During the two-year project implementation period, the resource recycling 0800 service hotline received a total volume of 266,044 calls, where the call answered rate by service representatives 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 satisfaction toward the resource recycling hotline service; satisfaction toward the IVR (Interactive Voice Response); satisfaction toward the service representatives; and the overall satisfaction toward the resource recycling system. Survey findings yielded that over nine out of ten callers were satisfied with the proficiency of the 0800 service representatives; and eight out of ten were satisfied with the IVR system, which showed that both of the service representatives' 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. To enhance the efficiency of the 0800 service hotline, the project team has also regularly reviewed and modified the IVR structure by including the most frequently-asked questions as the first tier voice prompts and continuously updating their contents in real-time, in order to help callers to quickly access the information they needed or connect them to live service representatives as desired.

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