Call Center Ardán Cumarsáide le Akbank Design Studio and Service Design

Is buaiteoir an-mheasúil den ghradam fíor-ardghradamach 2021 Duais Óir A' Design Award sa Chatagóir Comórtais Dearadh Comhéadain é an dearadh Call Center Ardán Cumarsáide le Akbank Design Studio and Service Design.

ÓrComhéadan· 2021

Call Center Ardán Cumarsáide

le Akbank Design Studio and Service Design

Cliant: Akbank

Buaiteoir an ghradaim Duais Óir A' Design Award sa Chatagóir Comhéadan

1,504,451

Buaiteoir Gradaim Fíoraithe

Fíoraigh Stádas Gradaim do #111886

Féach ag A' Design Award Preasráiteas Suaitheantas Gradaim

Dathanna

An Dearadh

Maidir le Call Center Ardán Cumarsáide

Is ardán cumarsáide é Call Center a dearadh d'ionad teagmhála bainc. Tacaíonn an t-ardán le gníomhairí le linn glaonna custaiméirí agus iarratas comhrá. Déantar anailís ar riachtanais na gcustaiméirí roimh gach glao, lena linn agus ina dhiaidh, ionas go réitítear go leor fadhbanna ag an bhfoinse gan glao nua. Áirítear bealaí féinseirbhíse amhail feidhmchláir mhóibíleacha, ATManna agus córais freagartha gutha. Treoraítear gníomhairí le deaiseanna agus le hanailísíocht a dhíríonn gach custaiméir chuig an stáisiún ceart. Taispeánann scáileán sosa teachtaireachtaí spreagtha idir glaonna. Tá an t-ardán sofhreagrach agus ar fáil i mBéarla agus i dTuircis.

An Aitheantas

Maidir leis an Duais Óir A' Design Award

Bhuaigh an dearadh Call Center Ardán Cumarsáide Duais Óir A' Design Award, aitheantas thar a bheith clúiteach a bhronntar ar dhearaí den chéad scoth, iontacha agus sármhaithe. Is cruthuithe an-nuálacha, fíorasacha agus drithleacha iad buaiteoirí Óir a léiríonn géiniais, eagna agus máistreacht a ndearthóirí. Táthar ag súil go mbeidh an dearadh Call Center Ardán Cumarsáide ina aireagán a mholtar go mór, ceannródaíoch agus séadchomharthach a sholáthraíonn luach nach bhfacthas riamh cheana. Is tionscadal iontach, measúil é an dearadh seo a bhuaigh Duais Óir A' Design Award a dhéanann sárleas do theorainneacha na healaíne, na heolaíochta, an deartha agus na teicneolaíochta agus a chuireann chun cinn iad. Cruthaíonn an dearadh Call Center Ardán Cumarsáide mothúcháin dhian mhianta, músclaíonn sé paisean, spreagann sé cruthaitheacht agus cuireann sé draíocht orainn.

Taobh Thiar den Dearadh

Pacáiste Preasa

Creidiúintí, baill foirne agus sonraí teicniúla curtha ar fáil ag an dearthóir.

Airíonna Uathúla: 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.
Toisí & Pacáistiú: Responsive design, holistic design approach to corporate identity
Clibeanna: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Teicneolaíocht Táirgthe: 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
Dúshlán Deartha: 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.
Taighde: 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.
Inspioráid: 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
Fad an Tionscadail: 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.
Sreabhadh Oibríochta: 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
Paitinní: Copyrights belong to Akbank T.A.Ş, 2020
Baill Foirne: Akbank Design Studio and Service Design team
Creidiúintí Íomhá: 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.