In 1998, the Recycling Fund Management Board of EPA established a hotline, “National Recycle Services”, to handle all matters related to recycles, including general environment enquiries, complaints, reporting, suggestions, and abandoned vehicle reporting. This is a toll-free service answered by a professional team, which also serves as a bridge for communications between the general public and the government. A total of 312, 263 calls were received between January 2016 and March 2018. 150, 736 (48.27%) calls were managed by automated voice response system, and 161,527 (51.73%) calls requested representative assistance. As high as 99.29% calls requiring rep service were answered. Out of all calls received, 23,293 were voice messages from calls during off hours, 551 were forwarded for further handling, 5,136 reported abandoned vehicles, and 269 were for information requests. In order to better understand the appropriateness and usefulness of content provided by the Recycling Hotline and the satisfaction toward the 0800 toll-free hotline, a survey was conducted, covering the following areas: Overall satisfaction for the Recycling Hotline, Satisfaction for the Voice System, Satisfaction for representative service, Overall satisfaction for recycle-related service. Additionally, our company reviewed the 24-hour automated voice response system each quarter to monitor the usage. The satisfaction survey findings were used as reference for system improvement and user friendly service. To pursue excellence, our company continued to develop more professionals to provide better project trainings and fine-tuned the system for improvement. As we are dedicated to higher satisfaction, we believe the Recycle Hotline can bring good services with true quality for EPA.

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