Call Center برھمی پلیٹ فارم چه ڈیزائنر Akbank Design Studio and Service Design

ڈیزائن Call Center برھمی پلیٹ فارم چه ڈیزائنر Akbank Design Studio and Service Design یک باز باایزّتین بُردکار ته 2021 A' Design Award زرّیں انعام ته بخش رقابتی انٹرفیس، انٹرایکشن ءِ یوزر ایکسپیریئنس ڈیزائن اِنت.

زرانٹرفیس· 2021

Call Center برھمی پلیٹ فارم

چه Akbank Design Studio and Service Design

مشتری: Akbank

بُردکار A' Design Award زرّیں انعام ته بخش انٹرفیس

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A' Design Award ءَ بگند پریس ریلیز اِنعام ءِ بیجّ

رنگ

ڈیزائن

Call Center برھمی پلیٹ فارم ءِ بارءَ

کال سینٹر یک برھمی پلیٹ فارمے کہ یک بانک ءِ رابطہ مرکز ءِ واستہ ڈیزائن بوتگ۔ ایں پلیٹ فارم ایجنٹاں گوں مشتری ءِ کال و چیٹ ءِ لوٹ و درخواستاں کمک کنت۔ مشتری ءِ ضرورتاں ھر کال ءِ پیسر، دوران ءُ رند تجزیہ بنت، ایشی واستہ بازیں مسئلہ ھمودا بن ءَ حل بنت ءُ نوکیں کال ءِ ضرورت نہ بیت۔ خود خدمتی ءِ راہاں چو موبائل ایپلیکیشن، اے ٹی ایم ءُ آواز ءِ جواب دئوکیں سسٹماں ھم شامل انت۔ ایجنٹاں گوں ڈیش بورڈ ءُ تجزیاتاں رہنمائی بنت کہ ھر مشتری ءَ راستیں اسٹیشن ءَ سرا رسینیت۔ یک وقفہ ءِ اسکرین کالاں ءِ نیام ءَ ھمت دئوکیں پیغاماں پیش کنت۔ ایں پلیٹ فارم رسپانسو انت ءُ انگریزی ءُ ترکی زبان ءَ دستیاب انت۔

پِجّاری

A' Design Award زرّیں انعام ءِ بارءَ

Call Center برھمی پلیٹ فارم A' Design Award زرّیں انعام ءِ ورگ آ انت، انتہائی معزز اعتراف کہ پہلی درجہ ءِ، شاندار ءُ نمایاں ڈیزائناں دیگ بیت۔ زر ءِ ورگ آ انتہائی جدت ءِ، باز بصیرت ءِ ءُ شاندار ڈولا چمّاں خیرہ کنوکیں تخلیق انت، کہ وتی ڈیزائنراں ءِ عبقریت، حکمت ءُ مہارت ءَ ظاہر کننت۔ Call Center برھمی پلیٹ فارم چہ امید کنگ بیت کہ آ یک باز ساراہگ بوتگیں، رجحان ساز ءُ یادگار ایجاد بیت کہ بے مثال قدر پیش کنت۔ ای ڈیزائن کہ A' Design Award زرّیں انعام ءَ برتگ، یک شاندار، محترم منصوبہ انت کہ فن، سائنس، ڈیزائن ءُ ٹیکنالوجی ءِ حداں باز فائدہ ءَ گوں ودی کنت۔ Call Center برھمی پلیٹ فارم شدید خواہش ءِ جذبہ پیدا کنت، جوش جاگینیت، تخلیقی صلاحیت ءَ ودی کنت ءُ ما ءَ مسحور کنت۔

ڈیزائن ءِ پُشت سر

پریس کِٹ

اعتبارات، ٹیم ءِ نفر و تکنیکی تفصیلات ڈیزائنر ءِ نیمگا فراهم کنگ بوتگ.

خاصین بزانتان: 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.
اندازه ؤ بسته‌بندی: Responsive design, holistic design approach to corporate identity
ٹیگان: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
تولید ٹکنالوجی: 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
ڈیزائن چیلنج: 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.
تحقیق: 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.
الهام: 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
پرۏژه مدّت: 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.
عملیاتی رۏش: 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
پیٹنٹان: Copyrights belong to Akbank T.A.Ş, 2020
ٹیمئے اعضا: Akbank Design Studio and Service Design team
تصویرانی کریڈٹ: 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.