Call Center Platform Komunikasi oleh Akbank Design Studio and Service Design

Karya Call Center Platform Komunikasi oleh Akbank Design Studio and Service Design adalah pemenang yang sangat dihormati dari 2021 A' Design Award Emas yang sangat bergengsi dalam Kategori Kompetisi Desain Antarmuka, Interaksi dan Pengalaman Pengguna.

EmasAntarmuka· 2021

Call Center Platform Komunikasi

oleh Akbank Design Studio and Service Design

Klien: Akbank

Pemenang A' Design Award Emas dalam Kategori Antarmuka

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Verifikasi Status Penghargaan untuk #111886

Lihat di A' Design Award Siaran Pers Lencana Penghargaan

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Tentang Call Center Platform Komunikasi

Call Center adalah platform komunikasi yang dirancang untuk pusat kontak sebuah bank. Platform ini mendukung agen selama panggilan pelanggan dan permintaan obrolan. Kebutuhan pelanggan dianalisis sebelum, selama, dan setelah setiap panggilan, sehingga banyak masalah terselesaikan dari sumbernya tanpa perlu panggilan baru. Kanal layanan mandiri seperti aplikasi seluler, ATM, dan sistem respons suara turut disertakan. Agen dipandu oleh dasbor dan analitik yang mengarahkan setiap pelanggan ke stasiun yang tepat. Layar jeda menampilkan pesan motivasi di antara panggilan. Platform ini responsif dan tersedia dalam bahasa Inggris serta bahasa Turki.

Pengakuan

Tentang A' Design Award Emas

Call Center Platform Komunikasi adalah pemenang A' Design Award Emas, pengakuan yang sangat bergengsi yang diberikan kepada desain kelas satu, menakjubkan, dan menonjol. Pemenang Emas adalah kreasi yang sangat inovatif, visioner, dan berkilau memukau yang mencerminkan kejeniusan, kebijaksanaan, dan kepiawaian para desainernya. Call Center Platform Komunikasi diharapkan menjadi penemuan yang sangat dipuji, perintis tren, dan monumental yang memberikan nilai tanpa preseden. Desain pemenang A' Design Award Emas ini adalah proyek yang spektakuler dan disegani yang sangat bermanfaat bagi dan memajukan batas-batas seni, sains, desain, dan teknologi. Call Center Platform Komunikasi menciptakan perasaan keinginan yang kuat, membangkitkan gairah, mendorong kreativitas, dan memukau kita.

Di Balik Desain

Kit Pers

Kredit, anggota tim, dan detail teknis yang disediakan oleh desainer.

Keunikan: 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.
Dimensi & Kemasan: Responsive design, holistic design approach to corporate identity
Tag: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Teknologi Produksi: 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
Tantangan Desain: 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.
Riset: 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.
Inspirasi: 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
Durasi Proyek: 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.
Alur Operasi: 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
Paten: Copyrights belong to Akbank T.A.Ş, 2020
Anggota Tim: Akbank Design Studio and Service Design team
Kredit Gambar: 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.