{"id":798338,"date":"2022-10-23T11:00:57","date_gmt":"2022-10-23T11:00:57","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/ilk-cagri-cozumu-nedir-ve-nasil-iyilestirilir\/"},"modified":"2023-06-19T19:08:40","modified_gmt":"2023-06-19T19:08:40","slug":"ilk-cagri-cozumu-nedir-ve-nasil-iyilestirilir","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/ilk-cagri-cozumu-nedir-ve-nasil-iyilestirilir\/","title":{"rendered":"\u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l \u0130yile\u015ftirilir?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u0130leti\u015fim merkezinizin \u00f6l\u00e7ebilece\u011fi en \u00f6nemli \u015fey \u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fcd\u00fcr (FCR). Ekibinizin ne kadar iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131, m\u00fc\u015fterilerinize ne kadar iyi hizmet verdi\u011finizi ve nelerin d\u00fczeltilmesi gerekti\u011fini g\u00f6sterir.<\/span><\/p>\n<p><b>FCR oran\u0131n\u0131z kurulu\u015funuzun nabz\u0131d\u0131r.<\/b><span style=\"font-weight: 400;\">  Y\u00fcksek oldu\u011funda, maliyetleri d\u00fc\u015f\u00fcr\u00fcr ve m\u00fc\u015fterileri daha mutlu eder. D\u00fc\u015f\u00fck oldu\u011funda, ekibiniz \u00e7al\u0131\u015fmayan s\u00fcre\u00e7ler i\u00e7in zaman ve para harcar. M\u00fc\u015fterilerinize de\u011fer katmak i\u00e7in ekibiniz, ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fc iyile\u015ftirmek \u00fczere s\u00fcre\u00e7lerinizi ve uygulamalar\u0131n\u0131z\u0131 optimize etmelidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu blogda FCR&#8217;nin tan\u0131m\u0131 ve iyi bir FCR oran\u0131n\u0131n ne oldu\u011fu tart\u0131\u015f\u0131lacakt\u0131r. Ayr\u0131ca herhangi bir i\u015fletmede FCR&#8217;nin nas\u0131l iyile\u015ftirilece\u011fini de tart\u0131\u015faca\u011f\u0131z.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc nedir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc (FCR) veya ilk temas \u00e7\u00f6z\u00fcm\u00fc, m\u00fc\u015fteri hizmetleri ekibiyle ilk temasta \u00e7\u00f6z\u00fclen herhangi bir kanaldaki destek taleplerinin y\u00fczdesidir. Bu aramalar\u0131n veya e-postalar\u0131n, sohbetlerin vb. takip edilmesine, y\u00fckseltilmesine veya ba\u015fka bir \u015fekilde ele al\u0131nmas\u0131na gerek yoktur.<\/span><\/p>\n<p><b><i>Mesela,<\/i><\/b> <i><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri, hesab\u0131nda ne kadar para oldu\u011funu \u00f6\u011frenmek i\u00e7in m\u00fc\u015fteri hizmetleri departman\u0131n\u0131z\u0131 arar. Canl\u0131 bir temsilciyle ilk kez konu\u015ftuklar\u0131nda veya IVR \u00e7a\u011fr\u0131 men\u00fcn\u00fcz\u00fc kulland\u0131klar\u0131nda, size hesap numaralar\u0131n\u0131 verebilir, hesaplar\u0131nda ne kadar para oldu\u011funu \u00f6\u011frenebilir ve gerekirse faturay\u0131 telefonla \u00f6deyebilirler.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Bir talebin &#8220;\u00e7\u00f6z\u00fcl\u00fcp \u00e7\u00f6z\u00fclmedi\u011finin&#8221; en iyi de\u011ferlendiricisinin genellikle m\u00fc\u015fteri oldu\u011funu unutmay\u0131n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ba\u015fka bir deyi\u015fle, ilk etkile\u015fim s\u0131ras\u0131nda ihtiya\u00e7 duyduklar\u0131 yan\u0131tlar\u0131 al\u0131p almad\u0131klar\u0131na ve tatmin edici bir \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc elde edip etmediklerine m\u00fc\u015fteri temsilcileriniz de\u011fil, m\u00fc\u015fterileriniz karar verir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u0130yi bir \u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm oran\u0131 nedir?  <\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0130lk temas \u00e7\u00f6z\u00fcm\u00fc, m\u00fc\u015fterilerinizin i\u015fletmenizden ne kadar memnun oldu\u011funu ve destek departman\u0131n\u0131z\u0131n ne kadar iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 anlaman\u0131za yard\u0131mc\u0131 olur.  <\/span><b>M\u00fckemmel bir ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm oran\u0131 %70 ila 75 aras\u0131ndad\u0131r, ancak \u00e7a\u011fr\u0131 merkeziniz i\u00e7in hedeflenen oran &#8220;ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fc&#8221; nas\u0131l tan\u0131mlad\u0131\u011f\u0131n\u0131za ba\u011fl\u0131 olacakt\u0131r.<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Ayr\u0131ca, &#8220;iyi&#8221; bir FCR oran\u0131n\u0131n iyi bir m\u00fc\u015fteri hizmetinden veya dengeli bir ortalama konu\u015fma ve i\u015flem s\u00fcresinden daha \u00f6nemli olmad\u0131\u011f\u0131n\u0131 unutmay\u0131n. Hi\u00e7bir m\u00fc\u015fteri, s\u0131rf i\u015fletmeniz ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm oran\u0131n\u0131 art\u0131rabilsin diye 30 dakika beklemek veya yard\u0131mc\u0131 olmayan tavsiyeler almak istemez.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcn \u00f6nemi<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">FCR kurulu\u015funuz i\u00e7in bir\u00e7ok a\u00e7\u0131dan \u00f6nemlidir. Mesela:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">FCR, m\u00fc\u015fteri deneyimini (CX) \u00f6l\u00e7menin bir yoludur ve bir \u015firketin CX stratejisini nas\u0131l geli\u015ftirebilece\u011fini g\u00f6sterir. Ayr\u0131ca, bir \u015firketin ne kadar duyarl\u0131 oldu\u011funu ve maliyetlerini ne kadar iyi y\u00f6netti\u011fini anlaman\u0131n m\u00fckemmel bir yoludur. FCR, m\u00fc\u015fteri memnuniyeti (CSAT), m\u00fc\u015fteri \u00e7abas\u0131, m\u00fc\u015fteri etkile\u015fimleri ve ortalama harcama gibi di\u011fer m\u00fc\u015fteri hizmetleri metriklerini etkiler.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Y\u00fcksek bir FCR oran\u0131 elde etmeye odaklanan \u015firketler, genellikle bu oran\u0131 iyile\u015ftirmenin hizmetlerini h\u0131zland\u0131rmalar\u0131na ve kalitesini art\u0131rmalar\u0131na yard\u0131mc\u0131 oldu\u011funu g\u00f6r\u00fcrler. \u0130lk aramada \u00e7\u00f6z\u00fclen \u00e7a\u011fr\u0131lar veya temaslar, \u015firketlerin m\u00fc\u015fterilerinin m\u00fc\u015fteri hizmetleri beklentilerini kar\u015f\u0131lamas\u0131na yard\u0131mc\u0131 olur.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">FCR gibi \u00e7a\u011fr\u0131 merkezi \u00f6l\u00e7\u00fcmleri, kurulu\u015flara sorunlar\u0131n nerede ya\u015fand\u0131\u011f\u0131n\u0131 ve s\u00fcre\u00e7lerini nas\u0131l iyile\u015ftirebileceklerini g\u00f6sterir.  <\/span><b>FCR gibi metrikler ve \u00f6l\u00e7\u00fcm y\u00f6ntemleri iyile\u015ftirildi\u011finde bir i\u015fletmenin k\u00e2rl\u0131l\u0131\u011f\u0131 artar.<\/b><span style=\"font-weight: 400;\">  \u015eirketler s\u00fcre\u00e7lerini daha verimli hale getirdiklerinde, m\u00fc\u015fteri hizmetleri i\u00e7in harcad\u0131klar\u0131 paray\u0131 azaltabilirler.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc, m\u00fc\u015fterilerle konu\u015fmak ve onlarla ilk kez konu\u015fmak i\u00e7in her \u015fekilde kullan\u0131labilir. Bir \u015firketin ileti\u015fim yoluyla m\u00fc\u015fterilerine ne kadar iyi hizmet verebilece\u011fini belirleyebilir.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcmleme nas\u0131l iyile\u015ftirilir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Kurulu\u015funuzun iyili\u011fi i\u00e7in FCR&#8217;nizi iyile\u015ftirmeniz en iyisi olacakt\u0131r. Kurulu\u015funuzda FCR&#8217;yi iyile\u015ftirmek i\u00e7in a\u015fa\u011f\u0131daki uygulamalar\u0131 hayata ge\u00e7irebilirsiniz.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Sorunlar\u0131n\u0131z\u0131 Tan\u0131mlay\u0131n<\/span><\/h3>\n<p><b>Temsilcilerin m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131n\u0131 neden kar\u015f\u0131lamad\u0131\u011f\u0131n\u0131 belirlemek i\u00e7in hem bir FCR analizi hem de bir k\u00f6k neden analizi yap\u0131n.<\/b><span style=\"font-weight: 400;\">  Analizden elde edilen veriler, e\u011filimleri ve kal\u0131plar\u0131 tespit etmenize yard\u0131mc\u0131 olacakt\u0131r. Buradan elde etti\u011finiz bulgular\u0131, verimlili\u011fi art\u0131rmak ve ilk aramada \u00e7\u00f6z\u00fclen \u00e7a\u011fr\u0131 say\u0131s\u0131n\u0131 art\u0131rmak \u00fczere veriye dayal\u0131 kararlar almak i\u00e7in kullanabilirsiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Analiz s\u0131ras\u0131nda a\u015fa\u011f\u0131dakileri aray\u0131n:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri arad\u0131\u011f\u0131nda m\u0131?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Aramalar neden yeniden y\u00f6nlendiriliyor? Yanl\u0131\u015f departmana m\u0131 geliyorlar?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Aramalar neden y\u00f6neticilere g\u00f6nderilmek zorunda?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Araman\u0131n geldi\u011fi kanallar\u0131n herhangi bir teknik s\u0131n\u0131r\u0131 var m\u0131?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bir m\u00fc\u015fterinin sorusunu yan\u0131tlamak i\u00e7in F\/U ve di\u011fer kanallar\u0131n kullan\u0131lmas\u0131n\u0131 gerektiren karma\u015f\u0131k s\u00fcre\u00e7ler var m\u0131?<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">2. Temsilcilerinize e\u011fitim, ara\u00e7 ve kaynak sa\u011flay\u0131n<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Temsilcileriniz, canl\u0131 sohbet ve i\u015fbirli\u011fi \u00e7\u00f6z\u00fcm\u00fc ve g\u00fc\u00e7l\u00fc \u00e7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131 gibi \u00e7ok kanall\u0131 ara\u00e7larla m\u00fc\u015fterilerle kanallar aras\u0131nda \u00e7al\u0131\u015fabilir. Sosyal medya, telefon, e-posta, web sitesi vb. gibi t\u00fcm ileti\u015fim kanallar\u0131ndan m\u00fc\u015fteri bilgilerine bakabilirler. Bu t\u00fcr verilere bakarak, m\u00fc\u015fterinin sorusunun daha net bir resmini elde etmek \u00e7ok daha kolayd\u0131r ve bu da FCR&#8217;yi art\u0131r\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Temsilcinizin kilit kanallar\u0131, m\u00fc\u015fteri sorunlar\u0131n\u0131 ilk oturumda \u00e7\u00f6zmelidir. Temsilci, m\u00fc\u015fteriyle telefonda veya mobil cihazda ger\u00e7ek zamanl\u0131 olarak \u00fcr\u00fcn bilgileri, eFormlar, h\u00fck\u00fcm ve ko\u015fullar, e\u0130mza ve \u00f6demeler sa\u011flayabilir. M\u00fc\u015fteri hizmetlerini geli\u015ftirir ve temsilcilerin sorunlar\u0131 ele almas\u0131na veya ilk aramada sat\u0131\u015flar\u0131 kapatmas\u0131na yard\u0131mc\u0131 olur.<\/span><\/p>\n<p><b>M\u00fc\u015fteri temaslar\u0131n\u0131 ele almak i\u00e7in \u00e7ok kanall\u0131 bir yakla\u015f\u0131m, temsilciler t\u00fcm kaynaklar\u0131 ve ara\u00e7lar\u0131 kullanmad\u0131\u011f\u0131nda ve m\u00fc\u015fteriler bir i\u015flemi tamamlamak i\u00e7in ba\u015fka bir kanala y\u00f6nlendirildi\u011finde FCR&#8217;ye zarar verebilir.<\/b><span style=\"font-weight: 400;\">  \u00c7ok kanall\u0131 \u00e7\u00f6z\u00fcmler m\u00fc\u015fteri veya temsilci beklentilerini kar\u015f\u0131lamad\u0131\u011f\u0131nda ba\u015far\u0131s\u0131z olur.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FCR&#8217;nin iyile\u015ftirilmesi, en iyi \u00e7a\u011fr\u0131 i\u015fleme uygulamalar\u0131n\u0131n \u00f6\u011fretilmesini gerektirir. Temsilcilerin omnichannel ara\u00e7lar\u0131 konusunda e\u011fitime ihtiyac\u0131 var. Temsilciler g\u00f6rselle\u015ftirmeleri payla\u015fabilmeli ve m\u00fc\u015fterilerin foto\u011fraf, eForm ve e\u0130mza eklemesine izin verebilmelidir. Ayr\u0131ca FCR&#8217;yi art\u0131rmak i\u00e7in h\u0131zl\u0131 ve g\u00fcvenli \u00f6deme se\u00e7enekleri de sa\u011flayabilirler.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. M\u00fc\u015fterilerinizin profillerini olu\u015fturun<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Az \u00f6nce de s\u00f6yledi\u011fimiz gibi, m\u00fc\u015fteri temsilcilerine m\u00fc\u015fteri bilgilerine tam eri\u015fim sa\u011flaman\u0131z gerekir. Bunu yapmak i\u00e7in m\u00fc\u015fteri profilleri olu\u015fturman\u0131z gerekecektir. Genellikle, m\u00fc\u015fterilerinizi ya\u015fad\u0131klar\u0131 yere veya ortalama ne kadar para kazand\u0131klar\u0131na g\u00f6re gruplara ay\u0131rmak en iyisidir. Ya da tercih ederseniz, sat\u0131n ald\u0131klar\u0131 \u015feylere g\u00f6re b\u00f6lebilirsiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizi gruplara ay\u0131rd\u0131ktan sonra, en yayg\u0131n ihtiya\u00e7lar\u0131n\u0131 belirleyebilir ve bunlar\u0131 kar\u015f\u0131laman\u0131n yollar\u0131n\u0131 tasarlayabilirsiniz.  <\/span><b>Temsilcilerinize bu \u00e7\u00f6z\u00fcmleri nas\u0131l kullanacaklar\u0131n\u0131 \u00f6\u011fretirseniz ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcz \u00e7ok daha iyi olacakt\u0131r<\/b><span style=\"font-weight: 400;\">. Daha da \u00f6nemlisi, m\u00fc\u015fteri deneyimi iyile\u015fir.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Temsilcilerinizi \u00d6d\u00fcllendirin<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Belirli bir say\u0131ya ula\u015ft\u0131klar\u0131nda onlara bir \u015feyler veren bir te\u015fvik program\u0131 yap\u0131n. Promosyonlar ve bonuslar \u00f6d\u00fcl alman\u0131n iki yoludur. Temsilcilerinizi \u00f6d\u00fcllendirdi\u011finizde, FCR oranlar\u0131n\u0131 art\u0131rmalar\u0131n\u0131 sa\u011flamak \u00e7ok daha kolay olacakt\u0131r.<\/span><b>  Temsilciler FCR konusunda daha iyi hale geldik\u00e7e, m\u00fc\u015fteri memnuniyeti de artar.<\/b><\/p>\n<h3><span style=\"font-weight: 400;\">5. \u00c7\u00f6z\u00fcm\u00fc tekrarlay\u0131n<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Temsilciler, m\u00fc\u015fterilerin sorunlar\u0131n\u0131n nas\u0131l \u00e7\u00f6z\u00fclece\u011fini anlad\u0131klar\u0131ndan emin olmak i\u00e7in \u00e7\u00f6z\u00fcm\u00fc tekrarlamal\u0131 ve anla\u015f\u0131l\u0131p anla\u015f\u0131lmad\u0131\u011f\u0131n\u0131 kontrol etmelidir. \u0130nsanlar\u0131n birbirleriyle konu\u015fmas\u0131n\u0131 kolayla\u015ft\u0131r\u0131r ve ilk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fc iyile\u015ftirir.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Otomatik sistemlere yat\u0131r\u0131m yap\u0131n<\/span><\/h3>\n<p><b>\u00c7a\u011fr\u0131 merkezi yaz\u0131l\u0131m\u0131n\u0131z\u0131n, bir m\u00fc\u015fteri arad\u0131\u011f\u0131nda veya bir sat\u0131n alma i\u015flemi yapt\u0131\u011f\u0131nda verileri otomatik olarak g\u00fcncellemek i\u00e7in CRM ve di\u011fer yaz\u0131l\u0131mlar\u0131n\u0131zla birlikte \u00e7al\u0131\u015fmas\u0131 gerekir.<\/b><span style=\"font-weight: 400;\">  Yap\u0131lmas\u0131 gereken g\u00f6revleri otomatikle\u015ftirir ve temsilcilerin m\u00fc\u015fteri verilerine ger\u00e7ek zamanl\u0131 olarak eri\u015fmesini sa\u011flar. Temsilciler vakalar\u0131 ve olaylar\u0131 ger\u00e7ek zamanl\u0131 olarak g\u00f6rebildi\u011fi i\u00e7in m\u00fc\u015fteri deneyimini ve hayal k\u0131r\u0131kl\u0131\u011f\u0131n\u0131 iyile\u015ftirir. Bu, onlara eldeki sorunu ger\u00e7ek zamanl\u0131 olarak daha iyi anlamalar\u0131n\u0131 sa\u011flar.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. Becerilere dayal\u0131 bir y\u00f6nlendirme stratejisi kullan\u0131n<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteriler, do\u011fru temsilciye ula\u015ft\u0131klar\u0131 s\u00fcrece \u00e7a\u011fr\u0131lar\u0131n\u0131n bir kez aktar\u0131lmas\u0131n\u0131 \u00f6nemsemezler.  <\/span><b>Temsilcileriniz departmanlar\u0131na, bilgi ve becerilerine g\u00f6re gruplara ayr\u0131lmal\u0131d\u0131r.<\/b><span style=\"font-weight: 400;\">  \u00c7a\u011fr\u0131 i\u015flemeyi h\u0131zland\u0131r\u0131r, FCR&#8217;yi art\u0131r\u0131r ve \u00e7a\u011fr\u0131lar\u0131n ilk seferde en uygun ki\u015fiye y\u00f6nlendirilmesini sa\u011flayarak m\u00fc\u015fteri mutlulu\u011funu art\u0131r\u0131r.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcmleme, temsilcilerinizin, ekiplerinizin ve \u00e7a\u011fr\u0131 merkezlerinizin ne kadar etkili ve verimli oldu\u011funu \u00f6l\u00e7menin bir yoludur. Temsilcilerinizin, ekiplerinizin ve \u00e7a\u011fr\u0131 merkezlerinizin ne kadar iyi durumda oldu\u011fu konusunda size genel bir fikir verebilir.<\/span><b>  FCR&#8217;yi iyile\u015ftirmek i\u00e7in \u00e7ok \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131zda, temsilci etkile\u015fimlerinin kalitesi y\u00fckselecek, maliyetler d\u00fc\u015fecek ve m\u00fc\u015fteri memnuniyeti artacakt\u0131r.  <\/b><\/p>\n<p><span style=\"font-weight: 400;\">Bir \u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fc eylem plan\u0131 kullanmak, \u015firketlerin m\u00fc\u015fteri memnuniyetini ve markalar\u0131n\u0131n itibar\u0131n\u0131 b\u00fcy\u00fck \u00f6l\u00e7\u00fcde art\u0131rmalar\u0131na yard\u0131mc\u0131 olabilir. M\u00fc\u015fterilerin ihtiya\u00e7lar\u0131n\u0131n s\u00fcrekli de\u011fi\u015fti\u011fi bir d\u00fcnyada, FCR oran\u0131n\u0131z\u0131 unutmaman\u0131z \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FCR&#8217;nin daha fazla m\u00fc\u015fteri yan\u0131t\u0131 ve m\u00fc\u015fterileriniz hakk\u0131nda de\u011ferli bilgiler elde etmenize nas\u0131l yard\u0131mc\u0131 olabilece\u011fini g\u00f6rmek i\u00e7in QuestionPro CX&#8217;in m\u00fc\u015fteri deneyimi anketlerini deneyin.<\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button><br \/>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u00dcCRETS\u0130Z DENEME<\/button><br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0130leti\u015fim merkezinizin \u00f6l\u00e7ebilece\u011fi en \u00f6nemli \u015fey \u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fcd\u00fcr (FCR). Ekibinizin ne kadar iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131, m\u00fc\u015fterilerinize ne kadar iyi hizmet [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":720067,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192,1187],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l \u0130yile\u015ftirilir? | QuestionPro<\/title>\n<meta name=\"description\" content=\"\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcz\u00fc iyile\u015ftirmek i\u00e7in m\u00fc\u015fteri hizmetleri temsilcilerinizi e\u011fitin. Destek ekibi \u00fcr\u00fcnler hakk\u0131nda bilgili olmal\u0131d\u0131r. Daha fazlas\u0131n\u0131 \u00f6\u011frenin.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/ilk-cagri-cozumu-nedir-ve-nasil-iyilestirilir\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l \u0130yile\u015ftirilir? | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcz\u00fc iyile\u015ftirmek i\u00e7in m\u00fc\u015fteri hizmetleri temsilcilerinizi e\u011fitin. Destek ekibi \u00fcr\u00fcnler hakk\u0131nda bilgili olmal\u0131d\u0131r. 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Destek ekibi \u00fcr\u00fcnler hakk\u0131nda bilgili olmal\u0131d\u0131r. Daha fazlas\u0131n\u0131 \u00f6\u011frenin.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.questionpro.com\/blog\/tr\/ilk-cagri-cozumu-nedir-ve-nasil-iyilestirilir\/","og_locale":"tr_TR","og_type":"article","og_title":"\u0130lk \u00c7a\u011fr\u0131 \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l \u0130yile\u015ftirilir? | QuestionPro","og_description":"\u0130lk \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fcn\u00fcz\u00fc iyile\u015ftirmek i\u00e7in m\u00fc\u015fteri hizmetleri temsilcilerinizi e\u011fitin. Destek ekibi \u00fcr\u00fcnler hakk\u0131nda bilgili olmal\u0131d\u0131r. 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