Call Center Kahua Kamaʻilio na Akbank Design Studio and Service Design

ʻO Call Center Kahua Kamaʻilio na Akbank Design Studio and Service Design he mea lanakila hanohano loa o ka 2021 A' Design Award Gula ma ka Māhele Hoʻokūkū Hoʻolālā Pilina, Launa a me ʻIke Mea Hoʻohana.

GulaPilina· 2021

Call Center Kahua Kamaʻilio

na Akbank Design Studio and Service Design

Mea Kūʻai: Akbank

Mea Lanakila A' Design Award Gula ma ka Māhele Pilina

1,504,451

Mea Lanakila i Hōʻoia ʻIa

Hōʻoia i ke Kūlana Makana no #111886

Nānā ma A' Design Award Hoʻolaha Nūhou Hōʻailona Makana

Nā Waihoʻoluʻu

Ka Hoʻolālā

E Pili Ana iā Call Center Kahua Kamaʻilio

He kahua kamaʻilio ʻo Call Center i hoʻolālā ʻia no kahi kikowaena launa pilikino o ka panakō. Kākoʻo kēia kahua i nā luna lawelawe i ka wā o nā kelepona a me nā noi kamaʻilio kikohoʻe a nā mea kūʻai. Kālailai ʻia nā pono o ka mea kūʻai ma mua, i ka wā, a ma hope o kēlā me kēia kelepona, no laila hoʻoholo ʻia nā pilikia he nui ma ke kumu me ka ʻole o kahi kelepona hou. Hoʻokomo ʻia nā ala lawelawe pilikino e like me nā polokalamu kelepona paʻalima, nā mīkini ATM, a me nā ʻōnaehana pane leo. Alakaʻi ʻia nā luna lawelawe e nā papa hōʻike a me nā kālailai e alakaʻi ana i kēlā me kēia mea kūʻai i ke kahua kūpono. Hōʻike kahi pale hoʻomaha i nā memo hoʻoikaika ma waena o nā kelepona. He kahua pane koke kēia a loaʻa ma ka ʻōlelo Pelekānia a me ka ʻōlelo Tureke.

Ka Hoʻomaikai

E Pili Ana i ka A' Design Award Gula

Ua lanakila ka hoʻolālā Call Center Kahua Kamaʻilio i ka A' Design Award Gula, he ʻike hoʻohanohano nui loa i hāʻawi ʻia i nā hoʻolālā pae mua, kupaianaha a kūʻokoʻa. He mau hana hou loa, ʻike maka a nani hoʻolaʻa nā lanakila Gula e hōʻike ana i ka ʻuhane akamai, ka naʻauao a me ka mākau o kā lākou poʻe hoʻolālā. Manaʻo ʻia ʻo ka hoʻolālā Call Center Kahua Kamaʻilio he mea hoʻokumu i hoʻomaikaʻi nui ʻia, e hoʻokumu ana i nā ʻano hou, he nui, e hāʻawi ana i ka waiwai ʻaʻole i ʻike ʻia ma mua. ʻO kēia hoʻolālā i lanakila i ka A' Design Award Gula he papahana kupaianaha, mahalo ʻia e hāʻawi i ka pōmaikaʻi nui a hoʻoneʻe i nā palena o ka hana noʻeau, ka ʻepekema, ka hoʻolālā a me ka ʻenehana. Hoʻāla ka hoʻolālā Call Center Kahua Kamaʻilio i nā manaʻo makemake ikaika, hoʻāla i ka ʻiʻini, hoʻoulu i ka hana noʻeau a hoʻopūliki iā mākou.

Ma Hope o ka Hoʻolālā

ʻEke Nūhou

Nā hōʻoia, nā lālā hui a me nā kikoʻī ʻenehana i hāʻawi ʻia e ka mea hoʻolālā.

Nā ʻAno Kūʻokoʻa: 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.
Nā Ana a me ka Hoʻopili: Responsive design, holistic design approach to corporate identity
Nā Lepili: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
ʻEnehana Hana: 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
Pilikia Hoʻolālā: 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.
Noiʻi: 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.
Hoʻoulu Manaʻo: 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
Ka Lōʻihi o ka Papahana: 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.
Kaʻina Hana: 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
Nā Palapala Kuleana: Copyrights belong to Akbank T.A.Ş, 2020
Nā Lālā Hui: Akbank Design Studio and Service Design team
Nā Kuleana Kiʻi: 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.