Call Center Pẹpẹ Ìbánisọ̀rọ̀ láti ọwọ́ Akbank Design Studio and Service Design

Call Center Pẹpẹ Ìbánisọ̀rọ̀ láti ọwọ́ Akbank Design Studio and Service Design jẹ́ aṣẹ́gun olókìkí púpọ̀ ti 2021 Àmì-ẹ̀yẹ Wúrà A' Design Award nínú Ẹ̀ka Ìdíje Àpẹẹrẹ Ojú-ìbáṣepọ̀, Ìbáṣepọ̀ àti Ìrírí Olùlò.

WúràOjú-ìbáṣepọ̀· 2021

Call Center Pẹpẹ Ìbánisọ̀rọ̀

látọ̀wọ́ Akbank Design Studio and Service Design

Oníbàárà: Akbank

Aṣẹ́gun Àmì-ẹ̀yẹ Wúrà A' Design Award nínú Ẹ̀ka Ojú-ìbáṣepọ̀

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Aṣẹ́gun Àmì Ẹ̀yẹ Tí a Jẹ́rìísí

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Wo ní A' Design Award Ìwé Ìròyìn Àmì Ẹ̀yẹ

Àwọ̀

Àpẹrẹ Náà

Nípa Call Center Pẹpẹ Ìbánisọ̀rọ̀

Call Center jẹ́ pẹpẹ ìbánisọ̀rọ̀ tí a ṣe àpẹrẹ rẹ̀ fún ilé-iṣẹ́ olùbánisọ̀rọ̀ ti báǹkì kan. Pẹpẹ náà ń ṣe àtìlẹ́yìn fún àwọn aṣojú nígbà tí wọ́n bá ń gba ìpè àwọn oníbàárà àti àwọn ìbéèrè ìfọ̀rọ̀wérọ̀. A máa ń ṣe àyẹ̀wò àìní àwọn oníbàárà ṣáájú, lákòókò àti lẹ́yìn ìpè kọ̀ọ̀kan, nítorí náà ọ̀pọ̀lọpọ̀ ìṣòro ni a máa ń yanjú láti orísun láìsí ìpè tuntun. Àwọn ọ̀nà ìránṣẹ́-ara-ẹni bíi àwọn ohun èlò alágbèéká, ATM àti àwọn ètò ìdáhùn ohùn wà nínú rẹ̀. Àwọn dáṣíbọ́ọ̀dù àti ìtúpalẹ̀ dátà ń tọ́ àwọn aṣojú sọ́nà, tí ó sì ń darí oníbàárà kọ̀ọ̀kan sí ibùdó tí ó tọ́. Ojú-ìwé ìsinmi kan ń fi àwọn ìránṣẹ́ ìwúrí hàn láàárín àwọn ìpè. Pẹpẹ náà ń bá gbogbo ẹ̀rọ mu, ó sì wà ní èdè Gẹ̀ẹ́sì àti Tọ́kì.

Ìdánimọ̀ Náà

Nípa Àmì-ẹ̀yẹ Wúrà A' Design Award

Call Center Pẹpẹ Ìbánisọ̀rọ̀ jẹ́ olùborí Àmì-ẹ̀yẹ Wúrà A' Design Award, ìdánimọ̀ olókìkí gan-an tí a fún àwọn àwòṣe ìpele àkọ́kọ́, tó jẹ́ ìyanu tó sì yàtọ̀. Àwọn olùborí Wúrà jẹ́ àwọn ẹ̀dá tó ní ìmúṣẹ̀dá tuntun gidigidi, tó ní ojú-ìwòye tó jìnnà tó sì ń tàn yòò tí wọ́n ń ṣàfihàn ọgbọ́n, òye àti ìjáfáfá àwọn olùṣàwòṣe wọn. A retí pé Call Center Pẹpẹ Ìbánisọ̀rọ̀ yóò jẹ́ ohun ìmúṣẹ̀dá tí a yìn gidigidi, tó ń gbé ìtẹ̀sí kalẹ̀ tó sì jẹ́ ìrántí tó ń mú iye tí a kò rí rí wá. Àwòṣe tó borí Àmì-ẹ̀yẹ Wúrà A' Design Award yìí jẹ́ iṣẹ́ àkànṣe tó yani lẹ́nu tí a bọ̀wọ̀ fún tó ṣe anfàní gidigidi tó sì ń tì ààlà iṣẹ́ ọnà, sáyẹ́ǹsì, àwòṣe àti ìmọ̀-ẹ̀rọ síwájú. Call Center Pẹpẹ Ìbánisọ̀rọ̀ ń dá ìmọ̀lára ìfẹ́ tó lágbára sílẹ̀, ń jí ìtara, ń gbé ìṣẹ̀dá lárugẹ tó sì ń fà wá mọ́ra.

Lẹ́yìn Àpẹrẹ Náà

Àkójọ Ìròyìn

Àwọn ẹ̀tọ́, àwọn ọmọ ẹgbẹ́ àti àlàyé ìmọ̀ ẹ̀rọ tí olùṣàpẹrẹ pèsè.

Àwọn Ohun Àkànṣe: 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.
Ìwọ̀n àti Àpò: Responsive design, holistic design approach to corporate identity
Àwọn Àkọlé: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Ìmọ̀-ẹ̀rọ Ìṣelọ́pọ̀: 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
Ìpèníjà Àpèsè: 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.
Ìwádìí: 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.
Ìmísí: 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
Àkókò Iṣẹ́ Àkànṣe: 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.
Ìlànà Ìṣiṣẹ́: 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
Àwọn Ìwé-ẹ̀rí Ohun-Ìmọ̀: Copyrights belong to Akbank T.A.Ş, 2020
Àwọn Ọmọ Ẹgbẹ́: Akbank Design Studio and Service Design team
Ìfọwọ́sí Àwòrán: 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.