環保專案成果報告查詢系統

專案計畫編號	EPA-93-HA11-03-A031
經費年度	093
計畫經費	17,000 千元
專案開始日期	2004/03/01
專案結束日期	2006/02/28
專案主持人	邱登崧
主辦單位	回收基管會
承辦人
執行單位	台灣客服科技股份有限公司
專案分類	化學物質管理
中文關鍵字	滿意度調查,語音系統,檢舉
英文關鍵字	satisfaction poll,IVR(interactive voice response),tip-off
協同主持人
共同主持人
計畫聯絡人	林美華
計畫聯絡電話	0935449657
計畫聯絡信箱	angelalin@ttnt.com.tw

中文摘要	本計畫摘要內容:包含規劃建置「資源回收專線」之作業程序、方法、標準等規劃及提供完善之通報作業軟、硬體等各項設施，並提供民眾及各界公告列管回收項目之資源回收相關資訊之免費查詢、諮詢、檢舉、陳情及通報案件等服務，建立環保署與地方環警單位、協力廠商之作業模式，有效辦理民眾檢舉路邊廢車或案件追蹤等相關作業，另配合環保署教育宣導及受理案件追蹤管考工作，提昇資源回收績效。專案執行期間皆符合評選公告及合約內文之作業規範，依據訂定之話務中心營運管理、服務水平品質管理、外撥服務工作管理及系統設備功能需求作業之四大服務水平指標來檢視專案所有的服務達成狀況；專案執行二年期間共承接350,815通進線量，專人應答率高達 99% 以上，為更深入瞭解資源回收專線提供的服務與內容是否符合民眾需求及「0800客服專線」整體滿意情形，本公司執行「資源回收專線來電民眾滿意度調查」研究專案，以做為即時改進服務品質之參考，調查內容包含資源回收專線整體滿意度、語音系統服務滿意度、專人服務品質滿意度、資源回收提供服務整體滿意度等四大項指標，由調查結果可知，來電民眾對0800專線的專員服務滿意度均維持在9成以上，語音系統的滿意度也維持在8成以上，顯示專線人員素質與語音系統皆有一定水準，民眾對環保署0800專線的服務堪稱滿意。其次，建議與相關機關單位(如監理站、環警單位等)建立資訊整合作業目標，以完善解決客戶進線需求。在系統方面，提出調整語音系統主選單架構，以來電者最常查詢前三大項目問題作為提示語，並由語音判斷民眾需求引導進入系統或直接由專人處理；另一項為資源回收網建議以主題性較強業務作為網頁主宣導強項，並於主頁以彈跳視窗或跑馬燈方式突顯，讓民眾更便利運用各項系統介面。本公司本著精益求精的精神，持續加強專人各項專案訓練及系統功能調整，致力於各項專線服務滿意度持續提昇，相信可為環保署創造”五好”之資源回收專線服務：服務好、品質好、效率好、形象好、績效好。
中文關鍵字	滿意度調查,語音系統,檢舉

中文摘要

本計畫摘要內容:包含規劃建置「資源回收專線」之作業程序、方法、標準等規劃及提供完善之通報作業軟、硬體等各項設施，並提供民眾及各界公告列管回收項目之資源回收相關資訊之免費查詢、諮詢、檢舉、陳情及通報案件等服務，建立環保署與地方環警單位、協力廠商之作業模式，有效辦理民眾檢舉路邊廢車或案件追蹤等相關作業，另配合環保署教育宣導及受理案件追蹤管考工作，提昇資源回收績效。專案執行期間皆符合評選公告及合約內文之作業規範，依據訂定之話務中心營運管理、服務水平品質管理、外撥服務工作管理及系統設備功能需求作業之四大服務水平指標來檢視專案所有的服務達成狀況；專案執行二年期間共承接350,815通進線量，專人應答率高達 99% 以上，為更深入瞭解資源回收專線提供的服務與內容是否符合民眾需求及「0800客服專線」整體滿意情形，本公司執行「資源回收專線來電民眾滿意度調查」研究專案，以做為即時改進服務品質之參考，調查內容包含資源回收專線整體滿意度、語音系統服務滿意度、專人服務品質滿意度、資源回收提供服務整體滿意度等四大項指標，由調查結果可知，來電民眾對0800專線的專員服務滿意度均維持在9成以上，語音系統的滿意度也維持在8成以上，顯示專線人員素質與語音系統皆有一定水準，民眾對環保署0800專線的服務堪稱滿意。其次，建議與相關機關單位(如監理站、環警單位等)建立資訊整合作業目標，以完善解決客戶進線需求。在系統方面，提出調整語音系統主選單架構，以來電者最常查詢前三大項目問題作為提示語，並由語音判斷民眾需求引導進入系統或直接由專人處理；另一項為資源回收網建議以主題性較強業務作為網頁主宣導強項，並於主頁以彈跳視窗或跑馬燈方式突顯，讓民眾更便利運用各項系統介面。本公司本著精益求精的精神，持續加強專人各項專案訓練及系統功能調整，致力於各項專線服務滿意度持續提昇，相信可為環保署創造”五好”之資源回收專線服務：服務好、品質好、效率好、形象好、績效好。

中文關鍵字

滿意度調查,語音系統,檢舉

類型	檔名	檔案大小	說明	最新版公開日期
期末報告	KM-99979161-1.pdf	19MB	[期末報告]公開完整版	2006/6/1 上午 12:00:00

摘要	The project 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 and 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 four major service level indicators – the call center’s operating management, level of service quality management, outbound service 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 voice service section received a total volume of 350,815 calls, where the call answering rate by designated voice operators reported a 99%-plus success rate. To gain further in-sight into deciphering whether the content of the resource recycling service hotline does indeed meet the public’s demand, and the level of satisfaction toward the ‘0800 toll-free service hotline’, the project team had conducted a survey study featuring ‘Resource recycling hotline caller satisfaction poll’, as references for real-time service quality improvement. The content of the survey is comprised of four indicators - the overall level of satisfaction toward the resource recycling service; level of satisfaction toward the IVR system; level of satisfaction toward the service personnel; and level of satisfaction toward the overall resource recycling system. Survey findings yielded that over nine out of ten callers indicated satisfactory toward the proficiency of the 0800 service personnel; and eight out of ten indicated satisfactory toward the IVR system, which were indicative that the service personnel’s proficiency and the IVR system had been kept to a respectable level, and that it would be fair to indicate that the public were satisfied with the 0800 service hotline. Furthermore, the service hotline section has further recommended that an integrated information system be instilled collaborating with pertinent government agencies, i.e. Division of Motor Vehicles, Environmental Protection Administration and the like, to better address the caller’s demands. Of the system, the voice system’s framework has been proposed for change to include three most frequently asked questions by the caller as the cue, together with the caller’s response, to guide the caller to access the system or to get help from live operators; one other area has been the recommended for stepping up a resource recycling-oriented network as the main selection headings for the web page, coupled with clickable dialog box or banner, to facilitate the public in accessing various system interfaces. Upholding a refined perfection approach, the task force is committed to continuing with various project training and system functional fine-tuning and dedicating to an ongoing improvement to the level of satisfaction for all elements of the service hotline, as it is confident that it be able to man for the Environmental Protection Administration a sound resource recycling service hotline featuring good service, good quality, good efficiency, good image and good performance.
英文關鍵字	satisfaction poll,IVR(interactive voice response),tip-off

摘要

The project 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 and 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 four major service level indicators – the call center’s operating management, level of service quality management, outbound service 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 voice service section received a total volume of 350,815 calls, where the call answering rate by designated voice operators reported a 99%-plus success rate. To gain further in-sight into deciphering whether the content of the resource recycling service hotline does indeed meet the public’s demand, and the level of satisfaction toward the ‘0800 toll-free service hotline’, the project team had conducted a survey study featuring ‘Resource recycling hotline caller satisfaction poll’, as references for real-time service quality improvement. The content of the survey is comprised of four indicators - the overall level of satisfaction toward the resource recycling service; level of satisfaction toward the IVR system; level of satisfaction toward the service personnel; and level of satisfaction toward the overall resource recycling system. Survey findings yielded that over nine out of ten callers indicated satisfactory toward the proficiency of the 0800 service personnel; and eight out of ten indicated satisfactory toward the IVR system, which were indicative that the service personnel’s proficiency and the IVR system had been kept to a respectable level, and that it would be fair to indicate that the public were satisfied with the 0800 service hotline. Furthermore, the service hotline section has further recommended that an integrated information system be instilled collaborating with pertinent government agencies, i.e. Division of Motor Vehicles, Environmental Protection Administration and the like, to better address the caller’s demands. Of the system, the voice system’s framework has been proposed for change to include three most frequently asked questions by the caller as the cue, together with the caller’s response, to guide the caller to access the system or to get help from live operators; one other area has been the recommended for stepping up a resource recycling-oriented network as the main selection headings for the web page, coupled with clickable dialog box or banner, to facilitate the public in accessing various system interfaces. Upholding a refined perfection approach, the task force is committed to continuing with various project training and system functional fine-tuning and dedicating to an ongoing improvement to the level of satisfaction for all elements of the service hotline, as it is confident that it be able to man for the Environmental Protection Administration a sound resource recycling service hotline featuring good service, good quality, good efficiency, good image and good performance.

英文關鍵字

satisfaction poll,IVR(interactive voice response),tip-off