Call Center Ñe'ẽmondo Rendarã Akbank Design Studio and Service Design omba'apóva

Call Center Ñe'ẽmondo Rendarã Akbank Design Studio and Service Design omba'apóva ha'e rembiporuarã oñemba'eguaséva 2021 A' Design Award Itaju pegua Jehechaukaha Jejapo Ñeha'ã Categoría-pe.

ItajuJehechaukaha· 2021

Call Center Ñe'ẽmondo Rendarã

Akbank Design Studio and Service Design -gua

Mba'eporuhára: Akbank

A' Design Award Itaju Rembiporuarã Jehechaukaha Categoría-pe

1,504,451

Premio Rembiporuarã Oñemoneĩva

Emoneĩ Premio Reko #111886 Peg̃ua

Ehecha A' Design Award-pe Marandu Myasãi Mba'ete Jeguerohory

Sa'y

Diseño

Call Center Ñe'ẽmondo Rendarã Rehegua

Call Center ha'e peteĩ ñe'ẽmondo rendarã ojejapóva peteĩ banco contact center peguarã. Ko plataforma oipytyvõ agente-kuérape oñe'ẽ jave hikuái umi cliente ndive ñehenói ha chat rupive. Ojehesa'ỹijo umi cliente oikotevẽva ñehenói mboyve, aja ha rire, upéicha rupi heta apañuái oñemyatyrõ iñepyrũha guive, ojejapo'ỹre ambue ñehenói. Oike avei umi tape ojepuru'año haguã, ha'éva aplicación móvil, ATM ha sistéma oñembohováiva ñe'ẽ rupive. Umi agente ojegia dashboard ha analítica rupive, omoguahẽva káda cliente-pe henda porãme. Peteĩ pantalla pytu'uha ohechauka ñe'ẽ ombopy'aguapýva ñehenói pa'ũme. Ko plataforma iñemoĩmbáva opaichagua mba'e'okápe ha ojejuhukuaa inglés ha turco ñe'ẽme.

Jeguerohory

A' Design Award Itaju Rehegua

Call Center Ñe'ẽmondo Rendarã ohupyty A' Design Award Itaju, peteĩ ñehechakuaa heta prestigioso oñeme'ẽva diseño primera clase, maravilloso ha sobresaliente-pe. Umi ganador Itaju ha'e creación heta innovador, visionario ha glamoroso ohesape'ỹva ohechaukáva genio, sabiduría ha habilidad umi diseñador-pe. Oñeha'ãrõ Call Center Ñe'ẽmondo Rendarã ha'eha peteĩ invento ojehechakuaavéva, tendencia omoĩva ha monumental ome'ẽva valor ndojehecháiva. Ko diseño ohupytýva A' Design Award Itaju ha'e proyecto espectacular ha respetado ohepyme'ẽva heta ha ombohasáva límite arte, ciencia, diseño ha tecnología rehegua. Call Center Ñe'ẽmondo Rendarã omoheñói sentimiento ipotapy mbarete, omokyre'ỹ pasión, ombokyre'ỹ creatividad ha ñanemombyasy.

Diseño Rapykuéri

Marandu Aty

Diseñador ome'ẽva'ekue crédito, aty pegua ha mba'e técnico.

Mba'e Iñambuéva: In accordance with Akbank's new vision, Customer Contact Center is a "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels.
By analyzing not only the cx during the call, also before and after the call, we proactively solve the problems of our customers at the source without creating a call. Also we create new experience not only in contact center also in self service channels as mobile, ATM, IVR etc.
Tuichakue ha Ñemyenyhẽ: Responsive design, holistic design approach to corporate identity
Ñe'ẽ Rape: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Ñeapopy Tecnología: The project is available for desktop in English and Turkish language versions. Design Tools: Sketch, Principle, Illustrator, Invision, Zeplin, Abstract Development Tools: .net 4.5 mvc, Kendo UI, Angular
Diseño Jepy'apy: The agent can answer call and chat notification from customers parallely. The design should handle all needs in one shot so the agent manage the call easily. Also, the agents are very busy during the day. The question is how can the application can be kind and smart both in business and personal. When the agent wants to take a new call, the screen is reversed to the pause moments screen and the agent can see motivation or well being messages on there. This screen is created for take a breath.
Ñesẽheka: We had in depth interviews with customers and staff users to determine the needs and functions,. To understand the users needs and provide successful solutions, we used wide range of research methods like user interview, card sorting, design workshops. After these research we focus not only the customer experience during the call, but also before and after call and solved the problems.We got meaninful insights with these researches and use them to creating personas, customer journey mappings. To evaluate our design and observed users behaviors, we ran several user testing.
Inspiración: We want to make Akbank customer's and staff's experience better with all channels. Customer contact center is one of the channel of this process. After all the studies we have been thinking about how to make customer communication fast, intelligent, value based and simple. We have designed a proactive, fast and intelligent customer communication and sales tool that provides quick solutions, better quality services and intuitive experience designed to motivate staff encourage team collaboration
Proyecto Ára Tuichakue: The project started in March 2019 in Istanbul and had first released in June 2020 in Istanbul. It is an ongoing process with updates depending on new needs.
Mba'apo Rape: Firstly we try to solve the problem or need before become a call so we provide self services solutions as mobile, atm etc. If customer call us firstly we try to guess it's need and response in voice response system easily. If customer need connect to the agent we direct customers to right station faster according to its need and segmentation. During the call, agents are fed with dashboard, analytics intelligence and functions that will provide the fastest and proactive service to the customer
Patente-kuéra: Copyrights belong to Akbank T.A.Ş, 2020
Aty Rembiguái: Akbank Design Studio and Service Design team
Ta'ãnga Mba'eñemoneĩ: Image #1: Illustrator Akbank Design Studio, 2020. Photo Akbank Design Studio, 2021.
Image #2: Illustrator Akbank Design Studio, 2020.
Image #3: Illustrator Akbank Design Studio, 2020.
Image #4: Illustrator Akbank Design Studio, 2020.
Image #5: Illustrator Akbank Design Studio, 2020.
Video Credits: Illustrator Akbank Design Studio, 2020.