Call Center Plataporma ng Komunikasyon by Akbank Design Studio and Service Design

Call Center Plataporma ng Komunikasyon by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 A' Design Award na Ginto in Disenyo ng Interface, Interaksyon at Karanasan ng Gumagamit Competition Category.

GintoInterface· 2021

Call Center Plataporma ng Komunikasyon

by Akbank Design Studio and Service Design

Client: Akbank

A' Design Award na Ginto Winner in Interface Category

1,502,907
Verified Award Winner
Verify Award Status for #111886

View at A' Design Award Press Release Award Badge

Colors

The Design

About Call Center Plataporma ng Komunikasyon

Ang Call Center ay isang plataporma ng komunikasyon na idinisenyo para sa contact center ng isang bangko. Sinusuportahan ng plataporma ang mga ahente sa panahon ng mga tawag ng customer at mga kahilingan sa chat. Sinusuri ang mga pangangailangan ng customer bago, habang, at pagkatapos ng bawat tawag, kaya maraming problema ang nalulutas sa mismong pinagmulan nang hindi na kailangan ng panibagong tawag. Kasama rin ang mga self-service channel tulad ng mga mobile application, ATM, at voice response system. Ginagabayan ang mga ahente ng mga dashboard at analytics na nagdadala sa bawat customer sa tamang istasyon. May pause screen na nagpapakita ng mga mensahe ng motibasyon sa pagitan ng mga tawag. Ang plataporma ay responsive at makukuha sa wikang Ingles at Turkish.

The Recognition

About the A' Design Award na Ginto

Ang Call Center Plataporma ng Komunikasyon ay nagwagi ng A' Design Award na Ginto, isang napakaprestihiyosong pagkilalang iginagawad sa mga disenyong pangunahing-uri, kahanga-hanga at namumukod-tangi. Ang mga nagwagi ng Ginto ay mga likhang lubhang makabago, may pananaw at nakasisilaw sa karilagan na sumasalamin sa talino, karunungan at husay ng kanilang mga tagapagdisenyo. Inaasahang ang Call Center Plataporma ng Komunikasyon ay isang lubos na pinupuri, nagtatakda-ng-uso at monumental na imbensyon na naghahatid ng walang kapantay na halaga. Ang disenyong ito na nagwagi ng A' Design Award na Ginto ay isang kahanga-hanga at iginagalang na proyekto na lubos na nakikinabang at nagpapaunlad sa mga hangganan ng sining, agham, disenyo at teknolohiya. Ang Call Center Plataporma ng Komunikasyon ay lumilikha ng matinding damdamin ng pagnanais, gumigising ng damdamin, nagpapasigla ng pagkamalikhain at nakahuhumaling sa atin.

Behind the Design

Press Kit

Credits, team members and technical details provided by the designer.

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
Team Members: Akbank Design Studio and Service Design team
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.