Call Center Wadah Assipabbicarang naébbu Akbank Design Studio and Service Design

Call Center Wadah Assipabbicarang naébbu Akbank Design Studio and Service Design iyanaritu pammènangngé iya temmaka riéloinna ri 2021 A' Design Award Ulaweng ri Katégori Kompétisi Desain Antarmuka, Interaksi, sibawa Pengalaman Pengguna.

UlawengAntarmuka· 2021

Call Center Wadah Assipabbicarang

ᨑᨗ Akbank Design Studio and Service Design

ᨀᨒᨗᨕᨙ: Akbank

Pammènangngé A' Design Award Ulaweng ri Katégori Antarmuka

1,504,451

Pammènangngé Anugérah Naparessoi

Paressoi Status Anugérah untu #111886

ᨈᨗᨈ ᨑᨗ A' Design Award ᨔᨗᨕᨑ ᨄᨙᨑᨙ ᨅᨙᨍᨗ ᨄᨂᨑᨁ

ᨓᨑᨊ

ᨉᨙᨔᨕᨗᨊᨙ

ᨄᨙᨑᨗᨖᨒ Call Center Wadah Assipabbicarang

Call Center iyanaritu séddi wadah assipabbicarang iya ridésaing untu' contact center-na séddié bang. Iyaé wadaé mabbantu agen-agengngé ri wettunna nattarima telepong sibawa parellauna chat polé ri pallanggangngé. Apparelluanna pallanggangngé riparéssa ri yolona, ri wettunna, sibawa ri munrinna tungke' telepong, jaji maéga persoalang purani ripura ri assalenna dé'na naparellu telepong baru. Kanal self service pada-padanna aplikasi mobile, ATM sibawa sistem tettimpa' sadda muttama' toi ri lalenna. Agen-agengngé riparénréng ri dashboard sibawa analitik iya patirowéngngi tungke' pallanggang lao ri onrong iya sitinajaé. Engka séddi layar appésaungeng mappaitangngi pasang motivasi ri pallawangenna telepongngé. Iyaé platform-é responsif sibawa wedding riappaké ri basa Inggris sibawa basa Turki.

ᨄᨂᨑᨁᨙ

ᨄᨙᨑᨗᨖᨒ A' Design Award Ulaweng

Call Center Wadah Assipabbicarang iyanaritu pakoro A' Design Award Ulaweng, pakalebbi iya malompo tongeng iya ripabbere ri desain kelas pammulang, magello sibawa luar biasa. Pakoro Ulaweng iyanaritu karya iya inovatif, visioner sibawa mallangkara, iya mappakita kecerdasan, pangissengeng sibawa keahlian tau mabbuat. Call Center Wadah Assipabbicarang ripakkirangngi mancaji penemuan iya lebbi ripuji, mappabbentuk trend sibawa monumental iya mappabbere nilai iya dena na rilebbi. Desain pakoro A' Design Award Ulaweng iyae iyanaritu karya spektakuler iya ripakalebbi iya malompo pawangekeng sibawa mappalaong wates seni, sains, desain sibawa teknologi. Call Center Wadah Assipabbicarang mappabbentuk perasaan keinginan iya makkasuwiang, mappatettong passiri, mappogau kreativitas sibawa mappagello.

ᨑᨗ ᨆᨘᨋᨗᨊᨙ ᨉᨙᨔᨕᨗ

ᨀᨗ ᨄᨙᨑᨙ

ᨀᨑᨙᨉᨗ, ᨕᨂᨚᨈ ᨈᨗᨆ ᨔᨗᨅᨓ ᨑᨗᨏᨗ ᨈᨙᨀᨊᨗ ᨊᨄᨓᨙᨑᨙ ᨑᨗ ᨉᨙᨔᨕᨗᨊᨑᨙ.

Sipa Khas: 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.
Ukurang & Kemasang: Responsive design, holistic design approach to corporate identity
Tag: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Téknologi Produksi: 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
Tantangeng Désain: 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.
Panélitiang: 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.
Inspirasi: 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
Wettu Proyék: 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.
Alur Opérasi: 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
Paténg: Copyrights belong to Akbank T.A.Ş, 2020
Anggota Tim: Akbank Design Studio and Service Design team
Krédit Gambar: 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.