{"id":241,"date":"2022-06-06T13:48:38","date_gmt":"2022-06-06T04:48:38","guid":{"rendered":"https:\/\/callcenternavi.jp\/connenavi\/?post_type=news&#038;p=241"},"modified":"2026-03-03T17:04:17","modified_gmt":"2026-03-03T08:04:17","slug":"%e3%82%b3%e3%83%bc%e3%83%ab%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e9%81%8b%e5%96%b6%e3%81%aekpi%e3%82%92%e3%82%8f%e3%81%8b%e3%82%8a%e3%82%84%e3%81%99%e3%81%8f%e8%a7%a3%e8%aa%ac-%e3%82%a4%e3%83%b3","status":"publish","type":"news","link":"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/","title":{"rendered":"\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u307e\u3068\u3081\uff5c\u4ee3\u8868\u7684\u306a\u6307\u6a19\u3068\u7b97\u51fa\u65b9\u6cd5\u3092\u89e3\u8aac"},"content":{"rendered":"\n<p>\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u578b\uff08\u53d7\u96fb\uff09\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u3001\u696d\u52d9\u306e\u8cea\u3084\u52b9\u7387\u3092\u8a55\u4fa1\u30fb\u6539\u5584\u3057\u3066\u3044\u304f\u3046\u3048\u3067\u6b20\u304b\u305b\u306a\u3044\u306e\u304c\u300c<strong>KPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09<\/strong>\u300d\u306e\u5b58\u5728\u3067\u3059\u3002<br>KPI\u306f\u3001\u5358\u306b\u6570\u5024\u3092\u8ffd\u3046\u305f\u3081\u306e\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u5fdc\u5bfe\u54c1\u8cea\u3001\u696d\u52d9\u52b9\u7387\u3001\u73fe\u5834\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u5b89\u5b9a\u6027\u306a\u3069\u3001\u3042\u3089\u3086\u308b\u5074\u9762\u3092\u53ef\u8996\u5316\u3057\u3001\u6539\u5584\u306b\u3064\u306a\u3052\u308b\u6307\u6a19\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u3088\u304f\u4f7f\u308f\u308c\u308b\u4ee3\u8868\u7684\u306aKPI\u3092\u76ee\u7684\u5225\u306b\u6574\u7406\u3057\u3001\u305d\u308c\u305e\u308c\u306e\u6982\u8981\u3084\u7b97\u51fa\u65b9\u6cd5\u3092\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac\u3057\u307e\u3059\u3002<br>\u6307\u6a19\u3054\u3068\u306e\u8a73\u3057\u3044\u5185\u5bb9\u3084\u6539\u5584\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044\u3066\u306f\u3001\u5404\u9805\u76ee\u306b\u30ea\u30f3\u30af\u3057\u3066\u3044\u308b\u95a2\u9023\u8a18\u4e8b\u3082\u3042\u308f\u305b\u3066\u3054\u6d3b\u7528\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-center\"><strong>\u25bc\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u3067\u4f7f\u308f\u308c\u308bKPI\u306e\u4e00\u89a7\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/2992\/\" target=\"_blank\" rel=\"noopener\" title=\"\">\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\uff5c\u4ee3\u8868\u7684\u306a\u9805\u76ee\u30fb\u8a2d\u5b9a\u3059\u308b\u91cd\u8981\u6027\u3092\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_81 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">TOPICS<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#KPI%E3%81%A8%E3%81%AF%E4%BD%95%E3%81%8B%EF%BC%9F\" >KPI\u3068\u306f\u4f55\u304b\uff1f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E3%82%B3%E3%83%BC%E3%83%AB%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC%E3%81%A7KPI%E3%82%92%E7%AE%A1%E7%90%86%E3%81%99%E3%82%8B%E7%90%86%E7%94%B1\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u7ba1\u7406\u3059\u308b\u7406\u7531<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E3%80%90%E4%B8%80%E8%A6%A7%E8%A1%A8%E3%80%91%E3%82%B3%E3%83%BC%E3%83%AB%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC%E3%81%A7%E4%BB%A3%E8%A1%A8%E7%9A%84%E3%81%AAKPI%E3%82%92%E3%81%94%E7%B4%B9%E4%BB%8B\" >\u3010\u4e00\u89a7\u8868\u3011\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u4ee3\u8868\u7684\u306aKPI\u3092\u3054\u7d39\u4ecb<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E5%BF%9C%E5%AF%BE%E5%93%81%E8%B3%AA%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\" >\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E5%BF%9C%E7%AD%94%E7%8E%87%E3%83%BB%E6%94%BE%E6%A3%84%E5%91%BC%E7%8E%87%E3%81%A8%E3%81%AF\" >\u5fdc\u7b54\u7387\u30fb\u653e\u68c4\u547c\u7387\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#SL%EF%BC%88%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9%E3%83%AC%E3%83%99%E3%83%AB%EF%BC%89%E3%81%A8%E3%81%AF\" >SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#ASA%EF%BC%88%E5%B9%B3%E5%9D%87%E5%BF%9C%E7%AD%94%E9%80%9F%E5%BA%A6%EF%BC%89%E3%81%A8%E3%81%AF\" >ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#FCR%EF%BC%88%E4%B8%80%E6%AC%A1%E8%A7%A3%E6%B1%BA%E7%8E%87%EF%BC%89%E3%81%A8%E3%81%AF\" >FCR\uff08\u4e00\u6b21\u89e3\u6c7a\u7387\uff09\u3068\u306f<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E5%8A%B9%E7%8E%87%E3%83%BB%E7%94%9F%E7%94%A3%E6%80%A7%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\" >\u52b9\u7387\u30fb\u751f\u7523\u6027\u306b\u95a2\u3059\u308bKPI<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E7%A8%BC%E5%83%8D%E7%8E%87%E3%81%A8%E3%81%AF\" >\u7a3c\u50cd\u7387\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#AHT%EF%BC%88ACW%E3%80%81ATT%EF%BC%89%E3%81%A8%E3%81%AF\" >AHT\uff08ACW\u3001ATT\uff09\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#CPC%E3%81%A8%E3%81%AF\" >CPC\u3068\u306f<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E9%A1%A7%E5%AE%A2%E6%BA%80%E8%B6%B3%E5%BA%A6%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\" >\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#CS%E3%81%A8%E3%81%AF\" >CS\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#NPS%E3%81%A8%E3%81%AF\" >NPS\u3068\u306f<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E3%83%9E%E3%83%8D%E3%82%B8%E3%83%A1%E3%83%B3%E3%83%88%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\" >\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E6%AC%A0%E5%8B%A4%E7%8E%87%E3%81%A8%E3%81%AF\" >\u6b20\u52e4\u7387\u3068\u306f<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E9%9B%A2%E8%81%B7%E7%8E%87%E3%81%A8%E3%81%AF\" >\u96e2\u8077\u7387\u3068\u306f<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/241\/#%E3%81%BE%E3%81%A8%E3%82%81\" >\u307e\u3068\u3081<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"KPI%E3%81%A8%E3%81%AF%E4%BD%95%E3%81%8B%EF%BC%9F\"><\/span>KPI\u3068\u306f\u4f55\u304b\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>KPI\uff08Key Performance Indicator\uff09\u3068\u306f\u3001<mark>\u8a2d\u5b9a\u3057\u305f\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u904e\u7a0b\u3092\u8a08\u6e2c\u30fb\u8a55\u4fa1\u3059\u308b\u4e2d\u9593\u6307\u6a19\u306e\u3053\u3068<\/mark>\u3067\u3059\u3002\u65e5\u672c\u8a9e\u3067\u306f\u3001<strong>\u300c\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u300d<\/strong>\u3068\u3082\u8a00\u3044\u307e\u3059\u3002<br>\u30d3\u30b8\u30cd\u30b9\u5168\u4f53\u3067\u4f7f\u308f\u308c\u308b\u6982\u5ff5\u3067\u3059\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u300c\u5fdc\u7b54\u7387\u300d\u300c\u51e6\u7406\u4ef6\u6570\u300d\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u300d\u306a\u3069\u3001\u65e5\u3005\u306e\u696d\u52d9\u72b6\u6cc1\u3084\u54c1\u8cea\u3092\u53ef\u8996\u5316\u3059\u308b\u305f\u3081\u306b\u8a2d\u5b9a\u3055\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<p>KPI\u3092\u6d3b\u7528\u3059\u308b\u76ee\u7684\u306f\u3001\u5358\u306b\u73fe\u5834\u306e\u6210\u679c\u3092\u8a55\u4fa1\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001<strong>\u8ab2\u984c\u306e\u65e9\u671f\u767a\u898b\u3084\u696d\u52d9\u6539\u5584\u306e\u5224\u65ad\u6750\u6599\u3068\u3059\u308b\u3053\u3068<\/strong>\u306b\u3042\u308a\u307e\u3059\u3002<br>\u6570\u5024\u306e\u63a8\u79fb\u3092\u5b9a\u671f\u7684\u306b\u78ba\u8a8d\u3059\u308b\u3053\u3068\u3067\u3001\u5909\u5316\u306b\u3059\u3070\u3084\u304f\u5bfe\u5fdc\u3067\u304d\u308b\u4f53\u5236\u3065\u304f\u308a\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u3092\u5b89\u5b9a\u3055\u305b\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u7dad\u6301\u30fb\u5411\u4e0a\u3055\u305b\u308b\u3046\u3048\u3067\u3001KPI\u306e\u8a2d\u5b9a\u3068\u7ba1\u7406\u306f\u6b20\u304b\u305b\u306a\u3044\u8981\u7d20\u3068\u3044\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E3%82%B3%E3%83%BC%E3%83%AB%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC%E3%81%A7KPI%E3%82%92%E7%AE%A1%E7%90%86%E3%81%99%E3%82%8B%E7%90%86%E7%94%B1\"><\/span>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u7ba1\u7406\u3059\u308b\u7406\u7531<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u300d\u3084\u300c\u5fdc\u5bfe\u54c1\u8cea\u306e\u6539\u5584\u300d\u306a\u3069\u3001\u6210\u679c\u304c\u3059\u3050\u306b\u898b\u3048\u3065\u3089\u3044\u76ee\u6a19\u304c\u591a\u304f\u3042\u308a\u307e\u3059\u3002<br>\u3053\u3046\u3057\u305f\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u306b\u306f\u3001\u65e5\u3005\u306e\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u3092\u6570\u5024\u3067\u201c\u898b\u3048\u308b\u5316\u201d\u3057\u3001\u73fe\u5834\u5168\u4f53\u3067\u5171\u6709\u30fb\u6539\u5584\u3057\u3066\u3044\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>KPI\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084SV\u306b\u3068\u3063\u3066\u306f\u5177\u4f53\u7684\u306a\u76ee\u6a19\u3068\u306a\u308a\u3001\u7ba1\u7406\u8005\u306b\u3068\u3063\u3066\u3082\u8a55\u4fa1\u3084\u80b2\u6210\u306e\u57fa\u6e96\u306b\u306a\u308a\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001AHT\u304c\u9577\u3044\u5834\u5408\u3067\u3082\u3001\u305d\u306e\u539f\u56e0\u304c\u696d\u52d9\u30d5\u30ed\u30fc\u306b\u3088\u308b\u306e\u304b\u3001\u500b\u4eba\u30b9\u30ad\u30eb\u306b\u3088\u308b\u306e\u304b\u3092\u5206\u6790\u3057\u3001\u9069\u5207\u306a\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<p>KPI\u306b\u306f\u3001\u300c\u6210\u679c\u6307\u6a19\uff08\u4f8b\uff1a\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u300d\u3068\u3001\u305d\u306e\u9054\u6210\u306b\u5411\u3051\u3066\u7ba1\u7406\u3059\u3079\u304d\u300c\u30d7\u30ed\u30bb\u30b9\u6307\u6a19\uff08\u4f8b\uff1a\u5fdc\u7b54\u7387\u3084AHT\uff09\u300d\u304c\u3042\u308a\u3001\u4e21\u8005\u3092\u30d0\u30e9\u30f3\u30b9\u3088\u304f\u8ffd\u3046\u3053\u3068\u304c\u3001\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u3064\u307e\u308a\u3001KPI\u306f\u73fe\u5834\u306e\u72b6\u614b\u3092\u5ba2\u89b3\u7684\u306b\u628a\u63e1\u3057\u3001\u6539\u5584\u306e\u6253\u3061\u624b\u3092\u5c0e\u304d\u51fa\u3059\u305f\u3081\u306e\u201c\u30ca\u30d3\u30b2\u30fc\u30b7\u30e7\u30f3\u201d\u306e\u3088\u3046\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u3066\u3044\u308b\u306e\u3067\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E3%80%90%E4%B8%80%E8%A6%A7%E8%A1%A8%E3%80%91%E3%82%B3%E3%83%BC%E3%83%AB%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC%E3%81%A7%E4%BB%A3%E8%A1%A8%E7%9A%84%E3%81%AAKPI%E3%82%92%E3%81%94%E7%B4%B9%E4%BB%8B\"><\/span>\u3010\u4e00\u89a7\u8868\u3011\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u4ee3\u8868\u7684\u306aKPI\u3092\u3054\u7d39\u4ecb<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u5fdc\u5bfe\u54c1\u8cea\u3084\u696d\u52d9\u52b9\u7387\u3001\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u89b3\u70b9\u304b\u3089KPI\u3092\u8a2d\u5b9a\u30fb\u6d3b\u7528\u3057\u3066\u3044\u307e\u3059\u3002<br>\u672c\u7ae0\u3067\u306f\u3001\u76ee\u7684\u5225\u306b\u5206\u985e\u3057\u305f\u4ee3\u8868\u7684\u306aKPI\u3092\u4e00\u89a7\u3067\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<br>\u5404\u6307\u6a19\u306e\u610f\u5473\u3084\u7b97\u51fa\u65b9\u6cd5\u306a\u3069\u3001\u8a73\u3057\u3044\u5185\u5bb9\u306f\u6b21\u7ae0\u4ee5\u964d\u3067\u305d\u308c\u305e\u308c\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<table style=\"border-collapse: collapse; width: 100%; height: 210px;\">\n<tbody>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u30ab\u30c6\u30b4\u30ea<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u4e3b\u306aKPI<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u6982\u8981<\/strong><\/span><\/td>\n<\/tr>\n<tr style=\"height: 49px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 49px;\"><span style=\"color: #31529c;\"><strong>\u5fdc\u5bfe\u54c1\u8cea<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; height: 49px;\">\u5fdc\u7b54\u7387\uff0f\u653e\u68c4\u7387\uff0fSL\uff0f\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff08ASA\uff09\uff0f\u4e00\u6b21\u89e3\u6c7a\u7387\uff08FCR\uff09<\/td>\n<td style=\"width: 33.3333%; height: 49px;\">\u3064\u306a\u304c\u308a\u3084\u3059\u3055\u3084\u4e00\u6b21\u89e3\u6c7a\u529b\u306a\u3069\u3001\u5fdc\u5bfe\u306e\u8cea\u3092\u6e2c\u308b\u6307\u6a19<\/td>\n<\/tr>\n<tr style=\"height: 46px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 46px;\"><span style=\"color: #31529c;\"><strong>\u751f\u7523\u6027\u30fb\u696d\u52d9\u52b9\u7387<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; height: 46px;\">CPH\uff0fATT\uff0fACW\uff0fAHT\uff0fCPC\uff0f\u7a3c\u50cd\u7387<\/td>\n<td style=\"width: 33.3333%; height: 46px;\">\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u51e6\u7406\u52b9\u7387\u3084\u751f\u7523\u6027\u3092\u6e2c\u308b\u6307\u6a19<\/td>\n<\/tr>\n<tr style=\"height: 46px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 46px;\"><span style=\"color: #31529c;\"><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; height: 46px;\">\u6b20\u52e4\u7387\uff0f\u96e2\u8077\u7387<\/td>\n<td style=\"width: 33.3333%; height: 46px;\">\u4eba\u54e1\u72b6\u6cc1\u3084\u50cd\u304d\u3084\u3059\u3055\u306a\u3069\u3001\u73fe\u5834\u306e\u4f53\u5236\u306b\u95a2\u308f\u308b\u6307\u6a19<\/td>\n<\/tr>\n<tr style=\"height: 46px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 46px;\"><span style=\"color: #31529c;\"><strong>\u30de\u30cd\u30b8\u30e1\u30f3\u30c8<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; height: 46px;\">\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CS\uff09\uff0fNPS<\/td>\n<td style=\"width: 33.3333%; height: 46px;\">\u9867\u5ba2\u4f53\u9a13\u306e\u7d50\u679c\u3084\u4f01\u696d\u3078\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u8a55\u4fa1\u3059\u308b\u6307\u6a19<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E5%BF%9C%E5%AF%BE%E5%93%81%E8%B3%AA%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\"><\/span>\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<table style=\"border-collapse: collapse; width: 100%; height: 418px;\">\n<tbody>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>KPI\u9805\u76ee<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u6982\u8981<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u7b97\u51fa\u65b9\u6cd5<\/strong><\/span><\/td>\n<\/tr>\n<tr style=\"height: 70px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #d3dcf5;\"><strong>\u5fdc\u7b54\u7387<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px;\">\n<p>\u7740\u4fe1\u547c\u6570\u306b\u5bfe\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3057\u305f\u6570\uff08\u4e00\u90e8\u3001IVR\u3067\u306e\u5bfe\u5fdc\u3082\u542b\u3080\uff09\u306e\u5272\u5408\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #ffffff;\">\u5bfe\u5fdc\u547c(\u4ef6) \u00f7 \u7740\u4fe1\u547c(\u4ef6)\u6570 \u00d7 100<\/td>\n<\/tr>\n<tr style=\"height: 52px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 52px; background-color: #d3dcf5;\"><strong>\u653e\u68c4\u547c\u7387<\/strong><br><strong>\uff08\u30a2\u30d0\u30f3\u30c0\u30f3\u30b3\u30fc\u30eb\u30ec\u30fc\u30c8\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 52px;\">\n<p>\u7740\u4fe1\u547c\u6570\u306b\u5bfe\u3059\u308b\u653e\u68c4\u547c\u6570\u306e\u5272\u5408\u306e\u3053\u3068\u3002\u5fdc\u7b54\u7387\u3068\u5bfe\u3092\u306a\u3059\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 52px; background-color: #ffffff;\">\u653e\u68c4\u547c(\u4ef6) \u00f7 \u7740\u4fe1\u547c(\u4ef6)\u6570 \u00d7 100<\/td>\n<\/tr>\n<tr style=\"height: 70px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #d3dcf5;\"><strong>SL<\/strong><br><strong>\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px;\">\n<p>\u7740\u4fe1\u547c\u6570\u306b\u5bfe\u3057\u3001\u8a2d\u5b9a\u3057\u305f\u6642\u9593\u5185\u3067\u5fdc\u7b54\u3067\u304d\u305f\u547c\u6570\u306e\u5272\u5408\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #ffffff;\">\n<p>\u898f\u5b9a\u6642\u9593\u5185\u306b\u3064\u306a\u304c\u3063\u305f\u4ef6\u6570<br>\u00f7 \u7740\u4fe1\u4ef6\u6570<br>\uff08\u4e00\u822c\u7684\u306b\u306f20\u79d2\u4ee5\u5185\u304c\u591a\u3044\uff09<\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 70px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #d3dcf5;\"><strong>ASA<\/strong><br><strong>\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px;\">\n<p>\u7740\u4fe1\u8981\u6c42\u304c\u3042\u3063\u3066\u304b\u3089\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #ffffff;\">\n<p>\u7e4b\u304c\u3063\u305f\u547c\u306e\u5f85\u3061\u6642\u9593<br>\u00f7 \u3064\u306a\u304c\u3063\u305f\u4ef6\u6570<\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 133px;\">\n<td style=\"width: 33.3333%; text-align: center; background-color: #d3dcf5; height: 133px;\"><strong>FCR<br>\uff08\u4e00\u6b21\u89e3\u6c7a\u7387\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 133px;\">\n<p>\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u304c\u3001\u518d\u5bfe\u5fdc\u3084\u6298\u308a\u8fd4\u3057\u304c\u767a\u751f\u305b\u305a\u306b\u89e3\u6c7a\u3067\u304d\u305f\u5272\u5408\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #ffffff; height: 133px;\">\n<p>\u4e00\u6b21\u5bfe\u5fdc\u3067\u89e3\u6c7a\u3067\u304d\u305f\u4ef6\u6570 \u00f7 \u7dcf\u5bfe\u5fdc\u4ef6\u6570 \u00d7 100<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E5%BF%9C%E7%AD%94%E7%8E%87%E3%83%BB%E6%94%BE%E6%A3%84%E5%91%BC%E7%8E%87%E3%81%A8%E3%81%AF\"><\/span>\u5fdc\u7b54\u7387\u30fb\u653e\u68c4\u547c\u7387\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300c\u5fdc\u7b54\u7387\u300d\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u306b\u5bfe\u3057\u3066\u3001\u3069\u308c\u3060\u3051\u5bfe\u5fdc\u3067\u304d\u305f\u304b\u3092\u793a\u3059\u57fa\u672c\u7684\u306a\u6307\u6a19\u3067\u3059\u3002\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u304a\u3044\u3066\u3001\u307e\u305a\u91cd\u8981\u306a\u306e\u306f\u201c\u3064\u306a\u304c\u308b\u3053\u3068\u201d\u3002\u305d\u306e\u610f\u5473\u3067\u3082\u3001\u5fdc\u7b54\u7387\u306f\u6700\u3082\u91cd\u8996\u3055\u308c\u308bKPI\u306e\u3072\u3068\u3064\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u306a\u304a\u3001\u300c\u5fdc\u7b54\u7387\u300d\u3068\u300c\u653e\u68c4\u547c\u7387\uff08\u653e\u68c4\u7387\uff09\u300d\u306f\u88cf\u8868\u306e\u95a2\u4fc2\u306b\u3042\u308a\u3001\u653e\u68c4\u547c\u7387\u3067\u7ba1\u7406\u3057\u3066\u3044\u308b\u30bb\u30f3\u30bf\u30fc\u3082\u3042\u308a\u307e\u3059\u3002<br>\u5fdc\u7b54\u7387\u304c\u60aa\u5316\u3059\u308b\u5178\u578b\u7684\u306a\u72b6\u614b\u306f\u3001\u4ee5\u4e0b\u306e\u5f0f\u3067\u8868\u3055\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u7740\u4fe1\u3057\u3066\u3044\u308b\u547c\u91cf\uff1e\u53d7\u4ed8\u53ef\u80fd\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u6570<\/strong><\/p>\n<\/div><\/div>\n\n\n\n<p>\u3053\u306e\u3088\u3046\u306a\u72b6\u614b\u306b\u9665\u308b\u539f\u56e0\u3068\u3057\u3066\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u30b1\u30fc\u30b9\u304c\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u547c\u91cf\u306e\u6025\u5897\uff08\u4f8b\uff1a\u81ea\u7136\u707d\u5bb3\u3001\u30ea\u30b3\u30fc\u30eb\u3001\u30c6\u30ec\u30d3\u3084SNS\u3067\u306e\u8a71\u984c\u5316\u306a\u3069\uff09<\/li>\n\n\n\n<li>\u30b9\u30bf\u30c3\u30d5\u6570\u306e\u6e1b\u5c11\uff08\u4f8b\uff1a\u9000\u8077\u30fb\u6b20\u52e4\u3001\u63a1\u7528\u96e3\u3001\u96e2\u5e2d\u4e2d\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u591a\u3044\uff09<\/li>\n\n\n\n<li>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc1\u4eba\u3042\u305f\u308a\u306e\u51e6\u7406\u80fd\u529b\u306e\u4f4e\u4e0b\uff08\u4f8b\uff1a\u5f8c\u51e6\u7406\u6642\u9593\u306e\u5897\u52a0\u3001\u7814\u4fee\u4e0d\u8db3\u3001\u65b0\u4eba\u306e\u6bd4\u7387\u5897\u52a0\u3001\u30b7\u30b9\u30c6\u30e0\u4e0d\u5177\u5408\u306a\u3069\uff09<\/li>\n<\/ul>\n\n\n\n<p>\u5fdc\u7b54\u7387\u304c\u4e0b\u304c\u3063\u3066\u3044\u308b\u5834\u5408\u306f\u3001\u307e\u305a\u300c\u3069\u3053\u306b\u539f\u56e0\u304c\u3042\u308b\u306e\u304b\u300d\u300c\u4e00\u6642\u7684\u306a\u3082\u306e\u304b\u3069\u3046\u304b\u300d\u3092\u898b\u6975\u3081\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u7279\u306b\u3001\u4f4e\u4e0b\u3057\u3066\u3044\u308b\u6642\u9593\u5e2f\u306e\u30bb\u30f3\u30bf\u30fc\u306e\u7a3c\u50cd\u72b6\u6cc1\u3092\u7d30\u304b\u304f\u78ba\u8a8d\u3057\u3001\u72b6\u6cc1\u306b\u5fdc\u3058\u305f\u5bfe\u7b56\u3092\u8fc5\u901f\u306b\u8b1b\u3058\u308b\u3053\u3068\u3067\u3001\u5f71\u97ff\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bc\u5fdc\u7b54\u7387\u30fb\u653e\u68c4\u547c\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/5300\/\" target=\"_blank\" rel=\"noopener\" title=\"\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5fdc\u7b54\u7387\u3068\u306f\uff1f\u9069\u6b63\u76ee\u5b89\u3084\u4f4e\u4e0b\u306e\u539f\u56e0\u3001\u52b9\u679c\u7684\u306a\u6539\u5584\u7b56\u3092\u89e3\u8aac<\/a>\u300d<br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4406\/\" target=\"_blank\" rel=\"noopener\" title=\"\">\u653e\u68c4\u547c\u3068\u306f\uff1f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u767a\u751f\u539f\u56e0\u3001\u653e\u68c4\u547c\u7387\u306e\u8a08\u7b97\u65b9\u6cd5\u30fb\u6539\u5584\u7b56\u3092\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"SL%EF%BC%88%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9%E3%83%AC%E3%83%99%E3%83%AB%EF%BC%89%E3%81%A8%E3%81%AF\"><\/span>SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u306f\u3001\u300c\u7740\u4fe1\u304b\u3089\u4e00\u5b9a\u6642\u9593\u5185\u306b\u3069\u308c\u3060\u3051\u306e\u96fb\u8a71\u306b\u5fdc\u7b54\u3067\u304d\u305f\u304b\u300d\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u4e00\u822c\u7684\u306b\u306f\u300c20\u79d2\u4ee5\u5185\u306b80\uff05\u5fdc\u7b54\u300d\u306a\u3069\u306e\u76ee\u6a19\u304c\u8a2d\u5b9a\u3055\u308c\u3066\u304a\u308a\u3001<strong>\u5bfe\u5fdc\u30b9\u30d4\u30fc\u30c9\u306b\u7740\u76ee\u3057\u305fKPI<\/strong>\u3068\u3057\u3066\u6d3b\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u201c\u3064\u306a\u304c\u308a\u3084\u3059\u3055\u201d\u3092\u793a\u3059\u6307\u6a19\u306b\u306f\u5fdc\u7b54\u7387\u3082\u3042\u308a\u307e\u3059\u304c\u3001\u5fdc\u7b54\u7387\u304c\u300c<span style=\"text-decoration: underline;\">\u51fa\u3089\u308c\u305f\u304b<\/span>\u300d\u306a\u306e\u306b\u5bfe\u3057\u3001SL\u306f\u300c<span style=\"text-decoration: underline;\">\u3069\u308c\u3060\u3051\u5f85\u305f\u305b\u305a\u306b\u51fa\u3089\u308c\u305f\u304b<\/span>\u300d\u3092\u8a55\u4fa1\u3067\u304d\u308b\u70b9\u304c\u5927\u304d\u306a\u9055\u3044\u3067\u3059\u3002<\/p>\n\n\n\n<p>SL\u304c\u4f4e\u4e0b\u3059\u308b\u539f\u56e0\u3068\u3057\u3066\u306f\u3001\u4eba\u54e1\u4e0d\u8db3\u30fb\u5165\u96fb\u306e\u96c6\u4e2d\u30fbAHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u306e\u5897\u52a0\u306a\u3069\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u5fdc\u7b54\u7387\u306e\u60aa\u5316\u3068\u9023\u52d5\u3057\u3066\u3044\u308b\u30b1\u30fc\u30b9\u3082\u591a\u3044\u305f\u3081\u3001\u307e\u305a\u306f\u73fe\u5834\u306e\u72b6\u6cc1\u3092\u628a\u63e1\u3057\u3001<strong>\u5165\u96fb\u4e88\u6e2c\u306b\u5fdc\u3058\u305f\u8981\u54e1\u914d\u7f6e\u3084AHT\u306e\u898b\u76f4\u3057<\/strong>\u3068\u3044\u3063\u305f\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>SL\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3078\u306e\u5f71\u97ff\u304c\u5927\u304d\u3044\u305f\u3081\u3001\u7d99\u7d9a\u7684\u306a\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u3068\u65e9\u671f\u306e\u6539\u5584\u5bfe\u5fdc\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bcSL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<br><\/strong>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/5664\/\" target=\"_blank\" rel=\"noopener\" title=\"\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eSL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3068\u306f\uff1fKPI\u8a2d\u8a08\u304b\u3089\u904b\u7528\u6539\u5584\u307e\u3067\u5fb9\u5e95\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"ASA%EF%BC%88%E5%B9%B3%E5%9D%87%E5%BF%9C%E7%AD%94%E9%80%9F%E5%BA%A6%EF%BC%89%E3%81%A8%E3%81%AF\"><\/span>ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u306f\u3001<strong>\u96fb\u8a71\u304c\u7740\u4fe1\u3057\u3066\u304b\u3089\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593<\/strong>\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002\u88cf\u3092\u8fd4\u305b\u3070\u300c\u304a\u5ba2\u69d8\u304c\u3069\u308c\u3060\u3051\u5f85\u305f\u3055\u308c\u305f\u304b\u300d\u3092\u793a\u3059\u6570\u5024\u3067\u3042\u308a\u3001<strong>\u9867\u5ba2\u4f53\u9a13\u306b\u76f4\u7d50\u3059\u308b\u91cd\u8981\u306aKPI<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n<p>SL\u304c\u300c\u4e00\u5b9a\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3067\u304d\u305f\u304b\u300d\u3092\u5272\u5408\u3067\u793a\u3059\u306e\u306b\u5bfe\u3057\u3001ASA\u306f\u300c\u5e73\u5747\u3067\u3069\u308c\u3060\u3051\u5f85\u3063\u305f\u304b\u300d\u3092\u6642\u9593\u3067\u53ef\u8996\u5316\u3057\u307e\u3059\u3002\u4f01\u696d\u306b\u3088\u3063\u3066\u306fIVR\uff08\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\uff09\u3084\u81ea\u52d5\u30ac\u30a4\u30c0\u30f3\u30b9\u306e\u6642\u9593\u3082\u542b\u3081\u3066\u8a08\u6e2c\u3059\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>ASA\u306e\u60aa\u5316\u8981\u56e0\u306f\u3001SL\u3084\u5fdc\u7b54\u7387\u3068\u5171\u901a\u3057\u3066\u304a\u308a\u3001<strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u4e0d\u8db3\u3084AHT\u306e\u9577\u671f\u5316\u3001\u547c\u91cf\u306e\u6025\u5897<\/strong>\u306a\u3069\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001ASA\u306e\u6539\u5584\u306b\u3082<strong>\u9069\u6b63\u306a\u4eba\u54e1\u914d\u7f6e\u3084\u5fdc\u7b54\u4f53\u5236\u306e\u898b\u76f4\u3057<\/strong>\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"FCR%EF%BC%88%E4%B8%80%E6%AC%A1%E8%A7%A3%E6%B1%BA%E7%8E%87%EF%BC%89%E3%81%A8%E3%81%AF\"><\/span>FCR\uff08\u4e00\u6b21\u89e3\u6c7a\u7387\uff09\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>FCR\uff08First Call Resolution\uff0f\u4e00\u6b21\u89e3\u6c7a\u7387\uff09\u306f\u3001<strong>\u304a\u5ba2\u69d8\u306e\u554f\u3044\u5408\u308f\u305b\u304c\u521d\u56de\u306e\u5bfe\u5fdc\u3067\u89e3\u6c7a\u3057\u305f\u5272\u5408<\/strong>\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u5bfe\u5fdc\u306e\u201c\u30b9\u30d4\u30fc\u30c9\u201d\u3060\u3051\u3067\u306a\u304f\u3001\u201c\u8cea\u201d\u307e\u3067\u542b\u3081\u3066\u8a55\u4fa1\u3067\u304d\u308bKPI\u3068\u3057\u3066\u3001\u591a\u304f\u306e\u4f01\u696d\u3067\u6ce8\u76ee\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u4eee\u306b\u3064\u306a\u304c\u308b\u30b9\u30d4\u30fc\u30c9\u304c\u65e9\u304f\u3066\u3082\u3001\u4f55\u5ea6\u3082\u554f\u3044\u5408\u308f\u305b\u304c\u5fc5\u8981\u306b\u306a\u308c\u3070\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306f\u4f4e\u4e0b\u3057\u3001\u30bb\u30f3\u30bf\u30fc\u5074\u306e\u8ca0\u8377\u3082\u9ad8\u307e\u308a\u307e\u3059\u3002<strong>FCR\u304c\u9ad8\u3044\u3068\u3044\u3046\u3053\u3068\u306f\u3001\u305d\u308c\u3060\u3051\u30b9\u30e0\u30fc\u30ba\u304b\u3064\u7684\u78ba\u306a\u5fdc\u5bfe\u304c\u3067\u304d\u3066\u3044\u308b\u8a3c\u62e0<\/strong>\u3068\u8a00\u3048\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u307e\u305f\u30011\u56de\u306e\u901a\u8a71\u3060\u3051\u3067\u554f\u984c\u3092\u5b8c\u5168\u306b\u89e3\u6c7a\u3059\u308b\u3053\u3068\u304c\u96e3\u3057\u3044\u7a93\u53e3\u3082\u3042\u308a\u307e\u3059\u3002<br>\u3053\u306e\u3088\u3046\u306b\u5373\u6642\u89e3\u6c7a\u304c\u96e3\u3057\u3044\u696d\u52d9\u306e\u5834\u5408\u306f\u3001<strong>\u300c\u4e00\u56de\u306e\u96fb\u8a71\u3067\u5b8c\u7d50\u3067\u304d\u308b\u7bc4\u56f2\u300d\u3092\u3042\u3089\u304b\u3058\u3081\u5b9a\u7fa9\u3057\u3001\u305d\u308c\u3092\u6e80\u305f\u3057\u305f\u6642\u70b9\u3067\u4e00\u6b21\u89e3\u6c7a\u3068\u307f\u306a\u3059<\/strong>\u904b\u7528\u3092\u3057\u3066\u3044\u308b\u4f01\u696d\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u6539\u5584\u306b\u306f\u3001\u30b9\u30af\u30ea\u30d7\u30c8\u3084\u30ca\u30ec\u30c3\u30b8\u306e\u5145\u5b9f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6559\u80b2\u306a\u3069\u304c\u52b9\u679c\u7684\u3067\u3059\u3002FCR\u306f<strong>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u306e\u4e21\u9762\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u6307\u6a19<\/strong>\u3068\u3057\u3066\u3001\u30d0\u30e9\u30f3\u30b9\u3088\u304f\u904b\u7528\u3057\u3066\u3044\u304f\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E5%8A%B9%E7%8E%87%E3%83%BB%E7%94%9F%E7%94%A3%E6%80%A7%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\"><\/span>\u52b9\u7387\u30fb\u751f\u7523\u6027\u306b\u95a2\u3059\u308bKPI<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<table style=\"border-collapse: collapse; width: 100%; height: 255px;\">\n<tbody>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>KPI\u9805\u76ee<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u6982\u8981<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u7b97\u51fa\u65b9\u6cd5<\/strong><\/span><\/td>\n<\/tr>\n<tr style=\"height: 93px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 93px; background-color: #d3dcf5;\"><strong>\u7a3c\u50cd\u7387<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 93px;\">\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30ed\u30b0\u30a4\u30f3\u6642\u9593<br>\uff08\u7a3c\u50cd\u6642\u9593\uff09\u306e\u3046\u3061\u3001\u672c\u6765\u696d\u52d9\uff08\u96fb\u8a71\u30fbE\u30e1\u30fc\u30eb\u5bfe\u5fdc\u306a\u3069\uff09\u3092\u884c\u3063\u3066\u3044\u308b\u306e\u6642\u9593\u306e\u5272\u5408\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 93px; background-color: #ffffff;\">\n<p>\uff08\u4f1a\u8a71\u6642\u9593\uff0b\u5f8c\u51e6\u7406\u6642\u9593<br>\uff0b\u305d\u306e\u4ed6\u6642\u9593\uff09<br>\u00f7\uff08\u7dcf\u30ed\u30b0\u30a4\u30f3\u6642\u9593\u2212\u96e2\u5e2d\u6642\u9593\uff09<\/p>\n<\/td>\n<\/tr>\n<tr style=\"height: 70px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #d3dcf5;\"><strong>AHT<\/strong><br><strong>\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px;\">\n<p>1\u30b3\u30fc\u30eb\u3042\u305f\u308a\u306e\u901a\u8a71\u958b\u59cb\u304b\u3089<br>\u5f8c\u51e6\u7406\u7d42\u4e86\u307e\u3067\u306b\u8981\u3057\u305f\u6642\u9593\u306e<br>\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #ffffff;\">\uff08\u7dcf\u901a\u8a71\u6642\u9593\uff0b\u7dcf\u5f8c\u51e6\u7406\u6642\u9593<br>\uff0b\u7dcf\u4fdd\u7559\u6642\u9593\uff09\u00f7 \u7dcf\u5fdc\u7b54\u547c\u6570<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 23px; background-color: #d3dcf5;\"><strong>ATT<\/strong><br><strong>\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 23px;\">\n<p>1\u30b3\u30fc\u30eb\u3042\u305f\u308a\u306b\u8981\u3059\u308b\u901a\u8a71\u6642\u9593\u306e\u5e73\u5747\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 23px; background-color: #ffffff;\">\u7dcf\u30b3\u30fc\u30eb\u6570 \u00f7 \u7dcf\u901a\u8a71\u6642\u9593<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 23px; background-color: #d3dcf5;\"><strong>ACW<\/strong><br><strong>\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 23px;\">\n<p>1\u30b3\u30fc\u30eb\u3042\u305f\u308a\u306b\u8981\u3059\u308b\u5f8c\u51e6\u7406<br>\u6642\u9593\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 23px; background-color: #ffffff;\">\u5408\u8a08\u5f8c\u51e6\u7406\u6642\u9593 \u00f7 \u7dcf\u5fdc\u7b54\u547c\u6570<\/td>\n<\/tr>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 23px; background-color: #d3dcf5;\"><strong>CPC<\/strong><br><strong>\uff08\uff11\u30b3\u30fc\u30eb\u306b\u304b\u304b\u308b\u30b3\u30b9\u30c8\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 23px;\">1\u30b3\u30f3\u30bf\u30af\u30c8\u5f53\u305f\u308a\u306b\u8981\u3057\u305f<br>\u30b3\u30b9\u30c8\u3092\u793a\u3059\u6307\u6a19\u306e\u3053\u3068\u3002<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 23px; background-color: #ffffff;\">\n<p>\u30b3\u30fc\u30eb\u306e\u51e6\u7406\u4ef6\u6570<br>\u00f7 \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u7d4c\u8cbb<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E7%A8%BC%E5%83%8D%E7%8E%87%E3%81%A8%E3%81%AF\"><\/span>\u7a3c\u50cd\u7387\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300c\u7a3c\u50cd\u7387\u300d\u306f\u3001\u300c<strong>\u7d66\u4e0e\u304c\u767a\u751f\u3057\u3066\u3044\u308b\u6642\u9593\u5185\u3067\u3001\u3069\u308c\u3060\u3051\u9867\u5ba2\u5bfe\u5fdc\u306b\u6642\u9593\u3092\u5272\u3051\u305f\u304b<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002\u3064\u307e\u308a\u3001\u7a3c\u50cd\u7387\u304c\u9ad8\u3044\u3068\u591a\u304f\u306e\u9867\u5ba2\u5bfe\u5fdc\u304c\u3067\u304d\u3066\u3044\u308b\u72b6\u614b\u3060\u3068\u8a00\u3048\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u7a3c\u50cd\u7387\u306b\u542b\u307e\u308c\u308b\u6642\u9593\u3092\u300c\u751f\u7523\u6642\u9593\uff08\uff1d\u304a\u5ba2\u69d8\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u6642\u9593\uff09\u300d \u542b\u307e\u308c\u306a\u3044\u6642\u9593\u3092\u300c\u975e\u751f\u7523\u6642\u9593\uff08\uff1d\u5f85\u6a5f\u6642\u9593\u3084\u7814\u4fee\u3001\u9762\u8ac7\u306a\u3069\uff09\u300d\u3068\u547c\u3073\u307e\u3059\u3002\u3088\u308a\u52b9\u7387\u7684\u306a\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u3092\u76ee\u6307\u3059\u305f\u3081\u3001\u7a3c\u50cd\u7387\u3092\u9069\u5207\u306b\u4fdd\u3066\u308b\u3088\u3046\u306b\u7ba1\u7406\u3057\u3066\u3044\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u305f\u3060\u3057\u3001\u7a3c\u50cd\u7387\u306f\u9ad8\u3051\u308c\u3070\u9ad8\u3044\u307b\u3069\u3044\u3044\u308f\u3051\u3067\u306a\u3044\u3068\u3044\u3046\u306e\u304c\u3042\u308a\u307e\u3059\u3002\u975e\u751f\u7523\u6642\u9593\u306b\u306f\u7814\u4fee\u3084\u9762\u8ac7\u3068\u3044\u3063\u305f\u6642\u9593\u3082\u542b\u307e\u308c\u3066\u304a\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u306e\u6559\u80b2\u3084\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306b\u5468\u77e5\u3092\u884c\u3046\u305f\u3081\u306b\u306f\u3001\u975e\u751f\u7523\u6642\u9593\u3082\u78ba\u4fdd\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002<\/p>\n\n\n\n<p>\u305d\u3046\u3044\u3063\u305f\u975e\u751f\u7523\u6642\u9593\u3092\u78ba\u4fdd\u305b\u305a\u3001\u7121\u7406\u306a\u904b\u55b6\u3092\u7d9a\u3051\u308b\u3068\u3001\u6559\u80b2\u4e0d\u8db3\u306b\u3088\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8cea\u306e\u4f4e\u4e0b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u4f4e\u4e0b\u304c\u8d77\u304d\u3001\u5fdc\u5bfe\u54c1\u8cea\u306e\u4f4e\u4e0b\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4f4e\u4e0b\u306b\u7e4b\u304c\u308b\u3068\u3044\u3046\u4e8b\u614b\u3082\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u305d\u306e\u305f\u3081\u3001\u81ea\u793e\u306e\u7a3c\u50cd\u7387\u306f\u3069\u308c\u304f\u3089\u3044\u304c\u76ee\u6a19\u306b\u306a\u308b\u306e\u304b\u3092\u8a2d\u5b9a\u3057\u305f\u3046\u3048\u3067\u3001\u7a3c\u50cd\u7387\u306e\u4e0a\u304c\u308a\u4e0b\u304c\u308a\u3092\u6570\u5024\u3060\u3051\u3067\u306a\u304f\u3001\u5185\u5bb9\u3092\u628a\u63e1\u3057\u305f\u3046\u3048\u3067\u9069\u5207\u306b\u30b3\u30f3\u30c8\u30ed\u30fc\u30eb\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bc\u7a3c\u50cd\u7387\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/5333\/\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7a3c\u50cd\u7387\u3068\u306f\uff1f\u5360\u6709\u7387\u3068\u306e\u9055\u3044\u3084\u8a08\u7b97\u65b9\u6cd5\u3001\u9069\u6b63\u5024\u3092\u7dad\u6301\u3059\u308b\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"AHT%EF%BC%88ACW%E3%80%81ATT%EF%BC%89%E3%81%A8%E3%81%AF\"><\/span>AHT\uff08ACW\u3001ATT\uff09\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300cAHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u300d\u306f\u3001\u300c<strong>1\u901a\u8a71\u3092\u5bfe\u5fdc\u3059\u308b\u306b\u3042\u305f\u3063\u3066\u304b\u304b\u3063\u305f\u6642\u9593<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002AHT\u306f\u7d30\u304b\u304f\u5206\u3051\u308b\u3068\u3001\u300cATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u300d\u300cACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u300d\u306b\u5206\u3051\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<p><strong>\uff08\u7b97\u51fa\u5f0f\uff09AHT\uff1dATT\uff0bACW<\/strong><\/p>\n\n\n\n<p>\u300cATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u300d\u306f\u300c<strong>1\u901a\u8a71\u306b\u8981\u3059\u308b\u901a\u8a71\u6642\u9593\u306e\u5e73\u5747<\/strong>\u300d\u300cACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u300d\u306f\u300c<strong>1\u901a\u8a71\u306b\u8981\u3059\u308b\u5f8c\u51e6\u7406\u6642\u9593\u306e\u5e73\u5747<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u696d\u52d9\u5185\u5bb9\u306b\u3088\u3063\u3066\u30bb\u30f3\u30bf\u30fc\u306e\u76ee\u6a19\u306f\u5909\u308f\u308a\u307e\u3059\u304c\u3001\u4e00\u822c\u7684\u306b\u306fAHT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u304c\u77ed\u3044\u307b\u3069\u4e00\u4eba\u3042\u305f\u308a\u306b\u51e6\u7406\u3067\u304d\u308b\u30b3\u30fc\u30eb\u6570\u304c\u5897\u3048SL(\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb)\u304c\u4e0a\u304c\u308b\u305f\u3081\u3001\u77ed\u7e2e\u3092\u76ee\u6307\u3057\u3066\u6539\u5584\u3092\u884c\u3044\u307e\u3059\u3002\u9867\u5ba2\u306e\u6e80\u8db3\u5ea6\u306fSL(\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb)\u306b\u5de6\u53f3\u3055\u308c\u308b\u305f\u3081\u3001AHT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3092\u77ed\u7e2e\u3057\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u3082\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u307e\u305f\u3001AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u304c\u77ed\u7e2e\u3067\u304d\u308b\u3068\u3001\u4e00\u4eba\u3042\u305f\u308a\u306e\u5bfe\u5fdc\u4ef6\u6570\u304c\u5897\u52a0\u3057\u307e\u3059\u3002\u305d\u3046\u3059\u308b\u3068\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u4eba\u6570\u3092\u524a\u6e1b\u3057\u3001\u4eba\u4ef6\u8cbb\u3092\u6291\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u305f\u3081\u3001\u30b3\u30b9\u30c8\u524a\u6e1b\u5bfe\u7b56\u3084\u751f\u7523\u6027\u5411\u4e0a\u306b\u304a\u3044\u3066\u3082\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u3068\u3063\u3066AHT\u306e\u77ed\u7e2e\u304c\u691c\u8a0e\u8ab2\u984c\u306b\u306a\u308b\u3053\u3068\u304c\u975e\u5e38\u306b\u591a\u3044\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u305f\u3060\u3057\u3001AHT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3060\u3051\u306e\u3053\u3068\u3092\u8003\u3048\u3066\u77ed\u7e2e\u3092\u8003\u3048\u308b\u3068\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u4e0b\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u3053\u3068\u3092\u8003\u616e\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002<\/p>\n\n\n\n<p>\u7279\u306b\u901a\u8a71\u6642\u9593\u306e\u77ed\u7e2e\u306f\u6ce8\u610f\u304c\u5fc5\u8981\u3067\u3001\u77ed\u7e2e\u306e\u305f\u3081\u901a\u8a71\u3092\u65e9\u304f\u7d42\u308f\u3089\u305b\u3088\u3046\u3068\u3059\u308b\u3042\u307e\u308a\u65e9\u53e3\u306b\u306a\u308b\u3001\u9867\u5ba2\u304b\u3089\u306e\u30ec\u30b9\u30dd\u30f3\u30b9\u3092\u5f85\u305f\u305a\u306b\u8a71\u3092\u9032\u3081\u308b\u3001\u3068\u3044\u3063\u305f\u884c\u52d5\u306fCS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u305d\u306e\u305f\u3081\u3001AHT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3092\u77ed\u304f\u3059\u308b\u305f\u3081\u306b\u306f\u307e\u305a\u306fACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u304b\u3089\u5bfe\u7b56\u3059\u308b\u306e\u304c\u5b9a\u77f3\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u3053\u6570\u5e74\u3001\u97f3\u58f0\u8a8d\u8b58\u30c4\u30fc\u30eb\u3084\u5165\u529b\u88dc\u52a9\u30c4\u30fc\u30eb\u304c\u767a\u5c55\u3057\u3066\u304d\u3066\u3044\u308b\u306e\u3067\u3001\u305d\u308c\u3089\u3092\u5229\u7528\u3057\u3066ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u3092\u77ed\u304f\u3059\u308b\u3053\u3068\u304c\u5bfe\u7b56\u3068\u3057\u3066\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bcAHT\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<br><\/strong>\u300c<a title=\"\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/331\/\" target=\"_blank\" rel=\"noopener\">\u3010\u5fb9\u5e95\u89e3\u8aac\u3011CPH\u30fbATT\u30fbAHT\u3068\u306f\uff1f\uff5c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u6307\u6a19\u3068\u6539\u5584\u65b9\u6cd5<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CPC%E3%81%A8%E3%81%AF\"><\/span>CPC\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300cCPC\uff08\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff09\u300d\u306f\u300c<strong>1\u30b3\u30fc\u30eb\u306b\u304b\u304b\u308b\u8cbb\u7528<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u8cbb\u7528\u3068\u306f\u3001\u4eba\u4ef6\u8cbb\u3084\u901a\u4fe1\u8cbb\u3001\u5bb6\u8cc3\u306a\u3069\u3092\u542b\u3081\u305f\u7dcf\u8cbb\u7528\u306e\u3053\u3068\u3092\u6307\u3059\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u304c\u3001\u4e2d\u306b\u306f\u5909\u52d5\u306e\u6fc0\u3057\u3044\u4eba\u4ef6\u8cbb\u306e\u307f\u3092\u8003\u616e\u3059\u308b\u5834\u5408\u3082\u3042\u308a\u307e\u3059\u3002\u7d4c\u55b6\u6307\u6a19\u3068\u3057\u3066\u6700\u3082\u91cd\u8981\u8996\u3055\u308c\u308bKPI\u306e\u4e00\u3064\u3067\u3001\u7d4c\u55b6\u5074\u3082\u6ce8\u76ee\u5ea6\u306e\u9ad8\u3044\u6307\u6a19\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u8cbb\u7528\u306e\u4e2d\u3067\u3082\u4eba\u4ef6\u8cbb\u304c\u5927\u304d\u304f\u5272\u5408\u3092\u5360\u3081\u3001\u304b\u3064\u5909\u52d5\u304c\u6fc0\u3057\u3044\u8cbb\u7528\u3067\u3082\u3042\u308b\u305f\u3081\u3001CPC\uff08\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff09\u304c\u4e0a\u6607\u30c8\u30ec\u30f3\u30c9\u306b\u3042\u308b\u5834\u5408\u306f\u3001\u4eba\u4ef6\u8cbb\u306b\u8d77\u56e0\u3057\u3066\u3044\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u524a\u6e1b\u306e\u65bd\u7b56\u306f\u30b7\u30b9\u30c6\u30e0\u9762\u306e\u5f37\u5316\u3084\u696d\u52d9\u30d5\u30ed\u30fc\u306e\u898b\u76f4\u3057\u306b\u3088\u308b\u51e6\u7406\u6642\u9593\u306e\u52b9\u7387\u5316\u3001\u30bb\u30f3\u30bf\u30fc\u306e\u5730\u65b9\u79fb\u8ee2\u3084\u30a2\u30a6\u30c8\u30bd\u30fc\u30b5\u30fc\u306e\u5909\u66f4\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E9%A1%A7%E5%AE%A2%E6%BA%80%E8%B6%B3%E5%BA%A6%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\"><\/span>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<table style=\"border-collapse: collapse; width: 100%; height: 162px;\">\n<tbody>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>KPI\u9805\u76ee<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u6982\u8981<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u7b97\u51fa\u65b9\u6cd5<\/strong><\/span><\/td>\n<\/tr>\n<tr style=\"height: 46px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 46px; background-color: #d3dcf5;\"><strong>CS<\/strong><br><strong>\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 46px;\">\n<p>\u4f01\u696d\u304c\u63d0\u4f9b\u3059\u308b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u6e80\u8db3\u306e\u5ea6\u5408\u3044\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 46px; background-color: #ffffff;\">\u30fc<\/td>\n<\/tr>\n<tr style=\"height: 93px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 93px; background-color: #d3dcf5;\"><strong>NPS<\/strong><br><strong>\uff08\u9867\u5ba2\u63a8\u5968\u5ea6\uff09<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 93px;\">\n<p>\u4f01\u696d\u3084\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u611b\u7740\u30fb\u4fe1\u983c<br>\u4ed6\u8005\u3078\u306e\u63a8\u5968\u306e\u5ea6\u5408\u3044\u306a\u3069\u3092\u6570\u5024\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u8a55\u4fa1\u3059\u308b<br>\u624b\u6cd5\u306e\u3053\u3068\u3002<\/p>\n<\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 93px; background-color: #ffffff;\">\uff08\u63a8\u9032\u8005\u2212\u8ab9\u8b17\u8005\uff09\u00f7\u5168\u4f53\u6570<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"CS%E3%81%A8%E3%81%AF\"><\/span><strong>CS\u3068\u306f<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4278\/\" target=\"_blank\" rel=\"noopener\" title=\"\">CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09<\/a>\u300d\u306f\u300c<strong>\u4f01\u696d\u304c\u63d0\u4f9b\u3059\u308b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u6e80\u8db3\u306e\u5ea6\u5408\u3044<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u306a\u3069\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u3067\u300c\u304a\u5ba2\u69d8\u306e\u58f0\u300d\u3092\u5ba2\u89b3\u7684\u306b\u30c7\u30fc\u30bf\u5316\u30fb\u5206\u6790\u3057\u6570\u5024\u5316\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5546\u54c1\u958b\u767a\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u306e\u5411\u4e0a\u306b\u53cd\u6620\u3055\u305b\u3001\u30ea\u30d4\u30fc\u30bf\u30fc\u5897\u3084\u3059\u3053\u3068\u3067\u6700\u7d42\u7684\u306b\u5229\u76ca\u30a2\u30c3\u30d7\u3092\u76ee\u6307\u3057\u307e\u3059\u3002\u60aa\u5316\u3059\u308b\u539f\u56e0\u306b\u306f\u3001\u300c\u306a\u304b\u306a\u304b\u7e4b\u304c\u3089\u306a\u3044\u300d\u300c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u304c\u60aa\u3044\u300d\u300c\u4e00\u56de\u3067\u306e\u89e3\u6c7a\u306b\u81f3\u3089\u306a\u304b\u3063\u305f\u300d\u306a\u3069\u304c\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u30bb\u30f3\u30bf\u30fc\u3068\u3057\u3066\u306f\u3001\u307e\u305a\u306f\u304a\u5ba2\u69d8\u3092\u5f85\u305f\u305b\u306a\u3044\u305f\u3081\u306b\u3001\u30b7\u30b9\u30c6\u30e0\u306e\u5c0e\u5165\u3001\u52b9\u7387\u7684\u306a\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u9069\u5207\u306a\u4eba\u54e1\u914d\u7f6e\u3092\u884c\u3046\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u307e\u305f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u54c1\u8cea\u3092\u4e0a\u3052\u308b\u305f\u3081\u306e\u7814\u4fee\uff08\u5546\u54c1\u77e5\u8b58\u3092\u8eab\u306b\u7740\u3051\u308b\u5ea7\u5b66\u3084\u30ed\u30fc\u30eb\u30d7\u30ec\u30a4\u30f3\u30b0\u306a\u3069\uff09\u3084\u3001\u7ba1\u7406\u8005\u306b\u3088\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u652f\u63f4\uff08\u56de\u7b54\u306e\u30b5\u30b8\u30a7\u30b9\u30c8\u306b\u3088\u308b\u4e00\u6b21\u89e3\u6c7a\u7387\u306e\u5411\u4e0a\u3084\u30af\u30ec\u30fc\u30e0\u5bfe\u5fdc\u306a\u3069\uff09\u3092\u884c\u3044\u3001CS\u306e\u5411\u4e0a\u3092\u56f3\u3063\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bcCS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/4278\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CS\uff09\u3068\u306f\uff1f\u5b9a\u7fa9\u304b\u3089\u5411\u4e0a\u65b9\u6cd5\u307e\u3067\u5fb9\u5e95\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"NPS%E3%81%A8%E3%81%AF\"><\/span><strong>NPS\u3068\u306f<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1644\/\" target=\"_blank\" rel=\"noopener\" title=\"\">NPS(\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2)<\/a>\u300d\u306f\u300c<strong>\u4f01\u696d\u3084\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u611b\u7740\u30fb\u4fe1\u983c\u30fb\u4ed6\u8005\u3078\u306e\u63a8\u5968\u306e\u5ea6\u5408\u3044\u306a\u3069\u3092\u6570\u5024\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u8a55\u4fa1\u3059\u308b\u624b\u6cd5<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u8a08\u7b97\u5f0f\u306f\u4e0b\u8a18\u3067\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<br>\uff08\u63a8\u9032\u8005\uff0d\u8ab9\u8b17\u8005\uff09\u00f7\u5168\u4f53\u6570<\/p>\n\n\n\n<p>NPS(\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2)\u3067\u306f\u3001\u4f01\u696d\uff08\u3042\u308b\u3044\u306f\u3001\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u3001\u30d6\u30e9\u30f3\u30c9\uff09\u3092\u53cb\u4eba\u3084\u540c\u50da\u306b\u85a6\u3081\u308b\u53ef\u80fd\u6027\u30920\uff5e10\u70b9\u3067\u56de\u7b54\u3057\u3066\u3082\u3089\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u305d\u308c\u305e\u308c\u70b9\u6570\u306b\u5fdc\u3058\u3066\u300110\uff5e9\u70b9\uff1a\u63a8\u5968\u8005\uff08\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\uff09\u30018\uff5e7\u70b9\uff1a\u4e2d\u7acb\u8005\uff08\u30d1\u30c3\u30b7\u30d6\uff09\u30016\uff5e1\u70b9\uff1a\u6279\u5224\u8005\uff08\u30c7\u30b9\u30c8\u30e9\u30af\u30bf\u30fc\uff09\u306b\u30ab\u30c6\u30b4\u30ea\u5206\u3051\u3092\u884c\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u8fd1\u5e74\u3001CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u8abf\u67fb\u306e\u4ee3\u308f\u308a\u3068\u306a\u308b\u6307\u6a19\u3068\u3057\u3066\u3001\u8a08\u6e2c\u3059\u308b\u4f01\u696d\u304c\u5897\u3048\u3066\u304d\u307e\u3057\u305f\u3002 \u540c\u3058\u304f\u9867\u5ba2\u306e\u4e0d\u6e80\u3084\u8ab2\u984c\u3092\u898b\u3064\u3051\u308b\u305f\u3081\u306e\u624b\u6bb5\u3067\u3042\u308b\u3053\u3068\u306f\u5909\u308f\u308a\u307e\u305b\u3093\u304c\u3001NPS\u306f\u696d\u7e3e\u3068\u306e\u76f8\u95a2\u304c\u9ad8\u3044\u3053\u3068\u304c\u7acb\u8a3c\u3055\u308c\u3066\u304a\u308a\u3001\u53ce\u76ca\u6027\u3068\u3088\u308a\u5bc6\u63a5\u306b\u7d50\u3073\u3064\u3044\u3066\u3044\u308b\u70b9\u304c\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bcNPS\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<br><\/strong>\u300c<a title=\"\" href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1644\/?utm_source=connenavi&amp;utm_medium=textlink&amp;utm_campaign=note&amp;utm_term=241\" target=\"_blank\" rel=\"noopener\">NPS\u00ae(\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2)\u3068\u306f\uff1f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u8a08\u7b97\u65b9\u6cd5\u3084\u904b\u7528\u65b9\u6cd5\u3092\u89e3\u8aac\u8a18\u4e8b<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E3%83%9E%E3%83%8D%E3%82%B8%E3%83%A1%E3%83%B3%E3%83%88%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8BKPI\"><\/span><strong>\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<table style=\"border-collapse: collapse; width: 100%; height: 139px;\">\n<tbody>\n<tr style=\"height: 23px;\">\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>KPI\u9805\u76ee<\/strong><\/span><\/td>\n<td style=\"width: 33.3333%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u6982\u8981<\/strong><\/span><\/td>\n<td style=\"width: 16.6667%; text-align: center; background-color: #31529c; height: 23px;\"><span style=\"color: #ffffff;\"><strong>\u7b97\u51fa\u65b9\u6cd5<\/strong><\/span><\/td>\n<\/tr>\n<tr style=\"height: 70px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 70px; background-color: #d3dcf5;\"><strong>\u6b20\u52e4\u7387<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 70px;\">\n<p>\u3042\u3089\u304b\u3058\u3081\u30b7\u30d5\u30c8\u5272\u308a\u4ed8\u3055\u308c\u305f\u30fb\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3055\u308c\u305f\u5c31\u696d\u65e5\u6570\u306b\u5bfe\u3057\u3066\u3001\u6b20\u52e4\u3057\u305f\u65e5\u6570\u306e\u5272\u5408\u306e\u3053\u3068<\/p>\n<\/td>\n<td style=\"width: 16.6667%; text-align: center; background-color: #ffffff; height: 70px;\">\u6b20\u52e4\u65e5\u6570 \u00f7 \u3042\u3089\u304b\u3058\u3081\u30b7\u30d5\u30c8<br \/>\u5272\u308a\u4ed8\u3055\u308c\u305f\u5c31\u696d\u65e5\u6570 \u00d7 100<\/td>\n<\/tr>\n<tr style=\"height: 46px;\">\n<td style=\"width: 33.3333%; text-align: center; height: 46px; background-color: #d3dcf5;\"><strong>\u96e2\u8077\u7387<\/strong><\/td>\n<td style=\"width: 33.3333%; text-align: center; height: 46px;\">\n<p>\u5728\u7c4d\u4eba\u6570\u306b\u5bfe\u3059\u308b\u96e2\u8077\u8005\u306e\u5272\u5408\u306e\u3053\u3068<\/p>\n<\/td>\n<td style=\"width: 16.6667%; text-align: center; background-color: #ffffff; height: 46px;\">\n<p>\u5f53\u8a72\u671f\u9593\u306e\u96e2\u8077\u8005\u6570 \u00f7 \u5f53\u8a72\u671f\u9593\u306e\u7dcf\u5728\u7c4d\u8005\u6570 \u00d7 100\u00a0<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E6%AC%A0%E5%8B%A4%E7%8E%87%E3%81%A8%E3%81%AF\"><\/span>\u6b20\u52e4\u7387\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300c\u6b20\u52e4\u7387\u300d\u306f\u3001\u300c\u3042\u3089\u304b\u3058\u3081\u30b7\u30d5\u30c8\u5272\u308a\u4ed8\u3055\u308c\u305f\u30fb\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3055\u308c\u305f\u5c31\u696d\u65e5\u6570\u306b\u5bfe\u3057\u3066\u3001\u6b20\u52e4\u3057\u305f\u65e5\u6570\u306e\u5272\u5408\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002<br>\u6b20\u52e4\u7387\u304c\u60aa\u5316\u3059\u308b\u7406\u7531\u3068\u3057\u3066\u3001\u300c\u5fc3\u7406\u7684\u306a\u8981\u56e0\u300d\u3068\u300c\u8eab\u4f53\u7684\u306a\u8981\u56e0\u300d\u304c\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u5fc3\u7406\u7684\u306a\u8981\u56e0\u306f\u3001\u7e41\u5fd9\u671f\u306e\u75b2\u52b4\u3084\u4eba\u9593\u95a2\u4fc2\uff08\u7279\u306b\u7ba1\u7406\u8005\u306e\u65b9\u3005\u3068\u306e\uff09\u3084\u696d\u52d9\u306e\u30b9\u30c8\u30ec\u30b9\u3001\u30e2\u30e9\u30eb\u306e\u6b20\u5982\u306a\u3069\u304c\u3042\u3052\u3089\u308c\u307e\u3059\u3002\u8eab\u4f53\u7684\u306a\u8981\u56e0\u306f\u3001\u8077\u5834\u74b0\u5883\uff08\u7a7a\u6c17\u306e\u4e7e\u71e5\u3084\u63db\u6c17\u306a\u3069\uff09\u3084\u6d41\u884c\u98a8\u90aa\u3001\u9577\u6642\u9593\u7b49\u52b4\u50cd\u306a\u3069\u304c\u8981\u56e0\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u3069\u3061\u3089\u3082\u30c7\u30fc\u30bf\u4e0a\u3060\u3051\u3067\u306f\u8981\u56e0\u306e\u7279\u5b9a\u306f\u96e3\u3057\u304f\u3001\u73fe\u5834\u3092\u898b\u306a\u3044\u3053\u3068\u306b\u306f\u8981\u56e0\u304c\u7279\u5b9a\u3057\u3065\u3089\u304f\u3001\u5bfe\u7b56\u3082\u3067\u304d\u307e\u305b\u3093\u3002<br>\u307e\u305f\u3001\u6b20\u52e4\u7387\u60aa\u5316\u304c\u7d9a\u304f\u3068\u3001\u51fa\u52e4\u3057\u3066\u3044\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u306e\u8ca0\u62c5\u3082\u5927\u304d\u304f\u306a\u308a\u3001\u3055\u3089\u306b\u6b20\u52e4\u8005\u3092\u5897\u3084\u3059\u3068\u3044\u3046\u8ca0\u306e\u30b9\u30d1\u30a4\u30e9\u30eb\u306b\u9665\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u65e9\u671f\u306b\u6539\u5584\u304c\u5fc5\u8981\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u6539\u5584\u306e\u30dd\u30a4\u30f3\u30c8\u3068\u3057\u3066\u306f\u3001\u6b20\u52e4\u8005\u306e\u6b20\u52e4\u7406\u7531\u306e\u771f\u56e0\u3092\u3064\u304b\u3080\u3053\u3068\u3068\u3001\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u3068\u3057\u3066\u6539\u5584\u306b\u53d6\u308a\u7d44\u3093\u3067\u3044\u308b\u59ff\u52e2\u3092\u898b\u305b\u308b\u3053\u3068\u3067\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u8981\u6c42\u3059\u308b\u3060\u3051\u3067\u306f\u9006\u306b\u9000\u8077\u306b\u7e4b\u304c\u3063\u3066\u3057\u307e\u3046\u306a\u3069\u9006\u52b9\u679c\u306e\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u306e\u3067\u3001\u30bb\u30f3\u30b7\u30c6\u30a3\u30d6\u306b\u5bfe\u5fdc\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E9%9B%A2%E8%81%B7%E7%8E%87%E3%81%A8%E3%81%AF\"><\/span>\u96e2\u8077\u7387\u3068\u306f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>\u300c\u96e2\u8077\u7387\u300d\u306f\u3001\u300c<strong>\u5728\u7c4d\u4eba\u6570\u306b\u5bfe\u3059\u308b\u96e2\u8077\u8005\u306e\u5272\u5408<\/strong>\u300d\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002\u96e2\u8077\u7387\u306f\u300c\u5916\u7684\u8981\u56e0\u300d\u3068\u300c\u5185\u7684\u8981\u56e0\u300d\u306b\u5206\u985e\u3067\u304d\u307e\u3059\u3002<br>\u5916\u7684\u8981\u56e0\u306f\u3001\u6c42\u4eba\u500d\u7387\u306e\u9ad8\u9a30\u306b\u4f34\u3044\u4eba\u6750\u306e\u6d41\u52d5\u6027\u304c\u9ad8\u307e\u3063\u305f\u308a\u3001\u8fd1\u304f\u306b\u81ea\u793e\u30bb\u30f3\u30bf\u30fc\u3088\u308a\u6761\u4ef6\u306e\u826f\u3044\u30bb\u30f3\u30bf\u30fc\u304c\u3067\u304d\u305f\u308a\u3001\u305d\u306e\u5730\u57df\u306e\u52b4\u50cd\u8005\u4eba\u53e3\u306e\u6e1b\u5c11\u7b49\u304c\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u5185\u7684\u8981\u56e0\u306f\u3001\u8077\u5834\u74b0\u5883\u60aa\u5316\u3084\u3001\u696d\u52d9\u5185\u5bb9\u3001\u6761\u4ef6\u306e\u5909\u66f4\u3001\u4eba\u4e8b\u5236\u5ea6\u306e\u554f\u984c\u306a\u3069\u304c\u3042\u3052\u3089\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5916\u7684\u8981\u56e0\u306b\u5bfe\u3059\u308b\u30ea\u30b9\u30af\u30d8\u30c3\u30b8\u306f\u3057\u306a\u304c\u3089\u3082\u3001\u65e9\u6025\u306b\u5bfe\u7b56\u3059\u3079\u304d\u306f\u5185\u7684\u8981\u56e0\u306b\u306a\u308a\u307e\u3059\u3002\u6700\u8fd1\u3067\u306f<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/2424\/?utm_source=connenavi&amp;utm_medium=textlink&amp;utm_campaign=note&amp;utm_term=241\" target=\"_blank\" rel=\"noopener\" title=\"\">ES\uff08\u5f93\u696d\u54e1\u6e80\u8db3\u5ea6\uff09<\/a>\u5411\u4e0a\u306e\u305f\u3081\u306e\u65bd\u7b56\u3084\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u9ad8\u3081\u308b\u305f\u3081\u306e\u65bd\u7b56\u306b\u53d6\u308a\u7d44\u3080\u4f01\u696d\u304c\u5897\u3048\u3066\u3044\u307e\u3059\u3002<br>\u65bd\u7b56\u306b\u306f\u5f93\u696d\u54e1\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u3084\u3001360\u5ea6\u8a55\u4fa1\u30011on1\u9762\u8ac7\u3001\u30d5\u30a1\u30df\u30ea\u30fc\u30c7\u30fc\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>\u25bc\u96e2\u8077\u7387\u306b\u95a2\u3059\u308b\u8a18\u4e8b\u306f\u3053\u3061\u3089<\/strong><br>\u300c<a href=\"https:\/\/callcenternavi.jp\/connenavi\/note\/1041\/\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u96e2\u8077\u7387\u3092\u4e0b\u3052\u308b6\u3064\u306e\u30dd\u30a4\u30f3\u30c8\uff5c\u539f\u56e0\u5225\u306e\u6539\u5584\u7b56\u3068\u52b9\u679c\u3092\u5fb9\u5e95\u89e3\u8aac<\/a>\u300d<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%E3%81%BE%E3%81%A8%E3%82%81\"><\/span>\u307e\u3068\u3081<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>\u4eca\u56de\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u7528\u306b\u304a\u3044\u3066\u57fa\u672c\u3068\u306a\u308bKPI\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3057\u305f\u3002<\/p>\n\n\n\n<p>KPI\u7ba1\u7406\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u304a\u3044\u3066\u975e\u5e38\u306b\u91cd\u8981\u306a\u696d\u52d9\u3067\u3059\u3002\u305f\u3060\u3057\u3001KPI\u7ba1\u7406\u3092\u5fb9\u5e95\u3059\u308b\u3042\u307e\u308a\u3001\u672c\u6765\u306e\u76ee\u7684\u3092\u5931\u3044\u3001\u6570\u5b57\u3092\u7ba1\u7406\u3059\u308b\u3060\u3051\u304c\u512a\u5148\u3055\u308c\u3066\u3057\u307e\u3046\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u300c\u306a\u3093\u306e\u70ba\u306eKPI\u306a\u306e\u304b\u300d\u3092\u5e38\u306b\u610f\u8b58\u3057\u3066\u3001\u7ba1\u7406\u3057\u3066\u3044\u304f\u59ff\u52e2\u304c\u7ba1\u7406\u8005\u306b\u306f\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u672c\u8a18\u4e8b\u304c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306e\u53c2\u8003\u306b\u306a\u308c\u3070\u5e78\u3044\u3067\u3059\u3002<\/p>\n\n\n\n<div class=\"cta_area\">  <p class=\"cta_ttl\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u8ab2\u984c\u3092\u304a\u6301\u3061\u306e\u3054\u62c5\u5f53\u8005\u3055\u307e\u3078<\/p>  <p class=\"cta_text\">\u300c\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306e\u9069\u5207\u306aKPI\u8a2d\u5b9a\u306e\u65b9\u6cd5\u304c\u308f\u304b\u3089\u306a\u3044\u300d\u300c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u96e2\u8077\u7387\u3092\u4e0b\u3052\u305f\u3044\u300d\u300c\u751f\u7523\u6027\u3092\u9ad8\u3081\u305f\u3044\u300d\u3068\u304a\u60a9\u307f\u306e\u3054\u62c5\u5f53\u8005\u3055\u307e\u3001\u307e\u305a\u306f\u304a\u6c17\u8efd\u306b\u30a6\u30a3\u30eb\u30aa\u30d6\u30fb\u30ef\u30fc\u30af\u306b\u3054\u76f8\u8ac7\u304f\u3060\u3055\u3044\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5c02\u9580\u7279\u531625\u5e74\u4ee5\u4e0a\u3001\u5b9f\u7e3e\u591a\u6570\u306e\u30a6\u30a3\u30eb\u30aa\u30d6\u30fb\u30ef\u30fc\u30af\u304c\u3001\u304a\u5ba2\u69d8\u306e\u904b\u55b6\u8ab2\u984c\u306b\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u306e\u3054\u63d0\u6848\u3092\u3055\u305b\u3066\u3044\u305f\u3060\u304d\u307e\u3059\u3002\u3054\u76f8\u8ac7\u30fb\u304a\u898b\u7a4d\u308a\u306f\u7121\u6599\uff01\u6b21\u306e\u30dc\u30bf\u30f3\u3088\u308a\u304a\u6c17\u8efd\u306b\u3054\u76f8\u8ac7\u304f\u3060\u3055\u3044\u3002<\/p>\n  <p class=\"cta_btn\">\n    <a href=\"https:\/\/willof-work.co.jp\/corp\/contact\/officework\/?utm_source=connenavi&#038;utm_medium=button&#038;utm_campaign=contact&#038;utm_term=241_2\" target=\"_blank\" rel=\"noopener\">30\u79d2\u3067\u30ab\u30f3\u30bf\u30f3\u304a\u554f\u3044\u5408\u308f\u305b<\/a>\n  <\/p>\n<\/div>\n","protected":false},"featured_media":371,"parent":0,"template":"","news_cat":[10,14],"news_genre":[],"writer":[69],"banner":[],"class_list":["post-241","news","type-news","status-publish","has-post-thumbnail","hentry","news_cat-quality-improvement","news_cat-improving-customer-satisfaction","writer-connenavi"],"acf":[],"_links":{"self":[{"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/news\/241","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/news"}],"about":[{"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/types\/news"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/media\/371"}],"wp:attachment":[{"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/media?parent=241"}],"wp:term":[{"taxonomy":"news_cat","embeddable":true,"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/news_cat?post=241"},{"taxonomy":"news_genre","embeddable":true,"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/news_genre?post=241"},{"taxonomy":"writer","embeddable":true,"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/writer?post=241"},{"taxonomy":"banner","embeddable":true,"href":"https:\/\/callcenternavi.jp\/connenavi\/wp-json\/wp\/v2\/banner?post=241"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}