Call Center Chikuva cheKutaurirana naAkbank Design Studio and Service Design

Dhizaini Call Center Chikuva cheKutaurirana naAkbank Design Studio and Service Design ndiye mukundi anokudzwa zvikuru wemubairo unoremekedza we2021 Mubairo weGoridhe we A' Design Award muChikwata cheKukwikwidza cheChiso, Kushandira Pamwe neRuzivo rweMushandisi.

GoridheChiso· 2021

Call Center Chikuva cheKutaurirana

na Akbank Design Studio and Service Design

Mutengi: Akbank

Mukundi weMubairo weGoridhe we A' Design Award muChikwata cheChiso

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Dhizaini

Nezvekwa Call Center Chikuva cheKutaurirana

Call Center chikuva chekutaurirana chakagadzirirwa nzvimbo yekubatanidza vatengi yebhangi. Chikuva ichi chinotsigira vashandi panguva yekufona kwevatengi uye zvikumbiro zvechat. Zvinodiwa nevatengi zvinoongororwa pamberi, mukati uye mushure mekufona kwega kwega, saka matambudziko mazhinji anogadziriswa panobva iwo pasina kufona kutsva. Nzira dzekuzvibatsira dzakaita semaapplication emafoni, maATM uye masisitimu emhinduro dzemanzwi dzinosanganisirwa. Vashandi vanotungamirirwa nemadashboard uye ongororo dzinoendesa mutengi wega wega kuchiteshi chakakodzera. Chiratidziro chekuzorora chinoratidza mashoko ekukurudzira pakati pekufona. Chikuva ichi chinoshanduka zvichienderana nemidziyo uye chinowanikwa muChirungu neChiTurkish.

Kuzivikanwa

Nezve Mubairo weGoridhe we A' Design Award

Mubairo weGoridhe we A' Design Award wakahwinwa ne Call Center Chikuva cheKutaurirana, rukudzo rwakakwirira kwazvo runopiwa kumadhizaini ekutanga, anoshamisa uye akanakisa. Vakunda veGoridhe mabasa ane zvitsva zvakawanda, ane chiratidzo uye anopenya, anoratidza njere, uchenjeri nehunyanzvi hwevagadziri vawo. Call Center Chikuva cheKutaurirana inotarisirwa kuva chigadzirwa chinorumbidzwa kwazvo, chinoita mafambiro matsva uye chakakura, chinopa kukosha kusati kwamboonekwa. Dhizaini iyi yakahwina Mubairo weGoridhe we A' Design Award basa rinoshamisa, rinoremekedzwa, rinobatsira zvikuru uye rinosundira mberi miganhu yehunyanzvi, sayenzi, dhizaini netekinoroji. Call Center Chikuva cheKutaurirana inomutsa manzwiro akasimba ekuda, inomutsa mwoyo, inokurudzira kugadzira uye inotikwezva.

Shure kweDhizaini

Bepa Renhau

Zvikwereti, nhengo dzetiimu nezvimwe zvakadzama zvakapihwa nemudhizaina.

Hunhu Hwakasiyana: 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.
Kukura & Kupakiwa: Responsive design, holistic design approach to corporate identity
Matagi: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tekinoroji Yekugadzira: 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
Changamire yeDhizaini: 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.
Tsvakurudzo: 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.
Chikurudziro: 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
Nguva yePurojekiti: 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.
Mafambiro eBasa: 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
Mapetenzi: Copyrights belong to Akbank T.A.Ş, 2020
Nhengo dzeTimu: Akbank Design Studio and Service Design team
Zvikwereti zveMifananidzo: 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.