Call Center Pūhara Whakawhitiwhiti Kōrero nā Akbank Design Studio and Service Design

Ko te hoahoa Call Center Pūhara Whakawhitiwhiti Kōrero nā Akbank Design Studio and Service Design he kaitoa whakahirahira o te 2021 A' Design Award Koura i te Wāhanga Whakataetae Hoahoa Atanga, Tauwhitiwhiti me te Wheako Kaiwhakamahi.

KouraAtanga· 2021

Call Center Pūhara Whakawhitiwhiti Kōrero

nā Akbank Design Studio and Service Design

Kiritaki: Akbank

Kaitoa o te A' Design Award Koura i te Wāhanga Atanga

1,504,451

Kaitoa Tohu Manatokohia

Manatokohia te Tūnga Tohu mō #111886

Tirohia i te A' Design Award Pānui Pāpāho Tohu Tohu

Ngā Tae

Te Hoahoa

Mō Call Center Pūhara Whakawhitiwhiti Kōrero

He pūhara whakawhitiwhiti kōrero a Call Center i hoahoatia mō te pokapū whakapā a tētahi pēke. Ka tautoko te pūhara i ngā kaimahi i te wā o ngā waea kiritaki me ngā tono kōrerorero. Ka tātaritia ngā hiahia o te kiritaki i mua, i te wā, ā, i muri hoki i ia waea, nō reira ka whakatauhia te maha o ngā raruraru i te pūtakenga kāore he waea hou e hiahiatia. Kua whakaurua ngā hongere ratonga whaiaro pēnei i ngā taupānga pūkoro, ngā ATM me ngā pūnaha whakautu ā-reo. Ka ārahina ngā kaimahi e ngā papatohu me ngā tātaritanga e tohu ana i ia kiritaki ki te teihana tika. Ka whakaatuhia e tētahi mata okiokinga ngā karere whakahihiri i waenga i ngā waea. He urupare te pūhara, ā, e wātea ana i te reo Ingarihi me te reo Tākei.

Te Whakamihi

Mō te A' Design Award Koura

Ko Call Center Pūhara Whakawhitiwhiti Kōrero te toa o te A' Design Award Koura, he whakaaetanga tino whai mana e hoatu ana ki ngā hoahoa kōeke tuatahi, whakamīharo me te hiranga. Ko ngā toa Koura he mahi tino auaha, he tirohanga mamao, he kanapa ahi, e whakaatu ana i te pūmanawa, te mātauranga me te tohungatanga o ā rātou kaihoahoa. E tūmanakohia ana ko Call Center Pūhara Whakawhitiwhiti Kōrero he hanganga tūnga e whakatū ana i ngā ia, he whakanuia rawa, e kawe mai ana i te uara kāore anō kia kitea. Ko tēnei hoahoa i toa i te Koura he kaupapa whakamīharo, whakahonoretia e whakawhānui ana i ngā rohe o te toi, te pūtaiao, te hoahoa me te hangarau. Ka whakaara a Call Center Pūhara Whakawhitiwhiti Kōrero i te hiahia nui, ka whakaoho i te kaingākau, ka whakatenatena i te auaha, ā, ka whakamīharo i a tātou.

I Muri i te Hoahoa

Kete Pāpāho

Ngā whakamihi, ngā mema o te rōpū me ngā taipitopito hangarau i whakaratohia e te kaihoahoa.

Āhuatanga Motuhake: 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.
Inenga & Pēketanga: Responsive design, holistic design approach to corporate identity
Tūtohu: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Hangarau Whakanao: 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
Wero Hoahoa: 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.
Rangahau: 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.
Whakaaweawe: 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
Roanga o te Kaupapa: 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.
Rerenga Mahi: 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
Pātene: Copyrights belong to Akbank T.A.Ş, 2020
Ngā Mema o te Rōpū: Akbank Design Studio and Service Design team
Whakamana Whakaahua: 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.