Designet Call Center Kommunikasjonsplattform av Akbank Design Studio and Service Design er en høyt ansett vinner av den svært prestisjetunge 2021 A' Design Award i Gull i konkurransekategorien Grensesnitt-, Interaksjons- og Brukeropplevelsedesign.
GullGrensesnitt· 2021
Call Center Kommunikasjonsplattform
av Akbank Design Studio and Service Design
Klient: Akbank
Vinner av A' Design Award i Gull i kategorien Grensesnitt
Verifisert Prisvinner
Verifiser Prisstatus for #111886Designet
Om Call Center Kommunikasjonsplattform
Call Center er en kommunikasjonsplattform utviklet for et kontaktsenter i en bank. Plattformen støtter agenter under kundesamtaler og chat-henvendelser. Kundens behov analyseres før, under og etter hver samtale, slik at mange problemer løses ved kilden uten at det trengs en ny samtale. Selvbetjeningskanaler som mobilapplikasjoner, minibanker og talesvarsystemer er inkludert. Agentene veiledes av dashbord og analyseverktøy som dirigerer hver kunde til riktig stasjon. En pauseskjerm viser motivasjonsmeldinger mellom samtalene. Plattformen er responsiv og tilgjengelig på engelsk og tyrkisk.
Anerkjennelsen
Om A' Design Award i Gull
Call Center Kommunikasjonsplattform er vinner av A' Design Award i Gull, en enormt prestisjefylt anerkjennelse som tildeles førsteklasses, praktfulle og enestående design. Gullvinnere er usedvanlig nyskapende, visjonære og glamorøst blendende skaperverk som gjenspeiler designernes geni, visdom og dyktighet. Call Center Kommunikasjonsplattform forventes å være en høyt rost, trendsettende og monumental oppfinnelse som gir enestående verdi. Dette designet, som har vunnet A' Design Award i Gull, er et spektakulært, respektert prosjekt som i høy grad gagner og flytter grensene for kunst, vitenskap, design og teknologi. Call Center Kommunikasjonsplattform skaper intense følelser av begjær, vekker lidenskap, oppmuntrer til kreativitet og fascinerer oss.
Bak designet
Pressepakke
Krediteringer, teammedlemmer og tekniske detaljer levert av designeren.
- Unike Egenskaper
- 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. - Dimensjoner og Emballasje
- Responsive design, holistic design approach to corporate identity
- Stikkord
- Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
- Produksjonsteknologi
- 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
- Designutfordring
- 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.
- Forskning
- 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.
- Inspirasjon
- 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
- Prosjektvarighet
- 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.
- Driftsflyt
- 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
- Patenter
- Copyrights belong to Akbank T.A.Ş, 2020
- Teammedlemmer
- Akbank Design Studio and Service Design team
- Bildekreditering
- 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.
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