Call Center Kommunikationsplattform av Akbank Design Studio and Service Design

Designen Call Center Kommunikationsplattform av Akbank Design Studio and Service Design är en högt ansedd vinnare av den mycket prestigefyllda 2021 A' Design Award i Guld i tävlingskategorin Gränssnitts-, Interaktions- och Användarupplevelsedesign.

GuldGränssnitt· 2021

Call Center Kommunikationsplattform

av Akbank Design Studio and Service Design

Klient: Akbank

Vinnare av A' Design Award i Guld i kategorin Gränssnitt

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Färger

Designen

Om Call Center Kommunikationsplattform

Call Center är en kommunikationsplattform designad för en banks kundcenter. Plattformen stödjer handläggare under kundsamtal och chattförfrågningar. Kundernas behov analyseras före, under och efter varje samtal, så att många problem löses vid källan utan att ett nytt samtal behövs. Självbetjäningskanaler som mobilapplikationer, uttagsautomater och röststyrda svarssystem ingår. Handläggarna vägleds av instrumentpaneler och analysverktyg som dirigerar varje kund till rätt station. En pausskärm visar motiverande meddelanden mellan samtalen. Plattformen är responsiv och tillgänglig på engelska och turkiska.

Erkännandet

Om A' Design Award i Guld

Call Center Kommunikationsplattform är vinnare av A' Design Award i Guld, ett oerhört prestigefyllt erkännande som tilldelas förstklassiga, underbara och enastående designverk. Guldvinnare är utomordentligt innovativa, visionära och glamoröst bländande skapelser som speglar sina formgivares briljans, visdom och skicklighet. Call Center Kommunikationsplattform förväntas vara en högt prisad, trendsättande och monumental uppfinning som levererar oöverträffat värde. Detta vinnande verk i A' Design Award i Guld är ett spektakulärt, respekterat projekt som i hög grad gagnar och flyttar fram gränserna för konst, vetenskap, design och teknik. Call Center Kommunikationsplattform skapar intensiva känslor av längtan, väcker passion, uppmuntrar kreativitet och fascinerar oss.

Bakom designen

Presskit

Erkännanden, teammedlemmar och tekniska detaljer tillhandahållna av designern.

Unika egenskaper: 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.
Dimensioner & förpackning: Responsive design, holistic design approach to corporate identity
Taggar: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Produktionsteknik: 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
Designutmaning: 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.
Forskning: 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
Projektlängd: 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.
Arbetsflöde: 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
Patent: Copyrights belong to Akbank T.A.Ş, 2020
Teammedlemmar: Akbank Design Studio and Service Design team
Bildkrediteringar: 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.