{"id":798832,"date":"2022-05-23T16:31:57","date_gmt":"2022-05-23T16:31:57","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/cozume-kadar-gecen-sure-nedir-ve-nasil-hesaplanir\/"},"modified":"2022-05-23T16:31:57","modified_gmt":"2022-05-23T16:31:57","slug":"cozume-kadar-gecen-sure-nedir-ve-nasil-hesaplanir","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/cozume-kadar-gecen-sure-nedir-ve-nasil-hesaplanir\/","title":{"rendered":"\u00c7\u00f6z\u00fcme Kadar Ge\u00e7en S\u00fcre: Nedir ve Nas\u0131l Hesaplan\u0131r?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">M\u00fc\u015fteriniz size ula\u015f\u0131p destek istedi\u011fi anda zaman i\u015flemeye ba\u015flar. M\u00fc\u015fteri, tamamland\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fc bir yan\u0131t alana kadar durmayacakt\u0131r.  <\/span><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizin zamanlar\u0131n\u0131 \u00f6nemsedi\u011finizi bilmelerini istiyorsan\u0131z, yapabilece\u011finiz en iyi \u015fey M\u00fc\u015fteri Hizmetleri \u00c7\u00f6z\u00fcm S\u00fcresi metri\u011fini i\u015f stratejinize iyi bir \u015fekilde dahil etmektir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu makalede, TTR&#8217;nin ne oldu\u011fu, i\u015fletmeniz i\u00e7in neden \u00f6nemli oldu\u011fu ve neden her zaman g\u00f6z \u00f6n\u00fcnde bulundurman\u0131z gerekti\u011fine dair t\u00fcm ayr\u0131nt\u0131lara de\u011finece\u011fiz.  <\/span><\/p>\n<h2><b>\u00c7\u00f6z\u00fcm Zaman\u0131 Nedir?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">\u00c7\u00f6z\u00fcm S\u00fcresi (TTR), etkile\u015fim \u00e7\u00f6z\u00fcld\u00fc olarak i\u015faretlenmeden \u00f6nce m\u00fc\u015fteri etkile\u015fiminin ger\u00e7ekle\u015fmesi i\u00e7in ge\u00e7en ortalama s\u00fcreyi \u00f6l\u00e7en bir m\u00fc\u015fteri hizmetleri metri\u011fidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ba\u015fka bir deyi\u015fle, \u00e7\u00f6z\u00fcm s\u00fcresi (TTR) &#8220;bir m\u00fc\u015fteri sorununun ne kadar s\u00fcrede \u00e7\u00f6z\u00fcld\u00fc\u011f\u00fcn\u00fc&#8221; takip eden bir m\u00fc\u015fteri hizmetleri metri\u011fidir. Bu, m\u00fc\u015fteri hizmetlerinin genel metrik standartlar\u0131ndan biridir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">TTR, Ana \u00c7\u00f6z\u00fcn\u00fcrl\u00fck S\u00fcresi (MTTR) veya ortalama \u00e7\u00f6z\u00fcn\u00fcrl\u00fck s\u00fcresi olarak da adland\u0131r\u0131labilir.  <\/span><\/p>\n<h2><b>\u00c7\u00f6z\u00fcme Ula\u015fma S\u00fcresini neden \u00f6l\u00e7meniz gerekiyor?  <\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Temelden ba\u015flayal\u0131m. \u00c7\u00f6z\u00fcme Ula\u015fma S\u00fcresinin \u00f6l\u00e7\u00fclmesi kritik \u00f6nem ta\u015f\u0131r, \u00e7\u00fcnk\u00fc zaman m\u00fc\u015fteriniz i\u00e7in oldu\u011fu kadar \u015firketiniz i\u00e7in de \u00f6nemlidir. Bir m\u00fc\u015fterinin sorgusuna verilen \u00e7evik bir m\u00fc\u015fteri hizmetleri yan\u0131t\u0131, m\u00fckemmel bir m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\">deneyimiyle<\/a> uyumlu olan iyi bir hizmetin yaln\u0131zca bir par\u00e7as\u0131d\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir soru soran ve dakikalar veya saatler i\u00e7inde (soruna ba\u011fl\u0131 olarak) sorununu \u00e7\u00f6zen iyi bir yan\u0131t alan bir m\u00fc\u015fteri, ayn\u0131 yan\u0131t\u0131 g\u00fcnler i\u00e7inde alan bir m\u00fc\u015fteriye g\u00f6re i\u015fletmenizin hizmetinden kesinlikle daha fazla memnun kalacakt\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Son zamanlarda yap\u0131lan M\u00fc\u015fteri Hizmetleri ara\u015ft\u0131rmalar\u0131, sorun \u00e7\u00f6zmede daha duyarl\u0131 ve etkili olman\u0131n <a href=\"https:\/\/www.questionpro.com\/blog\/importance-and-benefits-of-customer-satisfaction\/\">m\u00fc\u015fteri memnuniyeti<\/a> ve sadakatindeki art\u0131\u015fla do\u011frudan ili\u015fkili oldu\u011funu g\u00f6stermektedir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">TTR&#8217;nin m\u00fc\u015fteri i\u00e7in kabul edilebilir bir \u00e7\u00f6z\u00fcme ula\u015fmak i\u00e7in ge\u00e7en s\u00fcreyi \u00f6l\u00e7t\u00fc\u011f\u00fcn\u00fc unutmay\u0131n. Bu, yan\u0131t s\u00fcresi ve m\u00fc\u015fteri hizmetlerinin m\u00fc\u015fterinin sorununu veya \u015fikayetini \u00e7\u00f6zmesine yard\u0131mc\u0131 olmak i\u00e7in sa\u011flad\u0131\u011f\u0131 kalite ile ilgili oldu\u011fu anlam\u0131na gelir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">TTR, m\u00fc\u015fterinizin genel m\u00fc\u015fteri deneyimini izlemek i\u00e7in uygun bir k\u0131saltma \u00f6l\u00e7\u00fcs\u00fcd\u00fcr, ancak zaten bildi\u011finiz gibi, <a href=\"https:\/\/www.questionpro.com\/blog\/customer-service\/\">M\u00fc\u015fteri Hizmetleri<\/a> ekibinizin ihtiya\u00e7 duydu\u011fu tek \u00f6l\u00e7\u00fct TTR de\u011fildir. Ayr\u0131ca ilk seferde yan\u0131t (FTR), <a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Tavsiye Skoru (NPS<\/a>) ve M\u00fc\u015fteri Ya\u015fam Boyu De\u011feri (CLV) gibi de\u011ferleri de \u00f6l\u00e7meniz gerekti\u011fini unutmay\u0131n. Yaln\u0131zca tek bir metri\u011fe odaklanmak, t\u00fcm hikayeyi anlatmad\u0131\u011f\u0131 i\u00e7in i\u015fletmeniz i\u00e7in potansiyel olarak zararl\u0131 olabilir. Daha iyi m\u00fc\u015fteri hizmetleri ve daha mutlu m\u00fc\u015fterilere sahip olmak i\u00e7in ekibinizin kendilerini di\u011fer m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/blog\/metrics-to-measure-customer-satisfaction\/\">memnuniyeti<\/a> \u00f6l\u00e7\u00fctleriyle desteklemesi \u00e7ok \u00f6nemlidir.  <\/span><\/p>\n<h2><b>\u00c7\u00f6z\u00fcme Ula\u015fma S\u00fcresini \u00f6l\u00e7menin faydalar\u0131<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">TTR g\u00f6stergenizin izlenmesi, m\u00fc\u015fteri deneyiminizdeki de\u011fi\u015fiklikleri anlaman\u0131za yard\u0131mc\u0131 olur. \u0130\u015fte TTR&#8217;yi \u00f6l\u00e7menin size sa\u011flad\u0131\u011f\u0131 faydalardan baz\u0131lar\u0131:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Unutulabilecek veya g\u00f6zden ka\u00e7abilecek ortalamadan daha uzun konu\u015fmalar\u0131 izlemenize yard\u0131mc\u0131 olur.  <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sorunu \u00e7\u00f6zmek i\u00e7in daha fazla ki\u015finin \u00e7al\u0131\u015fmas\u0131n\u0131 gerektiren daha karma\u015f\u0131k vakalar\u0131n triyaj\u0131n\u0131 destekleyin.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Daha uzun \u00f6deme s\u00fcreleriyle ili\u015fkili belirli dahili s\u00fcre\u00e7leri listeler.  <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Genel m\u00fc\u015fteri deneyimini iyile\u015ftirerek m\u00fc\u015fteri memnuniyetini art\u0131r\u0131r.<\/span><\/li>\n<\/ul>\n<h2><b>\u00c7\u00f6z\u00fcme Ula\u015fma S\u00fcresi nas\u0131l hesaplan\u0131r?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Daha \u00f6nce a\u00e7\u0131kland\u0131\u011f\u0131 gibi, \u00c7\u00f6z\u00fcm S\u00fcresi (TTR), m\u00fc\u015fteri hizmetleri ekibinin a\u00e7\u0131k bir bileti veya ba\u015fka bir m\u00fc\u015fteri sorununu \u00e7\u00f6zmesi i\u00e7in ge\u00e7en ortalama s\u00fcreyi \u00f6l\u00e7er.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Harcanan t\u00fcm zamanlar\u0131n (g\u00fcn veya saat) toplam\u0131n\u0131n \u00e7\u00f6z\u00fcme kavu\u015fturulan vaka say\u0131s\u0131na b\u00f6l\u00fcnmesiyle hesaplan\u0131r.<\/span><\/p>\n<h3><b>Ortalama \u00c7\u00f6z\u00fcn\u00fcrl\u00fck S\u00fcresi: (ART)<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A\u015fa\u011f\u0131daki form\u00fcl\u00fc kullanarak tercih edilen aral\u0131\u011f\u0131 temel alarak ortalama \u00e7\u00f6z\u00fcn\u00fcrl\u00fck s\u00fcresini hesaplayabiliriz.<\/span><\/p>\n<p><b>\u00c7\u00f6z\u00fcmlenen t\u00fcm g\u00f6r\u00fc\u015fmelerin toplam s\u00fcresinin, \u00e7\u00f6z\u00fcmlenen toplam talep say\u0131s\u0131na b\u00f6l\u00fcnmesi:<\/b><\/p>\n<p><b>  \u00c7\u00f6z\u00fcmlenen t\u00fcm g\u00f6r\u00fc\u015fmelerin toplam s\u00fcresi  <\/b><\/p>\n<hr>\n<p><b>  Toplam say\u0131. \u00e7\u00f6z\u00fclen talep say\u0131s\u0131<\/b><\/p>\n<h2><b>\u00c7\u00f6z\u00fcm S\u00fcresi CX metri\u011fi i\u00e7in neden kritiktir?<\/b><span style=\"font-weight: 400;\"> <\/span><\/h2>\n<p><span style=\"font-weight: 400;\">CX metrikleri, \u00fcr\u00fcn\u00fc kullan\u0131rken CX&#8217;in izlenmesini ve \u00f6l\u00e7\u00fclmesini sa\u011flar. Kullanma<\/span> <span style=\"font-weight: 400;\">Analytics ara\u00e7lar\u0131 ile CX metriklerini farkl\u0131 rapor yap\u0131lar\u0131 ile takip edebiliyoruz. M\u00fc\u015fteri deneyiminizi iyile\u015ftirmek i\u00e7in gerekli olan a\u015fa\u011f\u0131daki temel CX metriklerine g\u00f6z at\u0131n:  <\/span><\/p>\n<ul>\n<li>\n<h3><span style=\"font-weight: 400;\">Net Tavsiye Skoru (NPS)<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">Net Tavsiye Skoru m\u00fc\u015fterilerin cevaplamas\u0131 i\u00e7in k\u0131sa ve basittir ve \u015firketler i\u00e7in takip edilmesi \u00e7ok kolayd\u0131r. NPS, gelecekteki gelir kazanc\u0131n\u0131 veya kayb\u0131n\u0131 tahmin etmenize yard\u0131mc\u0131 olur ve a\u00e7\u0131k metin geri bildirimi olarak \u00e7al\u0131\u015f\u0131r.<\/span><\/p>\n<ul>\n<li>\n<h3><span style=\"font-weight: 400;\">Elde tutma oran\u0131 (RR)<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri elde tutma <a href=\"https:\/\/www.questionpro.com\/blog\/retention-rate\/\">oran\u0131<\/a>, bir i\u015fletmenin belirli bir s\u00fcre boyunca m\u00fc\u015fterilerini nas\u0131l elde tuttu\u011funun \u00f6l\u00e7\u00fcm\u00fcd\u00fcr.  <\/span><\/p>\n<ul>\n<li>\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES)<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.questionpro.com\/blog\/customer-effort-score\/\">M\u00fc\u015fteri \u00c7aba Puan\u0131<\/a> (CES), hizmetin karma\u015f\u0131kl\u0131\u011f\u0131n\u0131 analiz etmenize yard\u0131mc\u0131 olur.<\/span> <span style=\"font-weight: 400;\">CES i\u015flemsel bir metriktir ve hizmet etkile\u015fimlerinden ve sat\u0131n alma sonras\u0131ndaki di\u011fer \u00f6nemli anlardan sonra kullan\u0131lmal\u0131d\u0131r. <\/span> <\/p>\n<ul>\n<li>\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri Ya\u015fam Boyu De\u011feri (CLV)<\/span><b> <\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.questionpro.com\/blog\/customer-lifetime-value-clv\/\">M\u00fc\u015fteri Ya\u015fam Boyu De\u011feri<\/a> (CLV) hem bir i\u015f de\u011feri olarak hem de m\u00fc\u015fteri ili\u015fkisi ile tan\u0131mlanm\u0131\u015f bir s\u00fcre boyunca bir de\u011fer olarak hesaplanabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Farkl\u0131 ara\u00e7lar piyasadaki t\u00fcm bu s\u00fcreci veya d\u00f6ng\u00fcy\u00fc sorunsuz bir \u015fekilde idare edebilir. M\u00fc\u015fterinin \u015firketle olan her etkile\u015fiminin \u00f6l\u00e7\u00fcm\u00fc i\u00e7in QuestionPro gibi bir ara\u00e7 do\u011fru ve ger\u00e7ek zamanl\u0131 \u00f6l\u00e7\u00fcm i\u00e7in kullan\u0131labilir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sohbet sonras\u0131 veya \u00e7a\u011fr\u0131 sonras\u0131 <a href=\"https:\/\/www.questionpro.com\/blog\/post-call-survey\/\">anketi<\/a>, <a href=\"https:\/\/www.questionpro.com\/features\/ivr-integration-surveys.html\">IVR \u00e7a\u011fr\u0131<\/a> sonras\u0131 anketi ve e-posta ileti\u015fimlerinin altbilgisindeki geri bildirim ba\u011flant\u0131s\u0131 gibi etkile\u015fim sonras\u0131 geri bildirimler, verilerin etkili bir \u015fekilde toplanmas\u0131 i\u00e7in farkl\u0131 kanallard\u0131r.<\/span><\/p>\n<h2><b>Sonu\u00e7 olarak.<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">TTR ne kadar d\u00fc\u015f\u00fck olursa, t\u00fcketicilerin uzun bekleme s\u00fcreleri nedeniyle hayal k\u0131r\u0131kl\u0131\u011f\u0131 ya\u015fama ihtimali de o kadar d\u00fc\u015f\u00fck olur.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Metrik analizi de stratejinin bir par\u00e7as\u0131d\u0131r ve sonu\u00e7lar\u0131 izlemenize ve sonraki ad\u0131mlar\u0131 tan\u0131mlaman\u0131za yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Art\u0131k Time to Resolution&#8217;\u0131n nas\u0131l \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 bildi\u011finize g\u00f6re, bilgilerinizi uygulamaya koyun ve ekibiniz i\u00e7in \u00e7ok umut verici olabilecek sonu\u00e7lar\u0131 analiz edin.  <\/span>Unutmay\u0131n, \u015f\u00fcpheye d\u00fc\u015ft\u00fc\u011f\u00fcn\u00fczde \u00f6nce m\u00fc\u015fteriye odaklan\u0131n. M\u00fc\u015fteriler sorunlar\u0131n olmamas\u0131n\u0131 ister.<\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri Deneyimi program\u0131n\u0131z\u0131 olu\u015fturmaya ve basitle\u015ftirmeye y\u00f6nelik ilk ad\u0131m\u0131n\u0131zda size rehberlik edelim.<\/span><\/p>\n<p style=\"text-align: center;\"><a class=\"btn blogcta\" href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\">\u00dccretsiz Hesab\u0131n\u0131z\u0131 \u015eimdi Al\u0131n<\/a><\/p>\n<p><strong>Yazarlar:<\/strong> Amit Chaudhari, Paulina Rodriguez<\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteriniz size ula\u015f\u0131p destek istedi\u011fi anda zaman i\u015flemeye ba\u015flar. M\u00fc\u015fteri, tamamland\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fc bir yan\u0131t alana kadar durmayacakt\u0131r. M\u00fc\u015fterilerinizin zamanlar\u0131n\u0131 \u00f6nemsedi\u011finizi [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":710967,"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],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00c7\u00f6z\u00fcme Kadar Ge\u00e7en S\u00fcre: Nedir ve Nas\u0131l Hesaplan\u0131r? | QuestionPro<\/title>\n<meta name=\"description\" content=\"\u00c7\u00f6z\u00fcm S\u00fcresi (TTR), bir m\u00fc\u015fteri etkile\u015fiminin ger\u00e7ekle\u015fmesi i\u00e7in ge\u00e7en ortalama s\u00fcreyi \u00f6l\u00e7en bir m\u00fc\u015fteri hizmetleri metri\u011fidir.\" \/>\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\/cozume-kadar-gecen-sure-nedir-ve-nasil-hesaplanir\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c7\u00f6z\u00fcme Kadar Ge\u00e7en S\u00fcre: Nedir ve Nas\u0131l Hesaplan\u0131r? 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