Call Center Platform Komunikasi oleh Akbank Design Studio and Service Design

Reka bentuk Call Center Platform Komunikasi oleh Akbank Design Studio and Service Design ialah pemenang yang sangat dihormati bagi 2021 A' Design Award Emas yang amat berprestij dalam Kategori Pertandingan Reka Bentuk Antara Muka, Interaksi dan Pengalaman Pengguna.

EmasAntara Muka· 2021

Call Center Platform Komunikasi

oleh Akbank Design Studio and Service Design

Klien: Akbank

Pemenang A' Design Award Emas dalam Kategori Antara Muka

1,504,451

Pemenang Anugerah Yang Disahkan

Sahkan Status Anugerah untuk #111886

Lihat di A' Design Award Siaran Akhbar Lencana Anugerah

Warna

Reka Bentuk

Mengenai Call Center Platform Komunikasi

Call Center ialah platform komunikasi yang direka untuk pusat panggilan bank. Platform ini menyokong ejen semasa panggilan pelanggan dan permintaan sembang. Keperluan pelanggan dianalisis sebelum, semasa dan selepas setiap panggilan, jadi banyak masalah diselesaikan di puncanya tanpa memerlukan panggilan baharu. Saluran layan diri seperti aplikasi mudah alih, ATM dan sistem respons suara turut disertakan. Ejen dipandu oleh papan pemuka dan analitik yang mengarahkan setiap pelanggan ke stesen yang betul. Skrin jeda memaparkan mesej motivasi di antara panggilan. Platform ini bersifat responsif dan tersedia dalam bahasa Inggeris dan Turki.

Pengiktirafan

Mengenai A' Design Award Emas

Call Center Platform Komunikasi ialah pemenang A' Design Award Emas, pengiktirafan yang amat berprestij yang dianugerahkan kepada reka bentuk kelas pertama, menakjubkan dan cemerlang. Pemenang Emas ialah ciptaan yang sangat inovatif, berwawasan dan berkilau memukau yang mencerminkan kegeniusan, kebijaksanaan dan kepakaran pereka bentuknya. Call Center Platform Komunikasi diharapkan menjadi ciptaan yang sangat dipuji, perintis aliran dan monumental yang memberikan nilai tanpa tandingan. Reka bentuk pemenang A' Design Award Emas ini ialah projek yang menakjubkan dan disegani yang memberi manfaat besar kepada dan memajukan batas seni, sains, reka bentuk dan teknologi. Call Center Platform Komunikasi mencetuskan perasaan keinginan yang kuat, membangkitkan semangat, menggalakkan kreativiti dan memukau kita.

Di Sebalik Reka Bentuk

Kit Akhbar

Kredit, ahli pasukan dan butiran teknikal yang disediakan oleh pereka.

Ciri-Ciri Unik: 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 & Pembungkusan: 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 Pengeluaran: 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
Cabaran Reka Bentuk: 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.
Penyelidikan: 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
Tempoh Projek: 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.
Aliran 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
Ahli Pasukan: Akbank Design Studio and Service Design team
Kredit Imej: 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.