{"id":2162,"date":"2019-02-20T09:15:11","date_gmt":"2019-02-20T00:15:11","guid":{"rendered":"https:\/\/ntn-bpo.jp\/?p=2162"},"modified":"2025-02-27T18:50:09","modified_gmt":"2025-02-27T09:50:09","slug":"outsourcing_success","status":"publish","type":"post","link":"https:\/\/ntn-bpo.jp\/column\/call-center\/outsourcing_success\/","title":{"rendered":"\u3010\u7528\u8a9e\u96c6\u3011Vol.13 \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u59d4\u8a17\u3092\u6210\u529f\u3055\u305b\u308b\u305f\u3081\u306e\u5fc5\u9808\u7528\u8a9e\u307e\u3068\u3081"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5868\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/683f365112ffcf4d7711c71425ac256f.jpg\" alt=\"\u3010\u7528\u8a9e\u96c6\u3011Vol.13 \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u59d4\u8a17\u3092\u6210\u529f\u3055\u305b\u308b\u305f\u3081\u306e\u5fc5\u9808\u7528\u8a9e\u307e\u3068\u3081\" width=\"728\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u3092\u3059\u308b\u306b\u3042\u305f\u3063\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u9078\u3076\u57fa\u6e96\u3068\u306a\u308b\u306e\u304cKPI\u3068\u3044\u3046\u6307\u6a19\u3067\u3059\u3002\u4eca\u56de\u306e\u8a18\u4e8b\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u3092\u6210\u529f\u3055\u305b\u308b\u305f\u3081\u306b\u5fc5\u9808\u3068\u306a\u308bKPI\u306e\u7528\u8a9e\u96c6\u3092\u307e\u3068\u3081\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n<style>\n\/* container *\/<br \/>\n.wrapperdonew{<br \/>\nwidth:100%;<br \/>\nbackground-color: #f0f8ff;<br \/>\nmargin:5px auto;<br \/>\n}<br \/>\n.wrapperdonew .container{<br \/>\n\/* max-width:1000px; *\/<br \/>\nwidth:100%;<br \/>\nmargin:0px auto;<br \/>\npadding:5px 0px;<br \/>\n}<br \/>\n\/* content *\/<br \/>\n@media (min-width: 992px) {<br \/>\n.wrapperdonew .container .content {<br \/>\ndisplay: flex;<br \/>\njustify-content: center;<br \/>\n\/*<br \/>\nalign-items: center;<\/p>\n<p>*\/<br \/>\n}<br \/>\n}<br \/>\n.wrapperdonew .content-item {<br \/>\nwidth:100%;<br \/>\n}<br \/>\n@media (min-width: 992px)<br \/>\n{<br \/>\n    .wrapperdonew .content-itemimg {<br \/>\n    width:30%;<br \/>\n    }<br \/>\n    .wrapperdonew .content-item {<br \/>\n    width:70%;<br \/>\n    }<br \/>\n}<br \/>\n.wrapperdonew .image{<br \/>\ndisplay:block;<br \/>\nmax-width:80%;<br \/>\nmargin:0px auto;<br \/>\npadding:1px;<br \/>\nfont-size: 12px;<br \/>\n}<br \/>\n.wrapperdonew .text{<br \/>\npadding:5px;<br \/>\n}<br \/>\n.wrapperdonew .text .heading{<br \/>\nmargin:20px 0px 15px 0px;<br \/>\nfont-size: 18px;<br \/>\nfont-weight: normal;<br \/>\n\/* text-align: center; *\/<br \/>\n}<br \/>\n.wrapperdonew .text p{<br \/>\nmargin:5px 5px 10px 5px;<br \/>\nfont-size: 14px;<br \/>\nfont-weight: normal;<br \/>\n\/* text-align: center; *\/<br \/>\n}<br \/>\n.dounewh2{<br \/>\nposition: relative;<br \/>\npadding: 0.5em;<br \/>\nbackground: #a6d3c8;<br \/>\ncolor: white;<br \/>\n}<br \/>\n.dounewh2::before {<br \/>\n  position: absolute;<br \/>\n  content: '';<br \/>\n  top: 100%;<br \/>\n  left: 0;<br \/>\n  border: none;<br \/>\n  border-bottom: solid 15px transparent;<br \/>\n  border-right: solid 20px rgb(149, 158, 155);<br \/>\n}<\/p>\n<p>a.dlbtn{<br \/>\n    display: inline-block;<br \/>\n    width: 160px;<br \/>\n    margin: 0 0 0 0;<br \/>\n    background-color: #ec3a2c;<br \/>\n    border-radius: 8px;<br \/>\n    color: #fff;<br \/>\n    font-weight: bold;<br \/>\n    font-size: 16px;<br \/>\n    text-align: center;<br \/>\n    position: relative;<br \/>\n    height: 48px;<br \/>\n    line-height: 48px;<br \/>\n    padding: 0;<br \/>\n    box-shadow: none !important;<br \/>\n    border: none;<br \/>\n}<br \/>\na.dlbtn:hover {<br \/>\nopacity: 0.8;<br \/>\n}<\/p>\n<p><P><\/p>\n<\/style>\n\n<p><a href=\"https:\/\/ntn-bpo.jp\/casestudy\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/custom_case_study.png\" alt=\"\u5c0e\u5165\u4e8b\u4f8b\u306f\u3053\u3061\u3089\u304b\u3089\" \/><\/a><\/p>\n<h2 id=\"rtoc-1\" >\u305d\u3082\u305d\u3082KPI\u3068\u306f\uff1f<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-4839\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-1024x683.jpg\" alt=\"\u305d\u3082\u305d\u3082KPI\u3068\u306f\uff1f\" width=\"600\" height=\"400\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-1024x683.jpg 1024w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-300x200.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-768x512.jpg 768w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-1536x1024.jpg 1536w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-240x160.jpg 240w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-90x60.jpg 90w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920-660x440.jpg 660w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/innovation-561388_1920.jpg 1920w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>KPI\u306f\u300cKey Performance Indicator\u300d\u306e\u7565\u3067\u3059\u3002\u65e5\u672c\u8a9e\u3067\u306f\u300c\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u300d\u3068\u8a00\u3044\u3001\u7d44\u7e54\u304c\u76ee\u6307\u3059\u6700\u7d42\u76ee\u6a19\u306e\u9054\u6210\u5ea6\u5408\u3044\u3092\u8a08\u6e2c\u30fb\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306e\u6307\u6a19\u3068\u3044\u3046\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u6700\u7d42\u76ee\u6a19\u306f\u300cKey Goal Indicator\uff08\u7d4c\u55b6\u76ee\u6a19\u9054\u6210\u6307\u6a19\uff09\u300d\u3092\u7701\u7565\u3057\u305fKGI\u3068\u547c\u3076\u306e\u3067\u3059\u304c\u3001\u307e\u305aKGI\u306e\u8a2d\u5b9a\u3092\u3057\u3066\u304b\u3089\u3069\u3046\u3059\u308c\u3070\u76ee\u6a19\u304c\u9054\u6210\u3067\u304d\u308b\u306e\u304b\u3092\u8003\u3048\u3066KPI\u306e\u8a2d\u5b9a\u3092\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u300d\u3092KGI\u306b\u8a2d\u5b9a\u3057\u305f\u3068\u3057\u3066\u3001\u76ee\u6a19\u9054\u6210\u306b\u3064\u306a\u304c\u308b\u300c\u5fdc\u7b54\u7387\uff08\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u7b54\u3067\u304d\u305f\u5272\u5408\uff09\u300d\u3084\u300c\u5fdc\u7b54\u30af\u30ec\u30fc\u30e0\u767a\u751f\u7387\uff08\u5168\u5fdc\u5bfe\u4ef6\u6570\u304b\u3089\u30af\u30ec\u30fc\u30e0\u304c\u767a\u751f\u3057\u305f\u4ef6\u6570\u306e\u5272\u5408\uff09\u300d\u306a\u3069\u304cKPI\u3068\u3057\u3066\u8a2d\u5b9a\u3055\u308c\u308b\u6307\u6a19\u3067\u3059\u3002KPI\u306e\u6301\u3064\u610f\u5473\u3092\u7406\u89e3\u3057\u305f\u4e0a\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u3092\u3059\u308c\u3070\u6210\u529f\u3059\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h2 id=\"rtoc-2\" >\u306a\u305cKPI\u3092\u7ba1\u7406\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u306e\u304b<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u3001KPI\u306e\u7ba1\u7406\u304c\u5fc5\u8981\u3068\u306a\u308b\u7406\u7531\u306f\u3001\u6700\u7d42\u76ee\u6a19\u306b\u81f3\u308b\u307e\u3067\u306e\u30d7\u30ed\u30bb\u30b9\u304c\u53ef\u8996\u5316\u3059\u308b\u305f\u3081\u3067\u3059\u3002\u3082\u3057\u3001KPI\u3092\u78ba\u8a8d\u3057\u3066\u4e88\u5b9a\u306e\u6570\u5024\u3088\u308a\u3082\u4f4e\u304b\u3063\u305f\u3068\u304d\u3001\u901f\u3084\u304b\u306b\u6539\u5584\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001KPI\u306e\u7ba1\u7406\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u9ad8\u3081\u308b\u52b9\u679c\u3082\u3042\u308a\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u4e3b\u306a\u696d\u52d9\u306f\u3001\u5546\u54c1\u306e\u53d7\u6ce8\u3084\u8cea\u554f\u306e\u53d7\u4ed8\u3068\u3044\u3063\u305f\u3082\u306e\u3067\u3001\u55b6\u696d\u306b\u304a\u3051\u308b\u58f2\u4e0a\u306e\u3088\u3046\u306b\u660e\u78ba\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3067\u304d\u308b\u4ed5\u4e8b\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u305d\u3053\u3067\u3001KPI\u3092\u8a2d\u5b9a\u3057\u3066\u304a\u3051\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u6570\u5024\u5316\u3055\u308c\u305f\u76ee\u6a19\u3092\u57fa\u306b\u53d6\u308a\u7d44\u3080\u8ab2\u984c\u304c\u5177\u4f53\u7684\u306b\u898b\u3048\u308b\u306e\u3067\u3001\u9ad8\u3044\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u4ed5\u4e8b\u304c\u3067\u304d\u307e\u3059\u3002 \u4ed6\u306b\u3001KPI\u306b\u3088\u3063\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8a55\u4fa1\u3092\u5ba2\u89b3\u7684\u306b\u3067\u304d\u308b\u3068\u3044\u3046\u306e\u3082KPI\u3092\u7ba1\u7406\u3059\u308b\u7406\u7531\u3067\u3059\u3002KPI\u3092\u5229\u7528\u3057\u3066\u5f97\u305f\u8a55\u4fa1\u306f\u3001\u6607\u7d66\u306a\u3069\u306e\u5224\u65ad\u6750\u6599\u306b\u4f7f\u3046\u3060\u3051\u3067\u306a\u304f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u8cea\u3092\u9ad8\u3081\u308b\u3053\u3068\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u512a\u308c\u305f\u7d50\u679c\u3092\u51fa\u3057\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u624b\u6cd5\u3092\u30de\u30cb\u30e5\u30a2\u30eb\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5168\u4f53\u7684\u306a\u30b9\u30ad\u30eb\u30a2\u30c3\u30d7\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u8907\u6570\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u6bd4\u8f03\u3059\u308b\u3053\u3068\u3067\u3001\u305d\u308c\u305e\u308c\u306e\u5f31\u70b9\u3092\u514b\u670d\u3059\u308b\u305f\u3081\u306b\u8ab2\u984c\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-3\" >\u4ee3\u8868\u7684\u306aKPI\u30ad\u30fc\u30ef\u30fc\u30c9<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u3092\u3059\u308b\u3068\u304d\u306b\u5f79\u7acb\u3064KPI\u30ad\u30fc\u30ef\u30fc\u30c9\u306e\u7528\u8a9e\u96c6\u3092\u307e\u3068\u3081\u3066\u3044\u304f\u3068\u3001\u5185\u5bb9\u3054\u3068\u306b\u5927\u304d\u304f4\u3064\u306e\u5206\u91ce\u306b\u5206\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305a\u3001\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u308f\u308bKPI\u3067\u3059\u304c\u3001\u5fdc\u7b54\u7387\u30fbSL\u30fbASA\u3068\u3044\u3046\u3082\u306e\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI\u306f\u3001\u7a3c\u50cd\u7387\u30fbAHT\uff08ACW\u3001ATT)\u30fbCPC\u3068\u3044\u3063\u305f\u3082\u306e\u3067\u3059\u3002\u7d9a\u3044\u3066\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI\u306fCS\u30fbNPS\u3001\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u306f\u6b20\u52e4\u7387\u30fb\u96e2\u8077\u7387\u3067\u3059\u3002\u4ee3\u8868\u7684\u306aKPI\u30ad\u30fc\u30ef\u30fc\u30c9\u306e\u5206\u985e\u3092\u77e5\u3063\u3066\u3044\u308c\u3070\u3001\u3069\u3053\u306b\u554f\u984c\u304c\u767a\u751f\u3057\u3066\u3044\u308b\u306e\u304b\u3092\u628a\u63e1\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u306b\u304a\u3044\u3066\u306f\u3001\u3053\u308c\u3089\u306eKPI\u306e\u610f\u5473\u3053\u3068\u3092\u6df1\u304f\u7406\u89e3\u3059\u308c\u3070\u3001\u6700\u9069\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u7d5e\u308a\u8fbc\u3081\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h2 id=\"rtoc-4\" >\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI<\/h2>\n<p>\u5fdc\u5bfe\u54c1\u8cea\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u91cd\u8981\u306a\u9375\u3068\u306a\u308b\u3082\u306e\u3067\u3059\u3002\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI\u304b\u3089\u306f\u3001\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u304c\u3069\u308c\u3060\u3051\u3064\u306a\u304c\u308a\u3084\u3059\u304b\u3063\u305f\u306e\u304b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3069\u306e\u3088\u3046\u306a\u30ec\u30d9\u30eb\u306e\u5fdc\u5bfe\u3092\u3057\u305f\u306e\u304b\u304c\u308f\u304b\u308a\u307e\u3059\u3002\u5fdc\u5bfe\u54c1\u8cea\u304c\u826f\u3051\u308c\u3070\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u9ad8\u307e\u308a\u4f1a\u793e\u3084\u5546\u54c1\u306e\u3053\u3068\u3092\u597d\u610f\u7684\u306a\u76ee\u3067\u898b\u3066\u3082\u3089\u3048\u307e\u3059\u3002\u305d\u306e\u30a4\u30e1\u30fc\u30b8\u304c\u5b9a\u7740\u3059\u308c\u3070\u3001\u8cb7\u3044\u7269\u3067\u81ea\u793e\u306e\u5546\u54c1\u304c\u4ed6\u793e\u306e\u5546\u54c1\u3088\u308a\u3082\u8cfc\u5165\u3057\u3066\u3082\u3089\u3048\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u307e\u308b\u3067\u3057\u3087\u3046\u3002\u9593\u63a5\u7684\u306b\u3067\u306f\u3042\u308a\u307e\u3059\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u4ed5\u4e8b\u3067\u58f2\u4e0a\u306e\u5411\u4e0a\u306b\u8ca2\u732e\u3067\u304d\u307e\u3059\u3002\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI\u306f\u8907\u6570\u3042\u308a\u307e\u3059\u304c\u3001\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u306b\u5bfe\u3057\u3066\u5fdc\u5bfe\u3067\u304d\u305f\u5272\u5408\u3092\u793a\u3059\u300c\u5fdc\u7b54\u7387\u300d\u3084\u4e00\u5b9a\u306e\u6642\u9593\u5185\u306b\u7740\u4fe1\u3067\u304d\u305f\u5272\u5408\u3092\u793a\u3059SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u306a\u3069\u304c\u3088\u304f\u4f7f\u308f\u308c\u308b\u6307\u6a19\u3067\u3059\u3002<\/p>\n<h3 id=\"rtoc-5\" >\u5fdc\u7b54\u7387<\/h3>\n<p>\u5fdc\u7b54\u7387\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u5bfe\u3067\u304d\u305f\u5272\u5408\u3067\u3059\u3002\u5168\u7740\u4fe1\u4ef6\u6570\u3092\u5fdc\u7b54\u4ef6\u6570\u3067\u5272\u308a100\u3092\u639b\u3051\u308b\u3053\u3068\u3067\u6570\u5024\u3092\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304b\u304b\u3063\u3066\u304f\u308b\u96fb\u8a71\u3068\u3044\u3046\u306e\u306f\u3001\u7528\u4ef6\u304c\u3042\u3063\u3066\u304b\u304b\u3063\u3066\u304f\u308b\u91cd\u8981\u306a\u96fb\u8a71\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3001\u3069\u306e\u3088\u3046\u306a\u7528\u4ef6\u306a\u306e\u304b\u3092\u805e\u304d\u9003\u3059\u3053\u3068\u304c\u306a\u3044\u3088\u3046\u306b\u5fdc\u5bfe\u3059\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u5fdc\u7b54\u7387\u3092\u6307\u6a19\u3068\u3057\u3066\u8a2d\u5b9a\u3057\u305f\u3068\u3057\u3066\u3001100\uff05\u3092\u5b9f\u73fe\u3059\u308b\u306e\u306f\u96e3\u3057\u3044\u3067\u3057\u3087\u3046\u304c100\uff05\u306b\u6975\u529b\u8fd1\u3065\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u305f\u3089\u3001\u3064\u306a\u304c\u3089\u306a\u3044\u3068\u3044\u3046\u4e0d\u6e80\u3092\u62b1\u3048\u308b\u4eba\u306f\u307b\u307c\u3044\u306a\u304f\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u4e00\u822c\u7684\u306b\u306f\u300190\uff05\u4ee5\u4e0a\u306e\u5fdc\u7b54\u7387\u3067\u3042\u308c\u3070\u9069\u6b63\u306a\u6570\u5024\u3068\u3055\u308c\u3066\u304a\u308a\u300180\uff05\u4ee5\u4e0b\u3068\u306a\u3089\u306a\u3051\u308c\u3070\u5927\u304d\u306a\u554f\u984c\u3068\u306f\u306a\u308a\u307e\u305b\u3093\u3002<\/p>\n<h3 id=\"rtoc-6\" >SL<\/h3>\n<p>SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3068\u306f\u3001\u8a2d\u5b9a\u3055\u308c\u305f\u6642\u9593\u5185\u306b\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u5bfe\u3067\u304d\u305f\u5272\u5408\u3067\u3059\u3002SL\u306e\u6570\u5024\u306f\u3001\u9001\u53d7\u4fe1\u4ef6\u6570\u3092\u8a2d\u5b9a\u6642\u9593\u5185\u306b\u5fdc\u7b54\u3067\u304d\u305f\u4ef6\u6570\u3067\u5272\u3063\u3066100\u3092\u639b\u3051\u308b\u3053\u3068\u3067\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u5fdc\u7b54\u7387\u3060\u3051\u3067\u306f\u53d6\u308a\u3053\u307c\u3057\u3066\u3057\u307e\u3046\u5f85\u3061\u6642\u9593\u306e\u4e0d\u6e80\u3082\u3001SL\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u3067\u660e\u3089\u304b\u306b\u3067\u304d\u307e\u3059\u3002SL\u3092\u4f4e\u304f\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308c\u3070\u3001\u5f85\u305f\u3055\u308c\u3066\u4e0d\u6e80\u3092\u62b1\u304f\u4eba\u306f\u5c11\u306a\u304f\u306a\u308a\u307e\u3059\u3057\u3001\u3088\u308a\u591a\u304f\u306e\u4eba\u306e\u96fb\u8a71\u306b\u5fdc\u5bfe\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308b\u306e\u3067\u4e00\u77f3\u4e8c\u9ce5\u3067\u3059\u3002SL\u306e\u76ee\u5b89\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3054\u3068\u306b\u7570\u306a\u308a\u307e\u3059\u304c\u3001\u4e00\u822c\u7684\u306a\u76ee\u5b89\u306f\u8a2d\u5b9a\u6642\u9593\u304c20\u79d2\u306780\uff05\u4ee5\u4e0a\u306e\u5fdc\u5bfe\u3067\u3059\u3002100\u4ef6\u306e\u96fb\u8a71\u304c\u304b\u304b\u3063\u3066\u304d\u305f\u3068\u3057\u305f\u3089\u300180\u4ef6\u4ee5\u4e0a\u309220\u79d2\u4ee5\u5185\u306b\u5fdc\u5bfe\u3059\u308b\u3053\u3068\u3067\u76ee\u6a19\u9054\u6210\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-7\" >ASA<\/h3>\n<p>ASA\u306f\u300cAverage Speed of Answer\u300d\u306e\u7565\u3067\u3059\u3002\u65e5\u672c\u8a9e\u3067\u306f\u300c\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\u300d\u3068\u8a00\u3044\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u304c\u3064\u306a\u304c\u308b\u307e\u3067\u306e\u6642\u9593\u306e\u5e73\u5747\u5024\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u96fb\u8a71\u304c\u3064\u306a\u304c\u308b\u307e\u3067\u306e\u6642\u9593\u304c\u77ed\u304f\u306a\u308b\u307b\u3069\u3001\u76f8\u624b\u3092\u5f85\u305f\u305b\u305a\u306b\u6e08\u307f\u307e\u3059\u3002SL\u3082\u76f8\u624b\u3092\u5f85\u305f\u305b\u306a\u304b\u3063\u305f\u3053\u3068\u3092\u793a\u3059\u6307\u6a19\u3067\u306f\u3042\u308a\u307e\u3059\u304c\u3001\u8a2d\u5b9a\u6642\u9593\u3092\u8d85\u3048\u305f\u5834\u5408\u306e\u5f85\u3061\u6642\u9593\u304c\u3069\u306e\u304f\u3089\u3044\u9577\u3044\u306e\u304b\u306f\u308f\u304b\u308a\u307e\u305b\u3093\u3002\u4e00\u65b9\u3067\u3001ASA\u306f\u96fb\u8a71\u304c\u3064\u306a\u304c\u308b\u307e\u3067\u306e\u6642\u9593\u306e\u5e73\u5747\u5024\u3067\u3059\u3002SL\u306e\u6570\u5024\u306b\u306f\u5165\u3063\u3066\u3044\u306a\u3044\u8a2d\u5b9a\u6642\u9593\u3092\u8d85\u3048\u305f\u96fb\u8a71\u3082\u3001ASA\u306e\u8a08\u7b97\u306b\u306f\u7d44\u307f\u8fbc\u307e\u308c\u307e\u3059\u3002ASA\u3092\u78ba\u8a8d\u3059\u308c\u3070\u3001\u9577\u304f\u5f85\u305f\u3055\u308c\u305f\u4eba\u304c\u3044\u305f\u306e\u304b\u3069\u3046\u304b\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u59d4\u8a17\u5148\u3092\u691c\u8a0e\u3059\u308b\u969b\u306b\u306f\u3001SL\u304c\u9ad8\u304fASA\u306f\u77ed\u3044\u30b5\u30fc\u30d3\u30b9\u3092\u9078\u3079\u3070\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3092\u56f3\u308c\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-8\" >\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI<\/h2>\n<p>\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI\u3068\u3057\u3066\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96fb\u8a71\u306e\u5fdc\u5bfe\u306b\u304b\u3051\u305f\u6642\u9593\u306e\u5272\u5408\u3092\u793a\u3059\u300c\u7a3c\u50cd\u7387\u300d\u3001\u96fb\u8a71\u306e\u5fdc\u5bfe\u306b\u304b\u3051\u305f\u6642\u9593\u306e\u5e73\u5747\u3092\u793a\u3059\u300cAHT\u300d\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u306f\u3001\u52b9\u7387\u3088\u304f\u4f5c\u696d\u3092\u3053\u306a\u3059\u3053\u3068\u3067\u751f\u7523\u6027\u304c\u9ad8\u307e\u308a\u307e\u3059\u3002\u52b9\u7387\u6027\u304c\u9ad8\u307e\u308c\u3070\u3001\u7121\u99c4\u3092\u7701\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u62c5\u3082\u8efd\u6e1b\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u4e00\u822c\u7684\u306b\u5f93\u696d\u54e1\u306e\u8ca0\u62c5\u304c\u8efd\u304f\u306a\u308b\u3068\u4eba\u54e1\u306e\u5b9a\u7740\u7387\u304c\u9ad8\u304f\u306a\u308b\u50be\u5411\u304c\u3042\u308b\u306e\u3067\u3001\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI\u3092\u5229\u7528\u3059\u308c\u3070\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u30d9\u30c6\u30e9\u30f3\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u6d3b\u8e8d\u3059\u308b\u8077\u5834\u306b\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002\u5c11\u5b50\u9ad8\u9f62\u5316\u306e\u5f71\u97ff\u3067\u52b4\u50cd\u529b\u304c\u6e1b\u5c11\u3057\u3064\u3064\u3042\u308b\u65e5\u672c\u306b\u304a\u3044\u3066\u3001\u52b9\u7387\u6027\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u4eba\u54e1\u3092\u78ba\u4fdd\u3059\u308b\u305f\u3081\u306e\u624b\u6bb5\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-9\" >\u7a3c\u50cd\u7387<\/h3>\n<p>\u7a3c\u50cd\u7387\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b4\u50cd\u6642\u9593\u306e\u4e2d\u3067\u96fb\u8a71\u306e\u5fdc\u5bfe\u306b\u304b\u3051\u305f\u6642\u9593\u306e\u5272\u5408\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u96fb\u8a71\u306e\u5fdc\u5bfe\u3068\u3044\u3046\u306e\u306f\u3001\u8a71\u3092\u3057\u3066\u3044\u308b\u6642\u9593\u3060\u3051\u3067\u306a\u304f\u4fdd\u7559\u30fb\u5f8c\u51e6\u7406\u30fb\u5f85\u6a5f\u3092\u3057\u3066\u3044\u308b\u6642\u9593\u3082\u542b\u3081\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u3092\u8a08\u7b97\u5f0f\u306b\u3059\u308b\u3068\uff08\u5fdc\u5bfe\u6642\u9593+\u4fdd\u7559\u6642\u9593+\u5f8c\u51e6\u7406\u6642\u9593+\u5f85\u6a5f\u6642\u9593\uff09\u00f7\u52b4\u50cd\u6642\u9593\u3067\u3059\u3002\u7a3c\u50cd\u7387\u304c\u9ad8\u304f\u306a\u308c\u3070\u306a\u308b\u307b\u3069\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u96fb\u8a71\u306e\u5fdc\u5bfe\u306b\u591a\u304f\u306e\u6642\u9593\u3092\u5272\u3044\u3066\u3044\u308b\u3068\u3044\u3046\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002\u3072\u3063\u304d\u308a\u306a\u3057\u306b\u96fb\u8a71\u304c\u304b\u304b\u3063\u3066\u304f\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u3042\u308c\u3070\u3001\u7a3c\u50cd\u7387\u3092\u9ad8\u3081\u3066\u52b9\u7387\u7684\u306b\u696d\u52d9\u3092\u56de\u3057\u305f\u3044\u3068\u3053\u308d\u3067\u3057\u3087\u3046\u304c\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u62c5\u3092\u8003\u3048\u308b\u3068\u50cd\u304d\u3059\u304e\u306a\u3044\u3088\u3046\u306b\u8abf\u6574\u3059\u308b\u3053\u3068\u3082\u5fc5\u8981\u3067\u3059\u3002\u4e00\u822c\u7684\u306b\u9069\u6b63\u306a\u7a3c\u50cd\u7387\u306f80\uff5e85\uff05\u3067\u3059\u3002<\/p>\n<h3 id=\"rtoc-10\" >AHT\uff08ACW\u3001ATT\uff09<\/h3>\n<p>AHT\u306f\u300cAverage Handling Time\u300d\u306e\u7565\u3067\u3059\u3002\u96fb\u8a71\u306e\u5fdc\u5bfe\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u306e\u5e73\u5747\u3092\u793a\u3059\u6307\u6a19\u3067\u3042\u308a\u3001\u9069\u6b63\u306a\u6642\u9593\u3067\u3042\u308c\u3070\u52b9\u7387\u7684\u306b\u4f5c\u696d\u304c\u3067\u304d\u3066\u3044\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002AHT\u306f\u3001\u77ed\u3051\u308c\u3070\u3088\u308a\u591a\u304f\u306e\u96fb\u8a71\u306b\u5fdc\u5bfe\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u96fb\u8a71\u304c\u3064\u306a\u304c\u3089\u306a\u3044\u3068\u3044\u3046\u3053\u3068\u3082\u306a\u304f\u306a\u308a\u307e\u3059\u3002ACW\u306f\u300cAfter Call Work\u300d\u306e\u7565\u3067\u3042\u308a\u3001\u96fb\u8a71\u3092\u5207\u3063\u305f\u5f8c\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5f8c\u51e6\u7406\u3092\u3059\u308b\u305f\u3081\u306b\u304b\u3051\u308b\u6642\u9593\u306e\u5e73\u5747\u3067\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3001\u901a\u8a71\u306e\u5185\u5bb9\u306a\u3069\u3092\u5165\u529b\u3059\u308b\u305f\u3081\u306b\u3001\u5e73\u5747\u3067\u3069\u308c\u3060\u3051\u306e\u6642\u9593\u3092\u304b\u3051\u3066\u3044\u308b\u306e\u304b\u3092\u77e5\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002ACW\u304c\u77ed\u3051\u308c\u3070\u3001\u52b9\u7387\u3088\u304f\u5165\u529b\u304c\u3067\u304d\u3066\u3044\u308b\u3068\u3044\u3046\u3053\u3068\u306a\u306e\u3067\u4f5c\u696d\u306f\u6357\u308b\u3067\u3057\u3087\u3046\u3002ATT\u306f\u300cAverage Talk Time\u300d\u306e\u7565\u3067\u3001\u901a\u8a71\u6642\u9593\u306e\u5e73\u5747\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u52b9\u7387\u3088\u304f\u4f5c\u696d\u3092\u3057\u305f\u3044\u306e\u3067\u3042\u308c\u3070\u3001ATT\u306f\u77ed\u304f\u3057\u305f\u65b9\u304c\u826f\u3044\u3067\u3059\u3002<\/p>\n<h3 id=\"rtoc-11\" >CPC<\/h3>\n<p>CPC\u306f\u300cCost Per Call\u300d\u306e\u7565\u3067\u3042\u308a\u30011\u4ef6\u306e\u96fb\u8a71\u306b\u304b\u304b\u308b\u30b3\u30b9\u30c8\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u5fdc\u5bfe\u3057\u305f\u96fb\u8a71\u306e\u4ef6\u6570\u3092\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7dcf\u30b3\u30b9\u30c8\u3067\u5272\u308b\u3068\u6570\u5024\u3092\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u7dcf\u30b3\u30b9\u30c8\u3068\u3044\u3046\u306e\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4eba\u4ef6\u8cbb\u3060\u3051\u3067\u306a\u304f\u901a\u4fe1\u8cbb\u3084\u30aa\u30d5\u30a3\u30b9\u306e\u8cc3\u6599\u306a\u3069\u8af8\u3005\u306e\u30b3\u30b9\u30c8\u3092\u542b\u3081\u305f\u3082\u306e\u3067\u3059\u3002CPC\u3092\u4f4e\u304f\u6291\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u308c\u3070\u3001\u30b3\u30b9\u30c8\u9762\u3067\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u52b9\u7387\u7684\u306b\u306a\u308a\u307e\u3059\u3002\u306a\u304a\u3001CPC\u306e\u76ee\u5b89\u306f\u3001\u305d\u306e\u3068\u304d\u306e\u793e\u4f1a\u60c5\u52e2\u3084\u7d4c\u6e08\u306e\u52d5\u5411\u306a\u3069\u3067\u5909\u308f\u308b\u306e\u3067\u3001\u4e01\u5be7\u306b\u691c\u8a3c\u3092\u91cd\u306d\u3066\u7b97\u51fa\u3057\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3067\u3057\u3087\u3046\u3002CPC\u3092\u4f4e\u304f\u6291\u3048\u3066\u52b9\u7387\u6027\u3092\u9ad8\u3081\u3088\u3046\u3068\u3059\u308b\u306a\u3089\u3001\u91d1\u984d\u3060\u3051\u3092\u898b\u308b\u306e\u3067\u306f\u306a\u304f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3084\u4f5c\u696d\u306e\u3057\u3084\u3059\u3055\u306a\u3069\u3082\u8003\u616e\u3057\u3066\u304a\u304f\u65b9\u304c\u826f\u3044\u3067\u3059\u3002<\/p>\n<h2 id=\"rtoc-12\" >\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-4840\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-1024x683.jpg\" alt=\"\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI\" width=\"600\" height=\"400\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-1024x683.jpg 1024w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-300x200.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-768x512.jpg 768w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-1536x1024.jpg 1536w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-240x160.jpg 240w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-90x60.jpg 90w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920-660x440.jpg 660w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/board-3700116_1920.jpg 1920w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI\u3068\u3057\u3066\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5fdc\u5bfe\u306b\u9867\u5ba2\u304c\u3069\u308c\u3060\u3051\u6e80\u8db3\u3057\u305f\u304b\u3092\u793a\u3059CS\u3084\u9867\u5ba2\u304c\u4ed6\u4eba\u306b\u5546\u54c1\u3092\u3069\u308c\u3060\u3051\u304a\u52e7\u3081\u3057\u305f\u3044\u306e\u304b\u3092\u793a\u3059NPS\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u9867\u5ba2\u3068\u76f4\u63a5\u3064\u306a\u304c\u308b\u90e8\u9580\u3067\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4ed5\u4e8b\u3076\u308a\u304c\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u76f4\u7d50\u3059\u308b\u306b\u3064\u306a\u304c\u308b\u306e\u3067\u3001\u4e01\u5be7\u306a\u5fdc\u5bfe\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI\u306b\u6ce8\u76ee\u3057\u3001\u305d\u306e\u6570\u5024\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u308c\u3070\u3001\u591a\u304f\u306e\u9867\u5ba2\u304c\u30ea\u30d4\u30fc\u30bf\u30fc\u3068\u306a\u308a\u5b9a\u671f\u7684\u306b\u5546\u54c1\u3092\u8cfc\u5165\u3057\u3066\u304f\u308c\u307e\u3059\u3057\u3001\u5bb6\u65cf\u3084\u53cb\u4eba\u3092\u4ecb\u3057\u3066\u5546\u54c1\u306e\u9b45\u529b\u3092\u5e83\u3081\u3066\u304f\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u305d\u306e\u7d50\u679c\u3068\u3057\u3066\u3001\u4f1a\u793e\u306e\u696d\u7e3e\u306f\u5b89\u5b9a\u3057\u6210\u9577\u3092\u671f\u5f85\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI\u3067\u306f\u3001\u6570\u5024\u3092\u51fa\u3059\u305f\u3081\u306b\u5b9a\u671f\u7684\u306a\u8abf\u67fb\u304c\u5fc5\u8981\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-13\" >CS<\/h3>\n<p>CS\u306f\u300cCustomer satisfaction\u300d\u306e\u7565\u3067\u3001\u65e5\u672c\u8a9e\u306b\u3059\u308b\u3068\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u300d\u3068\u3044\u3046\u610f\u5473\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96fb\u8a71\u306b\u5fdc\u5bfe\u3057\u305f\u3053\u3068\u3067\u9867\u5ba2\u304c\u3069\u306e\u7a0b\u5ea6\u6e80\u8db3\u3067\u304d\u305f\u306e\u304b\u3092\u3001\u308f\u304b\u308a\u3084\u3059\u304f\u6570\u5024\u5316\u3057\u3066\u3044\u307e\u3059\u3002CS\u306e\u8abf\u3079\u65b9\u3067\u3059\u304c\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u3084\u30d2\u30a2\u30ea\u30f3\u30b0\u304c\u3088\u304f\u4f7f\u308f\u308c\u308b\u624b\u6bb5\u3067\u3059\u3002\u6e80\u8db3\u5ea6\u3068\u3044\u3046\u306e\u306f\u3001\u9867\u5ba2\u306b\u3057\u304b\u308f\u304b\u3089\u306a\u3044\u611f\u899a\u306a\u306e\u3067\u6570\u5024\u5316\u3057\u306b\u304f\u3044\u3088\u3046\u306b\u601d\u3048\u308b\u3067\u3057\u3087\u3046\u3002\u3057\u304b\u3057\u3001\u8a71\u306e\u805e\u304d\u53d6\u308a\u3084\u3059\u3055\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30a2\u30c9\u30d0\u30a4\u30b9\u304c\u554f\u984c\u306e\u89e3\u6c7a\u306b\u3069\u306e\u7a0b\u5ea6\u5f79\u7acb\u3063\u305f\u306e\u304b\u3001\u3068\u3044\u3046\u3053\u3068\u3068\u30925\u6bb5\u968e\u308410\u6bb5\u968e\u3067\u793a\u3057\u3066\u3082\u3089\u3048\u308c\u3070\u6570\u5024\u5316\u3059\u308b\u3053\u3068\u306f\u53ef\u80fd\u3067\u3059\u3002CS\u306e\u7d50\u679c\u3092\u8e0f\u307e\u3048\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u6539\u5584\u3057\u3066\u3044\u3051\u3070\u3088\u308a\u6e80\u8db3\u5ea6\u304c\u9ad8\u307e\u308b\u3053\u3068\u3067\u3057\u3087\u3046\u3002<\/p>\n<h3 id=\"rtoc-14\" >NPS<\/h3>\n<p>NPS\u306f\u300cNet Promotor Score\u300d\u306e\u7565\u3067\u3001\u65e5\u672c\u8a9e\u3067\u306f\u300c\u9867\u5ba2\u63a8\u5968\u5ea6\u300f\u3068\u3044\u3046\u610f\u5473\u306b\u306a\u308a\u307e\u3059\u3002NPS\u3082CS\u540c\u69d8\u306b\u6570\u5024\u5316\u3057\u306b\u304f\u3044\u6307\u6a19\u306b\u898b\u3048\u307e\u3059\u304c\u3001\u8a2d\u554f\u6b21\u7b2c\u3067\u6570\u5024\u5316\u304c\u53ef\u80fd\u3067\u3059\u3002\u4f8b\u3048\u3070\u3001\u53cb\u4eba\u3084\u4f1a\u793e\u306e\u540c\u50da\u306b\u5546\u54c1\u3092\u52e7\u3081\u308b\u53ef\u80fd\u6027\u306f\u3069\u306e\u304f\u3089\u3044\u3042\u308b\u306e\u304b\u3001\u3068\u3044\u3046\u8a2d\u554f\u3092\u9867\u5ba2\u306b\u6295\u3052\u304b\u3051\u307e\u3059\u3002\u305d\u3053\u30679\uff5e10\u70b9\u3068\u9ad8\u3044\u70b9\u6570\u3092\u3064\u3051\u3066\u3044\u308c\u3070\u71b1\u5fc3\u306a\u63a8\u5968\u8005\u3067\u3042\u308a\u3001\u30ea\u30d4\u30fc\u30bf\u30fc\u3068\u3057\u3066\u4f1a\u793e\u3092\u652f\u3048\u3066\u304f\u308c\u308b\u5b58\u5728\u306b\u306a\u308a\u3084\u3059\u3044\u3067\u3059\u3002\u3055\u3089\u306b\u30017\uff5e8\u70b9\u306f\u4e2d\u7acb\u8005\u3001\u305d\u308c\u4ee5\u4e0b\u306f\u6279\u5224\u8005\u3068\u3044\u3046\u5206\u985e\u3067\u3059\u3002\u63a8\u5968\u8005\u306e\u5272\u5408\u304b\u3089\u6279\u5224\u8005\u306e\u5272\u5408\u3092\u5dee\u3057\u5f15\u3044\u305f\u7d50\u679c\u304c\u3001NPS\u306e\u30b9\u30b3\u30a2\u306b\u306a\u308a\u307e\u3059\u3002\u63a8\u5968\u8005\u304c\u591a\u3051\u308c\u3070\u3001NPS\u30b9\u30b3\u30a2\u306f\u30d7\u30e9\u30b9\u3068\u306a\u308a\u58f2\u4e0a\u306e\u5897\u52a0\u304c\u671f\u5f85\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h2 id=\"rtoc-15\" >\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u904b\u55b6\u3057\u3066\u3044\u304f\u306b\u306f\u3001\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u3082\u91cd\u8981\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3082\u3001\u305d\u3053\u3067\u50cd\u304f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3044\u3066\u3053\u305d\u696d\u52d9\u304c\u56de\u308a\u307e\u3059\u3002\u4eba\u54e1\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u3068\u3063\u3066\u8cb4\u91cd\u306a\u8ca1\u7523\u3068\u8a00\u3048\u307e\u3059\u3002\u305d\u308c\u3092\u8e0f\u307e\u3048\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5b89\u5fc3\u3057\u3066\u9577\u304f\u50cd\u3051\u308b\u8077\u5834\u3092\u76ee\u6307\u3057\u305f\u3044\u306e\u3067\u3042\u308c\u3070\u3001\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u3092\u5229\u7528\u3057\u3066\u3001\u5fc5\u8981\u306a\u65bd\u7b56\u3092\u884c\u3044\u307e\u3057\u3087\u3046\u3002\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u3068\u3057\u3066\u306f\u3001\u51fa\u52e4\u4e88\u5b9a\u3060\u3063\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u4f11\u3093\u3060\u5272\u5408\u3092\u793a\u3059\u6b20\u52e4\u7387\u3001\u96e2\u8077\u3057\u3066\u3057\u307e\u3063\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5272\u5408\u3092\u793a\u3059\u96e2\u8077\u7387\u7b49\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u306f\u3001\u898b\u843d\u3068\u3057\u304c\u3042\u308b\u3068\u8077\u5834\u74b0\u5883\u304c\u60aa\u304f\u306a\u308a\u96e2\u8077\u8005\u304c\u5897\u3048\u3066\u3057\u307e\u3046\u306e\u3067\u3001\u7d20\u65e9\u304f\u5fdc\u5bfe\u3059\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-16\" >\u6b20\u52e4\u7387<\/h3>\n<p>\u6b20\u52e4\u7387\u306f\u3001\u3042\u3089\u304b\u3058\u3081\u7d44\u3093\u3067\u3044\u305f\u30b7\u30d5\u30c8\u3067\u51fa\u52e4\u4e88\u5b9a\u3060\u3063\u305f\u65e5\u6570\u306b\u5bfe\u3057\u3066\u3001\u6b20\u52e4\u3057\u305f\u5272\u5408\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u51fa\u52e4\u3059\u308b\u4e88\u5b9a\u3060\u3063\u305f\u65e5\u6570\u3092\u6b20\u52e4\u3057\u305f\u65e5\u6570\u3067\u5272\u308a100\u3092\u639b\u3051\u308c\u3070\u6570\u5024\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u6b20\u52e4\u7387\u304c\u9ad8\u3044\u3068\u3001\u4f11\u3093\u3060\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4ed5\u4e8b\u304c\u3001\u4ed6\u306e\u4eba\u306b\u56de\u3055\u308c\u3066\u8ca0\u62c5\u304c\u91cd\u304f\u306a\u308a\u307e\u3059\u3002\u6b20\u52e4\u7387\u306f\u3001\u7cbe\u795e\u7684\u306a\u7406\u7531\u3068\u8089\u4f53\u7684\u306a\u7406\u7531\u3067\u5909\u5316\u3057\u307e\u3059\u3002\u7cbe\u795e\u7684\u306a\u7406\u7531\u3067\u306f\u3001\u4eba\u9593\u95a2\u4fc2\u306e\u60aa\u5316\u306a\u3069\u304c\u6b20\u52e4\u306e\u5f15\u304d\u91d1\u3068\u306a\u308b\u306e\u3067\u3001\u7ba1\u7406\u8005\u306b\u3088\u308b\u30d2\u30a2\u30ea\u30f3\u30b0\u3084\u30b7\u30d5\u30c8\u306e\u8abf\u6574\u306a\u3069\u3067\u50cd\u304d\u3084\u3059\u3044\u72b6\u614b\u3092\u3064\u304f\u308c\u3070\u6539\u5584\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u8089\u4f53\u7684\u306a\u7406\u7531\u3067\u306f\u3001\u4f8b\u3048\u3070\u904e\u5ea6\u306a\u52b4\u50cd\u304c\u5f15\u304d\u91d1\u3068\u306a\u308b\u306e\u3067\u9577\u6642\u9593\u52b4\u50cd\u3092\u306a\u304f\u3059\u3053\u3068\u304c\u52b9\u679c\u7684\u3067\u3059\u3002\u4ed6\u306b\u3082\u3001\u5b63\u7bc0\u6027\u306e\u75c5\u6c17\u304c\u5f15\u304d\u91d1\u306a\u3089\u3070\u3001\u63db\u6c17\u3084\u7a7a\u6c17\u6e05\u6d44\u6a5f\u306e\u8a2d\u7f6e\u306a\u3069\u306e\u5bfe\u7b56\u3067\u6b20\u52e4\u7387\u3092\u4f4e\u4e0b\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-17\" >\u96e2\u8077\u7387<\/h3>\n<p>\u96e2\u8077\u7387\u306f\u3001\u4e00\u5b9a\u671f\u9593\u5185\u306b\u96e2\u8077\u3057\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5272\u5408\u3092\u793a\u3057\u305f\u6307\u6a19\u3067\u3059\u3002\u52b4\u50cd\u8005\u6570\u3092\u96e2\u8077\u8005\u6570\u3067\u5272\u308a100\u3092\u639b\u3051\u308c\u3070\u6570\u5024\u3092\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u4e00\u5b9a\u671f\u9593\u3068\u3044\u3046\u306e\u306f\u3001\u6708\u3054\u3068\u306e\u5834\u5408\u3082\u3042\u308a\u307e\u3059\u3057\u30011\u5e74\u3054\u3068\u306e\u5834\u5408\u3082\u3042\u308a\u307e\u3059\u3002\u96e2\u8077\u7387\u304c\u9ad8\u3044\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u4eba\u304c\u80b2\u305f\u3061\u306b\u304f\u304f\u3001\u696d\u52d9\u306e\u52b9\u7387\u3084\u8cea\u304c\u4f4e\u4e0b\u3057\u3066\u3057\u307e\u3046\u6050\u308c\u304c\u3042\u308b\u306e\u3067\u6539\u5584\u3057\u305f\u65b9\u304c\u826f\u3044\u3067\u3059\u3002\u96e2\u8077\u7387\u3092\u4f4e\u4e0b\u3055\u305b\u305f\u3044\u306e\u3067\u3042\u308c\u3070\u3001\u7ba1\u7406\u8077\u304c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u9762\u8ac7\u3092\u3057\u3066\u30b9\u30c8\u30ec\u30b9\u3092\u62b1\u3048\u3066\u3044\u306a\u3044\u304b\u3092\u78ba\u8a8d\u3057\u305f\u308a\u3001\u52aa\u529b\u304c\u5831\u308f\u308c\u308b\u3088\u3046\u306b\u516c\u5e73\u30fb\u516c\u6b63\u306a\u4eba\u4e8b\u8a55\u4fa1\u5236\u5ea6\u3092\u3064\u304f\u3063\u305f\u308a\u3059\u308b\u306a\u3069\u306e\u65bd\u7b56\u304c\u52b9\u679c\u7684\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u59d4\u8a17\u3059\u308b\u306b\u3042\u305f\u3063\u3066\u306f\u3001\u96e2\u8077\u7387\u304c\u4f4e\u3044\u30b5\u30fc\u30d3\u30b9\u3067\u3042\u308c\u3070\u3001\u50cd\u304d\u3084\u3059\u3044\u74b0\u5883\u3092\u4f5c\u308b\u305f\u3081\u306b\u52aa\u529b\u3092\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u671f\u5f85\u3067\u304d\u308b\u306e\u3067\u4fe1\u983c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-18\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u95a2\u3059\u308bKPI<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-4841\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-1024x683.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u95a2\u3059\u308bKPI\" width=\"600\" height=\"400\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-1024x683.jpg 1024w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-300x200.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-768x512.jpg 768w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-1536x1024.jpg 1536w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-240x160.jpg 240w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-90x60.jpg 90w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920-660x440.jpg 660w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/woman-6573021_1920.jpg 1920w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p>\u3053\u3053\u304b\u3089\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u95a2\u3059\u308b\u7528\u8a9e\u306b\u3064\u3044\u3066\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-19\" >RFP\uff08\u63d0\u6848\u4f9d\u983c\u66f8\uff09<\/h2>\n<p>\u300cRFP\u300d\u306f\u300cRequest For Proposal\u300d\u306e\u7565\u3067\u3001\u63d0\u6848\u4f9d\u983c\u66f8\u306e\u3053\u3068\u3092\u6307\u3057\u307e\u3059\u3002 \u60c5\u5831\u30b7\u30b9\u30c6\u30e0\u306e\u5c0e\u5165\u3084\u696d\u52d9\u59d4\u8a17\u3092\u884c\u3046\u306b\u3042\u305f\u308a\u3001\u767a\u6ce8\u5148\u306eIT\u4f01\u696d\u306b\u5bfe\u3057\u3066\u5177\u4f53\u7684\u306a\u63d0\u6848\u3092\u4f9d\u983c\u3059\u308b\u6587\u66f8\u306e\u3053\u3068\u3067\u3059\u3002<\/p>\n<p>\u5185\u5bb9\u3068\u3057\u3066\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u5c0e\u5165\u306e\u76ee\u7684\u3084\u80cc\u666f\u3001\u73fe\u72b6\u306e\u8ab2\u984c\u70b9\u3001\u305d\u306e\u6848\u4ef6\u306e\u76ee\u6a19\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3084\u4e88\u7b97\u3092\u8a18\u8ff0\u3057\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5834\u5408\u696d\u52d9\u306f\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u3068\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u306e2\u3064\u306b\u5206\u304b\u308c\u3001\u4f55\u3092KPI\u306b\u8a2d\u5b9a\u3059\u308b\u304b\u306b\u3088\u3063\u3066\u9069\u5207\u306a\u30b7\u30b9\u30c6\u30e0\u304c\u7570\u306a\u308a\u307e\u3059\u3002\u6700\u9069\u306a\u63d0\u6848\u3092\u3057\u3066\u3082\u3089\u3046\u305f\u3081\u306b\u306f\u3001\u767a\u6ce8\u3059\u308b\u5074\u306e\u8981\u4ef6\u3092\u6b63\u3057\u304f\u5177\u4f53\u7684\u306b\u4f1d\u3048\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u305d\u306e\u305f\u3081\u3001RFP\u306f\u30b7\u30b9\u30c6\u30e0\u5c0e\u5165\u3084\u59d4\u8a17\u3059\u308b\u5834\u5408\u306b\u3068\u3066\u3082\u5927\u4e8b\u306a\u6587\u66f8\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-20\" >SOW\uff08\u4f5c\u696d\u7bc4\u56f2\u8a18\u8ff0\u66f8\uff09<\/h2>\n<p>\u300cSOW\u300d\u306f\u300cStatement of Work\u300d\u306e\u7565\u3067\u3001\u4f5c\u696d\u7bc4\u56f2\u8a18\u8ff0\u66f8\u306e\u3053\u3068\u3092\u6307\u3057\u307e\u3059\u3002 \u30b7\u30b9\u30c6\u30e0\u958b\u767a\u306a\u3069\u3001\u8907\u6570\u4eba\u304c\u95a2\u308f\u308b\u4ed5\u4e8b\u3092\u5b9f\u65bd\u3059\u308b\u5834\u5408\u306b\u4f5c\u6210\u3057\u307e\u3059\u3002\u53d7\u767a\u6ce8\u8005\u304c\u8a8d\u8b58\u306e\u3059\u308a\u5408\u308f\u305b\u3092\u884c\u3046\u305f\u3081\u306b\u3001\u4ed5\u4e8b\u306e\u76ee\u6a19\u3084\u5177\u4f53\u7684\u306a\u4f5c\u696d\u3001\u6210\u679c\u7269\u3084\u30d7\u30ed\u30b8\u30a7\u30af\u30c8\u30e1\u30f3\u30d0\u30fc\u306e\u5f79\u5272\u306a\u3069\u3092\u8a18\u3057\u307e\u3059\u3002<\/p>\n<p>\u8a73\u7d30\u306aSOW\u304c\u306a\u3051\u308c\u3070\u6210\u679c\u7269\u306e\u8a55\u4fa1\u304c\u3067\u304d\u306a\u3044\u305f\u3081\u3001\u30b5\u30dd\u30fc\u30c8\u30ec\u30d9\u30eb\u3084\u5fc5\u8981\u306a\u6587\u66f8\u3084\u8cc7\u6599\u3092\u660e\u78ba\u306b\u8a18\u8ff0\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002 \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5834\u5408\u3001\u96fb\u8a71\u53d7\u4ed8\u304c\u5e73\u65e5\u306e\u307f\u3042\u308b\u3044\u306f\u571f\u65e5\u3082\u5bfe\u5fdc\u3059\u308b\u306e\u304b\u3001\u6642\u9593\u5e2f\u306f18\u6642\u307e\u3067\u306a\u306e\u304b24\u6642\u9593\u5bfe\u5fdc\u306a\u306e\u304b\u3067\u30b5\u30dd\u30fc\u30c8\u529b\u304c\u5927\u304d\u304f\u5909\u308f\u308a\u307e\u3059\u3002 \u307e\u305f\u3001\u96fb\u8a71\u5bfe\u5fdc\u3059\u308b\u306b\u306f\u30de\u30cb\u30e5\u30a2\u30eb\u3068\u306a\u308b<a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/inbound_callcenter\">\u30c8\u30fc\u30af\u30b9\u30af\u30ea\u30d7\u30c8<\/a>\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u3053\u306e\u3088\u3046\u306a\u8981\u4ef6\u3092\u8a73\u7d30\u306b\u8a18\u3059\u3053\u3068\u3067\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3066\u9069\u5207\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-21\" >CRM<\/h2>\n<p>CRM\u3068\u306f\u3001\u300cCustomer Relationship Management\u300d\u306e\u7565\u3067\u300c\u9867\u5ba2\u95a2\u4fc2\u7ba1\u7406\u300d\u306e\u610f\u5473\u3002 \u9867\u5ba2\u3068\u89aa\u5bc6\u3067\u3088\u308a\u826f\u3044\u95a2\u4fc2\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u7d4c\u55b6\u624b\u6cd5\u306e\u3053\u3068\u3092\u6307\u3057\u307e\u3059\u3002<\/p>\n<p>\u5e74\u9f62\u3084\u6027\u5225\u3068\u3044\u3063\u305f\u500b\u4eba\u60c5\u5831\u306e\u307b\u304b\u3001\u8cfc\u8cb7\u5c65\u6b74\u3084\u8da3\u5473\u55dc\u597d\u3068\u3044\u3063\u305f\u60c5\u5831\u3092\u53ce\u96c6\u30fb\u5206\u6790\u3057\u3066\u9867\u5ba2\u3072\u3068\u308a\u3072\u3068\u308a\u306b\u9069\u3057\u305f\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 \u3053\u306e\u624b\u6cd5\u3092IT\u3092\u99c6\u4f7f\u3057\u3066\u30b7\u30b9\u30c6\u30e0\u5316\u3057\u305f\u3082\u306e\u3092CRM\u30b7\u30b9\u30c6\u30e0\u3068\u547c\u3073\u307e\u3059\u3002 \u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u306b\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u306e\u751f\u306e\u58f0\u3092\u84c4\u7a4d\u3057\u3001\u305d\u308c\u3089\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306e\u54c1\u8cea\u6539\u5584\u3078\u5f79\u7acb\u3066\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-22\" >KPI\u306b\u6ce8\u76ee\u3057\u3066\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u5148\u3092\u6c7a\u3081\u3088\u3046<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u59d4\u8a17\u3059\u308b\u3068\u304d\u306b\u3001\u30b5\u30fc\u30d3\u30b9\u3054\u3068\u306e\u9055\u3044\u304c\u308f\u304b\u3089\u305a\u5019\u88dc\u3092\u7d5e\u308a\u8fbc\u3081\u306a\u3044\u306e\u3067\u3042\u308c\u3070\u3001KPI\u306b\u6ce8\u76ee\u3092\u3057\u307e\u3057\u3087\u3046\u3002\u8a2d\u5b9a\u3057\u305fKPI\u3092\u53ef\u8996\u5316\u3057\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u3069\u306e\u3088\u3046\u306a\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u304b\u3001\u6240\u5c5e\u3057\u3066\u3044\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6b20\u52e4\u7387\u3084\u96e2\u8077\u7387\u304c\u3069\u3046\u306a\u3063\u3066\u3044\u308b\u306e\u304b\u3001\u3068\u3044\u3046\u3053\u3068\u3092\u898b\u308c\u3070\u4fe1\u983c\u3067\u304d\u308b\u59d4\u8a17\u5148\u304c\u898b\u3064\u304b\u308a\u307e\u3059\u3002\u4ee5\u4e0a\u306e\u3053\u3068\u3092\u8e0f\u307e\u3048\u3066\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u59d4\u8a17\u3059\u308b\u306a\u3089\u65e5\u672c\u30c6\u30ec\u30cd\u30c3\u30c8\u306eBPO\u30b5\u30fc\u30d3\u30b9\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002\u8208\u5473\u304c\u3042\u308c\u3070\u3001\u65e5\u672c\u30c6\u30ec\u30cd\u30c3\u30c8\u306eBPO\u30b5\u30fc\u30d3\u30b9\u306b\u554f\u3044\u5408\u308f\u305b\u3066\u307f\u307e\u3057\u3087\u3046\u3002<\/p>\n<style>\n\/* container *\/<br \/>\n.wrapperdonew{<br \/>\nwidth:100%;<br \/>\nbackground-color: #f0f8ff;<br \/>\nmargin:5px auto;<br \/>\n}<br \/>\n.wrapperdonew .container{<br \/>\n\/* max-width:1000px; *\/<br \/>\nwidth:100%;<br \/>\nmargin:0px auto;<br \/>\npadding:5px 0px;<br \/>\n}<br \/>\n\/* content *\/<br \/>\n@media (min-width: 992px) {<br \/>\n.wrapperdonew .container .content {<br \/>\ndisplay: flex;<br \/>\njustify-content: center;<br \/>\n\/*<br \/>\nalign-items: center;<\/p>\n<p>*\/<br \/>\n}<br \/>\n}<br \/>\n.wrapperdonew .content-item {<br \/>\nwidth:100%;<br \/>\n}<br \/>\n@media (min-width: 992px)<br \/>\n{<br \/>\n    .wrapperdonew .content-itemimg {<br \/>\n    width:30%;<br \/>\n    }<br \/>\n    .wrapperdonew .content-item {<br \/>\n    width:70%;<br \/>\n    }<br \/>\n}<br \/>\n.wrapperdonew .image{<br \/>\ndisplay:block;<br \/>\nmax-width:80%;<br \/>\nmargin:0px auto;<br \/>\npadding:1px;<br \/>\nfont-size: 12px;<br \/>\n}<br \/>\n.wrapperdonew .text{<br \/>\npadding:5px;<br \/>\n}<br \/>\n.wrapperdonew .text .heading{<br \/>\nmargin:20px 0px 15px 0px;<br \/>\nfont-size: 18px;<br \/>\nfont-weight: normal;<br \/>\n\/* text-align: center; *\/<br \/>\n}<br \/>\n.wrapperdonew .text p{<br \/>\nmargin:5px 5px 10px 5px;<br \/>\nfont-size: 14px;<br \/>\nfont-weight: normal;<br \/>\n\/* text-align: center; *\/<br \/>\n}<br \/>\n.dounewh2{<br \/>\nposition: relative;<br \/>\npadding: 0.5em;<br \/>\nbackground: #a6d3c8;<br \/>\ncolor: white;<br \/>\n}<br \/>\n.dounewh2::before {<br \/>\n  position: absolute;<br \/>\n  content: '';<br \/>\n  top: 100%;<br \/>\n  left: 0;<br \/>\n  border: none;<br \/>\n  border-bottom: solid 15px transparent;<br \/>\n  border-right: solid 20px rgb(149, 158, 155);<br \/>\n}<\/p>\n<p>a.dlbtn{<br \/>\n    display: inline-block;<br \/>\n    width: 160px;<br \/>\n    margin: 0 0 0 0;<br \/>\n    background-color: #ec3a2c;<br \/>\n    border-radius: 8px;<br \/>\n    color: #fff;<br \/>\n    font-weight: bold;<br \/>\n    font-size: 16px;<br \/>\n    text-align: center;<br \/>\n    position: relative;<br \/>\n    height: 48px;<br \/>\n    line-height: 48px;<br \/>\n    padding: 0;<br \/>\n    box-shadow: none !important;<br \/>\n    border: none;<br \/>\n}<br \/>\na.dlbtn:hover {<br \/>\nopacity: 0.8;<br \/>\n}<\/p>\n<p><P><\/p>\n<\/style>\n<p>\u300c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u59d4\u8a17\u30dd\u30a4\u30f3\u30c8\u300d\u306b\u3064\u3044\u3066\u306f<a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/callcenter-points2019\/\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u59d4\u8a17\u30dd\u30a4\u30f3\u30c8\u3092\u5fb9\u5e95\u89e3\u8aac\uff01<\/a>\u306e\u8a18\u4e8b\u3082\u305c\u3072\u3054\u53c2\u7167\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><strong style=\"font-size: 1.2em;\">\u3010\u8cc7\u6599\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3011<\/strong><\/p>\n<section style=\"width: 100%; background-color: #f0f8ff; margin: 5px auto; padding: 5px 0px;\">\n<div style=\"width: 100%; margin: 0px auto; display: flex; justify-content: center; align-items: center;\">\n<div style=\"width: 30%;\"><img decoding=\"async\" style=\"display: block; max-width: 80%; margin: 0px auto; padding: 1px; font-size: 12px; object-fit: cover; border: 2px #0064D1 solid;\" src=\"\/\/ntn-bpo.jp\/wp-content\/uploads\/2021\/02\/f8430852019ebbdffbf1eee0f69c8a30.png\" alt=\"\u65e5\u672c\u30c6\u30ec\u30cd\u30c3\u30c8BPO\u30b5\u30fc\u30d3\u30b9\u7d39\u4ecb\u8cc7\u6599\" width=\"225\" \/><\/div>\n<div style=\"width: 70%; margin-top: 1px; margin-right: 10px; padding: 5px;\">\n<p style=\"margin: 20px 0px 15px 0px; font-size: 18px; font-weight: normal; background: linear-gradient(transparent 70%, #a7d6ff 70%);\">\u65e5\u672c\u30c6\u30ec\u30cd\u30c3\u30c8BPO\u30b5\u30fc\u30d3\u30b9\u7d39\u4ecb\u8cc7\u6599<\/p>\n<p style=\"margin: 5px 5px 10px 5px; font-size: 14px; font-weight: normal;\">\u81ea\u793e\u56de\u7b54\u738799%\u3092\u8d85\u3048\u308b\u30d8\u30eb\u30d7\u30bb\u30f3\u30bf\u30fc\u306a\u3069\u3001\u9ad8\u5ea6\u306a\u5c02\u9580\u6027\u306e\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u3067\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p>\n<div style=\"text-align: right; margin-right: 10px; margin-bottom: 10px;\"><a style=\"display: inline-block; width: 160px; background-color: #ec3a2c; border-radius: 8px; color: #fff; font-weight: bold; font-size: 16px; text-align: center; height: 48px; line-height: 48px; padding: 0; box-shadow: none !important; border: none; text-decoration: none;\" href=\"\/dl_bpo_service\"> \u8cc7\u6599\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9 <\/a><\/div>\n<\/div>\n<\/div>\n<\/section>\n<div style=\"margin: 50px auto; text-align: center;\"><a href=\"https:\/\/ntn-bpo.jp\/contact\/\"><br \/>\n<img decoding=\"async\" src=\"\/\/ntn-bpo.jp\/wp-content\/uploads\/2018\/10\/2b6a9ead40fadf28c1992708051ba3b6-1.png\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u59d4\u8a17\u306a\u3089\u65e5\u672c\u30c6\u30ec\u30cd\u30c3\u30c8\u3000\u304a\u554f\u3044\u5408\u308f\u305b\u306f\u3053\u3061\u3089\" width=\"400\" height=\"90\" \/><br \/>\n<\/a><\/div>\n<div class=\"cfield\"><p><a href=\"https:\/\/ntn-bpo.jp\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/custom_top.png\" alt=\"\u5145\u5b9f\u3057\u305f\u30b5\u30dd\u30fc\u30c8\u3092\u78ba\u8a8d\"><\/a><\/p>\r\n<p><a href=\"https:\/\/ntn-bpo.jp\/casestudy\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/custom_case_study.png\" alt=\"\u5c0e\u5165\u4e8b\u4f8b\u306f\u3053\u3061\u3089\u304b\u3089\"><\/a><\/p><\/div><span class=\"tags\">\u30bf\u30b0 :  <a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc<\/a> <a href=\"https:\/\/ntn-bpo.jp\/column\/%e3%82%b3%e3%83%bc%e3%83%ab%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e7%94%a8%e8%aa%9e%e9%9b%86\/\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u7528\u8a9e\u96c6<\/a> <a href=\"https:\/\/ntn-bpo.jp\/column\/%e3%83%93%e3%82%b8%e3%83%8d%e3%82%b9%e7%94%a8%e8%aa%9e\/\">\u30d3\u30b8\u30cd\u30b9\u7528\u8a9e<\/a> <a href=\"https:\/\/ntn-bpo.jp\/column\/business-agency\/\">\u696d\u52d9\u4ee3\u884c<\/a> <a href=\"https:\/\/ntn-bpo.jp\/column\/%e6%a5%ad%e5%8b%99%e5%a7%94%e8%a8%97\/\">\u696d\u52d9\u59d4\u8a17<\/a><\/span>","protected":false},"excerpt":{"rendered":"<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u3092\u3059\u308b\u306b\u3042\u305f\u3063\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u9078\u3076\u57fa\u6e96\u3068\u306a\u308b\u306e\u304cKPI\u3068\u3044\u3046\u6307\u6a19\u3067\u3059\u3002\u4eca\u56de\u306e\u8a18\u4e8b\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u59d4\u8a17\u3092\u6210\u529f\u3055\u305b\u308b\u305f\u3081\u306b\u5fc5\u9808\u3068\u306a\u308bKPI\u306e\u7528\u8a9e\u96c6\u3092\u307e\u3068\u3081\u3066\u3044\u304d\u307e\u3059\u3002 \u305d\u3082\u305d\u3082KPI\u2026<span class=\"read-more\"><a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/outsourcing_success\/\">\u8a73\u3057\u304f\u898b\u308b<\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":2158,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[11,18,23,12,13],"class_list":["post-2162","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center","tag-call-center","tag-18","tag-23","tag-business-agency","tag-13"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/2162","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/comments?post=2162"}],"version-history":[{"count":3,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/2162\/revisions"}],"predecessor-version":[{"id":6299,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/2162\/revisions\/6299"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/media\/2158"}],"wp:attachment":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/media?parent=2162"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/categories?post=2162"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/tags?post=2162"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}