{"id":258382,"date":"2025-11-01T17:08:46","date_gmt":"2025-11-02T00:08:46","guid":{"rendered":"https:\/\/messengerbot.app\/kpi-customer-care-meaning-the-4-ps-4-key-metrics-7-service-skills-the-80-20-rule-and-practical-kpi-customer-service-examples-for-managers-representatives\/"},"modified":"2025-11-01T17:08:46","modified_gmt":"2025-11-02T00:08:46","slug":"kpi%e9%a1%a7%e5%ae%a2%e3%82%b1%e3%82%a2%e3%81%ae%e6%84%8f%e5%91%b3%e3%80%814%e3%81%a4%e3%81%aep%e3%80%814%e3%81%a4%e3%81%ae%e4%b8%bb%e8%a6%81%e6%8c%87%e6%a8%99%e3%80%817%e3%81%a4%e3%81%ae%e3%82%b5","status":"publish","type":"post","link":"https:\/\/messengerbot.app\/ja\/kpi-customer-care-meaning-the-4-ps-4-key-metrics-7-service-skills-the-80-20-rule-and-practical-kpi-customer-service-examples-for-managers-representatives\/","title":{"rendered":"KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\uff1a\u610f\u5473\u30014P\u30014\u3064\u306e\u4e3b\u8981\u6307\u6a19\u30017\u3064\u306e\u30b5\u30fc\u30d3\u30b9\u30b9\u30ad\u30eb\u300180\/20\u30eb\u30fc\u30eb\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3068\u4ee3\u8868\u8005\u306e\u305f\u3081\u306e\u5b9f\u7528\u7684\u306aKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b"},"content":{"rendered":"<input 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SLA\u3092\u4f7f\u7528\u3057\u3066\u30b9\u30bf\u30c3\u30d5\u914d\u7f6e\u3068\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u30ac\u30a4\u30c9\u3057\u3001\u4e2d\u592e\u5024\u306890\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u306e\u5f85\u6a5f\u6642\u9593\u3092\u76e3\u8996\u3057\u3066\u96a0\u308c\u305f\u30c6\u30fc\u30eb\u3092\u907f\u3051\u307e\u3059\u3002.<\/li>\n<li>\u81ea\u52d5\u5316\u3068\u30dc\u30c3\u30c8\uff08\u4f8b\uff1aMessenger Bot\uff09\u3092\u6d3b\u7528\u3057\u3066\u3001\u632f\u308a\u5206\u3051\u3068\u30c8\u30ea\u30a2\u30fc\u30b8\u3092\u884c\u3044\u307e\u3059\u304c\u3001\u30b9\u30b1\u30fc\u30eb\u30a2\u30c3\u30d7\u3059\u308b\u524d\u306bCSAT\u3001\u518d\u63a5\u89e6\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u30e1\u30c8\u30ea\u30c3\u30af\u3067\u691c\u8a3c\u3057\u307e\u3059\u3002.<\/li>\n<li>\u7d99\u7d9a\u7684\u6539\u5584\u3092\u57cb\u3081\u8fbc\u307f\u307e\u3059\uff1aKPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9PDF\uff09\u3092\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3057\u3001\u77ed\u671f\u9593\u306e\u30d1\u30a4\u30ed\u30c3\u30c8\u3092\u5b9f\u65bd\u3057\u3001\u7d50\u679c\u3092KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306e\u5e79\u90e8\u306b\u63d0\u793a\u3057\u3066\u3001\u5b9f\u8a3c\u6e08\u307f\u306e\u5909\u66f4\u306b\u8cc7\u91d1\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<\/div>\n<p>KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306f\u3001\u76f4\u611f\u3092\u6e2c\u5b9a\u53ef\u80fd\u306a\u9032\u6357\u306b\u5909\u3048\u308b\u30b3\u30f3\u30d1\u30b9\u3067\u3059\u3002\u3053\u306e\u30a2\u30fc\u30c6\u30a3\u30af\u30eb\u3067\u306f\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u3092\u8aac\u660e\u3057\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3084\u4ee3\u8868\u8005\u304cKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u3092\u4f7f\u3063\u3066\u30c1\u30fc\u30e0\u3092\u3088\u308a\u826f\u3044\u6210\u679c\u306b\u5c0e\u304f\u65b9\u6cd5\u3092\u793a\u3057\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306b\u304a\u3051\u308bKPI\u3068\u306f\u4f55\u304b\uff1f\u3068\u3044\u3046\u660e\u78ba\u306a\u7b54\u3048\u3001CSAT\u3084FCR\u304b\u3089AHT\u3084NPS\u307e\u3067\u306e\u5b9f\u7528\u7684\u306aKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b\u3001\u91cd\u8981\u306a\u5c11\u6570\u3092\u512a\u5148\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\uff08KPI\u306e4P\u3084\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e80\/20\u30eb\u30fc\u30eb\u306a\u3069\uff09\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9014\u4e2d\u3067\u3001\u30c1\u30e3\u30cd\u30eb\u9593\u306e\u30e1\u30c8\u30ea\u30af\u30b9\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3092\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u3001KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3084\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9PDF\uff09\u3092\u30ab\u30d0\u30fc\u3057\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u8005\u306e\u5f79\u5272\u306b\u7279\u5316\u3057\u305f\u76ee\u6a19\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u7269\u6d41\u3001\u9280\u884c\u3001\u30b5\u30dd\u30fc\u30c8\u306e\u30ea\u30fc\u30c0\u30fc\u304c\u81ea\u4fe1\u3092\u6301\u3063\u3066\u95a2\u9023\u3059\u308bKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u7269\u6d41\u3084KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u9280\u884c\u306e\u30d1\u30bf\u30fc\u30f3\u3092\u9069\u7528\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002.<\/p>\n<h2>KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306e\u57fa\u672c\u3092\u7406\u89e3\u3059\u308b<\/h2>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306b\u304a\u3051\u308bKPI\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u9867\u5ba2\u30b1\u30a2\u306b\u304a\u3051\u308bKPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u30d3\u30b8\u30cd\u30b9\u304a\u3088\u3073\u9867\u5ba2\u306e\u76ee\u6a19\u3092\u3069\u308c\u3060\u3051\u52b9\u679c\u7684\u306b\u9054\u6210\u3057\u3066\u3044\u308b\u304b\u3092\u5b9a\u91cf\u5316\u3059\u308b\u6e2c\u5b9a\u53ef\u80fd\u306a\u5024\u3067\u3059\u3002KPI\u306f\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u300d\u3084\u300c\u96e2\u8131\u3092\u6e1b\u3089\u3059\u300d\u3068\u3044\u3063\u305f\u5b9a\u6027\u7684\u306a\u76ee\u6a19\u3092\u3001\u30c1\u30fc\u30e0\u304c\u76e3\u8996\u3001\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3001\u884c\u52d5\u3092\u8d77\u3053\u3059\u3053\u3068\u304c\u3067\u304d\u308b\u5177\u4f53\u7684\u306a\u6307\u6a19\u306b\u5909\u63db\u3057\u307e\u3059\u3002\u9069\u5207\u306b\u9078\u3070\u308c\u305fKPI\u306f\u3001\u30d5\u30ed\u30f3\u30c8\u30e9\u30a4\u30f3\u306e\u6d3b\u52d5\uff08\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30c1\u30b1\u30c3\u30c8\uff09\u3092\u7d44\u7e54\u306e\u6210\u679c\uff08\u7dad\u6301\u3001\u30e9\u30a4\u30d5\u30bf\u30a4\u30e0\u30d0\u30ea\u30e5\u30fc\u3001\u904b\u7528\u52b9\u7387\uff09\u306b\u7d50\u3073\u3064\u3051\u3001\u63a1\u7528\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3001\u30c4\u30fc\u30eb\u3001\u30d7\u30ed\u30bb\u30b9\u306e\u5909\u66f4\u306b\u304a\u3044\u3066\u30c7\u30fc\u30bf\u4e3b\u5c0e\u306e\u610f\u601d\u6c7a\u5b9a\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\uff08Zendesk; HBR\uff09\u3002.<\/p>\n<p>\u5b9f\u969b\u306b\u306f\u3001KPI\u3092\u4f7f\u7528\u3057\u3066\u81ea\u52d5\u5316\u3068\u30b9\u30bf\u30c3\u30d5\u306e\u512a\u5148\u9806\u4f4d\u3092\u4ed8\u3051\u3066\u3044\u307e\u3059\uff1a\u30c1\u30e3\u30c3\u30c8\u3084\u30e1\u30fc\u30eb\u3067\u30d5\u30a1\u30fc\u30b9\u30c8\u30ec\u30b9\u30dd\u30f3\u30b9\u30bf\u30a4\u30e0\uff08FRT\uff09\u304c\u4e0a\u6607\u3057\u3066\u3044\u308b\u5834\u5408\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u81ea\u52d5\u5316\u3092\u30c8\u30ea\u30ac\u30fc\u3057\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u3092\u8abf\u6574\u3057\u307e\u3059\uff1b\u66f4\u65b0\u5f8c\u306bCSAT\u304c\u4f4e\u4e0b\u3057\u305f\u5834\u5408\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u30c1\u30fc\u30e0\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u6a5f\u4f1a\u3092\u30d5\u30e9\u30b0\u3057\u3001\u88fd\u54c1\u306e\u30d0\u30b0\u3092\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3057\u307e\u3059\u3002\u8ffd\u8de1\u3059\u3079\u304d\u4e00\u822c\u7684\u306aKPI\u30d5\u30a1\u30df\u30ea\u30fc\u306b\u306f\u3001\u4f53\u9a13\uff08CSAT\u3001NPS\uff09\u3001\u52b9\u679c\uff08FCR\uff09\u3001\u30b9\u30d4\u30fc\u30c9\uff08AHT\u3001FRT\uff09\u3001\u30dc\u30ea\u30e5\u30fc\u30e0\u3068\u30b9\u30eb\u30fc\u30d7\u30c3\u30c8\uff08\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3042\u305f\u308a\u306e\u30c1\u30b1\u30c3\u30c8\u3001\u30d0\u30c3\u30af\u30ed\u30b0\uff09\u3001\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\uff08SLA\u9075\u5b88\uff09\u3001\u30b3\u30b9\u30c8\u52b9\u7387\uff08\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\uff09\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u3092\u30c1\u30e3\u30cd\u30eb\uff08\u96fb\u8a71\u3001KPI\u9867\u5ba2\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u3001KPI\u9867\u5ba2\u30b1\u30a2\u30e1\u30fc\u30eb\uff09\u3084\u9867\u5ba2\u4fa1\u5024\u306b\u3088\u3063\u3066\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u3059\u3079\u3066\u306e\u30bf\u30fc\u30b2\u30c3\u30c8\u306b\u4e00\u5f8b\u306e\u76ee\u6a19\u3092\u907f\u3051\u307e\u3059\u3002.<\/p>\n<h3>KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u3068\u30b3\u30a2\u5b9a\u7fa9\uff08KPI\u9867\u5ba2\u30b1\u30a2\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\uff09<\/h3>\n<p>KPI\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u306f\u3001\u6e2c\u5b9a\u53ef\u80fd\u6027\u3068\u30d3\u30b8\u30cd\u30b9\u306e\u6574\u5408\u6027\u306e2\u3064\u306e\u539f\u5247\u306b\u57fa\u3065\u3044\u3066\u3044\u307e\u3059\u3002\u30e1\u30c8\u30ea\u30c3\u30af\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u304c\u91cd\u8981\u8996\u3059\u308b\u6210\u679c\u306b\u76f4\u63a5\u7d50\u3073\u3064\u304f\u5834\u5408\u306b\u306e\u307fKPI\u3068\u306a\u308a\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u9867\u5ba2\u306e\u96e2\u8131\u7387\u306e\u4f4e\u4e0b\u3001\u9867\u5ba2\u306e\u4fdd\u6301\u7387\u306e\u5411\u4e0a\u3001\u8fc5\u901f\u306a\u89e3\u6c7a\u3001\u307e\u305f\u306f\u9867\u5ba2\u751f\u6daf\u4fa1\u5024\u306e\u5411\u4e0a\u306a\u3069\u3067\u3059\u3002\u307e\u305f\u3001\u4e00\u8cab\u3057\u3066\u6e2c\u5b9a\u3067\u304d\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u4ee5\u4e0b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u5168\u4f53\u3067\u3053\u308c\u3089\u306e\u7528\u8a9e\u3092\u6a19\u6e96\u5316\u3059\u308b\u305f\u3081\u306e\u5b9a\u7fa9\u3068\u30ac\u30a4\u30c0\u30f3\u30b9\u3067\u3059\u3002.<\/p>\n<ul>\n<li><strong>CSAT\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09<\/strong>: \u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u80af\u5b9a\u7684\u306b\u8a55\u4fa1\u3059\u308b\u9867\u5ba2\u306e\u5272\u5408\u3002\u77ed\u3044\u30dd\u30b9\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u8abf\u67fb\u3092\u4f7f\u7528\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u304a\u3088\u3073KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u3054\u3068\u306bCSAT\u3092\u5831\u544a\u3057\u3066\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30cb\u30fc\u30ba\u3092\u691c\u51fa\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>NPS\uff08\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff09<\/strong>: \u9577\u671f\u7684\u306a\u5fe0\u8aa0\u5fc3\u3068\u7d39\u4ecb\u306e\u50be\u5411\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u88fd\u54c1\u304a\u3088\u3073\u30bb\u30b0\u30e1\u30f3\u30c8\u30ec\u30d9\u30eb\u3067NPS\u3092\u8ffd\u8de1\u3057\u3001CSAT\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u53d6\u5f15\u4e0a\u306e\u554f\u984c\u3068\u95a2\u4fc2\u4e0a\u306e\u554f\u984c\u3092\u533a\u5225\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>FCR\uff08\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u89e3\u6c7a\u7387\uff09<\/strong>: \u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u3067\u89e3\u6c7a\u3055\u308c\u305f\u554f\u984c\u306e\u5272\u5408\u3002\u9ad8\u3044FCR\u306f\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u4f4e\u4e0b\u3055\u305b\u3001CSAT\u3092\u6539\u5584\u3057\u307e\u3059\u3002\u7279\u306b\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u9280\u884c\u3084KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u7269\u6d41\u3067\u306f\u3001\u518d\u5ea6\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u304c\u30b3\u30b9\u30c8\u9ad8\u306b\u306a\u308b\u305f\u3081\u91cd\u8981\u3067\u3059\u3002.<\/li>\n<li><strong>AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09<\/strong> \u3084 <strong>FRT\uff08\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff09<\/strong>: \u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u91cd\u8981\u306a\u901f\u5ea6\u30e1\u30c8\u30ea\u30c3\u30af\u3002\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u306f\u7570\u306a\u308a\u307e\u3059\u3002\u30c1\u30e3\u30c3\u30c8\u306eAHT\u306f\u3001\u9280\u884c\u306e\u8907\u96d1\u306a\u96fb\u8a71\u306e\u4e89\u3044\u3088\u308a\u3082\u306f\u308b\u304b\u306b\u77ed\u304f\u306a\u308a\u307e\u3059\u3002.<\/li>\n<li><strong>SLA\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9<\/strong>: \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u5951\u7d04\u3092\u6e80\u305f\u3059\u30c1\u30b1\u30c3\u30c8\u306e\u5272\u5408\u3002B2B\u5951\u7d04\u3084\u898f\u5236\u7523\u696d\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3042\u308a\u3001SLA\u9055\u53cd\u3092\u6839\u672c\u539f\u56e0\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306b\u7d50\u3073\u3064\u3051\u307e\u3059\u3002.<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8 \/ \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u5229\u7528\u7387<\/strong>: \u30b5\u30dd\u30fc\u30c8\u6d3b\u52d5\u3092\u53ce\u76ca\u6027\u306b\u7d50\u3073\u3064\u3051\u308b\u8ca1\u52d9KPI\u3002\u3053\u308c\u3089\u3092\u4f7f\u7528\u3057\u3066\u81ea\u52d5\u5316\uff08\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u81ea\u52d5\u5316\uff09\u3092\u6b63\u5f53\u5316\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306e\u30b9\u30bf\u30c3\u30d5\u30e2\u30c7\u30eb\u306eKPI\u3092\u901a\u77e5\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u62c5\u5f53\u8005\u306e\u671f\u5f85\u306f\u660e\u78ba\u3067\u3042\u308b\u3079\u304d\u3067\u3059\uff1a\u5b9a\u7fa9\u3055\u308c\u305fKPI\u306e\u6240\u6709\u3001QA\u30b9\u30b3\u30a2\u30ea\u30f3\u30b0\u306b\u3088\u308b\u54c1\u8cea\u306e\u30ad\u30e3\u30ea\u30d6\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u7d99\u7d9a\u7684\u6539\u5584\u3078\u306e\u53c2\u52a0\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306eKPI\u304a\u3088\u3073\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u306b\u3064\u3044\u3066\u306f\u3001\u30d5\u30ed\u30f3\u30c8\u30e9\u30a4\u30f3KPI\u3092\u89e3\u7d04\u3001\u88fd\u54c1\u6469\u64e6\u3001\u53ce\u76ca\u5f71\u97ff\u306e\u5148\u884c\u6307\u6a19\u306b\u7d71\u5408\u3057\u3001\u305d\u308c\u3092\u904b\u7528\u76ee\u6a19\u304a\u3088\u3073\u30b3\u30fc\u30c1\u30f3\u30b0\u30d7\u30e9\u30f3\u306b\u5909\u63db\u3057\u307e\u3059\u3002.<\/p>\n<p>\u30c4\u30fc\u30eb\u3068\u30c7\u30fc\u30bf\u306e\u885b\u751f\u306f\u91cd\u8981\u3067\u3059\u3002KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u5b9a\u7fa9\u3092\u96c6\u4e2d\u3055\u305b\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9PDF\u3068\u3057\u3066\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u53ef\u80fd\uff09\u3001\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u306e\u30c6\u30ec\u30e1\u30c8\u30ea\u30fc\u3092\u5358\u4e00\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u7d71\u5408\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b\u304c\u97f3\u58f0\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3067\u6bd4\u8f03\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002Messenger Bot\u306e\u5206\u6790\u3092\u4f7f\u7528\u3057\u3066\u30c1\u30e3\u30cd\u30eb\u56fa\u6709\u306e\u4fe1\u53f7\u3092\u30ad\u30e3\u30d7\u30c1\u30e3\u3057\u3001\u305d\u308c\u3092\u65e5\u6b21\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u30d5\u30a3\u30fc\u30c9\u3057\u307e\u3059\u3002\u3088\u308a\u6df1\u3044\u30d9\u30f3\u30c1\u30de\u30fc\u30ad\u30f3\u30b0\u306e\u305f\u3081\u306b\u306f\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u7bc4\u56f2\u3092\u691c\u8a3c\u3059\u308b\u305f\u3081\u306bZendesk\u3084HBR\u306a\u3069\u306e\u696d\u754c\u30ea\u30bd\u30fc\u30b9\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/11\/kpi-customer-care-293201.jpg\" alt=\"KPI\u9867\u5ba2\u30b1\u30a2\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306e\u52b9\u679c\u7684\u306aKPI\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306e\u8a2d\u8a08<\/h2>\n<h3>KPI\u306e4P\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u300c4 P\u306e\u6cd5\u5247\u300d\u2014\u88fd\u54c1\u3001\u4fa1\u683c\u3001\u5834\u6240\u3001\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u2014\u306f\u3001KPI\u30bb\u30c3\u30c8\u3092\u8a2d\u8a08\u3059\u308b\u305f\u3081\u306b\u79c1\u304c\u4f7f\u7528\u3059\u308b\u30b7\u30f3\u30d7\u30eb\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3067\u3059\u3002\u3053\u308c\u306f\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u3092\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u306b\u5408\u308f\u305b\u308b\u305f\u3081\u306e\u3082\u306e\u3067\u3059\u3002\u5404P\u3092\u3001\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u6e2c\u5b9a\u3057\u3001\u884c\u52d5\u3092\u8d77\u3053\u3059\u3053\u3068\u304c\u3067\u304d\u308b\u4fe1\u53f7\u3092\u751f\u6210\u3059\u308b\u30c9\u30e1\u30a4\u30f3\u3068\u3057\u3066\u6271\u3044\u307e\u3059\u3002\u88fd\u54c1\u306b\u3064\u3044\u3066\u306f\u3001\u88fd\u54c1\u95a2\u9023\u306e\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0\u3001\u6b20\u9665\u5831\u544a\u7387\u3001\u88fd\u54c1NPS\u3092\u8ffd\u8de1\u3057\u3066\u3001\u518d\u63a5\u89e6\u3092\u4fc3\u3059\u6a5f\u80fd\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002\u4fa1\u683c\u306b\u3064\u3044\u3066\u306f\u3001\u89e3\u7d04\u7387\u3068\u53ce\u76ca\u30c9\u30eb\u3042\u305f\u308a\u306e\u30b5\u30dd\u30fc\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u3092\u76f8\u95a2\u3055\u305b\u3066\u3001\u4fa1\u683c\u5e2f\u304cCSAT\u3092\u9759\u304b\u306b\u4fb5\u98df\u3057\u306a\u3044\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u5834\u6240\u306b\u3064\u3044\u3066\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u7279\u6709\u306eFRT\u3001FCR\u3001\u30c1\u30e3\u30cd\u30ebCSAT\uff08\u96fb\u8a71 vs. KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8 vs. KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30e1\u30fc\u30eb\uff09\u3092\u6e2c\u5b9a\u3057\u3066\u3001\u4f5c\u696d\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u3001\u9069\u5207\u306aSLA\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u306b\u3064\u3044\u3066\u306f\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306e\u5b8c\u4e86\u3001\u30c8\u30e9\u30a4\u30a2\u30eb\u304b\u3089\u6709\u6599\u3078\u306e\u8ee2\u63db\u3001\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0\u3092\u7372\u5f97\u30c1\u30e3\u30cd\u30eb\u306b\u7d50\u3073\u3064\u3051\u3066\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3068\u30b5\u30dd\u30fc\u30c8\u304c\u65e9\u671f\u306e\u4fdd\u6301\u306b\u8cac\u4efb\u3092\u5171\u6709\u3059\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u79c1\u306f\u30014 P\u306e\u4e2d\u304b\u3089\u30ea\u30fc\u30c7\u30a3\u30f3\u30b0\u304a\u3088\u3073\u30e9\u30ae\u30f3\u30b0\u6307\u6a19\u306e\u4e21\u65b9\u3067\u3042\u308b3\u301c7\u306eKPI\u3092\u9078\u629e\u3057\u3001KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3067\u5b9a\u7fa9\u3092\u6a19\u6e96\u5316\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306eKPI\u3092\u9867\u5ba2\u30b3\u30db\u30fc\u30c8\u304a\u3088\u3073\u5f79\u5272\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868 vs. \u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u30a2\u30ab\u30a6\u30f3\u30c8\uff09\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3066\u3001\u8aa4\u89e3\u3092\u62db\u304f\u5e73\u5747\u5024\u3092\u907f\u3051\u307e\u3059\u3002AHT\u304cCSAT\u306e\u72a0\u7272\u306b\u306a\u3063\u3066\u6700\u9069\u5316\u3055\u308c\u3066\u3044\u308b\u3088\u3046\u306a\u30df\u30b9\u30de\u30c3\u30c1\u3092\u691c\u51fa\u3057\u305f\u5834\u5408\u3001\u79c1\u306f4 P\u3092\u4f7f\u7528\u3057\u3066\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u518d\u30d0\u30e9\u30f3\u30b9\u3057\u3001\u6839\u672c\u539f\u56e0\uff08\u88fd\u54c1\u306e\u4fee\u6b63\u3001\u4fa1\u683c\u5909\u66f4\u3001\u30c1\u30e3\u30cd\u30eb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u307e\u305f\u306f\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u306e\u671f\u5f85\uff09\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002.<\/p>\n<h3>\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\uff1a\u76ee\u6a19\u3001\u6240\u6709\u6a29\u3001\u30ec\u30d3\u30e5\u30fc\u30b5\u30a4\u30af\u30eb\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\uff09<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u3068\u3057\u3066\u3001\u30c1\u30fc\u30e0\u30ec\u30d9\u30eb\u306e\u76ee\u6a19\uff08CSAT \u2265 \u76ee\u6a19\u3001FCR\u306e\u6539\u5584\uff09\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u8005\u306e\u5f79\u5272\u306b\u5bfe\u3059\u308b\u500b\u5225\u306e\u76ee\u6a19\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306eKPI\u306b\u5bfe\u3059\u308b\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u6307\u6a19\uff08\u89e3\u7d04\u3001\u7dad\u6301\uff09\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002\u5404KPI\u306b\u306f\u30aa\u30fc\u30ca\u30fc\u304c\u5fc5\u8981\u3067\u3001\u660e\u78ba\u306a\u8a08\u7b97\u3068\u30ec\u30d3\u30e5\u30fc\u306e\u983b\u5ea6\u304c\u5fc5\u8981\u3067\u3059\u3002\u904b\u7528\u6307\u6a19\uff08FRT\u3001\u30d0\u30c3\u30af\u30ed\u30b0\uff09\u306e\u305f\u3081\u306e\u65e5\u6b21\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3001\u54c1\u8cea\u3068FCR\u306e\u305f\u3081\u306e\u9031\u6b21\u30b3\u30fc\u30c1\u30f3\u30b0\u3001NPS\u3068\u89e3\u7d04\u306e\u305f\u3081\u306e\u6708\u6b21\u6226\u7565\u30ec\u30d3\u30e5\u30fc\u304c\u3042\u308a\u307e\u3059\u3002.<\/p>\n<p>\u3053\u308c\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u3001SLA\u306b\u6cbf\u3063\u305f\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3068\u30b3\u30fc\u30c1\u30f3\u30b0\u30eb\u30fc\u30d7\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\u304b\u3089\u306e\u4fe1\u53f7\u3092\u65e5\u6b21\u3067\u4e2d\u592e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u96c6\u7d04\u3057\u3001\u30c1\u30fc\u30e0\u306eKPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u30ea\u30f3\u30af\u3057\u307e\u3059\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306ePDF\u3068\u3057\u3066\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u53ef\u80fd\uff09\u3002\u76ee\u6a19\u304c\u73fe\u5b9f\u7684\u3067\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3059\u308b\u305f\u3081\u306b\u3001\u30ab\u30b9\u30bf\u30de\u30fcKPI\u30ac\u30a4\u30c9\u3068KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u53c2\u7167\u3057\u307e\u3059\u3002\u6240\u6709\u6a29\u3068\u306f\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u662f\u6b63\u63aa\u7f6e\uff08\u30d7\u30ed\u30bb\u30b9\u5909\u66f4\u3001\u81ea\u52d5\u5316\u3001\u30b3\u30fc\u30c1\u30f3\u30b0\uff09\u3092\u5272\u308a\u5f53\u3066\u300130\u301c90\u65e5\u306e\u30a6\u30a3\u30f3\u30c9\u30a6\u3067\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306eKPI\u306e\u5f71\u97ff\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001KPI\u306f\u5358\u306a\u308b\u5831\u544a\u3067\u306f\u306a\u304f\u3001\u5177\u4f53\u7684\u306a\u6539\u5584\u3092\u4fc3\u9032\u3057\u307e\u3059\u3002.<\/p>\n<h2>KPI\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u63a8\u9032\u3059\u308b\u30b9\u30ad\u30eb\u3068\u884c\u52d5<\/h2>\n<h3>\u826f\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e7\u3064\u306e\u30b9\u30ad\u30eb\u3068\u306f\uff1f<\/h3>\n<ul>\n<li><strong>\u5171\u611f<\/strong> \u2014 \u9867\u5ba2\u306e\u611f\u60c5\u3084\u8996\u70b9\u3092\u7406\u89e3\u3057\u3001\u53cd\u6620\u3059\u308b\u80fd\u529b\u3002\u5171\u611f\u306f\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u3092\u6e1b\u5c11\u3055\u305b\u3001CSAT\u3084NPS\u3092\u6539\u5584\u3057\u307e\u3059\u3002\u79c1\u306fQA\u30eb\u30fc\u30d6\u30ea\u30c3\u30af\u3067\u5171\u611f\u3092\u8a55\u4fa1\u3057\u3001\u3059\u3079\u3066\u306eKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u8005\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306b\u660e\u793a\u7684\u306a\u57fa\u6e96\u3068\u3057\u3066\u542b\u3081\u3066\u3044\u307e\u3059\u3002\u7814\u7a76\u306b\u3088\u308c\u3070\u3001\u5171\u611f\u7684\u306a\u5fdc\u7b54\u306f\u89e3\u6c7a\u306e\u8cea\u306e\u8a8d\u8b58\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u793a\u3055\u308c\u3066\u3044\u307e\u3059\uff08\u30cf\u30fc\u30d0\u30fc\u30c9\u30fb\u30d3\u30b8\u30cd\u30b9\u30fb\u30ec\u30d3\u30e5\u30fc\uff09\u3002.<\/li>\n<li><strong>\u660e\u78ba\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3<\/strong> \u2014 \u660e\u78ba\u3067\u7c21\u6f54\u306a\u53e3\u982d\u304a\u3088\u3073\u66f8\u9762\u3067\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306f\u8aa4\u89e3\u3092\u9632\u304e\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff09\u3092\u77ed\u7e2e\u3057\u3001\u30c1\u30b1\u30c3\u30c8\u306e\u518d\u30aa\u30fc\u30d7\u30f3\u7387\u3092\u4f4e\u4e0b\u3055\u305b\u307e\u3059\u3002\u79c1\u306f\u4e00\u822c\u7684\u306a\u610f\u56f3\u306b\u5bfe\u3059\u308b\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u7d44\u307f\u5408\u308f\u305b\u3066\u500b\u5225\u5316\u3092\u7dad\u6301\u3057\u3001FCR\u3068QA\u306e\u7cbe\u5ea6\u3092\u901a\u3058\u3066\u5f71\u97ff\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30a2\u30af\u30c6\u30a3\u30d6\u30ea\u30b9\u30cb\u30f3\u30b0<\/strong> \u2014 \u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u805e\u304f\uff08\u305f\u3060\u8fd4\u7b54\u3059\u308b\u306e\u3067\u306f\u306a\u304f\uff09\u306f\u3001\u6839\u672c\u539f\u56e0\u3092\u3088\u308a\u65e9\u304f\u660e\u3089\u304b\u306b\u3057\u3001FCR\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u79c1\u306f\u901a\u8a71\u3068\u30c1\u30e3\u30c3\u30c8\u306e\u6587\u5b57\u8d77\u3053\u3057\u3092\u4f7f\u7528\u3057\u3066\u3001\u8a00\u3044\u63db\u3048\u3068\u6839\u672c\u539f\u56e0\u8a3a\u65ad\u306e\u8a3c\u62e0\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u30a2\u30af\u30c6\u30a3\u30d6\u30ea\u30b9\u30cb\u30f3\u30b0\u306e\u6539\u5584\u306f\u901a\u5e38\u3001\u518d\u63a5\u89e6\u306e\u6e1b\u5c11\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u306e\u4f4e\u4e0b\u3068\u3057\u3066\u73fe\u308c\u307e\u3059\u3002.<\/li>\n<li><strong>\u554f\u984c\u89e3\u6c7a\u3068\u8cc7\u6e90\u6d3b\u7528<\/strong> \u2014 \u8fc5\u901f\u306a\u8a3a\u65ad\u3001\u5b9f\u7528\u7684\u306a\u56de\u907f\u7b56\u3001\u305d\u3057\u3066\u6240\u6709\u610f\u8b58\u304c\u30d0\u30c3\u30af\u30ed\u30b0\u3068\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u524a\u6e1b\u3057\u307e\u3059\u3002\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u3001\u63a5\u89e6\u3042\u305f\u308a\u306e\u4fee\u6b63\u7387\u3001\u89e3\u6c7a\u5f8c\u306eCSAT\u3092\u8ffd\u8de1\u3057\u3066\u3053\u306e\u30b9\u30ad\u30eb\u3092\u5b9a\u91cf\u5316\u3057\u307e\u3059\u3002\u88fd\u54c1\u95a2\u9023\u306e\u30c1\u30b1\u30c3\u30c8\u3092KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30ed\u30b8\u30b9\u30c6\u30a3\u30af\u30b9\u306b\u7d50\u3073\u3064\u3051\u3066\u3001\u30b7\u30b9\u30c6\u30e0\u7684\u306a\u6539\u5584\u3092\u5f37\u8abf\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u88fd\u54c1\u77e5\u8b58<\/strong> \u2014 \u6df1\u3044\u30c9\u30e1\u30a4\u30f3\u77e5\u8b58\u306fAHT\u3092\u77ed\u7e2e\u3057\u3001\u7279\u306b\u9280\u884c\u306e\u3088\u3046\u306a\u898f\u5236\u306e\u3042\u308b\u696d\u754c\u3067\u89e3\u6c7a\u54c1\u8cea\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u9280\u884c\u30b7\u30ca\u30ea\u30aa\u3067\u306f\u3001\u8a8d\u8a3c\u304c\u5fc5\u8981\u3067\u3001QA\u306e\u6b63\u78ba\u6027\u3068\u88fd\u54c1\u30c1\u30b1\u30c3\u30c8\u306e\u89e3\u6c7a\u6642\u9593\u3068CSAT\u306e\u76f8\u95a2\u95a2\u4fc2\u3092\u901a\u3058\u3066\u77e5\u8b58\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u5fcd\u8010\u3068\u30d7\u30ed\u30d5\u30a7\u30c3\u30b7\u30e7\u30ca\u30ea\u30ba\u30e0<\/strong> \u2014 \u4e0d\u6e80\u3092\u62b1\u3048\u308b\u9867\u5ba2\u3068\u306e\u51b7\u9759\u3055\u3092\u4fdd\u3064\u3053\u3068\u3067CSAT\u3092\u7dad\u6301\u3057\u3001\u89e3\u7d04\u30ea\u30b9\u30af\u3092\u6e1b\u5c11\u3055\u305b\u307e\u3059\u3002\u79c1\u306f\u3053\u308c\u3092\u611f\u60c5\u5206\u6790\u3001\u82e6\u60c5\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u983b\u5ea6\u3001QA\u306e\u30d7\u30ed\u30d5\u30a7\u30c3\u30b7\u30e7\u30ca\u30ea\u30ba\u30e0\u30b9\u30b3\u30a2\u3067\u5b9a\u91cf\u5316\u3057\u3001\u8131\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u901a\u3058\u3066\u5f37\u5316\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u9069\u5fdc\u6027\u3068\u7d99\u7d9a\u7684\u5b66\u7fd2<\/strong> \u2014 \u30c1\u30e3\u30cd\u30eb\u306b\u4f9d\u5b58\u305b\u305a\uff08\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3001\u65b0\u3057\u3044\u30c4\u30fc\u30eb\u3092\u63a1\u7528\u3057\u3001\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306b\u57fa\u3065\u3044\u3066\u53cd\u5fa9\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306f\u5f3e\u529b\u6027\u3092\u4fdd\u3061\u307e\u3059\u3002\u79c1\u306f\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u306e\u719f\u7df4\u5ea6\uff08KPI\u9867\u5ba2\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u5bfe\u30e1\u30fc\u30eb\uff09\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u5f8c\u306eKPI\u306e\u6539\u5584\u3001\u77e5\u8b58\u5171\u6709\u3078\u306e\u53c2\u52a0\u3092\u9069\u5fdc\u6027\u306e\u8a3c\u62e0\u3068\u3057\u3066\u8ffd\u8de1\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u5b9f\u8df5\u7684\u306a\u7ba1\u7406\u30e1\u30e2\uff1a\u5404\u30b9\u30ad\u30eb\u3092\u6e2c\u5b9a\u53ef\u80fd\u306aKPI\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u307e\u3059\uff08\u5171\u611f \u2192 CSAT; \u30a2\u30af\u30c6\u30a3\u30d6\u30ea\u30b9\u30cb\u30f3\u30b0 \u2192 FCR; \u88fd\u54c1\u77e5\u8b58 \u2192 AHT\u3068QA\u306e\u6b63\u78ba\u6027\uff09\u3053\u308c\u3089\u3092\u30ec\u30c3\u30d7\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306b\u7d44\u307f\u8fbc\u307f\u3001\u30bd\u30d5\u30c8\u30b9\u30ad\u30eb\u304cKPI\u9867\u5ba2\u30b1\u30a2\u3068KPI\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u306e\u6e2c\u5b9a\u53ef\u80fd\u306a\u6210\u679c\u3092\u4fc3\u9032\u3059\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u30d6\u30ec\u30f3\u30c9\u6e2c\u5b9a\u3092\u4f7f\u7528\u3057\u307e\u3059\u2014\u5b9a\u91cf\u7684KPI\u3068\u5b9a\u6027\u7684QA\u3001\u3055\u3089\u306b\u9867\u5ba2\u30b3\u30e1\u30f3\u30c8\u3092\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u5168\u4f53\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u753b\u50cf\u3092\u4f5c\u6210\u3057\u3001\u5358\u4e00\u306e\u6307\u6a19\u3092\u64cd\u4f5c\u3059\u308b\u3053\u3068\u3092\u907f\u3051\u307e\u3059\u3002.<\/p>\n<h3>\u9867\u5ba2\u30b1\u30a2\u62c5\u5f53\u8005\u306e\u305f\u3081\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30d7\u30ed\u30b0\u30e9\u30e0\u3068\u30b3\u30fc\u30c1\u30f3\u30b0\uff08KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u3001\u9867\u5ba2\u30b1\u30a2\u306eKPI\u4f8b\uff09<\/h3>\n<p>\u79c1\u306f\u6e2c\u5b9a\u53ef\u80fd\u306a\u6210\u679c\u306b\u57fa\u3065\u3044\u3066\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u8a2d\u8a08\u3057\u307e\u3059\uff1a\u5171\u611f\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u305f\u3081\u306e\u77ed\u304f\u96c6\u4e2d\u3057\u305f\u30e2\u30b8\u30e5\u30fc\u30eb\uff1b\u8907\u96d1\u306a\u5782\u76f4\u5e02\u5834\u5411\u3051\u306e\u88fd\u54c1\u8a8d\u8a3c\u30d1\u30b9\uff1b\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u5bfe\u5fdc\u306e\u305f\u3081\u306e\u30b7\u30ca\u30ea\u30aa\u30d9\u30fc\u30b9\u306e\u30e9\u30dc\u3002\u5178\u578b\u7684\u306a\u30d7\u30ed\u30b0\u30e9\u30e0\u306b\u306f\u6b21\u306e\u3082\u306e\u304c\u542b\u307e\u308c\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u8a8d\u8a3c<\/strong> \u2014 \u88fd\u54c1\u77e5\u8b58\u3068\u30dd\u30ea\u30b7\u30fc\u7406\u89e3\u3092\u691c\u8a3c\u3059\u308b\u5f79\u5272\u7279\u6709\u306e\u8a66\u9a13\uff1b\u5408\u683c\u7387\u306f\u3001\u6210\u529f\u306e\u305f\u3081\u306e\u521d\u671fKPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b\u3068\u306a\u308a\u307e\u3059\u3002.<\/li>\n<li><strong>\u30de\u30a4\u30af\u30ed\u30e9\u30fc\u30cb\u30f3\u30b0\u3068\u30ed\u30fc\u30eb\u30d7\u30ec\u30a4<\/strong> \u2014 \u5171\u611f\u3001\u30a2\u30af\u30c6\u30a3\u30d6\u30ea\u30b9\u30cb\u30f3\u30b0\u3001\u30c8\u30e9\u30d6\u30eb\u30b7\u30e5\u30fc\u30c6\u30a3\u30f3\u30b0\u306b\u7126\u70b9\u3092\u5f53\u3066\u305f\u9031\u3054\u3068\u306e15\u301c30\u5206\u306e\u30bb\u30c3\u30b7\u30e7\u30f3\uff1bQA\u30b9\u30b3\u30a2\u306e\u5909\u52d5\u3068CSAT\u304a\u3088\u3073FCR\u306e\u5909\u5316\u306b\u3088\u3063\u3066\u6e2c\u5b9a\u3055\u308c\u307e\u3059\u3002.<\/li>\n<li><strong>\u30b3\u30fc\u30c1\u30f3\u30b0\u306e\u983b\u5ea6<\/strong> \u2014 KPI\u306e\u95be\u5024\u306b\u7d50\u3073\u3064\u3044\u305f1\u5bfe1\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\uff1aFRT\u3068\u30d0\u30c3\u30af\u30ed\u30b0\u306e\u305f\u3081\u306e\u65e5\u3005\u306e\u30af\u30a4\u30c3\u30af\u30d2\u30c3\u30c8\u3001FCR\u3068QA\u30c6\u30fc\u30de\u306e\u305f\u3081\u306e\u9031\u3054\u3068\u306e\u6df1\u3044\u30b3\u30fc\u30c1\u30f3\u30b0\u3001\u9867\u5ba2\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306e\u76ee\u6a19\u306b\u5408\u308f\u305b\u305f\u6708\u3054\u3068\u306e\u30ad\u30e3\u30ea\u30a2\u30b3\u30fc\u30c1\u30f3\u30b0\u3002.<\/li>\n<li><strong>\u30ca\u30ec\u30c3\u30b8\u30de\u30cd\u30b8\u30e1\u30f3\u30c8<\/strong> \u2014 \u4ee3\u8868\u8005\u304c\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306b\u8ca2\u732e\u3059\u308b\u3053\u3068\u3092\u5968\u52b1\u3057\u307e\u3059\uff1b\u9867\u5ba2\u30b1\u30a2\u306eKPI\u4f8b\u3068\u3057\u3066\u3001\u30c7\u30a3\u30d5\u30ec\u30af\u30b7\u30e7\u30f3\u306e\u6539\u5584\u3068\u518d\u63a5\u89e6\u306e\u6e1b\u5c11\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30b7\u30df\u30e5\u30ec\u30fc\u30b7\u30e7\u30f3\u3068QA\u30ad\u30e3\u30ea\u30d6\u30ec\u30fc\u30b7\u30e7\u30f3<\/strong> \u2014 \u30ad\u30e3\u30ea\u30d6\u30ec\u30fc\u30b7\u30e7\u30f3\u30bb\u30c3\u30b7\u30e7\u30f3\u306e\u305f\u3081\u306b\u5b9f\u969b\u306e\u30c1\u30b1\u30c3\u30c8\u3068\u533f\u540d\u5316\u3055\u308c\u305f\u30c8\u30e9\u30f3\u30b9\u30af\u30ea\u30d7\u30c8\u3092\u4f7f\u7528\u3057\u307e\u3059\uff1bQA\u306e\u6574\u5408\u6027\u30b9\u30b3\u30a2\u3068AHT\u304a\u3088\u3073CSAT\u3078\u306e\u4e0b\u6d41\u306e\u5f71\u97ff\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u5b9f\u884c\u53ef\u80fd\u306b\u3059\u308b\u305f\u3081\u306b\u3001\u30b3\u30f3\u30c6\u30f3\u30c4\u3092KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u7d50\u3073\u4ed8\u3051\u3001\u5f79\u5272\u7279\u6709\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u516c\u958b\u3057\u3066\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u8005\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u900f\u660e\u306b\u306a\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3084\u6307\u6a19\u306e\u5b9a\u7fa9\u306b\u3064\u3044\u3066\u306f\u3001 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88kpi%e3%81%ae%e4%be%8b-%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e3%83%91%e3%83%95%e3%82%a9%e3%83%bc%e3%83%9e%e3%83%b3%e3%82%b9\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u30b3\u30fc\u30c1\u30f3\u30b0\u304c\u8a3c\u62e0\u306b\u57fa\u3065\u304d\u3001\u696d\u754c\u6a19\u6e96\u306eKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u306b\u6cbf\u3063\u305f\u3082\u306e\u3067\u3042\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002\u81ea\u52d5\u5316\u304c\u5c0e\u5165\u3055\u308c\u308b\u3068\u3001\u30eb\u30fc\u30c1\u30f3\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u30dc\u30c3\u30c8\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u306a\u3069\u3001\u30c1\u30e3\u30cd\u30ebKPI\u306e\u5909\u5316\u3092\u76e3\u8996\u3057\u307e\u3059\u2014KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u304a\u3088\u3073KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30e1\u30fc\u30eb\u2014\u305d\u306e\u305f\u3081\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306f\u3088\u308a\u4fa1\u5024\u306e\u9ad8\u3044\u3001\u5171\u611f\u3092\u91cd\u8996\u3057\u305f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u7126\u70b9\u3092\u5f53\u3066\u307e\u3059\u3002.<\/p>\n<p>\u6ce8\uff1aBrain Pod AI\u306f\u3001\u591a\u8a00\u8a9e\u30b3\u30fc\u30c1\u30f3\u30b0\u30b3\u30f3\u30c6\u30f3\u30c4\u3084\u30b7\u30df\u30e5\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30b7\u30ca\u30ea\u30aa\u3092\u30b5\u30dd\u30fc\u30c8\u3067\u304d\u308b\u9ad8\u5ea6\u306a\u751f\u6210\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002\u30c1\u30fc\u30e0\u306f\u3057\u3070\u3057\u3070\u3001\u4eba\u9593\u4e3b\u5c0e\u306e\u8a55\u4fa1\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u30b9\u30b1\u30fc\u30eb\u3059\u308b\u305f\u3081\u306b\u3001\u305d\u306e\u3088\u3046\u306a\u30b5\u30fc\u30c9\u30d1\u30fc\u30c6\u30a3\u306eAI\u3092\u4f7f\u7528\u3057\u307e\u3059\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/11\/kpi-customer-care-325725.jpg\" alt=\"KPI\u9867\u5ba2\u30b1\u30a2\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u5b9f\u7528\u7684\u306aKPI\u306e\u4f8b\u3068\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/h2>\n<h3>\u826f\u3044KPI\u306e\u4f8b\u306b\u306f\u4f55\u304c\u3042\u308a\u307e\u3059\u304b\uff1f<\/h3>\n<ul>\n<li><strong>\u9867\u5ba2\u6e80\u8db3\u5ea6 (CSAT)<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u80af\u5b9a\u7684\u306b\u8a55\u4fa1\u3059\u308b\u9867\u5ba2\u306e\u5272\u5408\u3002\u5f0f\uff1a(\u80af\u5b9a\u7684\u306a\u56de\u7b54\u6570 \/ \u7dcf\u56de\u7b54\u6570) \u00d7 100\u3002\u91cd\u8981\u6027\uff1a\u4f53\u9a13\u306e\u76f4\u63a5\u7684\u306a\u6e2c\u5b9a\uff1b\u9867\u5ba2\u96e2\u308c\u3068\u7d39\u4ecb\u306b\u76f8\u95a2\u3057\u307e\u3059\u3002\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\uff1a\u30d5\u30ed\u30f3\u30c8\u30e9\u30a4\u30f3KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u8005\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3068KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3002.<\/li>\n<li><strong>\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u63a8\u85a6\u306e\u53ef\u80fd\u6027\u3092\u5c0b\u306d\u308b\u3053\u3068\u3067\u9577\u671f\u7684\u306a\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\uff08\u63a8\u5968\u8005 - \u53cd\u5bfe\u8005\uff09\u3002\u91cd\u8981\u6027\uff1a\u53ce\u76ca\u306e\u62e1\u5927\u3068\u4fdd\u6301\u3092\u4e88\u6e2c\u3057\u307e\u3059\uff1bCSAT\u3092\u88dc\u5b8c\u3057\u3001\u53d6\u5f15\u7684\u306a\u554f\u984c\u3068\u95a2\u4fc2\u7684\u306a\u554f\u984c\u3092\u533a\u5225\u3057\u307e\u3059\u3002\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\uff1aKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u9280\u884c\u30bb\u30b0\u30e1\u30f3\u30c8\u306e\u88fd\u54c1\u30ec\u30d9\u30ebNPS\u3002.<\/li>\n<li><strong>\u521d\u56de\u5bfe\u5fdc\u89e3\u6c7a\u7387\uff08FCR\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u3067\u89e3\u6c7a\u3055\u308c\u305f\u554f\u984c\u306e\u5272\u5408\u3002\u91cd\u8981\u6027\uff1a\u52b9\u7387\u3068\u9867\u5ba2\u306e\u52aa\u529b\u306e\u5148\u884c\u6307\u6a19\uff1b\u9ad8\u3044FCR\u306f\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u4e0b\u3052\u3001CSAT\u3092\u6539\u5584\u3057\u307e\u3059\u3002\u518d\u51e6\u7406\u3092\u6e1b\u3089\u3059\u305f\u3081\u306bKPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u7269\u6d41\u306b\u9069\u7528\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>: AHT\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8ffd\u8de1\u3057\u3001\u901a\u8a71\u6642\u9593\u3084\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u542b\u307f\u307e\u3059\u3002AHT\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u904b\u7528\u52b9\u7387\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\u3002\u56fd\u969b\u9867\u5ba2\u7ba1\u7406\u7814\u7a76\u6240\u306e\u7814\u7a76\u306b\u3088\u308b\u3068\u3001\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fAHT\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u306e\u4e21\u65b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u3084\u308a\u53d6\u308a\u3092\u89e3\u6c7a\u3059\u308b\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\uff08\u901a\u8a71 + \u4fdd\u7559 + \u901a\u8a71\u5f8c\u306e\u4f5c\u696d\uff09\u3002\u91cd\u8981\u6027\uff1a\u52b9\u7387\u3068\u4eba\u54e1\u30cb\u30fc\u30ba\u3092\u6e2c\u5b9a\u3057\u307e\u3059\uff1b\u9006\u306e\u30a4\u30f3\u30bb\u30f3\u30c6\u30a3\u30d6\u3092\u907f\u3051\u308b\u305f\u3081\u306b\u8cea\u3068\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30c1\u30e3\u30cd\u30eb\u9593\u3067AHT\u3092\u6bd4\u8f03\u3057\u307e\u3059\uff08KPI\u9867\u5ba2\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u5bfe\u96fb\u8a71\uff09\u3002.<\/li>\n<li><strong>\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u6700\u521d\u306e\u8fd4\u4fe1\u307e\u3067\u306e\u6642\u9593\u3002\u91cd\u8981\u6027\uff1a\u8a8d\u8b58\u3055\u308c\u305f\u30b9\u30d4\u30fc\u30c9\u3068\u30c8\u30ea\u30a2\u30fc\u30b8\u306b\u3068\u3063\u3066\u91cd\u8981\uff1bCSAT\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387\u306b\u5f71\u97ff\u3057\u307e\u3059\u3002\u671f\u5f85\u3092\u7ba1\u7406\u3059\u308b\u305f\u3081\u306b\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u904b\u7528SLA\u3092\u4f7f\u7528\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>SLA\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u4e8b\u524d\u5b9a\u7fa9\u3055\u308c\u305fSLA\u76ee\u6a19\u3092\u6e80\u305f\u3059\u3084\u308a\u53d6\u308a\u306e\u5272\u5408\u3002\u91cd\u8981\u6027\uff1a\u5951\u7d04\u4e0a\u304a\u3088\u3073\u904b\u7528\u4e0a\u306e\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u6307\u6a19\u2014B2B\u304a\u3088\u3073\u9280\u884c\u306b\u3068\u3063\u3066\u91cd\u8981\u3067\u3059\uff08KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u9280\u884c\uff09\u3002SLA\u9055\u53cd\u3092\u4f7f\u7528\u3057\u3066\u6839\u672c\u539f\u56e0\u5206\u6790\u3092\u63a8\u9032\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u30dc\u30ea\u30e5\u30fc\u30e0\u3068\u30d0\u30c3\u30af\u30ed\u30b0<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u6642\u9593\u306e\u7d4c\u904e\u3068\u3068\u3082\u306b\u53d7\u4fe1\u3057\u305f\u30c1\u30b1\u30c3\u30c8\u3068\u672a\u89e3\u6c7a\u306e\u30c1\u30b1\u30c3\u30c8\u3002\u91cd\u8981\u6027\uff1a\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u30b9\u30d1\u30a4\u30af\u306e\u691c\u51fa\uff1bKPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u7269\u6d41\u306e\u6d1e\u5bdf\u306e\u305f\u3081\u306b\u30c1\u30e3\u30cd\u30eb\u3068\u88fd\u54c1\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u518d\u63a5\u89e6\u7387 \/ \u518d\u30aa\u30fc\u30d7\u30f3\u7387<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u540c\u3058\u554f\u984c\u3067\u518d\u5ea6\u9023\u7d61\u3059\u308b\u5272\u5408\u3002\u91cd\u8981\u6027\uff1a\u89e3\u6c7a\u306e\u8cea\u3068\u88fd\u54c1\u306e\u6b20\u9665\u3092\u793a\u3057\u307e\u3059\uff1bFCR\u3068\u5bc6\u63a5\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002.<\/li>\n<li><strong>\u9867\u5ba2\u52aa\u529b\u30b9\u30b3\u30a2 (CES)<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u9867\u5ba2\u304c\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306e\u304c\u3069\u308c\u3060\u3051\u7c21\u5358\u3060\u3063\u305f\u304b\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u91cd\u8981\u6027\uff1a\u4f4e\u3044\u52aa\u529b\u306f\u5fe0\u8aa0\u5fc3\u3068\u76f8\u95a2\u3057\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30c7\u30b6\u30a4\u30f3\u306b\u5bfe\u3057\u3066\u5b9f\u884c\u53ef\u80fd\u3067\u3059\u3002.<\/li>\n<li><strong>\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8 \/ \u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u30b3\u30b9\u30c8<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u89e3\u6c7a\u3055\u308c\u305f\u30c1\u30b1\u30c3\u30c8\u3067\u5272\u3063\u305f\u7dcf\u30b5\u30dd\u30fc\u30c8\u30b3\u30b9\u30c8\u3002\u91cd\u8981\u6027\uff1a\u30b5\u30dd\u30fc\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3068\u53ce\u76ca\u6027\u3092\u7d50\u3073\u3064\u3051\u3001\u81ea\u52d5\u5316\u306eROI\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u306e\u305f\u3081\u306e\u4eba\u54e1\u914d\u7f6e\u306e\u6c7a\u5b9a\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002.<\/li>\n<li><strong>\u54c1\u8cea\u4fdd\u8a3c\uff08QA\uff09\u30b9\u30b3\u30a2<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u8907\u5408\u7684\u306aQA\u8a55\u4fa1\uff08\u6b63\u78ba\u6027\u3001\u5171\u611f\u3001\u9075\u5b88\uff09\u3002\u91cd\u8981\u6027\uff1aCSAT\u306b\u7d50\u3073\u3064\u304f\u884c\u52d5\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6e2c\u5b9a\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u8005\u306e\u30b9\u30ad\u30eb\u3092\u30b3\u30fc\u30c1\u30f3\u30b0\u3059\u308b\u305f\u3081\u306eKPI\u3068\u3057\u3066\u4f7f\u7528\u3055\u308c\u307e\u3059\u3002.<\/li>\n<li><strong>\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u56de\u907f\u7387<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u307e\u305f\u306f\u81ea\u52d5\u30d5\u30ed\u30fc\u3092\u4ecb\u3057\u3066\u89e3\u6c7a\u3055\u308c\u305f\u554f\u3044\u5408\u308f\u305b\u306e\u5272\u5408\u3002\u91cd\u8981\u6027\uff1a\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u524a\u6e1b\u3057\u3001\u30b5\u30dd\u30fc\u30c8\u3092\u30b9\u30b1\u30fc\u30eb\u3057\u307e\u3059\uff1b\u56de\u907f\u304cCSAT\u3092\u640d\u306a\u308f\u306a\u3044\u3088\u3046\u306b\u76e3\u8996\u3057\u307e\u3059\u3002\u79c1\u306fMessenger Bot\u3092\u4f7f\u7528\u3057\u3066\u30eb\u30fc\u30c1\u30f3\u30c1\u30e3\u30c3\u30c8\u30d5\u30ed\u30fc\u3092\u81ea\u52d5\u5316\u3057\u3001\u56de\u907f\u3092\u8ffd\u8de1\u3057\u3066\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u8907\u96d1\u3067\u9ad8\u3044\u5171\u611f\u3092\u8981\u3059\u308b\u30b1\u30fc\u30b9\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002.<\/li>\n<li><strong>\u89e3\u6c7a\u6642\u9593 \/ \u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\uff08TTR\uff09<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30c1\u30b1\u30c3\u30c8\u4f5c\u6210\u304b\u3089\u89e3\u6c7a\u307e\u3067\u306e\u4e2d\u592e\u5024\u307e\u305f\u306f\u5e73\u5747\u6642\u9593\u3002\u91cd\u8981\u6027\uff1a\u904b\u7528\u52b9\u7387\u306e\u305f\u3081\u306e\u6210\u679c\u6307\u6a19\uff1b\u8907\u96d1\u3055\u3068\u9867\u5ba2\u4fa1\u5024\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30a2\u30c3\u30d7\u30bb\u30eb \/ \u7dad\u6301\u306e\u5f71\u97ff<\/strong> \u2014 \u5b9a\u7fa9\uff1a\u30b5\u30dd\u30fc\u30c8\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u8d77\u56e0\u3059\u308b\u53ce\u76ca\u307e\u305f\u306f\u7dad\u6301\u30a4\u30d9\u30f3\u30c8\u3002\u91cd\u8981\u6027\uff1a\u30b5\u30dd\u30fc\u30c8\u304c\u6210\u9577\u3068LTV\u306b\u4e0e\u3048\u308b\u5f71\u97ff\u3092\u793a\u3057\u3001\u9867\u5ba2\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306eKPI\u306b\u3088\u3063\u3066\u6295\u8cc7\u3092\u6b63\u5f53\u5316\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3055\u308c\u307e\u3059\u3002.<\/li>\n<\/ul>\n<h3>KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b\uff1aCSAT\u3001FCR\u3001AHT\u3001NPS\u3001SLA\uff08\u9867\u5ba2\u30b1\u30a2\u306eKPI\u4f8b\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b\uff09<\/h3>\n<p>\u7d4c\u9a13\uff08CSAT\u3001NPS\uff09\u3001\u52b9\u679c\uff08FCR\u3001TTR\uff09\u3001\u52b9\u7387\uff08AHT\u3001FRT\uff09\u3001\u304a\u3088\u3073\u8ca1\u52d9\u6307\u6a19\uff08\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3001\u30a2\u30c3\u30d7\u30bb\u30eb\u5f71\u97ff\uff09\u3092\u7d44\u307f\u5408\u308f\u305b\u305f\u7c21\u6f54\u3067\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305fKPI\u30bb\u30c3\u30c8\u3092\u63a8\u5968\u3057\u307e\u3059\u3002\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30c1\u30fc\u30e0KPI\u30923\u301c7\u306b\u5236\u9650\u3057\u3001KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3067\u5b9a\u7fa9\u3092\u6a19\u6e96\u5316\u3057\u3066\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u304c\u30c1\u30e3\u30cd\u30eb\u3084\u30b3\u30db\u30fc\u30c8\u9593\u3067\u4e00\u8cab\u3059\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u5b9f\u7528\u7684\u306a\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u4f8b\u306b\u3064\u3044\u3066\u306f\u3001\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u3068\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3057\u3066\u3001\u5c55\u958b\u3092\u52a0\u901f\u3057\u3001\u6e2c\u5b9a\u306e\u885b\u751f\u3092\u7dad\u6301\u3057\u307e\u3059\u3002KPI\u306e\u5b9a\u7fa9\u3001\u6240\u6709\u6a29\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u7bc4\u56f2\u3001\u305d\u3057\u3066\u30ea\u30ba\u30e0\u30921\u3064\u306e\u6587\u66f8\u306b\u57cb\u3081\u8fbc\u307f\uff08KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9PDF\u3068\u3057\u3066\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u53ef\u80fd\uff09\u3001\u5f79\u5272\u7279\u6709\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u516c\u958b\u3057\u3066\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3068KPI\u9867\u5ba2\u30b1\u30a2\u4ee3\u8868\u8005\u304c\u512a\u5148\u4e8b\u9805\u3092\u7406\u89e3\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u81ea\u52d5\u5316\u3084\u30b5\u30fc\u30c9\u30d1\u30fc\u30c6\u30a3\u306eAI\u3092\u5c0e\u5165\u3059\u308b\u969b\u306f\u3001\u30c1\u30e3\u30cd\u30ebKPI\uff08KPI\u9867\u5ba2\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u304a\u3088\u3073KPI\u9867\u5ba2\u30b1\u30a2\u30e1\u30fc\u30eb\uff09\u306e\u5909\u5316\u3092\u76e3\u8996\u3057\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u56de\u907f\u304cCSAT\u3092\u4f4e\u4e0b\u3055\u305b\u308b\u3053\u3068\u306a\u304f\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002Brain Pod AI\u306f\u3001\u30c1\u30fc\u30e0\u304c\u591a\u8a00\u8a9e\u306e\u30d8\u30eb\u30d7\u30b3\u30f3\u30c6\u30f3\u30c4\u3084\u30b7\u30df\u30e5\u30ec\u30fc\u30b7\u30e7\u30f3\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30b7\u30ca\u30ea\u30aa\u3092\u30b9\u30b1\u30fc\u30eb\u30a2\u30c3\u30d7\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3067\u304d\u308b\u751f\u6210\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u3001\u4eba\u9593\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u3092\u88dc\u5b8c\u3057\u306a\u304c\u3089QA\u306e\u76e3\u8996\u3092\u7dad\u6301\u3057\u307e\u3059\u3002.<\/p>\n<p>\u3055\u3089\u306a\u308b\u4f8b\u3084\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u30ac\u30a4\u30c0\u30f3\u30b9\u306b\u3064\u3044\u3066\u306f\u3001Zendesk\u3084\u30cf\u30fc\u30d0\u30fc\u30c9\u30d3\u30b8\u30cd\u30b9\u30ec\u30d3\u30e5\u30fc\u306a\u3069\u306e\u696d\u754c\u30ea\u30bd\u30fc\u30b9\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u305d\u308c\u3089\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3092\u81ea\u793e\u306eKPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30ed\u30b8\u30b9\u30c6\u30a3\u30af\u30b9\u3084KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30d0\u30f3\u30af\u30bb\u30b0\u30e1\u30f3\u30c6\u30fc\u30b7\u30e7\u30f3\u3068\u7d44\u307f\u5408\u308f\u305b\u3066\u3001\u73fe\u5b9f\u7684\u306a\u76ee\u6a19\u3068\u7d99\u7d9a\u7684\u6539\u5584\u30b5\u30a4\u30af\u30eb\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002.<\/p>\n<h2>\u6bce\u65e5\u8ffd\u8de1\u3059\u3079\u304d\u4e3b\u8981\u6307\u6a19<\/h2>\n<h3>\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e4\u3064\u306e\u6307\u6a19\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u79c1\u304c\u6bce\u65e5\u8ffd\u8de1\u3059\u308b4\u3064\u306e\u4e3b\u8981\u6307\u6a19\u306f\u3001\u521d\u56de\u5fdc\u7b54\u6642\u9593\uff08FRT\uff09\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u3001\u304a\u3088\u3073\u89e3\u6c7a\u6642\u9593\uff08TTR\uff09\u3067\u3059\u3002FRT\u306f\u3001\u8a8d\u8b58\u3055\u308c\u305f\u5fdc\u7b54\u6027\u3068\u30c8\u30ea\u30a2\u30fc\u30b8\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u30c1\u30e3\u30cd\u30eb\uff08\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3054\u3068\u306b\u4e2d\u592e\u5024\u306890\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u306eFRT\u3092\u5831\u544a\u3057\u3066\u3001\u5916\u308c\u5024\u3092\u907f\u3051\u307e\u3059\u3002CSAT\u306f\u4f53\u9a13\u306e\u53d6\u5f15\u7684\u306a\u898b\u65b9\u3092\u63d0\u4f9b\u3057\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\u30c1\u30fc\u30e0\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u6700\u3082\u8fc5\u901f\u306a\u30b7\u30b0\u30ca\u30eb\u3068\u306a\u308a\u307e\u3059\u3002NPS\u306f\u9577\u671f\u7684\u306a\u5fe0\u8aa0\u5fc3\u3068\u53ce\u76ca\u3078\u306e\u5f71\u97ff\u3092\u6349\u3048\u3001CSAT\u3092\u88dc\u5b8c\u3059\u308b\u3053\u3068\u3067\u3001\u5373\u6642\u306e\u4fee\u6b63\u3068\u6226\u7565\u7684\u306a\u88fd\u54c1\u306e\u554f\u984c\u3092\u533a\u5225\u3067\u304d\u307e\u3059\u3002TTR\uff08\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\uff09\u306f\u3001\u904b\u7528\u52b9\u7387\u3068\u8907\u96d1\u3055\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002FCR\u3068\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u9577\u3044\u89e3\u6c7a\u6642\u9593\u304c\u8907\u96d1\u3055\u306b\u3088\u308b\u3082\u306e\u304b\u30d7\u30ed\u30bb\u30b9\u306e\u30ae\u30e3\u30c3\u30d7\u306b\u3088\u308b\u3082\u306e\u304b\u3092\u5224\u65ad\u3067\u304d\u307e\u3059\u3002.<\/p>\n<p>KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3067\u5b9a\u7fa9\u3092\u6a19\u6e96\u5316\u3057\u3001\u300c\u521d\u56de\u5fdc\u7b54\u300d\u3068\u300c\u89e3\u6c7a\u300d\u304c\u30c1\u30e3\u30cd\u30eb\u3084\u30c1\u30fc\u30e0\u9593\u3067\u540c\u3058\u610f\u5473\u3092\u6301\u3064\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u3059\u3079\u3066\u306e4\u3064\u306e\u6307\u6a19\u3092\u30c1\u30e3\u30cd\u30eb\uff08kpi\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u3001kpi\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3001\u9867\u5ba2\u30b3\u30db\u30fc\u30c8\uff08\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u5bfeSMB\uff09\u3001\u304a\u3088\u3073\u88fd\u54c1\u30e9\u30a4\u30f3\uff08kpi\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u9280\u884c\u3001kpi\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u7269\u6d41\uff09\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u3001\u8aa4\u89e3\u3092\u62db\u304f\u5e73\u5747\u5024\u3092\u907f\u3051\u307e\u3059\u3002\u65e5\u5e38\u696d\u52d9\u3067\u306f\u3001\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306bFRT\u3068\u30d0\u30c3\u30af\u30ed\u30b0\u30a2\u30e9\u30fc\u30c8\u3092\u8868\u793a\u3057\u3001\u65e9\u671f\u8b66\u544a\u306e\u305f\u3081\u306bCSAT\u30c8\u30ec\u30f3\u30c9\u3092\u78ba\u8a8d\u3057\u3001\u4fdd\u6301\u30ea\u30b9\u30af\u3092\u691c\u51fa\u3059\u308b\u305f\u3081\u306bNPS\u30ed\u30fc\u30eb\u30b3\u30db\u30fc\u30c8\u3092\u6bce\u9031\u76e3\u8996\u3057\u307e\u3059\u3002.<\/p>\n<h3>\u904b\u7528\u6307\u6a19\u5bfe\u4f53\u9a13\u6307\u6a19\uff08kpi\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u756a\u53f7\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e5\u3064\u306e\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u306f\u4f55\u3067\u3059\u304b\uff09<\/h3>\n<p>\u904b\u7528\u6307\u6a19\uff08AHT\u3001FRT\u3001TTR\u3001\u30d0\u30c3\u30af\u30ed\u30b0\uff09\u306f\u30b9\u30eb\u30fc\u30d7\u30c3\u30c8\u3001\u30b3\u30b9\u30c8\u3001\u30d7\u30ed\u30bb\u30b9\u306e\u5065\u5eb7\u3092\u6e2c\u5b9a\u3057\u3001\u4f53\u9a13\u6307\u6a19\uff08CSAT\u3001NPS\u3001CES\uff09\u306f\u8a8d\u8b58\u3055\u308c\u305f\u54c1\u8cea\u3068\u5fe0\u8aa0\u5fc3\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u3092\u540c\u3058\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u306e2\u3064\u306e\u534a\u5206\u3068\u3057\u3066\u6271\u3044\u307e\u3059\uff1a\u904b\u7528KPI\u306f\u8fc5\u901f\u306b\u884c\u52d5\u3059\u3079\u304d\u5834\u6240\u3092\u793a\u3057\u3001\u4f53\u9a13KPI\u306f\u305d\u306e\u884c\u52d5\u304c\u7d50\u679c\u3092\u6539\u5584\u3057\u305f\u304b\u3069\u3046\u304b\u3092\u793a\u3057\u307e\u3059\u3002\u65e5\u5e38\u304a\u3088\u3073\u9031\u6b21\u30ec\u30d3\u30e5\u30fc\u306e\u305f\u3081\u306b\u7d44\u307f\u5408\u308f\u305b\u308b\u5178\u578b\u7684\u306a5\u3064\u306eKPI\u306f\u3001CSAT\u3001FRT\u3001FCR\u3001AHT\u3001TTR\u3067\u3059\u3002\u3053\u306e\u7d44\u307f\u5408\u308f\u305b\u306f\u3001\u30b9\u30d4\u30fc\u30c9\u3001\u52b9\u679c\u3001\u4f53\u9a13\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u53d6\u308a\u3001kpi\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u306b\u95a2\u3059\u308b\u4e00\u822c\u7684\u306a\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u4e00\u81f4\u3057\u307e\u3059\u3002.<\/p>\n<p>\u5b9f\u969b\u306b\u306f\u3001\u5f79\u5272\u7279\u6709\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\uff1a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u30b7\u30d5\u30c8\u306eAHT\u3068FCR\u3092\u76e3\u8996\u3057\u3001\u30c1\u30fc\u30e0\u30ea\u30fc\u30c0\u30fc\u306f\u65e5\u3005\u306eFRT\u3068\u30d0\u30c3\u30af\u30ed\u30b0\u3092\u76e3\u8996\u3057\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3068KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30b9\u30bf\u30c3\u30d5\u3084\u81ea\u52d5\u5316\u306e\u6c7a\u5b9a\u3092\u901a\u77e5\u3059\u308b\u305f\u3081\u306b\u3001\u30ed\u30fc\u30ea\u30f3\u30b0CSAT\u3001NPS\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u76e3\u8996\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u904b\u7528\u306e\u4eba\u54e1\u8a08\u753b\u306e\u305f\u3081\u306bKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306e\u6570\u5024\u3092\u8ffd\u8de1\u3057\u3001\u5b9a\u7fa9\u3092\u4e00\u8cab\u3055\u305b\u308b\u305f\u3081\u306bKPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002\u81ea\u52d5\u5316\u3084\u30dc\u30c3\u30c8\u3092\u5c55\u958b\u3059\u308b\u969b\u306b\u306f\u3001\u30c1\u30e3\u30f3\u30cd\u30eb\u30ec\u30d9\u30eb\u306e\u30b7\u30d5\u30c8\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u306e\u56de\u907f\u3001\u30e1\u30fc\u30eb\u306e\u30c8\u30ea\u30a2\u30fc\u30b8\uff09\u3092\u76e3\u8996\u3057\u3066\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u304c\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u6539\u5584\u3057\u306a\u304c\u3089CSAT\u3092\u4f4e\u4e0b\u3055\u305b\u306a\u3044\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002Messenger Bot\u3092\u4f7f\u7528\u3057\u3066\u30eb\u30fc\u30c1\u30f3\u30d5\u30ed\u30fc\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3088\u308a\u9ad8\u3044\u8907\u96d1\u3055\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u7dad\u6301\u3059\u308b\u306e\u306b\u5f79\u7acb\u3063\u3066\u3044\u307e\u3059\u3002.<\/p>\n<p><img src=\"https:\/\/messengerbot.app\/wp-content\/uploads\/2025\/11\/kpi-customer-care-385771.jpg\" alt=\"KPI\u9867\u5ba2\u30b1\u30a2\" loading=\"lazy\" decoding=\"async\" title=\"\"><\/p>\n<h2>\u30b5\u30dd\u30fc\u30c8\u52b9\u7387\u306b80\/20\u30eb\u30fc\u30eb\u3092\u9069\u7528\u3059\u308b<\/h2>\n<h3>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b80\/20\u30eb\u30fc\u30eb\u3068\u306f\u4f55\u3067\u3059\u304b\uff1f<\/h3>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b80\/20\u30eb\u30fc\u30eb\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u306e\u30d9\u30f3\u30c1\u30de\u30fc\u30af\u3067\u3042\u308a\u3001\u53d7\u4fe1\u30b3\u30fc\u30eb\uff08\u307e\u305f\u306f\u30b3\u30f3\u30bf\u30af\u30c8\uff09\u306e80\uff05\u304c20\u79d2\u4ee5\u5185\u306b\u5fdc\u7b54\u3055\u308c\u308b\u3079\u304d\u3067\u3042\u308b\u3068\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u300c80\/20 SLA\u300d\u3092\u30d0\u30e9\u30f3\u30b9\u306e\u53d6\u308c\u305f\u76ee\u6a19\u3068\u3057\u3066\u6271\u3063\u3066\u3044\u307e\u3059\uff1a\u3053\u308c\u306f\u9867\u5ba2\u4f53\u9a13\u3092\u4fdd\u8b77\u3057\u3064\u3064\u3001\u30b9\u30bf\u30c3\u30d5\u3068\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u3092\u5408\u7406\u7684\u306b\u4fdd\u3064\u3082\u306e\u3067\u3059\u3002\u904b\u7528\u4e0a\u3001\u3053\u306e\u6307\u6a19\u306f\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u52b4\u50cd\u529b\u8a08\u753b\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30dd\u30ea\u30b7\u30fc\u3092\u63a8\u9032\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u30aa\u30fc\u30d0\u30fc\u30d5\u30ed\u30fc\u3001\u30b3\u30fc\u30eb\u30d0\u30c3\u30af\u3001\u307e\u305f\u306f\u30dc\u30c3\u30c8\u306e\u5f15\u304d\u7d99\u304e\u306e\u30c8\u30ea\u30ac\u30fc\u3068\u3057\u3066\u4f7f\u7528\u3057\u3001\u76ee\u7684\u305d\u306e\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002.<\/p>\n<p>\u306a\u305c\u91cd\u8981\u304b: 80\/20\u3092\u9054\u6210\u3059\u308b\u3053\u3068\u3067\u3001\u653e\u68c4\u7387\u304c\u6e1b\u5c11\u3057\u3001\u8a8d\u8b58\u3055\u308c\u308b\u5fdc\u7b54\u6027\u304c\u5411\u4e0a\u3057\u3001CSAT\u304c\u5411\u4e0a\u3057\u3001\u89e3\u7d04\u7387\u304c\u4f4e\u4e0b\u3057\u307e\u3059\u3002\u6e2c\u5b9a\u65b9\u6cd5: \u5206\u5b50 = \u95be\u5024\u5185\u3067\u5fdc\u7b54\u3055\u308c\u305f\u30b3\u30fc\u30eb; \u5206\u6bcd = \u7dcf\u7740\u4fe1\u30b3\u30fc\u30eb\uff08\u77ed\u3044\u653e\u68c4\u3092\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u542b\u3081\u308b\u304b\u3069\u3046\u304b\u3092\u5b9a\u7fa9\u3057\u307e\u3059\uff09\u3002\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9: \u30c6\u30fc\u30eb\u9045\u5ef6\u3092\u96a0\u3055\u306a\u3044\u305f\u3081\u306b\u300180\/20\u306e\u5272\u5408\u3092\u4e2d\u592e\u5024\u304a\u3088\u307390\u30d1\u30fc\u30bb\u30f3\u30bf\u30a4\u30eb\u306e\u5f85\u6a5f\u6642\u9593\u3068\u5171\u306b\u5831\u544a\u3057\u307e\u3059\u3002\u30c1\u30e3\u30cd\u30eb\u304c\u591a\u69d8\u306a\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3067\u306f\u3001\u985e\u4f3c\u306eSLA\uff08\u4f8b: 30\u79d2\u4ee5\u5185\u306b\u5fdc\u7b54\u3055\u308c\u305f\u30c1\u30e3\u30c3\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8\u306e80%\uff09\u3092\u8868\u73fe\u3057\u3001KPI\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u3068\u97f3\u58f0\u306e\u76ee\u6a19\u3092\u6574\u5408\u3055\u305b\u307e\u3059\u3002.<\/p>\n<h3>\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u5411\u3051\u306e\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af: \u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u304c\u91cd\u8981\u306a\u5c11\u6570\u306b\u7126\u70b9\u3092\u5f53\u3066\u308b\u65b9\u6cd5\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\uff09<\/h3>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306eKPI\u3068\u3057\u3066\u3001\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u3092\u63a8\u9032\u3059\u308b\u91cd\u8981\u306a\u5c11\u6570\u306e\u6307\u6a19\u3001\u901a\u5e38\u306fCSAT\u3001FCR\u3001FRT\u3001\u304a\u3088\u307380\/20\u306e\u3088\u3046\u306a\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u76ee\u6a19\u3092\u512a\u5148\u3057\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u30c1\u30fc\u30e0\u306b\u5c55\u958b\u3057\u307e\u3059\u300280\/20\u306b\u57fa\u3065\u3044\u305f\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3092\u4f7f\u7528\u3057\u307e\u3059:<\/p>\n<ul>\n<li><strong>\u30dc\u30ea\u30e5\u30fc\u30e0\u30c9\u30e9\u30a4\u30d0\u30fc\u3092\u7279\u5b9a\u3059\u308b<\/strong> \u2014 \u88fd\u54c1\u3001\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u30c1\u30b1\u30c3\u30c8\u3068\u30b3\u30fc\u30eb\u306e\u30dc\u30ea\u30e5\u30fc\u30e0\u3092\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3057\u307e\u3059\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30ed\u30b8\u30b9\u30c6\u30a3\u30af\u30b9\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30d0\u30f3\u30af\uff09\u300220%\u306e\u554f\u984c\u304c80%\u306e\u5f85\u6a5f\u3092\u751f\u3080\u5834\u5408\u3001\u305d\u3053\u306b\u88fd\u54c1\u306e\u4fee\u6b63\u3084\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u66f4\u65b0\u306b\u7126\u70b9\u3092\u5f53\u3066\u307e\u3059\u3002.<\/li>\n<li><strong>\u5dee\u5225\u5316\u3055\u308c\u305fSLA\u3092\u8a2d\u5b9a\u3059\u308b<\/strong> \u2014 \u9ad8\u4fa1\u5024\u306e\u30b3\u30db\u30fc\u30c8\u306b\u306f\u53b3\u3057\u3044SLA\u3092\u9069\u7528\u3057\u3001\u56de\u907f\u53ef\u80fd\u306a\u30af\u30a8\u30ea\u306b\u306f\u7de9\u3044SLA\u3092\u9069\u7528\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u3092KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u516c\u958b\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30b9\u30b3\u30a2\u30ab\u30fc\u30c9\u3092\u5f79\u5272\u7279\u6709\u306e\u76ee\u6a19\u306b\u6574\u5408\u3055\u305b\u307e\u3059\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u4ee3\u8868\uff09\u3002.<\/li>\n<li><strong>\u30c8\u30ea\u30a2\u30fc\u30b8\u5c64\u3092\u81ea\u52d5\u5316\u3059\u308b<\/strong> \u2014 \u30dc\u30c3\u30c8\u30d5\u30ed\u30fc\u3092\u5c55\u958b\u3057\u3001\u30eb\u30fc\u30c1\u30f3\u30a4\u30f3\u30c6\u30f3\u30c8\u306e\u81ea\u52d5\u30c8\u30ea\u30a2\u30fc\u30b8\u3092\u884c\u3044\u307e\u3059\u3002\u79c1\u306f\u3001Messenger Bot\u3092\u4f7f\u7528\u3057\u3066\u4e00\u822c\u7684\u306a\u30b9\u30c6\u30fc\u30bf\u30b9\u30c1\u30a7\u30c3\u30af\u3068\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u51e6\u7406\u3057\u3001\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u9ad8\u3044\u52b4\u529b\u3068\u9ad8\u3044\u4fa1\u5024\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u30c7\u30d5\u30ec\u30af\u30b7\u30e7\u30f3\u30e1\u30c8\u30ea\u30af\u30b9\u3068CSAT\u3092\u76e3\u8996\u3057\u3066\u3001\u81ea\u52d5\u5316\u304c\u8ca0\u8377\u3092\u8efd\u6e1b\u3057\u3001\u4f53\u9a13\u3092\u640d\u306a\u308f\u306a\u3044\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30ea\u30ba\u30e0\u3068\u6240\u6709\u6a29<\/strong> \u2014 SLA\u9075\u5b88\u306e\u305f\u3081\u306e\u30aa\u30fc\u30ca\u30fc\u3092\u5272\u308a\u5f53\u3066\u300180\/20\u304c\u305a\u308c\u305f\u3068\u304d\u306b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30a2\u30e9\u30fc\u30c8\u3092\u4f5c\u6210\u3057\u3001\u8fc5\u901f\u306a\u4fee\u6b63\u30b9\u30d7\u30ea\u30f3\u30c8\uff08\u4eee\u306e\u518d\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u30b3\u30fc\u30eb\u30d0\u30c3\u30af\u30d0\u30fc\u30b9\u30c8\u3001\u307e\u305f\u306f\u5c02\u9580\u30c1\u30fc\u30e0\u3078\u306e\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\uff09\u3092\u5b9f\u884c\u3057\u307e\u3059\u3002.<\/li>\n<li><strong>\u5f71\u97ff\u3092\u6e2c\u5b9a\u3059\u308b<\/strong> \u2014 \u30b9\u30bf\u30c3\u30d5\u3084\u81ea\u52d5\u5316\u3092\u8abf\u6574\u3059\u308b\u969b\u306b\u3001\u4e0b\u6d41\u306eKPI\uff08CSAT\u3001\u89e3\u7d04\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\uff09\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002\u77ed\u3044\u30c6\u30b9\u30c8\u30a6\u30a3\u30f3\u30c9\u30a6\uff087\u301c14\u65e5\uff09\u3092\u4f7f\u7528\u3057\u3001\u6539\u5584\u3092\u78ba\u8a8d\u3059\u308b\u305f\u3081\u306b\u30d9\u30fc\u30b9\u30e9\u30a4\u30f3\u3068\u6bd4\u8f03\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u3053\u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3092\u904b\u7528\u5316\u3059\u308b\u305f\u3081\u306e\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u5177\u4f53\u7684\u306aKPI\u306e\u4f8b\u306b\u3064\u3044\u3066\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u3053\u308c\u306b\u3088\u308a\u3001KPI\u306e\u610f\u5473\u3068\u6240\u6709\u6a29\u304c\u30c1\u30fc\u30e0\u9593\u3067\u6a19\u6e96\u5316\u3055\u308c\u307e\u3059\u3002\u76ee\u6a19\u306f\u30b7\u30f3\u30d7\u30eb\u3067\u3059\uff1a80\/20\u30eb\u30fc\u30eb\u306b\u57fa\u3065\u3044\u3066\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u306e\u6c7a\u5b9a\u3092\u5c0e\u304d\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306e\u4f5c\u696d\u304c\u6e80\u8db3\u5ea6\u3001\u30b3\u30b9\u30c8\u3001\u7dad\u6301\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u5c11\u6570\u306e\u30ec\u30d0\u30fc\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<h2>\u30ac\u30d0\u30ca\u30f3\u30b9\u3001\u5831\u544a\u3001\u7d99\u7d9a\u7684\u6539\u5584<\/h2>\n<h3>SLA\u30ac\u30d0\u30ca\u30f3\u30b9\u3068\u5831\u544a\u306e\u30ea\u30ba\u30e0\u3092\u8a2d\u5b9a\u3059\u308b\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2KPI\uff09<\/h3>\n<p>\u79c1\u306f\u3001\u3059\u3079\u3066\u306e\u30c1\u30fc\u30e0\u304c\u4f7f\u7528\u3059\u308bKPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306b\u76ee\u6a19\u3001\u30aa\u30fc\u30ca\u30fc\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30d1\u30b9\u3092\u660e\u6587\u5316\u3059\u308b\u3053\u3068\u3067SLA\u30ac\u30d0\u30ca\u30f3\u30b9\u3092\u78ba\u7acb\u3057\u307e\u3059\u3002KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u306e\u305f\u3081\u306b\u3001\u30c1\u30e3\u30cd\u30eb\u56fa\u6709\u306eSLA\uff08\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\uff09\u3092\u5b9a\u7fa9\u3057\u3001\u6e2c\u5b9a\u53ef\u80fd\u306a\u6307\u6a19\u306b\u7d50\u3073\u4ed8\u3051\u307e\u3059\uff1a\u30c8\u30ea\u30a2\u30fc\u30b8\u306e\u305f\u3081\u306eFRT\u3001\u52b9\u679c\u306e\u305f\u3081\u306eFCR\u3001\u5951\u7d04\u4e0a\u306e\u7fa9\u52d9\u306e\u305f\u3081\u306eSLA\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3002\u5404SLA\u30a8\u30f3\u30c8\u30ea\u306b\u306f\u3001\u5b9a\u7fa9\u3001\u5206\u5b50\/\u5206\u6bcd\u30eb\u30fc\u30eb\u3001\u8a31\u5bb9\u3055\u308c\u308b\u4f8b\u5916\u3001\u4fee\u6b63\u8cac\u4efb\u306e\u3042\u308b\u30aa\u30fc\u30ca\u30fc\u304c\u542b\u307e\u308c\u307e\u3059\u3002.<\/p>\n<p>\u79c1\u306e\u5831\u544a\u306e\u983b\u5ea6\u306f\u5c64\u72b6\u3067\u3059\uff1a\u904b\u7528\u9055\u53cd\uff08FRT\u3068\u30d0\u30c3\u30af\u30ed\u30b0\uff09\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30a2\u30e9\u30fc\u30c8\u3001\u30d5\u30ed\u30f3\u30c8\u30e9\u30a4\u30f3\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306e\u65e5\u6b21\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\uff08AHT\u3001\u30aa\u30fc\u30d7\u30f3\u30c1\u30b1\u30c3\u30c8\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u6570\uff09\u3001\u30c1\u30fc\u30e0\u30ea\u30fc\u30c0\u30fc\u306e\u305f\u3081\u306e\u9031\u6b21\u6226\u8853\u30ec\u30d3\u30e5\u30fc\uff08CSAT\u30c8\u30ec\u30f3\u30c9\u3001\u518d\u63a5\u89e6\u7387\uff09\u3002\u6708\u6b21\u304a\u3088\u3073\u56db\u534a\u671f\u306e\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u30ec\u30dd\u30fc\u30c8\u306f\u3001\u30ea\u30fc\u30c7\u30a3\u30f3\u30b0\u30a4\u30f3\u30b8\u30b1\u30fc\u30bf\u30fc\u3092\u30d3\u30b8\u30cd\u30b9\u6210\u679c\uff08NPS\u3001\u89e3\u7d04\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\uff09\u306b\u7d71\u5408\u3057\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u304c\u30b5\u30dd\u30fc\u30c8\u306e\u4fdd\u6301\u304a\u3088\u3073\u53ce\u76ca\u3078\u306e\u5f71\u97ff\u3092\u78ba\u8a8d\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<p>\u79c1\u304c\u4f7f\u7528\u3059\u308b\u30ac\u30d0\u30ca\u30f3\u30b9\u30c1\u30a7\u30c3\u30af\u30ea\u30b9\u30c8:<\/p>\n<ul>\n<li>\u5358\u4e00\u306eKPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3092\u516c\u958b\u3059\u308b\uff08\u5b9a\u7fa9\u3001\u30aa\u30fc\u30ca\u30fc\u3001\u8a08\u7b97\u4f8b\uff09\u3002.<\/li>\n<li>SLA\u30aa\u30fc\u30ca\u30fc\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u30c8\u30ea\u30ac\u30fc\u3092\u5272\u308a\u5f53\u3066\u3001\u30aa\u30fc\u30ca\u30fc\u3092\u30ad\u30e5\u30fc\u3068\u88fd\u54c1\u30c1\u30fc\u30e0\u306b\u30de\u30c3\u30d4\u30f3\u30b0\u3057\u307e\u3059\u3002.<\/li>\n<li>\u983b\u5ea6\u3092\u8a2d\u5b9a\u3057\u307e\u3059\uff1a\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30a2\u30e9\u30fc\u30c8 \u2192 \u65e5\u6b21\u904b\u7528\u30ec\u30d3\u30e5\u30fc \u2192 \u9031\u6b21\u30b3\u30fc\u30c1\u30f3\u30b0 \u2192 \u6708\u6b21\u6226\u7565\u30ec\u30d3\u30e5\u30fc\u3002.<\/li>\n<li>SLA\u30ec\u30d3\u30e5\u30fc\u306bQA\u304a\u3088\u3073\u5b9a\u6027\u7684\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u7d44\u307f\u8fbc\u3093\u3067\u3001\u30b9\u30d4\u30fc\u30c9\u76ee\u6a19\u304c\u54c1\u8cea\u3092\u640d\u306a\u308f\u306a\u3044\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u5b9f\u7528\u7684\u306a\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3068\u6a19\u6e96\u5b9a\u7fa9\u306e\u305f\u3081\u306b\u3001\u79c1\u306f <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae%e9%87%8d%e8%a6%81%e3%81%aa%e6%8c%87%e6%a8%99%e3%81%a8\/\">\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9KPI\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2kpi%e3%81%ae%e7%bf%92%e5%be%97-%e3%82%b5%e3%83%bc%e3%83%93%e3%82%b9%e3%80%81%e6%88%90%e5%8a%9f%e3%80%81%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%82%92%e9%ab%98%e3%82%81%e3%82%8b%e3%81%9f\/\">\u9867\u5ba2KPI\u30ac\u30a4\u30c9<\/a> \u3092\u53c2\u7167\u3057\u3066\u3001\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u306e\u4f5c\u6210\u3092\u52a0\u901f\u3057\u3001\u7d44\u7e54\u5168\u4f53\u3067KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u610f\u5473\u3092\u4e00\u8cab\u3055\u305b\u307e\u3059\u3002.<\/p>\n<h3>\u30c4\u30fc\u30eb\u3001\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u3001\u30b5\u30fc\u30c9\u30d1\u30fc\u30c6\u30a3\u306eAI\uff08\u95a2\u9023\u3059\u308b\u5834\u5408\u306fBrain Pod AI\u3092\u53c2\u7167\uff09\u3092\u7d71\u5408\u3057\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306e\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\uff08KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9PDF\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306eKPI\uff09<\/h3>\n<p>\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u3068AI\u3092\u7d71\u5408\u3057\u3066\u624b\u52d5\u8ca0\u8377\u3092\u6e1b\u3089\u3057\u3001KPI\u306e\u6210\u679c\u3092\u6539\u5584\u3057\u307e\u3059\uff1a\u30dc\u30c3\u30c8\u304c\u30eb\u30fc\u30c1\u30f3\u306e\u610f\u56f3\u3092\u51e6\u7406\u3057\u3001\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u304c\u512a\u5148\u30ad\u30e5\u30fc\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u3001\u5206\u6790\u304c\u88fd\u54c1\u30c1\u30fc\u30e0\u306e\u305f\u3081\u306b\u30b7\u30b9\u30c6\u30e0\u7684\u306a\u554f\u984c\u3092\u30d5\u30e9\u30b0\u3057\u307e\u3059\u3002\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u3092\u5c55\u958b\u3059\u308b\u969b\u306f\u3001\u30d1\u30a4\u30ed\u30c3\u30c8\u3001\u6e2c\u5b9a\u3001\u30b9\u30b1\u30fc\u30eb\u306e3\u6bb5\u968e\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u5b9f\u65bd\u3057\u3001\u81ea\u5df1\u30b5\u30fc\u30d3\u30b9\u306e\u56de\u907f\u7387\u3001CSAT\u30c7\u30eb\u30bf\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u306a\u3069\u306eKPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u4f8b\u3092\u8ffd\u8de1\u3057\u307e\u3059\u3002.<\/p>\n<p>\u79c1\u304c\u5f93\u3046\u30c4\u30fc\u30eb\u7d71\u5408\u30c1\u30a7\u30c3\u30af\u30ea\u30b9\u30c8:<\/p>\n<ul>\n<li>\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3068\u56de\u907f\u304b\u3089\u59cb\u3081\u307e\u3059\uff1a\u4e00\u822c\u7684\u306a\u30af\u30a8\u30ea\u306e\u305f\u3081\u306b\u81ea\u52d5\u30c8\u30ea\u30a2\u30fc\u30b8\u3092\u5b9f\u88c5\u3057\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30c1\u30e3\u30c3\u30c8\u3068KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u30e1\u30fc\u30eb\u306e\u5fdc\u7b54\u6642\u9593\u3092\u6539\u5584\u3057\u307e\u3059\u3002.<\/li>\n<li>\u8a08\u6e2c\u30c6\u30ec\u30e1\u30c8\u30ea\u30fc\uff1a\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u304c\u4e2d\u592e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3059\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3001KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3068KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u304c\u30c1\u30e3\u30cd\u30eb\u9593\u3067AHT\u3001FRT\u3001FCR\u3092\u6bd4\u8f03\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/li>\n<li>\u5f71\u97ff\u3092\u6e2c\u5b9a\u3057\u307e\u3059\uff1a\u77ed\u3044A\/B\u30c6\u30b9\u30c8\u3092\u5b9f\u65bd\u3057\u3001CSAT\u3001\u518d\u63a5\u89e6\u7387\u3001\u30c1\u30b1\u30c3\u30c8\u3042\u305f\u308a\u306e\u30b3\u30b9\u30c8\u3092\u6e2c\u5b9a\u3057\u3066\u304b\u3089\u30aa\u30fc\u30c8\u30e1\u30fc\u30b7\u30e7\u30f3\u3092\u30b9\u30b1\u30fc\u30eb\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u30b5\u30fc\u30c9\u30d1\u30fc\u30c6\u30a3\u306eAI\u306f\u30b3\u30f3\u30c6\u30f3\u30c4\u306e\u30ed\u30fc\u30ab\u30ea\u30bc\u30fc\u30b7\u30e7\u30f3\u3092\u52a0\u901f\u3057\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30b7\u30df\u30e5\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u751f\u6210\u3057\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3092\u30b9\u30b1\u30fc\u30eb\u3067\u304d\u307e\u3059\u3002Brain Pod AI\u306f\u3001\u30c1\u30fc\u30e0\u304c\u591a\u8a00\u8a9e\u306e\u30d8\u30eb\u30d7\u30b3\u30f3\u30c6\u30f3\u30c4\u3084\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30b7\u30ca\u30ea\u30aa\u3092\u4f5c\u6210\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3059\u308b\u751f\u6210\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u5b8c\u5168\u306a\u5c55\u958b\u306e\u524d\u306b\u3001\u6b63\u78ba\u6027\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7d71\u5408\u306e\u305f\u3081\u306b\u305d\u306e\u3088\u3046\u306a\u30d9\u30f3\u30c0\u30fc\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002.<\/p>\n<p>\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306e\u6b21\u306e\u30b9\u30c6\u30c3\u30d7:<\/p>\n<ul>\n<li>KPI\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3092KPI\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9PDF\u3068\u3057\u3066\u30a8\u30af\u30b9\u30dd\u30fc\u30c8\u3057\u3001SLA\u5b9a\u7fa9\u3068\u30aa\u30fc\u30ca\u30fc\u306e\u5f79\u5272\u3092\u542b\u3081\u3066\u914d\u5e03\u3057\u307e\u3059\u3002.<\/li>\n<li>\u4f7f\u7528\u3059\u308b <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88kpi%e3%81%ae%e4%be%8b-%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e3%81%a8%e3%83%91%e3%83%95%e3%82%a9%e3%83%bc%e3%83%9e%e3%83%b3%e3%82%b9\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8KPI\u306e\u4f8b<\/a> \u304a\u3088\u3073 <a href=\"https:\/\/messengerbot.app\/ja\/%e9%a1%a7%e5%ae%a2%e3%83%95%e3%82%a3%e3%83%bc%e3%83%89%e3%83%90%e3%83%83%e3%82%af%e3%81%ae%e8%bf%bd%e8%b7%a1%e3%82%92%e3%83%9e%e3%82%b9%e3%82%bf%e3%83%bc%e3%81%99%e3%82%8b%e3%81%9f%e3%82%81%e3%81%ae\/\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u8ffd\u8de1\u30ac\u30a4\u30c9<\/a> \u5b9a\u6027\u7684\u304a\u3088\u3073\u5b9a\u91cf\u7684\u306a\u30b7\u30b0\u30ca\u30eb\u3092\u6574\u5408\u3055\u305b\u308b\u305f\u3081\u306b\u3002.<\/li>\n<li>30\u301c90\u65e5\u9593\u306e\u81ea\u52d5\u5316\u30d1\u30a4\u30ed\u30c3\u30c8\u3092\u5b9f\u65bd\u3057\u3001\u9867\u5ba2\u30b1\u30a2\u306eKPI\u306e\u4f8b\u3092\u8ffd\u8de1\u3057\u3001\u6295\u8cc7\u6c7a\u5b9a\u306e\u305f\u3081\u306b\u9867\u5ba2\u30b1\u30a2\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306eKPI\u306b\u7d50\u679c\u3092\u63d0\u793a\u3057\u307e\u3059\u3002.<\/li>\n<\/ul>\n<p>\u6700\u5f8c\u306b\u3001\u7d99\u7d9a\u7684\u6539\u5584\u30eb\u30fc\u30d7\u3092\u7dad\u6301\u3057\u307e\u3059\uff1a\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3057\u3001\u30d7\u30ec\u30a4\u30d6\u30c3\u30af\u3092\u66f4\u65b0\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u518d\u8a13\u7df4\u3057\u3001\u81ea\u52d5\u5316\u3092\u7e70\u308a\u8fd4\u3057\u3066\u3001KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u30ed\u30b8\u30b9\u30c6\u30a3\u30af\u30b9\u3068KPI\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30d0\u30f3\u30af\u30c1\u30fc\u30e0\u304c\u3059\u3079\u3066\u3001\u53b3\u5bc6\u306aSLA\u3001\u660e\u78ba\u306a\u6240\u6709\u6a29\u3001\u304a\u3088\u3073\u6e2c\u5b9a\u53ef\u80fd\u306a\u6539\u5584\u306e\u6069\u6075\u3092\u53d7\u3051\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002.<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<input type=\"hidden\" value=\"\" data-essbisPostContainer=\"\" data-essbisPostUrl=\"https:\/\/messengerbot.app\/ja\/kpi-customer-care-meaning-the-4-ps-4-key-metrics-7-service-skills-the-80-20-rule-and-practical-kpi-customer-service-examples-for-managers-representatives\/\" data-essbisPostTitle=\"KPI Customer Care: Meaning, the 4 P&#8217;s, 4 Key Metrics, 7 Service Skills, the 80\/20 Rule and Practical KPI Customer Service Examples for Managers &#038; Representatives\" data-essbisHoverContainer=\"\"><p>Key Takeaways kpi customer care turns qualitative goals into measurable outcomes\u2014track CSAT, NPS, FCR, AHT and FRT to link support activity to retention and revenue. Use the 4 P&#8217;s (product, price, place, promotion) to choose KPIs that reveal root causes\u2014product tickets, price-tier churn, channel FRT and campaign-driven volume. Focus on the vital few: limit active KPIs to 3\u20137 (blend experience, effectiveness, efficiency, financial) so kpi customer service managers can act decisively. Operationalize ownership and cadence: assign KPI owners, standardize definitions in a KPI playbook, and adopt real-time alerts plus daily\/weekly\/monthly reviews. Measure soft skills with hard data\u2014map empathy, active listening and product knowledge to CSAT, FCR and QA scores for [&hellip;]<\/p>\n","protected":false},"author":14928,"featured_media":258381,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","rank_math_title":"","rank_math_description":"","rank_math_focus_keyword":"","rank_math_canonical_url":"","rank_math_robots":"","rank_math_facebook_title":"","rank_math_facebook_description":"","rank_math_twitter_title":"","rank_math_twitter_description":""},"categories":[31],"tags":[],"class_list":["post-258382","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/258382","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/users\/14928"}],"replies":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/comments?post=258382"}],"version-history":[{"count":0,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/posts\/258382\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media\/258381"}],"wp:attachment":[{"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/media?parent=258382"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/categories?post=258382"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/messengerbot.app\/ja\/wp-json\/wp\/v2\/tags?post=258382"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}