Or Interfície · 2021
Call Center Plataforma de Comunicació
by Akbank Design Studio and Service Design
- A' Design Award d'Or 2021 in Interfície
- CLIENT: Akbank
- Estimated Number of Design Views: 1,502,907
- Verification code 8CBA38ECD7 · Verify this award
Colors
About Call Center Plataforma de Comunicació
Call Center és una plataforma de comunicació dissenyada per al centre de contacte d'un banc. La plataforma dona suport als agents durant les trucades de clients i les sol·licituds de xat. Les necessitats dels clients s'analitzen abans, durant i després de cada trucada, de manera que molts problemes es resolen a l'origen sense necessitat d'una nova trucada. S'hi inclouen canals d'autoservei com ara aplicacions mòbils, caixers automàtics i sistemes de resposta de veu. Els agents són guiats per taulers de control i analítiques que dirigeixen cada client a l'estació adequada. Una pantalla de pausa mostra missatges de motivació entre trucades. La plataforma és adaptativa i està disponible en anglès i turc.
About the A' Design Award d'Or
Call Center Plataforma de Comunicació és un guanyador del guardó A' Design Award d'Or, un reconeixement immensament prestigiós concedit a dissenys de primera categoria, meravellosos i extraordinaris. Els guanyadors d'Or són creacions summament innovadores, molt visionàries i gloriosament enlluernadores que reflecteixen el prodigi, la saviesa i la destresa dels seus dissenyadors. Es preveu que Call Center Plataforma de Comunicació sigui un invent molt elogiat, pioner en tendències i monumental, que aporta un valor sense precedents. Aquest disseny guanyador del guardó A' Design Award d'Or és un projecte espectacular i respectat que beneficia molt i fa avançar els límits de l'art, la ciència, el disseny i la tecnologia. Call Center Plataforma de Comunicació crea sentiments intensos de desig, evoca passió, fomenta la creativitat i ens fascina.
Press Kit
- Unique Properties
- 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. - Dimensions & Packaging
- Responsive design, holistic design approach to corporate identity
- Tags
- Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
- Production Technology
- 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
- Design Challenge
- 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.
- Research
- 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.
- Inspiration
- 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
- Project Duration
- 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.
- Operation Flow
- 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
- Patents
- Copyrights belong to Akbank T.A.Ş, 2020
- Image Credits
- 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.
