Call Center Plataforma de Comunicación de Akbank Design Studio and Service Design

O deseño Call Center Plataforma de Comunicación de Akbank Design Studio and Service Design é un estimado gañador do moi prestixioso 2021 A' Design Award de Ouro na Categoría de Competición Deseño de Interface, Interacción e Experiencia de Usuario.

OuroInterface· 2021

Call Center Plataforma de Comunicación

de Akbank Design Studio and Service Design

Cliente: Akbank

Gañador do A' Design Award de Ouro na Categoría Interface

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Cores

O Deseño

Sobre Call Center Plataforma de Comunicación

Call Center é unha plataforma de comunicación deseñada para o centro de contacto dun banco. A plataforma dá apoio aos axentes durante as chamadas dos clientes e as solicitudes de chat. As necesidades dos clientes analízanse antes, durante e despois de cada chamada, de xeito que moitos problemas se resolven na orixe sen necesidade dunha nova chamada. Inclúense canles de autoservizo como aplicacións móbiles, caixeiros automáticos e sistemas de resposta de voz. Os axentes son guiados por paneis de control e analíticas que dirixen cada cliente á estación axeitada. Unha pantalla de pausa amosa mensaxes de motivación entre chamadas. A plataforma é adaptable e está dispoñible en inglés e turco.

O Recoñecemento

Sobre o A' Design Award de Ouro

Call Center Plataforma de Comunicación gañou o A' Design Award de Ouro, un recoñecemento inmensamente prestixioso outorgado a deseños de primeira clase, marabillosos e sobresaíntes. Os gañadores Ouro son creacións sumamente innovadoras, visionarias e glamurosamente deslumbrantes que reflicten o xenio, a sabedoría e a destreza dos seus deseñadores. Espérase que Call Center Plataforma de Comunicación sexa unha invención moi eloxiada, pioneira e monumental que ofrece un valor sen precedentes. Este deseño gañador do A' Design Award de Ouro é un proxecto espectacular e respectado que beneficia moito a arte, a ciencia, o deseño e a tecnoloxía e fai avanzar os seus límites. Call Center Plataforma de Comunicación crea intensos sentimentos de desexo, esperta a paixón, anima a creatividade e fascina.

Detrás do deseño

Kit de prensa

Créditos, membros do equipo e detalles técnicos proporcionados polo deseñador.

Propiedades Únicas: 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.
Dimensións e Embalaxe: Responsive design, holistic design approach to corporate identity
Etiquetas: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tecnoloxía de Produción: 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
Reto de Deseño: 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.
Investigación: 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.
Inspiración: 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
Duración do Proxecto: 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.
Fluxo de Operacións: 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
Patentes: Copyrights belong to Akbank T.A.Ş, 2020
Membros do Equipo: Akbank Design Studio and Service Design team
Créditos das Imaxes: 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.