Call Center Iplathifomu Yokuxhumana ngu-Akbank Design Studio and Service Design

Umdwebo Call Center Iplathifomu Yokuxhumana ngu-Akbank Design Studio and Service Design ungumnqobi ohlonishwa kakhulu womklomelo odumile we-2021 Umklomelo Wegolide we-A' Design Award Esigabeni Somncintiswano se-Ukudizayina I-Inthafeyi.

IgolideI-Inthafeyi· 2021

Call Center Iplathifomu Yokuxhumana

ngu Akbank Design Studio and Service Design

Iklayenti: Akbank

Umnqobi we-Umklomelo Wegolide we-A' Design Award Esigabeni se-I-Inthafeyi

1,504,451

Umnqobi Womklomelo Oqinisekisiwe

Qinisekisa Isimo Somklomelo se-#111886

Buka ku-A' Design Award Isitatimende Sabezindaba Ibheji Yomklomelo

Imibala

Ukuklama

Mayelana ne-Call Center Iplathifomu Yokuxhumana

I-Call Center iyiplathifomu yokuxhumana eyakhelwe isikhungo sokuxhumana nebhange. Le plathifomu isekela abasebenzi ngesikhathi sezingcingo zamakhasimende kanye nezicelo zengxoxo. Izidingo zamakhasimende zihlaziywa ngaphambi, phakathi nangemva kwalolo ngalunye ucingo, ngakho izinkinga eziningi zixazululwa emthonjeni ngaphandle kocingo olusha. Iziteshi zokuzisiza njengezinhlelo zokusebenza zamaselula, ama-ATM kanye nezinhlelo zokuphendula ngezwi zifakiwe. Abasebenzi baqondiswa amadeshibhodi nokuhlaziya okuqondisa ikhasimende ngalinye esiteshini esifanele. Isikrini sekhefu sibonisa imilayezo yokugqugquzela phakathi kwezingcingo. Le plathifomu iyasabela futhi iyatholakala ngesiNgisi nangesiTurkish.

Ukuqashelwa

Mayelana ne-Umklomelo Wegolide we-A' Design Award

Call Center Iplathifomu Yokuxhumana iwinile uMklomelo Wegolide we-A' Design Award, ukwaziswa okuhloniphekile kakhulu okunikezwa imiklamo yeklasi yokuqala, emangalisayo nephawulekile. Abawinile beGolide yimiklamo emisha kakhulu, enombono ongaphambili futhi egqamile ebonisa ubuhlakani, ukuhlakanipha nobuchule babaklami babo. Call Center Iplathifomu Yokuxhumana ilindeleke ukuba ibe yinto entsha edunyiswe kakhulu, ebeka isitayela futhi ebalulekile elethe inani elingakaze libonwe. Lo mklamo owinile uMklomelo Wegolide we-A' Design Award ungumgomo omangalisayo nohlonishwayo osiza kakhulu futhi osunduza imingcele yobuciko, isayensi, ukuklama nobuchwepheshe. Call Center Iplathifomu Yokuxhumana idala imizwa ejulile yesifiso, ivuse intshiseko, ikhuthaze ukudala futhi iyasiheha.

Ngemuva Kokuklama

Iphakheji Yabezindaba

Ama-credit, amalungu eqembu nemininingwane yobuchwepheshe ehlinzekwe ngumklami.

Izici Ezihlukile: 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.
Izilinganiso Nokupakisha: Responsive design, holistic design approach to corporate identity
Amathegi: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Ubuchwepheshe Bokukhiqiza: 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
Inselele Yokudweba: 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.
Ucwaningo: 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.
Ugqozi: 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
Ubude Bephrojekthi: 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.
Ukuhamba Kokusebenza: 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
Amapathenti: Copyrights belong to Akbank T.A.Ş, 2020
Amalungu Eqembu: Akbank Design Studio and Service Design team
Amakhredithi Ezithombe: 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.