Call Center Platform Komunikasi dek Akbank Design Studio and Service Design

Call Center Platform Komunikasi dek Akbank Design Studio and Service Design adolah pamenang nan sangaik tahormat dari A' Design Award Ameh 2021 nan sangaik prestigius dalam Kategori Kompetisi Antarmuka.

AmehAntarmuka· 2021

Call Center Platform Komunikasi

dek Akbank Design Studio and Service Design

Klien: Akbank

Pamenang A' Design Award Ameh dalam Kategori Antarmuka

1,504,451

Pamenang Pangharogaan Taverifikasi

Verifikasi Status Pangharogaan untuak #111886

Caliak di A' Design Award Siaran Pers Lencana Penghargaan

Warno

Desain

Tantang Call Center Platform Komunikasi

Call Center adolah platform komunikasi nan dirancang untuak pusat kontak bank. Platform ko mambantu agen salamo panggilan pelanggan jo permintaan chat. Kabutuahan pelanggan dianalisis sabalun, salamo, jo sasudah satiok panggilan, sahinggo banyak masalah dapek disalasaikan di sumbernyo tanpa paralu panggilan baru. Saluran layanan mandiri saroman aplikasi mobile, ATM, jo sistem respons suaro tamasuak di dalamnyo. Agen dipandu dek dashboard jo analitik nan maarahkan satiok pelanggan ka stasiun nan tapek. Layar jeda manampilkan pasan motivasi di antaro panggilan. Platform ko responsif sarato tasadio dalam bahaso Inggirih jo Turki.

Pangakuan

Tantang A' Design Award Ameh

Call Center Platform Komunikasi adolah pamenang A' Design Award Ameh, sabuah pangakuan nan sangaik bapresti nan dibarikan ka rancangan kelas partamo, mangaguikan jo cumelang. Pamenang Ameh adolah ciptaan nan sangaik inovatif, bapandangan jauah jo baka-kilauan mamikaik nan mancaminkan bakaik, kabijaksanaan jo kahebatan parancangnyo. Call Center Platform Komunikasi dipaokan manjadi panemuan nan sangaik dipuji, panetap kacenderungan jo monumental nan mambari nilai nan alun pernah ado. Rancangan nan manang Ameh iko adolah proyek nan mangaguikan jo dihargai nan maluaskan batas seni, ilimu, rancangan jo teknologi. Call Center Platform Komunikasi malahiakan karinduan nan kuek, mambangkikkan gairah, mandorong kreativitas jo mamikaik kito.

Di Baliak Desain

Kit Pers

Kredit, anggota tim jo rincian teknis nan disadioan dek perancang.

Sifat 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 & Kemasan: 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 Produksi: 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
Tantangan Desain: 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.
Penelitian: 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
Durasi Proyek: 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.
Alua 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
Anggota Tim: Akbank Design Studio and Service Design team
Kredit Gambar: 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.