Call Center Ikpo Nkwukọrịta by Akbank Design Studio and Service Design

Call Center Ikpo Nkwukọrịta by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 Ihe Nrite A' Design Award nke Ọlaedo in Nhazi Ihu Ngwá Ọrụ, Mmekọrịta na Ahụmịhe Onye Ọrụ Competition Category.

ỌlaedoIhu Ngwá Ọrụ· 2021

Call Center Ikpo Nkwukọrịta

by Akbank Design Studio and Service Design

Client: Akbank

Ihe Nrite A' Design Award nke Ọlaedo Winner in Ihu Ngwá Ọrụ Category

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View at A' Design Award Press Release Award Badge

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The Design

About Call Center Ikpo Nkwukọrịta

Call Center bụ ikpo nkwukọrịta e mere maka ebe nkwukọrịta ndị ahịa nke ụlọ akụ. Ikpo a na-akwado ndị ọrụ n'oge oku ndị ahịa na arịrịọ mkparịta ụka. A na-enyocha mkpa ndị ahịa tupu oku ọ bụla, n'oge oku na mgbe oku gasịrị, ya mere a na-edozi ọtụtụ nsogbu na mmalite ha na-enweghị oku ọhụrụ. Agụnyere ụzọ ije ozi onwe onye dịka ngwa ekwentị mkpanaaka, ATM na sistemụ nzaghachi olu. A na-eduzi ndị ọrụ site na dashboard na nyocha data nke na-eduga onye ahịa ọ bụla n'ebe kwesịrị ekwesị. Ihuenyo nkwụsịtụ na-egosi ozi nkwalite mmụọ n'etiti oku. Ikpo a na-emeghari onwe ya ma dị na Bekee na Turkish.

The Recognition

About the Ihe Nrite A' Design Award nke Ọlaedo

Call Center Ikpo Nkwukọrịta meriri A' Design Award nke Ọlaedo, nnabata dị oke ugwu e nyere design ndị dị n'ọkwa mbụ, dị ịtụnanya ma pụtara ìhè. Ndị meriri na Ọlaedo bụ ihe e kere eke dị oke ọhụrụ, nwere ọhụụ ma na-egbu maramara nke na-egosipụta ọgụgụ isi, amamihe na nka nke ndị designer ha. A na-atụ anya na Call Center Ikpo Nkwukọrịta ga-abụ ihe e mepụtara kacha enweta otuto, na-edu ọnọdụ ma bụrụ ihe ncheta nke na-enye uru na-adịbeghị mgbe ọ bụla. Design a meriri A' Design Award nke Ọlaedo bụ ọrụ dị ebube, a na-asọpụrụ nke na-erite uru buru ibu ma na-ebuga oke nka, sayensị, design na teknụzụ n'ihu. Call Center Ikpo Nkwukọrịta na-eweta mmetụta ọchịchọ siri ike, na-akpali agụụ, na-akwado nzụlite ihe ma na-adọrọ anyị adọrọ.

Behind the Design

Press Kit

Credits, team members and technical details provided by the designer.

Unique Properties: 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.
Dimensions & Packaging: Responsive design, holistic design approach to corporate identity
Tags: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Production Technology: 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
Design Challenge: 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.
Research: 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.
Inspiration: 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
Project Duration: 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.
Operation Flow: 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
Patents: Copyrights belong to Akbank T.A.Ş, 2020
Team Members: Akbank Design Studio and Service Design team
Image Credits: 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.