{"id":48642,"date":"2026-05-06T16:40:59","date_gmt":"2026-05-06T09:40:59","guid":{"rendered":"https:\/\/www.mocap.co.th\/?p=48642"},"modified":"2026-05-06T16:59:16","modified_gmt":"2026-05-06T09:59:16","slug":"call-center-sla-optimization-guide","status":"publish","type":"post","link":"https:\/\/www.mocap.co.th\/th\/call-center-sla-optimization-guide\/","title":{"rendered":"\u0e04\u0e38\u0e13\u0e1b\u0e23\u0e30\u0e2a\u0e1a\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e01\u0e32\u0e23\u0e15\u0e31\u0e49\u0e07 SLA \u0e17\u0e35\u0e48\u0e40\u0e2b\u0e21\u0e32\u0e30\u0e01\u0e31\u0e1a\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e2b\u0e23\u0e37\u0e2d\u0e44\u0e21\u0e48?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"48642\" class=\"elementor elementor-48642\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-200880d elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"200880d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2f7534c3\" data-id=\"2f7534c3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7b223186 elementor-widget elementor-widget-text-editor\" data-id=\"7b223186\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>SLA 90\/15 (\u0e01\u0e32\u0e23\u0e23\u0e31\u0e1a\u0e2a\u0e32\u0e22 90% \u0e20\u0e32\u0e22\u0e43\u0e19 15 \u0e27\u0e34\u0e19\u0e32\u0e17\u0e35) \u0e21\u0e31\u0e01\u0e16\u0e39\u0e01\u0e21\u0e2d\u0e07\u0e27\u0e48\u0e32\u0e40\u0e1b\u0e47\u0e19\u0e21\u0e32\u0e15\u0e23\u0e10\u0e32\u0e19\u0e23\u0e30\u0e14\u0e31\u0e1a\u0e2a\u0e39\u0e07 \u0e41\u0e15\u0e48\u0e2a\u0e33\u0e2b\u0e23\u0e31\u0e1a\u0e2b\u0e25\u0e32\u0e22\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e21\u0e31\u0e19\u0e2d\u0e32\u0e08\u0e2a\u0e48\u0e07\u0e1c\u0e25\u0e40\u0e2a\u0e35\u0e22\u0e21\u0e32\u0e01\u0e01\u0e27\u0e48\u0e32\u0e1c\u0e25\u0e14\u0e35 \u0e40\u0e19\u0e37\u0e48\u0e2d\u0e07\u0e08\u0e32\u0e01\u0e15\u0e49\u0e2d\u0e07\u0e41\u0e25\u0e01\u0e21\u0e32\u0e14\u0e49\u0e27\u0e22 <b data-path-to-node=\"3\" data-index-in-node=\"173\">\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e17\u0e35\u0e48\u0e1e\u0e38\u0e48\u0e07\u0e2a\u0e39\u0e07\u0e02\u0e36\u0e49\u0e19 20-30%<\/b> \u0e43\u0e19\u0e02\u0e13\u0e30\u0e17\u0e35\u0e48\u0e04\u0e27\u0e32\u0e21\u0e1e\u0e36\u0e07\u0e1e\u0e2d\u0e43\u0e08\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e2d\u0e32\u0e08\u0e40\u0e1e\u0e34\u0e48\u0e21\u0e02\u0e36\u0e49\u0e19\u0e40\u0e1e\u0e35\u0e22\u0e07\u0e40\u0e25\u0e47\u0e01\u0e19\u0e49\u0e2d\u0e22 \u0e19\u0e2d\u0e01\u0e08\u0e32\u0e01\u0e19\u0e35\u0e49\u0e22\u0e31\u0e07\u0e01\u0e14\u0e14\u0e31\u0e19\u0e43\u0e2b\u0e49\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e40\u0e19\u0e49\u0e19\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\u0e21\u0e32\u0e01\u0e01\u0e27\u0e48\u0e32\u0e04\u0e38\u0e13\u0e20\u0e32\u0e1e\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32 (FCR) \u0e0b\u0e36\u0e48\u0e07\u0e19\u0e33\u0e44\u0e1b\u0e2a\u0e39\u0e48\u0e01\u0e32\u0e23\u0e42\u0e17\u0e23\u0e0b\u0e49\u0e33 (Repeat Calls) \u0e41\u0e25\u0e30\u0e20\u0e32\u0e27\u0e30\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e2b\u0e21\u0e14\u0e44\u0e1f (Burnout)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2e2f135 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"2e2f135\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1bab9a50\" data-id=\"1bab9a50\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a46378 elementor-widget elementor-widget-heading\" data-id=\"a46378\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">\u0e04\u0e27\u0e32\u0e21\u0e40\u0e02\u0e49\u0e32\u0e43\u0e08\u0e1c\u0e34\u0e14\u0e40\u0e01\u0e35\u0e48\u0e22\u0e27\u0e01\u0e31\u0e1a \"\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\" \u0e43\u0e19\u0e01\u0e32\u0e23\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f3af879 elementor-widget elementor-widget-text-editor\" data-id=\"5f3af879\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-path-to-node=\"5\">\u0e43\u0e19\u0e42\u0e25\u0e01\u0e02\u0e2d\u0e07 Customer Service \u0e22\u0e38\u0e04\u0e43\u0e2b\u0e21\u0e48 \u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e43\u0e2b\u0e49\u0e04\u0e38\u0e13\u0e04\u0e48\u0e32\u0e01\u0e31\u0e1a <b data-path-to-node=\"5\" data-index-in-node=\"53\">&#8220;\u0e04\u0e27\u0e32\u0e21\u0e16\u0e39\u0e01\u0e15\u0e49\u0e2d\u0e07\u0e41\u0e25\u0e30\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e44\u0e14\u0e49\u0e08\u0e23\u0e34\u0e07&#8221;<\/b> \u0e21\u0e32\u0e01\u0e01\u0e27\u0e48\u0e32\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\u0e40\u0e1e\u0e35\u0e22\u0e07\u0e44\u0e21\u0e48\u0e01\u0e35\u0e48\u0e27\u0e34\u0e19\u0e32\u0e17\u0e35 \u0e01\u0e32\u0e23\u0e22\u0e36\u0e14\u0e15\u0e34\u0e14\u0e01\u0e31\u0e1a\u0e15\u0e31\u0e27\u0e40\u0e25\u0e02 SLA (Service Level Agreement) \u0e17\u0e35\u0e48\u0e15\u0e36\u0e07\u0e40\u0e01\u0e34\u0e19\u0e44\u0e1b\u0e21\u0e31\u0e01\u0e08\u0e30\u0e19\u0e33\u0e44\u0e1b\u0e2a\u0e39\u0e48\u0e1b\u0e31\u0e0d\u0e2b\u0e32 3 \u0e14\u0e49\u0e32\u0e19\u0e2b\u0e25\u0e31\u0e01 \u0e14\u0e31\u0e07\u0e19\u0e35\u0e49:<\/p><h3 data-path-to-node=\"6\">1. \u0e04\u0e38\u0e13\u0e20\u0e32\u0e1e\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e25\u0e14\u0e25\u0e07 (Quantity over Quality)<\/h3><p data-path-to-node=\"7\">\u0e40\u0e21\u0e37\u0e48\u0e2d\u0e40\u0e1b\u0e49\u0e32\u0e2b\u0e21\u0e32\u0e22\u0e04\u0e37\u0e2d\u0e01\u0e32\u0e23\u0e23\u0e31\u0e1a\u0e2a\u0e32\u0e22\u0e43\u0e2b\u0e49\u0e44\u0e27\u0e41\u0e25\u0e30\u0e08\u0e1a\u0e2a\u0e32\u0e22\u0e43\u0e2b\u0e49\u0e40\u0e23\u0e47\u0e27 \u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e08\u0e30\u0e21\u0e38\u0e48\u0e07\u0e40\u0e19\u0e49\u0e19\u0e44\u0e1b\u0e17\u0e35\u0e48\u0e01\u0e32\u0e23 &#8220;\u0e1b\u0e34\u0e14\u0e40\u0e04\u0e2a&#8221; \u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e17\u0e33\u0e15\u0e31\u0e27\u0e40\u0e25\u0e02\u0e43\u0e2b\u0e49\u0e44\u0e14\u0e49\u0e15\u0e32\u0e21\u0e40\u0e1b\u0e49\u0e32<\/p><ul data-path-to-node=\"8\"><li><p data-path-to-node=\"8,0,0\"><b data-path-to-node=\"8,0,0\" data-index-in-node=\"0\">\u0e1c\u0e25\u0e01\u0e23\u0e30\u0e17\u0e1a:<\/b> \u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e2d\u0e32\u0e08\u0e43\u0e2b\u0e49\u0e02\u0e49\u0e2d\u0e21\u0e39\u0e25\u0e41\u0e1a\u0e1a\u0e02\u0e2d\u0e44\u0e1b\u0e17\u0e35\u0e2b\u0e23\u0e37\u0e2d\u0e23\u0e35\u0e1a\u0e15\u0e31\u0e14\u0e1a\u0e17<\/p><\/li><li><p data-path-to-node=\"8,1,0\"><b data-path-to-node=\"8,1,0\" data-index-in-node=\"0\">Metric \u0e17\u0e35\u0e48\u0e40\u0e2a\u0e35\u0e22\u0e44\u0e1b:<\/b> \u0e04\u0e48\u0e32 <b data-path-to-node=\"8,1,0\" data-index-in-node=\"22\">First Contact Resolution (FCR)<\/b> \u0e2b\u0e23\u0e37\u0e2d\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e08\u0e1a\u0e43\u0e19\u0e04\u0e23\u0e31\u0e49\u0e07\u0e40\u0e14\u0e35\u0e22\u0e27\u0e08\u0e30\u0e25\u0e14\u0e25\u0e07 \u0e17\u0e33\u0e43\u0e2b\u0e49\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e15\u0e49\u0e2d\u0e07\u0e42\u0e17\u0e23\u0e01\u0e25\u0e31\u0e1a\u0e21\u0e32\u0e0b\u0e49\u0e33 (Repeat Call) \u0e0b\u0e36\u0e48\u0e07\u0e01\u0e25\u0e32\u0e22\u0e40\u0e1b\u0e47\u0e19\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e41\u0e1d\u0e07\u0e17\u0e35\u0e48\u0e2a\u0e39\u0e07\u0e01\u0e27\u0e48\u0e32\u0e40\u0e14\u0e34\u0e21<\/p><\/li><\/ul><h3 data-path-to-node=\"9\">2. \u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e1e\u0e38\u0e48\u0e07\u0e2a\u0e39\u0e07\u0e40\u0e01\u0e34\u0e19\u0e04\u0e27\u0e32\u0e21\u0e08\u0e33\u0e40\u0e1b\u0e47\u0e19 (The Staffing Cost)<\/h3><p data-path-to-node=\"10\">\u0e01\u0e32\u0e23\u0e23\u0e31\u0e01\u0e29\u0e32 SLA \u0e23\u0e30\u0e14\u0e31\u0e1a 90\/15 \u0e15\u0e25\u0e2d\u0e14 24 \u0e0a\u0e31\u0e48\u0e27\u0e42\u0e21\u0e07 \u0e2b\u0e23\u0e37\u0e2d\u0e43\u0e19\u0e0a\u0e48\u0e27\u0e07 Peak Hours \u0e15\u0e49\u0e2d\u0e07\u0e43\u0e0a\u0e49\u0e08\u0e33\u0e19\u0e27\u0e19 Staff \u0e40\u0e1e\u0e34\u0e48\u0e21\u0e02\u0e36\u0e49\u0e19\u0e21\u0e2b\u0e32\u0e28\u0e32\u0e25\u0e15\u0e32\u0e21\u0e2b\u0e25\u0e31\u0e01\u0e01\u0e32\u0e23 <a class=\"ng-star-inserted\" href=\"https:\/\/www.google.com\/search?q=https:\/\/www.callcentrehelper.com\/tools\/erlang-c-calculator\/\" target=\"_blank\" rel=\"noopener\">Erlang C Calculator<\/a><\/p><ul data-path-to-node=\"11\"><li><p data-path-to-node=\"11,0,0\"><b data-path-to-node=\"11,0,0\" data-index-in-node=\"0\">Insight:<\/b> \u0e01\u0e32\u0e23\u0e02\u0e22\u0e31\u0e1a\u0e08\u0e32\u0e01 SLA 80\/20 \u0e44\u0e1b\u0e40\u0e1b\u0e47\u0e19 90\/15 \u0e2d\u0e32\u0e08\u0e17\u0e33\u0e43\u0e2b\u0e49\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e1a\u0e23\u0e34\u0e2b\u0e32\u0e23\u0e08\u0e31\u0e14\u0e01\u0e32\u0e23\u0e40\u0e1e\u0e34\u0e48\u0e21\u0e02\u0e36\u0e49\u0e19\u0e16\u0e36\u0e07 30% \u0e41\u0e15\u0e48\u0e04\u0e30\u0e41\u0e19\u0e19\u0e04\u0e27\u0e32\u0e21\u0e1e\u0e36\u0e07\u0e1e\u0e2d\u0e43\u0e08 (CSAT) \u0e02\u0e2d\u0e07\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e43\u0e19\u0e01\u0e25\u0e38\u0e48\u0e21\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e17\u0e31\u0e48\u0e27\u0e44\u0e1b\u0e2d\u0e32\u0e08\u0e02\u0e22\u0e31\u0e1a\u0e02\u0e36\u0e49\u0e19\u0e44\u0e21\u0e48\u0e16\u0e36\u0e07 2%<\/p><\/li><\/ul><h3 data-path-to-node=\"12\">3. \u0e2d\u0e31\u0e15\u0e23\u0e32\u0e01\u0e32\u0e23\u0e25\u0e32\u0e2d\u0e2d\u0e01\u0e02\u0e2d\u0e07\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19 (Employee Burnout)<\/h3><p data-path-to-node=\"13\">\u0e41\u0e23\u0e07\u0e01\u0e14\u0e14\u0e31\u0e19\u0e08\u0e32\u0e01 SLA \u0e17\u0e35\u0e48\u0e40\u0e02\u0e49\u0e21\u0e07\u0e27\u0e14\u0e17\u0e33\u0e43\u0e2b\u0e49\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e44\u0e21\u0e48\u0e21\u0e35\u0e40\u0e27\u0e25\u0e32\u0e1e\u0e31\u0e01\u0e23\u0e30\u0e2b\u0e27\u0e48\u0e32\u0e07\u0e2a\u0e32\u0e22 (Wrap-up time)<\/p><blockquote data-path-to-node=\"14\"><p data-path-to-node=\"14,0\">&#8220;\u0e43\u0e19\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23 \u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e17\u0e35\u0e48\u0e21\u0e35\u0e04\u0e27\u0e32\u0e21\u0e2a\u0e38\u0e02\u0e04\u0e37\u0e2d\u0e2b\u0e31\u0e27\u0e43\u0e08\u0e02\u0e2d\u0e07\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23\u0e17\u0e35\u0e48\u0e19\u0e48\u0e32\u0e1b\u0e23\u0e30\u0e17\u0e31\u0e1a\u0e43\u0e08 \u0e2b\u0e32\u0e01\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e40\u0e04\u0e23\u0e35\u0e22\u0e14 \u0e19\u0e49\u0e33\u0e40\u0e2a\u0e35\u0e22\u0e07\u0e17\u0e35\u0e48\u0e2a\u0e37\u0e48\u0e2d\u0e2a\u0e32\u0e23\u0e2d\u0e2d\u0e01\u0e44\u0e1b\u0e08\u0e30\u0e44\u0e23\u0e49\u0e0a\u0e35\u0e27\u0e34\u0e15\u0e0a\u0e35\u0e27\u0e32 \u0e0b\u0e36\u0e48\u0e07\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e2a\u0e31\u0e21\u0e1c\u0e31\u0e2a\u0e44\u0e14\u0e49\u0e17\u0e31\u0e19\u0e17\u0e35&#8221;<\/p><\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a54caf6 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"a54caf6\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-16 elementor-top-column elementor-element elementor-element-b69690f\" data-id=\"b69690f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-caf3cfb\" data-id=\"caf3cfb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6dce242 elementor-widget elementor-widget-image\" data-id=\"6dce242\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/sla-standards-comparison-by-industry-1024x683.png\" class=\"attachment-large size-large wp-image-48652\" alt=\"\u0e15\u0e32\u0e23\u0e32\u0e07\u0e40\u0e1b\u0e23\u0e35\u0e22\u0e1a\u0e40\u0e17\u0e35\u0e22\u0e1a\u0e41\u0e19\u0e27\u0e17\u0e32\u0e07\u0e01\u0e32\u0e23\u0e40\u0e25\u0e37\u0e2d\u0e01 SLA \u0e15\u0e32\u0e21\u0e1b\u0e23\u0e30\u0e40\u0e20\u0e17\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08 \u0e40\u0e0a\u0e48\u0e19 \u0e18\u0e19\u0e32\u0e04\u0e32\u0e23 (90\/15), E-commerce (70\/30), \u0e41\u0e25\u0e30 Technical Support \u0e17\u0e35\u0e48\u0e40\u0e19\u0e49\u0e19\u0e04\u0e48\u0e32 FCR\" srcset=\"https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/sla-standards-comparison-by-industry-1024x683.png 1024w, https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/sla-standards-comparison-by-industry-300x200.png 300w, https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/sla-standards-comparison-by-industry-768x512.png 768w, https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/sla-standards-comparison-by-industry-18x12.png 18w, https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/sla-standards-comparison-by-industry.png 1536w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c41853 elementor-widget elementor-widget-spacer\" data-id=\"3c41853\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-16 elementor-top-column elementor-element elementor-element-650e766\" data-id=\"650e766\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a5aabca elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"a5aabca\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4b38784a\" data-id=\"4b38784a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-21f1e0ec elementor-widget elementor-widget-heading\" data-id=\"21f1e0ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">\u0e15\u0e32\u0e23\u0e32\u0e07\u0e40\u0e1b\u0e23\u0e35\u0e22\u0e1a\u0e40\u0e17\u0e35\u0e22\u0e1a SLA \u0e17\u0e35\u0e48\u0e40\u0e2b\u0e21\u0e32\u0e30\u0e2a\u0e21\u0e15\u0e32\u0e21\u0e1b\u0e23\u0e30\u0e40\u0e20\u0e17\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-655583e8 elementor-widget elementor-widget-text-editor\" data-id=\"655583e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-path-to-node=\"17\">\u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e43\u0e2b\u0e49\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e02\u0e2d\u0e07\u0e04\u0e38\u0e13\u0e1a\u0e23\u0e34\u0e2b\u0e32\u0e23\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e41\u0e25\u0e30\u0e04\u0e38\u0e13\u0e20\u0e32\u0e1e\u0e44\u0e14\u0e49\u0e2d\u0e22\u0e48\u0e32\u0e07\u0e2a\u0e21\u0e14\u0e38\u0e25 \u0e19\u0e35\u0e48\u0e04\u0e37\u0e2d\u0e41\u0e19\u0e27\u0e17\u0e32\u0e07\u0e01\u0e32\u0e23\u0e15\u0e31\u0e49\u0e07\u0e04\u0e48\u0e32 SLA \u0e15\u0e32\u0e21\u0e25\u0e31\u0e01\u0e29\u0e13\u0e30\u0e07\u0e32\u0e19<\/p><table data-path-to-node=\"18\"><thead><tr><td><strong>\u0e1b\u0e23\u0e30\u0e40\u0e20\u0e17\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08<\/strong><\/td><td><strong>SLA \u0e17\u0e35\u0e48\u0e41\u0e19\u0e30\u0e19\u0e33<\/strong><\/td><td><strong>\u0e40\u0e2b\u0e15\u0e38\u0e1c\u0e25\u0e1b\u0e23\u0e30\u0e01\u0e2d\u0e1a<\/strong><\/td><\/tr><\/thead><tbody><tr><td><span data-path-to-node=\"18,1,0,0\"><b data-path-to-node=\"18,1,0,0\" data-index-in-node=\"0\">Emergency \/ \u0e1b\u0e23\u0e30\u0e01\u0e31\u0e19 \/ \u0e18\u0e19\u0e32\u0e04\u0e32\u0e23<\/b><\/span><\/td><td><span data-path-to-node=\"18,1,1,0\">90\/15 \u0e2b\u0e23\u0e37\u0e2d 80\/20<\/span><\/td><td><span data-path-to-node=\"18,1,2,0\">\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\u0e04\u0e37\u0e2d\u0e0a\u0e35\u0e27\u0e34\u0e15 \u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e42\u0e17\u0e23\u0e21\u0e32\u0e14\u0e49\u0e27\u0e22\u0e04\u0e27\u0e32\u0e21\u0e15\u0e01\u0e43\u0e08\u0e2b\u0e23\u0e37\u0e2d\u0e40\u0e2b\u0e15\u0e38\u0e40\u0e23\u0e48\u0e07\u0e14\u0e48\u0e27\u0e19<\/span><\/td><\/tr><tr><td><span data-path-to-node=\"18,2,0,0\"><b data-path-to-node=\"18,2,0,0\" data-index-in-node=\"0\">E-commerce \/ Retail<\/b><\/span><\/td><td><span data-path-to-node=\"18,2,1,0\">70\/30 \u0e2b\u0e23\u0e37\u0e2d 80\/60<\/span><\/td><td><span data-path-to-node=\"18,2,2,0\">\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e23\u0e2d\u0e44\u0e14\u0e49\u0e40\u0e25\u0e47\u0e01\u0e19\u0e49\u0e2d\u0e22 \u0e41\u0e15\u0e48\u0e15\u0e49\u0e2d\u0e07\u0e01\u0e32\u0e23 &#8220;\u0e04\u0e33\u0e15\u0e2d\u0e1a\u0e17\u0e35\u0e48\u0e0a\u0e31\u0e14\u0e40\u0e08\u0e19&#8221; \u0e2b\u0e23\u0e37\u0e2d &#8220;\u0e27\u0e34\u0e18\u0e35\u0e40\u0e04\u0e25\u0e21\u0e2a\u0e34\u0e19\u0e04\u0e49\u0e32&#8221;<\/span><\/td><\/tr><tr><td><span data-path-to-node=\"18,3,0,0\"><b data-path-to-node=\"18,3,0,0\" data-index-in-node=\"0\">Technical Support \/ Luxury<\/b><\/span><\/td><td><span data-path-to-node=\"18,3,1,0\">\u0e44\u0e21\u0e48\u0e40\u0e19\u0e49\u0e19\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27 (Manual)<\/span><\/td><td><span data-path-to-node=\"18,3,2,0\">\u0e40\u0e19\u0e49\u0e19\u0e04\u0e27\u0e32\u0e21\u0e40\u0e0a\u0e35\u0e48\u0e22\u0e27\u0e0a\u0e32\u0e0d\u0e41\u0e25\u0e30\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e17\u0e35\u0e48\u0e0b\u0e31\u0e1a\u0e0b\u0e49\u0e2d\u0e19\u0e43\u0e2b\u0e49\u0e08\u0e1a\u0e43\u0e19\u0e2a\u0e32\u0e22\u0e40\u0e14\u0e35\u0e22\u0e27<\/span><\/td><\/tr><\/tbody><\/table><div class=\"horizontal-scroll-wrapper\"><div class=\"table-block-component\"><div class=\"table-block has-export-button new-table-style is-at-scroll-start is-at-scroll-end\"><div class=\"table-content\">\u00a0<\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ff465fc elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"ff465fc\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b2ea810\" data-id=\"b2ea810\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-78012298 elementor-widget elementor-widget-heading\" data-id=\"78012298\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">\u0e01\u0e25\u0e22\u0e38\u0e17\u0e18\u0e4c\u0e17\u0e35\u0e48\u0e09\u0e25\u0e32\u0e14\u0e01\u0e27\u0e48\u0e32\u0e01\u0e32\u0e23\u0e40\u0e23\u0e48\u0e07 SLA<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bf2aab9 elementor-widget elementor-widget-text-editor\" data-id=\"7bf2aab9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-path-to-node=\"21\">\u0e41\u0e17\u0e19\u0e17\u0e35\u0e48\u0e08\u0e30\u0e17\u0e38\u0e48\u0e21\u0e07\u0e1a\u0e1b\u0e23\u0e30\u0e21\u0e32\u0e13\u0e44\u0e1b\u0e01\u0e31\u0e1a\u0e01\u0e32\u0e23\u0e40\u0e1e\u0e34\u0e48\u0e21\u0e04\u0e19\u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e23\u0e31\u0e1a\u0e2a\u0e32\u0e22\u0e43\u0e2b\u0e49\u0e40\u0e23\u0e47\u0e27\u0e40\u0e1e\u0e35\u0e22\u0e07\u0e2d\u0e22\u0e48\u0e32\u0e07\u0e40\u0e14\u0e35\u0e22\u0e27 \u0e2d\u0e07\u0e04\u0e4c\u0e01\u0e23\u0e22\u0e38\u0e04\u0e43\u0e2b\u0e21\u0e48\u0e04\u0e27\u0e23\u0e1b\u0e23\u0e31\u0e1a\u0e21\u0e32\u0e43\u0e0a\u0e49\u0e01\u0e25\u0e22\u0e38\u0e17\u0e18\u0e4c\u0e14\u0e31\u0e07\u0e19\u0e35\u0e49<\/p><ul data-path-to-node=\"22\"><li><p data-path-to-node=\"22,0,0\"><b data-path-to-node=\"22,0,0\" data-index-in-node=\"0\">\u0e40\u0e19\u0e49\u0e19 First Contact Resolution (FCR):<\/b> \u0e43\u0e2b\u0e49\u0e04\u0e27\u0e32\u0e21\u0e2a\u0e33\u0e04\u0e31\u0e0d\u0e01\u0e31\u0e1a\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e43\u0e2b\u0e49\u0e08\u0e1a\u0e43\u0e19\u0e2a\u0e32\u0e22\u0e40\u0e14\u0e35\u0e22\u0e27 \u0e41\u0e21\u0e49\u0e08\u0e30\u0e43\u0e0a\u0e49\u0e40\u0e27\u0e25\u0e32\u0e19\u0e32\u0e19\u0e02\u0e36\u0e49\u0e19 \u0e41\u0e15\u0e48\u0e0a\u0e48\u0e27\u0e22\u0e25\u0e14\u0e1b\u0e23\u0e34\u0e21\u0e32\u0e13\u0e2a\u0e32\u0e22\u0e23\u0e27\u0e21\u0e43\u0e19\u0e23\u0e30\u0e1a\u0e1a\u0e44\u0e14\u0e49\u0e22\u0e31\u0e48\u0e07\u0e22\u0e37\u0e19\u0e01\u0e27\u0e48\u0e32<\/p><\/li><li><p data-path-to-node=\"22,1,0\"><b data-path-to-node=\"22,1,0\" data-index-in-node=\"0\">Managed Waiting:<\/b> \u0e43\u0e0a\u0e49\u0e23\u0e30\u0e1a\u0e1a\u0e41\u0e08\u0e49\u0e07\u0e25\u0e33\u0e14\u0e31\u0e1a\u0e04\u0e34\u0e27 (Queue Announcement) \u0e2b\u0e23\u0e37\u0e2d\u0e23\u0e30\u0e1a\u0e1a Call Back (\u0e42\u0e17\u0e23\u0e01\u0e25\u0e31\u0e1a\u0e2d\u0e31\u0e15\u0e42\u0e19\u0e21\u0e31\u0e15\u0e34) \u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e43\u0e2b\u0e49\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e44\u0e21\u0e48\u0e15\u0e49\u0e2d\u0e07\u0e16\u0e37\u0e2d\u0e2a\u0e32\u0e22\u0e23\u0e2d<\/p><\/li><li><p data-path-to-node=\"22,2,0\"><b data-path-to-node=\"22,2,0\" data-index-in-node=\"0\">Self-Service &amp; AI Agent:<\/b> \u0e25\u0e07\u0e17\u0e38\u0e19\u0e43\u0e19 <a class=\"ng-star-inserted\" href=\"https:\/\/www.ibm.com\/topics\/chatbots\" target=\"_blank\" rel=\"noopener\">AI Chatbot<\/a> \u0e2b\u0e23\u0e37\u0e2d Help Center \u0e17\u0e35\u0e48\u0e41\u0e02\u0e47\u0e07\u0e41\u0e23\u0e07 \u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e01\u0e23\u0e2d\u0e07\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e1e\u0e37\u0e49\u0e19\u0e10\u0e32\u0e19\u0e2d\u0e2d\u0e01\u0e44\u0e1b\u0e01\u0e48\u0e2d\u0e19\u0e16\u0e36\u0e07\u0e21\u0e37\u0e2d\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19<\/p><\/li><\/ul><p data-path-to-node=\"23\"><b data-path-to-node=\"23\" data-index-in-node=\"0\">\u0e2a\u0e23\u0e38\u0e1b<\/b>\u00a0SLA \u0e17\u0e35\u0e48\u0e14\u0e35\u0e17\u0e35\u0e48\u0e2a\u0e38\u0e14\u0e44\u0e21\u0e48\u0e43\u0e0a\u0e48 SLA \u0e17\u0e35\u0e48\u0e40\u0e23\u0e47\u0e27\u0e17\u0e35\u0e48\u0e2a\u0e38\u0e14 \u0e41\u0e15\u0e48\u0e04\u0e37\u0e2d SLA \u0e17\u0e35\u0e48\u0e2a\u0e23\u0e49\u0e32\u0e07\u0e2a\u0e21\u0e14\u0e38\u0e25\u0e23\u0e30\u0e2b\u0e27\u0e48\u0e32\u0e07 <b data-path-to-node=\"23\" data-index-in-node=\"78\">\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19 (Cost), \u0e04\u0e27\u0e32\u0e21\u0e2a\u0e38\u0e02\u0e02\u0e2d\u0e07\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19 (EX), \u0e41\u0e25\u0e30\u0e04\u0e27\u0e32\u0e21\u0e1e\u0e36\u0e07\u0e1e\u0e2d\u0e43\u0e08\u0e17\u0e35\u0e48\u0e41\u0e17\u0e49\u0e08\u0e23\u0e34\u0e07\u0e02\u0e2d\u0e07\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32 (CX)<\/b><\/p><p data-path-to-node=\"23\"><span style=\"font-weight: 400;\">\u0e17\u0e35\u0e48 <\/span><b>\u0e40\u0e2d\u0e47\u0e21\u0e42\u0e2d\u0e41\u0e04\u0e47\u0e1b<\/b><span style=\"font-weight: 400;\"> \u0e40\u0e23\u0e32\u0e44\u0e21\u0e48\u0e44\u0e14\u0e49\u0e41\u0e04\u0e48\u0e23\u0e31\u0e1a\u0e2a\u0e32\u0e22\u0e43\u0e2b\u0e49\u0e44\u0e27 \u0e41\u0e15\u0e48\u0e40\u0e23\u0e32\u0e2d\u0e2d\u0e01\u0e41\u0e1a\u0e1a\u0e1b\u0e23\u0e30\u0e2a\u0e1a\u0e01\u0e32\u0e23\u0e13\u0e4c\u0e01\u0e32\u0e23\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23\u0e17\u0e35\u0e48 &#8220;\u0e04\u0e38\u0e49\u0e21\u0e04\u0e48\u0e32&#8221; \u0e41\u0e25\u0e30 &#8220;\u0e22\u0e31\u0e48\u0e07\u0e22\u0e37\u0e19&#8221; \u0e17\u0e35\u0e48\u0e2a\u0e38\u0e14\u0e2a\u0e33\u0e2b\u0e23\u0e31\u0e1a\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e04\u0e38\u0e13<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-88d9bcf elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"88d9bcf\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bca3ca4\" data-id=\"bca3ca4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-262cfdd elementor-widget elementor-widget-heading\" data-id=\"262cfdd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Suggested FAQ\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-370cee5 elementor-widget elementor-widget-text-editor\" data-id=\"370cee5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li><ul><li><p data-path-to-node=\"25,0,0\"><b data-path-to-node=\"25,0,0\" data-index-in-node=\"0\">Q: SLA 90\/15 \u0e04\u0e37\u0e2d\u0e2d\u0e30\u0e44\u0e23?<\/b><\/p><\/li><li><p data-path-to-node=\"25,1,0\"><b data-path-to-node=\"25,1,0\" data-index-in-node=\"0\">A:<\/b> \u0e04\u0e37\u0e2d\u0e21\u0e32\u0e15\u0e23\u0e10\u0e32\u0e19\u0e01\u0e32\u0e23\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23\u0e17\u0e35\u0e48\u0e15\u0e31\u0e49\u0e07\u0e40\u0e1b\u0e49\u0e32\u0e2b\u0e21\u0e32\u0e22\u0e43\u0e2b\u0e49\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e23\u0e31\u0e1a\u0e2a\u0e32\u0e22\u0e40\u0e23\u0e35\u0e22\u0e01\u0e40\u0e02\u0e49\u0e32\u0e43\u0e2b\u0e49\u0e44\u0e14\u0e49 90% \u0e02\u0e2d\u0e07\u0e2a\u0e32\u0e22\u0e17\u0e31\u0e49\u0e07\u0e2b\u0e21\u0e14 \u0e20\u0e32\u0e22\u0e43\u0e19\u0e23\u0e30\u0e22\u0e30\u0e40\u0e27\u0e25\u0e32\u0e44\u0e21\u0e48\u0e40\u0e01\u0e34\u0e19 15 \u0e27\u0e34\u0e19\u0e32\u0e17\u0e35<\/p><\/li><li><p data-path-to-node=\"25,2,0\"><b data-path-to-node=\"25,2,0\" data-index-in-node=\"0\">Q: \u0e17\u0e33\u0e44\u0e21\u0e01\u0e32\u0e23\u0e15\u0e31\u0e49\u0e07 SLA \u0e2a\u0e39\u0e07\u0e40\u0e01\u0e34\u0e19\u0e44\u0e1b\u0e16\u0e36\u0e07\u0e2a\u0e48\u0e07\u0e1c\u0e25\u0e40\u0e2a\u0e35\u0e22\u0e15\u0e48\u0e2d\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08?<\/b><\/p><\/li><li><p data-path-to-node=\"25,3,0\"><b data-path-to-node=\"25,3,0\" data-index-in-node=\"0\">A:<\/b> \u0e40\u0e1e\u0e23\u0e32\u0e30\u0e17\u0e33\u0e43\u0e2b\u0e49\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e01\u0e32\u0e23\u0e08\u0e49\u0e32\u0e07\u0e07\u0e32\u0e19\u0e2a\u0e39\u0e07\u0e02\u0e36\u0e49\u0e19\u0e2d\u0e22\u0e48\u0e32\u0e07\u0e21\u0e32\u0e01 \u0e41\u0e25\u0e30\u0e01\u0e14\u0e14\u0e31\u0e19\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e08\u0e19\u0e2a\u0e48\u0e07\u0e1c\u0e25\u0e43\u0e2b\u0e49\u0e04\u0e38\u0e13\u0e20\u0e32\u0e1e\u0e01\u0e32\u0e23\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23 (CSAT) \u0e41\u0e25\u0e30\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e43\u0e19\u0e04\u0e23\u0e31\u0e49\u0e07\u0e40\u0e14\u0e35\u0e22\u0e27 (FCR) \u0e25\u0e14\u0e25\u0e07<\/p><\/li><li><p data-path-to-node=\"25,4,0\"><b data-path-to-node=\"25,4,0\" data-index-in-node=\"0\">Q: \u0e04\u0e27\u0e23\u0e40\u0e25\u0e37\u0e2d\u0e01 SLA \u0e2d\u0e22\u0e48\u0e32\u0e07\u0e44\u0e23\u0e43\u0e2b\u0e49\u0e40\u0e2b\u0e21\u0e32\u0e30\u0e01\u0e31\u0e1a\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08?<\/b><\/p><\/li><li><p data-path-to-node=\"25,5,0\"><b data-path-to-node=\"25,5,0\" data-index-in-node=\"0\">A:<\/b> \u0e1e\u0e34\u0e08\u0e32\u0e23\u0e13\u0e32\u0e08\u0e32\u0e01 User Intent \u0e2b\u0e32\u0e01\u0e40\u0e1b\u0e47\u0e19\u0e40\u0e23\u0e37\u0e48\u0e2d\u0e07\u0e40\u0e23\u0e48\u0e07\u0e14\u0e48\u0e27\u0e19 (\u0e09\u0e38\u0e01\u0e40\u0e09\u0e34\u0e19\/\u0e01\u0e32\u0e23\u0e40\u0e07\u0e34\u0e19) \u0e04\u0e27\u0e23\u0e40\u0e19\u0e49\u0e19\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27 \u0e41\u0e15\u0e48\u0e2b\u0e32\u0e01\u0e40\u0e1b\u0e47\u0e19\u0e40\u0e23\u0e37\u0e48\u0e2d\u0e07\u0e40\u0e17\u0e04\u0e19\u0e34\u0e04\u0e2b\u0e23\u0e37\u0e2d\u0e04\u0e33\u0e41\u0e19\u0e30\u0e19\u0e33\u0e17\u0e31\u0e48\u0e27\u0e44\u0e1b \u0e04\u0e27\u0e23\u0e40\u0e19\u0e49\u0e19\u0e04\u0e38\u0e13\u0e20\u0e32\u0e1e\u0e01\u0e32\u0e23\u0e41\u0e01\u0e49\u0e1b\u0e31\u0e0d\u0e2b\u0e32\u0e21\u0e32\u0e01\u0e01\u0e27\u0e48\u0e32\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\u0e43\u0e19\u0e01\u0e32\u0e23\u0e23\u0e31\u0e1a\u0e2a\u0e32\u0e22<\/p><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-20e752e elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"20e752e\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c2e7ce1\" data-id=\"c2e7ce1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5138279 elementor-widget elementor-widget-heading\" data-id=\"5138279\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">\u0e41\u0e2b\u0e25\u0e48\u0e07\u0e2d\u0e49\u0e32\u0e07\u0e2d\u0e34\u0e07 (Reference)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dd6dc59 elementor-widget elementor-widget-text-editor\" data-id=\"dd6dc59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ol><li style=\"font-weight: 400;\" aria-level=\"1\"><p>Call Center Studio \u2013 8 Important Call Center KPIs<br \/><a href=\"https:\/\/callcenterstudio.com\/blog\/8-important-contact-center-kpis-to-track-in-2024\/?utm_source=chatgpt.com\">https:\/\/callcenterstudio.com\/blog\/8-important-contact-center-kpis-to-track-in-2024\/<\/a><\/p><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><p>Call Center KPI Examples \u2013 Callcriteria.com<br \/><a href=\"https:\/\/callcriteria.com\/call-center-performance-metrics-examples-2\/?utm_source=chatgpt.com\">https:\/\/callcriteria.com\/call-center-performance-metrics-examples-2\/<\/a><\/p><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><p>Contact Center Metrics (Zendesk)<br \/><a href=\"https:\/\/www.zendesk.com\/blog\/call-center-metrics-really-focus\/?utm_source=chatgpt.com\">https:\/\/www.zendesk.com\/blog\/call-center-metrics-really-focus\/<\/a><\/p><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><p>KPI Guide \u2013 Cloud Call Center<br \/><a href=\"https:\/\/cloud-call-center.ae\/2025\/05\/25\/kpi-for-call-center\/?utm_source=chatgpt.com\">https:\/\/cloud-call-center.ae\/2025\/05\/25\/kpi-for-call-center\/<\/a><\/p><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><p>Call Center KPI List (CallCenterMaster)<br \/><a href=\"https:\/\/www.callcentermaster.com\/Management\/Call-Center-KPI.html?utm_source=chatgpt.com\">https:\/\/www.callcentermaster.com\/Management\/Call-Center-KPI.html<\/a><\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c2e47c2 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"c2e47c2\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2fb3ef07\" data-id=\"2fb3ef07\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6e5c5b82 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6e5c5b82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-2ee06fc8 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-sticky-section-no wpr-equal-height-no\" data-id=\"2ee06fc8\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-44ffd1f9\" data-id=\"44ffd1f9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bbae1ea ha-dual-button--align-center ha-dual-button--tablet-align-center elementor-widget-tablet__width-initial ha-dual-button--layout-queue ha-dual-button--tablet-layout-queue ha-dual-button--mobile-layout-queue elementor-widget elementor-widget-ha-dual-button happy-addon ha-dual-button\" data-id=\"bbae1ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ha-dual-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t        <div class=\"ha-dual-btn-wrapper\">\n            <a class=\"ha-dual-btn ha-dual-btn--left\" href=\"https:\/\/www.mocap.co.th\/th\/\u0e15\u0e34\u0e14\u0e15\u0e48\u0e2d-mocap\/\">\n                                                    <span >\u0e15\u0e34\u0e14\u0e15\u0e48\u0e2d\u0e40\u0e23\u0e32\u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e1b\u0e23\u0e36\u0e01\u0e29\u0e32<\/span>\n                                            <\/a>\n                            <span class=\"ha-dual-btn-connector ha-dual-btn-connector--text\">\n                    \u0e2b\u0e23\u0e37\u0e2d                <\/span>\n                    <\/div>\n        <div class=\"ha-dual-btn-wrapper\">\n            <a class=\"ha-dual-btn ha-dual-btn--right\" href=\"https:\/\/www.mocap.co.th\/th\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23\u0e02\u0e2d\u0e07\u0e40\u0e23\u0e32\/\">\n                                                    <span >\u0e14\u0e39\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23\u0e2d\u0e37\u0e48\u0e19\u0e46 \u0e02\u0e2d\u0e07 MOCAP<\/span>\n                                            <\/a>\n        <\/div>\n        \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>\u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\u0e44\u0e21\u0e48\u0e43\u0e0a\u0e48\u0e17\u0e38\u0e01\u0e2d\u0e22\u0e48\u0e32\u0e07! \u0e40\u0e23\u0e35\u0e22\u0e19\u0e23\u0e39\u0e49\u0e27\u0e34\u0e18\u0e35\u0e15\u0e31\u0e49\u0e07\u0e04\u0e48\u0e32 SLA \u0e17\u0e35\u0e48\u0e2a\u0e21\u0e14\u0e38\u0e25\u0e23\u0e30\u0e2b\u0e27\u0e48\u0e32\u0e07\u0e15\u0e49\u0e19\u0e17\u0e38\u0e19\u0e41\u0e25\u0e30\u0e04\u0e38\u0e13\u0e20\u0e32\u0e1e \u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e2a\u0e23\u0e49\u0e32\u0e07\u0e1b\u0e23\u0e30\u0e2a\u0e1a\u0e01\u0e32\u0e23\u0e13\u0e4c\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e17\u0e35\u0e48\u0e22\u0e2d\u0e14\u0e40\u0e22\u0e35\u0e48\u0e22\u0e21\u0e42\u0e14\u0e22\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e44\u0e21\u0e48\u0e2b\u0e21\u0e14\u0e44\u0e1f<\/p>","protected":false},"author":6,"featured_media":48653,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[119],"tags":[154],"class_list":["post-48642","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mocap-talk","tag-market-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SLA 90\/15 \u0e14\u0e35\u0e08\u0e23\u0e34\u0e07\u0e2b\u0e23\u0e37\u0e2d? \u0e27\u0e34\u0e18\u0e35\u0e15\u0e31\u0e49\u0e07\u0e04\u0e48\u0e32 SLA Call Center \u0e43\u0e2b\u0e49\u0e04\u0e38\u0e49\u0e21\u0e04\u0e48\u0e32\u0e41\u0e25\u0e30\u0e22\u0e31\u0e48\u0e07\u0e22\u0e37\u0e19<\/title>\n<meta name=\"description\" content=\"\u0e27\u0e34\u0e40\u0e04\u0e23\u0e32\u0e30\u0e2b\u0e4c\u0e40\u0e08\u0e32\u0e30\u0e25\u0e36\u0e01 \u0e17\u0e33\u0e44\u0e21 SLA 90\/15 \u0e2d\u0e32\u0e08\u0e44\u0e21\u0e48\u0e43\u0e0a\u0e48\u0e04\u0e33\u0e15\u0e2d\u0e1a\u0e17\u0e35\u0e48\u0e14\u0e35\u0e17\u0e35\u0e48\u0e2a\u0e38\u0e14\u0e2a\u0e33\u0e2b\u0e23\u0e31\u0e1a\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e04\u0e38\u0e13 \u0e1e\u0e23\u0e49\u0e2d\u0e21\u0e15\u0e32\u0e23\u0e32\u0e07\u0e41\u0e19\u0e30\u0e19\u0e33\u0e01\u0e32\u0e23\u0e15\u0e31\u0e49\u0e07 SLA \u0e15\u0e32\u0e21\u0e1b\u0e23\u0e30\u0e40\u0e20\u0e17\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e40\u0e1e\u0e37\u0e48\u0e2d\u0e1b\u0e23\u0e30\u0e2a\u0e34\u0e17\u0e18\u0e34\u0e20\u0e32\u0e1e\u0e2a\u0e39\u0e07\u0e2a\u0e38\u0e14\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mocap.co.th\/th\/call-center-sla-optimization-guide\/\" \/>\n<meta property=\"og:locale\" content=\"th_TH\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u0e40\u0e25\u0e34\u0e01\u0e1a\u0e49\u0e32\u0e08\u0e35\u0e49\u0e15\u0e32\u0e21 SLA 90\/15! \u0e16\u0e49\u0e32\u0e04\u0e38\u0e13\u0e44\u0e21\u0e48\u0e2d\u0e22\u0e32\u0e01\u0e08\u0e48\u0e32\u0e22\u0e04\u0e48\u0e32\u0e1e\u0e19\u0e31\u0e01\u0e07\u0e32\u0e19\u0e1f\u0e23\u0e35\u0e46 \u0e42\u0e14\u0e22\u0e25\u0e39\u0e01\u0e04\u0e49\u0e32\u0e22\u0e31\u0e07\u0e44\u0e21\u0e48\u0e1b\u0e23\u0e30\u0e17\u0e31\u0e1a\u0e43\u0e08\" \/>\n<meta property=\"og:description\" content=\"\u0e40\u0e08\u0e32\u0e30\u0e25\u0e36\u0e01\u0e01\u0e25\u0e22\u0e38\u0e17\u0e18\u0e4c\u0e01\u0e32\u0e23\u0e1a\u0e23\u0e34\u0e2b\u0e32\u0e23 Call Center \u0e22\u0e38\u0e04\u0e43\u0e2b\u0e21\u0e48 \u0e04\u0e27\u0e32\u0e21\u0e40\u0e23\u0e47\u0e27\u0e2a\u0e33\u0e04\u0e31\u0e0d\u0e41\u0e04\u0e48\u0e44\u0e2b\u0e19? \u0e41\u0e25\u0e30\u0e2d\u0e30\u0e44\u0e23\u0e04\u0e37\u0e2d\u0e15\u0e31\u0e27\u0e40\u0e25\u0e02\u0e17\u0e35\u0e48 &quot;\u0e04\u0e38\u0e49\u0e21\u0e04\u0e48\u0e32&quot; \u0e17\u0e35\u0e48\u0e2a\u0e38\u0e14\u0e2a\u0e33\u0e2b\u0e23\u0e31\u0e1a\u0e18\u0e38\u0e23\u0e01\u0e34\u0e08\u0e04\u0e38\u0e13\u0e43\u0e19\u0e1b\u0e35 2026\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.mocap.co.th\/th\/call-center-sla-optimization-guide\/\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/mocap\" \/>\n<meta property=\"article:published_time\" content=\"2026-05-06T09:40:59+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-06T09:59:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.mocap.co.th\/wp-content\/uploads\/2026\/05\/proper-sla-setting-for-business.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1448\" \/>\n\t<meta property=\"og:image:height\" content=\"1086\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Production MOCAP\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" 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