{"id":5606,"date":"2023-11-23T20:39:18","date_gmt":"2023-11-23T11:39:18","guid":{"rendered":"https:\/\/dgloss.co.jp\/?post_type=column&p=5606"},"modified":"2023-11-24T21:06:55","modified_gmt":"2023-11-24T12:06:55","slug":"att","status":"publish","type":"column","link":"https:\/\/dgloss.co.jp\/en\/column\/att\/","title":{"rendered":"ATT\u3068\u306f\uff1f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u610f\u5473\u3084\u9577\u304f\u306a\u308b\u539f\u56e0\u30fb\u77ed\u7e2e\u65b9\u6cd5\u3092\u89e3\u8aac"},"content":{"rendered":"\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

\u751f\u7523\u6027\u3092\u91cd\u8996\u3057\u305f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u306b\u306f\u3001ATT\u306e\u77ed\u7e2e\u304c\u6b20\u304b\u305b\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

\u3057\u304b\u3057\u3001ATT\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u3084\u7d4c\u9a13\u306b\u3088\u3063\u3066\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

ATT\u3092\u77ed\u7e2e\u3057\u305f\u3044\u3068\u601d\u3063\u3066\u3082\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3088\u308b\u5dee\u304c\u3042\u308b\u4ee5\u4e0a\u8ab2\u984c\u3092\u89e3\u6d88\u3067\u304d\u305a\u60a9\u3080\u7ba1\u7406\u8005\u306f\u5c11\u306a\u304f\u306a\u3044\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

\u305d\u3053\u3067\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308bATT\u306e\u610f\u5473\u3084\u9577\u304f\u306a\u308b\u539f\u56e0<\/strong>\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002\u77ed\u7e2e\u65b9\u6cd5\u306b\u3064\u3044\u3066\u3082\u89e3\u8aac\u3057\u307e\u3059\u306e\u3067\u3001\u305c\u3072\u53c2\u8003\u306b\u3057\u3066\u307f\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

ATT\u3068\u306f1\u30b3\u30fc\u30eb\u3042\u305f\u308a\u306b\u304b\u304b\u308b\u9867\u5ba2\u3068\u306e\u5e73\u5747\u901a\u8a71\u6642\u9593<\/h2>\n\n\n\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

ATT\uff08Average Talk Time\uff09\u3068\u306f\u30011\u4ef6\u306e\u901a\u8a71\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8868\u3059\u6307\u6a19<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u306b\u306f\u3055\u307e\u3056\u307e\u306a\u8ab2\u984c\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u751f\u7523\u6027\u3092\u91cd\u8996\u3059\u308b\u306a\u3089\u3001ATT\u306f\u91cd\u8981\u306a\u6307\u6a19\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

\u307e\u305f\u3001\u751f\u7523\u6027\u306b\u95a2\u3059\u308b\u6307\u6a19\u3067\u306f\u3001ACW\uff08After Call Work\uff09\u3084AHT\uff08Average Handling Time\uff09\u3082\u95a2\u4fc2\u3057\u3066\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u306b\u95a2\u308f\u308b\u6307\u6a19\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n\n\n\n

\u6307\u6a19<\/th>\u610f\u5473<\/th><\/tr>
ATT<\/td>\u5e73\u5747\u901a\u8a71\u6642\u9593<\/td><\/tr>
ACW<\/td>\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593<\/td><\/tr>
AHT<\/td>\u5e73\u5747\u51e6\u7406\u6642\u9593<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

ACW\u3068\u306f\u3001\u901a\u8a71\u3092\u7d42\u3048\u305f\u5f8c\u306e\u51e6\u7406\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u6307\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9867\u5ba2\u3068\u306e\u901a\u8a71\u3092\u7d42\u3048\u305f\u5f8c\u306b\u3001\u30b7\u30b9\u30c6\u30e0\u3078\u306e\u5165\u529b\u3084\u4e0a\u53f8\u3078\u306e\u5831\u544a\u306a\u3069\u5f8c\u51e6\u7406\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u306e\u3053\u3068\u3067\u3059\u3002<\/p>\n\n\n\n

AHT\u306f\u3001ATT\u3068ACW\u306e\u5408\u8a08\u3067\u5272\u308a\u51fa\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

\u3044\u305a\u308c\u306e\u6307\u6a19\u3082\u3001\u77ed\u3044\u307b\u3069\u751f\u7523\u6027\u306f\u9ad8\u3044<\/strong>\u3053\u3068\u3092\u8868\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09\u304c\u9577\u304f\u306a\u308b2\u3064\u306e\u8981\u56e0<\/h2>\n\n\n\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

\u305d\u308c\u3067\u306f\u3001ATT\u304c\u9577\u304f\u306a\u308b2\u3064\u306e\u8981\u56e0\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

    \n
  1. \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u8981\u70b9\u3092\u7406\u89e3\u3057\u3066\u3044\u306a\u3044<\/li>\n\n\n\n
  2. \u9867\u5ba2\u306e\u8a71\u304c\u9577\u3044<\/li>\n<\/ol>\n\n\n\n

    \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u8981\u70b9\u3092\u7406\u89e3\u3057\u3066\u3044\u306a\u3044<\/h3>\n\n\n\n

    \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u8981\u70b9\u3092\u7406\u89e3\u3057\u306a\u3044\u307e\u307e\u3067\u306f\u3001\u4f1a\u8a71\u304c\u9577\u304f\u306a\u308a\u307e\u3059<\/strong>\u3002<\/p>\n\n\n\n

    \u5165\u3063\u3066\u9593\u3082\u306a\u3044\u65b0\u4eba\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5834\u5408\u306f\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u3064\u3044\u3066\u306e\u7406\u89e3\u304c\u4e0d\u5341\u5206\u306a\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

    \u307e\u305f\u3001\u7d4c\u9a13\u304c\u3042\u3063\u3066\u3082\u30c8\u30fc\u30af\u30b9\u30ad\u30eb\u306b\u4e4f\u3057\u3044\u3068\u3001\u8aac\u660e\u304c\u56de\u308a\u304f\u3069\u304f\u306a\u3063\u305f\u308a\u3001\u9053\u7b4b\u3092\u7acb\u3066\u305f\u4f1a\u8a71\u304c\u3067\u304d\u306a\u304b\u3063\u305f\u308a\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

    \u77e5\u8b58\u304c\u3042\u3063\u3066\u3082\u5c02\u9580\u7528\u8a9e\u3092\u4f7f\u3046\u3068\u3001\u9867\u5ba2\u304c\u7406\u89e3\u3067\u304d\u306a\u3044\u305f\u3081\u8aac\u660e\u3059\u308b\u306e\u306b\u6642\u9593\u304c\u304b\u304b\u308b<\/strong>\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

    \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b9\u30ad\u30eb\u306f\u3001\u6559\u80b2\u306e\u5fb9\u5e95\u3067\u6539\u5584\u3067\u304d\u307e\u3059\u304c\u3001\u6559\u80b2\u4f53\u5236\u304c\u6574\u3063\u3066\u3044\u306a\u3051\u308c\u3070\u8eab\u306b\u3064\u3051\u3089\u308c\u307e\u305b\u3093<\/font><\/strong>\u3002<\/p>\n\n\n\n

    \u9867\u5ba2\u306e\u8a71\u304c\u9577\u3044<\/h3>\n\n\n\n

    \u9867\u5ba2\u306e\u8a71\u304c\u9577\u3044\u306e\u3082ATT\u306b\u95a2\u4fc2\u3057\u3066\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

    \u96d1\u8ac7\u304c\u597d\u304d\u306a\u65b9\u3084\u5e74\u914d\u306e\u65b9\u306f\u3001\u6bd4\u8f03\u7684\u8a71\u304c\u9577\u304f\u306a\u308b\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002\u3057\u304b\u3057\u5927\u4e8b\u306a\u9867\u5ba2\u3067\u3042\u308b\u4ee5\u4e0a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u9014\u4e2d\u3067\u8a71\u3092\u906e\u308b\u3053\u3068\u306f\u3067\u304d\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

    \u7d14\u7c8b\u306b\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u3064\u3044\u3066\u306e\u7406\u89e3\u3092\u6df1\u3081\u305f\u3044\u3068\u601d\u3063\u3066\u3044\u3066\u3082\u3001\u7406\u89e3\u3059\u308b\u306e\u306b\u6642\u9593\u304c\u304b\u304b\u308c\u3070\u305d\u306e\u5206\u8a71\u3082\u9577\u304f\u306a\u3063\u3066\u3057\u307e\u3046\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

    \u305f\u3060\u3057\u3001\u9867\u5ba2\u306e\u8a71\u304c\u9577\u3044\u4ef6\u306b\u3064\u3044\u3066\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u5bfe\u5fdc\u304c\u96e3\u3057\u3044\u306e\u3082\u8ab2\u984c<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

    \u9014\u4e2d\u3067\u8a71\u3092\u906e\u308b\u3053\u3068\u306f\u3067\u304d\u307e\u305b\u3093\u304c\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30c8\u30fc\u30af\u30b9\u30ad\u30eb\u3092\u8eab\u306b\u3064\u3051\u3046\u307e\u304f\u8a98\u5c0e\u3059\u308c\u3070\u3001ATT\u3092\u77ed\u7e2e\u3067\u304d\u308b<\/strong>\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

    ATT\u3092\u77ed\u7e2e\u3059\u308b\u65b9\u6cd56\u9078<\/h2>\n\n\n\n
    \n
    \"\"<\/figure>\n<\/figure>\n\n\n\n

    \u7d9a\u3044\u3066\u3001ATT\u3092\u77ed\u7e2e\u3059\u308b\u65b9\u6cd5\u30926\u3064\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

      \n
    1. \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u901a\u8a71\u5185\u5bb9\u3092\u5206\u6790\u3059\u308b<\/li>\n\n\n\n
    2. \u901a\u8a71\u6642\u9593\u306e\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b<\/li>\n\n\n\n
    3. \u30ed\u30fc\u30eb\u30d7\u30ec\u30a4\u30f3\u30b0\u7814\u4fee\u3092\u53d6\u308a\u5165\u308c\u308b<\/li>\n\n\n\n
    4. \u30de\u30cb\u30e5\u30a2\u30eb\u30fb\u30c8\u30fc\u30af\u30b9\u30af\u30ea\u30d7\u30c8\u3092\u6d3b\u7528\u3059\u308b<\/li>\n\n\n\n
    5. \u3088\u304f\u3042\u308b\u8cea\u554f\u30fbFAQ\u306a\u3069\u3092\u6d3b\u7528\u3059\u308b<\/li>\n\n\n\n
    6. \u5916\u90e8\u59d4\u8a17\u30b5\u30fc\u30d3\u30b9\u3092\u6d3b\u7528\u3059\u308b<\/li>\n<\/ol>\n\n\n\n

      \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u901a\u8a71\u5185\u5bb9\u3092\u5206\u6790\u3059\u308b<\/h3>\n\n\n\n

      \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u901a\u8a71\u5185\u5bb9\u3092\u5206\u6790\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

      \u901a\u8a71\u5185\u5bb9\u306e\u5206\u6790\u306b\u306f\u3001\u6587\u5b57\u8d77\u3053\u3057\u3084\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u306a\u3069\u306e\u30b7\u30b9\u30c6\u30e0\u3092\u5c0e\u5165<\/strong>\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

      \u30b7\u30b9\u30c6\u30e0\u306e\u5c0e\u5165\u306b\u306f\u8cbb\u7528\u304c\u304b\u304b\u308a\u307e\u3059\u304c\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u901a\u8a71\u5185\u5bb9\u3092\u53ef\u8996\u5316\u3057\u5206\u6790\u3067\u304d\u308c\u3070\u3001ATT\u306b\u95a2\u3059\u308b\u8ab2\u984c\u3082\u628a\u63e1\u3057\u3084\u3059\u304f\u306a\u308b<\/font><\/strong>\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

      \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u5168\u4f53\u306e\u72b6\u6cc1\u3092\u628a\u63e1\u3067\u304d\u308c\u3070\u3001\u8a71\u304c\u9577\u3044\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3082\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      \u901a\u8a71\u6642\u9593\u306e\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b<\/h3>\n\n\n\n

      \u901a\u8a71\u6642\u9593\u306e\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

      \u305f\u3060\u3057\u3001\u8a71\u304c\u9577\u3044\u304b\u3089\u3068\u30da\u30ca\u30eb\u30c6\u30a3\u3092\u8ab2\u3059\u306e\u306f\u3001\u304a\u3059\u3059\u3081\u3067\u304d\u307e\u305b\u3093\u3002\u8a71\u304c\u9577\u3044\u539f\u56e0\u304c\u76f8\u624b\u5074\u306b\u3042\u308b\u3068\u3059\u308c\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3067\u306e\u5bfe\u5fdc\u304c\u96e3\u3057\u304f\u3001\u304b\u3048\u3063\u3066\u9006\u52b9\u679c\u306b\u306a\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b<\/font><\/strong>\u304b\u3089\u3067\u3059\u3002<\/p>\n\n\n\n

      \u901a\u8a71\u6642\u9593\u306e\u8a2d\u5b9a\u306f\u3042\u304f\u307e\u3067\u3082\u76ee\u5b89<\/strong>\u3068\u3057\u3066\u3001\u81e8\u6a5f\u5fdc\u5909\u306b\u5bfe\u5fdc\u3059\u308b\u3088\u3046\u306b\u5fc3\u304c\u3051\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

      \u3069\u3046\u3057\u3066\u3082\u8a71\u304c\u9577\u304f\u306a\u3063\u3066\u3057\u307e\u3046\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u306f\u3001\u500b\u5225\u306b\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u884c\u3044\u5e73\u6e96\u5316\u3055\u305b\u308b\u3068\u3044\u3044\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

      \u30ed\u30fc\u30eb\u30d7\u30ec\u30a4\u30f3\u30b0\u7814\u4fee\u3092\u53d6\u308a\u5165\u308c\u308b<\/h3>\n\n\n\n

      \u30ed\u30fc\u30eb\u30d7\u30ec\u30a4\u30f3\u30b0\u7814\u4fee\u3092\u53d6\u308a\u5165\u308c\u308b\u306e\u3082\u6709\u52b9\u3067\u3059\u3002<\/p>\n\n\n\n

      \u30ed\u30fc\u30eb\u30d7\u30ec\u30a4\u30f3\u30b0\u7814\u4fee\u3067\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u8b1b\u5e2b\u3084\u4e0a\u53f8\u304c\u305d\u308c\u305e\u308c\u5f79\u3092\u6f14\u3058\u307e\u3059\u3002<\/p>\n\n\n\n

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      \n
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