| 摘要 |
PROBLEM TO BE SOLVED: To provide a customer service support system, an agent terminal device, a management device, a customer service support method, and a program, in which a customer service time suitable for each agent can be calculated.SOLUTION: A customer service support system 100 includes a management device 2 and an agent terminal device 4. The management device 2 has a correction coefficient calculation part 23 for calculating a correction coefficient on the basis of a situation at the time of a customer service. The agent terminal device 4 includes: a screen operation information holding part 42 for holding operation information as to an operation performed by an agent to the agent terminal device 4; and a target service completion time calculation part 44 for acquiring a correction coefficient and operation information, acquiring, as a rest service time, a time estimated to take from the start of the operation to completion of the customer service, the time being estimated on the basis of a history of operations conducted at the time of customer service by the agent in the past, and calculating a target service completion time by correcting the rest service time with the correction coefficient. |
