Call Center Suggestus Communicationis ab Akbank Design Studio and Service Design

Opus Call Center Suggestus Communicationis a designatore Akbank Design Studio and Service Design est victor maxime honoratus praemii praestigiosissimi 2021 Praemium A' Design Award Aureum in Categoria Certaminis Designatio Interfaciei.

AurumInterfacies· 2021

Call Center Suggestus Communicationis

a Akbank Design Studio and Service Design

Cliens: Akbank

Victor praemii Praemium A' Design Award Aureum in Categoria Interfacies

1,504,451

Victor Praemii Verificatus

Verifica Statum Praemii pro #111886

Vide apud A' Design Award Communicatum Insigne Praemii

Colores

Designum

De Call Center Suggestus Communicationis

Call Center est suggestus communicationis pro sede contactuum argentariae designatus. Suggestus ministros inter colloquia telephonica et rogationes per sermones scriptos cum clientibus sustinet. Necessitates clientium ante, inter et post unumquodque colloquium analyzantur, ita ut multae difficultates in ipso fonte sine novo colloquio solvantur. Canales sui ministerii, quales sunt applicationes mobiles, machinae argentariae automaticae atque systemata responsionis vocalis, includuntur. Ministri tabulis indicativis et analyticis diriguntur, quae unumquemque clientem ad stationem rectam ducunt. Scrinium intermissionis nuntios hortationis inter colloquia ostendit. Suggestus formae accommodabilis est atque lingua Anglica et Turcica praesto est.

Agnitio

De Praemium A' Design Award Aureum

Call Center Suggestus Communicationis victor est Praemii A' Design Award Aureum, honoris amplissimi formis primi ordinis, mirabilibus et praestantibus dati. Victores Aurei sunt opera valde nova, provida et splendida, quae ingenium, sapientiam et peritiam auctorum suorum referunt. Exspectatur Call Center Suggestus Communicationis inventum laudatissimum, inclinationes creans et monumentale fore, quod pretium inauditum afferat. Haec forma Aureo praemio victa est incepto mirabile et honoratum, quod fines artis, scientiae, formandi rationis et technologiae promovet. Call Center Suggestus Communicationis cupiditatem vehementem excitat, studium accendit, ingenium creandi fovet et capit.

Post Designum

Fasciculus Nuntii

Merita, sodales gregis et singula technica a designatore praebita.

Proprietates Singulares: 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.
Dimensiones et Involucrum: Responsive design, holistic design approach to corporate identity
Notulae: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Technologia Productionis: 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
Provocatio Designandi: 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.
Investigatio: 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.
Inspiratio: 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
Duratio Operis: 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.
Cursus Operationis: 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
Membra Turmae: Akbank Design Studio and Service Design team
Agnitiones Imaginum: 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.