Call Center Sethala sa Puisano ka Akbank Design Studio and Service Design

Moralo oa Call Center Sethala sa Puisano ka Akbank Design Studio and Service Design ke mohlodi oa khau e hlomphehang haholo ya 2021 Moputso oa Khauta oa A' Design Award Mokhahleong oa Tlhodisano oa Moralo wa Sebopeho, Tshebedisano le Boiphihlelo ba Mosebedisi.

KhautaSebopeho· 2021

Call Center Sethala sa Puisano

ka Akbank Design Studio and Service Design

Moreki: Akbank

Mohlodi oa Moputso oa Khauta oa A' Design Award Mokhahleong oa Sebopeho

1,504,451

Mohlodi oa Khau ea Netefaditsweng

Netefatsa Boemo ba Khau bakeng sa #111886

Sheba ho A' Design Award Tokollo ya Boraditaba Baeche ya Moputso

Mebala

Moralo

Mabapi le Call Center Sethala sa Puisano

Call Center ke sethala sa puisano se etselitsoeng setsi sa mahala sa banka. Sethala sena se tšehetsa baemeli nakong ea mehala ea bareki le likopo tsa puisano ka mongolo. Litlhoko tsa bareki li hlahlojoa pele, nakong le ka mor'a mohala o mong le o mong, kahoo mathata a mangata a rarolloa mohloling ntle le mohala o mocha. Liteishene tsa boitšebeletso tse kang lisebelisoa tsa mehala, li-ATM le litsamaiso tsa karabelo ea lentsoe li kenyelelitsoe. Baemeli ba tataisoa ke li-dashboard le manollo ea data e lebisang moreki e mong le e mong seteisheneng se nepahetseng. Skrine sa phomolo se bontša melaetsa ea khothatso pakeng tsa mehala. Sethala sena sea arabela 'me se fumaneha ka Senyesemane le Seturkey.

Kamohelo

Mabapi le Moputso oa Khauta oa A' Design Award

Call Center Sethala sa Puisano ke mohapi oa Moputso oa Khauta oa A' Design Award, kananelo e hlomphehang haholo e fuoang meralo ea maemo a pele, e ntle ka ho makatsa le e ikhethang. Bahapi ba Khauta ke lintho tse hlahisitsoeng tse nang le mehopolo e mecha haholo, tse shebileng pele le tse khanyang ka ho foufatsa, tse bontšang botsebi, bohlale le bokhoni ba baqapi ba tsona. Call Center Sethala sa Puisano e lebelletsoe ho ba mohopolo o babatsoang haholo, o thehang mekhoa e mecha le o moholo, o tlisang boleng bo sa kang ba bonoa. Moralo ona o hapileng Moputso oa Khauta oa A' Design Award ke mosebetsi o tsosang maikutlo, o hlomphehang, o tlisang molemo o moholo le o sutumelletsang meeli ea bonono, mahlale, moralo le theknoloji. Call Center Sethala sa Puisano e hlahisa maikutlo a matla a takatso, e tsosa tjantjello, e khothalletsa boqapi mme e re khahlisa.

Ka Mora Moralo

Sete ya Boraditaba

Litlhaku, ditho tsa sehlopha le lintlha tsa botekgeniki tse fanoeng ke moetsi wa moralo.

Boleng bo Ikhethang: 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.
Boholo le Phuthelo: Responsive design, holistic design approach to corporate identity
Lithegi: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Theknoloji ya Tlhahiso: 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
Phephetso ya Moralo: 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.
Dipatlisiso: 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.
Kgothaletso: 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
Nako ya Projeke: 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.
Tsamaiso ya Mosebetsi: 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
Diphatente: Copyrights belong to Akbank T.A.Ş, 2020
Litho tsa Sehlopha: Akbank Design Studio and Service Design team
Litlotla tsa Setshwantsho: 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.