Akbank Design Studio and Service Design طرفان Call Center ڪميونيڪيشن پليٽ فارم انتهائي معتبر 2021 A' Design Award سون انعام جو فاتح آهي انٽرفيس، تعامل ۽ صارف تجربو ڊيزائن مقابلي جي درجي ۾.
سونانٽرفيس· 2021
Call Center ڪميونيڪيشن پليٽ فارم
Akbank Design Studio and Service Design طرفان
ڪلائنٽ: Akbank
انٽرفيس درجي ۾ A' Design Award سون انعام فاتح
تصديق ٿيل ايوارڊ فاتح
ڊزائين #111886 لاءِ ايوارڊ جي حيثيت جي تصديق ڪريوڊزائن
Call Center ڪميونيڪيشن پليٽ فارم بابت
ڪال سينٽر هڪ ڪميونيڪيشن پليٽ فارم آهي جيڪو بئنڪ جي رابطي واري مرڪز لاءِ ڊزائين ڪيو ويو آهي. هي پليٽ فارم گراهڪن جي ڪالن ۽ چيٽ جي درخواستن دوران ايجنٽن جي مدد ڪري ٿو. هر ڪال کان اڳ، دوران ۽ پوءِ گراهڪن جي ضرورتن جو تجزيو ڪيو وڃي ٿو، ان ڪري ڪيترائي مسئلا نئين ڪال کان سواءِ ئي بنيادي سطح تي حل ٿي وڃن ٿا. سيلف سروس چينل جهڙوڪ موبائل ايپليڪيشنون، اي ٽي ايم ۽ صوتي جواب وارا نظام پڻ شامل آهن. ايجنٽن جي رهنمائي ڊيش بورڊز ۽ تجزين ذريعي ڪئي وڃي ٿي جيڪي هر گراهڪ کي صحيح اسٽيشن ڏانهن موڪلين ٿا. ڪالن جي وچ ۾ هڪ وقفي واري اسڪرين تي حوصلا افزائي وارا پيغام ڏيکاريا وڃن ٿا. هي پليٽ فارم رسپانسو آهي ۽ انگريزي ۽ ترڪي ٻولين ۾ دستياب آهي.
سڃاڻپ
A' Design Award سون انعام بابت
Call Center ڪميونيڪيشن پليٽ فارم A' Design Award سون انعام جو کٽيندڙ آهي، انتهائي معزز اعتراف جيڪو پهرين درجي جي، شاندار ۽ نمايان ڊيزائنن کي ڏنو وڃي ٿو. سون جا کٽيندڙ انتهائي جدت واريون، تمام گهڻي بصيرت واريون ۽ شاندار طرح اکيون خيره ڪندڙ تخليقون آهن، جيڪي پنهنجي ڊيزائنرن جي عبقريت، حڪمت ۽ مهارت جي عڪاسي ڪن ٿيون. Call Center ڪميونيڪيشن پليٽ فارم کان اميد ڪئي وڃي ٿي ته اهو هڪ تمام گهڻو ساراهيل، رجحان ساز ۽ يادگار ايجاد هوندو جيڪو بي مثال قدر پيش ڪري ٿو. هي ڊيزائن جنهن A' Design Award سون انعام کٽيو آهي، هڪ شاندار، محترم منصوبو آهي جيڪو فن، سائنس، ڊيزائن ۽ ٽيڪنالاجي جون حدون تمام گهڻي فائدي سان وڌائي ٿو. Call Center ڪميونيڪيشن پليٽ فارم شديد خواهش جا جذبا پيدا ڪري ٿو، جوش جاڳائي ٿو، تخليقيت کي همٿائي ٿو ۽ اسان کي مسحور ڪري ٿو.
ڊزائن جي پسمنظر
پريس ڪِٽ
ڊزائنر طرفان فراهم ڪيل ڪريڊٽس، ٽيم ميمبرز ۽ ٽيڪنيڪل تفصيلات.
- منفرد خاصيتون
- 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. - ماپ ۽ پيڪيجنگ
- Responsive design, holistic design approach to corporate identity
- ٽيگ
- Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
- پيداواري ٽيڪنالاجي
- 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
- ڊزائين چيلينج
- 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.
- تحقيق
- 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.
- الهام
- 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
- منصوبي جو عرصو
- 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.
- عمل جو فلو
- 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
- پيٽنٽ
- Copyrights belong to Akbank T.A.Ş, 2020
- ٽيم ميمبر
- Akbank Design Studio and Service Design team
- تصوير ڪريڊٽ
- 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.
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