Call Center Komunikacijos platforma – autorius Akbank Design Studio and Service Design

Darbas Call Center Komunikacijos platforma, kurio autorius Akbank Design Studio and Service Design, yra itin vertinamas prestižinio 2021 Auksinis apdovanojimas A' Design Award laimėtojas konkurso kategorijoje Sąsajos, sąveikos ir naudotojo patirties dizainas.

AuksinisSąsaja· 2021

Call Center Komunikacijos platforma

Dizaineris: Akbank Design Studio and Service Design

Klientas: Akbank

Kategorijos Sąsaja laimėtojas – Auksinis apdovanojimas A' Design Award

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Patvirtintas apdovanojimo laimėtojas

Patikrinti apdovanojimo statusą – #111886

Peržiūrėti A' Design Award Pranešimas spaudai Apdovanojimo ženklelis

Spalvos

Dizainas

Apie Call Center Komunikacijos platforma

Call Center yra komunikacijos platforma, sukurta banko kontaktų centrui. Platforma padeda agentams klientų skambučių ir pokalbių užklausų metu. Klientų poreikiai analizuojami prieš kiekvieną skambutį, jo metu ir po jo, todėl daugelis problemų išsprendžiamos iš karto, be naujo skambučio. Įtraukti savitarnos kanalai, tokie kaip mobiliosios programėlės, bankomatai ir balso atsako sistemos. Agentams padeda informacijos suvestinės ir analitika, nukreipianti kiekvieną klientą į tinkamą darbo vietą. Pauzės ekrane tarp skambučių rodomos motyvacinės žinutės. Platforma yra prisitaikanti ir pasiekiama anglų bei turkų kalbomis.

Pripažinimas

Apie Auksinis apdovanojimas A' Design Award

Call Center Komunikacijos platforma laimėjo Auksinį apdovanojimą A' Design Award, itin prestižinį pripažinimą, skiriamą pirmos klasės, nuostabiems ir puikiems dizainams. Aukso laureatai yra labai novatoriški, įžvalgūs ir akinamai žvilgantys kūriniai, atspindintys jų kūrėjų talentą, išmintį ir meistriškumą. Tikimasi, kad Call Center Komunikacijos platforma bus labai giriamas, tendencijas kuriantis ir monumentalus išradimas, teikiantis precedento neturinčią vertę. Šis Auksiniu apdovanojimu įvertintas dizainas yra nuostabus, vertinamas projektas, plečiantis meno, mokslo, dizaino ir technologijų ribas. Call Center Komunikacijos platforma kelia intensyvų troškimą, žadina aistrą, skatina kūrybiškumą ir žavi.

Už dizaino

Spaudos rinkinys

Dizainerio pateikti kreditai, komandos nariai ir techninė informacija.

Unikalios savybės: 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.
Matmenys ir pakuotė: Responsive design, holistic design approach to corporate identity
Žymos: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Gamybos technologija: 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
Dizaino iššūkis: 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.
Tyrimas: 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.
Įkvėpimas: 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
Projekto trukmė: 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.
Veikimo eiga: 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
Patentai: Copyrights belong to Akbank T.A.Ş, 2020
Komandos nariai: Akbank Design Studio and Service Design team
Nuotraukų autoriai: 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.