Call Center Plataforma de comunicación by Akbank Design Studio and Service Design

Call Center Plataforma de comunicación by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 A' Design Award de Oro in Diseño de Interfaz, Interacción y Experiencia de Usuario Competition Category.

OroInterfaz· 2021

Call Center Plataforma de comunicación

by Akbank Design Studio and Service Design

Client: Akbank

A' Design Award de Oro Winner in Interfaz Category

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Verified Award Winner
Verify Award Status for #111886

View at A' Design Award Press Release Award Badge

Colors

The Design

About Call Center Plataforma de comunicación

Call Center es una plataforma de comunicación diseñada para el centro de contacto de un banco. La plataforma asiste a los agentes durante las llamadas y las solicitudes de chat de los clientes. Las necesidades del cliente se analizan antes, durante y después de cada llamada, de modo que muchos problemas se resuelven en su origen sin necesidad de una nueva llamada. Se incluyen canales de autoservicio como aplicaciones móviles, cajeros automáticos y sistemas de respuesta de voz. Los agentes se guían mediante paneles de control y analíticas que dirigen a cada cliente a la estación adecuada. Una pantalla de pausa muestra mensajes de motivación entre llamadas. La plataforma es responsiva y está disponible en inglés y turco.

The Recognition

About the A' Design Award de Oro

Call Center Plataforma de comunicación ha ganado el A' Design Award de Oro, un reconocimiento inmensamente prestigioso concedido a diseños de primera categoría, maravillosos y sobresalientes. Los ganadores de Oro son creaciones sumamente innovadoras, visionarias y glamorosamente deslumbrantes que reflejan el prodigio, la sabiduría y la destreza de sus diseñadores. Se espera que Call Center Plataforma de comunicación sea una invención muy elogiada, pionera y monumental que aporta un valor sin precedentes. Este diseño ganador del A' Design Award de Oro es un proyecto espectacular y respetado que beneficia enormemente y hace avanzar las fronteras del arte, la ciencia, el diseño y la tecnología. Call Center Plataforma de comunicación crea intensos sentimientos de deseo, despierta la pasión, fomenta la creatividad y nos fascina.

Behind the Design

Press Kit

Credits, team members and technical details provided by the designer.

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
Team Members: Akbank Design Studio and Service Design team
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.