Call Center Plataforma de Comunicação por Akbank Design Studio and Service Design

O design Call Center Plataforma de Comunicação por Akbank Design Studio and Service Design é um vencedor altamente estimado do prestigioso 2021 A' Design Award de Ouro na Categoria de Competição Design de Interface, Interação e Experiência do Utilizador.

OuroInterface· 2021

Call Center Plataforma de Comunicação

por Akbank Design Studio and Service Design

Cliente: Akbank

Vencedor do A' Design Award de Ouro na Categoria Interface

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Cores

O Design

Sobre Call Center Plataforma de Comunicação

O Call Center é uma plataforma de comunicação desenvolvida para o centro de atendimento de um banco. A plataforma apoia os atendentes durante as chamadas e as solicitações por chat dos clientes. As necessidades dos clientes são analisadas antes, durante e após cada chamada, de modo que muitos problemas são resolvidos na origem, sem a necessidade de um novo contato. Estão incluídos canais de autoatendimento, como aplicativos móveis, caixas eletrônicos e sistemas de resposta por voz. Os atendentes são orientados por painéis e análises que direcionam cada cliente à estação adequada. Uma tela de pausa exibe mensagens motivacionais entre as chamadas. A plataforma é responsiva e está disponível em inglês e turco.

O Reconhecimento

Sobre o A' Design Award de Ouro

Call Center Plataforma de Comunicação conquistou o A' Design Award de Ouro, um reconhecimento imensamente prestigiado atribuído a designs de primeira linha, maravilhosos e notáveis. Os vencedores do Ouro são criações extremamente inovadoras, visionárias e glamorosamente deslumbrantes, que refletem o prodígio, a sabedoria e a proeza dos seus designers. Espera-se que Call Center Plataforma de Comunicação seja uma invenção muito elogiada, pioneira e monumental, que oferece um valor sem precedentes. Este design vencedor do A' Design Award de Ouro é um projeto espetacular e respeitado, que beneficia muito e faz avançar as fronteiras da arte, da ciência, do design e da tecnologia. Call Center Plataforma de Comunicação cria sentimentos intensos de desejo, evoca paixão, incentiva a criatividade e fascina-nos.

Por Trás do Design

Kit de Imprensa

Créditos, membros da equipa e detalhes técnicos fornecidos pelo designer.

Propriedades Únicas: 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.
Dimensões e Embalagem: Responsive design, holistic design approach to corporate identity
Etiquetas: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tecnologia de Produção: 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
Desafio de Design: 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.
Pesquisa: 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.
Inspiração: 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
Duração do Projeto: 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.
Fluxo de Operação: 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
Patentes: Copyrights belong to Akbank T.A.Ş, 2020
Membros da Equipa: Akbank Design Studio and Service Design team
Créditos de Imagem: 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.