98 年度各級環保報案中心專線電話接聽人員服務品質調查專案工作計劃
| 中文摘要 | 本調查為瞭解各級環保報案中心專線接聽人員服務品質，針對各報 案中心專線接聽電話人員進行測試，整體表現分數為 93.3分。接聽狀況 分數為 48.8 分，服務態度與品質為 43.9 分(陳情案件屬環保單位權責為 42.4 分，非屬環保單位權責測試為 47.3 分，處理結果回復狀況為 48.7 分)，加分項分數為0.5分。另外，少數專線接聽人員易忽略「給予陳情 人報案編號」 、 「主動詢問陳情人願意會同稽查與否」 ，建議應加強教育 訓練與宣導同仁在處理陳情案件時應注意到細節，讓陳情民眾感受到環 保報案中心對於其所陳情事件的重視程度。 | ||
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| 中文關鍵字 | 公害陳情案件、環境保護署 | ||
基本資訊
| 專案計畫編號 | EPA-98-Z102-02-202 | 經費年度 | 098 | 計畫經費 | 274 千元 |
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| 專案開始日期 | 2009/04/06 | 專案結束日期 | 2009/12/31 | 專案主持人 | 黃河 |
| 主辦單位 | 環境督察總隊 | 承辦人 | 陳室珍 | 執行單位 | 故鄉市場調查股份有限公司 |
成果下載
| 類型 | 檔名 | 檔案大小 | 說明 |
|---|---|---|---|
| 期末報告 | 98公害陳情專線接聽人員服務態度及品質調查報告.pdf | 0MB |
The Quality in Phone Answering Service of the EPA Staff Handling Complaints of
| 英文摘要 | The objectives of this survey were to understand the quality in phone answering 目錄及摘要 III service of the EPA staff handling complaints. The interviewed were the EPA staff handling complaints. The final findings: -- The score of overall quality in phone answering service is 93.3. -- The score of status for those answering phone calls was 48.8. -- The score of the service etiquette of the EPA units was 43.9. The score of complaints about contamination issues which were the duty of the EPA staff was 42.4. The score of complaints about contamination issues which were not the duty of the EPA staff was 47.3. The score of the EPA units in response to the handling results was 48.7. -- The score of the additional items was 43.9. Additionally, there were certain faults that need to be heeded in order to show that EPA really cares, such as failing to give callers a report registration number, and failing to ask if the callers were willing to go to the contamination site with official investigators. | ||
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| 英文關鍵字 | Complaints about Contamination Issues、Environmental Protection | ||