Call Center Lub Chaw Sib Txuas Lus by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 A' Design Award Kub in Tsim Kev Sib Txuas, Kev Sib Cuam Tshuam thiab Kev Siv Neeg Competition Category.
KubKev Sib Txuas· 2021
Call Center Lub Chaw Sib Txuas Lus
by Akbank Design Studio and Service Design
Client: Akbank
A' Design Award Kub Winner in Kev Sib Txuas Category
Verified Award Winner
Verify Award Status for #111886The Design
About Call Center Lub Chaw Sib Txuas Lus
Call Center yog ib lub chaw sib txuas lus uas tsim rau ib lub tuam txhab nyiaj txiag qhov chaw tiv tauj neeg siv khoom. Lub platform no pab cov neeg ua haujlwm thaum lawv teb xov tooj thiab teb cov lus sib tham nrog cov neeg siv khoom. Cov kev xav tau ntawm cov neeg siv khoom raug tshuaj xyuas ua ntej, thaum lub sijhawm thiab tom qab txhua qhov kev hu xov tooj, yog li ntau yam teeb meem raug daws ntawm qhov chaw pib tsis tas yuav hu dua tshiab. Cov kev pabcuam uas tus kheej ua tau xws li cov mobile application, ATM thiab cov systems teb lus suab kuj muaj nrog rau. Cov neeg ua haujlwm raug coj kev los ntawm cov dashboard thiab cov kev tshuaj xyuas ntaub ntawv uas coj txhua tus neeg siv khoom mus rau qhov chaw yog. Muaj ib daim ntxaij vab tshaus so uas qhia cov lus txhawb siab thaum nruab nrab ntawm cov kev hu xov tooj. Lub platform no hloov tau raws li lub vijtsam thiab muaj ua lus Askiv thiab lus Turkish.
The Recognition
About the A' Design Award Kub
Call Center Lub Chaw Sib Txuas Lus yog tus yeej ntawm A' Design Award Kub, ib qho kev lees paub muaj meej mom heev uas muab rau cov qauv tsim qib ib, zoo kawg nkaus thiab tshwj xeeb. Cov neeg yeej Kub yog cov khoom tsim tshiab heev, pom deb heev thiab ci ntsa iab uas qhia txog kev txawj ntse, kev txawj thiab lub zog ntawm cov kws tsim qauv. Call Center Lub Chaw Sib Txuas Lus xav tias yuav yog ib qho kev tsim uas tau txais kev qhuas ntau, tsim kev nyiam tshiab thiab loj uas ua rau muaj nqi tsis tau muaj dua. Cov qauv tsim yeej A' Design Award Kub no yog ib qho haujlwm zoo kawg nkaus thiab muaj kev hwm uas pab tau ntau thiab nthuav dav ciam teb ntawm kev kos duab, kev tshawb fawb, kev tsim qauv thiab thev naus laus zis. Call Center Lub Chaw Sib Txuas Lus ua rau muaj kev xav tau heev, txhawb kev mob siab, txhawb kev tsim tshiab thiab ua rau peb xav tsis thoob.
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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