家電における コールセンターの改善事例
Contents
1.2. JUD L
3. 2 0 CRT I 2 3 29 46 7 1995 2002 2002 rra 1 69 sss 7 2 1995 7 7 72 2 9 0 9 0 1200000 1000000 800000 600000 400000 200000 7 1995 2002 1995 ms i 9 15 2 2 CRT 2 3 2 9 4 6 1972 7 2 923 1977
4. a IV ADSL i ADSL iP U se H AV HI AV 0C HH HHHLH Me 33 nn IT ae ko pan Yarina lat pa 1 O
5. CTI 2 3 AV H H Q amp A
6. s CTI IVR ACD Q amp A 1 CTI IVR 2 3 1
7. 1973 5 jh Eg l lt rl3 L k STAR 1992 gt CS S gt Strategic amp Creative Mind Rs ES pv lt T2 gt Total Customer Satisfaction Yo Tale e I K Tolalalellersay lt R2 gt Rapid Action 1
8. 11 3 TFT 20 28 1973 x Jx lt KO DX 4L F 4842 G L I 8k 9 2 WZ 41L 0 A Z O E 7 B 2 E 7549 k 22 6 LE I 2 x 1973 1 lt Z WASA 1973 2
9. IT II IV 1 AQUOS 2 I EC AP1 3
10. eg 1 OE 3 oD OD
11. 1 CTI FAX CTI 2 2 3 2 z NN ET US k ss a Emas x _ i N pea 7F X ES NE 0 DL Y 2 a SSS E a sn s an Pi FEE Voice ese
12. 2 ELSI 9mm 1982 57 1984 59 1986 61 1987 62 1988 63 1992 4 1993 5 1996 8 1998 10 1999 11 2000 12 2004 16 3 TFT A4
13. SHARP 1912 2002 90 80 1992 4 STAR2 1 1995 1998 6 P 1912 18
14. 200 DB 2 DB 3 AVAYA ICM Rooger Siebel Definity PG CTI Notes k B y C Notes BAACD DB I IVR FAX 7 Siebel AVAYA ICM Rooger PG Definity DB CTI PBX ACD T i t Notes CTI IVR
15. 4 02 Easy to Use Customer Oriented QC System ME Voce 5 Q a Voice _ Web _ Web 0 _ CS
16. 1 2 CS 3 mA
17. 300 24 800 lt AV Z m HL 2 ci Q Fa s D j apu PS l iS iu 1 1912 1915 4 1925 14 1929 4 1935 10 1942 17 1951 26 1953 28 1960 35 1962 37 1963 38 1964 39 1966 41 1969 44 1970 45 1970 45 1973 48 1975 50 1979 54 1979 54 30
18. 1986 6 OA 1989 OA 1990 100 1991 1992 OA 1995 1 1998 2000 100 2001 4 1 365 5 16 2 6 27 T essem caonopn HHHHHHLH HHHHHHH HHHHHHH HHHHHHH HHH HHHHHH HHHHHHH HHH HHHHHH HHHHHHH I HHHHHH HHHH
19. 9 15 TABDERR I E CR EH 4N0 Fs 2 F 22 We st y L It lt 3ETLTU LY T Gy m ll sl t t Qy T TW3mlF 1 ETTL 8 13123E 2K1ESL3E 1915 4 F L r LE 1935 10 30 2003 3 2 04687 500 2003 3 2 0032 1000 110 19 2003 3 728 0 100 149 6 AV 36 27 65 2003 4 56 100 31
20. DD DDD s 1 l c HHR S HHHHHHHHHHHHHHL TAR HDD j E8 Ya n ae won HH HBUl emil FA HUUTHHH HHHHHI m JU Uu I HHHHHHL HHHHHHL u HHHHHHH HHHHhH WEB GQ ESE 4 b 4 CRM UL HHHHHHHHHHHL
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