The thesis serves as a conclusion report for ‘Launching the 0800-085-717 toll-free resource recycling service hotline project’, which is comprised of the operating process, method and criteria by which the ‘Resource recycling hotline’ is developed and instilled by; various software and firmware facilities necessary to provide a comprehensive reporting system; as well as services of free inquiry, consultation, tip-off, grievance filing and reporting cases relating to resource recycling under general recyclable mandates. The efforts are intended to instill an operating mode among the Environmental Protection Administration, local environmental enforcement agencies and the operators that would poise to facilitate the public’s reporting abandoned roadside vehicles and/or subsequent case follow-ups, in addition to supporting the EPA’s environmental awareness promotion, follow-up and monitoring on cases already lodged in that would poise to improve the resource recycling yield. The entire project execution period fully complies with the operating guideline specified under the public screening announcement and contractual stipulations, which in turn are used for drafting three major service level indicators – the call center’s operating management, the service level and quality management, and system equipment functionality requirement that are used for gauging the project’s state of service fulfillment rates. During the two-year project implementation period, the service hotline team received a total volume of 319,729 calls, where the call answered by designated service representatives reported a 99%-plus success rate.

KPI,IVR,CTI