Akbank Design Studio and Service Design diseinatzailearen Call Center Komunikazio Plataforma

Akbank Design Studio and Service Design diseinatzailearen Call Center Komunikazio Plataforma lana 2021 Urrezko Saria A' Design Award sari ospetsuaren irabazle bikaina da Interfaze, Elkarrekintza eta Erabiltzaile Esperientzia Diseinua Lehiaketa Kategorian.

UrreInterfazea· 2021

Call Center Komunikazio Plataforma

diseinatzailea: Akbank Design Studio and Service Design

Bezeroa: Akbank

Urrezko Saria A' Design Award Irabazlea Interfazea Kategorian

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Egiaztatutako Sari Irabazlea

#111886 Sariaren Egoera Egiaztatu

A' Design Award-en Ikusi Prentsa-oharra Sari-bereizgarria

Koloreak

Diseinua

Call Center Komunikazio Plataforma Diseinuari Buruz

Call Center banku baten kontaktu zentro baterako diseinatutako komunikazio plataforma bat da. Plataformak agenteei laguntza ematen die bezeroen deietan eta txat eskaeretan. Bezeroen beharrak dei bakoitzaren aurretik, bitartean eta ondoren aztertzen dira, eta horrela arazo asko jatorrian bertan konpontzen dira dei berri baten beharrik gabe. Autozerbitzu kanalak ere barne hartzen dira, hala nola aplikazio mugikorrak, kutxazain automatikoak eta ahots erantzun sistemak. Agenteak aginte-panelen eta analitiken bidez gidatzen dira, bezero bakoitza estazio egokira bideratzeko. Pausa pantaila batek motibazio mezuak erakusten ditu deien artean. Plataforma moldagarria da eta ingelesez eta turkieraz dago eskuragarri.

Aintzatespena

Urrezko Saria A' Design Award Sariari Buruz

Call Center Komunikazio Plataforma Urrezko Saria A' Design Award irabazlea da, lehen mailako, zoragarriak eta nabarmenak diren diseinuei ematen zaien aitorpen izugarri prestijiotsua. Urre-mailako irabazleak berrikuntzaz beteriko, ikuspegi handiko eta distiraz liluragarriak diren sorkuntzak dira, beren diseinatzaileen genioa, jakituria eta trebetasuna islatzen dutenak. Call Center Komunikazio Plataforma oso goraipatua, joera-markatzailea eta monumentala den asmakizuna izatea espero da, balio aurrekaririk gabea eskaintzen duena. Urrezko Saria A' Design Award irabazi duen diseinu hau proiektu ikusgarri eta errespetatua da, artearen, zientziaren, diseinuaren eta teknologiaren mugak oso onuragarriro zabaltzen dituena. Call Center Komunikazio Plataforma desira-sentimendu biziak sortzen dituen, grina pizten duen, sormena bultzatzen duen eta liluratzen gaituen lana da.

Diseinuaren Atzean

Prentsa-kita

Diseinatzaileak emandako kredituak, taldekideak eta xehetasun teknikoak.

Propietate Bereziak: 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.
Neurriak eta Ontziratzea: Responsive design, holistic design approach to corporate identity
Etiketak: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Produkzio Teknologia: 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
Diseinu Erronka: 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.
Ikerketa: 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.
Inspirazioa: 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
Proiektuaren Iraupena: 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.
Eragiketa Fluxua: 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
Patenteak: Copyrights belong to Akbank T.A.Ş, 2020
Taldekideak: Akbank Design Studio and Service Design team
Irudi Kredituak: 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.