Post Content

RMV New PhoneNumber, August 1, 2012This week MassDOT’s Registry of Motor Vehicles Division, under the guidance of Registrar-Designate Celia J. Blue, began offering a ‘virtual hold’ service for its call center customers to pair with the newly introduced voice command menu which allows customers to conduct RMV business in their own words.

“Customers choosing to conduct business through the RMV’s call center are looking for helpful, concise service,” said Registrar-Designate Blue. “With the introduction of these new amenities, we are able to hear the customer’s needs and save them time by returning their call when a customer service agent is free.” 

The virtual hold technology gives customers the choice of receiving a call back from the RMV instead of holding the line in a call queue. When a caller selects or speaks their business they need help with, an estimated wait time is given to the caller. The caller may then choose to wait or opt to be placed into an outbound queue to receive a call back from the RMV. To do so, customers punch their phone number into the system. The amenity was introduced at the call center on Monday, January 27 where 80 percent of 857-DOT-8000 customers selected the call back option and offered positive reviews once their transaction was complete.

Due to staffing levels and service hours, there will be periods of time throughout the day when the virtual hold service is not available, but an estimated wait time is still provided to the customer. The system’s algorithm takes into account hours of operation, staffing levels, the average call time, and the number of call back requests already in the queue. This ensures only calls that can be returned the same day are given the call back option.

Since mid-December and the introduction of the voice command menu, or natural language, the RMV has been monitoring how customers interact with the new system and finding areas to make improvements. Metrics for measuring the success of these new amenities will analyze how many customers selected virtual hold, if customers were routed properly based on their inquiry, the overall call abandonment rate and customer feedback.

In addition to calling 857-DOT-8000, RMV customers are encouraged to perform their transactions online anytime at www.MassRMV.com.

Written By:

Recent Posts

MBTA: New WiFi System Announced posted on Jul 24

MBTA: New WiFi System Announced

Under a new license agreement signed today by MBTA General Manager Beverly Scott, a state-of-the-art WiFi system will be installed throughout the MBTA’s sprawling network of fourteen Commuter Rail lines. At no cost to the MBTA or its customers, inMOTION Wireless, Inc. will build a   …Continue Reading MBTA: New WiFi System Announced

Boston: Plan Ahead for I-90 Lane Restrictions posted on Jul 23

Boston: Plan Ahead for I-90 Lane Restrictions

MassDOT on Sunday, July 27 at 9:00pm will begin work to improve the median and Commonwealth Avenue Bridge substructure on Interstate 90 in Boston. Beginning Sunday night at 9:00pm and lasting for approximately six months, the left lanes in both Eastbound and Westbound directions on   …Continue Reading Boston: Plan Ahead for I-90 Lane Restrictions

Methuen Rotary Project: Travel Impacts posted on Jul 22

Methuen Rotary Project: Travel Impacts

MassDOT has scheduled upcoming lane closures as part of the Methuen Rotary Reconstruction Project.  Beginning on Monday, July 28, 2014 until further notice, the I-93 breakdown lane will be closed from Exit 46 – Routes 110/113 to Exit 47 – Pelham St. on I-93 Northbound   …Continue Reading Methuen Rotary Project: Travel Impacts