Call Center 通訊平台 by Akbank Design Studio and Service Design

Call Center 通訊平台 by Akbank Design Studio and Service Design is a highly esteemed winner of the very prestigious 2021 A' Design Award 金獎 in 介面、互動及用戶體驗設計 Competition Category.

金介面· 2021

Call Center 通訊平台

by Akbank Design Studio and Service Design

Client: Akbank

A' Design Award 金獎 Winner in 介面 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 通訊平台

Call Center 係一個為銀行客戶服務中心而設計嘅通訊平台。呢個平台喺客戶來電同聊天請求期間為服務員提供支援。系統會喺每次通話之前、期間同之後分析客戶需求,令好多問題可以喺源頭解決,唔使客戶再打嚟。平台仲包含自助服務渠道,例如手機應用程式、自動櫃員機同語音回應系統。服務員會透過儀表板同數據分析獲得指引,將每位客戶引導到合適嘅崗位。喺通話之間,暫停畫面會顯示激勵訊息。呢個平台採用響應式設計,並提供英文同土耳其文版本。

The Recognition

About the A' Design Award 金獎

Call Center 通訊平台是 A' Design Award 金獎得主，這是授予一流、絕妙而傑出設計的極為崇高的認可。金獎得主是極具創新、極富遠見且璀璨奪目的創作，反映出其設計師的天才、智慧與才幹。預計Call Center 通訊平台將成為一項備受讚譽、引領潮流、氣勢恢宏的發明，帶來前所未有的價值。這件贏得 A' Design Award 金獎的設計是一個壯觀而受人敬重的項目，極大地造福並拓展藝術、科學、設計和技術的界限。Call Center 通訊平台激起強烈的渴望，喚起激情，鼓勵創造力，令我們著迷。

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.