Call Center Communication Platform by Akbank Design Studio and Service Design

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DESIGN DETAILS
DESIGN NAME:
Call Center

PRIMARY FUNCTION:
Communication Platform

INSPIRATION:
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

UNIQUE PROPERTIES / PROJECT DESCRIPTION:
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.

OPERATION / FLOW / INTERACTION:
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

PROJECT DURATION AND LOCATION:
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.

FITS BEST INTO CATEGORY:
Interface and Interaction Design

PRODUCTION / REALIZATION TECHNOLOGY:
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

SPECIFICATIONS / TECHNICAL PROPERTIES:
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

RESEARCH ABSTRACT:
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.

CHALLENGE:
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.

ADDED DATE:
2020-09-29 12:14:02

TEAM MEMBERS (1) :
Akbank Design Studio and Service Design team

IMAGE CREDITS:
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.

PATENTS/COPYRIGHTS:
Copyrights belong to Akbank T.A.Ş, 2020

CLIENT/STUDIO/BRAND DETAILS
NAME:
Akbank

PROFILE:
Akbank T.A.Ş. is one of the largest banks in Turkey. Founded in 1948, As of 2017, it had revenues of nearly TL 13.7 billion. Akbank has ranked as "The Most Valuable Banking Brand in Turkey" according to the "Brand Finance - Banking 500, 2018" report for the seventh time in a row. Akbank also achieved significant success by ranking as the 126th most valuable banking brand in the report that comprises the most valuable global banking brands.

NOMINATION DETAILS

Call Center Communication Platform by Akbank Design Studio and Service Design is a Nominee in Interface and Interaction Design Category.

· This project is currently confidential as results have not been announced yet. Images and further details of the project is not available for public yet, please check back later. If you are the owner of this design, please login to view the images.

· The profile and other works by Akbank Design Studio and Service Design is also kept secret. This information will also be available later.
AWARD DETAILS

Call Center Communication Platform by Akbank Design Studio and Service Design is Winner in Interface and Interaction Design Category, 2020 - 2021.



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