Zlata Vmesnik · 2021
Call Center Komunikacijska platforma
by Akbank Design Studio and Service Design
- Zlata nagrada A' Design Award 2021 in Vmesnik
- CLIENT: Akbank
- Estimated Number of Design Views: 1,502,907
- Verification code 8CBA38ECD7 · Verify this award
Colors
About Call Center Komunikacijska platforma
Call Center je komunikacijska platforma, zasnovana za kontaktni center banke. Platforma podpira agente med klici strank in zahtevami prek klepeta. Potrebe strank se analizirajo pred vsakim klicem, med njim in po njem, tako da se številne težave rešijo pri viru brez novega klica. Vključeni so samopostrežni kanali, kot so mobilne aplikacije, bankomati in sistemi glasovnega odzivanja. Agente vodijo nadzorne plošče in analitika, ki vsako stranko usmerijo na pravo postajo. Zaslon za premor med klici prikazuje motivacijska sporočila. Platforma je odzivna in na voljo v angleškem in turškem jeziku.
About the Zlata nagrada A' Design Award
Call Center Komunikacijska platforma je prejemnik Zlate nagrade A' Design Award, neizmerno prestižnega priznanja, ki se podeljuje prvovrstnim, čudovitim in izvrstnim oblikovanjem. Prejemniki Zlate nagrade so izjemno inovativne, vizionarske in bleščeče osupljive stvaritve, ki odražajo genij, modrost in mojstrstvo svojih oblikovalcev. Od Call Center Komunikacijska platforma se pričakuje, da bo zelo hvaljen, trende postavljajoč in monumentalen izum, ki prinaša brezprecedenčno vrednost. To oblikovanje, nagrajeno z Zlato nagrado A' Design Award, je spektakularno, spoštovano delo, ki v veliki meri koristi in premika meje umetnosti, znanosti, oblikovanja in tehnologije. Call Center Komunikacijska platforma ustvarja intenzivna čustva želje, prebuja strast, spodbuja ustvarjalnost in nas prevzame.
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.
