Call Center Faʻavae o Fesoʻotaʻiga e Akbank Design Studio and Service Design

O le mamanu Call Center Faʻavae o Fesoʻotaʻiga e Akbank Design Studio and Service Design o se manumalo maualuga tele o le fa'ailoga mamalu 2021 A' Design Award Auro i le Vaega Tauva Mamanu Fa'asavali.

AuroFa'asavali· 2021

Call Center Faʻavae o Fesoʻotaʻiga

na mamanuina e Akbank Design Studio and Service Design

Tagata Fa'atau: Akbank

Manumalo o le A' Design Award Auro i le Vaega Fa'asavali

1,504,451

Manumalo Fa'ailoga Fa'amaonia

Fa'amaonia le Tulaga o le Fa'ailoga mo #111886

Va'ai i le A' Design Award Fa'asalalauga Pailesi o le Fa'ailoga

Lanu

Le Mamanu

E Uiga ia Call Center Faʻavae o Fesoʻotaʻiga

O le Call Center o se faʻavae o fesoʻotaʻiga ua fuafuaina mo le nofoaga tutotonu o fesoʻotaʻiga a le faletupe. E lagolagoina e le faʻavae le au fai galuega i taimi o telefoni ma talosaga talanoa a tagata faʻatau. E suʻesuʻeina manaʻoga o tagata faʻatau aʻo leʻi faia, i le taimi, ma pe a maeʻa telefoni taʻitasi, o lea e foia ai le tele o faʻafitauli i le amataga e aunoa ma se telefoni fou. E aofia ai auala e tautua ai le tagata lava ia e pei o polokalama telefoni feaveaʻi, ATM ma faiga tali leo. E taʻitaʻia le au fai galuega e laulau faʻamatalaga ma suʻesuʻega e faʻasino ai tagata faʻatau taʻitasi i le nofoaga saʻo. O se lau mālōlō e faʻaalia ai feʻau faʻamalosi i le va o telefoni. O le faʻavae e fetuutuunaʻi ma e maua i le gagana Peretania ma le gagana Take.

Le Fa'ailogaina

E Uiga i le A' Design Award Auro

O le A' Design Award Auro na manumalo ai Call Center Faʻavae o Fesoʻotaʻiga, o se faamaoniga matuā mamalu e tuuina atu i mamanu o le tulaga muamua, matagofie ma maoaʻe. O ē manumalo i le Auro o galuega fou tele, matuā vaai i le lumanaʻi ma susulu e faaalia ai le atamai, le poto ma le tomai o tagata mamanu. E faamoemoeina Call Center Faʻavae o Fesoʻotaʻiga e avea ma mea fou e matuā vivii, e faatulaga ai uiga fou ma tetele, e tuuina mai ai se tau e leʻi iai muamua. O lenei mamanu na manumalo i le A' Design Award Auro o se galuega ofoofogia, ua faaaloalogia, e aogā tele ma tuleia atu tapulaʻa o le faatufugaga, saienisi, mamanu ma tekonolosi. Call Center Faʻavae o Fesoʻotaʻiga e fatuina ai lagona malosi o le manaʻo, faaosofia le tuinanau, faalauiloa le fatufatuaʻi ma faamalosia i tatou.

I Tua o le Mamanu

Pepa Fa'asalalau

Fa'amaoniaga, sui o le 'au ma fa'amatalaga fa'atekinisi na saunia e le tagata mamanu.

Uiga Fa'apitoa: 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.
Fua & Fa'apipi'i: Responsive design, holistic design approach to corporate identity
Fa'ailoga: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tekonolosi Gaosiga: 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
Lu'itau o le Mamanu: 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.
Su'esu'ega: 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.
Fa'aosofia: 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
Umi o le Poloketi: 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.
Fa'agasologa o Galuega: 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
Pateni: Copyrights belong to Akbank T.A.Ş, 2020
Sui o le 'Au: Akbank Design Studio and Service Design team
Fa'aaloaloga o Ata: 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.