{"id":5076,"date":"2023-09-09T13:49:20","date_gmt":"2023-09-09T04:49:20","guid":{"rendered":"https:\/\/ntn-bpo.jp\/?p=5076"},"modified":"2025-08-05T10:08:29","modified_gmt":"2025-08-05T01:08:29","slug":"callcenter-kpi","status":"publish","type":"post","link":"https:\/\/ntn-bpo.jp\/column\/call-center\/callcenter-kpi\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308bKPI\u3068\u306f\uff1f\u91cd\u8981\u6027\u3084\u7a2e\u985e\u30fb\u7b97\u51fa\u65b9\u6cd5\u3092\u7d39\u4ecb"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5868\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_1.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u76ee\u6a19\u8a2d\u5b9a\u304c\u5927\u5207\uff01KPI\u306e\u4f8b\u3068\u4f75\u305b\u3066\u89e3\u8aac\" width=\"728\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u4f01\u696d\u3068\u304a\u5ba2\u69d8\u3092\u3064\u306a\u3050\u5165\u53e3\u3068\u3057\u3066\u3001\u65e5\u3005\u591a\u304f\u306e\u304a\u5ba2\u69d8\u306e\u5bfe\u5fdc\u3092\u884c\u3046\u30dd\u30b8\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p>\n<p>\u3057\u304b\u3057\u3001\u306a\u304b\u306b\u306f\u304a\u5ba2\u69d8\u5bfe\u5fdc\u3055\u3048\u3057\u3066\u3044\u308c\u3070\u826f\u3044\u3068\u8003\u3048\u308b\u30b9\u30bf\u30c3\u30d5\u304c\u5728\u7c4d\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u30d3\u30b8\u30cd\u30b9\u884c\u52d5\u3067\u3042\u308b\u4ee5\u4e0a\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u3082KGI\u3084KPI\u3092\u8a2d\u5b9a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u3069\u306e\u3088\u3046\u306a\u76ee\u6a19\u304c\u826f\u3044\u306e\u3067\u3057\u3087\u3046\u304b\u3002<\/p>\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\u306b\u3064\u3044\u3066\u3001KPI\u306e\u4f8b\u3068\u3042\u308f\u305b\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\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\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308bKPI\u3068\u306f<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5080\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_4.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308bKPI\u3068\u306f\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_4.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_4-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_4-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>KPI\u306f\u300cKey Performance Indicators\u300d\u306e\u7565\u3067\u3001\u300c\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u300d\u3068\u8a33\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u6700\u7d42\u76ee\u6a19\u3067\u3042\u308bKGI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u4e2d\u9593\u76ee\u6a19\u3068\u3057\u3066\u306e\u5f79\u5272\u3092\u6301\u3064KPI\u306b\u306f\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u4f01\u696d\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n<ul>\n<li>\u5fdc\u7b54\u7387\u3007\u3007%\u4ee5\u4e0a<\/li>\n<li>\u7740\u4fe1\u304b\u3089\u5fdc\u7b54\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3007\u3007\u79d2\u4ee5\u5185<\/li>\n<li>\u6307\u5b9a\u6642\u9593\u5185\u306e\u5bfe\u5fdc\u4ef6\u6570\u3007\u3007\u4ef6\u4ee5\u4e0a<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>KPI\u306fKGI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u4e3b\u8981\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u6307\u3059\u3082\u306e\u3067\u3001\u3059\u3079\u3066\u9054\u6210\u3067\u304d\u308c\u3070KGI\u3082\u9054\u6210\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001KPI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8003\u3048\u308b\u3053\u3068\u3082\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u305f\u3068\u3048\u3070\u30011\u4ef6\u3042\u305f\u308a\u306e\u5bfe\u5fdc\u6642\u9593\u304c\u9577\u3044\u5834\u5408\u306f\u3001\u30c8\u30fc\u30af\u30b9\u30af\u30ea\u30d7\u30c8\u3092\u7528\u610f\u3059\u308b\u3068\u3044\u3063\u305f\u3053\u3068\u304c\u30a2\u30af\u30b7\u30e7\u30f3\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001\u5fdc\u7b54\u7387\u304c\u60aa\u3044\u5834\u5408\u306f\u305d\u306e\u539f\u56e0\u3092\u6d17\u3044\u51fa\u3057\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u5897\u54e1\u3084\u696d\u52d9\u306e\u524a\u6e1b\u3068\u3044\u3063\u305f\u5bfe\u7b56\u304c\u8003\u3048\u3089\u308c\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u3067\u306f\u7d71\u4e00\u76ee\u6a19\u3068\u3057\u3066KGI\u3092\u63b2\u3052\u3001\u500b\u4eba\u306b\u306fKPI\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u53ce\u76ca\u3092\u4e0a\u3052\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u306b\u3064\u3044\u3066\u306f\u3001\u5f8c\u8ff0\u3059\u308b\u300c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4f8b\u300d\u306e\u9805\u76ee\u3067\u8a73\u3057\u304f\u3054\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-2\" >KPI\u306e\u91cd\u8981\u6027<\/h3>\n<p>KPI\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u696d\u52d9\u306e\u76ee\u6a19\u9054\u6210\u5ea6\u3092\u5b9a\u91cf\u7684\u306b\u628a\u63e1\u3067\u304d\u308b\u305f\u3081\u3001\u7d44\u7e54\u5168\u4f53\u306e\u8ab2\u984c\u767a\u898b\u3084\u6539\u5584\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3054\u3068\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3084\u696d\u52d9\u30d7\u30ed\u30bb\u30b9\u306e\u30dc\u30c8\u30eb\u30cd\u30c3\u30af\u3082\u660e\u78ba\u306b\u306a\u308a\u3001\u9069\u5207\u306a\u6539\u5584\u7b56\u306e\u7acb\u6848\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>KPI\u306e\u5c0e\u5165\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u7dad\u6301\u30fb\u5411\u4e0a\u3068\u904b\u55b6\u52b9\u7387\u306e\u6700\u9069\u5316\u3092\u540c\u6642\u306b\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306e\u57fa\u76e4\u3068\u3044\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-3\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308bKGI\u3068\u306f<\/h3>\n<p>KGI\u306fKey Goal Indicator\u306e\u7565\u3067\u3001\u76f4\u8a33\u3059\u308b\u3068\u300c\u7d4c\u55b6\u76ee\u6a19\u9054\u6210\u6307\u6a19\u300d\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u4f01\u696d\u306e\u7d4c\u55b6\u6226\u7565\u3084\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u306e\u30b4\u30fc\u30eb\u3092\u6307\u3059KGI\u306b\u306f\u3001\u53ce\u76ca\u304c\u5f53\u3066\u306f\u3081\u3089\u308c\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u3082\u53ce\u76ca\u3092\u5f53\u3066\u306f\u3081\u3089\u308c\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u304c\u3001\u591a\u304f\u306e\u4f01\u696d\u3067\u306f\u4e0b\u8a18\u306eKGI\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u524d\u5e74\u6bd4\uff08\u3007\u3007%\u30a2\u30c3\u30d7\uff09<\/li>\n<li>\u5546\u54c1\u306e\u30ea\u30d4\u30fc\u30c8\u7387\u306e\u524d\u5e74\u6bd4\uff08\u3007\u3007%\u30a2\u30c3\u30d7\uff09<\/li>\n<li>\u30a2\u30c3\u30d7\u30bb\u30eb\u30fb\u30af\u30ed\u30b9\u30bb\u30eb\u7387\u306e\u524d\u5e74\u6bd4\uff08\u3007\u3007%\u30a2\u30c3\u30d7\uff09<\/li>\n<li>\u904b\u55b6\u30b3\u30b9\u30c8\uff08\u3007\u3007%\u30c0\u30a6\u30f3\uff09<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u304a\u5ba2\u69d8\u5bfe\u5fdc\u304c\u30e1\u30a4\u30f3\u696d\u52d9\u3068\u306a\u308b\u305f\u3081\u3001\u53ce\u76ca\u306a\u3069\u306e\u76ee\u6a19\u3092KGI\u306b\u8a2d\u5b9a\u3057\u306b\u304f\u3044\u50be\u5411\u306b\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u8a2d\u7f6e\u3057\u3066\u3044\u308b\u4f01\u696d\u306e\u306a\u304b\u306b\u306fKGI\u304c\u3042\u3044\u307e\u3044\u306b\u306a\u3063\u3066\u3057\u307e\u3063\u3066\u3044\u308b\u3068\u3053\u308d\u3082\u591a\u3044\u3067\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u904b\u55b6\u30b3\u30b9\u30c8\u306a\u3069\u3092KGI\u3092\u3068\u3057\u3066\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u30b9\u30bf\u30c3\u30d5\u306fKGI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u884c\u3044\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u7d50\u679c\u3001\u30b3\u30fc\u30eb\u30b9\u30bf\u30c3\u30d5\u5168\u4f53\u306e\u696d\u52d9\u306e\u8cea\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-4\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u306e\u7a2e\u985e\u3068\u7b97\u51fa\u65b9\u6cd5<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-6835\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_1-1.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u306e\u7a2e\u985e\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_1-1.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_1-1-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_1-1-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>\u3072\u3068\u3053\u3068\u3067\u300c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6210\u679c\u3092\u826f\u304f\u3059\u308b\u300d\u3068\u3044\u3063\u3066\u3082\u3001\u63b2\u3052\u308b\u76ee\u6a19\u306b\u3088\u3063\u3066\u30d7\u30ed\u30bb\u30b9\u3082\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u3061\u3089\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u306e\u7a2e\u985e\u3068\u7b97\u51fa\u65b9\u6cd5\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-5\" >\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI<\/h3>\n<p>\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI\u306f\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306b\u5bfe\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5bfe\u5fdc\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u3068\u304d\u306b\u7528\u3044\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u4ee5\u4e0b\u3067\u306f\u3001\u5fdc\u7b54\u7387\u3084SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3001ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u306a\u3069\u3092\u53d6\u308a\u4e0a\u3052\u3066\u3001\u3069\u306e\u3088\u3046\u306aKPI\u306a\u306e\u304b\u3092\u89e3\u8aac\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>\u5fdc\u7b54\u7387<\/h4>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306b\u5bfe\u5fdc\u3067\u304d\u305f\u5272\u5408\u304c\u30c1\u30a7\u30c3\u30af\u3067\u304d\u308b\u5fdc\u7b54\u7387\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306e\u54c1\u8cea\u3092\u77e5\u308b\u3046\u3048\u3067\u3082\u30dd\u30a4\u30f3\u30c8\u306b\u306a\u3063\u3066\u304d\u307e\u3059\u3002<\/p>\n<p>\u5fdc\u7b54\u7387\u304c\u9ad8\u304f\u96fb\u8a71\u304c\u3064\u306a\u304c\u308a\u3084\u3059\u3044\u307b\u3069\u3001\u5fdc\u5bfe\u54c1\u8cea\u304c\u9ad8\u3044\u3068\u4e00\u822c\u7684\u306b\u306f\u5224\u65ad\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u5fdc\u7b54\u7387\u3068\u3088\u304f\u5bfe\u6bd4\u3055\u308c\u308b\u306e\u304c\u3001\u5bfe\u5fdc\u3067\u304d\u306a\u304b\u3063\u305f\u96fb\u8a71\u306e\u6570\u3092\u793a\u3059\u653e\u68c4\u547c\u7387\u3067\u3059\u3002<\/p>\n<p>\u5fdc\u7b54\u7387\u304c\u60aa\u5316\u3057\u3066\u3044\u308b\u5834\u5408\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6570\u306b\u5bfe\u3057\u3066\u7740\u4fe1\u6570\u304c\u591a\u3044\u50be\u5411\u304c\u898b\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u5fdc\u7b54\u7387\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u62b1\u3048\u3066\u3044\u308b\u554f\u984c\u70b9\u306a\u3069\u3082\u898b\u3048\u3066\u304f\u308b\u30b1\u30fc\u30b9\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n<p>\u8a08\u7b97\u5f0f\u306f\u300c\u5fdc\u7b54\u6570 \u00f7 \u7740\u4fe1\u6570 \u00d7 100\uff08\uff05\uff09\u300d\u3067\u3042\u308a\u3001\u5fdc\u7b54\u6570\u3092\u5897\u3084\u3059\u3053\u3068\u3067\u5fdc\u7b54\u7387\u3092\u5411\u4e0a\u3055\u305b\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>SL\uff08Service Level\uff1a\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09<\/h4>\n<p>SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u306f\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u304b\u3089\u306e\u7740\u4fe1\u306b\u3069\u306e\u304f\u3089\u3044\u306e\u6642\u9593\u3067\u5bfe\u5fdc\u3067\u304d\u305f\u304b\u306e\u5272\u5408\u3092\u8868\u3059KPI\u3067\u3059\u3002<\/p>\n<p>\u4e00\u822c\u7684\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5834\u5408\u3001\u300c\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u306e80\uff05\u306b20\u79d2\u4ee5\u5185\u3067\u5bfe\u5fdc\u3059\u308b\u300d\u3092\u76ee\u6a19\u306b\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u5bfe\u5fdc\u3067\u304d\u308b\u307e\u3067\u306e\u6642\u9593\u304c\u9577\u3044\u307b\u3069\u96fb\u8a71\u304c\u3064\u306a\u304c\u308a\u306b\u304f\u304f\u306a\u308b\u305f\u3081\u3001\u5404\u793e\u3067\u306f\u76ee\u6a19\u3092\u8a2d\u3051\u3066\u30b9\u30d4\u30fc\u30c7\u30a3\u30fc\u306a\u5fdc\u7b54\u304c\u3067\u304d\u308b\u3088\u3046\u306b\u5de5\u592b\u3092\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u8a08\u7b97\u5f0f\u306b\u3064\u3044\u3066\u306f\u300c\u4e00\u5b9a\u79d2\u6570\u4ee5\u5185\u306e\u5fdc\u7b54\u6570 \u00f7 \u7740\u4fe1\u6570 \u00d7 100\uff08\uff05\uff09\u300d\u3067\u3042\u308a\u3001\u4e00\u5b9a\u79d2\u6570\u4ee5\u5185\u306e\u5fdc\u7b54\u6570\u3092\u5897\u3084\u3059\u3053\u3068\u3067\u3001\u6570\u5024\u9762\u306e\u6539\u5584\u304c\u898b\u8fbc\u3081\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>ASA\uff08Average Speed of Answer\uff1a\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09<\/h4>\n<p>ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u306f\u3001\u7740\u4fe1\u304c\u3042\u3063\u3066\u304b\u3089\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fdc\u7b54\u3059\u308b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3067\u3059\u3002<\/p>\n<p>ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u3082\u3001\u5fdc\u7b54\u7387\u3084SL\uff08\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff09\u3068\u540c\u69d8\u306b\u3001\u96fb\u8a71\u304c\u3064\u306a\u304c\u308a\u3084\u3059\u3044\u304b\u3069\u3046\u304b\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u3068\u304d\u306b\u3088\u304f\u7528\u3044\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u904b\u55b6\u3057\u3066\u3044\u308b\u4f01\u696d\u306e\u7d0470\uff05\u306f20\u79d2\u4ee5\u5185\u306b\u5fdc\u7b54\u3092\u3057\u3066\u3044\u308b\u3068\u3044\u3046\u30c7\u30fc\u30bf\u304c\u3042\u308a\u3001ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09\u306e\u5411\u4e0a\u306f\u3001\u4f01\u696d\u306b\u3068\u3063\u3066\u30821\u3064\u306e\u8ab2\u984c\u306b\u306a\u3063\u3066\u3044\u308b\u3088\u3046\u3067\u3059\u3002<\/p>\n<p>\u300c\u7dcf\u5fdc\u7b54\u5f85\u6a5f\u6642\u9593 \u00f7 \u5fdc\u7b54\u6570\uff08\u79d2\uff09\u300d\u3067\u7b97\u51fa\u3067\u304d\u308bASA\u306f\u3001\u7dcf\u5fdc\u7b54\u5f85\u6a5f\u6642\u9593\u3092\u5897\u3084\u3059\u304b\u3001\u5fdc\u7b54\u6570\u3092\u6e1b\u3089\u3059\u3053\u3068\u3067\u6570\u5024\u9762\u306e\u6539\u5584\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-6\" >\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u306e\u52b9\u7387\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u3046\u3048\u3067\u91cd\u8981\u306b\u306a\u308b\u306e\u304c\u3001\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI\u3067\u3059\u3002<\/p>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7a3c\u50cd\u7387\u306a\u3069\u306f\u3001\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI\u306e\u4ee3\u8868\u3068\u8a00\u3048\u307e\u3059\u3002<\/p>\n<p>\u7a3c\u50cd\u7387\u3068\u5408\u308f\u305b\u3066\u7528\u3044\u3089\u308c\u308b\u306e\u304c\u3001AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u3084ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3001 ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u3068\u3044\u3063\u305fKPI\u3067\u3059\u3002<\/p>\n<p>CPC\uff08\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff09\u306a\u3069\u3082\u3001\u52b9\u7387\u6027\u306b\u95a2\u3059\u308bKPI\u306b\u8a72\u5f53\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>\u7a3c\u50cd\u7387\uff08Occupancy Rate\uff09<\/h4>\n<p>\u7a3c\u50cd\u7387\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9867\u5ba2\u5bfe\u5fdc\u306b\u5145\u3066\u305f\u6642\u9593\u304c\u4e00\u76ee\u3067\u308f\u304b\u308bKPI\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u304a\u3053\u306a\u3046\u696d\u52d9\u306f\u3001\u901a\u8a71\u3084\u5f8c\u51e6\u7406\u306a\u3069\u306e\u9867\u5ba2\u5bfe\u5fdc\u306b\u95a2\u3059\u308b\u3082\u306e\u3070\u304b\u308a\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u4e0a\u53f8\u3068\u306e\u9762\u8ac7\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u696d\u52d9\u306b\u95a2\u3059\u308b\u7814\u4fee\u306a\u3069\u3082\u4ed5\u4e8b\u306e1\u3064\u306b\u306a\u3063\u3066\u3044\u308b\u3053\u3068\u304c\u3042\u308b\u305f\u3081\u3001\u7a3c\u50cd\u7387\u306f\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\u305f\u3081\u306b\u3082\u59a5\u5f53\u306a\u6570\u5024\u306b\u306a\u3063\u3066\u3044\u308b\u3053\u3068\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p>\u8a08\u7b97\u5f0f\u306f\u300c\u901a\u8a71\u6642\u9593+\u5f8c\u51e6\u7406\u6642\u9593 \u00f7 \u52e4\u52d9\u6642\u9593 \u00d7 100\u300d\u3067\u3042\u308a\u3001\u540c\u4e00\u52e4\u52d9\u6642\u9593\u5185\u306b\u304a\u3051\u308b\u901a\u8a71\u30fb\u5f8c\u51e6\u7406\u6642\u9593\u3092\u5897\u3084\u3059\u3053\u3068\u3067\u3001\u6210\u679c\u5411\u4e0a\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u53c2\u8003\u30da\u30fc\u30b8\uff1a\u5f53\u793e\u30b3\u30e9\u30e0\u300c<a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/measure-the-quality-of-a-call-center\/\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7a3c\u50cd\u7387\u3068\u306f\uff1f\u5360\u6709\u7387\u3084\u5fdc\u7b54\u7387\u3068\u306e\u95a2\u4fc2\u6027\u3084\u8a08\u7b97\u65b9\u6cd5\u3092\u7d39\u4ecb<\/a>\u300d<\/p>\n<p>&nbsp;<\/p>\n<h4>AHT\uff08Average Handling Time\uff1a\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09<\/h4>\n<p>AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96fb\u8a71\u3092\u53d7\u3051\u3066\u304b\u3089\u30e1\u30fc\u30eb\u306e\u9001\u4fe1\u306a\u3069\u306e\u5f8c\u51e6\u7406\u3092\u5b8c\u4e86\u3055\u305b\u308b\u307e\u3067\u306e\u6240\u8981\u6642\u9593\u3067\u3059\u3002<\/p>\n<p>AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u3092\u8a08\u7b97\u3059\u308b\u3068\u304d\u306b\u7528\u3044\u3089\u308c\u308b\u306e\u304c\u3001ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3068ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u306e2\u3064\u306eKPI\u3067\u3059\u3002<\/p>\n<p>AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u304c\u77ed\u3044\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3001\u4e00\u822c\u7684\u306b1\u4eba\u306e\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306e\u5bfe\u5fdc\u304c\u30b9\u30d4\u30fc\u30c7\u30a3\u30fc\u306b\u3067\u304d\u3066\u3044\u308b\u3068\u5224\u65ad\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u5bfe\u5fdc\u306e\u8cea\u306a\u3069\u306b\u554f\u984c\u304c\u306a\u3051\u308c\u3070\u3001\u8a55\u4fa1\u3082\u9ad8\u304f\u306a\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u8a08\u7b97\u65b9\u6cd5\u306f\u300c\uff08\u901a\u8a71\u6642\u9593\uff0b\u5f8c\u51e6\u7406\u6642\u9593\uff09\u00f7 \u5fdc\u5bfe\u4ef6\u6570\uff08\u79d2\uff09\u300d\u3067\u3042\u308a\u3001\u5148\u8ff0\u3057\u305f\u7a3c\u50cd\u7387\u3068\u306f\u52e4\u52d9\u6642\u9593\u3068\u5fdc\u5bfe\u4ef6\u6570\u306e\u5206\u6bcd\u304c\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>ATT\uff08Average Talk Time\uff1a\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09<\/h4>\n<p>1\u56de\u306e\u96fb\u8a71\u3067\u767a\u751f\u3057\u305f\u901a\u8a71\u6642\u9593\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u306e\u304c\u3001ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3067\u3059\u3002<\/p>\n<p>ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3092\u898b\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u3068\u3069\u306e\u304f\u3089\u3044\u306e\u6642\u9593\u3092\u304b\u3051\u3066\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u3057\u305f\u304b\u304c\u308f\u304b\u308a\u307e\u3059\u3002<\/p>\n<p>ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u3092\u30a4\u30e1\u30fc\u30b8\u3059\u308b\u969b\u306b\u3082\u53c2\u8003\u306b\u3055\u308c\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u4f8b\u3048\u3070\u3001ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u304b\u3089\u30a4\u30e1\u30fc\u30b8\u3067\u304d\u308b\u306e\u304c\u3001\u300c\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306e\u8cea\u554f\u306b\u304d\u3061\u3093\u3068\u56de\u7b54\u3057\u3066\u3044\u308b\u304b\u300d\u3084\u300c\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u305f\u3081\u306b\u4e00\u65b9\u7684\u306b\u8a71\u3092\u3057\u3066\u3044\u306a\u3044\u304b\u300d\u306a\u3069\u3067\u3059\u3002<\/p>\n<p>\u300c\u901a\u8a71\u6642\u9593\u5408\u8a08 \u00f7 \u5fdc\u5bfe\u4ef6\u6570\uff08\u79d2\uff09\u300d\u3067\u7b97\u51fa\u3067\u304d\u3001\u540c\u4e00\u6642\u9593\u5185\u3067\u3088\u308a\u591a\u304f\u306e\u5fdc\u5bfe\u3092\u3057\u305f\u65b9\u304cATT\u306e\u5024\u304c\u9ad8\u304f\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>ACW\uff08After Call Work\uff1a\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09<\/h4>\n<p>ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u306f\u3001\u901a\u8a71\u3092\u3057\u305f\u5f8c\u306e\u30e1\u30fc\u30eb\u9001\u4fe1\u3084\u5165\u529b\u306a\u3069\u306e\u5f8c\u51e6\u7406\u696d\u52d9\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u3067\u3059\u3002<\/p>\n<p>\u52b9\u7387\u7684\u306b\u696d\u52d9\u3092\u9032\u3081\u3066ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u306f\u3001 AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u3092\u77ed\u304f\u3059\u308b\u3046\u3048\u3067\u30821\u3064\u306e\u30dd\u30a4\u30f3\u30c8\u3067\u3059\u3002<\/p>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u696d\u52d9\u306e\u30b9\u30d4\u30fc\u30c9\u306f\u3082\u3061\u308d\u3093\u3001\u30b7\u30b9\u30c6\u30e0\u306e\u4f7f\u3044\u3084\u3059\u3055\u3084\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u306b\u7121\u99c4\u304c\u306a\u3044\u304b\u3001\u306a\u3069\u3092\u30c1\u30a7\u30c3\u30af\u3059\u308b\u306e\u306b\u3082ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09\u306f\u53c2\u8003\u306b\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u3061\u3089\u306f\u300c\u5f8c\u51e6\u7406\u6642\u9593\u5408\u8a08 \u00f7 \u5fdc\u5bfe\u4ef6\u6570\uff08\u79d2\uff09\u300d\u3067\u7b97\u51fa\u3055\u308c\u308b\u6307\u6a19\u3067\u3042\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u306f\u5f8c\u51e6\u7406\u6642\u9593\u3092\u6e1b\u3089\u3059\u3088\u3046\u306a\u52aa\u529b\u76ee\u6a19\u3092\u4f1d\u3048\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>CPC\uff08Cost Per Call\uff1a\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff09<\/h4>\n<p>1\u56de\u306e\u901a\u8a71\u306b\u304b\u304b\u308b\u30b3\u30b9\u30c8\u3092\u8868\u3057\u305fKPI\u304c\u3001 CPC\uff08\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff09\u3067\u3059\u3002<\/p>\n<p>\u5177\u4f53\u7684\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4eba\u4ef6\u8cbb\u3084\u901a\u4fe1\u8cbb\u306a\u3069\u304c\u8a72\u5f53\u3057\u307e\u3059\u3002<\/p>\n<p>\u30c6\u30ca\u30f3\u30c8\u3092\u5229\u7528\u3057\u3066\u3044\u308b\u5834\u5408\u306f\u3001\u30aa\u30d5\u30a3\u30b9\u306e\u8cc3\u6599\u3082\u542b\u307e\u308c\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u8ca0\u62c5\u3059\u308b\u30b3\u30b9\u30c8\u3067\u3068\u304f\u306b\u9ad8\u984d\u306b\u306a\u308a\u304c\u3061\u306a\u306e\u304c\u3001\u4eba\u4ef6\u8cbb\u3067\u3059\u3002<\/p>\n<p>CPC\uff08\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff09\u304c\u9ad8\u3044\u5834\u5408\u3001\u5927\u304d\u306a\u30a6\u30a7\u30a4\u30c8\u3092\u5360\u3081\u3066\u3044\u308b\u4eba\u4ef6\u8cbb\u3092\u898b\u76f4\u3059\u4f01\u696d\u3082\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u300c\u7dcf\u904b\u55b6\u30b3\u30b9\u30c8 \u00f7 \u5fdc\u5bfe\u4ef6\u6570\u300d\u3067\u7b97\u51fa\u3067\u304d\u3001\u30b3\u30b9\u30c8\u3092\u7dad\u6301\u3057\u3066\u5fdc\u5bfe\u4ef6\u6570\u3092\u5897\u3084\u3059\u304b\u3001\u540c\u3058\u5fdc\u5bfe\u4ef6\u6570\u3067\u904b\u55b6\u30b3\u30b9\u30c8\u3092\u6e1b\u3089\u3059\u3053\u3068\u3067\u6539\u5584\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-7\" >\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI<\/h3>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u95a2\u3059\u308bKPI\u306f\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u304c\u30b5\u30fc\u30d3\u30b9\u306b\u3069\u306e\u304f\u3089\u3044\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u77e5\u308b\u6307\u6a19\u3067\u3059\u3002<\/p>\n<p>\u3053\u306eKPI\u306b\u6319\u3052\u3089\u308c\u308b\u306e\u304c\u3001 CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u3084NPS\uff08\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09\u306a\u3069\u3067\u3059\u3002<\/p>\n<p>2\u3064\u306eKPI\u306b\u3064\u3044\u3066\u3001\u5c11\u3057\u7d39\u4ecb\u3057\u3066\u307f\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>CS\uff08Customer Satisfaction\uff1a\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09<\/h4>\n<p>CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u306f\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u7d50\u679c\u306a\u3069\u3092\u30c7\u30fc\u30bf\u306b\u3057\u3066\u5206\u6790\u3092\u304a\u3053\u306a\u3044\u3001\u6570\u5024\u5316\u3057\u305fKPI\u3067\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5834\u5408\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u3084\u63d0\u4f9b\u3059\u308b\u30b5\u30fc\u30d3\u30b9\u306b\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u304c\u3069\u306e\u304f\u3089\u3044\u6e80\u8db3\u3092\u3057\u3066\u3044\u308b\u304b\u304c\u3001\u3053\u306eKPI\u3067\u30c1\u30a7\u30c3\u30af\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u54c1\u8cea\u5411\u4e0a\u306a\u3069\u306b\u5f79\u7acb\u3066\u3089\u308c\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u3002<\/p>\n<p>CS\u306f\u5177\u4f53\u7684\u306a\u7b97\u51fa\u65b9\u6cd5\u304c\u3042\u308b\u308f\u3051\u3067\u306f\u306a\u304f\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u306a\u3069\u306b\u3088\u308b\u8abf\u67fb\u7d50\u679c\u3092\u3082\u3068\u306b\u6570\u5024\u5316\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>NPS\uff08Net Promoter Score\uff1a\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09<\/h4>\n<p>NPS\uff08\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u6570\u5024\u5316\u3059\u308bKPI\u3068\u3057\u3066\u77e5\u3089\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>NPS\uff08\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09\u3092\u7b97\u51fa\u3059\u308b\u3068\u304d\u306b\u306f\u3001\u4f01\u696d\u306b\u5bfe\u3059\u308b\u611b\u7740\u3084\u4fe1\u983c\u306e\u5ea6\u5408\u3044\u3001\u307b\u304b\u306e\u4eba\u306b\u3082\u52e7\u3081\u305f\u3044\u304b\u3001\u306a\u3069\u309210\u70b9\u6e80\u70b9\u306e\u6570\u5024\u3067\u56de\u7b54\u3057\u3066\u3082\u3089\u3044\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306e\u6e80\u8db3\u5ea6\u3092\u628a\u63e1\u3057\u307e\u3059\u3002<\/p>\n<p>\u9ad8\u3044\u70b9\u3092\u3064\u3051\u305f\u63a8\u5968\u8005\u306e\u6570\u304b\u3089\u4f4e\u3044\u70b9\u3092\u3064\u3051\u305f\u4eba\u6570\u3092\u5f15\u304d\u3001\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u306e\u5168\u4f53\u6570\u3067\u5272\u308b\u3068NPS\uff08\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09\u304c\u8a08\u7b97\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u4e00\u822c\u7684\u306b\u306f\u3001\u63a8\u5968\u8005\u306f9\uff5e10\u5272\u7a0b\u5ea6\u306e\u70b9\u6570\u3001\u6279\u5224\u8005\u306f0\uff5e6\u5272\u5408\u7a0b\u5ea6\u306e\u70b9\u6570\u306b\u306a\u308b\u3068\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-8\" >\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u5bfe\u9867\u5ba2\u306b\u95a2\u3059\u308b\u6570\u5024\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u793e\u5185\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308b\u5024\u3067\u8a55\u4fa1\u3055\u308c\u308b\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u4ee5\u4e0b\u306b\u3066\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>\u6b20\u52e4\u7387<\/h4>\n<p>\u6b20\u52e4\u7387\u306f\u3001\u6240\u5b9a\u52e4\u52d9\u65e5\u306b\u5bfe\u3057\u3066\u5f93\u696d\u54e1\u304c\u51fa\u52e4\u3057\u306a\u304b\u3063\u305f\u5272\u5408\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/p>\n<p><strong>\u9ad8\u3044\u6b20\u52e4\u7387\u306f\u3001\u696d\u52d9\u306e\u9045\u5ef6\u3084\u4eba\u54e1\u4e0d\u8db3\u3092\u62db\u304f\u8981\u56e0\u3068\u306a\u308a\u3001\u30c1\u30fc\u30e0\u5168\u4f53\u306e\u751f\u7523\u6027\u3084\u9867\u5ba2\u5bfe\u5fdc\u54c1\u8cea\u306b\u5f71\u97ff\u3092\u304a\u3088\u307c\u3057\u307e\u3059\u3002<\/strong><\/p>\n<p>\u9069\u5207\u306a\u30b7\u30d5\u30c8\u7ba1\u7406\u3084\u5065\u5eb7\u652f\u63f4\u5236\u5ea6\u306e\u5c0e\u5165\u306b\u3088\u3063\u3066\u3001\u6b20\u52e4\u306e\u6291\u5236\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u6b20\u52e4\u7387\u306e\u7b97\u51fa\u306f\u3001\u300c\u6b20\u52e4\u65e5\u6570\u5408\u8a08 \u00f7 \u6240\u5b9a\u52e4\u52d9\u65e5\u6570\u5408\u8a08 \u00d7 100\uff08\uff05\uff09\u300d\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>\u96e2\u8077\u7387<\/h4>\n<p>\u96e2\u8077\u7387\u306f\u3001\u4e00\u5b9a\u671f\u9593\u5185\u306b\u96e2\u8077\u3057\u305f\u5f93\u696d\u54e1\u306e\u5272\u5408\u3092\u793a\u3059\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u6307\u6a19\u3067\u3059\u3002<\/p>\n<p><strong>\u9ad8\u3044\u96e2\u8077\u7387\u306f\u8077\u5834\u74b0\u5883\u306e\u554f\u984c\u3084\u696d\u52d9\u8ca0\u8377\u3001\u8a55\u4fa1\u5236\u5ea6\u3078\u306e\u4e0d\u6e80\u306a\u3069\u306e\u53ef\u80fd\u6027\u3092\u793a\u5506\u3057\u3001\u63a1\u7528\u3084\u80b2\u6210\u306e\u30b3\u30b9\u30c8\u5897\u52a0\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u65e9\u671f\u96e2\u8077\u306e\u539f\u56e0\u5206\u6790\u3084\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u5411\u4e0a\u65bd\u7b56\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>\u96e2\u8077\u7387\u306f\u3001\u300c\u96e2\u8077\u8005\u6570 \u00f7 \u5e73\u5747\u5728\u7c4d\u8005\u6570 \u00d7 100\uff08\uff05\uff09\u300d\u3067\u7b97\u51fa\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-9\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u8a2d\u5b9a\u3059\u308b\u30dd\u30a4\u30f3\u30c8<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5081\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_5.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_5.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_5-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00002_5-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u969b\u306f\u3001\u300c\u5b9f\u73fe\u53ef\u80fd\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u300d\u300c\u76ee\u6a19\u3092\u660e\u78ba\u306b\u3059\u308b\u300d\u306e2\u3064\u306e\u30dd\u30a4\u30f3\u30c8\u3092\u62bc\u3055\u3048\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-10\" >\u5b9f\u73fe\u53ef\u80fd\u306aKPI\u3092\u8a2d\u5b9a\u3059\u308b<\/h3>\n<p>\u305f\u3068\u3048\u3070\u30011\u6642\u9593\u306b100\u4ef6\u306e\u30b3\u30fc\u30eb\u5bfe\u5fdc\u3092\u3059\u308b\u3068\u3044\u3046\u76ee\u6a19\u3092\u63b2\u3052\u3066\u3082\u3001\u5b9f\u73fe\u306f\u307b\u307c\u4e0d\u53ef\u80fd\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p>\u307e\u305f\u30011\u6642\u9593\u306b1\u4ef6\u3068\u3044\u3046\u76ee\u6a19\u306e\u5834\u5408\u3001\u7c21\u5358\u3059\u304e\u3066\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u4f4e\u4e0b\u304c\u61f8\u5ff5\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u969b\u306f\u300c\u52aa\u529b\u304c\u5fc5\u8981\u3060\u304c\u5b9f\u73fe\u306f\u3067\u304d\u308b\u300d\u3088\u3046\u306a\u3001\u9069\u5ea6\u306a\u96e3\u6613\u5ea6\u306e\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-11\" >KPI\u3092\u660e\u78ba\u306b\u3059\u308b<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u306f\u63a5\u5ba2\u5bfe\u5fdc\u3067\u3042\u308b\u305f\u3081\u3001\u306a\u304b\u306a\u304b\u53ce\u76ca\u63db\u7b97\u304c\u96e3\u3057\u3044\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>\u5b9a\u91cf\u76ee\u6a19\u3068\u3057\u3066\u5148\u8ff0\u3057\u305f\u5fdc\u7b54\u7387\u3084\u5e73\u5747\u5bfe\u5fdc\u6642\u9593\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30b9\u30bf\u30c3\u30d5\u3082\u6539\u5584\u52aa\u529b\u304c\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u969b\u306f\u300c\u3007\u6708\u307e\u3067\u306b\u3007\u3007\u3092\u9054\u6210\u3059\u308b\u300d\u306e\u3088\u3046\u306b\u671f\u9650\u3092\u8a2d\u3051\u3066\u304a\u304b\u306a\u3051\u308c\u3070\u3001\u5148\u9001\u308a\u306b\u306a\u3063\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u306f\u9ad8\u3044\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>\u76ee\u6a19\u3092\u660e\u78ba\u306b\u3057\u305f\u3042\u3068\u306f\u3001\u3044\u3064\u307e\u3067\u306b\u9054\u6210\u3059\u308b\u306e\u304b\u3082\u6c7a\u3081\u308b\u3088\u3046\u306b\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-12\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4f8b<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-6834\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_2-1.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4f8b\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_2-1.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_2-1-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00075_2-1-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>\u3053\u3061\u3089\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u8a2d\u5b9a\u3059\u308bKPI\u306e\u4f8b\u3092\u3001\u8a08\u7b97\u65b9\u6cd5\u3068\u3042\u308f\u305b\u3066\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<table width=\"0\">\n<tbody>\n<tr>\n<td width=\"211\">\u6307\u6a19\u540d<\/td>\n<td width=\"175\">\u8aac\u660e<\/td>\n<td width=\"176\">\u7b97\u51fa\u65b9\u6cd5<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">ACW(AfterCallWork)<\/td>\n<td width=\"175\">1\u30b3\u30fc\u30eb\u3042\u305f\u308a\u306b\u8981\u3059\u308b\u51e6\u7406\u6642\u9593\u3092\u6307\u3057\u307e\u3059\u3002<\/td>\n<td width=\"176\">\u5408\u8a08\u5f8c\u51e6\u7406\u6642\u9593\u00f7\u7dcf\u5fdc\u7b54\u4ef6\u6570<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">AHT(AverageHandlingTime)<\/td>\n<td width=\"175\">\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u6307\u3057\u307e\u3059\u3002<\/td>\n<td width=\"176\">\uff08\u7dcf\u901a\u8a71\u6642\u9593\uff0b\u7dcf\u5f8c\u51e6\u7406\u6642\u9593\uff0b\u7dcf\u4fdd\u7559\u6642\u9593\uff09\u00f7\u7dcf\u5fdc\u7b54\u4ef6\u6570<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">ATT(AverageTalkTime)<\/td>\n<td width=\"175\">\u5e73\u5747\u901a\u8a71\u6642\u9593\u3067\u3059\u3002<\/p>\n<p>\u3053\u3061\u3089\u306e\u6570\u5024\u304c\u4f4e\u3044\u307b\u3069\u6642\u9593\u5185\u306b\u591a\u304f\u306e\u96fb\u8a71\u3092\u3057\u3066\u3044\u308b\u3068\u8a00\u3048\u308b\u305f\u3081\u3001\u9ad8\u3044\u8a55\u4fa1\u3092\u7372\u5f97\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/td>\n<td width=\"176\">\u7dcf\u30b3\u30fc\u30eb\u6570\u00f7\u7dcf\u901a\u8a71\u6642\u9593<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">CPC(CostPerCall)<\/td>\n<td width=\"175\">1\u4ef6\u306e\u96fb\u8a71\u306b\u8cbb\u3084\u3057\u305f\u30b3\u30b9\u30c8\u3092\u6e2c\u308b\u6307\u6a19\u3067\u3001\u3053\u3061\u3089\u306e\u5024\u304c\u4f4e\u3044\u307b\u3069\u8cbb\u7528\u5bfe\u52b9\u679c\u304c\u9ad8\u3044\u3068\u8a00\u3048\u307e\u3059\u3002<\/td>\n<td width=\"176\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u8cbb\u00f7\u7dcf\u30b3\u30fc\u30eb\u6570<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">CPH(CallPerHour)<\/td>\n<td width=\"175\">\u5bfe\u5fdc\u4ef6\u6570\u3092\u7a3c\u50cd\u6642\u9593\u3067\u9664\u3057\u305f\u6570\u5024\u3067\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u4f5c\u696d\u52b9\u7387\u3092\u56f3\u308a\u307e\u3059\u3002<\/p>\n<p>CPH\u306e\u5024\u304c\u9ad8\u3044\u307b\u3069\u52b9\u7387\u826f\u304f\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u30b9\u30bf\u30c3\u30d5\u3067\u3042\u308b\u3068\u8a00\u3048\u307e\u3059\u3002<\/td>\n<td width=\"176\">\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7a3c\u50cd\u6642\u9593<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">\u7a3c\u50cd\u7387<\/td>\n<td width=\"175\">\u7a3c\u50cd\u6642\u9593\u5185\u306e\u5bfe\u5fdc\u6642\u9593\u3092\u6307\u3059\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>\u3053\u3061\u3089\u306e\u6570\u5024\u304c\u9ad8\u3044\u30b9\u30bf\u30c3\u30d5\u306f\u3001\u4f5c\u696d\u6642\u9593\u5185\u306b\u591a\u304f\u306e\u4f5c\u696d\u3092\u3057\u3066\u3044\u308b\u3068\u8a00\u3048\u307e\u3059\u3002<\/td>\n<td width=\"176\">\uff08\u4f1a\u8a71\u6642\u9593\uff0b\u5f8c\u51e6\u7406\u6642\u9593\uff0b\u305d\u306e\u4ed6\u6642\u9593\uff09\u00f7\u4f5c\u696d\u6642\u9593<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">ASA(AverageSpeedofAnswer)<\/td>\n<td width=\"175\">\u304a\u5ba2\u69d8\u304b\u3089\u306e\u7740\u4fe1\u3092\u51fa\u308b\u307e\u3067\u306b\u304b\u304b\u3063\u305f\u6642\u9593\u3092\u6307\u3057\u307e\u3059\u3002<\/p>\n<p>\u304a\u5ba2\u69d8\u306b\u3088\u3063\u3066\u306f\u5f85\u3061\u6642\u9593\u306b\u4e0d\u6e80\u3092\u611f\u3058\u308b\u65b9\u3082\u3044\u308b\u305f\u3081\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306bASA\u3092\u91cd\u8996\u3059\u308b\u4f01\u696d\u3082\u591a\u3044\u3067\u3059\u3002<\/td>\n<td width=\"176\">\u304a\u5ba2\u69d8\u306e\u5f85\u3061\u6642\u9593\u00f7\u3064\u306a\u304c\u3063\u305f\u4ef6\u6570<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">SL(ServiceLevel)<\/td>\n<td width=\"175\">\u4e00\u5b9a\u6642\u9593\u5185\u306b\u30b9\u30bf\u30c3\u30d5\u304c\u5bfe\u5fdc\u3057\u305f\u4ef6\u6570\u306e\u5272\u5408\u3092\u6307\u3059\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>\u30b9\u30bf\u30c3\u30d5\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u30c7\u30fc\u30bf\u3068\u3057\u3066\u53c2\u7167\u3055\u308c\u308b\u3053\u3068\u304c\u591a\u304f\u3001\u8a55\u4fa1\u306e\u5bfe\u8c61\u306b\u306a\u308b\u3053\u3068\u304c\u591a\u3044\u50be\u5411\u306b\u3042\u308a\u307e\u3059\u3002<\/td>\n<td width=\"176\">\u898f\u5b9a\u6642\u9593\u5185\u306b\u3064\u306a\u304c\u3063\u305f\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">\u5fdc\u7b54\u7387<\/td>\n<td width=\"175\">\u7740\u4fe1\u4ef6\u6570\u306b\u5bfe\u3057\u3066\u30b9\u30bf\u30c3\u30d5\u304c\u5bfe\u5fdc\u3057\u305f\u6570\u306e\u5272\u5408\u3092\u6307\u3059\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>\u3053\u3061\u3089\u306e\u5272\u5408\u304c\u9ad8\u3044\u30b9\u30bf\u30c3\u30d5\u307b\u3069\u3001\u591a\u304f\u306e\u304a\u5ba2\u69d8\u5bfe\u5fdc\u3092\u884c\u3063\u3066\u3044\u308b\u3068\u8a00\u3048\u307e\u3059\u3002<\/td>\n<td width=\"176\">\uff08\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7740\u4fe1\u6570\uff09\u00d7100<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">\u653e\u68c4\u7387<\/td>\n<td width=\"175\">\u7740\u4fe1\u306b\u51fa\u306a\u304b\u3063\u305f\u5272\u5408\u3092\u6307\u3059\u3082\u306e\u3067\u3001\u5fdc\u7b54\u7387\u3068\u5bfe\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/td>\n<td width=\"176\">\u7740\u4fe1\u306b\u51fa\u306a\u304b\u3063\u305f\u4ef6\u6570\u00f7\u7740\u4fe1\u6570or100-\u5fdc\u7b54\u7387<\/td>\n<\/tr>\n<tr>\n<td width=\"211\">CES(CustomerEffortScore)<\/td>\n<td width=\"175\">\u304a\u5ba2\u69d8\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u307e\u3067\u306b\u8981\u3057\u305f\u52b4\u529b\u3092\u8a55\u4fa1\u3059\u308b\u6307\u6a19\u3067\u3059\u3002<\/p>\n<p>\u3053\u3061\u3089\u306e\u6307\u6a19\u306f\u8a08\u7b97\u3067\u7b97\u51fa\u3059\u308b\u3053\u3068\u306f\u3067\u304d\u305a\u3001\u6bb5\u968e\u8a55\u4fa1\u3067\u6c7a\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>CES\u304c\u9ad8\u3044\u307b\u3069\u591a\u304f\u306e\u52b4\u529b\u3092\u8981\u3057\u3066\u3044\u308b\u305f\u3081\u3001\u6539\u5584\u304c\u5fc5\u8981\u3067\u3059\u3002<\/td>\n<td width=\"176\">\u2013<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u4f01\u696d\u306b\u3088\u3063\u3066\u3069\u306e\u6307\u6a19\u3092KPI\u306b\u3059\u308b\u304b\u306f\u7570\u306a\u308a\u307e\u3059\u304c\u3001\u3044\u305a\u308c\u306e\u6307\u6a19\u3082\u696d\u52d9\u52b9\u7387\u3092\u6539\u5584\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u76ee\u7684\u3067\u3059\u3002<\/p>\n<p>KPI\u3092\u9054\u6210\u3057\u305f\u7d50\u679c\u3001\u5927\u76ee\u6a19\u3067\u3042\u308bKGI\u306e\u9054\u6210\u306b\u8ca2\u732e\u3067\u304d\u308b\u3053\u3068\u304b\u3089\u3001KPI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-13\" >\u304a\u308f\u308a\u306b<\/h2>\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u76ee\u6a19\u8a2d\u5b9a\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308bKPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u306f\u3001\u5fdc\u7b54\u7387\u3084\u5e73\u5747\u51e6\u7406\u6642\u9593\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306a\u3069\u3092\u5b9a\u91cf\u7684\u306b\u8a55\u4fa1\u3059\u308b\u6307\u6a19\u3067\u3059\u3002<\/p>\n<p>\u696d\u52d9\u52b9\u7387\u3084\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u5411\u4e0a\u306b\u76f4\u7d50\u3057\u3001\u7d44\u7e54\u5168\u4f53\u306eKGI\uff08\u7d4c\u55b6\u76ee\u6a19\u9054\u6210\u6307\u6a19\uff09\u9054\u6210\u306b\u3082\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p>\n<p>\u6307\u6a19\u3054\u3068\u306e\u6570\u5024\u6539\u5584\u306b\u5411\u3051\u305f\u5177\u4f53\u7b56\u3084\u3001\u9069\u5207\u306a\u76ee\u6a19\u8a2d\u5b9a\u306e\u91cd\u8981\u6027\u3082\u89e3\u8aac\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>KGI\u30fbKPI\u3068\u3044\u3063\u305f\u30b4\u30fc\u30eb\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3067\u3001\u9054\u6210\u306e\u305f\u3081\u306e\u30d7\u30ed\u30bb\u30b9\u3082\u3042\u308f\u305b\u3066\u69cb\u7bc9\u3067\u304d\u307e\u3059\u3002<\/p>\n<p><mark>\u30b9\u30bf\u30c3\u30d5\u5404\u54e1\u3068\u76ee\u6a19\u306e\u5408\u610f\u5f62\u6210\u3092\u884c\u3044\u3001\u30c1\u30fc\u30e0\u3067\u76ee\u6a19\u9054\u6210\u306b\u81e8\u307f\u307e\u3057\u3087\u3046\u3002<\/mark><\/p>\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\/kgi\/\">KGI<\/a> <a href=\"https:\/\/ntn-bpo.jp\/column\/kpi\/\">KPI<\/a> <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%83%88%e3%83%bc%e3%82%af%e3%82%b9%e3%82%af%e3%83%aa%e3%83%97%e3%83%88\/\">\u30c8\u30fc\u30af\u30b9\u30af\u30ea\u30d7\u30c8<\/a> <a href=\"https:\/\/ntn-bpo.jp\/column\/%e9%81%8b%e5%96%b6\/\">\u904b\u55b6<\/a><\/span>","protected":false},"excerpt":{"rendered":"<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u4f01\u696d\u3068\u304a\u5ba2\u69d8\u3092\u3064\u306a\u3050\u5165\u53e3\u3068\u3057\u3066\u3001\u65e5\u3005\u591a\u304f\u306e\u304a\u5ba2\u69d8\u306e\u5bfe\u5fdc\u3092\u884c\u3046\u30dd\u30b8\u30b7\u30e7\u30f3\u3067\u3059\u3002 \u3057\u304b\u3057\u3001\u306a\u304b\u306b\u306f\u304a\u5ba2\u69d8\u5bfe\u5fdc\u3055\u3048\u3057\u3066\u3044\u308c\u3070\u826f\u3044\u3068\u8003\u3048\u308b\u30b9\u30bf\u30c3\u30d5\u304c\u5728\u7c4d\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002 \u30d3\u30b8\u30cd\u30b9\u884c\u52d5\u2026<span class=\"read-more\"><a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/callcenter-kpi\/\">\u8a73\u3057\u304f\u898b\u308b<\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":5077,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[49,50,11,19,51],"class_list":["post-5076","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center","tag-kgi","tag-kpi","tag-call-center","tag-19","tag-51"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/5076","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=5076"}],"version-history":[{"count":4,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/5076\/revisions"}],"predecessor-version":[{"id":6836,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/5076\/revisions\/6836"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/media\/5077"}],"wp:attachment":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/media?parent=5076"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/categories?post=5076"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/tags?post=5076"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}