Call Center Pjattaforma ta' Komunikazzjoni minn Akbank Design Studio and Service Design

Id-disinn Call Center Pjattaforma ta' Komunikazzjoni minn Akbank Design Studio and Service Design huwa rebbieħ stmat ħafna tal-prestiġjuż 2021 Premju A' Design Award tad-Deheb fil-Kategorija tal-Kompetizzjoni ta' Disinn tal-Interfaċċa, Interazzjoni u Esperjenza tal-Utent.

DehebInterfaċċa· 2021

Call Center Pjattaforma ta' Komunikazzjoni

minn Akbank Design Studio and Service Design

Klijent: Akbank

Rebbieħ tal-Premju A' Design Award tad-Deheb fil-Kategorija ta' Interfaċċa

1,504,451

Rebbieħ ta' Premju Ivverifikat

Ivverifika l-Istatus tal-Premju għal #111886

Ara fuq A' Design Award Stqarrija għall-Istampa Badge tal-Premju

Kuluri

Id-Disinn

Dwar Call Center Pjattaforma ta' Komunikazzjoni

Call Center hija pjattaforma ta' komunikazzjoni ddisinjata għal ċentru ta' kuntatt ta' bank. Il-pjattaforma tappoġġja lill-aġenti waqt telefonati mal-klijenti u talbiet ta' chat. Il-ħtiġijiet tal-klijenti jiġu analizzati qabel, waqt u wara kull telefonata, biex b'hekk ħafna problemi jiġu solvuti fis-sors mingħajr il-ħtieġa ta' telefonata ġdida. Huma inklużi kanali ta' self-service bħal applikazzjonijiet mobbli, ATMs u sistemi ta' rispons bil-vuċi. L-aġenti jiġu ggwidati permezz ta' dashboards u analitika li jidderieġu lil kull klijent lejn l-istazzjon it-tajjeb. Skrin ta' pawża juri messaġġi ta' motivazzjoni bejn it-telefonati. Il-pjattaforma hija responsiva u disponibbli bl-Ingliż u bit-Tork.

Ir-Rikonoxximent

Dwar il-Premju A' Design Award tad-Deheb

Call Center Pjattaforma ta' Komunikazzjoni huwa rebbieħ tal-Premju A' Design Award tad-Deheb, rikonoxximent prestiġjuż ħafna mogħti lil disinji tal-ewwel klassi, mill-isbaħ u eċċellenti. Ir-rebbieħa tad-Deheb huma ħolqien innovattiv ħafna, b'viżjoni u li jleqqu b'mod li jgħammex, li jirriflettu t-talent, l-għerf u l-ħila tad-disinjaturi tagħhom. Huwa mistenni li Call Center Pjattaforma ta' Komunikazzjoni ikun invenzjoni mfaħħra ħafna, li tistabbilixxi x-xejriet u monumentali li tagħti valur bla preċedent. Dan id-disinn rebbieħ tad-Deheb huwa proġett spettakolari u rispettat li jwessa' l-fruntieri tal-arti, ix-xjenza, id-disinn u t-teknoloġija. Call Center Pjattaforma ta' Komunikazzjoni joħloq xewqa qawwija, iqajjem il-passjoni, iħeġġeġ il-kreattività u jisħer lilna.

Wara d-Disinn

Kit għall-Istampa

Krediti, membri tat-tim u dettalji tekniċi pprovduti mid-disinjatur.

Proprjetajiet Uniċi: 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.
Dimensjonijiet u Ippakkjar: Responsive design, holistic design approach to corporate identity
Tikketti: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Teknoloġija tal-Produzzjoni: 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
Sfida tad-Disinn: 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.
Riċerka: 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.
Ispirazzjoni: 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
Tul tal-Proġett: 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.
Fluss tal-Operazzjoni: 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
Privattivi: Copyrights belong to Akbank T.A.Ş, 2020
Membri tat-Tim: Akbank Design Studio and Service Design team
Krediti tal-Immaġni: 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.