{"id":1616,"date":"2021-01-04T09:46:48","date_gmt":"2021-01-04T06:46:48","guid":{"rendered":"https:\/\/www.efeshukuk.com\/?p=1616"},"modified":"2021-01-07T14:29:50","modified_gmt":"2021-01-07T11:29:50","slug":"musteri-hizmetleri-baglanma-suresi-65-saniyeyi-gecmemeli","status":"publish","type":"post","link":"https:\/\/efeshukuk.com\/en\/musteri-hizmetleri-baglanma-suresi-65-saniyeyi-gecmemeli\/","title":{"rendered":"Customer service response time should not exceed 65 seconds!"},"content":{"rendered":"

M\u00fc\u015fteri Hizmetleri S\u00fcresi | T\u00fcketici Avukat\u0131 | \u0130zmir Avukat <\/strong><\/p>\n\n\n\n

2020\/\u0130K-THD\/108 Karar Numaral\u0131 Bilgi Teknolojileri ve \u0130leti\u015fim Kurulu’nun a\u015fa\u011f\u0131da yer verilen karar\u0131 kapsam\u0131nda, m\u00fc\u015fteri hizmetlerine yap\u0131lan \u00e7a\u011fr\u0131larda ana meniye ba\u011flanma s\u00fcresinin 45 saniye veya daha az, alt men\u00fc s\u00fcresi ise 20 saniye veya daha az olmas\u0131 gerekti\u011fine karar verilmi\u015ftir. Karar kapsam\u0131nda ilgili ayk\u0131r\u0131l\u0131klar\u0131n d\u00fczeltilmesi hususunda karara konu \u015firketler uyar\u0131lm\u0131\u015ft\u0131r. Karar kapsam\u0131nda m\u00fc\u015fteri hizmetleri ba\u011flant\u0131 s\u00fcresi 65 saniyeyi ge\u00e7memeli.<\/p>\n\n\n\n

Bilgi Teknolojileri ve \u0130leti\u015fim Kurulu Karar\u0131<\/strong><\/h3>\n\n\n\n
\"Bilgi<\/a>
Karar Tam Metni \u0130\u00e7in G\u00f6rsele T\u0131klayabilirsiniz.<\/figcaption><\/figure><\/div>\n\n\n\n

Karar Tarihi:<\/strong> 07.04.2020
Karar No: <\/strong>2020\/\u0130K-THD\/108
G\u00fcndem Konusu :<\/strong> \u0130dari Yapt\u0131r\u0131m (\u00c7a\u011fr\u0131 Merkezi Hizmetine \u0130li\u015fkin 2018 Y\u0131l\u0131 2\u2019nci D\u00f6nem Hizmet Kalitesi Y\u00fck\u00fcml\u00fcl\u00fckleri (Millenicom, TurkNet))
KARAR :<\/strong> T\u00fcketici Haklar\u0131 Dairesi Ba\u015fkanl\u0131\u011f\u0131n\u0131n haz\u0131rlad\u0131\u011f\u0131 takrir ve ekleri incelenmi\u015ftir.<\/p>\n\n\n\n

5809 say\u0131l\u0131 Elektronik Haberle\u015fme Kanunu\u2019nun 4\u2019\u00fcnc\u00fc maddesinin birinci f\u0131kras\u0131n\u0131n (\u011f) bendi, 6\u2019nc\u0131 maddesinin birinci f\u0131kras\u0131n\u0131n (u) bendi, 52\u2019nci maddesinin birinci ve ikinci f\u0131kralar\u0131, Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi\u2019nin 5\u2019inci maddesinin ikinci f\u0131kras\u0131 ile 7\u2019nci ve 9\u2019uncu maddeleri, Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi EK-4\u2019\u00fcn Uygulanmas\u0131na \u0130li\u015fkin Tebli\u011f\u2019in 5\u2019inci, 6\u2019nc\u0131, 9\u2019uncu ve 11\u2019inci maddeleri ve ilgili di\u011fer mevzuata istinaden;<\/p>\n\n\n\n

  1. Millenicom Telekom\u00fcnikasyon Hizmetleri A\u015e\u2019nin; Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi EK-4\u2019\u00fcn Uygulanmas\u0131na \u0130li\u015fkin Tebli\u011f\u2019in 9\u2019uncu maddesinin d\u00f6rd\u00fcnc\u00fc f\u0131kras\u0131nda yer alan \u00e7a\u011fr\u0131 merkezi hizmet kalitesi verilerine ili\u015fkin raporlar\u0131 talep edilmeksizin Kuruma g\u00f6nderme y\u00fck\u00fcml\u00fcl\u00fc\u011f\u00fcn\u00fc yerine getirmedi\u011fi ve s\u00f6z konusu y\u00fck\u00fcml\u00fcl\u00fc\u011f\u00fc kapsam\u0131nda ilk raporlamay\u0131, 2018 y\u0131l\u0131 ikinci \u00e7eyrek d\u00f6neminde yapt\u0131\u011f\u0131n\u0131n tespitine istinaden; Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi\u2019nin \u201c\u0130dari para cezalar\u0131 ve di\u011fer yapt\u0131r\u0131mlar\u201d ba\u015fl\u0131kl\u0131 9\u2019uncu maddesinin ikinci f\u0131kras\u0131 gere\u011fince yaz\u0131l\u0131 olarak uyar\u0131lmas\u0131, Millenicom Telekom\u00fcnikasyon Hizmetleri A\u015e\u2019nin; Kurumumuza yapt\u0131\u011f\u0131 2018 y\u0131l\u0131 ikinci d\u00f6nem hizmet kalitesi bildiriminde;
    i. %80 veya daha fazla olmas\u0131 gereken \u201cM\u00fc\u015fteri Hizmetleri \u0130\u00e7in Cevap Verme S\u00fcresi\u201d hizmet kalitesi \u00f6l\u00e7\u00fct\u00fcne ili\u015fkin hedef de\u011ferini %70,80 ile sa\u011flayamad\u0131\u011f\u0131, <\/li>
  2. ii. 45 saniye veya daha az olmas\u0131 gereken ana men\u00fc s\u00fcresine ve 20 saniye veya daha az olmas\u0131 gereken alt men\u00fc s\u00fcresine ili\u015fkin hedef de\u011feri ihlal etti\u011fi tespit edildi\u011finden<\/span><\/strong>; Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi\u2019nin \u201c\u0130dari para cezalar\u0131 ve di\u011fer yapt\u0131r\u0131mlar\u201d ba\u015fl\u0131kl\u0131 9\u2019uncu maddesi birinci f\u0131kras\u0131 gere\u011fince;
    a. Yaz\u0131l\u0131 olarak uyar\u0131lmas\u0131 ve
    b. Mezk\u00fbr raporlama d\u00f6neminde hizmet kalitesi y\u00fck\u00fcml\u00fcl\u00fcklerini yerine getirmedi\u011finin Kurumumuz internet sayfas\u0131nda bir (1) ay s\u00fcre ile duyurulmas\u0131,<\/li>
  3. TurkNet \u0130leti\u015fim Hizmetleri A\u015e\u2019nin; Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi EK-4\u2019\u00fcn Uygulanmas\u0131na \u0130li\u015fkin Tebli\u011f\u2019in 9\u2019uncu maddesinin d\u00f6rd\u00fcnc\u00fc f\u0131kras\u0131nda yer alan \u00e7a\u011fr\u0131 merkezi hizmet kalitesi verilerine ili\u015fkin raporlar\u0131 talep edilmeksizin Kuruma g\u00f6nderme y\u00fck\u00fcml\u00fcl\u00fc\u011f\u00fcn\u00fc yerine getirmedi\u011fi ve s\u00f6z konusu y\u00fck\u00fcml\u00fcl\u00fc\u011f\u00fc kapsam\u0131ndaki ilk raporlamay\u0131 2018 y\u0131l\u0131 ikinci \u00e7eyrek d\u00f6neminde yapt\u0131\u011f\u0131n\u0131n tespitine istinaden; Elektronik Haberle\u015fme Sekt\u00f6r\u00fcnde Hizmet Kalitesi Y\u00f6netmeli\u011fi\u2019nin \u201c\u0130dari para cezalar\u0131 ve di\u011fer yapt\u0131r\u0131mlar\u201d ba\u015fl\u0131kl\u0131 9\u2019uncu maddesinin ikinci f\u0131kras\u0131 gere\u011fince yaz\u0131l\u0131 olarak uyar\u0131lmas\u0131,
    hususlar\u0131na karar verilmi\u015ftir.<\/li><\/ol>\n\n\n\n

    For our other articles prepared under the Consumer Protection Law No. 6502 (TKHK);<\/mark><\/p>\n\n\n\n