Call Center Platfòm Kominikasyon pa Akbank Design Studio and Service Design

Dizayn Call Center Platfòm Kominikasyon pa Akbank Design Studio and Service Design se yon gayan ki gen anpil estim nan konpetisyon trè prestijye 2021 A' Design Award Lò nan Kategori Konpetisyon Entèfas.

LòEntèfas· 2021

Call Center Platfòm Kominikasyon

pa Akbank Design Studio and Service Design

Kliyan: Akbank

Gayan A' Design Award Lò nan Kategori Entèfas

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Verifye Estati Pri pou #111886

Gade sou A' Design Award Kominike Laprès Badj Prim

Koulè

Konsepsyon an

Konsènan Call Center Platfòm Kominikasyon

Call Center se yon platfòm kominikasyon ki fèt pou yon sant kontak bank. Platfòm nan sipòte ajan yo pandan apèl kliyan ak demann chat yo. Bezwen kliyan yo analize anvan, pandan ak apre chak apèl, kidonk anpil pwoblèm rezoud nan sous la san yon nouvo apèl. Kanal sèvis endepandan tankou aplikasyon mobil, ATM ak sistèm repons vokal enkli ladan l. Ajan yo gide pa tablo bò ak analitik ki dirije chak kliyan nan bon estasyon an. Yon ekran poz montre mesaj motivasyon ant apèl yo. Platfòm nan reponn a tout ekran epi li disponib an anglè ak an tik.

Rekonesans lan

Konsènan A' Design Award Lò

Call Center Platfòm Kominikasyon se yon ganyan A' Design Award Lò, yon rekonesans imans prestijye yo bay design premye klas, mèvèye e eksepsyonèl. Ganyan Lò yo se kreyasyon ki trè inovatè, vizyonè e ki briye ak bèl bagay, ki reflete jeni, sajès ak mèt konpetans designer yo. Yo atann Call Center Platfòm Kominikasyon pou se yon envansyon ki fè anpil lwanj, ki bay tandans e monimantal ki delivre yon valè san parèy. Design sa a ki ganyen A' Design Award Lò se yon pwojè espektakilè, respekte ki pote anpil benefis e ki pouse limit atizay, syans, design ak teknoloji. Call Center Platfòm Kominikasyon kreye santiman dezi ki entans, li reveye pasyon, li ankouraje kreyativite e li fasine nou.

Dèyè Konsepsyon an

Dosye Laprès

Kredi, manm ekip ak detay teknik konseptè a bay.

Pwopriyete Inik: 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.
Dimansyon & Anbalaj: Responsive design, holistic design approach to corporate identity
Etikèt: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Teknoloji Pwodiksyon: 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
Defi Dizayn: 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.
Rechèch: 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.
Enspirasyon: 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
Dire Pwojè: 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.
Fliks Operasyon: 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
Patant: Copyrights belong to Akbank T.A.Ş, 2020
Manm Ekip: Akbank Design Studio and Service Design team
Kredi Imaj: 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.