Call Center Kommunikatiounsplattform vum Akbank Design Studio and Service Design

D'Wierk Call Center Kommunikatiounsplattform vum Designer Akbank Design Studio and Service Design ass en héich geschätzten Gewënner vum prestigiéisen 2021 A' Design Award an Gold an der Wettbewerbskategorie Interface, Interaktioun a Benotzererfaarung Design.

GoldInterface· 2021

Call Center Kommunikatiounsplattform

vum Akbank Design Studio and Service Design

Client: Akbank

A' Design Award an Gold Gewënner an der Kategorie Interface

1,504,451

Verifizéierte Präisgewënner

Präisstatus fir #111886 verifizéieren

Kuckt beim A' Design Award Pressemëtteelung Award Badge

Faarwen

Den Design

Iwwer Call Center Kommunikatiounsplattform

Call Center ass eng Kommunikatiounsplattform, déi fir e Contact Center vun enger Bank entworf gouf. D'Plattform ënnerstëtzt d'Agenten während Clientsuriff an Chat-Ufroen. D'Bedierfnesser vun de Clienten ginn virun, während an no all Uruff analyséiert, sou datt vill Probleemer direkt un der Quell geléist ginn, ouni datt en neien Uruff néideg ass. Self-Service-Kanäl wéi mobil Applikatiounen, Bancomaten a Sproochdialogsystemer sinn integréiert. D'Agente gi vun Dashboards an Analysen guidéiert, déi all Client op déi richteg Statioun weiderleeden. E Pausebildschierm weist Motivatiounsmessagen tëscht den Uriff. D'Plattform ass responsiv an op Englesch an Tierkesch verfügbar.

D'Unerkennung

Iwwer den A' Design Award an Gold

Call Center Kommunikatiounsplattform ass e Gewënner vum A' Design Award an Gold, enger héich prestigiéiser Unerkennung, déi un éischtklassesch, wonnerbar an erausragend Designe vergi gëtt. Gold-Gewënner si ganz innovativ, visionär a blendend glänzend Kreatiounen, déi d'Talent, d'Wäisheet an d'Fäegkeete vun hire Designer reflektéieren. Et gëtt erwaart, datt Call Center Kommunikatiounsplattform eng héich gelueften, trendsetzend a monumental Erfindung ass, déi beispillosen Wäert liwwert. Dëst mam Gold ausgezeechent Design ass e spektakuläert, respektéiert Projet, dat d'Grenze vun der Konscht, der Wëssenschaft, vum Design an der Technologie erweidert. Call Center Kommunikatiounsplattform erzeegt intensiv Wënsch, erweckt Leidenschaft, encouragéiert Kreativitéit a faszinéiert eis.

Hannert dem Design

Press Kit

Credits, Teammemberen an technesch Detailer vum Designer zur Verfügung gestallt.

Eenzegaarteg Eegeschaften: 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.
Dimensiounen & Verpackung: 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
Produktiounstechnologie: 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 Erausfuerderung: 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.
Fuerschung: 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.
Inspiratioun: 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
Projetdauer: 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.
Operatiounsablaf: 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
Patenten: Copyrights belong to Akbank T.A.Ş, 2020
Teammemberen: Akbank Design Studio and Service Design team
Bildnoweis: 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.