Call Center Iqonga Lonxibelelwano by Akbank Design Studio and Service Design

Call Center Iqonga Lonxibelelwano by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 Ibhaso Legolide le-A' Design Award in Uyilo lwe-Inthafeyi, uNxibelelwano kunye naMava oMsebenzisi Competition Category.

IgolideI-Inthafeyi· 2021

Call Center Iqonga Lonxibelelwano

by Akbank Design Studio and Service Design

Client: Akbank

Ibhaso Legolide le-A' Design Award Winner in I-Inthafeyi Category

1,502,907

Verified Award Winner

Verify Award Status for #111886

View at A' Design Award Press Release Award Badge

Colors

The Design

About Call Center Iqonga Lonxibelelwano

I-Call Center liqonga lonxibelelwano eliyilelwe iziko lonxibelelwano lwebhanki. Eli qonga lixhasa abasebenzi ngexesha leefowuni zabathengi kunye nezicelo zencoko. Iimfuno zabathengi ziyahlalutywa phambi, ngexesha nasemva komnxeba ngamnye, ngoko ke iingxaki ezininzi zisonjululwa emthonjeni ngaphandle komnxeba omtsha. Amajelo okuzincedisa afana neeaplikheshini zeselula, ii-ATM kunye neenkqubo zempendulo ngelizwi ziyabandakanywa. Abasebenzi bakhokelwa ngamadashbhodi kunye nohlalutyo oluthumela umthengi ngamnye kwisikhululo esifanelekileyo. Isikrini sekhefu sibonisa imiyalezo yenkuthazo phakathi kweefowuni. Eli qonga liyaziguqula ngokwesixhobo kwaye lifumaneka ngesiNgesi nangesiTurkish.

The Recognition

About the Ibhaso Legolide le-A' Design Award

Call Center Iqonga Lonxibelelwano ngumphumeleli weIbhaso Legolide le-A' Design Award, ukuqatshelwa okuhlonitshwayo kakhulu okunikwa imiyilo yeklasi yokuqala, ephawulekayo nentle. Abaphumeleleyo beGolide ziimveliso ezintsha kakhulu, ezinombono ongaphaya nezikhazimlayo ezibonisa ubuchule, ubulumko nobuchule babayili bazo. Call Center Iqonga Lonxibelelwano iyathenjwa ukuba ibe yimveliso edunyiswe kakhulu, ebeka umkhwa nekumgangatho wesikhumbuzo enikela ixabiso elingazange libonwe. Lo myilo uphumeleleyo weIbhaso Legolide le-A' Design Award yiprojekthi emangalisayo nehlonelwayo eluncedo kakhulu kwaye inyusa imida yobugcisa, inzululwazi, uyilo kunye nobuchwephesha. Call Center Iqonga Lonxibelelwano idala iimvakalelo ezinzulu zonqweno, ivusa umdla, ikhuthaza ukuyila kwaye iyasikhwebela.

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.