Call Center پلتفرم ارتباطی by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 جایزه طلایی A' Design Award in طراحی رابط کاربری، تعامل و تجربه کاربری Competition Category.
طلارابط کاربری· 2021
Call Center پلتفرم ارتباطی
by Akbank Design Studio and Service Design
Client: Akbank
جایزه طلایی A' Design Award Winner in رابط کاربری Category
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The Design
About Call Center پلتفرم ارتباطی
کال سنتر یک پلتفرم ارتباطی است که برای مرکز تماس یک بانک طراحی شده است. این پلتفرم کارشناسان را در طول تماس‌های مشتریان و درخواست‌های گفتگوی آنلاین پشتیبانی می‌کند. نیازهای مشتریان قبل، حین و پس از هر تماس تحلیل می‌شود، به همین دلیل بسیاری از مشکلات در همان مرحله اولیه و بدون نیاز به تماس مجدد حل می‌شوند. کانال‌های خودخدمت مانند اپلیکیشن‌های موبایل، دستگاه‌های خودپرداز و سیستم‌های پاسخگویی صوتی نیز در این پلتفرم گنجانده شده‌اند. کارشناسان از طریق داشبوردها و ابزارهای تحلیلی هدایت می‌شوند که هر مشتری را به ایستگاه مناسب راهنمایی می‌کنند. یک صفحه استراحت، پیام‌های انگیزشی را بین تماس‌ها نمایش می‌دهد. این پلتفرم واکنش‌گرا بوده و به زبان‌های انگلیسی و ترکی در دسترس است.
The Recognition
About the جایزه طلایی A' Design Award
Call Center پلتفرم ارتباطی برنده جایزه طلایی A' Design Award است، شناختی بسیار معتبر که به طراحی‌های درجه یک، شگفت‌انگیز و برجسته اعطا می‌شود. برندگان طلا آفرینش‌هایی بسیار نوآورانه، دوراندیش و خیره‌کننده‌اند که نبوغ، خرد و مهارت طراحان خود را بازمی‌تابانند. از Call Center پلتفرم ارتباطی انتظار می‌رود اختراعی بسیار ستوده، روندساز و ماندگار باشد که ارزشی بی‌سابقه عرضه می‌کند. این طراحی برنده جایزه طلایی A' Design Award پروژه‌ای خیره‌کننده و ارجمند است که سود فراوان می‌رساند و مرزهای هنر، علم، طراحی و فناوری را پیش می‌برد. Call Center پلتفرم ارتباطی احساسات شدید میل را پدید می‌آورد، شور را برمی‌انگیزد، خلاقیت را تشویق می‌کند و ما را شیفته می‌سازد.
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.
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