Call Center Communicatieplatform door Akbank Design Studio and Service Design

Het ontwerp Call Center Communicatieplatform door Akbank Design Studio and Service Design is een hoog aangeschreven winnaar van de zeer prestigieuze 2021 A' Design Award in Goud in de competitiecategorie Interface-, Interactie- en Gebruikerservaring Ontwerp.

GoudInterface· 2021

Call Center Communicatieplatform

door Akbank Design Studio and Service Design

Opdrachtgever: Akbank

Winnaar van de A' Design Award in Goud in de categorie Interface

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Het Ontwerp

Over Call Center Communicatieplatform

Call Center is een communicatieplatform ontworpen voor het contactcenter van een bank. Het platform ondersteunt medewerkers tijdens klantgesprekken en chatverzoeken. De behoeften van klanten worden vóór, tijdens en na elk gesprek geanalyseerd, waardoor veel problemen bij de bron worden opgelost zonder dat een nieuw gesprek nodig is. Selfservicekanalen zoals mobiele applicaties, geldautomaten en spraakgestuurde systemen zijn inbegrepen. Medewerkers worden begeleid door dashboards en analyses die elke klant naar het juiste station leiden. Een pauzescherm toont motiverende berichten tussen gesprekken door. Het platform is responsief en beschikbaar in het Engels en Turks.

De Erkenning

Over de A' Design Award in Goud

Call Center Communicatieplatform is winnaar van de A' Design Award in Goud, een immens prestigieuze erkenning die wordt toegekend aan eersteklas, schitterende en uitmuntende ontwerpen. Winnaars in Goud zijn uiterst innovatieve, zeer visionaire en glamoureus verblindende creaties die het genie, de wijsheid en de bekwaamheid van hun ontwerpers weerspiegelen. Call Center Communicatieplatform wordt verwacht een zeer geprezen, trendzettende en monumentale uitvinding te zijn die ongekende waarde levert. Dit ontwerp dat de A' Design Award in Goud heeft gewonnen, is een spectaculair, gerespecteerd project dat enorm baat en de grenzen van kunst, wetenschap, ontwerp en technologie verlegt. Call Center Communicatieplatform wekt intense gevoelens van verlangen, roept passie op, moedigt creativiteit aan en fascineert ons.

Achter het Ontwerp

Perskit

Credits, teamleden en technische details verstrekt door de ontwerper.

Unieke Eigenschappen: 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.
Afmetingen & Verpakking: 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
Productietechnologie: 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
Ontwerpuitdaging: 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.
Onderzoek: 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.
Inspiratie: 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
Projectduur: 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.
Werkproces: 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
Teamleden: Akbank Design Studio and Service Design team
Beeldcredits: 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.