Call Center Platfform Cyfathrebu gan Akbank Design Studio and Service Design

Mae Call Center Platfform Cyfathrebu gan Akbank Design Studio and Service Design yn enillydd uchel ei barch o'r 2021 Gwobr Aur A' Design Award mawreddog iawn yng Nghategori Cystadleuaeth Rhyngwyneb.

AurRhyngwyneb· 2021

Call Center Platfform Cyfathrebu

gan Akbank Design Studio and Service Design

Cleient: Akbank

Enillydd Gwobr Aur A' Design Award yn y Categori Rhyngwyneb

1,504,451

Enillydd Gwobr Wedi'i Wirio

Gwirio Statws Gwobr ar gyfer #111886

Gweld yn A' Design Award Datganiad i'r Wasg Bathodyn Gwobr

Lliwiau

Y Dyluniad

Am Call Center Platfform Cyfathrebu

Mae Call Center yn blatfform cyfathrebu a ddyluniwyd ar gyfer canolfan gyswllt banc. Mae'r platfform yn cefnogi asiantau yn ystod galwadau cwsmeriaid a cheisiadau sgwrsio. Caiff anghenion cwsmeriaid eu dadansoddi cyn, yn ystod ac ar ôl pob galwad, felly caiff llawer o broblemau eu datrys wrth y ffynhonnell heb alwad newydd. Mae sianeli hunanwasanaeth megis apiau symudol, peiriannau ATM a systemau ymateb llais wedi'u cynnwys. Caiff asiantau eu harwain gan ddangosfyrddau a dadansoddeg sy'n cyfeirio pob cwsmer at yr orsaf gywir. Mae sgrin seibiant yn dangos negeseuon ysgogol rhwng galwadau. Mae'r platfform yn ymatebol ac ar gael yn Saesneg a Thyrceg.

Y Gydnabyddiaeth

Am y Gwobr Aur A' Design Award

Mae Call Center Platfform Cyfathrebu yn enillydd Gwobr Aur A' Design Award, cydnabyddiaeth aruthrol o fawreddog a roddir i ddyluniadau o'r radd flaenaf, rhyfeddol a rhagorol. Mae enillwyr Aur yn greadigaethau hynod arloesol, gweledigaethol a disglair o ysblennydd sydd yn adlewyrchu athrylith, doethineb a medrusrwydd eu dylunwyr. Disgwylir i Call Center Platfform Cyfathrebu fod yn ddyfais hynod glodfawr, arloesol a chofadwy sydd yn cyflwyno gwerth digynsail. Mae'r dyluniad buddugol hwn o Wobr Aur A' Design Award yn brosiect ysblennydd a pharchus sydd yn elwa yn fawr ac yn symud ymlaen ffiniau celf, gwyddoniaeth, dylunio a thechnoleg. Mae Call Center Platfform Cyfathrebu yn creu teimladau dwys o ddyhead, yn cynhyrfu angerdd, yn annog creadigrwydd ac yn ein cyfareddu.

Y Tu Ôl i'r Dyluniad

Pecyn i'r Wasg

Credydau, aelodau tîm a manylion technegol a ddarparwyd gan y dylunydd.

Priodweddau Unigryw: 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.
Dimensiynau a Phecynnu: Responsive design, holistic design approach to corporate identity
Tagiau: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Technoleg Cynhyrchu: 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
Her Dylunio: 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.
Ymchwil: 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.
Ysbrydoliaeth: 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
Hyd y Prosiect: 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.
Llif Gweithrediad: 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
Patentau: Copyrights belong to Akbank T.A.Ş, 2020
Aelodau'r Tîm: Akbank Design Studio and Service Design team
Cydnabyddiaeth Delweddau: 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.