Call Center Nsanja Yolumikizirana ndi Akbank Design Studio and Service Design

Dizayini ya Call Center Nsanja Yolumikizirana ndi Akbank Design Studio and Service Design ndi wopambana wotamandika kwambiri pa mphotho yaulemu ya 2021 Mphoto ya Golide ya A' Design Award mu Gawo la Mpikisano la Mapangidwe a Mawonekedwe, Kulumikizana ndi Zokumana ndi Ogwiritsa Ntchito.

GolideMawonekedwe· 2021

Call Center Nsanja Yolumikizirana

ndi Akbank Design Studio and Service Design

Kasitomala: Akbank

Wopambana pa Mphoto ya Golide ya A' Design Award mu Gawo la Mawonekedwe

1,504,451

Wopambana Wotsimikizidwa

Tsimikizani Mkhalidwe wa Mphotho ya #111886

Onani ku A' Design Award Nkhani Yofalitsidwa Chizindikiro cha Mphotho

Mitundu

Kapangidwe

Za Call Center Nsanja Yolumikizirana

Call Center ndi nsanja yolumikizirana yopangidwira malo olumikizirana makasitomala a banki. Nsanjayi imathandiza othandizira makasitomala pa nthawi ya mafoni ndi zopempha za macheza (chat). Zosowa za makasitomala zimafufuzidwa foni isanayambe, ikuchitika komanso itatha, kotero mavuto ambiri amathetsedwa pomwe ayambira popanda kuyimbanso foni yatsopano. Njira zodzithandizira pawokha monga mapulogalamu a m'manja, makina a ATM ndi machitidwe oyankha ndi mawu zaphatikizidwamo. Othandizira amatsogozedwa ndi ma dashboard ndi kusanthula kwa deta zomwe zimatsogolera kasitomala aliyense ku malo oyenera. Chithunzi chopumira chimaonetsa mauthenga olimbikitsa pakati pa mafoni. Nsanjayi imagwira ntchito pazipangizo zosiyanasiyana ndipo ilipo mu Chingerezi ndi Chituruki.

Chidziwitso

Za Mphoto ya Golide ya A' Design Award

Call Center Nsanja Yolumikizirana ndi mmodzi mwa opambana a Mphoto ya Golide ya A' Design Award, kuzindikirika kolemekezeka kwambiri komwe kumaperekedwa kwa mapangidwe a pamwamba, odabwitsa ndi odziwika. Opambana a Golide ndi zolengedwa zatsopano kwambiri, zoona patali ndi zonyezimira zomwe zimaonetsa luntha, nzeru ndi luso la opanga awo. Call Center Nsanja Yolumikizirana akuyembekezeka kukhala chopangidwa chotamandidwa kwambiri, chokhazikitsa zochitika ndi chachikulu chomwe chimabweretsa phindu losawonekapo kale. Mapangidwe opambana Mphoto ya Golide ya A' Design Award awa ndi ntchito yodabwitsa, yolemekezeka yomwe imapindulitsa kwambiri ndi kukulitsa malire a luso, sayansi, kapangidwe ndi ukadaulo. Call Center Nsanja Yolumikizirana amabweretsa zilakolako zamphamvu, kudzutsa chidwi, kulimbikitsa luso lolenga ndi kutikopa.

Kumbuyo kwa Kapangidwe

Katundu wa Atolankhani

Umboni, mamembala a gulu ndi zambiri zapadera zoperekedwa ndi wopanga.

Makhalidwe Apadera: 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.
Miyezo ndi Kuphimba: Responsive design, holistic design approach to corporate identity
Zizindikiro: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Teknoloji Yopangira: 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
Vuto la Dizayini: 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.
Kafukufuku: 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.
Chilimbikitso: 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
Nthawi ya Polojekiti: 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.
Mdondomeko ya Ntchito: 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
Petensi: Copyrights belong to Akbank T.A.Ş, 2020
Mamembala a Gulu: Akbank Design Studio and Service Design team
Mwini Zithunzi: 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.