{"id":8442,"date":"2026-09-22T18:48:03","date_gmt":"2026-09-22T15:18:03","guid":{"rendered":"https:\/\/telc.ir\/fa\/?p=8442"},"modified":"2026-09-23T12:51:15","modified_gmt":"2026-09-23T09:21:15","slug":"contact-center-kpis","status":"publish","type":"post","link":"https:\/\/telc.ir\/fa\/articles\/contact-center-kpis\/","title":{"rendered":"KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0686\u06cc\u0633\u062a\u061f \u0645\u0639\u0631\u0641\u06cc \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0647\u0627\u06cc \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u06a9\u0627\u0644 \u0633\u0646\u062a\u0631"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"8442\" class=\"elementor elementor-8442\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-215f2dd e-flex e-con-boxed e-con e-parent\" data-id=\"215f2dd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-64bc0d8a elementor-widget elementor-widget-text-editor\" data-id=\"64bc0d8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><strong>\u0645\u0642\u062f\u0645\u0647<\/strong><\/h2><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0642\u0631\u0627\u0631 \u0628\u0627\u0634\u062f \u0639\u0645\u0644\u06a9\u0631\u062f \u06cc\u06a9 <\/span>\u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<span style=\"font-weight: 400;\"> \u0631\u0627 \u0641\u0642\u0637 \u0628\u0627 \u062a\u0639\u062f\u0627\u062f \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u06cc\u0627 \u0634\u0644\u0648\u063a\u200c\u0628\u0648\u062f\u0646 \u0627\u067e\u0631\u0627\u062a\u0648\u0631\u0647\u0627 \u0628\u0633\u0646\u062c\u06cc\u0645\u060c \u062e\u06cc\u0644\u06cc \u0632\u0648\u062f \u062f\u0686\u0627\u0631 \u062e\u0637\u0627 \u0645\u06cc\u200c\u0634\u0648\u06cc\u0645.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u062f\u0631 \u0639\u0645\u0644\u060c \u0639\u0645\u0644\u06a9\u0631\u062f \u0648\u0627\u0642\u0639\u06cc \u06a9\u0627\u0644 \u0633\u0646\u062a\u0631 \u0641\u0642\u0637 \u0628\u0647 \u062d\u062c\u0645 \u062a\u0645\u0627\u0633 \u0648\u0627\u0628\u0633\u062a\u0647 \u0646\u06cc\u0633\u062a\u061b \u0628\u0644\u06a9\u0647 \u0628\u0647 \u06a9\u06cc\u0641\u06cc\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc\u060c \u0633\u0631\u0639\u062a \u0631\u0633\u06cc\u062f\u06af\u06cc\u060c \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc\u060c \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u062a\u06cc\u0645 \u0648 \u062a\u0648\u0627\u0646 \u062d\u0644 \u0645\u0633\u0626\u0644\u0647 \u0647\u0645 \u0628\u0633\u062a\u06af\u06cc \u062f\u0627\u0631\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646\u062c\u0627\u0633\u062a \u06a9\u0647 <\/span>KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<span style=\"font-weight: 400;\"> \u0627\u0647\u0645\u06cc\u062a \u067e\u06cc\u062f\u0627 \u0645\u06cc\u200c\u06a9\u0646\u0646\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">KPI \u06cc\u0627 \u0634\u0627\u062e\u0635 \u06a9\u0644\u06cc\u062f\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f\u060c \u0628\u0647 \u0633\u0627\u0632\u0645\u0627\u0646 \u06a9\u0645\u06a9 \u0645\u06cc\u200c\u06a9\u0646\u062f \u0628\u062f\u0627\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0622\u06cc\u0627 \u062a\u06cc\u0645 \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u06a9\u0627\u0631\u0622\u0645\u062f \u0639\u0645\u0644 \u0645\u06cc\u200c\u06a9\u0646\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0622\u06cc\u0627 \u0645\u0634\u062a\u0631\u06cc\u0627\u0646 \u0633\u0631\u06cc\u0639 \u0648 \u062f\u0631\u0633\u062a \u067e\u0627\u0633\u062e \u0645\u06cc\u200c\u06af\u06cc\u0631\u0646\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0622\u06cc\u0627 \u06a9\u06cc\u0641\u06cc\u062a \u062e\u062f\u0645\u0627\u062a \u062f\u0631 \u062d\u0627\u0644 \u0628\u0647\u0628\u0648\u062f \u0627\u0633\u062a \u06cc\u0627 \u0627\u0641\u062a \u06a9\u0631\u062f\u0647\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0622\u06cc\u0627 \u0645\u0646\u0627\u0628\u0639 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0628\u0647\u06cc\u0646\u0647 \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0648 \u0645\u0647\u0645\u200c\u062a\u0631 \u0627\u0632 \u0647\u0645\u0647\u060c \u0622\u06cc\u0627 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062f\u0631 \u062d\u0627\u0644 \u06a9\u0645\u06a9 \u0628\u0647 \u0627\u0647\u062f\u0627\u0641 \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u0627\u0633\u062a \u06cc\u0627 \u0641\u0642\u0637 \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u0631\u0627 \u0645\u062f\u06cc\u0631\u06cc\u062a \u0645\u06cc\u200c\u06a9\u0646\u062f\u061f<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u062f\u0631 \u0627\u06cc\u0646 \u0645\u0642\u0627\u0644\u0647\u060c \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 <\/span><b>\u0634\u0627\u062e\u0635 \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/b><span style=\"font-weight: 400;\"> \u0631\u0627 \u0628\u0631\u0631\u0633\u06cc \u0645\u06cc\u200c\u06a9\u0646\u06cc\u0645 \u0648 \u062a\u0648\u0636\u06cc\u062d \u0645\u06cc\u200c\u062f\u0647\u06cc\u0645 \u0647\u0631 KPI \u062f\u0642\u06cc\u0642\u0627\u064b \u0686\u0647 \u0686\u06cc\u0632\u06cc \u0631\u0627 \u0627\u0646\u062f\u0627\u0632\u0647 \u0645\u06cc\u200c\u06af\u06cc\u0631\u062f\u060c \u0647\u0631 \u06cc\u06a9 \u0627\u0632 \u0627\u06cc\u0646 \u0645\u0639\u06cc\u0627\u0631\u0647\u0627 \u062f\u0631 \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u06a9\u0627\u0644 \u0633\u0646\u062a\u0631 \u0686\u0647 \u0646\u0642\u0634\u06cc \u062f\u0627\u0631\u0646\u062f \u0648 \u0686\u0631\u0627 \u0645\u0647\u0645 \u0627\u0633\u062a \u0648 \u062f\u0631 \u0686\u0647 \u0634\u0631\u0627\u06cc\u0637\u06cc \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u062a\u0641\u0633\u06cc\u0631 \u0627\u0634\u062a\u0628\u0627\u0647 \u0627\u0632 \u0622\u0646\u060c \u062a\u0635\u0645\u06cc\u0645\u200c\u06af\u06cc\u0631\u06cc \u0645\u062f\u06cc\u0631\u06cc\u062a\u06cc \u0631\u0627 \u0645\u0646\u062d\u0631\u0641 \u06a9\u0646\u062f.<\/span><\/p><p>\u00a0<\/p><h2><b>KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0686\u06cc\u0633\u062a\u061f<\/b><\/h2><p><b>KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/b><span style=\"font-weight: 400;\"> \u06cc\u0627 Contact Center KPIs\u060c \u0645\u0639\u06cc\u0627\u0631\u0647\u0627\u06cc \u0642\u0627\u0628\u0644 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u0627\u0633\u062a \u06a9\u0647 \u0628\u0631\u0627\u06cc \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u062a\u06cc\u0645 \u067e\u0634\u062a\u06cc\u0628\u0627\u0646\u06cc\u060c \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc\u060c \u0641\u0631\u0648\u0634 \u06cc\u0627 \u062e\u062f\u0645\u0627\u062a \u0645\u0634\u062a\u0631\u06cc\u0627\u0646 \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635\u200c\u0647\u0627 \u0628\u0647 \u0645\u062f\u06cc\u0631\u0627\u0646 \u0648 \u0633\u0648\u067e\u0631\u0648\u0627\u06cc\u0632\u0631\u0647\u0627 \u06a9\u0645\u06a9 \u0645\u06cc\u200c\u06a9\u0646\u0646\u062f \u0628\u0647\u200c\u062c\u0627\u06cc \u0642\u0636\u0627\u0648\u062a \u06a9\u0644\u06cc \u0648 \u0630\u0647\u0646\u06cc\u060c \u0628\u0627 \u062f\u0627\u062f\u0647 \u062a\u0635\u0645\u06cc\u0645 \u0628\u06af\u06cc\u0631\u0646\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0628\u0631\u0627\u06cc \u0645\u062b\u0627\u0644\u060c \u0628\u0647\u200c\u062c\u0627\u06cc \u0627\u06cc\u0646\u06a9\u0647 \u0628\u06af\u0648\u06cc\u06cc\u0645 \u00ab\u062a\u06cc\u0645 \u0627\u0645\u0631\u0648\u0632 \u062e\u0648\u0628 \u0628\u0648\u062f\u00bb\u060c \u0645\u06cc\u200c\u062a\u0648\u0627\u0646 \u0628\u0631\u0631\u0633\u06cc \u06a9\u0631\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0686\u0646\u062f \u062f\u0631\u0635\u062f \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u062f\u0631 \u0632\u0645\u0627\u0646 \u0627\u0633\u062a\u0627\u0646\u062f\u0627\u0631\u062f \u067e\u0627\u0633\u062e \u062f\u0627\u062f\u0647 \u0634\u062f\u0646\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0645\u06cc\u0627\u0646\u06af\u06cc\u0646 \u0632\u0645\u0627\u0646 \u0631\u0633\u06cc\u062f\u06af\u06cc \u0628\u0647 \u062a\u0645\u0627\u0633 \u0686\u0642\u062f\u0631 \u0628\u0648\u062f\u0647\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0686\u0646\u062f \u062f\u0631\u0635\u062f \u0645\u0634\u06a9\u0644\u0627\u062a \u062f\u0631 \u0647\u0645\u0627\u0646 \u062a\u0645\u0627\u0633 \u0627\u0648\u0644 \u062d\u0644 \u0634\u062f\u0647\u200c\u0627\u0646\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0631\u0636\u0627\u06cc\u062a \u0645\u0634\u062a\u0631\u06cc \u0628\u0639\u062f \u0627\u0632 \u062a\u0645\u0627\u0633 \u062f\u0631 \u0686\u0647 \u0633\u0637\u062d\u06cc \u0628\u0648\u062f\u0647\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0622\u06cc\u0627 \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631 \u0645\u0634\u062a\u0631\u06cc \u0628\u06cc\u0634 \u0627\u0632 \u062d\u062f \u0628\u0627\u0644\u0627 \u0631\u0641\u062a\u0647 \u0627\u0633\u062a \u06cc\u0627 \u0646\u0647\u061f<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0628\u0647 \u0632\u0628\u0627\u0646 \u0633\u0627\u062f\u0647\u060c KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0647\u0645\u0627\u0646 \u0627\u0628\u0632\u0627\u0631\u0647\u0627\u06cc\u06cc \u0647\u0633\u062a\u0646\u062f \u06a9\u0647 \u0639\u0645\u0644\u06a9\u0631\u062f \u0631\u0627 \u0627\u0632 \u062d\u0627\u0644\u062a \u0645\u0628\u0647\u0645 \u062e\u0627\u0631\u062c \u0645\u06cc\u200c\u06a9\u0646\u0646\u062f \u0648 \u0628\u0647 \u0622\u0646 <\/span>\u0648\u0636\u0648\u062d \u0645\u062f\u06cc\u0631\u06cc\u062a\u06cc<span style=\"font-weight: 400;\"> \u0645\u06cc\u200c\u062f\u0647\u0646\u062f.<\/span><\/p><p>\u00a0<\/p><h2><b>\u0686\u0631\u0627 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0647\u0645\u06cc\u062a \u062f\u0627\u0631\u062f\u061f<\/b><\/h2><p><span style=\"font-weight: 400;\">\u0628\u0633\u06cc\u0627\u0631\u06cc \u0627\u0632 \u0633\u0627\u0632\u0645\u0627\u0646\u200c\u0647\u0627 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062f\u0627\u0631\u0646\u062f\u060c \u0627\u0645\u0627 \u0647\u0645\u0647 \u0622\u0646\u200c\u0647\u0627 <\/span>\u0645\u062f\u06cc\u0631\u06cc\u062a \u0645\u0628\u062a\u0646\u06cc \u0628\u0631 \u062f\u0627\u062f\u0647<span style=\"font-weight: 400;\"> \u0646\u062f\u0627\u0631\u0646\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u06cc\u0639\u0646\u06cc \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u067e\u0627\u0633\u062e \u062f\u0627\u062f\u0647 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f\u060c \u0627\u0645\u0627 \u06a9\u0633\u06cc \u062f\u0642\u06cc\u0642 \u0646\u0645\u06cc\u200c\u062f\u0627\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u06a9\u062c\u0627 \u06af\u0644\u0648\u06af\u0627\u0647 \u0648\u062c\u0648\u062f \u062f\u0627\u0631\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u06a9\u062f\u0627\u0645 \u062a\u06cc\u0645 \u0636\u0639\u06cc\u0641\u200c\u062a\u0631 \u0639\u0645\u0644 \u0645\u06cc\u200c\u06a9\u0646\u062f\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u06a9\u062f\u0627\u0645 \u0641\u0631\u0627\u06cc\u0646\u062f \u0628\u0627\u0639\u062b \u0646\u0627\u0631\u0636\u0627\u06cc\u062a\u06cc \u0645\u0634\u062a\u0631\u06cc \u0634\u062f\u0647 \u0627\u0633\u062a\u061f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0648 \u06a9\u062f\u0627\u0645 \u0634\u0627\u062e\u0635 \u0628\u0627\u06cc\u062f \u0628\u0647\u0628\u0648\u062f \u067e\u06cc\u062f\u0627 \u06a9\u0646\u062f\u061f<\/span><\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0686\u0646\u062f \u0645\u0632\u06cc\u062a \u06a9\u0644\u06cc\u062f\u06cc \u062f\u0627\u0631\u062f:<\/span><\/p><p><b>\u06f1. \u0634\u0646\u0627\u0633\u0627\u06cc\u06cc \u0645\u0634\u06a9\u0644\u0627\u062a \u0648\u0627\u0642\u0639\u06cc \u0628\u0647\u200c\u062c\u0627\u06cc \u062d\u062f\u0633\u200c\u0632\u062f\u0646<\/b><\/p><p><span style=\"font-weight: 400;\">\u0648\u0642\u062a\u06cc \u062f\u0627\u062f\u0647 \u062f\u0627\u0634\u062a\u0647 \u0628\u0627\u0634\u06cc\u062f\u060c \u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u06cc\u062f \u0628\u0641\u0647\u0645\u06cc\u062f \u0645\u0634\u06a9\u0644 \u0627\u0632 \u06a9\u0645\u0628\u0648\u062f \u0646\u06cc\u0631\u0648 \u0627\u0633\u062a\u060c \u0627\u0632 \u0641\u0631\u0627\u06cc\u0646\u062f \u0627\u0633\u062a\u060c \u0627\u0632 \u0633\u06cc\u0633\u062a\u0645 \u0627\u0633\u062a \u06cc\u0627 \u0627\u0632 \u0622\u0645\u0648\u0632\u0634.<br \/><\/span><\/p><p><b>\u06f2. \u0628\u0647\u0628\u0648\u062f \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc<\/b><\/p><p><span style=\"font-weight: 400;\">\u0634\u0627\u062e\u0635\u200c\u0647\u0627\u06cc\u06cc \u0645\u062b\u0644 \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631\u060c \u0646\u0631\u062e \u062d\u0644 \u062f\u0631 \u062a\u0645\u0627\u0633 \u0627\u0648\u0644 \u0648 \u0631\u0636\u0627\u06cc\u062a \u0645\u0634\u062a\u0631\u06cc\u060c \u0645\u0633\u062a\u0642\u06cc\u0645\u0627\u064b \u0631\u0648\u06cc \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0627\u062b\u0631 \u0645\u06cc\u200c\u06af\u0630\u0627\u0631\u0646\u062f.<br \/><\/span><\/p><p><b>\u06f3. \u0627\u0641\u0632\u0627\u06cc\u0634 \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u062a\u06cc\u0645<\/b><\/p><p><span style=\"font-weight: 400;\">KPI\u0647\u0627 \u06a9\u0645\u06a9 \u0645\u06cc\u200c\u06a9\u0646\u0646\u062f \u062a\u0634\u062e\u06cc\u0635 \u062f\u0647\u06cc\u062f \u0645\u0646\u0627\u0628\u0639 \u0628\u0647\u06cc\u0646\u0647 \u0645\u0635\u0631\u0641 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f \u06cc\u0627 \u0646\u0647.<\/span><\/p><p><b>\u06f4. \u062a\u0635\u0645\u06cc\u0645\u200c\u06af\u06cc\u0631\u06cc \u0628\u0647\u062a\u0631 \u0628\u0631\u0627\u06cc \u0645\u062f\u06cc\u0631\u0627\u0646<br \/><\/b><\/p><p><span style=\"font-weight: 400;\">\u0628\u062f\u0648\u0646 \u062f\u0627\u062f\u0647\u060c \u062a\u0635\u0645\u06cc\u0645\u200c\u0647\u0627 \u0633\u0644\u06cc\u0642\u0647\u200c\u0627\u06cc \u0645\u06cc\u200c\u0634\u0648\u0646\u062f. \u0628\u0627 \u062f\u0627\u062f\u0647\u060c \u062a\u0635\u0645\u06cc\u0645\u200c\u0647\u0627 \u0642\u0627\u0628\u0644 \u062f\u0641\u0627\u0639\u200c\u062a\u0631 \u0648 \u062f\u0642\u06cc\u0642\u200c\u062a\u0631 \u062e\u0648\u0627\u0647\u0646\u062f \u0628\u0648\u062f.<\/span><\/p><p><b>\u06f5. \u0627\u0645\u06a9\u0627\u0646 \u0628\u0647\u0628\u0648\u062f \u0645\u0633\u062a\u0645\u0631<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0639\u0645\u0644\u06a9\u0631\u062f \u0631\u0627 \u0627\u0646\u062f\u0627\u0632\u0647 \u0646\u06af\u06cc\u0631\u06cc\u062f\u060c \u0639\u0645\u0644\u0627\u064b \u0646\u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u06cc\u062f \u0622\u0646 \u0631\u0627 \u0628\u0647\u0628\u0648\u062f \u062f\u0647\u06cc\u062f.<\/span><\/p><figure id=\"attachment_8444\" aria-describedby=\"caption-attachment-8444\" style=\"width: 2047px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-8444\" src=\"https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-scaled.webp\" alt=\"\u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 - Contact Center KPIs - TelC.ir\" width=\"2047\" height=\"2560\" srcset=\"https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-scaled.webp 2047w, https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-240x300.webp 240w, https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-819x1024.webp 819w, https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-768x960.webp 768w, https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-1228x1536.webp 1228w, https:\/\/telc.ir\/fa\/wp-content\/uploads\/2026\/09\/Contact-Center-KPIs-TelC.ir_-1638x2048.webp 1638w\" sizes=\"(max-width: 2047px) 100vw, 2047px\" \/><figcaption id=\"caption-attachment-8444\" class=\"wp-caption-text\">\u0645\u0647\u0645\u062a\u0631\u06cc\u0646 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062f\u0631 \u06cc\u06a9 \u0646\u06af\u0627\u0647<\/figcaption><\/figure><p>\u00a0<\/p><h2><b>\u0645\u0647\u0645\u062a\u0631\u06cc\u0646 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/b><\/h2><p><span style=\"font-weight: 400;\">\u062f\u0631 \u0627\u062f\u0627\u0645\u0647\u060c \u0627\u0635\u0644\u06cc\u200c\u062a\u0631\u06cc\u0646 <\/span>\u0634\u0627\u062e\u0635 \u0647\u0627\u06cc \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u06a9\u0627\u0644 \u0633\u0646\u062a\u0631<span style=\"font-weight: 400;\"> \u0631\u0627 \u0628\u0635\u0648\u0631\u062a \u06a9\u0627\u0645\u0644 \u062a\u062d\u0644\u06cc\u0644 \u0648 \u0628\u0631\u0631\u0633\u06cc \u0645\u06cc\u200c\u06a9\u0646\u06cc\u0645.<br \/><br \/><\/span><\/p><h3><b>Average Handle Time \u06cc\u0627 AHT\u00a0 (<\/b><b>\u0645\u06cc\u0627\u0646\u06af\u06cc\u0646 \u0632\u0645\u0627\u0646 \u0631\u0633\u06cc\u062f\u06af\u06cc \u0628\u0647 \u062a\u0645\u0627\u0633)<\/b><\/h3><p><b>AHT<\/b><span style=\"font-weight: 400;\"> \u06cc\u06a9\u06cc \u0627\u0632 \u0634\u0646\u0627\u062e\u062a\u0647\u200c \u0634\u062f\u0647\u200c\u062a\u0631\u06cc\u0646 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0633\u062a. \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0647\u0631 \u062a\u0645\u0627\u0633\u060c \u0628\u0647\u200c\u0637\u0648\u0631 \u0645\u06cc\u0627\u0646\u06af\u06cc\u0646\u060c \u0686\u0647 \u0645\u062f\u062a \u0632\u0645\u0627\u0646 \u0627\u0632 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633 \u06af\u0631\u0641\u062a\u0647 \u0627\u0633\u062a.<\/span><\/p><p><span style=\"font-weight: 400;\">AHT \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0634\u0627\u0645\u0644 \u0627\u06cc\u0646 \u0628\u062e\u0634\u200c\u0647\u0627\u0633\u062a:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0645\u062f\u062a \u0645\u06a9\u0627\u0644\u0645\u0647<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0632\u0645\u0627\u0646 Hold<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0632\u0645\u0627\u0646 \u0628\u0639\u062f \u0627\u0632 \u062a\u0645\u0627\u0633 \u06cc\u0627 After Call Work<\/span><\/li><\/ul><p><b><br \/>\u0641\u0631\u0645\u0648\u0644 \u0633\u0627\u062f\u0647 AHT<\/b><\/p><p><span style=\"font-weight: 400;\">AHT=Total Talk Time + Hold Time + After Call Work Number of Calls AHT = \\frac{\\text{Total Talk Time + Hold Time + After Call Work}}{\\text{Number of Calls}} AHT=Number of Calls Total Talk Time + Hold Time + After Call Work\u200b<\/span><\/p><p><b><br \/>\u0686\u0631\u0627 AHT \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0641\u0631\u0627\u06cc\u0646\u062f \u0631\u0633\u06cc\u062f\u06af\u06cc \u0686\u0642\u062f\u0631 \u06a9\u0627\u0631\u0622\u0645\u062f \u0627\u0633\u062a.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 AHT \u062e\u06cc\u0644\u06cc \u0628\u0627\u0644\u0627 \u0628\u0627\u0634\u062f\u060c \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u0646\u0634\u0627\u0646\u0647 \u0627\u06cc\u0646 \u0628\u0627\u0634\u062f \u06a9\u0647:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u067e\u0631\u0627\u062a\u0648\u0631\u0647\u0627 \u0622\u0645\u0648\u0632\u0634 \u06a9\u0627\u0641\u06cc \u0646\u062f\u06cc\u062f\u0647\u200c\u0627\u0646\u062f<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0641\u0631\u0627\u06cc\u0646\u062f \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u067e\u06cc\u0686\u06cc\u062f\u0647 \u0627\u0633\u062a<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0633\u06cc\u0633\u062a\u0645 \u06a9\u0646\u062f \u06cc\u0627 \u0646\u0627\u06a9\u0627\u0631\u0622\u0645\u062f \u0627\u0633\u062a<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0627\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u0634\u062a\u0631\u06cc \u0628\u0647\u200c\u0631\u0627\u062d\u062a\u06cc \u062f\u0631 \u062f\u0633\u062a\u0631\u0633 \u0646\u06cc\u0633\u062a<\/span><\/span>\u00a0<\/li><\/ul><p><b><br \/>\u0627\u0645\u0627 \u06cc\u06a9 \u0647\u0634\u062f\u0627\u0631 \u0645\u0647\u0645: <\/b>AHT \u067e\u0627\u06cc\u06cc\u0646 \u0647\u0645\u06cc\u0634\u0647 \u0646\u0634\u0627\u0646\u0647 \u0639\u0645\u0644\u06a9\u0631\u062f \u062e\u0648\u0628 \u0646\u06cc\u0633\u062a. <span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u062a\u06cc\u0645 \u0641\u0642\u0637 \u0628\u0631\u0627\u06cc \u067e\u0627\u06cc\u06cc\u0646\u200c\u0622\u0648\u0631\u062f\u0646 \u0632\u0645\u0627\u0646 \u062a\u0645\u0627\u0633\u060c \u0633\u0631\u06cc\u0639 \u0645\u06a9\u0627\u0644\u0645\u0647 \u0631\u0627 \u0628\u0628\u0646\u062f\u062f\u060c \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u06a9\u06cc\u0641\u06cc\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u0627\u0641\u062a \u06a9\u0646\u062f \u0648 \u062a\u0645\u0627\u0633\u200c\u0647\u0627\u06cc \u062a\u06a9\u0631\u0627\u0631\u06cc \u0628\u06cc\u0634\u062a\u0631 \u0634\u0648\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u067e\u0633 AHT \u0628\u0627\u06cc\u062f \u0647\u0645\u06cc\u0634\u0647 \u062f\u0631 \u06a9\u0646\u0627\u0631 \u0634\u0627\u062e\u0635\u200c\u0647\u0627\u06cc\u06cc \u0645\u062b\u0644 <\/span>FCR \u0648 CSAT<span style=\"font-weight: 400;\"> \u0628\u0631\u0631\u0633\u06cc \u0648 \u062a\u0641\u0633\u06cc\u0631 \u0634\u0648\u062f.<br \/><br \/><\/span><\/p><h3><b>First Call Resolution \u06cc\u0627 FCR\u00a0 (<\/b><b>\u0646\u0631\u062e \u062d\u0644 \u0645\u0634\u06a9\u0644 \u062f\u0631 \u0627\u0648\u0644\u06cc\u0646 \u062a\u0645\u0627\u0633)<\/b><\/h3><p><b>FCR<\/b><span style=\"font-weight: 400;\"> \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0686\u0646\u062f \u062f\u0631\u0635\u062f \u0627\u0632 \u062f\u0631\u062e\u0648\u0627\u0633\u062a\u200c\u0647\u0627 \u06cc\u0627 \u0645\u0634\u06a9\u0644\u0627\u062a \u0645\u0634\u062a\u0631\u06cc \u062f\u0631 \u0647\u0645\u0627\u0646 \u062a\u0645\u0627\u0633 \u0627\u0648\u0644 \u062d\u0644 \u0634\u062f\u0647\u200c\u0627\u0646\u062f \u0648 \u0646\u06cc\u0627\u0632\u06cc \u0628\u0647 \u067e\u06cc\u06af\u06cc\u0631\u06cc \u0645\u062c\u062f\u062f\u060c \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u06cc\u0627 \u062a\u0645\u0627\u0633 \u062f\u0648\u0645 \u0646\u0628\u0648\u062f\u0647 \u0627\u0633\u062a.<br \/><br \/><\/span><\/p><p><b>\u0686\u0631\u0627 FCR \u0627\u0647\u0645\u06cc\u062a \u0632\u06cc\u0627\u062f\u06cc \u062f\u0627\u0631\u062f\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u06cc\u06a9\u06cc \u0627\u0632 \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 \u0634\u0627\u062e\u0635\u200c \u0647\u0627\u06cc \u06a9\u06cc\u0641\u06cc\u062a \u062e\u062f\u0645\u0627\u062a \u0648 \u06a9\u0627\u0631\u0627\u06cc\u06cc \u0648\u0627\u0642\u0639\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0633\u062a.<\/span><\/p><p><span style=\"font-weight: 400;\"><br \/><strong>\u0647\u0631\u0686\u0647 FCR \u0628\u0627\u0644\u0627\u062a\u0631 \u0628\u0627\u0634\u062f\u060c \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0627\u06cc\u0646 \u0627\u062a\u0641\u0627\u0642\u200c\u0647\u0627 \u0645\u06cc\u200c\u0627\u0641\u062a\u062f:<\/strong><\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0631\u0636\u0627\u06cc\u062a \u0645\u0634\u062a\u0631\u06cc \u0628\u06cc\u0634\u062a\u0631 \u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0645\u0627\u0633\u200c\u0647\u0627\u06cc \u062a\u06a9\u0631\u0627\u0631\u06cc \u06a9\u0645\u062a\u0631 \u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0641\u0634\u0627\u0631 \u0631\u0648\u06cc \u062a\u06cc\u0645 \u06a9\u0627\u0647\u0634 \u0645\u06cc\u200c\u06cc\u0627\u0628\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0647\u0632\u06cc\u0646\u0647 \u0639\u0645\u0644\u06cc\u0627\u062a\u06cc \u06a9\u0645\u062a\u0631 \u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/li><\/ul><p><b><br \/>\u0627\u06af\u0631 FCR \u067e\u0627\u06cc\u06cc\u0646 \u0628\u0627\u0634\u062f\u060c \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u0645\u0634\u06a9\u0644 \u0627\u0632 \u0627\u06cc\u0646 \u0645\u0648\u0627\u0631\u062f \u0628\u0627\u0634\u062f:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u0627\u062e\u062a\u06cc\u0627\u0631 \u06a9\u0627\u0641\u06cc \u0646\u062f\u0627\u0631\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062f\u0627\u0646\u0634 \u0645\u062d\u0635\u0648\u0644 \u06cc\u0627 \u0641\u0631\u0622\u06cc\u0646\u062f \u0636\u0639\u06cc\u0641 \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0633\u06cc\u0633\u062a\u0645\u200c\u0647\u0627 \u06cc\u06a9\u067e\u0627\u0631\u0686\u0647 \u0646\u06cc\u0633\u062a\u0646\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u0634\u062a\u0631\u06cc \u0646\u0627\u0642\u0635 \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u0632\u06cc\u0627\u062f \u0628\u06cc\u0646 \u0648\u0627\u062d\u062f\u0647\u0627 \u062c\u0627\u0628\u0647\u200c\u062c\u0627 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0627\u0632 \u0646\u0638\u0631 \u0627\u0633\u062a\u0631\u0627\u062a\u0698\u06cc\u06a9\u060c \u0627\u06af\u0631 \u0628\u062e\u0648\u0627\u0647\u06cc \u0641\u0642\u0637 \u06cc\u06a9 KPI \u0631\u0627 \u0628\u0631\u0627\u06cc \u06a9\u06cc\u0641\u06cc\u062a \u0648\u0627\u0642\u0639\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062c\u062f\u06cc \u0628\u06af\u06cc\u0631\u06cc\u060c <\/span><b>FCR \u06cc\u06a9\u06cc \u0627\u0632 \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646\u200c\u0647\u0627\u0633\u062a<\/b><span style=\"font-weight: 400;\">.<br \/><br \/><\/span><\/p><h3><b>Service Level \u06cc\u0627 SLA\u00a0 (<\/b><b>\u062f\u0631\u0635\u062f \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u062f\u0631 \u0632\u0645\u0627\u0646 \u0627\u0633\u062a\u0627\u0646\u062f\u0627\u0631\u062f)<\/b><\/h3><p><b>SLA<\/b><span style=\"font-weight: 400;\"> \u062f\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0686\u0647 \u062f\u0631\u0635\u062f\u06cc \u0627\u0632 \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u062f\u0631 \u0628\u0627\u0632\u0647 \u0632\u0645\u0627\u0646\u06cc \u062a\u0639\u06cc\u06cc\u0646\u200c\u0634\u062f\u0647 \u067e\u0627\u0633\u062e \u062f\u0627\u062f\u0647 \u0634\u062f\u0647\u200c\u0627\u0646\u062f.<\/span><\/p><ul><li><span style=\"font-weight: 400;\">\u0645\u062b\u0644\u0627\u064b: <\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u06f8\u06f0\u066a \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u062f\u0631 \u06a9\u0645\u062a\u0631 \u0627\u0632 \u06f2\u06f0 \u062b\u0627\u0646\u06cc\u0647 \u067e\u0627\u0633\u062e \u062f\u0627\u062f\u0647 \u0634\u0648\u0646\u062f.<\/span><\/span><p>\u00a0<\/p><\/li><\/ul><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u06cc\u06a9\u06cc \u062f\u06cc\u06af\u0631 \u0627\u0632 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0633\u062a \u06a9\u0647 \u0628\u0633\u06cc\u0627\u0631 \u062d\u0627\u0626\u0632 \u0627\u0647\u0645\u06cc\u062a \u0645\u06cc\u200c\u0628\u0627\u0634\u062f \u0648 \u0628\u0631\u0627\u06cc \u0633\u0646\u062c\u0634 \u0633\u0631\u0639\u062a \u0648 \u062f\u0633\u062a\u0631\u0633\u200c\u067e\u0630\u06cc\u0631\u06cc \u062e\u062f\u0645\u0627\u062a \u0627\u0633\u062a.<br \/><br \/><\/span><\/p><p><b>\u0686\u0631\u0627 SLA \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0645\u0633\u062a\u0642\u06cc\u0645\u0627\u064b \u0628\u0647 \u062a\u062c\u0631\u0628\u0647 \u0627\u0648\u0644\u06cc\u0647 \u0645\u0634\u062a\u0631\u06cc \u0645\u0631\u0628\u0648\u0637 \u0645\u06cc\u200c\u0634\u0648\u062f. <\/span><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0645\u0634\u062a\u0631\u06cc \u0645\u062f\u062a \u0632\u06cc\u0627\u062f\u06cc \u062f\u0631 \u0635\u0641 \u0628\u0645\u0627\u0646\u062f\u060c \u062d\u062a\u06cc \u0642\u0628\u0644 \u0627\u0632 \u0634\u0631\u0648\u0639 \u0645\u06a9\u0627\u0644\u0645\u0647\u060c \u062a\u062c\u0631\u0628\u0647 \u0645\u0646\u0641\u06cc \u0634\u06a9\u0644 \u0645\u06cc\u200c\u06af\u06cc\u0631\u062f.<br \/><br \/><\/span><\/p><p><b>\u0627\u0645\u0627 \u062a\u0641\u0633\u06cc\u0631 \u0627\u0634\u062a\u0628\u0627\u0647 \u0631\u0627\u06cc\u062c:<\/b><\/p><p><span style=\"font-weight: 400;\">\u0628\u0639\u0636\u06cc \u0633\u0627\u0632\u0645\u0627\u0646\u200c\u0647\u0627 \u0641\u0642\u0637 SLA \u0631\u0627 \u0628\u0627\u0644\u0627 \u0646\u06af\u0647 \u0645\u06cc\u200c\u062f\u0627\u0631\u0646\u062f\u060c \u0627\u0645\u0627 \u06a9\u06cc\u0641\u06cc\u062a \u0645\u06a9\u0627\u0644\u0645\u0647 \u067e\u0627\u06cc\u06cc\u0646 \u0627\u0633\u062a. <\/span><span style=\"font-weight: 400;\">\u06cc\u0639\u0646\u06cc \u062a\u0645\u0627\u0633 \u0633\u0631\u06cc\u0639 \u067e\u0627\u0633\u062e \u062f\u0627\u062f\u0647 \u0645\u06cc\u200c\u0634\u0648\u062f\u060c \u0648\u0644\u06cc \u0645\u0634\u06a9\u0644 \u062d\u0644 \u0646\u0645\u06cc\u200c\u0634\u0648\u062f. <\/span><span style=\"font-weight: 400;\">\u067e\u0633 SLA \u0645\u0647\u0645 \u0627\u0633\u062a\u060c \u0627\u0645\u0627 <\/span>\u0628\u0647\u200c \u062a\u0646\u0647\u0627\u06cc\u06cc \u06a9\u0627\u0641\u06cc \u0646\u06cc\u0633\u062a<span style=\"font-weight: 400;\">.<br \/><br \/><\/span><\/p><h3><b>Average Speed of Answer \u06cc\u0627 ASA\u00a0 (<\/b><b>\u0645\u06cc\u0627\u0646\u06af\u06cc\u0646 \u0633\u0631\u0639\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc)<\/b><\/h3><p><b>ASA<\/b><span style=\"font-weight: 400;\"> \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0645\u0634\u062a\u0631\u06cc \u0628\u0647 \u0637\u0648\u0631 \u0645\u06cc\u0627\u0646\u06af\u06cc\u0646 \u0686\u0642\u062f\u0631 \u0645\u0646\u062a\u0638\u0631 \u0645\u0627\u0646\u062f\u0647 \u062a\u0627 \u062a\u0645\u0627\u0633 \u0627\u0648 \u067e\u0627\u0633\u062e \u062f\u0627\u062f\u0647 \u0634\u0648\u062f.<br \/><br \/><\/span><\/p><p><b>\u062a\u0641\u0627\u0648\u062a ASA \u0648 SLA \u0686\u06cc\u0633\u062a\u061f<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\">SLA<span style=\"font-weight: 400;\"> \u062f\u0631\u0635\u062f \u062a\u0645\u0627\u0633\u200c \u0647\u0627\u06cc \u067e\u0627\u0633\u062e\u200c \u062f\u0627\u062f\u0647\u200c \u0634\u062f\u0647 \u062f\u0631 \u06cc\u06a9 \u0632\u0645\u0627\u0646 \u0647\u062f\u0641 \u0631\u0627 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\">ASA<span style=\"font-weight: 400;\"> \u0645\u06cc\u0627\u0646\u06af\u06cc\u0646 \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631 \u06a9\u0644 \u062a\u0645\u0627\u0633 \u0647\u0627 \u0631\u0627 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f.<\/span><\/li><\/ul><p>\u0647\u0631 \u062f\u0648 \u0628\u0631\u0627\u06cc \u0633\u0646\u062c\u0634 \u0639\u0645\u0644\u06a9\u0631\u062f \u0635\u0641 \u062a\u0645\u0627\u0633 \u0645\u0647\u0645\u200c\u0627\u0646\u062f\u060c \u0627\u0645\u0627 \u0632\u0627\u0648\u06cc\u0647 \u062a\u062d\u0644\u06cc\u0644 \u0622\u0646\u200c\u0647\u0627 \u0645\u062a\u0641\u0627\u0648\u062a \u0627\u0633\u062a.<br \/><br \/><\/p><p><b>\u0686\u0631\u0627 ASA \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0645\u0633\u062a\u0642\u06cc\u0645\u0627\u064b \u0631\u0648\u06cc \u0631\u0636\u0627\u06cc\u062a \u0627\u0648\u0644\u06cc\u0647 \u0645\u0634\u062a\u0631\u06cc \u0627\u062b\u0631 \u0645\u06cc\u200c\u06af\u0630\u0627\u0631\u062f \u0648 \u0646\u0634\u0627\u0646\u0647 \u062e\u0648\u0628\u06cc \u0627\u0632 \u0648\u0636\u0639\u06cc\u062a \u0635\u0641\u060c \u062a\u0639\u062f\u0627\u062f \u0627\u067e\u0631\u0627\u062a\u0648\u0631\u0647\u0627 \u0648 \u062a\u0648\u0627\u0632\u0646 \u0645\u0646\u0627\u0628\u0639 \u0627\u0633\u062a.<br \/><br \/><\/span><\/p><h3><b>Abandonment Rate\u00a0 (<\/b><b>\u0646\u0631\u062e \u0631\u0647\u0627\u0634\u062f\u0646 \u062a\u0645\u0627\u0633)<\/b><\/h3><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0686\u0646\u062f \u062f\u0631\u0635\u062f \u0627\u0632 \u062a\u0645\u0627\u0633\u200c \u06af\u06cc\u0631\u0646\u062f\u06af\u0627\u0646 \u0642\u0628\u0644 \u0627\u0632 \u067e\u0627\u0633\u062e\u200c \u06af\u0631\u0641\u062a\u0646\u060c \u062a\u0645\u0627\u0633 \u0631\u0627 \u0642\u0637\u0639 \u06a9\u0631\u062f\u0647\u200c\u0627\u0646\u062f.<br \/><br \/><\/span><\/p><p><b>\u0646\u0631\u062e \u0631\u0647\u0627\u0634\u062f\u0646 \u062a\u0645\u0627\u0633 \u0686\u0647 \u0686\u06cc\u0632\u06cc \u0631\u0627 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0627\u06cc\u0646 \u0639\u062f\u062f(\u0634\u0627\u062e\u0635 \u0646\u0631\u062e \u0631\u0647\u0627 \u0634\u062f\u0646 \u062a\u0645\u0627\u0633) \u0628\u0627\u0644\u0627 \u0628\u0627\u0634\u062f\u060c \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0646\u0634\u0627\u0646\u0647 \u06cc\u06a9\u06cc \u0627\u0632 \u0627\u06cc\u0646 \u0645\u0634\u06a9\u0644\u0627\u062a \u0627\u0633\u062a:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631 \u0628\u06cc\u0634 \u0627\u0632 \u062d\u062f \u0632\u06cc\u0627\u062f \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0635\u0641 \u062a\u0645\u0627\u0633 \u062f\u0631\u0633\u062a \u0645\u062f\u06cc\u0631\u06cc\u062a \u0646\u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0639\u062f\u0627\u062f \u06a9\u0627\u0631\u0634\u0646\u0627\u0633\u0627\u0646 \u06a9\u0627\u0641\u06cc \u0646\u06cc\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0641\u0631\u0622\u06cc\u0646\u062f \u062a\u0648\u0632\u06cc\u0639 \u062a\u0645\u0627\u0633 \u0646\u0627\u06a9\u0627\u0631\u0622\u0645\u062f \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u062a\u062c\u0631\u0628\u0647 \u0627\u0646\u062a\u0638\u0627\u0631 \u0628\u0631\u0627\u06cc \u0645\u0634\u062a\u0631\u06cc \u0636\u0639\u06cc\u0641 \u0627\u0633\u062a.<\/span><\/span><\/li><\/ul><p><b><br \/>\u0686\u0631\u0627 \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u062a\u0645\u0627\u0633 \u0631\u0647\u0627\u0634\u062f\u0647 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u06cc\u0639\u0646\u06cc \u06cc\u06a9 \u0641\u0631\u0635\u062a \u0627\u0632 \u062f\u0633\u062a\u200c\u0631\u0641\u062a\u0647 \u0627\u0633\u062a\u061b <\/span><span style=\"font-weight: 400;\">\u0686\u0647 \u062f\u0631 \u062e\u062f\u0645\u0627\u062a \u0645\u0634\u062a\u0631\u06cc\u0627\u0646\u060c \u0686\u0647 \u062f\u0631 \u0641\u0631\u0648\u0634\u060c \u0686\u0647 \u062f\u0631 \u067e\u06cc\u06af\u06cc\u0631\u06cc \u0634\u06a9\u0627\u06cc\u062a.<br \/><br \/><\/span><\/p><h3><b>Customer Satisfaction Score \u06cc\u0627 CSAT\u00a0 (<\/b><b>\u0627\u0645\u062a\u06cc\u0627\u0632 \u0631\u0636\u0627\u06cc\u062a \u0645\u0634\u062a\u0631\u06cc)<\/b><\/h3><p><b>CSAT<\/b><span style=\"font-weight: 400;\"> \u06cc\u06a9\u06cc \u0627\u0632 \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0628\u0631\u0627\u06cc \u0633\u0646\u062c\u0634 \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0627\u0633\u062a.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0627\u0632 \u0637\u0631\u06cc\u0642 \u0646\u0638\u0631\u0633\u0646\u062c\u06cc \u0628\u0639\u062f \u0627\u0632 \u062a\u0645\u0627\u0633 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u0645\u06cc\u200c\u0634\u0648\u062f. \u0645\u062b\u0644\u0627\u064b \u0645\u0634\u062a\u0631\u06cc \u0645\u0634\u062e\u0635 \u0645\u06cc\u200c\u06a9\u0646\u062f \u06a9\u0647 \u0627\u0632 \u06a9\u06cc\u0641\u06cc\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u0631\u0636\u0627\u06cc\u062a \u062f\u0627\u0634\u062a\u0647 \u06cc\u0627 \u0646\u0647.<br \/><br \/><\/span><\/p><p><b>\u0686\u0631\u0627 CSAT \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0639\u0645\u0644\u06a9\u0631\u062f \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0632 \u0646\u06af\u0627\u0647 \u0645\u0634\u062a\u0631\u06cc \u0686\u0637\u0648\u0631 \u0628\u0648\u062f\u0647\u060c \u0646\u0647 \u0641\u0642\u0637 \u0627\u0632 \u0646\u06af\u0627\u0647 \u06af\u0632\u0627\u0631\u0634\u200c\u0647\u0627\u06cc \u062f\u0627\u062e\u0644\u06cc.<br \/><br \/><\/span><\/p><p><b>\u0627\u0645\u0627 \u0628\u0627\u06cc\u062f \u062f\u0642\u062a \u06a9\u0631\u062f:<\/b><\/p><p><span style=\"font-weight: 400;\">CSAT \u0647\u0645 \u0645\u062d\u062f\u0648\u062f\u06cc\u062a \u062f\u0627\u0631\u062f. <\/span><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0647\u0645\u0647 \u0645\u0634\u062a\u0631\u06cc\u0627\u0646 \u0646\u0638\u0631\u0633\u0646\u062c\u06cc \u0631\u0627 \u062a\u06a9\u0645\u06cc\u0644 \u0646\u0645\u06cc\u200c\u06a9\u0646\u0646\u062f \u0648 \u06af\u0627\u0647\u06cc \u0641\u0642\u0637 \u0627\u0641\u0631\u0627\u062f \u062e\u06cc\u0644\u06cc \u0646\u0627\u0631\u0627\u0636\u06cc \u06cc\u0627 \u062e\u06cc\u0644\u06cc \u0631\u0627\u0636\u06cc \u067e\u0627\u0633\u062e \u0645\u06cc\u200c\u062f\u0647\u0646\u062f. \u0628\u0646\u0627\u0628\u0631\u0627\u06cc\u0646 \u0628\u0627\u06cc\u062f \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0631\u0627 \u062f\u0631 \u06a9\u0646\u0627\u0631 \u0633\u0627\u06cc\u0631 \u0645\u0639\u06cc\u0627\u0631\u0647\u0627(KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633) \u062f\u06cc\u062f.<br \/><br \/><\/span><\/p><h3><b>Net Promoter Score \u06cc\u0627 NPS\u00a0 (<\/b><b>\u0634\u0627\u062e\u0635 \u062a\u0645\u0627\u06cc\u0644 \u0628\u0647 \u062a\u0648\u0635\u06cc\u0647)<\/b><\/h3><p><span style=\"font-weight: 400;\">\u062f\u0631 \u0628\u0631\u062e\u06cc \u0633\u0627\u0632\u0645\u0627\u0646\u200c\u0647\u0627\u060c <\/span><b>NPS<\/b><span style=\"font-weight: 400;\"> \u0647\u0645 \u062f\u0631 \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u0645\u06cc\u200c\u0634\u0648\u062f. <\/span><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0645\u06cc\u200c\u067e\u0631\u0633\u062f \u0645\u0634\u062a\u0631\u06cc \u0686\u0642\u062f\u0631 \u0627\u062d\u062a\u0645\u0627\u0644 \u062f\u0627\u0631\u062f \u0628\u0631\u0646\u062f \u06cc\u0627 \u062e\u062f\u0645\u0627\u062a \u0634\u0645\u0627 \u0631\u0627 \u0628\u0647 \u062f\u06cc\u06af\u0631\u0627\u0646 \u062a\u0648\u0635\u06cc\u0647 \u06a9\u0646\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631\u0686\u0647 NPS \u0641\u0642\u0637 \u0628\u0647 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0648\u0627\u0628\u0633\u062a\u0647 \u0646\u06cc\u0633\u062a \u0648 \u0628\u0647 \u062a\u062c\u0631\u0628\u0647 \u06a9\u0644\u06cc \u0628\u0631\u0646\u062f \u0647\u0645 \u0645\u0631\u0628\u0648\u0637 \u0645\u06cc\u200c\u0634\u0648\u062f\u060c \u0627\u0645\u0627 \u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u062f \u062a\u0635\u0648\u06cc\u0631 \u0645\u0646\u0627\u0633\u0628\u06cc \u0627\u0632 \u0627\u062b\u0631 \u062e\u062f\u0645\u0627\u062a \u0645\u0634\u062a\u0631\u06cc\u0627\u0646 \u0628\u0631 \u0648\u0641\u0627\u062f\u0627\u0631\u06cc \u0627\u06cc\u062c\u0627\u062f \u06a9\u0646\u062f.<br \/><br \/><\/span><\/p><p><strong>\u0645\u0634\u06a9\u0644 \u06a9\u0627\u0647\u0634 NPS \u062f\u0642\u06cc\u0642\u0627\u064b \u06a9\u062c\u0627\u0633\u062a\u061f<\/strong><\/p><p class=\"isSelectedEnd\">\u06a9\u0627\u0647\u0634 NPS \u0644\u0632\u0648\u0645\u0627\u064b \u0628\u0647 \u0645\u0639\u0646\u0627\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u0636\u0639\u06cc\u0641 \u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u0646\u06cc\u0633\u062a. \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u062f\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062a\u062d\u062a \u062a\u0623\u062b\u06cc\u0631 \u0645\u062c\u0645\u0648\u0639\u0647\u200c\u0627\u06cc \u0627\u0632 \u0639\u0648\u0627\u0645\u0644 \u0645\u0627\u0646\u0646\u062f \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631\u060c \u062a\u0639\u062f\u0627\u062f \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633\u060c \u06a9\u06cc\u0641\u06cc\u062a \u067e\u0627\u0633\u062e\u200c\u06af\u0648\u06cc\u06cc\u060c \u0641\u0631\u0627\u06cc\u0646\u062f\u0647\u0627\u06cc \u062f\u0627\u062e\u0644\u06cc\u060c IVR\u060c \u0645\u0633\u06cc\u0631\u06cc\u0627\u0628\u06cc \u062a\u0645\u0627\u0633\u060c \u06cc\u06a9\u067e\u0627\u0631\u0686\u06af\u06cc \u0628\u0627 CRM \u0648 \u062d\u062a\u06cc \u06a9\u06cc\u0641\u06cc\u062a \u0645\u062d\u0635\u0648\u0644 \u06cc\u0627 \u062e\u062f\u0645\u062a \u0642\u0631\u0627\u0631 \u062f\u0627\u0631\u062f. \u0628\u0647 \u0647\u0645\u06cc\u0646 \u062f\u0644\u06cc\u0644\u060c \u0628\u0631\u0627\u06cc \u062a\u0641\u0633\u06cc\u0631 \u062f\u0631\u0633\u062a NPS \u0628\u0627\u06cc\u062f \u062f\u0644\u0627\u06cc\u0644 \u067e\u0634\u062a \u0627\u0645\u062a\u06cc\u0627\u0632 \u0645\u0634\u062a\u0631\u06cc \u0646\u06cc\u0632 \u0628\u0631\u0631\u0633\u06cc \u0634\u0648\u062f \u0648 \u062f\u0631 \u06a9\u0646\u0627\u0631 \u0634\u0627\u062e\u0635\u200c\u0647\u0627\u06cc\u06cc \u0645\u0627\u0646\u0646\u062f FCR\u060c AHT\u060c \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631 \u0648 \u0646\u0631\u062e \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u0642\u0631\u0627\u0631 \u06af\u06cc\u0631\u062f. \u0627\u06cc\u0646 \u0631\u0648\u06cc\u06a9\u0631\u062f \u06a9\u0645\u06a9 \u0645\u06cc\u200c\u06a9\u0646\u062f \u0633\u0627\u0632\u0645\u0627\u0646 \u0628\u0647 \u062c\u0627\u06cc \u062a\u0645\u0631\u06a9\u0632 \u0635\u0631\u0641 \u0628\u0631 \u0646\u062a\u06cc\u062c\u0647\u060c \u0631\u06cc\u0634\u0647 \u0639\u0648\u0627\u0645\u0644 \u0645\u0624\u062b\u0631 \u0628\u0631 \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0631\u0627 \u0634\u0646\u0627\u0633\u0627\u06cc\u06cc \u06a9\u0646\u062f.<br \/><br \/><\/p><p><strong>\u0686\u06af\u0648\u0646\u0647 \u0645\u06cc\u200c\u062a\u0648\u0627\u0646 NPS \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0631\u0627 \u0628\u0647\u0628\u0648\u062f \u062f\u0627\u062f\u061f<\/strong><\/p><p>\u0627\u0641\u0632\u0627\u06cc\u0634 NPS \u0646\u0628\u0627\u06cc\u062f \u0635\u0631\u0641\u0627\u064b \u0628\u0647\u200c\u0639\u0646\u0648\u0627\u0646 \u06cc\u06a9 \u0647\u062f\u0641 \u0639\u062f\u062f\u06cc \u062f\u0646\u0628\u0627\u0644 \u0634\u0648\u062f\u061b \u0628\u0644\u06a9\u0647 \u0628\u0627\u06cc\u062f \u0646\u062a\u06cc\u062c\u0647 \u0628\u0647\u0628\u0648\u062f \u0639\u0648\u0627\u0645\u0644 \u0645\u0624\u062b\u0631 \u0628\u0631 \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0628\u0627\u0634\u062f. \u062c\u0645\u0639\u200c\u0622\u0648\u0631\u06cc \u0628\u0627\u0632\u062e\u0648\u0631\u062f \u0645\u0634\u062a\u0631\u06cc \u067e\u0633 \u0627\u0632 \u062a\u0639\u0627\u0645\u0644\u060c \u0634\u0646\u0627\u0633\u0627\u06cc\u06cc \u0648 \u062f\u0633\u062a\u0647\u200c\u0628\u0646\u062f\u06cc \u062f\u0644\u0627\u06cc\u0644 \u0627\u0645\u062a\u06cc\u0627\u0632\u0647\u0627\u06cc \u067e\u0627\u06cc\u06cc\u0646\u060c \u06a9\u0627\u0647\u0634 \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631 \u0648 \u0627\u0646\u062a\u0642\u0627\u0644\u200c\u0647\u0627\u06cc \u063a\u06cc\u0631\u0636\u0631\u0648\u0631\u06cc\u060c \u0627\u0641\u0632\u0627\u06cc\u0634 \u062d\u0644 \u0645\u0633\u0626\u0644\u0647 \u062f\u0631 \u0627\u0648\u0644\u06cc\u0646 \u062a\u0645\u0627\u0633 (FCR) \u0648 \u0627\u06cc\u062c\u0627\u062f \u0641\u0631\u0627\u06cc\u0646\u062f \u067e\u06cc\u06af\u06cc\u0631\u06cc \u0628\u0631\u0627\u06cc \u0628\u0627\u0632\u062e\u0648\u0631\u062f\u0647\u0627\u06cc \u0645\u0646\u0641\u06cc\u060c \u0627\u0632 \u0627\u0642\u062f\u0627\u0645\u0627\u062a\u06cc \u0647\u0633\u062a\u0646\u062f \u06a9\u0647 \u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u0646\u062f \u0628\u0647 \u0628\u0647\u0628\u0648\u062f \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u06a9\u0645\u06a9 \u06a9\u0646\u0646\u062f. \u062f\u0631 \u0646\u0647\u0627\u06cc\u062a\u060c \u0633\u0627\u0632\u0645\u0627\u0646 \u0628\u0627\u06cc\u062f \u067e\u0633 \u0627\u0632 \u0627\u062c\u0631\u0627\u06cc \u0627\u0642\u062f\u0627\u0645\u0627\u062a \u0627\u0635\u0644\u0627\u062d\u06cc\u060c \u062a\u063a\u06cc\u06cc\u0631\u0627\u062a NPS \u0648 \u0633\u0627\u06cc\u0631 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 (\u0645\u0631\u062a\u0628\u0637) \u0631\u0627 \u062f\u0648\u0628\u0627\u0631\u0647 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u06a9\u0646\u062f \u062a\u0627 \u0645\u0634\u062e\u0635 \u0634\u0648\u062f \u0627\u0642\u062f\u0627\u0645\u0627\u062a \u0627\u0646\u062c\u0627\u0645\u200c \u0634\u062f\u0647 \u0648\u0627\u0642\u0639\u0627\u064b \u0686\u0647 \u0627\u062b\u0631\u06cc \u0628\u0631 \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u062f\u0627\u0634\u062a\u0647\u200c\u0627\u0646\u062f.<br \/><br \/><\/p><h3><b>Occupancy Rate\u00a0 (<\/b><b>\u0646\u0631\u062e \u0627\u0634\u062a\u063a\u0627\u0644 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633\u0627\u0646)<\/b><\/h3><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u06a9\u0627\u0631\u0634\u0646\u0627\u0633\u0627\u0646 \u0686\u0647 \u062f\u0631\u0635\u062f\u06cc \u0627\u0632 \u0632\u0645\u0627\u0646 \u06a9\u0627\u0631\u06cc \u062e\u0648\u062f \u0631\u0627 \u0648\u0627\u0642\u0639\u0627\u064b \u0635\u0631\u0641 \u0631\u0633\u06cc\u062f\u06af\u06cc \u0628\u0647 \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u0648 \u0641\u0639\u0627\u0644\u06cc\u062a\u200c\u0647\u0627\u06cc \u0645\u0631\u062a\u0628\u0637 \u06a9\u0631\u062f\u0647\u200c\u0627\u0646\u062f.<br \/><br \/><\/span><\/p><p><b>\u0686\u0631\u0627 \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0634\u0627\u062e\u0635 Occupancy \u062e\u06cc\u0644\u06cc \u067e\u0627\u06cc\u06cc\u0646 \u0628\u0627\u0634\u062f\u060c \u06cc\u0639\u0646\u06cc \u0645\u0646\u0627\u0628\u0639 \u0628\u0647\u06cc\u0646\u0647 \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u0646\u0634\u062f\u0647\u200c\u0627\u0646\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u062e\u06cc\u0644\u06cc \u0628\u0627\u0644\u0627 \u0628\u0627\u0634\u062f\u060c \u0627\u062d\u062a\u0645\u0627\u0644 \u0641\u0631\u0633\u0648\u062f\u06af\u06cc\u060c \u0627\u0641\u062a \u06a9\u06cc\u0641\u06cc\u062a \u0648 \u062e\u0633\u062a\u06af\u06cc \u062a\u06cc\u0645 \u0632\u06cc\u0627\u062f \u0645\u06cc\u200c\u0634\u0648\u062f.<br \/><br \/><\/span><\/p><p><b>\u0646\u06a9\u062a\u0647 \u0645\u062f\u06cc\u0631\u06cc\u062a\u06cc \u0645\u0647\u0645:<\/b><\/p><p><span style=\"font-weight: 400;\">\u0628\u0639\u0636\u06cc \u0645\u062f\u06cc\u0631\u0627\u0646 \u0641\u06a9\u0631 \u0645\u06cc\u200c\u06a9\u0646\u0646\u062f \u0647\u0631\u0686\u0647 Occupancy \u0628\u0627\u0644\u0627\u062a\u0631 \u0628\u0627\u0634\u062f \u0628\u0647\u062a\u0631 \u0627\u0633\u062a \u06a9\u0647 \u0627\u06cc\u0646 \u0646\u06af\u0627\u0647 \u0627\u0634\u062a\u0628\u0627\u0647 \u0627\u0633\u062a. \u0686\u0631\u0627\u06a9\u0647 <\/span><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u062f\u0627\u0626\u0645\u0627\u064b \u062a\u062d\u062a \u0641\u0634\u0627\u0631 \u0628\u0627\u0634\u062f\u060c \u06a9\u06cc\u0641\u06cc\u062a \u0645\u06a9\u0627\u0644\u0645\u0647\u060c \u062f\u0642\u062a \u0648 \u0631\u0636\u0627\u06cc\u062a \u0645\u0634\u062a\u0631\u06cc \u0627\u0641\u062a \u0645\u06cc\u200c\u06a9\u0646\u062f.<br \/><br \/><\/span><\/p><h3><b>Call Transfer Rate\u00a0 (<\/b><b>\u0646\u0631\u062e \u0627\u0646\u062a\u0642\u0627\u06445 \u062a\u0645\u0627\u0633)<\/b><\/h3><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0686\u0646\u062f \u062f\u0631\u0635\u062f \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u0627\u0632 \u06cc\u06a9 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633 \u0628\u0647 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633 \u06cc\u0627 \u0648\u0627\u062d\u062f \u062f\u06cc\u06af\u0631\u06cc \u0645\u0646\u062a\u0642\u0644 \u0634\u062f\u0647\u200c\u0627\u0646\u062f.<br \/><br \/><\/span><\/p><p><strong>\u0627\u06af\u0631 \u0646\u0631\u062e \u0634\u0627\u062e\u0635 \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u0628\u0627\u0644\u0627 \u0628\u0627\u0634\u062f\u060c \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u0646\u0634\u0627\u0646\u0647 \u0627\u06cc\u0646 \u0645\u0648\u0627\u0631\u062f \u0628\u0627\u0634\u062f:<\/strong><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0633\u0627\u062e\u062a\u0627\u0631 \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u062f\u0631\u0633\u062a \u0637\u0631\u0627\u062d\u06cc \u0646\u0634\u062f\u0647 \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u0628\u0647 \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u06a9\u0627\u0641\u06cc \u062f\u0633\u062a\u0631\u0633\u06cc \u0646\u062f\u0627\u0631\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0633\u0637\u062d \u0627\u062e\u062a\u06cc\u0627\u0631 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633\u0627\u0646 \u06a9\u0645 \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0645\u0647\u0627\u0631\u062a \u062a\u0634\u062e\u06cc\u0635 \u0648 \u062d\u0644 \u0645\u0633\u0626\u0644\u0647 \u0636\u0639\u06cc\u0641 \u0627\u0633\u062a.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0646\u0631\u062e \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u0628\u0627\u0644\u0627 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0631\u0627 \u0636\u0639\u06cc\u0641\u200c\u062a\u0631 \u0645\u06cc\u200c\u06a9\u0646\u062f\u061b \u0686\u0648\u0646 \u0645\u0634\u062a\u0631\u06cc \u0645\u062c\u0628\u0648\u0631 \u0645\u06cc\u200c\u0634\u0648\u062f \u0686\u0646\u062f \u0628\u0627\u0631 \u0645\u0633\u0626\u0644\u0647 \u062e\u0648\u062f \u0631\u0627 \u062a\u06a9\u0631\u0627\u0631 \u06a9\u0646\u062f.<br \/><br \/><\/span><\/p><p><strong>\u0646\u0631\u062e \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u0631\u0627 \u0641\u0642\u0637 \u0628\u0627 \u06a9\u0627\u0647\u0634 \u0622\u0646 \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0646\u06a9\u0646\u06cc\u062f<\/strong><\/p><p>\u0647\u062f\u0641\u060c \u0631\u0633\u0627\u0646\u062f\u0646 Call Transfer Rate \u0628\u0647 \u0635\u0641\u0631 \u0646\u06cc\u0633\u062a\u061b \u062f\u0631 \u0628\u0633\u06cc\u0627\u0631\u06cc \u0627\u0632 \u0645\u0631\u0627\u06a9\u0632 \u062a\u0645\u0627\u0633\u060c \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u0628\u062e\u0634\u06cc \u0637\u0628\u06cc\u0639\u06cc \u0627\u0632 \u0641\u0631\u0627\u06cc\u0646\u062f \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u0627\u0633\u062a. \u0645\u0633\u0626\u0644\u0647 \u0632\u0645\u0627\u0646\u06cc \u0627\u06cc\u062c\u0627\u062f \u0645\u06cc\u200c\u0634\u0648\u062f \u06a9\u0647 \u0627\u0646\u062a\u0642\u0627\u0644\u200c\u0647\u0627 \u063a\u06cc\u0631\u0636\u0631\u0648\u0631\u06cc\u060c \u062a\u06a9\u0631\u0627\u0631\u0634\u0648\u0646\u062f\u0647 \u06cc\u0627 \u0646\u0627\u0634\u06cc \u0627\u0632 \u0636\u0639\u0641 \u062f\u0631 \u0645\u0633\u06cc\u0631\u06cc\u0627\u0628\u06cc \u0648 \u062f\u0633\u062a\u0631\u0633\u06cc \u0628\u0647 \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u0628\u0627\u0634\u0646\u062f. \u0628\u0646\u0627\u0628\u0631\u0627\u06cc\u0646 \u0628\u0647\u062a\u0631 \u0627\u0633\u062a \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u062f\u0631 \u06a9\u0646\u0627\u0631 FCR\u060c \u0632\u0645\u0627\u0646 \u0627\u0646\u062a\u0638\u0627\u0631 \u0648 \u062f\u0644\u06cc\u0644 \u0627\u0646\u062a\u0642\u0627\u0644 \u062a\u0645\u0627\u0633 \u062a\u062d\u0644\u06cc\u0644 \u0634\u0648\u062f \u062a\u0627 \u0645\u0634\u062e\u0635 \u0634\u0648\u062f \u06a9\u062f\u0627\u0645 \u0627\u0646\u062a\u0642\u0627\u0644\u200c\u0647\u0627 \u0628\u0631\u0627\u06cc \u062d\u0644 \u0645\u0633\u0626\u0644\u0647 \u0636\u0631\u0648\u0631\u06cc \u0628\u0648\u062f\u0647\u200c\u0627\u0646\u062f \u0648 \u06a9\u062f\u0627\u0645\u06cc\u06a9 \u0646\u062a\u06cc\u062c\u0647 \u0646\u0642\u0635 \u062f\u0631 \u0641\u0631\u0622\u06cc\u0646\u062f\u060c \u0633\u06cc\u0633\u062a\u0645 \u06cc\u0627 \u0627\u062e\u062a\u06cc\u0627\u0631 \u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u0628\u0648\u062f\u0647\u200c\u0627\u0646\u062f. \u06a9\u0627\u0647\u0634 \u0627\u0646\u062a\u0642\u0627\u0644\u200c\u0647\u0627\u06cc \u063a\u06cc\u0631\u0636\u0631\u0648\u0631\u06cc \u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u062f \u0647\u0645 \u0632\u0645\u0627\u0646 \u0631\u0633\u06cc\u062f\u06af\u06cc \u0628\u0647 \u062f\u0631\u062e\u0648\u0627\u0633\u062a \u0631\u0627 \u06a9\u0627\u0647\u0634 \u062f\u0647\u062f \u0648 \u0647\u0645 \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0631\u0627 \u0628\u0647\u0628\u0648\u062f \u062f\u0647\u062f.<br \/><br \/><\/p><h3><b>Repeat Call Rate\u00a0 (<\/b><b>\u0646\u0631\u062e \u062a\u0645\u0627\u0633 \u062a\u06a9\u0631\u0627\u0631\u06cc)<\/b><\/h3><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0686\u0646\u062f \u062f\u0631\u0635\u062f \u0627\u0632 \u0645\u0634\u062a\u0631\u06cc\u0627\u0646 \u0628\u0631\u0627\u06cc \u06cc\u06a9 \u0645\u0633\u0626\u0644\u0647 \u0645\u0634\u0627\u0628\u0647 \u062f\u0648\u0628\u0627\u0631\u0647 \u062a\u0645\u0627\u0633 \u06af\u0631\u0641\u062a\u0647\u200c\u0627\u0646\u062f.<br \/><br \/><\/span><\/p><p><strong>\u0686\u0631\u0627 \u0627\u06cc\u0646 KPI \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/strong><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u062a\u0645\u0627\u0633 \u062a\u06a9\u0631\u0627\u0631\u06cc \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u06cc\u0639\u0646\u06cc \u0645\u0634\u06a9\u0644 \u062f\u0631 \u0647\u0645\u0627\u0646 \u062f\u0641\u0639\u0647 \u0627\u0648\u0644 \u0628\u0647\u200c\u062f\u0631\u0633\u062a\u06cc \u062d\u0644 \u0646\u0634\u062f\u0647 \u0627\u0633\u062a.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0631\u0627\u0628\u0637\u0647 \u0646\u0632\u062f\u06cc\u06a9\u06cc \u0628\u0627 FCR\u060c \u06a9\u06cc\u0641\u06cc\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u0648 \u0648\u0636\u0648\u062d \u0641\u0631\u0622\u06cc\u0646\u062f\u0647\u0627 \u062f\u0627\u0631\u062f.<br \/><br \/><\/span><\/p><p><strong>\u0634\u0627\u062e\u0635 \u0646\u0631\u062e \u062a\u0645\u0627\u0633 \u062a\u06a9\u0631\u0627\u0631\u06cc\u061b \u0633\u06cc\u06af\u0646\u0627\u0644\u06cc \u0628\u0631\u0627\u06cc \u067e\u06cc\u062f\u0627 \u06a9\u0631\u062f\u0646 \u0631\u06cc\u0634\u0647 \u0645\u0634\u06a9\u0644<\/strong><\/p><p>\u0628\u0627\u0644\u0627 \u0628\u0648\u062f\u0646 Repeat Call Rate \u0644\u0632\u0648\u0645\u0627\u064b \u0628\u0647 \u0627\u06cc\u0646 \u0645\u0639\u0646\u0627 \u0646\u06cc\u0633\u062a \u06a9\u0647 \u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u0639\u0645\u0644\u06a9\u0631\u062f \u0636\u0639\u06cc\u0641\u06cc \u062f\u0627\u0634\u062a\u0647 \u0627\u0633\u062a. \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u0639\u0644\u062a \u0622\u0646 \u062d\u0644 \u0646\u0634\u062f\u0646 \u0648\u0627\u0642\u0639\u06cc \u0645\u0633\u0626\u0644\u0647\u060c \u067e\u0627\u0633\u062e \u0646\u0627\u0642\u0635\u060c \u0641\u0631\u0622\u06cc\u0646\u062f \u067e\u06cc\u0686\u06cc\u062f\u0647\u060c \u0646\u0628\u0648\u062f \u062f\u0633\u062a\u0631\u0633\u06cc \u0628\u0647 \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u0645\u0634\u062a\u0631\u06cc \u06cc\u0627 \u062d\u062a\u06cc \u0627\u062e\u062a\u0644\u0627\u0644 \u062f\u0631 \u0645\u062d\u0635\u0648\u0644 \u0648 \u062e\u062f\u0645\u062a \u0628\u0627\u0634\u062f. \u0628\u0647 \u0647\u0645\u06cc\u0646 \u062f\u0644\u06cc\u0644\u060c \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0628\u0627\u06cc\u062f \u0647\u0645\u0631\u0627\u0647 \u0628\u0627 FCR\u060c \u0645\u0648\u0636\u0648\u0639 \u062a\u0645\u0627\u0633 \u0648 \u0639\u0644\u062a \u062a\u06a9\u0631\u0627\u0631 \u062a\u0645\u0627\u0633 \u0628\u0631\u0631\u0633\u06cc \u0634\u0648\u062f. \u062a\u062d\u0644\u06cc\u0644 \u0627\u06cc\u0646 \u062f\u0627\u062f\u0647\u200c\u0647\u0627 \u0628\u0647 \u0633\u0627\u0632\u0645\u0627\u0646 \u06a9\u0645\u06a9 \u0645\u06cc\u200c\u06a9\u0646\u062f \u0628\u0647\u200c\u062c\u0627\u06cc \u0635\u0631\u0641\u0627\u064b \u067e\u0627\u0633\u062e\u200c\u06af\u0648\u06cc\u06cc \u0628\u0647 \u062a\u0645\u0627\u0633\u200c\u0647\u0627\u06cc \u0628\u06cc\u0634\u062a\u0631\u060c \u0639\u0644\u062a \u0627\u06cc\u062c\u0627\u062f \u062a\u0645\u0627\u0633\u200c\u0647\u0627\u06cc \u062a\u06a9\u0631\u0627\u0631\u06cc \u0631\u0627 \u0634\u0646\u0627\u0633\u0627\u06cc\u06cc \u0648 \u0628\u0631\u0637\u0631\u0641 \u06a9\u0646\u062f.<br \/><br \/><\/p><h3><b>After Call Work \u06cc\u0627 ACW\u00a0 (<\/b><b>\u0632\u0645\u0627\u0646 \u0627\u0646\u062c\u0627\u0645 \u06a9\u0627\u0631\u0647\u0627\u06cc \u0628\u0639\u062f \u0627\u0632 \u062a\u0645\u0627\u0633)<\/b><\/h3><p><span style=\"font-weight: 400;\">ACW \u0645\u062f\u062a \u0632\u0645\u0627\u0646\u06cc \u0627\u0633\u062a \u06a9\u0647 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633 \u0628\u0639\u062f \u0627\u0632 \u067e\u0627\u06cc\u0627\u0646 \u0645\u06a9\u0627\u0644\u0645\u0647 \u0628\u0631\u0627\u06cc \u062b\u0628\u062a \u0627\u0637\u0644\u0627\u0639\u0627\u062a\u060c \u062a\u06a9\u0645\u06cc\u0644 \u067e\u0631\u0648\u0646\u062f\u0647\u060c \u062b\u0628\u062a \u062a\u06cc\u06a9\u062a \u06cc\u0627 \u0627\u0646\u062c\u0627\u0645 \u0627\u0642\u062f\u0627\u0645\u0627\u062a \u0645\u0631\u062a\u0628\u0637 \u0635\u0631\u0641 \u0645\u06cc\u200c\u06a9\u0646\u062f.<br \/><br \/><\/span><\/p><p><b>\u0627\u06af\u0631 ACW \u0632\u06cc\u0627\u062f \u0628\u0627\u0634\u062f\u060c \u0686\u0647 \u0628\u0631\u062f\u0627\u0634\u062a\u06cc \u0645\u06cc\u200c\u062a\u0648\u0627\u0646 \u062f\u0627\u0634\u062a\u061f<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0641\u0631\u0622\u06cc\u0646\u062f\u0647\u0627 \u067e\u06cc\u0686\u06cc\u062f\u0647\u200c\u0627\u0646\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0633\u06cc\u0633\u062a\u0645 \u06a9\u0627\u0631\u0628\u0631\u067e\u0633\u0646\u062f \u0646\u06cc\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u067e\u0631\u0627\u062a\u0648\u0631 \u0645\u062c\u0628\u0648\u0631 \u0627\u0633\u062a \u0686\u0646\u062f \u0627\u0628\u0632\u0627\u0631 \u0631\u0627 \u0647\u0645\u200c \u0632\u0645\u0627\u0646 \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u06a9\u0646\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u06cc\u06a9\u067e\u0627\u0631\u0686\u0647\u200c \u0633\u0627\u0632\u06cc \u0645\u0646\u0627\u0633\u0628\u06cc \u0628\u06cc\u0646 \u0633\u06cc\u0633\u062a\u0645\u200c\u0647\u0627 \u0648\u062c\u0648\u062f \u0646\u062f\u0627\u0631\u062f.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0627\u0632 \u0622\u0646 KPI\u0647\u0627\u06cc\u06cc \u0627\u0633\u062a \u06a9\u0647 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u062e\u06cc\u0644\u06cc \u062c\u062f\u06cc \u06af\u0631\u0641\u062a\u0647 \u0646\u0645\u06cc\u200c\u0634\u0648\u062f\u060c \u0627\u0645\u0627 \u062f\u0631 \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u0648\u0627\u0642\u0639\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u062b\u0631 \u0632\u06cc\u0627\u062f\u06cc \u062f\u0627\u0631\u062f.<br \/><br \/><\/span><\/p><p><strong>ACW \u067e\u0627\u06cc\u06cc\u0646 \u0647\u0645\u06cc\u0634\u0647 \u0628\u0647 \u0645\u0639\u0646\u06cc \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u0628\u0627\u0644\u0627\u062a\u0631 \u0646\u06cc\u0633\u062a!<\/strong><\/p><p>\u0647\u062f\u0641 \u0627\u0632 \u0645\u062f\u06cc\u0631\u06cc\u062a ACW \u0635\u0631\u0641\u0627\u064b \u06a9\u0627\u0647\u0634 \u0686\u0646\u062f \u062b\u0627\u0646\u06cc\u0647 \u0627\u0632 \u0632\u0645\u0627\u0646 \u0628\u0639\u062f \u0627\u0632 \u062a\u0645\u0627\u0633 \u0646\u06cc\u0633\u062a. \u0627\u06af\u0631 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633 \u0628\u0631\u0627\u06cc \u062b\u0628\u062a \u062f\u0642\u06cc\u0642 \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u06cc\u0627 \u062a\u06a9\u0645\u06cc\u0644 \u0641\u0631\u0622\u06cc\u0646\u062f\u0647\u0627\u06cc \u0636\u0631\u0648\u0631\u06cc \u0632\u0645\u0627\u0646 \u06a9\u0627\u0641\u06cc \u0646\u062f\u0627\u0634\u062a\u0647 \u0628\u0627\u0634\u062f\u060c \u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u0628\u062e\u0634\u06cc \u0627\u0632 \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u062b\u0628\u062a \u0646\u0634\u0648\u062f \u0648 \u062f\u0631 \u0627\u062f\u0627\u0645\u0647 \u0628\u0647 \u062e\u0637\u0627\u06cc \u0639\u0645\u0644\u06cc\u0627\u062a\u06cc\u060c \u062a\u0645\u0627\u0633 \u0645\u062c\u062f\u062f \u0645\u0634\u062a\u0631\u06cc \u06cc\u0627 \u06a9\u0627\u0647\u0634 \u06a9\u06cc\u0641\u06cc\u062a \u062e\u062f\u0645\u062a \u0645\u0646\u062c\u0631 \u0634\u0648\u062f. \u0628\u0646\u0627\u0628\u0631\u0627\u06cc\u0646 ACW \u0628\u0627\u06cc\u062f \u062f\u0631 \u06a9\u0646\u0627\u0631 \u06a9\u06cc\u0641\u06cc\u062a \u062b\u0628\u062a \u0627\u0637\u0644\u0627\u0639\u0627\u062a\u060c Repeat Call Rate \u0648 FCR \u0628\u0631\u0631\u0633\u06cc \u0634\u0648\u062f. \u06a9\u0627\u0647\u0634 ACW \u0632\u0645\u0627\u0646\u06cc \u0627\u0631\u0632\u0634\u0645\u0646\u062f \u0627\u0633\u062a \u06a9\u0647 \u0646\u062a\u06cc\u062c\u0647 \u0633\u0627\u062f\u0647\u200c \u0633\u0627\u0632\u06cc \u0641\u0631\u0622\u06cc\u0646\u062f\u0647\u0627\u060c \u062f\u0633\u062a\u0631\u0633\u06cc \u0628\u0647\u062a\u0631 \u0628\u0647 \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u0648 \u06cc\u06a9\u067e\u0627\u0631\u0686\u06af\u06cc \u0633\u06cc\u0633\u062a\u0645\u200c\u0647\u0627 \u0628\u0627\u0634\u062f\u060c \u0646\u0647 \u0635\u0631\u0641\u0627\u064b \u0627\u0641\u0632\u0627\u06cc\u0634 \u0633\u0631\u0639\u062a \u06a9\u0627\u0631\u0634\u0646\u0627\u0633.<br \/><br \/><\/p><h3><b>Quality Score\u00a0 (<\/b><b>\u0627\u0645\u062a\u06cc\u0627\u0632 \u06a9\u06cc\u0641\u06cc\u062a \u0645\u06a9\u0627\u0644\u0645\u0647)<\/b><\/h3><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 KPI \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0627\u0632 \u0637\u0631\u06cc\u0642 \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u062a\u0648\u0633\u0637 \u062a\u06cc\u0645 QA \u06cc\u0627 \u0633\u0648\u067e\u0631\u0648\u0627\u06cc\u0632\u0631 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0645\u0648\u0627\u0631\u062f\u06cc \u0645\u062b\u0644 \u0627\u06cc\u0646\u200c\u0647\u0627 \u062f\u0631 \u0627\u0645\u062a\u06cc\u0627\u0632 \u06a9\u06cc\u0641\u06cc\u062a \u0645\u06a9\u0627\u0644\u0645\u0647 \u0628\u0631\u0631\u0633\u06cc \u0645\u06cc\u200c\u0634\u0648\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0646\u062d\u0648\u0647 \u062e\u0648\u0634\u0627\u0645\u062f\u06af\u0648\u06cc\u06cc<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0644\u062d\u0646 \u0648 \u0627\u062f\u0628<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062f\u0642\u062a \u067e\u0627\u0633\u062e<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0631\u0639\u0627\u06cc\u062a \u0627\u0633\u06a9\u0631\u06cc\u067e\u062a<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0648\u0627\u0646 \u062d\u0644 \u0645\u0633\u0626\u0644\u0647<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0631\u0639\u0627\u06cc\u062a \u0627\u0633\u062a\u0627\u0646\u062f\u0627\u0631\u062f\u0647\u0627<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u062c\u0645\u0639\u200c\u0628\u0646\u062f\u06cc \u062f\u0631\u0633\u062a \u0645\u06a9\u0627\u0644\u0645\u0647<\/span><\/span>\u00a0<\/li><\/ul><p><b><br \/>\u0686\u0631\u0627 \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635 Quality Score \u0645\u0647\u0645 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0628\u0633\u06cc\u0627\u0631\u06cc \u0627\u0632 KPI\u0647\u0627\u06cc \u06a9\u0645\u06cc\u060c \u06a9\u06cc\u0641\u06cc\u062a \u0648\u0627\u0642\u0639\u06cc \u062a\u0639\u0627\u0645\u0644 \u0631\u0627 \u0646\u0634\u0627\u0646 \u0646\u0645\u06cc\u200c\u062f\u0647\u0646\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0645\u0645\u06a9\u0646 \u0627\u0633\u062a \u062a\u0645\u0627\u0633 \u0633\u0631\u06cc\u0639 \u062a\u0645\u0627\u0645 \u0634\u0648\u062f\u060c \u0648\u0644\u06cc \u0645\u06a9\u0627\u0644\u0645\u0647 \u0628\u06cc\u200c\u06a9\u06cc\u0641\u06cc\u062a \u0628\u0648\u062f\u0647 \u0628\u0627\u0634\u062f. Quality Score \u0627\u06cc\u0646 \u062e\u0644\u0623 \u0631\u0627 \u067e\u0648\u0634\u0634 \u0645\u06cc\u200c\u062f\u0647\u062f.<br \/><br \/><\/span><\/p><h2><b>\u06a9\u062f\u0627\u0645 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0645\u0647\u0645\u200c\u062a\u0631 \u0647\u0633\u062a\u0646\u062f\u061f<\/b><\/h2><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0633\u0624\u0627\u0644 \u0631\u0627\u06cc\u062c \u0627\u0633\u062a\u060c \u0627\u0645\u0627 \u067e\u0627\u0633\u062e \u06cc\u06a9\u0633\u0627\u0646\u06cc \u0628\u0631\u0627\u06cc \u0647\u0645\u0647 \u0633\u0627\u0632\u0645\u0627\u0646\u200c\u0647\u0627 \u0646\u062f\u0627\u0631\u062f. <\/span><span style=\"font-weight: 400;\">\u0627\u0646\u062a\u062e\u0627\u0628 \u0645\u0639\u06cc\u0627\u0631\u0647\u0627\u06cc \u0633\u0646\u062c\u0634 \u0639\u0645\u0644\u06a9\u0631\u062f \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0646\u0628\u0627\u06cc\u062f \u0635\u0631\u0641\u0627\u064b \u0628\u0631 \u0627\u0633\u0627\u0633 \u062a\u0639\u062f\u0627\u062f \u0634\u0627\u062e\u0635\u200c\u0647\u0627\u06cc\u06cc \u0628\u0627\u0634\u062f \u06a9\u0647 \u0633\u06cc\u0633\u062a\u0645 \u0642\u0627\u062f\u0631 \u0628\u0647 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u0622\u0646\u200c\u0647\u0627\u0633\u062a. KPI\u0647\u0627 \u0628\u0627\u06cc\u062f \u0645\u062a\u0646\u0627\u0633\u0628 \u0628\u0627 \u0627\u0647\u062f\u0627\u0641 \u0639\u0645\u0644\u06cc\u0627\u062a\u06cc\u060c \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0648 \u0627\u0648\u0644\u0648\u06cc\u062a\u200c\u0647\u0627\u06cc \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u0627\u0646\u062a\u062e\u0627\u0628 \u0634\u0648\u0646\u062f<br \/><br \/><\/span><\/p><p><b>\u0627\u06af\u0631 \u062a\u0645\u0631\u06a9\u0632 \u0634\u0645\u0627 \u0631\u0648\u06cc \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc \u0627\u0633\u062a:<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635\u200c\u0647\u0627 \u0645\u0647\u0645\u200c\u062a\u0631\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">CSAT<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">FCR<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ASA<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Abandonment Rate<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Quality Score<\/span><\/span>\u00a0<\/li><\/ul><p><b><br \/>\u0627\u06af\u0631 \u062a\u0645\u0631\u06a9\u0632 \u0634\u0645\u0627 \u0631\u0648\u06cc \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u0639\u0645\u0644\u06cc\u0627\u062a\u06cc \u0627\u0633\u062a:<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 \u0634\u0627\u062e\u0635\u200c\u0647\u0627 \u0645\u0647\u0645\u200c\u062a\u0631\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">AHT<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Occupancy<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ACW<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">SLA<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0646\u0631\u062e \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u0627\u0632 \u0645\u0646\u0627\u0628\u0639<\/span><\/span>\u00a0<\/li><\/ul><p><b><br \/>\u0627\u06af\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0646\u0642\u0634 \u0641\u0631\u0648\u0634 \u0647\u0645 \u062f\u0627\u0631\u062f:<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06cc\u0646 KPI\u0647\u0627 \u0647\u0645 \u0628\u0627\u06cc\u062f \u0627\u0636\u0627\u0641\u0647 \u0634\u0648\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conversion Rate<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lead-to-Sale Rate<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0646\u0631\u062e \u062a\u0645\u0627\u0633 \u0645\u0648\u0641\u0642<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0646\u0631\u062e \u067e\u06cc\u06af\u06cc\u0631\u06cc \u0645\u0624\u062b\u0631<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u062f\u0631\u0622\u0645\u062f \u0628\u0647\u200c\u0627\u0632\u0627\u06cc \u062a\u0645\u0627\u0633 \u06cc\u0627 \u0627\u067e\u0631\u0627\u062a\u0648\u0631<\/span><\/span>\u00a0<\/li><\/ul><p><span style=\"font-weight: 400;\"><strong><br \/>\u0646\u06a9\u062a\u0647 \u0645\u0647\u0645 \u0627\u06cc\u0646 \u0627\u0633\u062a<\/strong> \u06a9\u0647 \u0633\u0627\u0632\u0645\u0627\u0646 \u0646\u0628\u0627\u06cc\u062f \u0641\u0642\u0637 KPI\u0647\u0627\u06cc\u06cc \u0631\u0627 \u0627\u0646\u062a\u062e\u0627\u0628 \u06a9\u0646\u062f \u06a9\u0647 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc\u200c\u0634\u0627\u0646 \u0622\u0633\u0627\u0646 \u0627\u0633\u062a. <\/span>\u0628\u0627\u06cc\u062f KPI\u0647\u0627\u06cc\u06cc \u0631\u0627 \u0627\u0646\u062a\u062e\u0627\u0628 \u06a9\u0646\u062f \u06a9\u0647 \u0648\u0627\u0642\u0639\u0627\u064b \u0628\u0647 \u0627\u0647\u062f\u0627\u0641 \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u0648\u0635\u0644 \u0628\u0627\u0634\u0646\u062f.<br \/><br \/><\/p><h2><b>\u0627\u0634\u062a\u0628\u0627\u0647\u0627\u062a \u0631\u0627\u06cc\u062c \u062f\u0631 \u062a\u062d\u0644\u06cc\u0644 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/b><\/h2><p><b>\u06f1. \u062a\u0645\u0631\u06a9\u0632 \u0627\u0641\u0631\u0627\u0637\u06cc \u0631\u0648\u06cc AHT<\/b><\/p><p><span style=\"font-weight: 400;\">\u06a9\u0627\u0647\u0634 AHT \u0627\u06af\u0631 \u0628\u0647 \u0627\u0641\u062a \u06a9\u06cc\u0641\u06cc\u062a \u0645\u0646\u062c\u0631 \u0634\u0648\u062f\u060c \u0628\u0647 \u0646\u0641\u0639 \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u0646\u06cc\u0633\u062a.<br \/><\/span><\/p><p><b>\u06f2. \u062a\u062d\u0644\u06cc\u0644 \u062c\u062f\u0627\u06af\u0627\u0646\u0647 \u0647\u0631 KPI<\/b><\/p><p><span style=\"font-weight: 400;\">\u0647\u06cc\u0686 \u0634\u0627\u062e\u0635\u06cc \u0646\u0628\u0627\u06cc\u062f \u0628\u0647\u200c\u062a\u0646\u0647\u0627\u06cc\u06cc \u0642\u0636\u0627\u0648\u062a \u0634\u0648\u062f.<\/span><\/p><p><span style=\"font-weight: 400;\">\u0645\u062b\u0644\u0627\u064b:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">AHT \u0628\u062f\u0648\u0646 FCR \u06af\u0645\u0631\u0627\u0647\u200c\u06a9\u0646\u0646\u062f\u0647 \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">SLA \u0628\u062f\u0648\u0646 CSAT \u0646\u0627\u0642\u0635 \u0627\u0633\u062a.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Occupancy \u0628\u062f\u0648\u0646 Quality Score \u062e\u0637\u0631\u0646\u0627\u06a9 \u0627\u0633\u062a.<\/span><\/span>\u00a0<\/li><\/ul><p><b><br \/>\u06f3. \u06cc\u06a9\u0633\u0627\u0646\u200c\u06af\u0631\u0641\u062a\u0646 \u0647\u0645\u0647 \u062a\u06cc\u0645\u200c\u0647\u0627<\/b><\/p><p><span style=\"font-weight: 400;\">KPI \u0645\u0646\u0627\u0633\u0628 \u0628\u0631\u0627\u06cc \u062a\u06cc\u0645 \u0641\u0631\u0648\u0634\u060c \u067e\u0634\u062a\u06cc\u0628\u0627\u0646\u06cc \u0641\u0646\u06cc \u0648 \u0634\u06a9\u0627\u06cc\u0627\u062a \u06cc\u06a9\u0633\u0627\u0646 \u0646\u06cc\u0633\u062a.<br \/><\/span><\/p><p><b>\u06f4. \u0646\u062f\u0627\u0634\u062a\u0646 Target \u0648\u0627\u0642\u0639\u06cc<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0647\u062f\u0641\u200c\u06af\u0630\u0627\u0631\u06cc \u0627\u0632 \u0648\u0627\u0642\u0639\u06cc\u062a \u0639\u0645\u0644\u06cc\u0627\u062a \u062f\u0648\u0631 \u0628\u0627\u0634\u062f\u060c \u062a\u06cc\u0645 \u0641\u0642\u0637 \u0628\u0631\u0627\u06cc \u067e\u0631\u06a9\u0631\u062f\u0646 \u0639\u062f\u062f \u06a9\u0627\u0631 \u0645\u06cc\u200c\u06a9\u0646\u062f\u060c \u0646\u0647 \u0628\u0631\u0627\u06cc \u0628\u0647\u0628\u0648\u062f \u0648\u0627\u0642\u0639\u06cc.<\/span><\/p><p><b>\u06f5. \u0646\u0627\u062f\u06cc\u062f\u0647\u200c\u06af\u0631\u0641\u062a\u0646 \u0627\u0628\u0632\u0627\u0631 \u06af\u0632\u0627\u0631\u0634\u200c\u06af\u06cc\u0631\u06cc<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0633\u06cc\u0633\u062a\u0645 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u06af\u0632\u0627\u0631\u0634 \u062f\u0642\u06cc\u0642 \u0648 \u0644\u062d\u0638\u0647\u200c\u0627\u06cc \u0646\u062f\u0627\u0634\u062a\u0647 \u0628\u0627\u0634\u062f\u060c KPI\u0647\u0627 \u06cc\u0627 \u0646\u0627\u0642\u0635 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f \u06cc\u0627 \u062f\u06cc\u0631\u0647\u0646\u06af\u0627\u0645.<br \/><\/span><\/p><p>\u00a0<\/p><h2><b>\u0686\u0637\u0648\u0631 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0631\u0627 \u062f\u0631\u0633\u062a \u0627\u0646\u062a\u062e\u0627\u0628 \u06a9\u0646\u06cc\u0645\u061f<\/b><\/h2><p><span style=\"font-weight: 400;\">\u0628\u0631\u0627\u06cc \u0627\u0646\u062a\u062e\u0627\u0628 \u062f\u0631\u0633\u062a KPI\u0647\u0627\u060c \u0627\u06cc\u0646 \u06f5 \u0633\u0624\u0627\u0644 \u0631\u0627 \u0628\u067e\u0631\u0633\u06cc\u062f:<\/span><\/p><p><b>\u06f1. \u0647\u062f\u0641 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0686\u06cc\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc\u060c \u067e\u0634\u062a\u06cc\u0628\u0627\u0646\u06cc\u060c \u0641\u0631\u0648\u0634\u060c \u0634\u06a9\u0627\u06cc\u062a\u060c \u06cc\u0627 \u062a\u0631\u06a9\u06cc\u0628\u06cc \u0627\u0632 \u0627\u06cc\u0646\u200c\u0647\u0627\u061f<br \/><\/span><\/p><p><b>\u06f2. \u0686\u0647 \u0686\u06cc\u0632\u06cc \u0628\u0631\u0627\u06cc \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u0645\u0647\u0645\u200c\u062a\u0631 \u0627\u0633\u062a\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0633\u0631\u0639\u062a\u061f \u0631\u0636\u0627\u06cc\u062a\u061f \u062d\u0644 \u0645\u0633\u0626\u0644\u0647\u061f \u0641\u0631\u0648\u0634\u061f \u06a9\u0627\u0647\u0634 \u0647\u0632\u06cc\u0646\u0647\u061f<\/span><\/p><p><b>\u06f3. \u0645\u0634\u062a\u0631\u06cc\u0627\u0646 \u0628\u06cc\u0634\u062a\u0631 \u0627\u0632 \u0686\u0647 \u0686\u06cc\u0632\u06cc \u0646\u0627\u0631\u0627\u0636\u06cc \u0645\u06cc\u200c\u0634\u0648\u0646\u062f\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u062a\u0627\u062e\u06cc\u0631\u060c \u0628\u06cc\u200c\u062f\u0642\u062a\u06cc\u060c \u0627\u0646\u062a\u0642\u0627\u0644 \u0632\u06cc\u0627\u062f\u060c \u067e\u0627\u0633\u062e \u0646\u0627\u0642\u0635 \u06cc\u0627 \u067e\u06cc\u06af\u06cc\u0631\u06cc \u0636\u0639\u06cc\u0641\u061f<\/span><\/p><p><b>\u06f4. \u0622\u06cc\u0627 \u0633\u06cc\u0633\u062a\u0645 \u06af\u0632\u0627\u0631\u0634\u200c\u06af\u06cc\u0631\u06cc \u062f\u0642\u06cc\u0642 \u062f\u0627\u0631\u06cc\u062f\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0628\u062f\u0648\u0646 \u062f\u0627\u062f\u0647 \u0642\u0627\u0628\u0644 \u0627\u0639\u062a\u0645\u0627\u062f\u060c KPI \u0641\u0642\u0637 \u06cc\u06a9 \u0639\u062f\u062f \u0638\u0627\u0647\u0631\u06cc \u0627\u0633\u062a.<\/span><\/p><p><b>\u06f5. \u0622\u06cc\u0627 KPI\u0647\u0627 \u0642\u0627\u0628\u0644 \u0627\u0642\u062f\u0627\u0645 \u0647\u0633\u062a\u0646\u062f\u061f<\/b><\/p><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0634\u0627\u062e\u0635\u06cc \u0631\u0627 \u0646\u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u06cc\u062f \u0628\u0647 \u062a\u0635\u0645\u06cc\u0645 \u0639\u0645\u0644\u06cc \u062a\u0628\u062f\u06cc\u0644 \u06a9\u0646\u06cc\u062f\u060c \u0627\u0631\u0632\u0634 \u0645\u062f\u06cc\u0631\u06cc\u062a\u06cc\u200c\u0627\u0634 \u0645\u062d\u062f\u0648\u062f \u0627\u0633\u062a.<\/span><\/p><p>\u00a0<\/p><h2><b>\u0646\u0642\u0634 \u0646\u0631\u0645 \u0627\u0641\u0632\u0627\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062f\u0631 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc KPI\u0647\u0627<\/b><\/h2><p><span style=\"font-weight: 400;\">\u0627\u06af\u0631 \u0628\u062e\u0648\u0627\u0647\u06cc\u0645 \u0635\u0631\u06cc\u062d \u0628\u06af\u0648\u06cc\u06cc\u0645\u060c \u0628\u062f\u0648\u0646 \u0627\u0628\u0632\u0627\u0631 \u0645\u0646\u0627\u0633\u0628\u060c \u0645\u062f\u06cc\u0631\u06cc\u062a KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0646\u0627\u0642\u0635 \u0648 \u067e\u0631\u062e\u0637\u0627\u0633\u062a.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong><span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/telc.ir\/fa\/articles\/what-is-on-premises-call-center\/\">\u0646\u0631\u0645\u200c\u0627\u0641\u0632\u0627\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/a><\/span><\/strong> \u0628\u0627\u06cc\u062f \u0628\u062a\u0648\u0627\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u06af\u0632\u0627\u0631\u0634\u200c\u0647\u0627\u06cc \u062f\u0642\u06cc\u0642 \u0648 \u0644\u062d\u0638\u0647\u200c\u0627\u06cc \u0627\u0631\u0627\u0626\u0647 \u062f\u0647\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u0631\u0627 \u0628\u0631 \u0627\u0633\u0627\u0633 \u0635\u0641\u060c \u06a9\u0627\u0631\u0634\u0646\u0627\u0633\u060c \u0632\u0645\u0627\u0646 \u0648 \u0646\u0648\u0639 \u062f\u0631\u062e\u0648\u0627\u0633\u062a \u062a\u0641\u06a9\u06cc\u06a9 \u06a9\u0646\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062f\u0627\u0634\u0628\u0648\u0631\u062f \u0645\u062f\u06cc\u0631\u06cc\u062a\u06cc \u062f\u0627\u0634\u062a\u0647 \u0628\u0627\u0634\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062f\u0627\u062f\u0647\u200c\u0647\u0627 \u0631\u0627 \u0628\u0631\u0627\u06cc \u062a\u062d\u0644\u06cc\u0644 \u0639\u0645\u0644\u06a9\u0631\u062f \u062f\u0631 \u0627\u062e\u062a\u06cc\u0627\u0631 \u0633\u0648\u067e\u0631\u0648\u0627\u06cc\u0632\u0631 \u0642\u0631\u0627\u0631 \u062f\u0647\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u0645\u06a9\u0627\u0646 \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u06a9\u06cc\u0641\u06cc\u062a \u062a\u0645\u0627\u0633 \u0648 \u0645\u0627\u0646\u06cc\u062a\u0648\u0631\u06cc\u0646\u06af \u0631\u0627 \u0641\u0631\u0627\u0647\u0645 \u06a9\u0646\u062f.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u0628\u0627 CRM \u0648 \u0633\u0627\u06cc\u0631 \u0633\u06cc\u0633\u062a\u0645\u200c\u0647\u0627\u06cc \u0633\u0627\u0632\u0645\u0627\u0646\u06cc \u06cc\u06a9\u067e\u0627\u0631\u0686\u0647 \u0634\u0648\u062f.<\/span><\/span>\u00a0<\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0627\u06af\u0631 \u0627\u06cc\u0646 \u0642\u0627\u0628\u0644\u06cc\u062a\u200c\u0647\u0627 \u0648\u062c\u0648\u062f \u0646\u062f\u0627\u0634\u062a\u0647 \u0628\u0627\u0634\u062f\u060c \u0645\u062f\u06cc\u0631\u0627\u0646 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u06cc\u0627 \u0628\u0627 \u06af\u0632\u0627\u0631\u0634\u200c\u0647\u0627\u06cc \u062f\u0633\u062a\u06cc \u06a9\u0627\u0631 \u0645\u06cc\u200c\u06a9\u0646\u0646\u062f \u06cc\u0627 \u062e\u06cc\u0644\u06cc \u062f\u06cc\u0631 \u0645\u062a\u0648\u062c\u0647 \u0627\u0641\u062a \u0639\u0645\u0644\u06a9\u0631\u062f \u0645\u06cc\u200c\u0634\u0648\u0646\u062f.<\/span><\/p><p>\u00a0<\/p><h2><b>\u062c\u0645\u0639\u200c\u0628\u0646\u062f\u06cc: <\/b><\/h2><p><b>KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0641\u0642\u0637 \u0639\u062f\u062f \u0646\u06cc\u0633\u062a\u0646\u062f\u060c \u0627\u0628\u0632\u0627\u0631 \u062a\u0635\u0645\u06cc\u0645\u200c\u06af\u06cc\u0631\u06cc\u200c\u0627\u0646\u062f<\/b><\/p><p><span style=\"font-weight: 400;\">KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0632\u0645\u0627\u0646\u06cc \u0627\u0631\u0632\u0634 \u062f\u0627\u0631\u0646\u062f \u06a9\u0647 \u0628\u0647 \u0633\u0627\u0632\u0645\u0627\u0646 \u06a9\u0645\u06a9 \u06a9\u0646\u0646\u062f \u062a\u0635\u0645\u06cc\u0645 \u0628\u0647\u062a\u0631\u06cc \u0628\u06af\u06cc\u0631\u062f. <\/span><span style=\"font-weight: 400;\">\u0647\u062f\u0641 \u0627\u0632 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635\u200c\u0647\u0627 \u0641\u0642\u0637 \u062a\u0647\u06cc\u0647 \u06af\u0632\u0627\u0631\u0634 \u0646\u06cc\u0633\u062a\u061b \u0628\u0644\u06a9\u0647 \u067e\u06cc\u062f\u0627 \u06a9\u0631\u062f\u0646 \u06af\u0644\u0648\u06af\u0627\u0647\u200c\u0647\u0627\u060c \u0628\u0647\u0628\u0648\u062f \u062a\u062c\u0631\u0628\u0647 \u0645\u0634\u062a\u0631\u06cc\u060c \u0627\u0641\u0632\u0627\u06cc\u0634 \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u0648 \u0647\u0645\u200c\u0631\u0627\u0633\u062a\u0627 \u06a9\u0631\u062f\u0646 \u0639\u0645\u0644\u06cc\u0627\u062a \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0628\u0627 \u0627\u0647\u062f\u0627\u0641 \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u0627\u0633\u062a. <\/span><span style=\"font-weight: 400;\">\u062f\u0631 \u0645\u06cc\u0627\u0646 \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 <\/span>\u0634\u0627\u062e\u0635 \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<span style=\"font-weight: 400;\">\u060c \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0627\u06cc\u0646 \u0645\u0648\u0627\u0631\u062f \u0628\u06cc\u0634\u062a\u0631\u06cc\u0646 \u0627\u0647\u0645\u06cc\u062a \u0631\u0627 \u062f\u0627\u0631\u0646\u062f:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">AHT<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">FCR<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">SLA<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ASA<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Abandonment Rate<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">CSAT<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quality Score<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Occupancy<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"><br \/>\u0627\u0645\u0627 \u0647\u06cc\u0686 KPI\u0627\u06cc \u0628\u0647\u200c \u062a\u0646\u0647\u0627\u06cc\u06cc \u06a9\u0627\u0641\u06cc \u0646\u06cc\u0633\u062a. <\/span><span style=\"font-weight: 400;\">\u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0632\u0645\u0627\u0646\u06cc \u0648\u0627\u0642\u0639\u0627\u064b \u0628\u0647\u06cc\u0646\u0647 \u0645\u06cc\u200c\u0634\u0648\u062f \u06a9\u0647 \u0627\u06cc\u0646 \u0634\u0627\u062e\u0635\u200c\u0647\u0627 \u062f\u0631 \u06a9\u0646\u0627\u0631 \u0647\u0645 \u0648 \u0628\u0627 \u062a\u0648\u062c\u0647 \u0628\u0647 \u0646\u0648\u0639 \u06a9\u0633\u0628\u200c\u0648\u06a9\u0627\u0631 \u062a\u062d\u0644\u06cc\u0644 \u0634\u0648\u0646\u062f.<br \/><br \/><\/span><\/p><h3><strong>\u0645\u062f\u06cc\u0631\u06cc\u062a \u062f\u0642\u06cc\u0642\u200c\u062a\u0631 \u0639\u0645\u0644\u06a9\u0631\u062f \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/strong><\/h3><p>\u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0632\u0645\u0627\u0646\u06cc \u0627\u0631\u0632\u0634\u0645\u0646\u062f \u0627\u0633\u062a \u06a9\u0647 \u062f\u0627\u062f\u0647\u200c\u0647\u0627\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f\u06cc \u0628\u0647\u200c\u0635\u0648\u0631\u062a \u062f\u0642\u06cc\u0642\u060c \u0644\u062d\u0638\u0647\u200c\u0627\u06cc \u0648 \u0642\u0627\u0628\u0644 \u062a\u062d\u0644\u06cc\u0644 \u062f\u0631 \u0627\u062e\u062a\u06cc\u0627\u0631 \u0645\u062f\u06cc\u0631\u0627\u0646 \u0648 \u062a\u06cc\u0645\u200c\u0647\u0627\u06cc \u0639\u0645\u0644\u06cc\u0627\u062a\u06cc \u0642\u0631\u0627\u0631 \u0628\u06af\u06cc\u0631\u0646\u062f. \u0627\u06af\u0631 \u0628\u0647 \u062f\u0646\u0628\u0627\u0644 \u0631\u0627\u0647\u06a9\u0627\u0631\u06cc \u0628\u0631\u0627\u06cc \u0645\u062f\u06cc\u0631\u06cc\u062a \u06cc\u06a9\u067e\u0627\u0631\u0686\u0647\u200c\u062a\u0631 \u0639\u0645\u0644\u06cc\u0627\u062a \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0647\u0633\u062a\u06cc\u062f\u060c \u0645\u06cc\u200c\u062a\u0648\u0627\u0646\u06cc\u062f <strong><span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/telc.ir\/fa\/solutions\/\">\u0631\u0627\u0647\u06a9\u0627\u0631\u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u062a\u0644\u200c\u0633\u06cc<\/a><\/span><\/strong> \u0631\u0627 \u0628\u0631\u0631\u0633\u06cc \u06a9\u0646\u06cc\u062f \u0648 \u0628\u0627 \u0642\u0627\u0628\u0644\u06cc\u062a\u200c\u0647\u0627\u06cc <span style=\"color: #ff9900;\"><strong><a style=\"color: #ff9900;\" href=\"https:\/\/telc.ir\/fa\/features\/kpi-monitoring\/\">\u0645\u0627\u0646\u06cc\u062a\u0648\u0631\u06cc\u0646\u06af \u0648 \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633<\/a><\/strong><\/span> \u0622\u0634\u0646\u0627 \u0634\u0648\u06cc\u062f. \u0628\u0631\u0627\u06cc \u0628\u0631\u0631\u0633\u06cc \u0645\u062a\u0646\u0627\u0633\u0628 \u0628\u0627 \u0646\u06cc\u0627\u0632\u0647\u0627\u06cc \u0633\u0627\u0632\u0645\u0627\u0646 \u0648 \u062f\u0631\u06cc\u0627\u0641\u062a \u0627\u0637\u0644\u0627\u0639\u0627\u062a \u0628\u06cc\u0634\u062a\u0631\u060c \u0627\u0632 \u0637\u0631\u06cc\u0642 <span style=\"color: #ff9900;\"><strong><a style=\"color: #ff9900;\" href=\"https:\/\/telc.ir\/fa\/contact_sales\/\">\u062f\u0631\u062e\u0648\u0627\u0633\u062a \u062f\u0645\u0648<\/a><\/strong><\/span> \u0628\u0627 \u06a9\u0627\u0631\u0634\u0646\u0627\u0633\u0627\u0646 \u062a\u0644\u200c\u0633\u06cc \u062f\u0631 \u0627\u0631\u062a\u0628\u0627\u0637 \u0628\u0627\u0634\u06cc\u062f.<\/p><p>\u00a0<\/p><h2><b>\u0645\u0646\u0627\u0628\u0639 (<\/b><b>References)\u00a0<\/b><\/h2><ul><li dir=\"ltr\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.zendesk.com\/blog\/call-center-metrics\/\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a> \/ Call Center Metrics.<\/span><\/li><li dir=\"ltr\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.talkdesk.com\/blog\/contact-center-metrics\/\" target=\"_blank\" rel=\"noopener\">Talkdesk<\/a> \/ Contact Center Metrics and KPIs.<\/span><\/li><li dir=\"ltr\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/capabilities\/reporting-and-analytics\" target=\"_blank\" rel=\"noopener\">Genesys<\/a> \/ Contact Center Reporting and Analytics.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6df3a8c e-flex e-con-boxed e-con e-parent\" data-id=\"6df3a8c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f034e9c elementor-widget elementor-widget-heading\" data-id=\"f034e9c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">\u0633\u0648\u0627\u0644\u0627\u062a \u0645\u062a\u062f\u0627\u0648\u0644 <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b94bc1 elementor-widget__width-initial elementor-widget elementor-widget-n-accordion\" data-id=\"1b94bc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;all_collapsed&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2890\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2890\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0686\u06cc\u0633\u062a\u061f <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><i aria-hidden=\"true\" class=\"fas fa-minus-circle\"><\/i><\/span>\n\t\t\t<span class='e-closed'><i aria-hidden=\"true\" class=\"fas fa-plus-circle\"><\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2890\" class=\"elementor-element elementor-element-0f59816 e-con-full e-flex e-con e-child\" data-id=\"0f59816\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c38a596 elementor-widget elementor-widget-text-editor\" data-id=\"c38a596\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0634\u0627\u062e\u0635\u200c \u0647\u0627\u06cc \u0642\u0627\u0628\u0644 \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc \u0647\u0633\u062a\u0646\u062f \u06a9\u0647 \u0628\u0631\u0627\u06cc \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u0639\u0645\u0644\u06a9\u0631\u062f \u06a9\u0627\u0644 \u0633\u0646\u062a\u0631 \u062f\u0631 \u062d\u0648\u0632\u0647\u200c\u0647\u0627\u06cc\u06cc \u0645\u062b\u0644 \u0633\u0631\u0639\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc\u060c \u06a9\u06cc\u0641\u06cc\u062a \u062e\u062f\u0645\u0627\u062a\u060c \u0631\u0636\u0627\u06cc\u062a \u0645\u0634\u062a\u0631\u06cc \u0648 \u0628\u0647\u0631\u0647\u200c\u0648\u0631\u06cc \u062a\u06cc\u0645 \u0627\u0633\u062a\u0641\u0627\u062f\u0647 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2891\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2891\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u06a9\u062f\u0627\u0645\u200c\u0627\u0646\u062f\u061f <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><i aria-hidden=\"true\" class=\"fas fa-minus-circle\"><\/i><\/span>\n\t\t\t<span class='e-closed'><i aria-hidden=\"true\" class=\"fas fa-plus-circle\"><\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2891\" class=\"elementor-element elementor-element-87a7e82 e-con-full e-flex e-con e-child\" data-id=\"87a7e82\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1b71135 elementor-widget elementor-widget-text-editor\" data-id=\"1b71135\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">\u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 KPI \u0647\u0627 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0634\u0627\u0645\u0644 AHT\u060c FCR\u060c SLA\u060c ASA\u060c \u0646\u0631\u062e \u0631\u0647\u0627 \u0634\u062f\u0646 \u062a\u0645\u0627\u0633\u060c CSAT\u060c Occupancy \u0648 Quality Score \u0647\u0633\u062a\u0646\u062f.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2892\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2892\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> \u0622\u06cc\u0627 AHT \u0645\u0647\u0645\u200c\u062a\u0631\u06cc\u0646 \u0634\u0627\u062e\u0635 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0627\u0633\u062a\u061f <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><i aria-hidden=\"true\" class=\"fas fa-minus-circle\"><\/i><\/span>\n\t\t\t<span class='e-closed'><i aria-hidden=\"true\" class=\"fas fa-plus-circle\"><\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2892\" class=\"elementor-element elementor-element-6233a13 e-con-full e-flex e-con e-child\" data-id=\"6233a13\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-23db4d6 elementor-widget elementor-widget-text-editor\" data-id=\"23db4d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">\u0628\u0644\u0647. AHT \u0645\u0647\u0645 \u0627\u0633\u062a\u060c \u0627\u0645\u0627 \u0628\u0647\u200c\u062a\u0646\u0647\u0627\u06cc\u06cc \u06a9\u0627\u0641\u06cc \u0646\u06cc\u0633\u062a. \u0627\u06af\u0631 \u0641\u0642\u0637 \u0632\u0645\u0627\u0646 \u062a\u0645\u0627\u0633 \u0631\u0627 \u06a9\u0627\u0647\u0634 \u062f\u0647\u06cc\u062f \u0648\u0644\u06cc \u06a9\u06cc\u0641\u06cc\u062a \u067e\u0627\u0633\u062e\u06af\u0648\u06cc\u06cc \u0627\u0641\u062a \u06a9\u0646\u062f\u060c \u0639\u0645\u0644\u06a9\u0631\u062f \u0648\u0627\u0642\u0639\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0628\u0647\u062a\u0631 \u0646\u0634\u062f\u0647 \u0627\u0633\u062a.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2893\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2893\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> FCR \u0686\u0631\u0627 \u062f\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0645\u0647\u0645 \u0627\u0633\u062a\u061f <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><i aria-hidden=\"true\" class=\"fas fa-minus-circle\"><\/i><\/span>\n\t\t\t<span class='e-closed'><i aria-hidden=\"true\" class=\"fas fa-plus-circle\"><\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2893\" class=\"elementor-element elementor-element-6cd2252 e-flex e-con-boxed e-con e-child\" data-id=\"6cd2252\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-db65e3d elementor-widget elementor-widget-text-editor\" data-id=\"db65e3d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">\u0686\u0648\u0646 \u0646\u0634\u0627\u0646 \u0645\u06cc\u200c\u062f\u0647\u062f \u0686\u0646\u062f \u062f\u0631\u0635\u062f \u0645\u0634\u06a9\u0644\u0627\u062a \u0645\u0634\u062a\u0631\u06cc \u062f\u0631 \u0647\u0645\u0627\u0646 \u062a\u0645\u0627\u0633 \u0627\u0648\u0644 \u062d\u0644 \u0645\u06cc\u200c\u0634\u0648\u0646\u062f. FCR \u0628\u0627\u0644\u0627 \u0645\u0639\u0645\u0648\u0644\u0627\u064b \u0628\u0647 \u0631\u0636\u0627\u06cc\u062a \u0628\u06cc\u0634\u062a\u0631 \u0645\u0634\u062a\u0631\u06cc \u0648 \u06a9\u0627\u0647\u0634 \u062a\u0645\u0627\u0633\u200c\u0647\u0627\u06cc \u062a\u06a9\u0631\u0627\u0631\u06cc \u0645\u0646\u062c\u0631 \u0645\u06cc\u200c\u0634\u0648\u062f.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2894\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2894\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> \u0628\u0631\u0627\u06cc \u0627\u0646\u062f\u0627\u0632\u0647\u200c\u06af\u06cc\u0631\u06cc KPI \u0647\u0627\u06cc \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0628\u0647 \u0686\u0647 \u0627\u0628\u0632\u0627\u0631\u06cc \u0646\u06cc\u0627\u0632 \u0627\u0633\u062a\u061f <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><i aria-hidden=\"true\" class=\"fas fa-minus-circle\"><\/i><\/span>\n\t\t\t<span class='e-closed'><i aria-hidden=\"true\" class=\"fas fa-plus-circle\"><\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2894\" class=\"elementor-element elementor-element-02d7c3d e-flex e-con-boxed e-con e-child\" data-id=\"02d7c3d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-36ef9f0 elementor-widget elementor-widget-text-editor\" data-id=\"36ef9f0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">\u0628\u0647 \u0646\u0631\u0645\u200c\u0627\u0641\u0632\u0627\u0631 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0628\u0627 \u0642\u0627\u0628\u0644\u06cc\u062a \u06af\u0632\u0627\u0631\u0634\u200c\u06af\u06cc\u0631\u06cc\u060c \u062f\u0627\u0634\u0628\u0648\u0631\u062f \u0645\u062f\u06cc\u0631\u06cc\u062a\u06cc\u060c \u0645\u0627\u0646\u06cc\u062a\u0648\u0631\u06cc\u0646\u06af\u060c \u0627\u0631\u0632\u06cc\u0627\u0628\u06cc \u06a9\u06cc\u0641\u06cc\u062a \u0648 \u062f\u0631 \u0635\u0648\u0631\u062a \u0646\u06cc\u0627\u0632 \u06cc\u06a9\u067e\u0627\u0631\u0686\u0647\u200c\u0633\u0627\u0632\u06cc \u0628\u0627 CRM \u0646\u06cc\u0627\u0632 \u062f\u0627\u0631\u06cc\u062f.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>\u0645\u0642\u062f\u0645\u0647 \u0627\u06af\u0631 \u0642\u0631\u0627\u0631 \u0628\u0627\u0634\u062f \u0639\u0645\u0644\u06a9\u0631\u062f \u06cc\u06a9 \u0645\u0631\u06a9\u0632 \u062a\u0645\u0627\u0633 \u0631\u0627 \u0641\u0642\u0637 \u0628\u0627 \u062a\u0639\u062f\u0627\u062f \u062a\u0645\u0627\u0633\u200c\u0647\u0627 \u06cc\u0627 \u0634\u0644\u0648\u063a\u200c\u0628\u0648\u062f\u0646 \u0627\u067e\u0631\u0627\u062a\u0648\u0631\u0647\u0627 \u0628\u0633\u0646\u062c\u06cc\u0645\u060c \u062e\u06cc\u0644\u06cc \u0632\u0648\u062f \u062f\u0686\u0627\u0631 \u062e\u0637\u0627 \u0645\u06cc\u200c\u0634\u0648\u06cc\u0645. \u0686\u0648\u0646 \u062f\u0631 \u0639\u0645\u0644\u060c 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