Call Center Kommunikasieplatform deur Akbank Design Studio and Service Design

Die ontwerp Call Center Kommunikasieplatform deur Akbank Design Studio and Service Design is 'n hoogs gewaardeerde wenner van die baie prestigieuese 2021 A' Design Award in Goud in die Koppelvlak-, Interaksie- en Gebruikerservaring-ontwerp-kompetisiekategorie.

GoudKoppelvlak· 2021

Call Center Kommunikasieplatform

deur Akbank Design Studio and Service Design

Kliënt: Akbank

Wenner van die A' Design Award in Goud in die Koppelvlak-kategorie

1,504,451

Geverifieerde Toekenningswenner

Verifieer Toekenningsstatus vir #111886

Bekyk by A' Design Award Persverklaring Toekenningskenteken

Kleure

Die Ontwerp

Oor Call Center Kommunikasieplatform

Call Center is 'n kommunikasieplatform wat vir 'n bank se kontaksentrum ontwerp is. Die platform ondersteun agente tydens klantoproepe en kletsversoeke. Klantbehoeftes word voor, tydens en na elke oproep ontleed, sodat baie probleme by die bron opgelos word sonder 'n nuwe oproep. Selfdienskanale soos mobiele toepassings, OTM'e en stemresponsstelsels is ingesluit. Agente word gelei deur kontroleskerms en analise wat elke klant na die regte stasie stuur. 'n Pouseskerm wys motiveringsboodskappe tussen oproepe. Die platform is responsief en beskikbaar in Engels en Turks.

Die Erkenning

Oor die A' Design Award in Goud

Call Center Kommunikasieplatform is 'n wenner van die A' Design Award in Goud, 'n geweldig prestigieuse erkenning wat toegeken word aan eersteklas-, wonderlike en uitstaande ontwerpe. Wenners in Goud is uiters innoverende, visionêre en glansryk verblindende skeppings wat die vernuf, wysheid en bekwaamheid van hul ontwerpers weerspieël. Daar word verwag dat Call Center Kommunikasieplatform 'n hoogs geprese, tendensskeppende en monumentale uitvinding is wat ongekende waarde lewer. Hierdie ontwerp wat die A' Design Award in Goud gewen het, is 'n skouspelagtige, gerespekteerde projek wat die grense van kuns, wetenskap, ontwerp en tegnologie in hoë mate bevoordeel en uitbrei. Call Center Kommunikasieplatform wek intense gevoelens van begeerte, roep passie op, moedig kreatiwiteit aan en boei ons.

Agter die Ontwerp

Persstel

Krediete, spanlede en tegniese besonderhede verskaf deur die ontwerper.

Unieke Eienskappe: 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.
Afmetings & Verpakking: Responsive design, holistic design approach to corporate identity
Etikette: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Produksietegnologie: 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
Ontwerpuitdaging: 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.
Navorsing: 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.
Inspirasie: 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
Projekduur: 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.
Bedryfsvloei: 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
Patente: Copyrights belong to Akbank T.A.Ş, 2020
Spanlede: Akbank Design Studio and Service Design team
Beeldkrediete: 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.