FOR IMMEDIATE RELEASE

Akbank Design Studio's Call Center: Revolutionizing Customer Communication

Akbank Design Studio - Staff Channels has unveiled a groundbreaking project, the Call Center, aimed at transforming customer communication. The project, initiated in March 2019 in Istanbul and first released in June 2020, is an ongoing process with updates to meet new needs.

The Call Center is a proactive, fast, and intelligent customer communication and sales tool that provides quick solutions, better quality services, and an intuitive experience designed to motivate staff and encourage team collaboration. It is a part of Akbank's new vision, transforming the Customer Contact Center into an "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels.

With a focus on enhancing the customer and staff experience across all channels, the Call Center aims to make customer communication fast, intelligent, value-based, and simple. It offers proactive solutions, not only during the call but also before and after, effectively solving customer problems at the source without creating a new call. The platform also extends its innovative approach to self-service channels such as mobile, ATM, and IVR, creating new experiences for users.

The project is realized using a holistic design approach to corporate identity, with responsive design and a range of design tools including Sketch, Principle, Illustrator, Invision, Zeplin, and Abstract. The Call Center is available for desktop in English and Turkish language versions, incorporating .net 4.5 MVC, Kendo UI, and Angular development tools.

Akbank Design Studio and Service Design team have been instrumental in the development of the Call Center, conducting in-depth interviews with customers and staff users to determine needs and functions. The project's success is attributed to a wide range of research methods, including user interviews, card sorting, and design workshops, leading to the creation of personas and customer journey mappings. The team also conducted several user testing sessions to evaluate the design and observe user behaviors.

The Call Center has been recognized with the prestigious A' Design Award, receiving the Golden A' Design Award in Interface, Interaction, and User Experience Design in 2021. This accolade reflects the platform's remarkable impact on customer experience and satisfaction, setting new standards in design and technology.

-END-