{"id":12934,"date":"2024-09-29T11:24:19","date_gmt":"2024-09-29T02:24:19","guid":{"rendered":"https:\/\/blog.timecrowd.net\/?p=12934"},"modified":"2024-09-29T11:24:19","modified_gmt":"2024-09-29T02:24:19","slug":"call-center-kpi","status":"publish","type":"post","link":"https:\/\/blog.timecrowd.net\/call-center-kpi\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u65b9\u6cd5\u3068\u306f\uff1f\u5177\u4f53\u4f8b\u3084\u8a2d\u5b9a\u6642\u306e\u30dd\u30a4\u30f3\u30c8\u306a\u3069\u3092\u89e3\u8aac"},"content":{"rendered":"<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u300c\u3069\u306e\u3088\u3046\u306b\u76ee\u6a19\u8a2d\u5b9a\u3092\u3059\u308b\u3079\u304d\u304b\u300d\u60a9\u3093\u3067\u3044\u308b\u7ba1\u7406\u8005\u306e\u65b9\u3082\u591a\u3044\u306e\u3067\u306f\u306a\u3044\u3067\u3057\u3087\u3046\u304b\u3002<\/p>\n<p><strong>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u65b9\u6cd5\u3084\u5177\u4f53\u4f8b\u3001\u8a2d\u5b9a\u6642\u306e\u30dd\u30a4\u30f3\u30c8\u306a\u3069\u3092\u89e3\u8aac\u3044\u305f\u3057\u307e\u3059\u3002<\/strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u7ba1\u7406\u3059\u308b\u7acb\u5834\u306b\u3044\u308b\u65b9\u306f\u305c\u3072\u53c2\u8003\u306b\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><a href=\"https:\/\/timecrowd.net\/materials\/service_document\"><img loading=\"lazy\" class=\"alignnone wp-image-12953 size-full\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1.jpg\" alt=\"\" width=\"1680\" height=\"1084\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1.jpg 1680w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1-768x496.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1-1536x991.jpg 1536w\" sizes=\"(max-width: 1680px) 100vw, 1680px\" \/><\/a><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">\u76ee\u6b21<\/p><ul class=\"toc_list\"><li><a href=\"#KPI\"><span class=\"toc_number toc_depth_1\">1<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u3092\u884c\u3046\u30e1\u30ea\u30c3\u30c8<\/a><\/li><li><a href=\"#KPI-2\"><span class=\"toc_number toc_depth_1\">2<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u65b9\u6cd5<\/a><\/li><li><a href=\"#KPI-3\"><span class=\"toc_number toc_depth_1\">3<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u4f8b<\/a><\/li><li><a href=\"#KPI-4\"><span class=\"toc_number toc_depth_1\">4<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u30dd\u30a4\u30f3\u30c8<\/a><\/li><li><a href=\"#i\"><span class=\"toc_number toc_depth_1\">5<\/span> \u307e\u3068\u3081<\/a><\/li><\/ul><\/div>\n<h2><span id=\"KPI\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u3092\u884c\u3046\u30e1\u30ea\u30c3\u30c8<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-12938\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.19.52.jpg\" alt=\"\" width=\"1974\" height=\"1184\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.19.52.jpg 1974w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.19.52-768x461.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-28-23.19.52-1536x921.jpg 1536w\" sizes=\"(max-width: 1974px) 100vw, 1974px\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u3053\u3068\u3067\u4e0b\u8a18\u306e\u3088\u3046\u306a\u30e1\u30ea\u30c3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u696d\u52d9\u52b9\u7387\u304c\u9ad8\u307e\u308b<\/li>\n<li>\u9069\u5207\u306a\u8a55\u4fa1\u3092\u884c\u3048\u308b<\/li>\n<li>\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u304c\u9ad8\u307e\u308b<\/li>\n<\/ul>\n<h3>\u696d\u52d9\u52b9\u7387\u304c\u9ad8\u307e\u308b<\/h3>\n<p><strong>\u5177\u4f53\u7684\u306a\u6570\u5024\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306f\u9054\u6210\u306b\u5411\u3051\u3066\u52b9\u7387\u7684\u306b\u696d\u52d9\u3092\u9032\u3081\u308b\u305f\u3081\u3001\u7121\u99c4\u306a\u4f5c\u696d\u3092\u524a\u6e1b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong><\/p>\n<p>\u7d50\u679c\u3068\u3057\u3066\u696d\u52d9\u52b9\u7387\u304c\u9ad8\u307e\u308a\u3001\u751f\u7523\u6027\u306e\u5411\u4e0a\u3084\u50cd\u304d\u65b9\u6539\u9769\u306e\u6539\u5584\u306a\u3069\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<h3>\u9069\u5207\u306a\u8a55\u4fa1\u3092\u884c\u3048\u308b<\/h3>\n<p>\u76ee\u6a19\u8a2d\u5b9a\u306f\u9069\u5207\u306a\u8a55\u4fa1\u3092\u884c\u3046\u4e0a\u3067\u3082\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u5f93\u696d\u54e1\u305d\u308c\u305e\u308c\u306e\u8ca2\u732e\u5ea6\u3092\u5ba2\u89b3\u7684\u306b\u8a55\u4fa1\u3057\u3001\u5831\u916c\u3084\u6607\u9032\u306b\u53cd\u6620\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/strong><\/p>\n<h3>\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u304c\u9ad8\u307e\u308b<\/h3>\n<p>\u76ee\u6a19\u8a2d\u5b9a\u306f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u5411\u4e0a\u306b\u3082\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u6570\u5024\u5316\u3057\u3066\u76ee\u6a19\u3068\u3057\u3066\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306f\u9867\u5ba2\u8996\u70b9\u3092\u6301\u3063\u3066\u696d\u52d9\u306b\u53d6\u308a\u7d44\u3080\u3088\u3046\u306b\u306a\u308a\u3001\u3088\u308a\u8cea\u306e\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<h2><span id=\"KPI-2\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u65b9\u6cd5<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-12886\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.59.04.jpg\" alt=\"\" width=\"1898\" height=\"1174\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.59.04.jpg 1898w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.59.04-768x475.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-21-21.59.04-1536x950.jpg 1536w\" sizes=\"(max-width: 1898px) 100vw, 1898px\" \/><\/p>\n<p>\u76ee\u6a19\u8a2d\u5b9a\u306f\u3001\u4e0b\u8a18\u306e\u30b9\u30c6\u30c3\u30d7\u3067\u884c\u308f\u308c\u307e\u3059\u3002<\/p>\n<ol>\n<li>KGI\uff08\u91cd\u8981\u76ee\u6a19\u9054\u6210\u6307\u6a19\uff09\u3092\u6c7a\u3081\u308b<\/li>\n<li>KGI\u306e\u9054\u6210\u306b\u5fc5\u8981\u306a\u8981\u7d20\uff08KSF\uff09\u3092\u6d17\u3044\u51fa\u3059<\/li>\n<li>KPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u3092\u6c7a\u3081\u308b<\/li>\n<li>KPI\u306e\u9054\u6210\u306b\u5fc5\u8981\u306a\u30bf\u30b9\u30af\u3092\u6574\u7406\u3059\u308b<\/li>\n<\/ol>\n<h3>KGI\u3092\u6c7a\u3081\u308b<\/h3>\n<p>\u307e\u305a\u306f\u9054\u6210\u3057\u305f\u3044\u6700\u7d42\u7684\u306a\u76ee\u6a19\uff08KGI\uff09\u3092\u660e\u78ba\u306b\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u25ef%\u5411\u4e0a\u3055\u305b\u308b\u300d\u3084\u300c\u55b6\u696d\u5229\u76ca\u3092\u25ef%\u5897\u52a0\u3055\u305b\u308b\u300d\u306a\u3069\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002<\/p>\n<p><strong>\u30d3\u30b8\u30cd\u30b9\u4e0a\u306e\u76ee\u6a19\u3092\u5b9a\u91cf\u7684\u306b\u8868\u3059\u3053\u3068\u3067\u3001\u95a2\u4fc2\u8005\u306e\u76ee\u7dda\u3092\u5408\u308f\u305b\u3066\u3001\u5411\u304b\u3046\u3079\u304d\u65b9\u5411\u6027\u3092\u63c3\u3048\u308b\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002<\/strong><\/p>\n<h3>KGI\u306e\u9054\u6210\u306b\u5fc5\u8981\u306a\u8981\u7d20\uff08KSF\uff09\u3092\u6d17\u3044\u51fa\u3059<\/h3>\n<p>KGI\u9054\u6210\u306e\u305f\u3081\u306b\u5fc5\u8981\u306a\u8981\u7d20\u3092KSF\uff08\u91cd\u8981\u6210\u529f\u8981\u56e0\uff09\u3068\u3044\u3044\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u25ef%\u5411\u4e0a\u3055\u305b\u308b\u300d\u3068\u3044\u3046KGI\u306b\u5bfe\u3057\u3066\u306f\u3001\u300c\u5fdc\u7b54\u7387\u306e\u5411\u4e0a\u300d\u300c\u51e6\u7406\u6642\u9593\u306e\u77ed\u7e2e\u300d\u300c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u77e5\u8b58\u5411\u4e0a\u300d\u306a\u3069\u304cKSF\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p><strong>KSF\u306f\u3001\u5f8c\u8ff0\u3059\u308bKPI\u306e\u8a2d\u5b9a\u306b\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002\u307e\u305a\u306fKGI\u306e\u9054\u6210\u306b\u5fc5\u8981\u306a\u8981\u7d20\u3092MECE\u306b\uff08\u6f0f\u308c\u306a\u304f\u30c0\u30d6\u308a\u306a\u304f\uff09\u6d17\u3044\u51fa\u3059\u3053\u3068\u304b\u3089\u59cb\u3081\u307e\u3057\u3087\u3046\u3002<\/strong><\/p>\n<h3>KPI\u3092\u6c7a\u3081\u308b<\/h3>\n<p>KSF\u3092\u6570\u5024\u5316\u3057\u3001\u5177\u4f53\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u300c\u5fdc\u7b54\u7387\u309295%\u306b\u3059\u308b\u300d\u300c\u5e73\u5747\u51e6\u7406\u6642\u9593\u30925\u5206\u306b\u77ed\u7e2e\u3059\u308b\u300d\u306a\u3069\u304cKPI\u3068\u3057\u3066\u6319\u3052\u3089\u308c\u307e\u3059\u3002<\/p>\n<p><strong>KPI\u3068\u306f\u3001KGI\u306e\u9054\u6210\u306b\u5fc5\u8981\u306a\u5404\u30d7\u30ed\u30bb\u30b9\u306b\u304a\u3051\u308b\u4e2d\u9593\u76ee\u6a19\u3068\u306a\u308b\u3082\u306e\u3067\u3059\u3002<\/strong>KPI\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u6d3b\u52d5\u6307\u91dd\u304c\u660e\u78ba\u306b\u306a\u308a\u3001\u5404\u30e1\u30f3\u30d0\u30fc\u306e\u53d6\u308b\u3079\u304d\u30a2\u30af\u30b7\u30e7\u30f3\u306b\u8ff7\u3044\u304c\u306a\u304f\u306a\u308b\u307b\u304b\u3001\u76ee\u6a19\u8a2d\u5b9a\u306b\u5411\u3051\u305f\u632f\u308a\u8fd4\u308a\u3092\u77ed\u671f\u7684\u306b\u884c\u3044\u3084\u3059\u304f\u306a\u308b\u3068\u3044\u3063\u305f\u30e1\u30ea\u30c3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3>KPI\u306e\u9054\u6210\u306b\u5fc5\u8981\u306a\u30bf\u30b9\u30af\u3092\u6574\u7406\u3059\u308b<\/h3>\n<p>\u5404KPI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u3001\u3069\u306e\u3088\u3046\u306a\u884c\u52d5\u304c\u5fc5\u8981\u306a\u306e\u304b\u3092\u5177\u4f53\u7684\u306b\u6d17\u3044\u51fa\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u300c\u5fdc\u7b54\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u300d\u305f\u3081\u306b\u306f\u300c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7814\u4fee\u5f37\u5316\u300d\u300c\u96fb\u8a71\u30b7\u30b9\u30c6\u30e0\u306e\u6539\u5584\u300d\u306a\u3069\u304c\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n<p><strong>\u3055\u307e\u3056\u307e\u306a\u30bf\u30b9\u30af\u304c\u6d17\u3044\u51fa\u3055\u308c\u308b\u305f\u3081\u3001\u7dca\u6025\u5ea6\u3084\u91cd\u8981\u5ea6\u3001\u8cbb\u7528\u611f\u3084\u5de5\u6570\u611f\u306a\u3069\u3092\u8003\u616e\u3057\u305f\u3046\u3048\u3067\u512a\u5148\u9806\u4f4d\u3092\u3064\u3051\u3066\u304b\u3089\u53d6\u308a\u7d44\u307f\u307e\u3057\u3087\u3046\u3002<\/strong><\/p>\n<p><a href=\"https:\/\/timecrowd.net\/materials\/service_document\"><img loading=\"lazy\" class=\"alignnone wp-image-12953 size-full\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1.jpg\" alt=\"\" width=\"1680\" height=\"1084\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1.jpg 1680w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1-768x496.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/blog_cta_utilization-rate_01-1-1536x991.jpg 1536w\" sizes=\"(max-width: 1680px) 100vw, 1680px\" \/><\/a><\/p>\n<h2><span id=\"KPI-3\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u4f8b<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-12917\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-22-18.07.34.jpg\" alt=\"\" width=\"2176\" height=\"1444\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-22-18.07.34.jpg 2176w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-22-18.07.34-768x510.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-22-18.07.34-1536x1019.jpg 1536w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2024\/09\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2024-09-22-18.07.34-2048x1359.jpg 2048w\" sizes=\"(max-width: 2176px) 100vw, 2176px\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a\u89b3\u70b9\u304b\u3089KPI\u304c\u8a2d\u5b9a\u3055\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u751f\u7523\u6027\u306e\u5411\u4e0a<\/li>\n<li>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a<\/li>\n<\/ul>\n<h3>\u751f\u7523\u6027\u306e\u5411\u4e0a<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u3001\u751f\u7523\u6027\u306e\u5411\u4e0a\u3092\u76ee\u6307\u3059\u5834\u5408\u306f\u300c\u7a3c\u50cd\u7387\u300d\u300cAHT\u300d\u306a\u3069\u304c\u4e3b\u8981KPI\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>\u7a3c\u50cd\u7387<\/h4>\n<p><strong>\u7a3c\u50cd\u7387\u3068\u306f\u300c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u52e4\u52d9\u6642\u9593\u306e\u3046\u3061\u9867\u5ba2\u5bfe\u5fdc\u306b\u3069\u308c\u304f\u3089\u3044\u6642\u9593\u3092\u304b\u3051\u3066\u3044\u308b\u306e\u304b\u300d\u3092\u8868\u3059\u3082\u306e\u3067\u3059\u3002<\/strong><\/p>\n<ul>\n<li>\u7a3c\u50cd\u7387\uff08%\uff09\uff1d\u901a\u8a71\u6642\u9593\uff0b\u4ed6\u696d\u52d9\u6642\u9593\/\u7dcf\u52e4\u52d9\u6642\u9593\u00d7100<\/li>\n<\/ul>\n<p>\u4ed6\u696d\u52d9\u6642\u9593\u3068\u3057\u3066\u306f\u3001\u901a\u8a71\u306e\u4fdd\u7559\u6642\u9593\u3084\u901a\u8a71\u5f8c\u306e\u4e8b\u52d9\u51e6\u7406\u306b\u5f53\u3066\u3089\u308c\u308b\u6642\u9593\u306a\u3069\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u4f1a\u8b70\u3084\u7814\u4fee\u306a\u3069\u306e\u9867\u5ba2\u5bfe\u5fdc\u4ee5\u5916\u306e\u6642\u9593\u306f\u542b\u307e\u308c\u307e\u305b\u3093\u3002<\/p>\n<p>\u4e00\u65b9\u3067\u3001\u7a3c\u50cd\u7387\u3068\u4f3c\u305f\u8a00\u8449\u306b\u300c\u5360\u6709\u7387\u300d\u3068\u3044\u3046\u8a00\u8449\u304c\u3042\u308a\u307e\u3059\u3002\u7a3c\u50cd\u7387\u3068\u306e\u9055\u3044\u306f\u5f85\u6a5f\u6642\u9593\uff08\u304a\u554f\u3044\u5408\u308f\u305b\u3092\u5f85\u3064\u6642\u9593\uff09\u3092\u5206\u5b50\u306b\u542b\u3081\u308b\u304b\u5426\u304b\u306b\u3042\u308a\u307e\u3059\u3002\u5f85\u6a5f\u6642\u9593\u306f\u76f4\u63a5\u9867\u5ba2\u306e\u5bfe\u5fdc\u3092\u3057\u3066\u3044\u306a\u3044\u6642\u9593\u3067\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u5360\u6709\u7387\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u3057\u3066\u3088\u308a\u6b63\u78ba\u306a\u7a3c\u50cd\u6642\u9593\u3092\u7b97\u51fa\u3059\u308b\u306b\u3042\u305f\u3063\u3066\u91cd\u8981\u306a\u6307\u6a19\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u305f\u3060\u3057\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3042\u304f\u307e\u3067\u53c2\u8003\u5024\u3067\u3042\u308a\u3001100%\u3092\u76ee\u6307\u3059\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u3042\u307e\u308a\u9ad8\u304f\u306a\u308a\u3059\u304e\u308b\u3068\u73fe\u5834\u306e\u30ad\u30e3\u30d1\u30aa\u30fc\u30d0\u30fc\u3092\u62db\u304d\u3001\u304b\u3048\u3063\u3066\u30c8\u30e9\u30d6\u30eb\u3092\u8d77\u3053\u3059\u539f\u56e0\u3068\u306a\u308b\u305f\u3081\u6ce8\u610f\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<hr \/>\n<p>\u7a3c\u50cd\u7387\u3092\u7b97\u51fa\u3059\u308b\u306b\u306f\u3001\u5f93\u696d\u54e1\u4e00\u4eba\u3072\u3068\u308a\u306e\u696d\u52d9\u6642\u9593\u3092\u8a08\u6e2c\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u5de5\u6570\u7ba1\u7406\u30c4\u30fc\u30eb<a href=\"https:\/\/timecrowd.net\/\" target=\"_blank\" rel=\"noopener\">TimeCrowd<\/a>\u3092\u6d3b\u7528\u3059\u308c\u3070\u300c\u8ab0\u304c\u30fb\u3069\u306e\u696d\u52d9\u306b\u30fb\u3069\u308c\u304f\u3089\u3044\u6642\u9593\u3092\u304b\u3051\u3066\u3044\u308b\u306e\u304b\u300d\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong><\/p>\n<p>\u25bc\uff08\u4f8b\uff09TimeCrowd\u306e\u30ec\u30dd\u30fc\u30c8\u753b\u9762<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-7079\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/07\/tutorial3.png\" alt=\"\" width=\"2328\" height=\"1164\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/07\/tutorial3.png 2328w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/07\/tutorial3-768x384.png 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/07\/tutorial3-1536x768.png 1536w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2022\/07\/tutorial3-2048x1024.png 2048w\" sizes=\"(max-width: 2328px) 100vw, 2328px\" \/><\/p>\n<p>\u4e00\u90e8\u306eCTI\u30c4\u30fc\u30eb\u3068\u306f\u9023\u643a\u304c\u53ef\u80fd\u3067\u3001\u305f\u3068\u3048\u3070\u901a\u8a71\u306e\u958b\u59cb\u6642\u3068\u7d42\u4e86\u6642\u306b\u306f\u30b7\u30b9\u30c6\u30e0\u3068\u9023\u643a\u3057\u3066\u81ea\u52d5\u3067\u6253\u523b\u304c\u884c\u308f\u308c\u307e\u3059\u3002\u307e\u305f\u3001\u901a\u8a71\u306e\u7d42\u4e86\u6642\u306b\u306f\u3001\u6b21\u306b\u7740\u624b\u3059\u308b\u30bf\u30b9\u30af\uff08\u4f8b\uff1a\u901a\u8a71\u5185\u5bb9\u306e\u8a18\u5165\u4f5c\u696d\uff09\u3092\u81ea\u52d5\u3067\u6253\u523b\u3059\u308b\u3053\u3068\u3082\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u904b\u7528\u8ca0\u62c5\u3092\u6291\u3048\u305f\u3046\u3048\u3067\u5de5\u6570\u8a08\u6e2c\u306b\u53d6\u308a\u7d44\u307f\u305f\u3044\u4f01\u696d\u69d8\u306f\u3001\u4e0b\u8a18\u306e\u30b5\u30fc\u30d3\u30b9\u8cc7\u6599\u304b\u3089\u8a73\u7d30\u306a\u6a5f\u80fd\u3084\u6599\u91d1\u30d7\u30e9\u30f3\u306b\u3064\u3044\u3066\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n<a href=\"https:\/\/timecrowd.net\/materials\/service_document\" class=\"entry-content-cta\" style=\"display: flex;\r\n    justify-content: center;\r\n    align-items: center;\r\n    border-radius: 20px;\r\n    width: 100%;\r\n    background-color: #00B996;\r\n    text-align: center;\r\n    color: #FFFFFF;\r\n    font-size: 20px;\r\n    font-weight: bold;\r\n    margin-bottom: 40px;\r\n    margin-top: 40px;\r\n \u00a0 \u00a0box-shadow: 0 5px 5px #4e575533; padding: 10px;\" target=\"_blank\">\u5de5\u6570\u7ba1\u7406\u30c4\u30fc\u30eb\u300cTimeCrowd\u300d\u306e\u8cc7\u6599\u3092\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9<\/a>\n<h4>AHT\/ATT\/ACW<\/h4>\n<p><strong>AHT\uff08Average Handing Time\uff09\u3068\u306f\u3001\u901a\u8a711\u4ef6\u3042\u305f\u308a\u306b\u304b\u304b\u308b\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u8868\u3059\u3082\u306e\u3067\u3059\u3002<\/strong><\/p>\n<p>AHT\u306f\u3001\u901a\u8a71\u306e\u958b\u59cb\u304b\u3089\u7d42\u4e86\u307e\u3067\u306b\u304b\u304b\u308b\u6642\u9593\uff1dATT\uff08Average Talk Time\uff09\u3068\u3001\u901a\u8a71\u5f8c\u306b\u5fc5\u8981\u306a\u5f8c\u51e6\u7406\u6642\u9593\uff1dACW\uff08After Call Work\uff09\u306e\u5408\u8a08\u5024\u3067\u7b97\u51fa\u3057\u307e\u3059\u3002<\/p>\n<p>AHT\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc1\u4eba\u3042\u305f\u308a\u304c\u5bfe\u5fdc\u3067\u304d\u308b\u901a\u8a71\u4ef6\u6570\u304c\u5897\u3048\u308b\u305f\u3081\u3001\u9867\u5ba2\u306e\u5f85\u3061\u6642\u9593\u306e\u6e1b\u5c11\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u305f\u3060\u3057AHT\u306e\u77ed\u7e2e\u3092\u76ee\u6307\u3057\u305f\u7d50\u679c\u3001ATT\u306e\u77ed\u7e2e\u306b\u8ffd\u308f\u308c\u3066\u3057\u307e\u3046\u3068\u3001\u304b\u3048\u3063\u3066\u54c1\u8cea\u306e\u4f4e\u4e0b\u3092\u62db\u304d\u304b\u306d\u307e\u305b\u3093\u3002\u307e\u305f\u3001ACW\u306e\u77ed\u7e2e\u3082\u5165\u529b\u30df\u30b9\u306a\u3069\u3092\u8a98\u767a\u3059\u308b\u305f\u3081\u3001\u9069\u6b63\u306a\u5024\u3092\u898b\u5b9a\u3081\u3066\u8a2d\u5b9a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h3>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a<\/h3>\n<p>\u8fd1\u5e74\u3001CS\uff08\u9867\u5ba2\u6e80\u8db3\uff09\u3084CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306a\u3069\u304c\u6ce8\u76ee\u3092\u96c6\u3081\u308b\u306a\u304b\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u9867\u5ba2\u3068\u76f4\u63a5\u63a5\u70b9\u3092\u6301\u3064\u3053\u3068\u304b\u3089\u975e\u5e38\u306b\u91cd\u8981\u306a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u3042\u308b\u3068\u3044\u3048\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3092\u56f3\u308b\u306b\u306f\u300cNPS\u300d\u300cCES\u300d\u300cSL\u300d\u306a\u3069\u306e\u30b9\u30b3\u30a2\u3084\u3001\u5fdc\u7b54\u7387\u306a\u3069\u304c\u4e3b\u8981\u306aKPI\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>NPS\uff08\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09<\/h4>\n<p><strong>NPS\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u8868\u3059\u6307\u6a19\u306e\u3053\u3068\u3067\u3059\u3002<\/strong><\/p>\n<p>\u4e00\u822c\u7684\u306b\u306f\u30d6\u30e9\u30f3\u30c9\u8abf\u67fb\u3067\u7528\u3044\u3089\u308c\u308b\u65b9\u6cd5\u3067\u3059\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u73fe\u5834\u3067\u3082\u5b9f\u65bd\u3055\u308c\u308b\u30b1\u30fc\u30b9\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u5177\u4f53\u7684\u306b\u306f\u3001\u307e\u305a\u306f\u300c\u3042\u306a\u305f\u306f\u3053\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u77e5\u4eba\u306b\u3069\u306e\u7a0b\u5ea6\u3059\u3059\u3081\u305f\u3044\u3068\u601d\u3044\u307e\u3059\u304b\u300d\u3068\u8cea\u554f\u3057\u30010\u301c10\u306e11\u6bb5\u968e\u3067\u56de\u7b54\u3092\u3082\u3089\u3044\u307e\u3059\u3002\u305d\u306e\u5f8c\u3001\u63a8\u5968\u8005(9,10)\u3068\u4e2d\u7acb\u8005(7,8)\u3068\u6279\u5224\u8005(0~6)\u306e3\u3064\u306b\u30af\u30e9\u30b9\u30bf\u30ea\u30f3\u30b0\u3057\u3001\u63a8\u5968\u8005\u306e\u5272\u5408\u304b\u3089\u6279\u5224\u8005\u306e\u5272\u5408\u3092\u5f15\u3044\u3066\u7b97\u51fa\u3057\u307e\u3059\u3002<\/p>\n<p><strong>NPS\u306e\u5411\u4e0a\u306b\u52aa\u3081\u308b\u3053\u3068\u3067\u3001\u53e3\u30b3\u30df\u306e\u5275\u51fa\u30fb\u9867\u5ba2\u5358\u4fa1\u306e\u5411\u4e0a\u30fb\u89e3\u7d04\u7387\u306e\u4f4e\u4e0b\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u30e1\u30ea\u30c3\u30c8\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/strong>\u4e00\u65b9\u3067\u3001\u901a\u8aac\u3068\u3057\u3066\u65e5\u672c\u3067\u306f\uff08\u56fd\u6c11\u6027\u304b\u3089\uff09\u4f4e\u3044\u5024\u304c\u51fa\u3084\u3059\u3044\u3068\u8a00\u308f\u308c\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u3042\u304f\u307e\u3067\u7d76\u5bfe\u7684\u306a\u6307\u6a19\u3067\u306f\u306a\u304f\u3001\u53c2\u8003\u5024\u3068\u3057\u3066\u6271\u3046\u306e\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002<\/p>\n<h4>CES\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\uff09<\/h4>\n<p><strong>CES\u3068\u306f\u3001\u5225\u540d\u300c\u9867\u5ba2\u52aa\u529b\u6307\u6a19\u300d\u3068\u547c\u3070\u308c\u308b\u3082\u306e\u3067\u3001\u9867\u5ba2\u304c\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3059\u308b\u969b\u306b\u3069\u308c\u304f\u3089\u3044\u306e\u30b9\u30c8\u30ec\u30b9\u3092\u611f\u3058\u305f\u306e\u304b\u3092\u8868\u3059\u6307\u6a19\u306e\u3053\u3068\u3067\u3059\u3002<\/strong>NPS\u3068\u306f\u7570\u306a\u308a\u3001\u9867\u5ba2\u306e\u4e0d\u6e80\u3092\u7b97\u51fa\u3059\u308b\u306e\u304c\u7279\u5fb4\u3067\u3059\u3002<\/p>\n<p>\u5177\u4f53\u7684\u306b\u306f\u3001\u307e\u305a\u306f\u300c\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3059\u308b\u969b\u306b\u3069\u308c\u304f\u3089\u3044\u8ca0\u62c5\u304c\u3042\u308a\u307e\u3057\u305f\u304b\uff1f\u300d\u3068\u8cea\u554f\u3057\u30011\u301c7\u306a\u3069\u4efb\u610f\u306e\u6570\u5024\u5e45\u3067\u56de\u7b54\u3092\u3082\u3089\u3044\u307e\u3059\u3002\u305d\u306e\u5f8c\u30011\u301c3\u3092\u4e0a\u4f4d\u533a\u5206\u30016\u301c7\u3092\u4e0b\u4f4d\u533a\u5206\u3068\u3057\u3066\u5272\u5408\u306e\u5dee\u5206\u3092\u5f15\u3044\u3066\u7b97\u51fa\u3057\u307e\u3059\u3002<\/p>\n<p><strong>CES\u306e\u5411\u4e0a\u306b\u52aa\u3081\u308b\u3053\u3068\u3067\u3001\u30af\u30ec\u30fc\u30e0\u3084\u30c8\u30e9\u30d6\u30eb\u306e\u6e1b\u5c11\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u5f93\u696d\u54e1\u306e\u5fc3\u7406\u7684\u8ca0\u62c5\u3082\u6291\u3048\u3089\u308c\u308b\u305f\u3081\u3001\u96e2\u8077\u7387\u306e\u4f4e\u4e0b\u3084\u9577\u6642\u9593\u52b4\u50cd\u306e\u524a\u6e1b\u306b\u3082\u3064\u306a\u304c\u308b\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/strong><\/p>\n<h4>SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09<\/h4>\n<p>SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3068\u306f\u3001\u3042\u3089\u304b\u3058\u3081\u8a2d\u5b9a\u3057\u305f\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3057\u305f\u5272\u5408\u3092\u8868\u3059\u3082\u306e\u3067\u3059\u3002\u4e00\u822c\u7684\u306b\u306f\u300120\u79d2\u4ee5\u5185\u306b80%\u306e\u96fb\u8a71\u306b\u5bfe\u5fdc\u3059\u308b\u3053\u3068\u3092\u76ee\u6a19\u3068\u3059\u308b\u30b1\u30fc\u30b9\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n<p><strong>SL\u304c\u5411\u4e0a\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u5f85\u3061\u6642\u9593\u3084\u653e\u68c4\u547c\u7387\u304c\u6e1b\u5c11\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/strong><\/p>\n<h4>\u5fdc\u7b54\u7387<\/h4>\n<p>\u5fdc\u7b54\u7387\u3068\u306f\u3001\u5165\u96fb\u6570\u306e\u3046\u3061\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3067\u304d\u305f\u5272\u5408\u3092\u8868\u3059\u3082\u306e\u3067\u3059\u3002<\/p>\n<p><strong>\u5fdc\u7b54\u7387\u304c\u4f4e\u3044\u307e\u307e\u3067\u306f\u9867\u5ba2\u306e\u30b9\u30c8\u30ec\u30b9\u304c\u5897\u52a0\u3057\u3001\u30af\u30ec\u30fc\u30e0\u306b\u3064\u306a\u304c\u308b\u6050\u308c\u304c\u3042\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u307e\u305f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u696d\u52d9\u304c\u56de\u3063\u3066\u3044\u306a\u3044\u8a3c\u62e0\u3067\u3082\u3042\u308b\u305f\u3081\u3001\u53ef\u80fd\u306a\u9650\u308a90%\u4ee5\u4e0a\u306e\u5024\u3092\u7dad\u6301\u3067\u304d\u308b\u3088\u3046\u306a\u4f53\u5236\u3065\u304f\u308a\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n<h2><span id=\"KPI-4\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\uff08KPI\u8a2d\u5b9a\uff09\u306e\u30dd\u30a4\u30f3\u30c8<\/span><\/h2>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-11307\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2023\/06\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2023-06-11-14.51.44.jpg\" alt=\"\" width=\"1868\" height=\"1232\" srcset=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2023\/06\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2023-06-11-14.51.44.jpg 1868w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2023\/06\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2023-06-11-14.51.44-768x507.jpg 768w, https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2023\/06\/\u30b9\u30af\u30ea\u30fc\u30f3\u30b7\u30e7\u30c3\u30c8-2023-06-11-14.51.44-1536x1013.jpg 1536w\" sizes=\"(max-width: 1868px) 100vw, 1868px\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u76ee\u6a19\u8a2d\u5b9a\u3067\u306f\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a\u30dd\u30a4\u30f3\u30c8\u306b\u6ce8\u610f\u3092\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li>SMART\u306e\u6cd5\u5247\u306b\u5f93\u3046<\/li>\n<li>\u5f93\u696d\u54e1\u306b\u7406\u89e3\/\u7d0d\u5f97\u3057\u3066\u3082\u3089\u3046<\/li>\n<li>\u5b9a\u671f\u7684\u306b\u632f\u308a\u8fd4\u308a\u3092\u884c\u3046<\/li>\n<\/ul>\n<h3>SMART\u306e\u6cd5\u5247\u306b\u5f93\u3046<\/h3>\n<p>\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046\u969b\u306b\u306f\u300cSMART\u306e\u6cd5\u5247\u300d\u306b\u5f93\u3046\u306e\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002<\/p>\n<p><strong>SMART\u306e\u6cd5\u5247\u3068\u306f\u3001\u76ee\u6a19\u8a2d\u5b9a\u6642\u306b\u91cd\u8981\u306a\u4e0b\u8a185\u3064\u306e\u30dd\u30a4\u30f3\u30c8\u306e\u982d\u6587\u5b57\u3092\u53d6\u3063\u305f\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3067\u3059\u3002<\/strong><\/p>\n<p>\u30fbSpecific\uff08\u5177\u4f53\u7684\uff09<br \/>\n\u30fbMeasurable\uff08\u6e2c\u5b9a\u53ef\u80fd\uff09<br \/>\n\u30fbAchievable\uff08\u9054\u6210\u53ef\u80fd\uff09<br \/>\n\u30fbRelevant\uff08\u95a2\u9023\u6027\u304c\u3042\u308b\uff09<br \/>\n\u30fbTime-bound\uff08\u671f\u9650\u4ed8\u304d\uff09<\/p>\n<p>\u3044\u305a\u308c\u304b\u306e\u30dd\u30a4\u30f3\u30c8\u304c\u6b20\u3051\u3066\u3057\u307e\u3046\u3068\u3001\u8a2d\u5b9a\u3057\u305f\u76ee\u6a19\u304c\u5f62\u9ab8\u5316\u3059\u308b\u6050\u308c\u304c\u3042\u308b\u305f\u3081\u6ce8\u610f\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<h3>\u5f93\u696d\u54e1\u306b\u7406\u89e3\/\u7d0d\u5f97\u3057\u3066\u3082\u3089\u3046<\/h3>\n<p><strong>\u76ee\u6a19\u306f\u8a2d\u5b9a\u3057\u3066\u7d42\u308f\u308a\u3067\u306f\u306a\u304f\u3001\u9054\u6210\u306b\u5411\u3051\u3066\u95a2\u4fc2\u8005\u304c\u5411\u304d\u5408\u3044\u7d9a\u3051\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u8a2d\u5b9a\u3057\u305f\u76ee\u6a19\u3092\u5f93\u696d\u54e1\u306b\u5468\u77e5\u3057\u3001\u76ee\u6a19\u9054\u6210\u306e\u91cd\u8981\u6027\u3092\u7406\u89e3\u3057\u3066\u3082\u3089\u3046\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u76ee\u6a19\u3092\u5468\u77e5\u3059\u308b\u969b\u306b\u306f\u3001\u76ee\u6a19\u9054\u6210\u306b\u3088\u308b\u5f93\u696d\u54e1\u5074\u306e\u30e1\u30ea\u30c3\u30c8\u3082\u4f1d\u3048\u307e\u3059\u3002\u6607\u7d66\u3084\u30dc\u30fc\u30ca\u30b9\u306a\u3069\u306e\u30a4\u30f3\u30bb\u30f3\u30c6\u30a3\u30d6\u4ed8\u4e0e\u3001\u9577\u6642\u9593\u52b4\u50cd\u306e\u524a\u6e1b\u306b\u3088\u308b\u50cd\u304d\u65b9\u306e\u5b9f\u73fe\u306a\u3069\u3001\u7d0d\u5f97\u611f\u306e\u3042\u308b\u9084\u5143\u3092\u7528\u610f\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3>\u5b9a\u671f\u7684\u306b\u632f\u308a\u8fd4\u308a\u3092\u884c\u3046<\/h3>\n<p>\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u305f\u3089\u3001\u5fc5\u305a\u5b9a\u671f\u7684\u306b\u632f\u308a\u8fd4\u308a\u3092\u884c\u3044\u307e\u3059\u3002<\/p>\n<p><strong>\u300cKPI\u3092\u9054\u6210\u3067\u304d\u3066\u3044\u308b\u304b\u300d\u300c\u3067\u304d\u3066\u3044\u306a\u3044\u5834\u5408\u306f\u4f55\u304c\u539f\u56e0\u306a\u306e\u304b\u300d\u3092\u78ba\u8a8d\u3057\u3001\u76ee\u6a19\u9054\u6210\u306b\u5411\u3051\u305f\u6539\u5584\u3092\u884c\u3044\u307e\u3059\u3002<\/strong><\/p>\n<p>\u307e\u305f\u300cKPI\u306e\u672a\u9054\u6210\u304c\u7d9a\u304f\u300d\u300cKPI\u3092\u9054\u6210\u3057\u305f\u3051\u3069KGI\u306e\u9054\u6210\u306b\u3064\u306a\u304c\u3089\u306a\u3044\u300d\u5834\u5408\u306f\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u76ee\u6a19\u3092\u4fee\u6b63\u3059\u308b\u3053\u3068\u3082\u91cd\u8981\u3067\u3059\u3002\u632f\u308a\u8fd4\u308a\u306e\u30bf\u30a4\u30df\u30f3\u30b0\u306f\u3001\u4e8b\u524d\u306b\u8a2d\u5b9a\u3057\u306a\u3051\u308c\u3070\u98a8\u5316\u3057\u3066\u3057\u307e\u3046\u305f\u3081\u3001\u5fc5\u305a\u6700\u521d\u306b\u6c7a\u3081\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n<h2><span id=\"i\">\u307e\u3068\u3081<\/span><\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\u306f\u3001\u696d\u52d9\u306e\u52b9\u7387\u5316\u3084\u5f93\u696d\u54e1\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u5411\u4e0a\u3001\u305d\u3057\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u4e0d\u53ef\u6b20\u306a\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002<\/p>\n<p>\u672c\u8a18\u4e8b\u3067\u7d39\u4ecb\u3057\u305f\u65b9\u6cd5\u3092\u53c2\u8003\u306b\u3001\u81ea\u793e\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u5408\u3063\u305f\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3044\u3001\u3088\u308a\u8cea\u306e\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u76ee\u6307\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>\u25bc\u305d\u306e\u4ed6\u306b\u3082\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7ba1\u7406\u306b\u95a2\u3059\u308b\u60c5\u5831\u306f\u4e0b\u8a18\u8a18\u4e8b\u3092\u53c2\u8003\u306b\u3057\u3066\u304f\u3060\u3055\u3044<\/p>\n<div class=\"linkcard\"><div class=\"lkc-internal-wrap\"><a class=\"no_icon\" href=\"https:\/\/blog.timecrowd.net\/callcenter-management\/\" target=\"_blank\"><div class=\"lkc-card\"><div class=\"lkc-content\"><span class=\"lkc-thumbnail\"><img class=\"lkc-thumbnail-img\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2023\/09\/arlington-research-kN_kViDchA0-unsplash-150x150.jpg\" alt=\"\" \/><\/span><span class=\"lkc-title\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\uff5c\u6c42\u3081\u3089\u308c\u308b\u30b9\u30ad\u30eb\u3084\u6ce8\u610f\u70b9\u306b\u3064\u3044\u3066\u89e3\u8aac<\/span><div class=\"lkc-url\"><cite>https:\/\/blog.timecrowd.net\/callcenter-management\/<\/cite><\/div><div class=\"lkc-excerpt\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u696d\u52d9\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u80b2\u6210\u3084\u7a3c\u50cd\u72b6\u6cc1\u306e\u7ba1\u7406\u3001\u76ee\u6a19\u7ba1\u7406\u3001\u9867\u5ba2\u5bfe\u5fdc\u306e\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002\u30a4\u30ec\u30ae\u30e5\u30e9\u30fc\u306a\u6848\u4ef6\u3084\u30af\u30ec\u30fc\u30e0\u5bfe\u5fdc\u306a\u3069\u304c\u767a\u751f\u3057\u3084\u3059\u3044\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u5168\u4f53\u306b\u6c17\u3092\u914d\u308a\u306a\u304c\u3089\u696d\u52d9\u91cf\u3084\u4eba\u6750\u914d\u7f6e\u306a\u3069\u304c\u9069\u6b63\u306b\u306a\u308b...<\/div><\/div><div class=\"clear\"><\/div><\/div><\/a><\/div><\/div>\n<div class=\"linkcard\"><div class=\"lkc-internal-wrap\"><a class=\"no_icon\" href=\"https:\/\/blog.timecrowd.net\/callcenter-business-improvement\/\" target=\"_blank\"><div class=\"lkc-card\"><div class=\"lkc-content\"><span class=\"lkc-thumbnail\"><img class=\"lkc-thumbnail-img\" src=\"https:\/\/blog.timecrowd.net\/wp-content\/uploads\/2023\/09\/callcenter_main-150x150.jpg\" alt=\"\" \/><\/span><span class=\"lkc-title\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u6539\u5584\uff5c\u30dd\u30a4\u30f3\u30c8\u30fb\u5177\u4f53\u7684\u306a\u65bd\u7b56\u30fb\u304a\u3059\u3059\u3081\u30c4\u30fc\u30eb\u3092\u89e3\u8aac<\/span><div class=\"lkc-url\"><cite>https:\/\/blog.timecrowd.net\/callcenter-business-improvement\/<\/cite><\/div><div class=\"lkc-excerpt\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u73fe\u5834\u3067\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u3084\u7d4c\u9a13\u306b\u3088\u3063\u3066\u5bfe\u5fdc\u54c1\u8cea\u306b\u3070\u3089\u3064\u304d\u304c\u3042\u3063\u305f\u308a\u3001\u9591\u6563\u671f\u3084\u7e41\u5fd9\u671f\u3067\u5747\u8cea\u306a\u7a3c\u50cd\u7387\u3092\u7dad\u6301\u3057\u306b\u304f\u304b\u3063\u305f\u308a\u3068\u3044\u3063\u305f\u8ab2\u984c\u304c\u6319\u3052\u3089\u308c\u308b\u3067\u3057\u3087\u3046\u3002\u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u306b\u304a\u3051\u308b\u8ab2\u984c\u3084\u3001\u696d\u52d9\u6539\u5584\u306e\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044...<\/div><\/div><div 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