Zelta Saskarne · 2021
Call Center Komunikācijas platforma
by Akbank Design Studio and Service Design
- Zelta balva A' Design Award 2021 in Saskarne
- CLIENT: Akbank
- Estimated Number of Design Views: 1,502,907
- Verification code 8CBA38ECD7 · Verify this award
Colors
About Call Center Komunikācijas platforma
Call Center ir komunikācijas platforma, kas izstrādāta bankas kontaktu centram. Platforma atbalsta aģentus klientu zvanu un tērzēšanas pieprasījumu laikā. Klientu vajadzības tiek analizētas pirms katra zvana, tā laikā un pēc tā, tāpēc daudzas problēmas tiek atrisinātas jau to rašanās vietā bez jauna zvana. Ir iekļauti pašapkalpošanās kanāli, piemēram, mobilās lietotnes, bankomāti un balss atbildes sistēmas. Aģentus vada informācijas paneļi un analītika, kas novirza katru klientu uz pareizo staciju. Pauzes ekrāns starp zvaniem rāda motivējošus ziņojumus. Platforma ir responsīva un pieejama angļu un turku valodā.
About the Zelta balva A' Design Award
Call Center Komunikācijas platforma ir Zelta balvas A' Design Award ieguvējs, ārkārtīgi prestiža atzinība, ko piešķir pirmšķirīgiem, brīnišķīgiem un izciliem dizainiem. Zelta ieguvēji ir ļoti inovatīvi, tālredzīgi un žilbinoši spoži darbi, kas atspoguļo to dizaineru talantu, gudrību un meistarību. Sagaidāms, ka Call Center Komunikācijas platforma būs ļoti slavēts, tendenci veidojošs un monumentāls izgudrojums, kas sniedz nebijušu vērtību. Šis ar Zelta balvu apbalvotais dizains ir lielisks, cienīts projekts, kas paplašina mākslas, zinātnes, dizaina un tehnoloģiju robežas. Call Center Komunikācijas platforma izraisa intensīvu vēlmi, modina kaislību, veicina radošumu un valdzina.
Press Kit
- 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
- 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.
