Call Center Aɣan n Teywalt sɣur Akbank Design Studio and Service Design

Call Center Aɣan n Teywalt sɣur Akbank Design Studio and Service Design d anerbaz yettwaqadren meqqren n 2021 Tarbaḥt A' Design Award n Ddheb deg Taggayt n Tnaflit n Afeṣṣel n Ugrudem, Amyigaw d Tarmit n Useqdac.

DdhebAgrudem· 2021

Call Center Aɣan n Teywalt

sɣur Akbank Design Studio and Service Design

Amsaɣ: Akbank

Anerbaz n Tarbaḥt A' Design Award n Ddheb deg Taggayt n Agrudem

1,504,451

Anerbaz n Urraz Yettwasenqden

Senqed Addad n Urraz i #111886

Wali deg A' Design Award Tabḍert n tɣamsa Tanecḍa n wammud

Initen

Afeṣṣel

Ɣef Call Center Aɣan n Teywalt

Call Center d aɣan n teywalt yettwaxedmen i wammas n unermes n yiwet n lbanka. Aɣan-agi yettalel ineɣmasen deg yisawalen n yimsaɣen akked yisuturen n udiwenni. Isriden n yimsaɣen ttusleḍen uqbel, deg wakud, akked deffir n yal asiwel, ihi aṭas n wuguren ttwafernen deg uẓar-nsen war ma yella usiwel amaynut. Ibuda n uqeddec s yiman-is am yisnasen izirazen, ATM-at akked yinagrawen n tririt s taɣect ddan-d deg-s. Ineɣmasen ttwanhan s yigalisen n usenqed akked tesleḍin i yesswaɣayen yal amsaɣ ɣer teɣsert iwatan. Agdil n usgunfu yeskanay-d iznan n usmiheg gar yisawalen. Aɣan-agi yettwasɣim ɣef yal agdil yerna yella s teglizit akked tṭurkit.

Asmekti

Ɣef Tarbaḥt A' Design Award n Ddheb

Call Center Aɣan n Teywalt d amerbaḥ n Tarbaḥt A' Design Award n Ddheb, tagmat tuffirt i yisnulfa n umezwaru yelhan s waṭas. Imerbaḥen n Ddheb d isnulfa d imaynuten d imeqqranen. Call Center Aɣan n Teywalt ad d-yefk lqima ur nesɛi amgarad, ad yeǧǧ ddunit tennuɣ.

Deffir n ufeṣṣel

Tagrurt n tɣamsa

Ismawen n terbaɛt, iferdisen itiknikanen akked telɣut i d-yefka umeṣṣufeɣ.

Taɣara Tasuft: 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.
Tigejdiwin & Akemmus: Responsive design, holistic design approach to corporate identity
Tibzimin: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tasnakta n Ufares: 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
Asewḥel n Usnulfu: 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.
Anadi: 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.
Aseḥbiber: 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
Tanzagt n Usenfar: 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.
Tanila n Umahil: 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
Ibrivan: Copyrights belong to Akbank T.A.Ş, 2020
Igmamen n Terbaɛt: Akbank Design Studio and Service Design team
Imsuren n Tugniwin: 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.