{"id":797,"date":"2024-11-01T19:34:11","date_gmt":"2024-11-01T10:34:11","guid":{"rendered":"https:\/\/03plus.net\/enterprise\/column\/?p=797"},"modified":"2024-11-01T19:34:12","modified_gmt":"2024-11-01T10:34:12","slug":"call-center-kpi","status":"publish","type":"post","link":"https:\/\/03plus.net\/enterprise\/column\/call-center-kpi\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u3092\u89e3\u8aac\uff01\u8a2d\u5b9a\u3059\u3079\u304d\u7406\u7531\u3068\u30dd\u30a4\u30f3\u30c8\u3068\u306f"},"content":{"rendered":"<p>\u6700\u7d42\u7684\u306a\u76ee\u6a19\u3092\u8a2d\u5b9a\u3057\u3066\u3044\u308b\u3082\u306e\u306e\u3001\u306a\u304b\u306a\u304b\u9054\u6210\u3067\u304d\u305a\u306b\u56f0\u3063\u3066\u3044\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u591a\u3044\u306e\u3067\u306f\u306a\u3044\u3067\u3057\u3087\u3046\u304b\u3002\u305d\u306e\u3088\u3046\u306a\u304a\u60a9\u307f\u304c\u3042\u308b\u5834\u5408\u3001KPI\u304c\u6b63\u3057\u304f\u8a2d\u5b9a\u3067\u304d\u3066\u3044\u306a\u3044\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u300c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u5408\u3046KPI\u3068\u306f\uff1f\u300d\u3068\u3044\u3046\u7591\u554f\u3092\u304a\u6301\u3061\u306e\u65b9\u3082\u3044\u308b\u3053\u3068\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<p>\u4eca\u56de\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u8a2d\u5b9a\u3059\u3079\u304d\u7406\u7531\u3001\u304a\u3059\u3059\u3081\u306eKPI\u306e\u6307\u6a19\u3001KPI\u8a2d\u5b9a\u3067\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<!--more-->\n\n\n\n<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">\u76ee\u6b21<\/p><ul class=\"toc_list\"><li><a href=\"#KPI\"><span class=\"toc_number toc_depth_1\">1<\/span> \u305d\u3082\u305d\u3082KPI\u3068\u306f<\/a><\/li><li><a href=\"#KPI-2\"><span class=\"toc_number toc_depth_1\">2<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u8a2d\u5b9a\u3059\u308b\u3079\u304d\u7406\u7531<\/a><\/li><li><a href=\"#KPI-3\"><span class=\"toc_number toc_depth_1\">3<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u8a2d\u5b9a\u3059\u308bKPI\u306e\u4f8b<\/a><ul><li><a href=\"#i\"><span class=\"toc_number toc_depth_2\">3.1<\/span> \u5fdc\u7b54\u7387<\/a><\/li><li><a href=\"#i-2\"><span class=\"toc_number toc_depth_2\">3.2<\/span> \u653e\u68c4\u7387<\/a><\/li><li><a href=\"#i-3\"><span class=\"toc_number toc_depth_2\">3.3<\/span> \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb<\/a><\/li><li><a href=\"#i-4\"><span class=\"toc_number toc_depth_2\">3.4<\/span> \u5e73\u5747\u5fdc\u7b54\u901f\u5ea6<\/a><\/li><li><a href=\"#i-5\"><span class=\"toc_number toc_depth_2\">3.5<\/span> \u9867\u5ba2\u6e80\u8db3\u5ea6<\/a><\/li><li><a href=\"#i-6\"><span class=\"toc_number toc_depth_2\">3.6<\/span> \u9867\u5ba2\u63a8\u5968\u5ea6<\/a><\/li><li><a href=\"#i-7\"><span class=\"toc_number toc_depth_2\">3.7<\/span> \u30af\u30ec\u30fc\u30e0\u767a\u751f\u7387<\/a><\/li><li><a href=\"#Thanks_Call\"><span class=\"toc_number toc_depth_2\">3.8<\/span> Thanks Call\u767a\u751f\u4ef6\u6570<\/a><\/li><li><a href=\"#i-8\"><span class=\"toc_number toc_depth_2\">3.9<\/span> \u7a3c\u50cd\u7387<\/a><\/li><li><a href=\"#i-9\"><span class=\"toc_number toc_depth_2\">3.10<\/span> \u5e73\u5747\u51e6\u7406\u6642\u9593<\/a><\/li><li><a href=\"#i-10\"><span class=\"toc_number toc_depth_2\">3.11<\/span> \u5e73\u5747\u901a\u8a71\u6642\u9593<\/a><\/li><li><a href=\"#i-11\"><span class=\"toc_number toc_depth_2\">3.12<\/span> \u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593<\/a><\/li><li><a href=\"#i-12\"><span class=\"toc_number toc_depth_2\">3.13<\/span> \u4e00\u6b21\u5b8c\u7d50\u7387<\/a><\/li><li><a href=\"#i-13\"><span class=\"toc_number toc_depth_2\">3.14<\/span> \u30df\u30b9\u7387<\/a><\/li><li><a href=\"#i-14\"><span class=\"toc_number toc_depth_2\">3.15<\/span> \u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u7387<\/a><\/li><li><a href=\"#i-15\"><span class=\"toc_number toc_depth_2\">3.16<\/span> \u30b3\u30b9\u30c8\u30d1\u30fc\u30b3\u30fc\u30eb<\/a><\/li><li><a href=\"#i-16\"><span class=\"toc_number toc_depth_2\">3.17<\/span> \u6b20\u52e4\u7387<\/a><\/li><li><a href=\"#i-17\"><span class=\"toc_number toc_depth_2\">3.18<\/span> \u96e2\u8077\u7387<\/a><\/li><\/ul><\/li><li><a href=\"#KPI-4\"><span class=\"toc_number toc_depth_1\">4<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u8a2d\u5b9a\u3059\u308b\u969b\u306b\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8<\/a><ul><li><a href=\"#i-18\"><span class=\"toc_number toc_depth_2\">4.1<\/span> \u76ee\u7684\u3092\u660e\u78ba\u306b\u3059\u308b<\/a><\/li><li><a href=\"#i-19\"><span class=\"toc_number toc_depth_2\">4.2<\/span> \u512a\u5148\u9806\u4f4d\u3092\u3064\u3051\u308b<\/a><\/li><li><a href=\"#i-20\"><span class=\"toc_number toc_depth_2\">4.3<\/span> \u73fe\u72b6\u3092\u628a\u63e1\u3057\u8ab2\u984c\u3092\u5171\u6709\u3059\u308b<\/a><\/li><\/ul><\/li><li><a href=\"#KPI03plus\"><span class=\"toc_number toc_depth_1\">5<\/span> \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u8a2d\u5b9a\u30fb\u6539\u5584\u306b\u5f79\u7acb\u306403plus\u3068\u306f<\/a><\/li><li><a href=\"#i-21\"><span class=\"toc_number toc_depth_1\">6<\/span> \u307e\u3068\u3081<\/a><\/li><\/ul><\/div>\n<h2 class=\"wp-block-heading\"><span id=\"KPI\">\u305d\u3082\u305d\u3082KPI\u3068\u306f<\/span><\/h2>\n\n\n\n<p>KPI\u3068\u306f\u3001\u300cKey Performance Indicator\u300d\u306e\u7565\u3067\u3001\u300c\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u300d\u3068\u547c\u3070\u308c\u307e\u3059\u3002\u30d3\u30b8\u30cd\u30b9\u306b\u304a\u3044\u3066\u6700\u7d42\u76ee\u6a19\uff08KGI\uff09\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u305d\u306e\u904e\u7a0b\u3054\u3068\u306b\u76ee\u6a19\u9054\u6210\u5ea6\u5408\u3044\u3092\u8a55\u4fa1\u3057\u3001\u65b9\u5411\u6027\u304c\u5408\u3063\u3066\u3044\u308b\u304b\u3092\u78ba\u8a8d\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002KPI\u306f\u305d\u306e\u305f\u3081\u306b\u7528\u3044\u3089\u308c\u308b\u6307\u6a19\u306e\u3053\u3068\u3067\u3059\u3002<\/p>\n\n\n\n<p>KPI\u3092\u3088\u308a\u5206\u304b\u308a\u3084\u3059\u304f\u3044\u3048\u3070\u3001\u6700\u7d42\u76ee\u6a19\u9054\u6210\u306e\u305f\u3081\u306e\u4e2d\u9593\u76ee\u6a19\u3068\u3044\u3048\u307e\u3059\u3002\u6700\u7d42\u76ee\u6a19\u3068\u3044\u3046\u30b4\u30fc\u30eb\u3078\u307e\u3063\u3059\u3050\u5411\u304b\u3046\u305f\u3081\u306b\u8a2d\u5b9a\u3059\u308b\u3001\u9053\u3057\u308b\u3079\u306e\u3088\u3046\u306a\u3082\u306e\u3092KPI\u3068\u8003\u3048\u308b\u3068\u30a4\u30e1\u30fc\u30b8\u3057\u3084\u3059\u3044\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u30b4\u30fc\u30eb\u304c\u3069\u3053\u306a\u306e\u304b\u304c\u5206\u304b\u3063\u3066\u3044\u3066\u3082\u3001KPI\u304c\u8a2d\u5b9a\u3055\u308c\u3066\u3044\u306a\u3044\u3068\u3001\u9014\u4e2d\u3067\u8ff7\u3063\u305f\u308a\u56de\u308a\u9053\u3092\u3057\u3066\u3057\u307e\u3063\u305f\u308a\u3059\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u3057\u3066\u30b4\u30fc\u30eb\u3078\u671f\u9650\u5185\u306b\u305f\u3069\u308a\u7740\u3051\u305a\u306b\u7d42\u308f\u3063\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>KPI\u306f\u305d\u3046\u3057\u305f\u56de\u308a\u9053\u3092\u305b\u305a\u306b\u3001\u52b9\u7387\u826f\u304f\u30b4\u30fc\u30eb\u3078\u5411\u304b\u3046\u305f\u3081\u306e\u3082\u306e\u3067\u3059\u3002KPI\u3092\u8a2d\u5b9a\u3057\u3066\u7ba1\u7406\u3057\u306a\u304c\u3089\u8ab2\u984c\u3092\u6d17\u3044\u51fa\u3057\u3001\u6539\u5584\u3092\u7a4d\u307f\u91cd\u306d\u3066\u3044\u304f\u3053\u3068\u3067\u3001\u30b4\u30fc\u30eb\u3078\u6700\u77ed\u3067\u305f\u3069\u308a\u7740\u3051\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span id=\"KPI-2\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u8a2d\u5b9a\u3059\u308b\u3079\u304d\u7406\u7531<\/span><\/h2>\n\n\n\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067KPI\u3092\u8a2d\u5b9a\u3059\u3079\u304d\u7406\u7531\u3001\u305d\u308c\u306fKPI\u8a2d\u5b9a\u304c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u8ab2\u984c\u89e3\u6c7a\u306e\u8fd1\u9053\u306b\u306a\u308b\u305f\u3081\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u3069\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u3082\u76ee\u6a19\u3092\u63b2\u3052\u3066\u3044\u307e\u3059\u304c\u3001\u5230\u9054\u3067\u304d\u305a\u306b\u60a9\u3093\u3067\u3044\u308b\u3068\u3053\u308d\u3082\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002\u3053\u308c\u306f\u3001\u6700\u7d42\u76ee\u6a19\u9054\u6210\u3092\u963b\u3080\u8ab2\u984c\u89e3\u6c7a\u306b\u5411\u3051\u3066\u3001\u4f55\u304c\u5fc5\u8981\u306a\u306e\u304b\u304c\u5206\u304b\u3063\u3066\u3044\u306a\u3044\u305f\u3081\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u4f8b\u3048\u3070\u3001\u30af\u30ec\u30fc\u30e0\u309210\uff05\u524a\u6e1b\u3059\u308b\u3068\u3044\u3046\u6700\u7d42\u76ee\u6a19\u3092\u7acb\u3066\u305f\u5834\u5408\u3001\u30af\u30ec\u30fc\u30e0\u304c\u591a\u3044\u3053\u3068\u304c\u8ab2\u984c\u3067\u3059\u304c\u3001\u3053\u306e\u307e\u307e\u3067\u306f\u539f\u56e0\u305d\u306e\u3082\u306e\u306f\u5206\u304b\u308a\u307e\u305b\u3093\u3002\u7279\u306b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u4eba\u306e\u5165\u308c\u66ff\u308f\u308a\u304c\u6fc0\u3057\u3044\u50be\u5411\u306b\u3042\u308a\u3001\u65e5\u3005\u591a\u304f\u306e\u5bfe\u5fdc\u3092\u3057\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u305f\u3081\u3001\u4f55\u3082\u3057\u306a\u3051\u308c\u3070\u539f\u56e0\u306e\u8ffd\u7a76\u306f\u96e3\u3057\u3044\u3053\u3068\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<p>KPI\u3092\u8a2d\u5b9a\u3059\u308c\u3070\u3001\u30af\u30ec\u30fc\u30e0\u306b\u95a2\u9023\u3059\u308b\u6307\u6a19\u304c\u6d6e\u304d\u5f6b\u308a\u306b\u306a\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u6700\u7d42\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u89e3\u6c7a\u3059\u3079\u304d\u8ab2\u984c\u3082\u5206\u304b\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span id=\"KPI-3\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u8a2d\u5b9a\u3059\u308bKPI\u306e\u4f8b<\/span><\/h2>\n\n\n\n<p>KPI\u306b\u306f\u3055\u307e\u3056\u307e\u306a\u3082\u306e\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u8a2d\u5b9a\u3059\u308b\u306e\u306b\u304a\u3059\u3059\u3081\u306eKPI\u306f\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span id=\"i\">\u5fdc\u7b54\u7387<\/span><\/h3>\n\n\n\n<p>\u5fdc\u7b54\u7387\u3068\u306f\u3001\u7dcf\u7740\u4fe1\u6570\uff08IVR\u3082\u542b\u3080\uff09\u306b\u5bfe\u3057\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3057\u305f\u5272\u5408\u3092\u793a\u3057\u307e\u3059\u3002\u300c\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u300d\u3067\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u7dcf\u7740\u4fe1\u6570\u304c2,000\u4ef6\u3067\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u4ef6\u6570\u304c1,500\u4ef6\u3042\u308b\u306a\u3089\u3070\u3001\u5fdc\u7b54\u7387\u306f75\uff05\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u5fdc\u7b54\u7387\u304c\u60f3\u5b9a\u3088\u308a\u3082\u4f4e\u3044\u306e\u3067\u3042\u308c\u3070\u3001\u7740\u4fe1\u4ef6\u6570\u3042\u305f\u308a\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6570\u304c\u8db3\u308a\u3066\u3044\u306a\u3044\u3068\u3044\u3046\u3053\u3068\u304c\u5206\u304b\u308a\u307e\u3059\u3002\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u6570\u3092\u5897\u52a0\u3055\u305b\u308b\u3053\u3068\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span 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class=\"wp-block-heading\"><span id=\"i-5\">\u9867\u5ba2\u6e80\u8db3\u5ea6<\/span><\/h3>\n\n\n\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u306f\u3001\u305d\u306e\u8a00\u8449\u901a\u308a\u9867\u5ba2\u304c\u4f01\u696d\u306e\u63d0\u4f9b\u3057\u3066\u3044\u308b\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3066\u3069\u306e\u304f\u3089\u3044\u6e80\u8db3\u3057\u3066\u3044\u308b\u304b\u3092\u8868\u3059\u6307\u6a19\u306e\u3053\u3068\u3067\u3059\u3002\u300cCustomer Satisfaction\u300d\u3092\u7565\u3057\u3066CS\u3068\u547c\u3070\u308c\u308b\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u8a08\u6e2c\u65b9\u6cd5\u306f\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u304c\u4e00\u822c\u7684\u3067\u3059\u3002CS\u304c\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u306f\u30ea\u30d4\u30fc\u30bf\u30fc\u3082\u7372\u5f97\u3057\u3084\u3059\u3044\u305f\u3081\u3001\u696d\u7e3e\u306b\u3064\u306a\u304c\u308b\u6307\u6a19\u3068\u3044\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span 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class=\"wp-block-heading\"><span id=\"i-7\">\u30af\u30ec\u30fc\u30e0\u767a\u751f\u7387<\/span><\/h3>\n\n\n\n<p>\u30af\u30ec\u30fc\u30e0\u767a\u751f\u7387\u3068\u306f\u3001\u4f01\u696d\u306e\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3057\u3066\u3001\u9867\u5ba2\u306e\u4e0d\u6e80\u8db3\u5ea6\u3092\u8868\u3057\u305f\u6307\u6a19\u306e\u3053\u3068\u3067\u3059\u3002\u300c\u82e6\u60c5\u4ef6\u6570\u00f7\u5168\u5fdc\u7b54\u4ef6\u6570\u300d\u306b\u3088\u3063\u3066\u5024\u3092\u6c42\u3081\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u4ed6\u306e\u696d\u7a2e\u3068\u9055\u3044\u3001\u9867\u5ba2\u306e\u58f0\u3092\u76f4\u63a5\u53d7\u3051\u3089\u308c\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u901a\u8a71\u3092\u901a\u3058\u3066\u8abf\u3079\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span id=\"Thanks_Call\">Thanks Call\u767a\u751f\u4ef6\u6570<\/span><\/h3>\n\n\n\n<p>Thanks Call\u767a\u751f\u4ef6\u6570\u3068\u306f\u3001\u9867\u5ba2\u304b\u3089\u96fb\u8a71\u30fb\u30e1\u30fc\u30eb\u30fb\u624b\u7d19\u306a\u3069\u3067\u304a\u793c\u3092\u3044\u305f\u3060\u3044\u305f\u4ef6\u6570\u3092\u6307\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u6e80\u8db3\u3067\u304d\u308b\u5bfe\u5fdc\u3092\u3057\u305f\u308a\u3001\u9867\u5ba2\u306e\u60a9\u307f\u3092\u30b9\u30e0\u30fc\u30ba\u306b\u89e3\u6c7a\u3057\u305f\u308a\u3057\u305f\u5834\u5408\u306b\u304a\u793c\u3092\u3044\u305f\u3060\u304f\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30a6\u30f3\u30c8\u65b9\u6cd5\u306f\u304a\u793c\u3092\u3044\u305f\u3060\u304f\u305f\u3073\u306b\u3001\u624b\u52d5\u3067\u30c4\u30fc\u30eb\u306a\u3069\u306b\u5165\u529b\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span 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