1. opendata.epa.gov.tw
  2. 環保專案摘要資料
  3. 32119163
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Title 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
Abstract 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。
EngTitle The Quality in Phone Answering Service of the EPA Staff Handling Complaints of
EngAbstract 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.
ProjectYear 098
SponsorOrg 督察總隊
ExecutingOrg 故鄉市場調查股份有限公司
PublicFullVersionURL http://epq.epa.gov.tw/project/FileDownload.aspx?fid=14818