{"id":5337,"date":"2024-03-27T15:17:29","date_gmt":"2024-03-27T06:17:29","guid":{"rendered":"https:\/\/ntn-bpo.jp\/?p=5337"},"modified":"2025-02-25T17:39:50","modified_gmt":"2025-02-25T08:39:50","slug":"callcenter-productivity","status":"publish","type":"post","link":"https:\/\/ntn-bpo.jp\/column\/call-center\/callcenter-productivity\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u5411\u4e0a\u306e\u8ab2\u984c\uff5c\u5411\u4e0a\u30d7\u30ed\u30bb\u30b9\u3084\u5177\u4f53\u7b56\u3068\u306f\uff1f"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5868\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_1.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u5411\u4e0a\u306e\u8ab2\u984c\uff5c\u5411\u4e0a\u30d7\u30ed\u30bb\u30b9\u3084\u5177\u4f53\u7b56\u3068\u306f\uff1f\" width=\"728\" \/><br \/>\n\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u4e00\u822c\u7684\u306b\u53d7\u96fb\u306f\u300c\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u300d\u3001\u67b6\u96fb\u306f\u300c\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u300d\u3068\u547c\u3070\u308c\u307e\u3059\u3002<\/p>\n<p>\u3044\u305a\u308c\u306b\u304a\u3044\u3066\u3082\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u751f\u7523\u6027\u3068\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u304c\u3001\u540c\u6642\u306b\u696d\u52d9\u52b9\u7387\u3092\u6539\u5584\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u5411\u4e0a\u306e\u8ab2\u984c\u306b\u3064\u3044\u3066\u3001\u5411\u4e0a\u30d7\u30ed\u30bb\u30b9\u3084\u5177\u4f53\u7b56\u3068\u3042\u308f\u305b\u3066\u3054\u8aac\u660e\u3057\u307e\u3059\u3002<br \/>\n<\/p>\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\u306e\u751f\u7523\u6027\u5411\u4e0a\u306b\u304a\u3051\u308b\u8ab2\u984c<\/h2>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u306f\u3055\u307e\u3056\u307e\u306a\u554f\u3044\u5408\u308f\u305b\u304c\u5bc4\u305b\u3089\u308c\u308b\u305f\u3081\u3001\u696d\u52d9\u52b9\u7387\u304c\u4f4e\u4e0b\u3057\u3084\u3059\u3044\u50be\u5411\u306b\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u4e0b\u8a18\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u5411\u4e0a\u306b\u304a\u3051\u308b\u8ab2\u984c\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-2\" >\u53d7\u96fb\u6570\u30fb\u5bfe\u5fdc\u4ef6\u6570\u304c\u5c11\u306a\u3044<\/h3>\n<p><strong>\u53d7\u96fb\u6570\u306b\u5bfe\u3057\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6570\u304c\u591a\u3044\u5834\u5408\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3072\u3068\u308a\u3042\u305f\u308a\u306e\u5bfe\u5fdc\u4ef6\u6570\u304c\u5c11\u306a\u304f\u306a\u308b\u305f\u3081\u3001\u751f\u7523\u6027\u304c\u4f4e\u4e0b\u3057\u3066\u3044\u308b\u72b6\u614b\u3068\u3044\u3048\u307e\u3059\u3002<\/strong><\/p>\n<p>\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u306f\u53d7\u96fb\u6570\u3092\u5897\u3084\u3059\u304b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4eba\u6570\u3092\u8abf\u6574\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-3\" >\u901a\u8a71\u4ee5\u5916\u306e\u696d\u52d9<\/h3>\n<p><strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u96fb\u8a71\u5bfe\u5fdc\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u96fb\u8a71\u5185\u5bb9\u306e\u8a18\u9332\u3084\u30b9\u30af\u30ea\u30d7\u30c8\u30fb\u30de\u30cb\u30e5\u30a2\u30eb\u306e\u4f5c\u6210\u306a\u3069\u3055\u307e\u3056\u307e\u306a\u696d\u52d9\u3092\u884c\u3044\u307e\u3059\u3002<\/strong><\/p>\n<p>\u96fb\u8a71\u5bfe\u5fdc\u4ee5\u5916\u306e\u696d\u52d9\u304c\u5897\u3048\u308b\u307b\u3069\u4e3b\u696d\u52d9\u3067\u3042\u308b\u96fb\u8a71\u5bfe\u5fdc\u304c\u5727\u8feb\u3055\u308c\u308b\u305f\u3081\u3001\u696d\u52d9\u52b9\u7387\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-4\" >\u60c5\u5831\u5171\u6709\u306e\u6ede\u308a<\/h3>\n<p><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5185\u3067\u5f15\u7d99\u304e\u306a\u3069\u306e\u60c5\u5831\u5171\u6709\u304c\u6ede\u3063\u3066\u3057\u307e\u3046\u3068\u3001\u96fb\u8a71\u5148\u306e\u76f8\u624b\u306e\u6e80\u8db3\u5ea6\u4f4e\u4e0b\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u696d\u52d9\u52b9\u7387\u304c\u4f4e\u4e0b\u3059\u308b\u8981\u56e0\u3068\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>\u305d\u306e\u305f\u3081\u3001\u5171\u6709\u3055\u308c\u305f\u60c5\u5831\u3092\u3059\u3050\u306b\u628a\u63e1\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u793e\u5185\u30a4\u30f3\u30d5\u30e9\u3092\u6574\u3048\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-5\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\u305f\u3081\u306e\u30d7\u30ed\u30bb\u30b9<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5339\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_2.jpg\" alt=\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_2.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_2-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_2-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>\u3053\u3061\u3089\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\u305f\u3081\u306e\u30d7\u30ed\u30bb\u30b9\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-6\" >\u73fe\u72b6\u628a\u63e1\u30fb\u8ab2\u984c\u3092\u660e\u78ba\u306b\u3059\u308b<\/h3>\n<p>\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\u305f\u3081\u306b\u306f\u3001\u73fe\u72b6\u3092\u628a\u63e1\u3057\u3066\u8ab2\u984c\u3092\u660e\u78ba\u306b\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u4e0b\u8a18\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u306b\u95a2\u3059\u308b\u8981\u7d20\u3067\u3042\u308a\u3001\u3053\u308c\u3089\u306e\u89b3\u70b9\u304b\u3089\u8ab2\u984c\u3092\u62bd\u51fa\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4>ATT\uff08Average Talk Time\uff09<\/h4>\n<p>\u5e73\u5747\u901a\u8a71\u6642\u9593<\/p>\n<p>ATT=\u7dcf\u901a\u8a71\u6642\u9593 \u00f7 \u7dcf\u5bfe\u5fdc\u4ef6\u6570<\/p>\n<p>&nbsp;<\/p>\n<h4>ACW\uff08After Call Work\uff09<\/h4>\n<p>\u901a\u8a71\u7d42\u4e86\u5f8c\u306b\u884c\u3046\u4f5c\u696d\u6642\u9593<\/p>\n<p>ACW=\u901a\u8a71\u7d42\u4e86\u5f8c\u306e\u4f5c\u696d\u6642\u9593\u00f7\u5bfe\u5fdc\u4ef6\u6570<\/p>\n<p>&nbsp;<\/p>\n<h4>AHT\uff08Average Handling Time\uff09<\/h4>\n<p>\u901a\u8a71\u958b\u59cb\u304b\u3089\u7d42\u4e86\u5f8c\u306b\u884c\u3046\u4f5c\u696d\u6642\u9593\u306e\u5408\u8a08<\/p>\n<p>AHT=ATT + ACW<\/p>\n<p>&nbsp;<\/p>\n<h4>CPC\uff08Cost Per Call\uff09<\/h4>\n<p>1\u30b3\u30fc\u30eb\u6642\u306b\u767a\u751f\u3059\u308b\u8cbb\u7528<\/p>\n<p>CPC=\u7dcf\u30b3\u30b9\u30c8\u00f7\u7dcf\u5bfe\u5fdc\u4ef6\u6570<\/p>\n<p>&nbsp;<\/p>\n<h4>CPH\uff08Call Per Hour\uff09<\/h4>\n<p>\u3072\u3068\u308a\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c1\u6642\u9593\u306b\u53d7\u96fb\u3059\u308b\u56de\u6570<\/p>\n<p>CPH=1\u65e5\u306e\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7a3c\u50cd\u6642\u9593<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-7\" >\u76ee\u6a19\u8a2d\u5b9a\u3092\u884c\u3046<\/h3>\n<p>\u5148\u8ff0\u3057\u305f\u8981\u7d20\u306e\u306a\u304b\u304b\u3089\u3001\u7279\u306b\u89e3\u6c7a\u3057\u305f\u3044\u8ab2\u984c\u3092\u62bd\u51fa\u3057\u3066\u76ee\u6a19\u5024\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/p>\n<p>\u305f\u3068\u3048\u3070\u3001AHT\u304c10\u5206\u306e\u5834\u5408\u30018\u5206\u306b\u4e0b\u3052\u308b\u3053\u3068\u306720%\u524a\u6e1b\u3067\u304d\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-8\" >\u65bd\u7b56\u306e\u5b9f\u884c<\/h3>\n<p>\u8a2d\u5b9a\u3057\u305f\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u3001\u30de\u30cb\u30e5\u30a2\u30eb\u3092\u4f5c\u6210\u3057\u3066\u7814\u4fee\u3092\u5b9f\u65bd\u3057\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u969b\u3001<strong>\u8907\u6570\u306e\u65bd\u7b56\u3092\u5b9f\u65bd\u3059\u308b\u3068\u52b9\u679c\u304c\u3042\u3063\u305f\u3082\u306e\u304c\u5206\u304b\u3089\u306a\u3044\u305f\u3081\u3001\u3072\u3068\u3064\u305a\u3064\u5b9f\u65bd\u3059\u308b\u3053\u3068\u304c\u30dd\u30a4\u30f3\u30c8\u3068\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3 id=\"rtoc-9\" >\u52b9\u679c\u6e2c\u5b9a\u3059\u308b<\/h3>\n<p>\u5b9f\u65bd\u3057\u305f\u65bd\u7b56\u304c\u3069\u308c\u307b\u3069\u306e\u52b9\u679c\u304c\u3042\u3063\u305f\u306e\u304b\u3092\u3001\u5b9f\u7e3e\u3092\u3082\u3068\u306b\u5206\u6790\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u611f\u899a\u306e\u3088\u3046\u306a\u5b9a\u6027\u9762\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u5b9f\u969b\u306b\u767a\u751f\u3057\u305f\u8cbb\u7528\u3084\u6642\u9593\u3068\u3044\u3063\u305f\u5b9a\u91cf\u9762\u304b\u3089\u3082\u5206\u6790\u3057\u307e\u3057\u3087\u3046\u3002<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-10\" >\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\u5177\u4f53\u7684\u306a\u65bd\u7b56<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5340\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_3.jpg\" alt=\"\u751f\u7523\u6027\u3092\u4e0a\u3052\u308b\u65bd\u7b56\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_3.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_3-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00025_3-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>\u8a2d\u5b9a\u3057\u305f\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u3001\u4e0b\u8a18\u3092\u5b9f\u65bd\u3057\u3066\u307f\u307e\u3057\u3087\u3046\u3002<\/p>\n<ul>\n<li><strong>\u30e1\u30ea\u30cf\u30ea\u3092\u3064\u3051\u308b\u305f\u3081\u306e\u4f11\u61a9\u5236\u5ea6\u306e\u5c0e\u5165\u30fb\u6574\u5099<\/strong><\/li>\n<li><strong>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30b7\u30b9\u30c6\u30e0\u306b\u3088\u308b\u81ea\u52d5\u5316<\/strong><\/li>\n<li><strong>\u696d\u52d9\u305d\u306e\u3082\u306e\u306e\u30a2\u30a6\u30c8\u30bd\u30fc\u30b7\u30f3\u30b0<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u80fd\u529b\u3092\u6700\u5927\u9650\u306b\u767a\u63ee\u3059\u308b\u3053\u3068\u3068\u3001\u81ea\u52d5\u5316\u304c\u751f\u7523\u6027\u5411\u4e0a\u306e\u305f\u3081\u306b\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"rtoc-11\" 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href=\"https:\/\/ntn-bpo.jp\/column\/%e6%a5%ad%e5%8b%99%e6%94%b9%e5%96%84\/\">\u696d\u52d9\u6539\u5584<\/a><\/span>","protected":false},"excerpt":{"rendered":"<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u4e00\u822c\u7684\u306b\u53d7\u96fb\u306f\u300c\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u300d\u3001\u67b6\u96fb\u306f\u300c\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u300d\u3068\u547c\u3070\u308c\u307e\u3059\u3002 \u3044\u305a\u308c\u306b\u304a\u3044\u3066\u3082\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u751f\u7523\u6027\u3068\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u304c\u3001\u540c\u6642\u306b\u696d\u52d9\u52b9\u7387\u3092\u6539\u5584\u3059\u308b\u5fc5\u8981\u2026<span class=\"read-more\"><a href=\"https:\/\/ntn-bpo.jp\/column\/call-center\/callcenter-productivity\/\">\u8a73\u3057\u304f\u898b\u308b<\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":5338,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[14,21,22],"class_list":["post-5337","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center","tag-14","tag-21","tag-22"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/5337","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=5337"}],"version-history":[{"count":1,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/5337\/revisions"}],"predecessor-version":[{"id":5999,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/posts\/5337\/revisions\/5999"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/media\/5338"}],"wp:attachment":[{"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/media?parent=5337"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/categories?post=5337"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ntn-bpo.jp\/column\/wp-json\/wp\/v2\/tags?post=5337"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}