Call Center Tlanonotzaliztli Machiyotl ītēchcopa Akbank Design Studio and Service Design

Tlanāhuatīlli Call Center Tlanonotzaliztli Machiyotl ītēchcopa Akbank Design Studio and Service Design cē cencā mahuizzō tēmacēhualōni īpan huēyi 2021 Mahuizolli A' Design Award Cozticteocuitlatl īpan Tlaixnamiquiliztli, Nenonotzaliztli ihuan Tlatequipanoliznemiliztli Tlachihchihualiztli Nēhuilīztli Tlamantli.

CozticteocuitlatlTlaixnamiquiliztli· 2021

Call Center Tlanonotzaliztli Machiyotl

īpal Akbank Design Studio and Service Design

Tlanāhuatīlli: Akbank

Mahuizolli A' Design Award Cozticteocuitlatl Tēmacēhualōni īpan Tlaixnamiquiliztli Tlamantli

1,504,451

Tlaneltīlīlli Tēmacēhualōni

Xictlaneltilia Tēmacēhualli ītēchcopa #111886

Xiquitta A' Design Award ītechcopa Āmatl Tēmachiyōtīliztli Tlamachiōtl

Tlapalli

Tlanēxtilistli

Ītechcopa Call Center Tlanonotzaliztli Machiyotl

Call Center ce tlanonotzaliztli machiyotl tlen omochihchiuh ipampa ce banco itlanonotzalcali. Inin machiyotl quinpalehuia in tequitqueh ihcuac in tlacohuanimeh tlanonotzah ihuan ihcuac motlahtlaniah ica chat. In tlen quinequih in tlacohuanimeh moxeloa ihuan mopohua achto, ihcuac ihuan zatepan ce tlanonotzaliztli, ic miec ohuihcayotl motlamia ompa canin peuh, amo monequi occe tlanonotzaliztli. No mocalaquia in ohtli campa in tlacohuani zan icel mopalehuia, quen mobile aplicaciones, ATM caxitl ihuan tlahtoltica tlananquililiztli machiyomeh. In tequitqueh quinyacana in dashboard tlachialoni ihuan in tlapohualiztli tlen quihuica cehcen tlacohuani ompa canin melahuac monequi. Ce cehuiliztli ixtli quinnextia yolchicahualiztli tlahtolli intzalan in tlanonotzaliztin. Inin machiyotl mopatla ipan nochi tepoztlachialoni ihuan onca ica inglés tlahtolli ihuan turco tlahtolli.

Tēixīmachōtiliztli

Ītechcopa Mahuizolli A' Design Award Cozticteocuitlatl

Call Center Tlanonotzaliztli Machiyotl ca in quicuic in Mahuizolli A' Design Award Cozticteocuitlatl, huel mahuiztic tlamahuizoliztli tlen momaca in achtopa, huel cualli ihuan mahuiztic tlachihualli. In quicuicah Cozticteocuitlatl ca cenca yancuic, tlachiyani ihuan tlanextic tlachihualli in quinextia in tlamatiliztli ihuan toltecayotl. Ca quinequi in Call Center Tlanonotzaliztli Machiyotl quitlalizque yancuic tlamantli ihuan quimacazque tlazohtli. Ni dizayno in quicuic Cozticteocuitlatl ca mahuiztic tlamantli in quihuelitia in toltecayotl, tlamatiliztli, dizayno ihuan teknolohia. Call Center Tlanonotzaliztli Machiyotl quiyolchicahua ihuan quipaquiltia in tlacah.

Tlanēxtilistli Ītēixpan

Āmatl Tlanextīliztli

Tlapōhualli, tēquitqueh īwan tēchmachilīztli ōquinmaca in tlanēxtīlīlli.

Cē Zan Ītēchcopa: 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.
Huēyiliztli īhuān Tlacualtepēhualli: Responsive design, holistic design approach to corporate identity
Tōcāitl: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tlachīhualiztli Māchiyōtl: 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
Tlanāhuatīlli Nētēcahuilīztli: 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.
Tlatēmōliztli: 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.
Tēyōllālīliztli: 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
Tēquitl Cāhuitl: 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.
Tēquitl Ōhuitl: 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
Patentēmeh: Copyrights belong to Akbank T.A.Ş, 2020
Calpolli Tlācah: Akbank Design Studio and Service Design team
Īxiptla Tlanēxtīlli: 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.