Call Center

Communication Platform for Akbank

Contact Centre Communication Platform is a “Experience Centre” that offers proactive sales and services with analytical support, complementing digital channels. With this new technology approach, call experience is analysed during, before and after the call. With this analysing this platform proactively solve the problems of Akbank's customers at the source without creating a new call. With AI engine, platform also gives smart insights to users to ease their life and help them make more sales. New friendly brand identify talk with users like a human to make them feel as a friend.

Download Press Kit № 111886

Download Press Kit № 111886 Communication Platform for Akbank by Akbank Design Studio - Staff Channels to access high-res images, essential texts, translations, and exclusive interviews—all in one.

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Contact Centre by Akbank Design Studio Staff Channels

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Communication Platform by Akbank Design Studio Staff Channels

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Akbank Design Studio Staff Channels Contact Centre

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Akbank Design Studio Staff Channels Communication Platform

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AkbankBrand Logo

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Akbank Design Studio Staff Channels Corporate Logo

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Call Center Communication Platform Media Articles

Our articles on Call Center, prepared for immediate use, are offered in several languages, including Korean, French, Arabic (Standard), German, Portuguese, Dutch, Indonesian, Turkish, Hindi, English, Spanish, Italian, Japanese, Russian and Chinese (Mandarin).

Unique Properties

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.

Tags

Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction

Production 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

Design 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.

Project Duration

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.

Operation Flow

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

Research

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.

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

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.

Project Overview

Call Center Communication Platform has been a Golden winner in the Interface, Interaction and User Experience Design award category in the year 2020 organized by the prestigious A' Design Award & Competition. The Gold A' Design Award is granted to designs that demonstrate a high level of innovation and a significant impact on their intended audience. Recognized as a major achievement by the A' Design Awards, these designs are characterized by their visionary approach and the exceptional skill of their creators. Winners of the Gold A' Design Award are noted for their ability to push the envelope in art, science, design, and technology, delivering solutions that not only meet but exceed expectations. These designs serve as benchmarks for excellence, encouraging further innovation and inspiring future generations of designers.

Golden Recognition

Akbank Design Studio - Staff Channels was recognized with the coveted Golden A' Design Award in 2021, a testament to excellence of their work Call Center Communication Platform.

Akbank Design Studio - Staff Channels Press Releases

Access a rich repository of press releases on Akbank Design Studio - Staff Channels, offered to press and media professionals for unrestricted use in their stories. Unlock 2 press releases now, directly accessible to journalists.

Akbank Design Studio - Staff Channels Newsroom

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