環保專案成果報告查詢系統

專案計畫編號
經費年度	112
計畫經費	9,315 千元
預算科目	資源回收之宣傳與溝通業務
專案開始日期	2023/11/01
專案結束日期	2025/01/15
專案主持人	林子傑
主辦單位	循環署回收基金管理會
承辦人	莊富凱
執行單位	台灣優勢客服科技股份有限公司
專案分類	廢棄物管理、資源循環
中文關鍵字	0800-085717資源回收專線
英文關鍵字	0800-085717 Recycling Hotline.
協同主持人
共同主持人
計畫聯絡人	陳逸霏
計畫聯絡電話	02-663588000#2181
計畫聯絡信箱	rubychen@tust.com.tw

中文摘要	0800-085717資源回收專線站在第一線，強化資源回收，落實回收觀念本計畫提供民眾快速直接之溝通管道，受理諮詢、檢舉、陳情、檢舉通報等服務。為強化為民服務品質，建立24小時語音服務系統、智能客服、LINE服務等多元管道，配合宣導民眾做好分類以提升回收率。一通電話快速解決民眾問題，服務滿意度高達 93%之正面肯定評價 112年11月至113年10月專線話務量計8萬2,890通、專人接聽97.37%、民眾語音留言數603通、後送案件58件、受理檢舉路邊廢車1,106件、簡訊服務1萬2,522則及外撥作業2,202通。接聽服務9成9以上於線上完成，後送案件3天內辦理結案率達84.48%，顯見非常重視民眾對資源回收體制的回饋。每通專人服務電話，導入滿意度評分系統，達98.92%滿意，每半年進行專線整體滿意度調查，滿意度達93.71%，顯見民眾對專線的服務給予肯定。提供民眾便捷數位服務，彈性運用解決回收需求，以提升服務有效性 112年11月至113年10月有 2,167 位民眾使用智能客服，其提問4,991個問題，智能系統有給予答案題數計4,769題，系統覆蓋率達95.55%；專線新增知識題庫累計1,148題、例句數6萬9,757則；另，智能客服數位服務再升級，於113年5月起提供專人服務時間內可轉專人文字客服服務。LINE服務自112年11月至113年10月加入好友計1萬0,992民眾，其中有1,647位民眾使用專人提供1對1諮詢服務；期間本計畫同步配合環境部推廣之活動，於LINE平台發送活動訊息，鼓勵民眾踴躍參與，藉由不同管道宣傳資源回收相關訊息，提升資源回收資訊的推廣度。 0800-085-717資源回收免費服務專線持續以顧客導向思維，不斷策進各項服務領域與作業流程，以提供更廣、更好、更細緻之服務。
中文關鍵字	0800-085717資源回收專線

中文摘要

0800-085717資源回收專線站在第一線，強化資源回收，落實回收觀念本計畫提供民眾快速直接之溝通管道，受理諮詢、檢舉、陳情、檢舉通報等服務。為強化為民服務品質，建立24小時語音服務系統、智能客服、LINE服務等多元管道，配合宣導民眾做好分類以提升回收率。一通電話快速解決民眾問題，服務滿意度高達 93%之正面肯定評價 112年11月至113年10月專線話務量計8萬2,890通、專人接聽97.37%、民眾語音留言數603通、後送案件58件、受理檢舉路邊廢車1,106件、簡訊服務1萬2,522則及外撥作業2,202通。接聽服務9成9以上於線上完成，後送案件3天內辦理結案率達84.48%，顯見非常重視民眾對資源回收體制的回饋。每通專人服務電話，導入滿意度評分系統，達98.92%滿意，每半年進行專線整體滿意度調查，滿意度達93.71%，顯見民眾對專線的服務給予肯定。提供民眾便捷數位服務，彈性運用解決回收需求，以提升服務有效性 112年11月至113年10月有 2,167 位民眾使用智能客服，其提問4,991個問題，智能系統有給予答案題數計4,769題，系統覆蓋率達95.55%；專線新增知識題庫累計1,148題、例句數6萬9,757則；另，智能客服數位服務再升級，於113年5月起提供專人服務時間內可轉專人文字客服服務。LINE服務自112年11月至113年10月加入好友計1萬0,992民眾，其中有1,647位民眾使用專人提供1對1諮詢服務；期間本計畫同步配合環境部推廣之活動，於LINE平台發送活動訊息，鼓勵民眾踴躍參與，藉由不同管道宣傳資源回收相關訊息，提升資源回收資訊的推廣度。 0800-085-717資源回收免費服務專線持續以顧客導向思維，不斷策進各項服務領域與作業流程，以提供更廣、更好、更細緻之服務。

中文關鍵字

0800-085717資源回收專線

類型	檔名	檔案大小	說明	最新版公開日期
期末報告	11211-11312成果報告.pdf	10MB	環境部資源循環署0800-085717 資源回收免費服務專線專案工作計畫成果報告案號112AA268	2025/2/7 上午 12:00:00

摘要	0800-085717 Recycling Hotline stands on the front line, strengthen recycling efforts and implementing recycling concepts. This plan provides a fast and direct communication channel for the public, and accepts services such as consultation, reporting, complaints, reporting reports, etc. In order to strengthen the quality of services for the people, multiple channels such as a 24-hour voice service system, intelligent AI customer service, and LINE services have been established to promulgate the awareness of sorting to increase the recycling rate. Quick solutions with just one call – achieving 93% satisfaction rate From November 2023 to October 2024, there were a total of 82,890 calls for the incoming calls of dedicated hotline, a 97.37% response rate by dedicated personnel, 603 voice messages from the public, 58 cases for information requests, 1,106 reports of roadside abandoned vehicles, 12,522 text messages and 2,202 outbound calls. More than 99% of answering services were completed online, and 84.48% of evacuation cases were resolved within 3 days. It obviously showed great care about the feedback from the public on the resource recycling system. The satisfaction rating system was introduced to each service call for dedicated personnel, and the satisfaction rate reached 98.92%. The overall satisfaction survey of the dedicated hotline was conducted every six months, and the satisfaction rate reached 93.71%. It was obvious that the public affirmed the service of the dedicated hotline. Delivering flexible and convenient digital sevices to meet recycling needs of the general public thereby improving service efficiency. From November 2023 to October 2024, 2,167 people used the intelligent AI customer service, asking a total of 4,991 questions. It has accumulated 4,769 knowledge questions and achieved an answer rate of 95.55%. In addition, it has accumulated a total of 1,148 knowledge questions and 69,757 example sentences.Starting form May 2024, users can be transferred to a live text customer service representative for faster services, During the November 2023 to October 2024, LINE service, there were 10,992 friends, with 1,647 users utilizing the intelligent LINE one-by-one services. The project aligns with activities promoted by the Ministry of Environmental Protection . Messages about the activities are sent on the LINE platform, encouraging people to actively participate. By using different channels to promulgate related information about resource recycling. The promotion of resource recycling information will be improved. 0800-085-717 the resource recycling free service dedicated hotline continues to adopt customer-oriented thinking, and constantly enhances various areas of services and operating procedures in order to provide wider, better, and more detailed services.
英文關鍵字	0800-085717 Recycling Hotline.

摘要

0800-085717 Recycling Hotline stands on the front line, strengthen recycling efforts and implementing recycling concepts. This plan provides a fast and direct communication channel for the public, and accepts services such as consultation, reporting, complaints, reporting reports, etc. In order to strengthen the quality of services for the people, multiple channels such as a 24-hour voice service system, intelligent AI customer service, and LINE services have been established to promulgate the awareness of sorting to increase the recycling rate. Quick solutions with just one call – achieving 93% satisfaction rate From November 2023 to October 2024, there were a total of 82,890 calls for the incoming calls of dedicated hotline, a 97.37% response rate by dedicated personnel, 603 voice messages from the public, 58 cases for information requests, 1,106 reports of roadside abandoned vehicles, 12,522 text messages and 2,202 outbound calls. More than 99% of answering services were completed online, and 84.48% of evacuation cases were resolved within 3 days. It obviously showed great care about the feedback from the public on the resource recycling system. The satisfaction rating system was introduced to each service call for dedicated personnel, and the satisfaction rate reached 98.92%. The overall satisfaction survey of the dedicated hotline was conducted every six months, and the satisfaction rate reached 93.71%. It was obvious that the public affirmed the service of the dedicated hotline. Delivering flexible and convenient digital sevices to meet recycling needs of the general public thereby improving service efficiency. From November 2023 to October 2024, 2,167 people used the intelligent AI customer service, asking a total of 4,991 questions. It has accumulated 4,769 knowledge questions and achieved an answer rate of 95.55%. In addition, it has accumulated a total of 1,148 knowledge questions and 69,757 example sentences.Starting form May 2024, users can be transferred to a live text customer service representative for faster services, During the November 2023 to October 2024, LINE service, there were 10,992 friends, with 1,647 users utilizing the intelligent LINE one-by-one services. The project aligns with activities promoted by the Ministry of Environmental Protection . Messages about the activities are sent on the LINE platform, encouraging people to actively participate. By using different channels to promulgate related information about resource recycling. The promotion of resource recycling information will be improved. 0800-085-717 the resource recycling free service dedicated hotline continues to adopt customer-oriented thinking, and constantly enhances various areas of services and operating procedures in order to provide wider, better, and more detailed services.

英文關鍵字

0800-085717 Recycling Hotline.