Oro Interfaccia · 2021
Call Center Piattaforma di comunicazione
by Akbank Design Studio and Service Design
- A' Design Award d'Oro 2021 in Interfaccia
- CLIENT: Akbank
- Estimated Number of Design Views: 1,502,907
- Verification code 8CBA38ECD7 · Verify this award
Colors
About Call Center Piattaforma di comunicazione
Call Center è una piattaforma di comunicazione progettata per il contact center di una banca. La piattaforma supporta gli operatori durante le chiamate e le richieste in chat dei clienti. Le esigenze dei clienti vengono analizzate prima, durante e dopo ogni chiamata, così molti problemi vengono risolti all'origine senza la necessità di una nuova chiamata. Sono inclusi canali self service come applicazioni mobili, sportelli bancomat e sistemi di risposta vocale. Gli operatori sono guidati da dashboard e strumenti di analisi che indirizzano ogni cliente alla postazione più adatta. Una schermata di pausa mostra messaggi motivazionali tra una chiamata e l'altra. La piattaforma è responsive ed è disponibile in inglese e in turco.
About the A' Design Award d'Oro
Call Center Piattaforma di comunicazione ha vinto l'A' Design Award d'Oro, un riconoscimento immensamente prestigioso conferito a design di primissima qualità, meravigliosi e straordinari. I vincitori d'Oro sono creazioni estremamente innovative, visionarie e di un fascino abbagliante che riflettono il genio, la saggezza e l'abilità dei loro designer. Ci si aspetta che Call Center Piattaforma di comunicazione sia un'invenzione molto elogiata, all'avanguardia e monumentale che offre un valore senza precedenti. Questo design vincitore dell'A' Design Award d'Oro è un progetto spettacolare e rispettato che giova grandemente ai confini dell'arte, della scienza, del design e della tecnologia e li fa avanzare. Call Center Piattaforma di comunicazione crea intensi sentimenti di desiderio, risveglia la passione, incoraggia la creatività e ci affascina.
Press Kit
- 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
- 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.
