Satisfaction of the disease control personnel towards the DDC hot line call center

Abstract

Satisfaction of personnels of the Department of Disease Control towards the performance of the hot line call center of the Department of Disease Control (call number, 0-2590-3333) was surveyed by questionnaire. The survey was conducted during January to March 2006. Three hundred and thirty four personnels were randomly selected from the total 2,014 personnels of the 14 divisions in the Department. Questionnaire was comprised of 3 parts; general information, satisfaction towards call center performance, opinion and suggestions. Descriptive statistics were used to analyze the data including frequency. percentage, mean and standard deviation. Chi-square test was used to test the relationship between the satisfaction level and the related factors. Statistical significant was set at 0.05. The results revealed that most personnels of the Department never used the hotline service of the Department. They proposed that call center staff should be friendly, polite, enthusiastic and call service should be provided within 5-10 minutes. Personnels experienced the hot line service were moderately satisfied with the service including staff, service system, service quality and service approach. Factors including gender, service usage record, staff, system, quality and approach had a significant relationship with satisfaction towards performance of the call center whereas age, educational level, marital status, job position, job level and service usage record of the other call centers had no relationship with the satisfaction. Services should be widely promoted to serve the main target groups i.e. general public. DDC personnels have the other channels to reach the service. In addition, any information offered in the service should be updated, present and practical in order to boost ultimate satisfaction among users.