Aur Interfàcia · 2021
Call Center Plataforma de Comunicacion
by Akbank Design Studio and Service Design
- A' Design Award d'Aur 2021 in Interfàcia
- CLIENT: Akbank
- Estimated Number of Design Views: 1,502,907
- Verification code 8CBA38ECD7 · Verify this award
Colors
About Call Center Plataforma de Comunicacion
Call Center es una plataforma de comunicacion concebuda per un centre de contacte bancari. La plataforma sosten los agents pendent las telefonadas dels clients e las demandas de chat. Los besonhs dels clients son analisats abans, pendent e aprèp cada sonada, atal fòrça problèmas son resolguts a la font sens una nòva sonada. Los canals d'autoservici coma las aplicacions mobilas, los distribuidors automatics (ATM) e los sistèmas de responsa vocala son incluses. Los agents son guidats per de tablèus de bòrd e d'analiticas que dirigisson cada client cap a l'estacion adequata. Un ecran de pausa mòstra de messatges de motivacion entre las sonadas. La plataforma es responsiva e disponibla en anglés e en turc.
About the A' Design Award d'Aur
Call Center Plataforma de Comunicacion a ganhat la distincion A' Design Award d'Aur, una reconeissença immensament prestigiosa acordada a de designs de primièra qualitat, meravilhoses e excellents. Los ganhaires de l'Aur son de creacions extrèmament innovantas, visionàrias e esbleugissentas, que reflectisson lo prodigi, la sabença e la proeça de lors designers. S'espèra que Call Center Plataforma de Comunicacion siá una invencion fòrça lausada, que dintra de tendéncias e monumentala, que provesís un valor sens precedent. Aqueste design ganhaire de la distincion A' Design Award d'Aur es un projècte espectaclós e respectat, que fa un grand ben e fa avançar las frontièras de l'art, de la sciéncia, del design e de la tecnologia. Call Center Plataforma de Comunicacion crea de sentiments intensos de desirs, evòca la passion, encoratja la creativitat e fascina.
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.
