Akbank Design Studio and Service Design nisqap Call Center Rimanakuy Plataforma diseñon

Akbank Design Studio and Service Design nisqap Call Center Rimanakuy Plataforma diseñonqa Tinkinakuy Kamay Atipanakuy T'aqapi 2021 A' Design Award Quri Premiu nisqap ancha chaniyuq atipaqninmi.

QuriTinkinakuy· 2021

Call Center Rimanakuy Plataforma

Akbank Design Studio and Service Design rurasqa

Mañakuq: Akbank

Tinkinakuy T'aqapi A' Design Award Quri Premiu Atipaq

1,504,451

Taripasqa Premio Atipaq

#111886 nisqapaq Premio Kayninta Taripay

A' Design Award ukhupi Qhaway Prensa Willakuy Premio Unanchay

Llinphikuna

Diseñomanta

Call Center Rimanakuy Plataforma nisqamanta

Call Center nisqaqa huk rimanakuy plataforman, huk bancopa contact center nisqanpaq ruwasqa. Kay plataformaqa agentekunata yanapan clientekunawan rimanakuypi hinallataq chat mañakuykunapipas. Sapa waqyanakuy ñawpaqta, chawpinpi, tukukuyninpiwan clientekunapa munasqankuta t'aqwirikun, chaymi askha sasachakuykunata qallariyninpi allchakun, mana musuq waqyanakuy kaptinpas. Kikin serviciukuna kanmi, hina celular aplicacionkuna, ATM nisqakuna, kunkawan kutichiq sistemakunapas. Agentekunataqa dashboards nisqakunawan analytics nisqakunawan pusarikun, sapa clienteta chiqan estacionman apanankupaq. Huk samana pantallaqa kallpachaq willakuykunata rikuchin waqyanakuykuna chawpipi. Kay plataformaqa tukuy nisqakunaman k'apaq kaynin, inglés simipi turco simipiwan tarikun.

Riqsichiy

A' Design Award Quri Premiu nisqamanta

Call Center Rimanakuy Plataforma A' Design Award Quri Premiu mishak kan, ancha jatun yupaychay, kayta ñawpak kallari, sumak shinallatak mancharina diseñukunaman kun. Quri mishak kashkakunaka mushuk yuyay achka, ñawpakta rikuk shinallatak achikyaska rurashkakunami, paykunata rurakkunapak yachayta, yuyayta shinallatak ushayta rikuchinku. Call Center Rimanakuy Plataforma ashtawan alabashka, mushuk ñankunata churak shinallatak hatun valorta kuk yuyay kanata munanku. Kay Quri Premiu japishka diseñuka hanak, yupaychashka rurashka kan, arti, siensia, diseñu shinallatak tekinolojía ñawpak ñankunata kichuk. Call Center Rimanakuy Plataforma munayta kallarichin, yuyayta kallarichin, ruraytapash kallarichin shinallatak kuyaychin.

Diseño Qhipanpi

Prensa Kit

Diseñadorpa quska créditos, llamk'aq runakunapas técnico willaykuna.

Sapaq Kayninkunamanta: 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.
Tupukuna & P'istuy: Responsive design, holistic design approach to corporate identity
Etiquetakuna: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Ruway Tecnología: 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
Diseño Sasachakuy: 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.
T'aqwiy: 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.
Kallpachay: 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
Llamk'ay Pacha: 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.
Purichiy Puriy: 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
Patentekuna: Copyrights belong to Akbank T.A.Ş, 2020
Huñu Runakuna: Akbank Design Studio and Service Design team
Siq'i Hayñikuna: 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.