Call Center Urubuga rw'Itumanaho by Akbank Design Studio and Service Design

Zahabu Uburyo bwo Gukoresha · 2021

Call Center Urubuga rw'Itumanaho

by Akbank Design Studio and Service Design

Igihembo cya A' Design Award cya Zahabu 2021 in Uburyo bwo Gukoresha
CLIENT: Akbank
Estimated Number of Design Views: 1,502,907
Verification code 8CBA38ECD7 · Verify this award

View at A' Design Award Press Release

Colors

About Call Center Urubuga rw'Itumanaho

Call Center ni urubuga rw'itumanaho rwakozwe rugenewe ikigo cy'itumanaho cya banki. Uru rubuga rufasha abakozi mu gihe cy'amahamagara y'abakiriya ndetse n'ubusabe bunyuze mu buryo bw'ikiganiro cyanditse. Ibyo abakiriya bakeneye bisesengurwa mbere, mu gihe cya buri hamagara na nyuma yaryo, bityo ibibazo byinshi bigakemurwa aho bikomotse nta hamagara rishya rikenewe. Harimo n'inzira zo kwikorera nka porogaramu za telefoni ngendanwa, ATM ndetse na sisitemu zisubiza mu majwi. Abakozi bayoborwa n'imbaho z'ibipimo n'isesengura ry'amakuru byerekeza buri mukiriya ku cyicaro kimukwiye. Ekrani y'ikiruhuko yerekana ubutumwa butera imbaraga hagati y'amahamagara. Urubuga rwihuza na buri gikoresho kandi ruboneka mu Cyongereza no mu Giturukiya.

About the Igihembo cya A' Design Award cya Zahabu

Call Center Urubuga rw'Itumanaho ni uwegukanye Igihembo cya A' Design Award cya Zahabu, ishimwe ry'agaciro gakomeye ritangwa ku bishushanyo biri ku rwego rwa mbere, bitangaje kandi by'indashyikirwa. Abegukanye Zahabu ni ibihangano birimo udushya twinshi, bifite icyerekezo kandi bimurika, bigaragaza impano, ubwenge n'ubuhanga bw'ababihanze. Call Center Urubuga rw'Itumanaho biteganyijwe ko izaba igihangano gishimwa cyane, gishyiraho imigendekere mishya kandi gitanga agaciro katigeze kaboneka. Iki gishushanyo cyegukanye Zahabu ni umushinga utangaje kandi wubahwa ugura imbibi z'ubuhanzi, ubumenyi, ubushushanyo n'ikoranabuhanga. Call Center Urubuga rw'Itumanaho itera ibyifuzo bikomeye, ikangura ishyaka, ishishikariza guhanga kandi igatwara imitima yacu.

Press Kit

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
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.