR y\u00f6nlendirme stratejileri vard\u0131r.\nEn pop\u00fcler olanlardan baz\u0131lar\u0131n\u0131 g\u00f6zden ge\u00e7irelim: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Do\u011frudan Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Do\u011frudan y\u00f6nlendirme nispeten basittir.\nArayanlar bir dizi departman\/hizmet aras\u0131ndan se\u00e7im yapabilir ve do\u011frudan oraya y\u00f6nlendirilir.\nMuhtemelen &#8220;Sat\u0131\u015f i\u00e7in bire, \u00f6demeler i\u00e7in ikiye bas\u0131n&#8230;&#8221; ileti\u015fim merkezi format\u0131na a\u015finas\u0131n\u0131zd\u0131r.\nAncak, do\u011frudan y\u00f6nlendirme ses tan\u0131ma yoluyla da \u00e7al\u0131\u015fabilir.   <\/p>\n\n\n\n<p>\u00d6rne\u011fin, gelen bir arayan\u0131n bir fatura \u00f6demek istedi\u011fini varsayal\u0131m.\nTipik bir <strong>do\u011frudan y\u00f6nlendirme kurulumunda<\/strong>, IVR onlara hangi hizmete\/b\u00f6l\u00fcme ihtiya\u00e7 duyduklar\u0131n\u0131 soracakt\u0131r.\nArayan ki\u015fi &#8220;\u00d6demeler&#8221; veya &#8220;Faturam\u0131 \u00f6de&#8221; gibi bir \u015fey s\u00f6yleyecek ve IVR onu do\u011frudan \u00f6deme departman\u0131na g\u00f6nderecektir.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Becerilere Dayal\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">Becerilere dayal\u0131 y\u00f6n<\/a> lendirme, do\u011frudan y\u00f6nlendirmeden biraz daha karma\u015f\u0131kt\u0131r ve daha karma\u015f\u0131k \u00e7a\u011fr\u0131lar i\u00e7in kullan\u0131\u015fl\u0131d\u0131r.  <\/p>\n\n\n\n<p>\u00d6rne\u011fin, teknik sorunlarla ilgilenen bir yard\u0131m merkezi, arayanlar\u0131n sorunlar\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in belirli becerilere ve bilgiye ihtiya\u00e7 duymas\u0131 muhtemel oldu\u011fundan, beceri tabanl\u0131 y\u00f6nlendirmeden yararlanabilir.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"676\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1024x676.png\" alt=\"\" class=\"wp-image-209355\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1024x676.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-300x198.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-768x507.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1124x742.png 1124w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-649x428.png 649w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-424x280.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-171x113.png 171w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-88x58.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups.png 1373w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Becerilere dayal\u0131 bir y\u00f6nlendirme stratejisi ile IVR&#8217;\u0131n\u0131z, men\u00fc se\u00e7eneklerine verdikleri yan\u0131tlar do\u011frultusunda m\u00fc\u015fterinizin ihtiya\u00e7lar\u0131n\u0131 dikkate alacakt\u0131r.\nArd\u0131ndan, \u00f6\u011frendiklerini mevcut temsilciler hakk\u0131ndaki verilerle \u00e7apraz referansland\u0131r\u0131r.\nArd\u0131ndan, arayan ki\u015fiyi ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131lamak i\u00e7in m\u00fcmk\u00fcn olan en iyi temsilciye y\u00f6nlendirecektir.  <\/p>\n\n\n\n<p>Becerilere dayal\u0131 y\u00f6nlendirme, g\u00fc\u00e7l\u00fc bir temsilci ekibiyle birlikte, m\u00fc\u015fteri sorunlar\u0131n\u0131 h\u0131zl\u0131 ve verimli bir \u015fekilde \u00e7\u00f6zmek i\u00e7in m\u00fckemmeldir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ak\u0131ll\u0131 Veri Y\u00f6nlendirmeli Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Bazen <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">arayan tabanl\u0131 y\u00f6n<\/a>lendirme olarak da bilinen ak\u0131ll\u0131 IVR y\u00f6nlendirmesi, her bir arayan i\u00e7in en iyi rotay\u0131 belirlemek \u00fczere halihaz\u0131rda sahip oldu\u011funuz verileri kullan\u0131r.<\/p>\n\n\n\n<p>CloudTalk gibi bir i\u015f arama \u00e7\u00f6z\u00fcm\u00fc &#8211; dahili IVR \u00f6zelli\u011fi ile &#8211; CRM ve pazarlama yaz\u0131l\u0131m\u0131n\u0131z gibi ara\u00e7larla sorunsuz bir \u015fekilde entegre olur.\nGelen arayanlar hakk\u0131nda m\u00fcmk\u00fcn olan en iyi i\u00e7g\u00f6r\u00fcleri elde etmek i\u00e7in bu ara\u00e7lardan veri \u00e7ekebilir ve onlar\u0131 bu i\u00e7g\u00f6r\u00fclere g\u00f6re y\u00f6nlendirebilir. <\/p>\n\n\n\n<p>\u00d6rne\u011fin, \u00f6nceki bir temsilci CRM&#8217;inizde belirli bir m\u00fc\u015fterinin devam eden bir sorunu oldu\u011funu etiketlemi\u015f olabilir.\nIVR daha sonra bu verileri kullanarak m\u00fc\u015fteriyi durumunu bilen bir temsilciye (belki de ayn\u0131 temsilciye) veya ona yard\u0131mc\u0131 olabilecek en donan\u0131ml\u0131 departmana y\u00f6nlendirebilir. <\/p>\n\n\n\n<p>Ak\u0131ll\u0131, veri odakl\u0131 y\u00f6nlendirme, m\u00fc\u015fterilere ve m\u00fc\u015fteri temsilcilerine \u00e7ok fazla zaman kazand\u0131rabilecek son derece ki\u015fiselle\u015ftirilmi\u015f bir hizmet sa\u011flar.\nY\u00fcksek de\u011ferli m\u00fc\u015fterilere yard\u0131mc\u0131 olmak ve acil ihtiya\u00e7larla ilgilenmek i\u00e7in harikad\u0131r. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zaman Tabanl\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Zamana dayal\u0131 y\u00f6nlendirme, g\u00fcn\u00fcn saatine ba\u011fl\u0131 olarak \u00e7a\u011fr\u0131lar\u0131 farkl\u0131 \u015fekilde y\u00f6nlendirir.<\/p>\n\n\n\n<p>\u00d6rne\u011fin, mesai saatleri d\u0131\u015f\u0131nda IVR, arayanlar\u0131 mesai saatleri d\u0131\u015f\u0131ndaki hizmetinize veya sesli mesaja y\u00f6nlendirebilir.  <\/p>\n\n\n\n<p>Benzer \u015fekilde, d\u00fcnyan\u0131n d\u00f6rt bir yan\u0131na yay\u0131lm\u0131\u015f m\u00fc\u015fterileriniz varsa, mesai saatleri d\u0131\u015f\u0131nda bir zaman dilimine gelen \u00e7a\u011fr\u0131lar ba\u015fka bir zaman dilimindeki uygun bir temsilciye y\u00f6nlendirilebilir.<\/p>\n\n\n\n<p>Zamana dayal\u0131 y\u00f6nlendirme, yo\u011fun veya personelin az oldu\u011fu zamanlardaki stresi ortadan kald\u0131rmak i\u00e7in harikad\u0131r.\nAyr\u0131ca m\u00fc\u015fterileri m\u00fcsait olmayan temsilcileri bekleme s\u0131k\u0131nt\u0131s\u0131ndan kurtarabilir ve onlar\u0131 m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede m\u00fcsait bir temsilciye veya hizmete ula\u015ft\u0131rabilir. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Konum Tabanl\u0131 Y\u00f6nlendirme<\/h3>\n\n\n\n<p>K\u00fcresel i\u015fletmeler konum tabanl\u0131 y\u00f6nlendirmeden b\u00fcy\u00fck fayda sa\u011flayabilir.\nTemsilcilerin belirli b\u00f6lgesel sorunlarla ilgilenmek i\u00e7in donan\u0131ml\u0131 olmayabilece\u011fi merkezi bir \u00e7a\u011fr\u0131 merkezine ula\u015fmak yerine, konum tabanl\u0131 y\u00f6nlendirme, m\u00fc\u015fterileri konumlar\u0131na g\u00f6re en uygun merkeze veya temsilciye y\u00f6nlendirecektir. <\/p>\n\n\n\n<p>\u00d6rne\u011fin, t\u00fcm Avrupa&#8217;da \u015fubeleri olan bir i\u015fletme y\u00f6netti\u011finizi varsayal\u0131m.\nKonum tabanl\u0131 y\u00f6nlendirme, m\u00fc\u015fterileri kendilerine en yak\u0131n \u015fubeye y\u00f6nlendirebilir. <\/p>\n\n\n\n<p>Konum tabanl\u0131 y\u00f6nlendirme, daha b\u00fcy\u00fck i\u015fletmeler veya k\u00fcresel varl\u0131\u011f\u0131 olan i\u015fletmeler i\u00e7in harikad\u0131r.\nBulut tabanl\u0131 bir ileti\u015fim sa\u011flay\u0131c\u0131s\u0131yla, size d\u00fcnyan\u0131n her yerinde yerel bir varl\u0131k sa\u011flamak i\u00e7in kolayca bir m\u00fc\u015fteri hizmetleri temsilcileri a\u011f\u0131 kurabilirsiniz.\n\u00d6rne\u011fin CloudTalk, 160 adresindeki <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/uluslararasi-numaralar\/\">uluslararas\u0131 numaralarla<\/a> piyasadaki en iyi kapsama alan\u0131n\u0131 sunar.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Self Servis Y\u00f6nlendirme<\/h3>\n\n\n\n<p>Self servis, gen\u00e7 nesiller aras\u0131nda inan\u0131lmaz derecede pop\u00fcler.\n <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2023-10-30-adapting-to-the-customer-service-preferences-of-gen-z-and-millennials\" target=\"_blank\" rel=\"noopener\">Gartner<\/a>, 2022 y\u0131l\u0131nda Y ku\u015fa\u011f\u0131 ve Z ku\u015fa\u011f\u0131 m\u00fc\u015fterilerinin <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2023-10-30-adapting-to-the-customer-service-preferences-of-gen-z-and-millennials\" target=\"_blank\" rel=\"noopener\">%38<\/a> &#8216;inin, self servis otomasyon arac\u0131l\u0131\u011f\u0131yla kendi ba\u015flar\u0131na \u00e7\u00f6zemedikleri takdirde herhangi bir m\u00fc\u015fteri hizmetleri etkile\u015fiminden vazge\u00e7ip vazge\u00e7eceklerini <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2023-10-30-adapting-to-the-customer-service-preferences-of-gen-z-and-millennials\" target=\"_blank\" rel=\"noopener\">ke\u015ffetti<\/a>.   <\/p>\n\n\n\n<p>Bu nedenle, self servis y\u00f6nlendirme gen\u00e7 m\u00fc\u015fterilere sahip i\u015fletmeler i\u00e7in iyi bir se\u00e7imdir.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"888\" height=\"698\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf.png\" alt=\"\" class=\"wp-image-184960\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf.png 888w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-300x236.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-768x604.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-545x428.png 545w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-424x333.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-144x113.png 144w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-88x69.png 88w\" sizes=\"auto, (max-width: 888px) 100vw, 888px\" \/><\/figure>\n\n\n\n<p>Ak\u0131ll\u0131 IVR ve CloudTalk&#8217;un <a href=\"https:\/\/test-staging.cloudtalk.io\/tr\/cagri-akisi-tasarimcisi\/\">\u00c7a\u011fr\u0131 Ak\u0131\u015f\u0131 Tasar\u0131mc\u0131s\u0131<\/a> gibi ara\u00e7lar, daha basit i\u015flemler i\u00e7in otomatik self servis rotalar\u0131 olu\u015fturmay\u0131 kolayla\u015ft\u0131r\u0131r.\n\u00d6rne\u011fin, do\u011fru veriler ve entegrasyonlarla, \u00f6demeler ve randevular gibi i\u015flemler bir insan temsilciyle etkile\u015fime girmeye gerek kalmadan ak\u0131ll\u0131 IVR arac\u0131l\u0131\u011f\u0131yla kolayca yap\u0131labilir. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Do\u011fru IVR Y\u00f6nlendirme Stratejisini Se\u00e7in ve FCR Oranlar\u0131n\u0131 Art\u0131r\u0131n<\/h2>\n\n\n\n<p>Yani IVR \u00e7a\u011fr\u0131 y\u00f6nlendirme stratejiniz i\u00e7in pek \u00e7ok se\u00e7ene\u011finiz var.\n\u0130\u015finize ve m\u00fc\u015fterilerinize en uygun olan\u0131 se\u00e7in veya kendi benzersiz stratejinizi olu\u015fturun. <\/p>\n\n\n\n<p>CloudTalk ile sizin i\u00e7in en iyi IVR \u00e7a\u011fr\u0131 y\u00f6nlendirme stratejisini kolayca \u00f6zelle\u015ftirebilir ve olu\u015fturabilirsiniz.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><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>IVR, sezgisel \u00e7a\u011fr\u0131 ak\u0131\u015f\u0131 tasar\u0131mc\u0131m\u0131z ve di\u011fer \u00f6zelliklerin nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 \u00f6\u011frenmek i\u00e7in<strong> <\/strong>bizi aray\u0131n veya \u00fccretsiz bir deneme ba\u015flat\u0131n.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\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 wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/tr\/cloudtalk-14-gunluk-ucretsiz-deneme\/\">\u00dccretsiz deneyin<\/a><\/div>\n<\/div>\n<\/div><\/div>\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<h2 class=\"wp-block-heading has-text-align-center ct-block-article-faq-header\">IVR Y\u00f6nlendirme SSS<\/h2>\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 \">\u0130\u015fletmem i\u00e7in En \u0130yi IVR Y\u00f6nlendirme T\u00fcr\u00fc Hangisidir?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u0130\u015fletmeniz i\u00e7in en iyi IVR y\u00f6nlendirme t\u00fcr\u00fc b\u00fcy\u00fck \u00f6l\u00e7\u00fcde ne yapt\u0131\u011f\u0131n\u0131za, nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131za ve m\u00fc\u015fterilerinizin neyi tercih etti\u011fine ba\u011fl\u0131d\u0131r.<\/p>\n<p>\u00d6rne\u011fin, birka\u00e7 \u00fclkeye yay\u0131lm\u0131\u015f bir i\u015fletme, m\u00fc\u015fterileri kendi dillerini konu\u015fan ve b\u00f6lgesel sorunlar\u0131na a\u015fina olan bir temsilciye y\u00f6nlendiren yerel bir \u00e7a\u011fr\u0131 y\u00f6nlendirme stratejisinden yararlanabilir.<\/p>\n<p>Daha gen\u00e7 bir m\u00fc\u015fteri taban\u0131na sahip bir i\u015fletme, \u00e7ok say\u0131da self-servis se\u00e7ene\u011finden faydalanacakt\u0131r.<br \/>\nBir self servis y\u00f6nlendirme stratejisi, gelen arayanlar\u0131 temsilciler yerine m\u00fcmk\u00fcn oldu\u011funca self servis se\u00e7eneklerine y\u00f6nlendirecektir.   <\/p>\n<p>M\u00fc\u015fteriler muhtemelen uzman yard\u0131m\u0131 gerektiren karma\u015f\u0131k sorunlarla ar\u0131yorlarsa, beceriye dayal\u0131 bir y\u00f6nlendirme stratejisi onlar\u0131 h\u0131zl\u0131 bir \u015fekilde kendilerine yard\u0131mc\u0131 olabilecek en nitelikli ki\u015fiye ula\u015ft\u0131racakt\u0131r.<\/p>\n<p>Bu nedenle, i\u015fletmeniz i\u00e7in en iyi y\u00f6nlendirme stratejisine karar verirken, <em>sizin<\/em> ve <em>m\u00fc\u015fterilerinizin<\/em> en \u00e7ok neye ihtiya\u00e7 duydu\u011funu d\u00fc\u015f\u00fcn\u00fcn.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">IVR ve ACD Aras\u0131ndaki Fark Nedir?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Hem IVR (\u0130nteraktif Sesli Yan\u0131t) hem de ACD (Otomatik \u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131), \u00e7a\u011fr\u0131lar\u0131 do\u011fru temsilciye veya departmana y\u00f6nlendirmek i\u00e7in kullan\u0131l\u0131r.<br \/>\nAncak ikisi ayn\u0131 \u015fey de\u011fildir. <\/p>\n<p>ACD sistemi esasen bir \u00e7a\u011fr\u0131 y\u00f6nlendiricisidir.<br \/>\n\u0130\u015fletmenin \u00e7a\u011fr\u0131 y\u00f6nlendirme stratejisine g\u00f6re arayanlar\u0131 bir temsilciye, hizmete veya departmana g\u00f6nderen teknolojidir. <\/p>\n<p>Bir IVR sistemi de \u00e7a\u011fr\u0131lar\u0131n y\u00f6nlendirilmesinde rol oynar, ancak ACD&#8217;nin onlar\u0131 nereye g\u00f6ndermesinin en iyi oldu\u011funu ke\u015ffetmek i\u00e7in veri toplayarak ve m\u00fc\u015fterilerle etkile\u015fime girerek.<\/p>\n<p>O halde IVR ve ACD birbirine z\u0131t sistemler de\u011fildir, birlikte \u00e7al\u0131\u015f\u0131rlar.<br \/>\nBir IVR &#8220;evin \u00f6n\u00fc&#8221; olarak hareket eder, ACD&#8217;ye veri besler ve bu da m\u00fc\u015fteriyi h\u0131zl\u0131 bir \u015fekilde do\u011fru temsilciye\/hizmete 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 \">IVR \u00c7a\u011fr\u0131 Ak\u0131\u015f\u0131n\u0131 Nas\u0131l Kurabilirim?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>CloudTalk&#8217;un sezgisel \u00c7a\u011fr\u0131 Ak\u0131\u015f\u0131 Tasar\u0131mc\u0131s\u0131 ile bir IVR \u00e7a\u011fr\u0131 ak\u0131\u015f\u0131 olu\u015fturmak kolayd\u0131r.<br \/>\nBa\u015ftan sona tamamen \u0131smarlama m\u00fc\u015fteri \u00e7a\u011fr\u0131 yolculuklar\u0131n\u0131 kolayl\u0131kla olu\u015fturabilirsiniz.<br \/>\n <a href=\"https:\/\/staging.cloudtalk.io\/call-flow-designer\/\" target=\"_blank\" rel=\"noopener\">Burada<\/a> nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131 hakk\u0131nda daha fazla bilgi edinin.  <\/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>Bir \u015firketin duygusal durumlar\u0131n\u0131 \u00f6nemsedi\u011fine inanan m\u00fc\u015fterilerin \u00fc\u00e7te ikisi muhtemelen tekrar m\u00fc\u015fteri olacakt\u0131r. Ve hi\u00e7bir \u015fey h\u0131zl\u0131, verimli bir \u00e7a\u011fr\u0131&#8230;<\/p>\n","protected":false},"author":131,"featured_media":209354,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-232128","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts\/232128","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\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/comments?post=232128"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/posts\/232128\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/media\/209354"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/media?parent=232128"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/categories?post=232128"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/tr\/wp-json\/wp\/v2\/tags?post=232128"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}