Hönnunarverkið Call Center Samskiptavettvangur eftir Akbank Design Studio and Service Design er hávirt verðlaunaverk sem hlaut hin virtu 2021 A' Design Award í gulli verðlaun í keppnisflokknum Viðmóts-, samskipta- og notendaupplifunarhönnun.
GullViðmót· 2021
Call Center Samskiptavettvangur
eftir Akbank Design Studio and Service Design
Viðskiptavinur: Akbank
Handhafi A' Design Award í gulli í flokknum Viðmót
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Um Call Center Samskiptavettvangur
Call Center er samskiptavettvangur hannaður fyrir þjónustuver banka. Vettvangurinn styður þjónustufulltrúa meðan á símtölum og netspjallbeiðnum viðskiptavina stendur. Þarfir viðskiptavina eru greindar fyrir, á meðan og eftir hvert símtal, þannig að mörg vandamál eru leyst við upprunann án þess að nýtt símtal þurfi til. Sjálfsafgreiðsluleiðir á borð við farsímaforrit, hraðbanka og talsvörunarkerfi eru innifaldar. Þjónustufulltrúar fá leiðsögn í gegnum mælaborð og greiningartæki sem beina hverjum viðskiptavini á rétta stöð. Hléskjár sýnir hvatningarskilaboð á milli símtala. Vettvangurinn er skalanlegur fyrir mismunandi skjástærðir og er í boði á ensku og tyrknesku.
Viðurkenningin
Um A' Design Award í gulli
Call Center Samskiptavettvangur vann A' Design Award í gulli, óendanlega virta viðurkenningu sem veitt er fyrsta flokks, dásamlegum og framúrskarandi hönnunarverkum. Sigurvegarar í gulli eru afar nýstárleg, framsýn og töfrandi glæsileg sköpunarverk sem endurspegla snilld, visku og hæfni hönnuða sinna. Þess er vænst að Call Center Samskiptavettvangur sé mjög lofuð, brautryðjandi og stórfengleg uppfinning sem skilar fordæmislausu virði. Þetta hönnunarverk sem vann A' Design Award í gulli er stórbrotið, virt verkefni sem gagnast mörkum listar, vísinda, hönnunar og tækni mjög vel og færir þau fram á við. Call Center Samskiptavettvangur skapar sterkar þráartilfinningar, vekur ástríðu, hvetur til sköpunar og heillar okkur.
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- Einstakar eiginleikar
- 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. - Stærðir og umbúðir
- Responsive design, holistic design approach to corporate identity
- Merki
- Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
- Framleiðslutækni
- 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
- Hönnunaráskorun
- 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.
- Rannsóknir
- 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.
- Innblástur
- 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
- Lengd verkefnis
- 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.
- Verkflæði
- 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
- Einkaleyfi
- Copyrights belong to Akbank T.A.Ş, 2020
- Liðsmenn
- Akbank Design Studio and Service Design team
- Myndheimildir
- 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.
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