Call Center Platform Komunikasi ku Akbank Design Studio and Service Design

Karya Call Center Platform Komunikasi ku Akbank Design Studio and Service Design nyaéta pamenang anu dihormat pisan tina 2021 A' Design Award Emas anu bergengsi dina Katégori Kompetisi Antarmuka.

EmasAntarmuka· 2021

Call Center Platform Komunikasi

ku Akbank Design Studio and Service Design

Klién: Akbank

Pamenang A' Design Award Emas dina Katégori Antarmuka

1,504,451

Pamenang Panghargaan anu Diverifikasi

Verifikasi Status Panghargaan pikeun #111886

Tingali di A' Design Award Siaran Pers Lencana Panghargaan

Warna

Désain

Ngeunaan Call Center Platform Komunikasi

Call Center nyaéta platform komunikasi anu dirancang pikeun contact center bank. Platform ieu ngarojong para agén salila telepon jeung pamundut chat ti nasabah. Kabutuhan nasabah dianalisis saméméh, salila, jeung sanggeus unggal telepon, ku kituna loba masalah bisa diréngsékeun langsung dina sumberna tanpa perlu telepon anyar. Kanal layanan mandiri saperti aplikasi mobile, ATM, jeung sistem réspon sora ogé kaasup di jerona. Para agén dipandu ku dashboard jeung analitik anu ngarahkeun unggal nasabah ka stasiun anu pas. Layar reureuh nembongkeun pesen motivasi di antara telepon. Platform ieu résponsif sarta sadia dina basa Inggris jeung Turki.

Pangakuan

Ngeunaan A' Design Award Emas

Call Center Platform Komunikasi mangrupa juara A' Design Award Emas, pangakuan anu pohara bergengsi anu dipasihkeun ka desain kelas kahiji, ngaranjing jeung unggul. Para juara Emas téh kréasi anu pohara inovatif, visionér jeung matak ngacung anu ngagambarkeun kajeniusan, hikmah jeung kaahlian para désainerna. Call Center Platform Komunikasi diharepkeun jadi panemuan anu pohara dipuji, pelopor tren, sarta monumental anu méré nilai anu can kungsi aya. Desain juara A' Design Award Emas ieu mangrupa proyék spéktakulér tur dihormat anu pohara mangpaatna sarta ngamajukeun watesan seni, élmu, desain jeung téknologi. Call Center Platform Komunikasi nyiptakeun rasa hayang anu kuat, ngahudang gairah, ngadorong kréativitas, jeung ngagumkeun urang.

Di Balik Désain

Kit Pers

Krédit, anggota tim sareng detil téknis anu disayogikeun ku désainer.

Sipat Unik: 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.
Diménsi & Bungkusan: Responsive design, holistic design approach to corporate identity
Tag: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Téknologi Produksi: 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
Tantangan Desain: 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.
Panalungtikan: 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.
Inspirasi: 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
Durasi Proyék: 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.
Alur Operasi: 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
Patén: Copyrights belong to Akbank T.A.Ş, 2020
Anggota Tim: Akbank Design Studio and Service Design team
Krédit Gambar: 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.