Call Center የመገናኛ መድረክ በ Akbank Design Studio and Service Design የተሠራ ሲሆን በ የበይነገጽ፣ መስተጋብር እና የተጠቃሚ ተሞክሮ ዲዛይን የውድድር ምድብ ውስጥ እጅግ ከፍ ያለ ክብር ያለው የ 2021 A' Design Award የወርቅ ሽልማት አሸናፊ ነው።
ወርቅበይነገጽ· 2021
Call Center የመገናኛ መድረክ
በ Akbank Design Studio and Service Design
ደንበኛ: Akbank
በ በይነገጽ ምድብ ውስጥ የ A' Design Award የወርቅ ሽልማት አሸናፊ
የተረጋገጠ የሽልማት አሸናፊ
ለ #111886 የሽልማት ሁኔታ ያረጋግጡንድፉ
ስለ Call Center የመገናኛ መድረክ
ኮል ሴንተር ለባንክ የደንበኞች ግንኙነት ማዕከል የተነደፈ የመገናኛ መድረክ ነው። መድረኩ ወኪሎችን በደንበኞች ጥሪዎች እና የቻት ጥያቄዎች ወቅት ይደግፋል። የደንበኞች ፍላጎቶች ከእያንዳንዱ ጥሪ በፊት፣ በጥሪው ወቅት እና ከጥሪው በኋላ ይተነተናሉ፣ ስለዚህ ብዙ ችግሮች አዲስ ጥሪ ሳያስፈልግ ከምንጩ ይፈታሉ። እንደ ሞባይል መተግበሪያዎች፣ ኤቲኤሞች እና የድምጽ ምላሽ ስርዓቶች ያሉ የራስ አገልግሎት ቻናሎች ተካትተዋል። ወኪሎች እያንዳንዱን ደንበኛ ወደ ትክክለኛው ጣቢያ በሚመሩ ዳሽቦርዶች እና ትንታኔዎች ይመራሉ። የእረፍት ማያ ገጽ በጥሪዎች መካከል የማበረታቻ መልዕክቶችን ያሳያል። መድረኩ ተለዋዋጭ (ረስፖንሲቭ) ሲሆን በእንግሊዝኛ እና በቱርክኛ ይገኛል።
እውቅናው
ስለ A' Design Award የወርቅ ሽልማት
Call Center የመገናኛ መድረክ የA' Design Award የወርቅ ሽልማት አሸናፊ ነው፤ ይህም ለመጀመሪያ ደረጃ፣ ድንቅ እና የላቁ ዲዛይኖች የሚሰጥ እጅግ ከፍተኛ ክብር ያለው እውቅና ነው። የወርቅ አሸናፊዎች የዲዛይነሮቻቸውን ብልሃት፣ ጥበብ እና ችሎታ የሚያንጸባርቁ እጅግ ፈጠራ የተሞላባቸው፣ ራዕይ ያላቸው እና በውበታቸው የሚያስደምሙ ሥራዎች ናቸው። Call Center የመገናኛ መድረክ ወደር የማይገኝለት ዋጋ የሚሰጥ እጅግ የተመሰገነ፣ አዝማሚያ ፈጣሪና ታላቅ ፈጠራ እንደሚሆን ይጠበቃል። ይህ የA' Design Award የወርቅ ሽልማትን ያሸነፈ ዲዛይን የኪነ ጥበብ፣ የሳይንስ፣ የዲዛይን እና የቴክኖሎጂ ድንበሮችን በእጅጉ የሚጠቅምና የሚያስፋፋ አስደናቂና የተከበረ ፕሮጀክት ነው። Call Center የመገናኛ መድረክ ጠንካራ የፍላጎት ስሜት ይፈጥራል፣ ፍቅርን ይቀሰቅሳል፣ ፈጠራን ያበረታታል እንዲሁም ይማርከናል።
ከንድፉ በስተጀርባ
የፕሬስ ኪት
ክሬዲቶች፣ የቡድን አባላት እና ቴክኒካል ዝርዝሮች በዲዛይነሩ የተሰጡ።
- ልዩ ባህሪያት
- 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. - ልኬቶች እና ማሸጊያ
- Responsive design, holistic design approach to corporate identity
- መለያዎች
- Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
- የማምረቻ ቴክኖሎጂ
- 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
- የዲዛይን ተግዳሮት
- 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.
- ምርምር
- 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.
- መነሳሻ
- 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
- የፕሮጀክት ጊዜ
- 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.
- የሥራ ሂደት
- 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
- የፈጠራ ባለቤትነት
- Copyrights belong to Akbank T.A.Ş, 2020
- የቡድን አባላት
- Akbank Design Studio and Service Design team
- የምስል ምስጋና
- 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.
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