| 英文摘要 |
The content of this project includes: (1) planning operation procedures, methods, and standards of the "Recycling Service Hotline" and providing software and hardware required for reporting procedures, (2) offering services such as delivering recycling related information, consulting, offense reporting, plead, and case reporting, (3) co-working with the Environmental Protection Administration, local environmental protection police units, and recycling organizations to effectively enhance the implementation of roadside abandoned vehicles report and case tracking, (4) cooperating with the Environmental Protection Administration in promoting recycling procedures and case follow-ups to improve the overall recycling performance.
During this project (May, 2010 ~ February, 2012), there had been a total of 248,348 calls received. Among them, 108,150 were answered through the voice response service (43.55%) while 140,198 were answered by agents (56.45%). The answer rate by agents was as high as 99.88%. During the hours without service by agents, there had been 18,443 voice messages left by callers, 323 cases to be forwarded to related units, 2,208 reports of roadside abandoned vehicles, and 514 requests for information.
In order to further understand whether the services provided through the recycling hotline met people’s demands and the overall service satisfaction of the “0800 customer service hotline”, “Recycling Hotline Caller Satisfaction Survey” was conducted monthly. The content of the survey included four indexes: the overall satisfaction with the recycling hotline, satisfaction with the voice system services, satisfaction with the service quality of agents, and overall satisfaction with the recycling services. The results were used as references of service quality improvement. In addition, we reviewed the performance of the 24 hour automatic voice service system quarterly. By combining our observations of the usage of voice response system and the results of the satisfaction survey, we were able to evaluate the voice system and adjust the structure of it timely, in order to provide an automatic voice system which best met people's demands.
|