Call Center Kommunikaasjeplatfoarm troch Akbank Design Studio and Service Design

Call Center Kommunikaasjeplatfoarm troch Akbank Design Studio and Service Design is in heech wurdearre winner fan de tige prestizjeuze 2021 A' Design Award yn Goud yn de kompetysje-kategory Ynterface, Ynteraksje en Brûkersûnderfining Ûntwerp.

GoudYnterface· 2021

Call Center Kommunikaasjeplatfoarm

troch Akbank Design Studio and Service Design

Klant: Akbank

A' Design Award yn Goud Winner yn de kategory Ynterface

1,502,907

Ferifiearre Priiswinner

Ferifiearje Prisstatus foar #111886

Besjoch by A' Design Award Parseberjocht Priisbadge

Kleuren

It Untwerp

Oer Call Center Kommunikaasjeplatfoarm

Call Center is in kommunikaasjeplatfoarm ûntwurpen foar in kontaktsintrum fan in bank. It platfoarm stipet meiwurkers by klantpetearen en chatfersiken. De behoeften fan klanten wurde foarôfgeand oan, ûnder en nei elk petear analysearre, sadat in protte problemen by de boarne oplost wurde sûnder in nij petear. Selsbetsjinningskanalen lykas mobile applikaasjes, jildautomaten en spraakantwurdsystemen binne ynbegrepen. Meiwurkers wurde begelaat troch dashboards en analytyk dy't elke klant nei it goede stasjon liede. In pauzeskerm toant motivaasjeberjochten tusken de petearen troch. It platfoarm is responsyf en beskikber yn it Ingelsk en it Turksk.

De Erkenning

Oer de A' Design Award yn Goud

Call Center Kommunikaasjeplatfoarm is in winner fan de A' Design Award yn Goud, in ekstreem prestisjeuze erkenning foar earste-klas, prachtige en treflike ûntwerpen. Goudwinners binne tige ynnovative, fisionêre en glamoureus ferbjusterjende skeppings dy't it sjeny, de wiisheid en de feardigens fan har ûntwerpers wjerspegelje. Fan Call Center Kommunikaasjeplatfoarm wurdt ferwachte dat it in tige priizge, trendsettende en monumintale útfining is dy't unferlykbere wearde leveret. Dit winnende ûntwerp fan de A' Design Award yn Goud is in spektakulêr, respektearre projekt dat grutte foardielen bringt en de grinzen fan keunst, wittenskip, ûntwerp en technology ferleget. Call Center Kommunikaasjeplatfoarm makket yntinse gefoelens fan begearte, stekt passy oan, stimulearret kreativiteit en fassinearret ús.

Efter it Untwerp

Parsepakket

Credits, teamleden en technyske details levere troch de ûntwerper.

Unike Eigenskippen: 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.
Ofmjittingen & Ferpakking: Responsive design, holistic design approach to corporate identity
Labels: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Produksjetechnology: 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
Untwerpútdaging: 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.
Undersyk: 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.
Ynspiraasje: 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
Projektdoer: 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.
Operaasjestreamferrin: 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
Patinten: Copyrights belong to Akbank T.A.Ş, 2020
Teamleden: Akbank Design Studio and Service Design team
Ofbyldingskrediten: 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.