行政院環境保護署 環保專案成果報告查詢系統

EPA-99-HA11-03-A063

099

15,000 千元

2010/04/30

2012/02/29

魏慶良

回收基管會

吳宜甄

台灣優勢客服科技股份有限公司

廢棄物管理

滿意度調查，語音系統，檢舉

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

王學驤

葉祥宏

02-66358000#2114

josephyeh@tust.com.tw

本計畫摘要內容：包含建置「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，提升資源回收績效。 99年5月至101年2月專案執行期間共承接進線量248,348通，語音應答服務108,150通(占總進線數43.55%)、專人應答服務140,198通(占總進線數56.45%)，專人應答率高達99.88%，另在非專人服務時間民眾語音留言18,443通、後送民眾各項問題案件323件、通報路邊廢車2,208件及受理民眾索取資料514件。 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，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，以做為即時改進服務品質之參考。此外，本計畫每季檢核24小時自動語音服務系統，觀察民眾使用自動語音系統的情形並配合滿意度結果進行評估並適時調整語音系統架構，以提供最符合民眾需求的自動語音系統。

滿意度調查，語音系統，檢舉

EPA99HA1103A063.rar

14MB

2012/6/1 上午 12:00:00

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.

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