| 英文摘要 |
This abstract covers the following details for the project: the operation processes involved in establishing the Recycling Hotline, including the methodology, standards, and planning, as well as a comprehensive reporting system and related equipment, free recycle information inquiries for controlled items, consultation, offence reporting, petition, and case reporting.
The Recycle Hotline is an operation that involves EPA, localpolice/environment unit,and vendors, which effectively handles the reported abandoned cars with tracking endeavors. Additionally, improvements for recycling performance were enabled by wording in line with EPA’s education and communication, as well as case management and related follow-up efforts.
A total of 251, 735 calls were received between January 2014 and December 2015. 138, 076 (54.85%) calls were managed by automated voice response system, and 113, 659 (45.15%) calls requested representative assistance. As high as 99.82% calls requiring rep service were answered.
Out of all calls received, 18,058 were voice messages from calls during off hours, 365 were forwarded for further handling, 2596 reported abandoned vehicles, and 269 were for information requests.
In order to better understand the appropriateness and usefulness of content provided by the Recycling Hotline and the satisfaction toward the 0800 toll-free hotline, a survey was conducted, covering the following areas: Overall satisfaction for the Recycling Hotline, Satisfaction for the Voice System, Satisfaction for representative service, Overall satisfaction for recycle-related service. Additionally, our company reviewed the 24-hour automated voice response system each quarter to monitor the usage. The satisfaction survey findings were used as reference for system improvement and user friendly service.
To pursue excellence, our company continued to develop more professionals to provide better project trainings and fine-tuned the system for improvement. As we are dedicated to higher satisfaction, we believe the Recycle Hotline can bring good services with true quality for EPA.
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