{"id":7306,"date":"2016-07-12T14:25:57","date_gmt":"2016-07-12T05:25:57","guid":{"rendered":"https:\/\/denwadaikou.jp\/wp\/?p=7306"},"modified":"2022-03-29T17:53:13","modified_gmt":"2022-03-29T08:53:13","slug":"%e3%82%b3%e3%83%bc%e3%83%ab%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%81%aeaht%ef%bc%88%e5%b9%b3%e5%9d%87%e5%87%a6%e7%90%86%e6%99%82%e9%96%93%ef%bc%89%e3%81%a8%e3%81%af","status":"publish","type":"post","link":"https:\/\/denwadaikou.jp\/column\/callcenter\/000167\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eAHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u3068\u306f"},"content":{"rendered":"

\"PC\u753b\u9762\u3092\u898b\u306a\u304c\u3089\u5fdc\u5bfe\u3059\u308b\u5973\u6027\u30b9\u30bf\u30c3\u30d5\"\n<\/p>\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u52b9\u7387\u6027\u3092\u5de6\u53f3\u3059\u308b\u91cd\u8981\u306a\u9805\u76ee\u306e\u3072\u3068\u3064\u306b\u300cAHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u300d\u304c\u3042\u308a\u307e\u3059\u3002\u5c11\u306a\u3044\u4eba\u6570\u3067\u52b9\u7387\u3088\u304f\u96fb\u8a71\u5bfe\u5fdc\u3059\u308b\u306b\u306fAHT\u306e\u77ed\u7e2e\u304c\u5fc5\u8981\u4e0d\u53ef\u6b20\u3067\u3042\u308a\u3001\u5404\u4f01\u696d\u304c\u3055\u307e\u3056\u307e\u306a\u65b9\u6cd5\u3067ATH\u77ed\u7e2e\u306b\u53d6\u308a\u7d44\u3093\u3067\u3044\u307e\u3059\u3002\u3053\u3053\u3067\u306fAHT\u306e\u6982\u8981\u3084\u77ed\u7e2e\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u6027\u3001\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044\u3066\u7d39\u4ecb\u3057\u307e\u3059<\/span>\u3002<\/p>\n

AHT\u3068\u306f\uff1f<\/h2>\n

AHT\u306fAverage Handling Time\u306e\u7565\u3067\u3042\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96fb\u8a71\u5bfe\u5fdc\u3092\u3059\u308b\u5e73\u5747\u51e6\u7406\u6642\u9593\u306e\u3053\u3068\u3092\u8a00\u3044\u307e\u3059\u3002AHT\u306f\u3001ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u3068ACW\uff08\u5f8c\u51e6\u7406\u6642\u9593\uff09\u3092\u5408\u308f\u305b\u305f\u6642\u9593\u3067\u306f\u304b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002ATT\u3068ACW\u306b\u3064\u3044\u3066\u4ee5\u4e0b\u3067\u8a73\u3057\u304f\u898b\u3066\u3044\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n

ATT<\/h3>\n

ATT\u306f\u5e73\u5747\u901a\u8a71\u6642\u9593\u306e\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u304a\u5ba2\u69d8\u3068\u5b9f\u969b\u306b\u4f1a\u8a71\u3092\u3057\u3066\u3044\u308b\u6642\u9593\u3092\u6307\u3057\u307e\u3059\u3002\u7528\u4ef6\u306e\u5185\u5bb9\u3084\u304a\u5ba2\u69d8\u306e\u30bf\u30a4\u30d7\u306b\u3088\u3063\u3066\u901a\u8a71\u6642\u9593\u304c\u5909\u308f\u3063\u3066\u304d\u307e\u3059\u304c\u3001\u7406\u8ad6\u4e0a\u306f\u5e73\u5747\u901a\u8a71\u6642\u9593\u304c\u9577\u3051\u308c\u3070\u9577\u3044\u307b\u3069\u30b3\u30b9\u30c8\u304c\u304b\u304b\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

ACW<\/h3>\n

ACW\u306f\u5f8c\u51e6\u7406\u6642\u9593\u306e\u3053\u3068\u3067\u3001\u96fb\u8a71\u304c\u7d42\u308f\u3063\u305f\u5f8c\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u51e6\u7406\u3092\u3059\u308b\u6642\u9593\u3092\u8868\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u96fb\u8a71\u3067\u8a71\u3057\u305f\u5185\u5bb9\u3084\u9867\u5ba2\u60c5\u5831\u3092\u30d1\u30bd\u30b3\u30f3\u306b\u5165\u529b\u3057\u305f\u308a\u3001\u307b\u304b\u306e\u90e8\u7f72\u3084\u30b9\u30bf\u30c3\u30d5\u3078\u5185\u5bb9\u3092\u8ee2\u9001\u3059\u308b\u3053\u3068\u306a\u3069\u304cACW\u306b\u542b\u307e\u308c\u307e\u3059\u3002\u305f\u3068\u3048\u65e9\u304f\u96fb\u8a71\u3092\u7d42\u308f\u3089\u305b\u3066\u3082\u3001\u5f8c\u51e6\u7406\u306b\u6642\u9593\u304c\u304b\u304b\u308a\u3059\u304e\u3066\u3044\u308b\u3068\u3001\u540c\u3058\u3088\u3046\u306b\u30b3\u30b9\u30c8\u304c\u304b\u304b\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u3053\u306e\u3088\u3046\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96fb\u8a71\u3092\u53d6\u3063\u3066\uff08\u304b\u3051\u3066\uff09\u304b\u3089\u3001\u6b21\u306e\u96fb\u8a71\u306b\u30b9\u30bf\u30f3\u30d0\u30a4\u3067\u304d\u308b\u307e\u3067\u306e\u6642\u9593\u304cAHT\u3067\u3042\u308a\u3001\u3053\u306e\u6642\u9593\u304c\u77ed\u3044\u307b\u30691\u4eba\u3067\u96fb\u8a71\u5bfe\u5fdc\u3067\u304d\u308b\u4ef6\u6570\u304c\u5897\u3048\u308b\u8a08\u7b97\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

AHT\u3092\u77ed\u7e2e\u3059\u308b\u91cd\u8981\u6027<\/h2>\n

AHT\u304c\u77ed\u304f\u306a\u308c\u3070\u3001\u305d\u308c\u3060\u30511\u4eba\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3067\u304d\u308b\u96fb\u8a71\u306e\u4ef6\u6570\u304c\u5897\u3048\u308b\u305f\u3081\u3001AHT\u306e\u77ed\u7e2e\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u4eba\u4ef6\u8cbb\u524a\u6e1b\u306b\u76f4\u7d50\u3057\u307e\u3059\u30021\u4ef6\u306e\u96fb\u8a71\u306b\u5bfe\u3059\u308b\u51e6\u7406\u6642\u9593\u304c10\u5206\u306e\u5834\u5408\u306820\u5206\u306e\u5834\u5408\u3067\u306f\u3001\u304b\u304b\u308b\u4eba\u4ef6\u8cbb\u306f\u5358\u7d14\u8a08\u7b97\u30672\u500d\u306b\u306a\u308a\u307e\u3059\u3002\u4eba\u4ef6\u8cbb\u3060\u3051\u3067\u306a\u304f\u3001\u96fb\u8a71\u4ee3\u306a\u3069\u306e\u901a\u4fe1\u8cbb\u3082\u304b\u304b\u308b\u305f\u3081\u3001\u305d\u306e\u8cbb\u7528\u306f\u30a4\u30f3\u30d1\u30af\u30c8\u304c\u5927\u304d\u3044\u3082\u306e\u3068\u306a\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

\u3057\u304b\u3057\u3001\u3042\u307e\u308a\u306b\u3082AHT\u306e\u77ed\u7e2e\u306b\u3053\u3060\u308f\u308a\u3059\u304e\u3066\u3057\u307e\u3046\u3068\u3001\u96fb\u8a71\u5bfe\u5fdc\u306e\u54c1\u8cea\u3092\u4e0b\u3052\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u3082\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u78ba\u304b\u306b\u52b9\u7387\u3092\u4e0a\u3052\u308b\u3053\u3068\u306f\u5927\u5207\u3067\u3059\u304c\u3001\u304a\u5ba2\u69d8\u306e\u8cea\u554f\u3084\u8981\u671b\u306b\u5bfe\u3057\u3066\u5341\u5206\u306a\u5bfe\u5fdc\u304c\u3067\u304d\u306a\u3044\u307e\u307e\u96fb\u8a71\u3092\u7d42\u308f\u3089\u305b\u3066\u3057\u307e\u3046\u3068\u3001\u30af\u30ec\u30fc\u30e0\u304c\u767a\u751f\u3057\u305f\u308a\u3001\u4fe1\u7528\u3092\u5931\u3063\u305f\u308a\u3059\u308b\u3053\u3068\u306b\u306a\u308b\u305f\u3081\u3001\u96fb\u8a71\u5bfe\u5fdc\u306e\u54c1\u8cea\u3092\u4fdd\u3061\u306a\u304c\u3089AHT\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

ATH\u3092\u77ed\u7e2e\u3059\u308b\u306b\u306f<\/h2>\n

\u4e0a\u8ff0\u3057\u305f\u3088\u3046\u306b\u3001ATH\u306f\u5e73\u5747\u901a\u8a71\u6642\u9593\u3068\u5f8c\u51e6\u7406\u6642\u9593\u306e\u5408\u8a08\u3067\u6c42\u3081\u3089\u308c\u308b\u305f\u3081\u3001\u77ed\u7e2e\u3059\u308b\u306b\u306f\u305d\u308c\u305e\u308c\u5206\u3051\u3066\u8003\u3048\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n

\u307e\u305a\u3001\u5e73\u5747\u901a\u8a71\u6642\u9593\u306f\u304a\u5ba2\u69d8\u3084\u96fb\u8a71\u5185\u5bb9\u306b\u3088\u3063\u3066\u3082\u5de6\u53f3\u3055\u308c\u307e\u3059\u304c\u3001\u305f\u3068\u3048\u3070\u5546\u54c1\u77e5\u8b58\u3084\u3088\u304f\u3042\u308b\u8cea\u554f\u306b\u5bfe\u3059\u308b\u7b54\u3048\u3092\u3042\u3089\u304b\u3058\u3081\u899a\u3048\u3066\u304a\u3051\u3070\u300c\u5c11\u3005\u304a\u5f85\u3061\u4e0b\u3055\u3044\u300d\u3068\u304a\u5ba2\u69d8\u3092\u5f85\u305f\u305b\u3066\u8abf\u3079\u308b\u5fc5\u8981\u3082\u3042\u308a\u307e\u305b\u3093\u3002\u305d\u306e\u5834\u3067\u3059\u3050\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u3057\u3063\u304b\u308a\u3068\u3057\u305f\u5bfe\u5fdc\u30de\u30cb\u30e5\u30a2\u30eb\u306e\u4f5c\u6210\u304c\u91cd\u8981\u3067\u3057\u3087\u3046\u3002<\/p>\n

\u307e\u305f\u3001\u304a\u5ba2\u69d8\u3078\u306e\u8cea\u554f\u306e\u4ed5\u65b9\u3084\u8aac\u660e\u306e\u65b9\u6cd5\u306b\u7121\u99c4\u304c\u306a\u3044\u304b\u306a\u3069\u3001\u901a\u8a71\u5185\u5bb9\u3092\u9332\u97f3\u3057\u3066\u304a\u304d\u3001\u5f8c\u304b\u3089\u5206\u6790\u3059\u308b\u65b9\u6cd5\u3082\u52b9\u679c\u7684\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

\u6b21\u306b\u5f8c\u51e6\u7406\u6642\u9593\u306e\u77ed\u7e2e\u306b\u306f\u3001\u7121\u99c4\u3092\u7701\u304f\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u96fb\u8a71\u3067\u8a71\u3057\u305f\u60c5\u5831\u306e\u5165\u529b\u65b9\u6cd5\u304c\u8907\u96d1\u306b\u306a\u3063\u3066\u3044\u306a\u3044\u304b\u3001\u4ed6\u90e8\u7f72\u3078\u306e\u53d6\u308a\u6b21\u304e\u3001\u8ee2\u9001\u65b9\u6cd5\u304c\u52b9\u7387\u3088\u304f\u6a5f\u80fd\u3057\u3066\u3044\u308b\u304b\u306a\u3069\u3092\u898b\u76f4\u3057\u307e\u3059\u3002<\/p>\n

\u3053\u308c\u3089\u3092\u7d71\u62ec\u3057\u3001\u52b9\u7387\u826f\u304f\u5bfe\u5fdc\u3059\u308b\u305f\u3081\u306e\u30b7\u30b9\u30c6\u30e0\u3068\u3057\u3066\u3001CTI\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002CTI\u3068\u306fComputer Technology Integration\u306e\u7565\u3067\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u306e\u652f\u63f4\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002CTI\u306e\u4e00\u822c\u7684\u306a\u6a5f\u80fd\u306e1\u3064\u306b\u3001\u9867\u5ba2\u60c5\u5831\u306e\u8868\u793a\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u304b\u304b\u3063\u3066\u304d\u305f\u96fb\u8a71\u756a\u53f7\u304c\u767b\u9332\u3055\u308c\u3066\u3044\u308b\u5834\u5408\u3001\u9867\u5ba2\u306e\u540d\u524d\u3084\u4f4f\u6240\u306a\u3069\u304c\u5373\u5ea7\u306b\u8868\u793a\u3055\u308c\u307e\u3059\u3002<\/p>\n

\u307e\u305f\u904e\u53bb\u306b\u4f55\u3092\u8cb7\u3063\u305f\u304b\u3001\u3069\u306e\u3088\u3046\u306a\u3084\u308a\u53d6\u308a\u304c\u3042\u3063\u305f\u306e\u304b\u306a\u3069\u3082\u540c\u6642\u306b\u8868\u793a\u3055\u308c\u308b\u30b1\u30fc\u30b9\u3082\u3042\u308b\u305f\u3081\u3001\u304a\u5ba2\u69d8\u304b\u3089\u60c5\u5831\u3092\u805e\u304d\u51fa\u3059\u6642\u9593\u304c\u5927\u5e45\u306b\u77ed\u7e2e\u3067\u304d\u308b\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

\u3053\u306e\u3088\u3046\u306b\u3001\u4e00\u5b9a\u306e\u96fb\u8a71\u54c1\u8cea\u3092\u4fdd\u3061\u306a\u304c\u3089ATH\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u7d4c\u8cbb\u524a\u6e1b\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002AHT\u3092\u77ed\u7e2e\u3059\u308b\u305f\u3081\u306b\u3001\u4e0a\u8a18\u306e\u5bfe\u51e6\u3092\u3057\u3063\u304b\u308a\u884c\u3046\u3088\u3046\u306b\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"

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