Call Center Jukwaa la Mawasiliano na Akbank Design Studio and Service Design

Muundo Call Center Jukwaa la Mawasiliano na Akbank Design Studio and Service Design ni mshindi mashuhuri wa tuzo ya kifahari ya 2021 Tuzo ya Dhahabu ya A' Design Award katika Kategoria ya Mashindano ya Usanifu wa Kiolesura, Mwingiliano na Uzoefu wa Mtumiaji.

DhahabuKiolesura· 2021

Call Center Jukwaa la Mawasiliano

na Akbank Design Studio and Service Design

Mteja: Akbank

Mshindi wa Tuzo ya Dhahabu ya A' Design Award katika Kategoria ya Kiolesura

1,504,451

Mshindi wa Tuzo Aliyethibitishwa

Thibitisha Hali ya Tuzo kwa #111886

Tazama kwenye A' Design Award Taarifa kwa Vyombo vya Habari Beji ya Tuzo

Rangi

Muundo

Kuhusu Call Center Jukwaa la Mawasiliano

Call Center ni jukwaa la mawasiliano lililobuniwa kwa ajili ya kituo cha mawasiliano cha benki. Jukwaa hili linawasaidia mawakala wakati wa simu za wateja na maombi ya mazungumzo ya maandishi. Mahitaji ya wateja huchambuliwa kabla, wakati na baada ya kila simu, hivyo matatizo mengi hutatuliwa kwenye chanzo bila hitaji la simu mpya. Njia za kujihudumia kama vile programu za simu, mashine za ATM na mifumo ya majibu ya sauti zimejumuishwa. Mawakala wanaongozwa na dashibodi na uchanganuzi zinazomwelekeza kila mteja kwenye kituo sahihi. Skrini ya mapumziko huonyesha ujumbe wa kutia moyo kati ya simu. Jukwaa hili linajirekebisha kulingana na kifaa na linapatikana kwa lugha ya Kiingereza na Kituruki.

Utambuzi

Kuhusu Tuzo ya Dhahabu ya A' Design Award

Call Center Jukwaa la Mawasiliano ni mshindi wa Tuzo ya Dhahabu ya A' Design Award, utambuzi wenye heshima kuu unaotolewa kwa miundo ya daraja la kwanza, ya ajabu na ya kuvutia. Washindi wa Dhahabu ni kazi bunifu mno, zenye maono makubwa na za kung'aa kwa umaridadi zinazoakisi kipaji, hekima na ustadi wa wabunifu wao. Call Center Jukwaa la Mawasiliano inatarajiwa kuwa uvumbuzi unaosifiwa sana, wa kuweka mielekeo na wa kihistoria unaoleta thamani isiyo na kifani. Muundo huu ulioshinda Tuzo ya Dhahabu ya A' Design Award ni mradi wa kustaajabisha na unaoheshimika unaonufaisha sana na kupanua mipaka ya sanaa, sayansi, usanifu na teknolojia. Call Center Jukwaa la Mawasiliano huzua hisia kali za hamu, huamsha shauku, huhimiza ubunifu na hutuvutia.

Nyuma ya Muundo

Vifaa vya Habari

Mikopo, wanachama wa timu na maelezo ya kiufundi yaliyotolewa na mbuni.

Sifa za Kipekee: 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.
Vipimo na Ufungashaji: Responsive design, holistic design approach to corporate identity
Lebo: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Teknolojia ya Uzalishaji: 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
Changamoto ya Ubunifu: 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.
Utafiti: 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.
Msukumo: 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
Muda wa Mradi: 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.
Mtiririko wa Uendeshaji: 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
Hataza: Copyrights belong to Akbank T.A.Ş, 2020
Wanatimu: Akbank Design Studio and Service Design team
Haki za Picha: 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.