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

MassDOT Announces Completion of Trapelo Road Reconstruction Project posted on Sep 28

MassDOT Announces Completion of Trapelo Road Reconstruction Project

Transportation Secretary and CEO Stephanie Pollack, Highway Administrator Thomas J. Tinlin, State Senator Will Brownsberger and state and local officials today announced the completion of the Trapelo Road Reconstruction project. A ribbon cutting ceremony was held today in Belmont to celebrate the project’s conclusion. “The   …Continue Reading MassDOT Announces Completion of Trapelo Road Reconstruction Project

Martha’s Vineyard Drawbridge Nationally Recognized as Top 10 Project posted on Sep 28

Martha’s Vineyard Drawbridge Nationally Recognized as Top 10 Project

MassDOT announced that ROADS & BRIDGES magazine has named the Lagoon Pond Drawbridge on Martha’s Vineyard to its list of Top 10 Bridge Projects for 2016. A $43.7 million project, the Lagoon Pond Drawbridge is a 350-foot bascule bridge that it is opened and closed   …Continue Reading Martha’s Vineyard Drawbridge Nationally Recognized as Top 10 Project

MassDOT Activates Real Time Traffic Displays on Interstate 195 posted on Sep 27

MassDOT Activates Real Time Traffic Displays on Interstate 195

MassDOT announced the expansion of its Real Time Traffic System (Go-Time) with additional displays along 40 miles of Interstate 195, from Seekonk to Wareham. This expansion will include 10 signs, providing travel times to 20 destinations, (12 of these 20 destinations will be displaying travel   …Continue Reading MassDOT Activates Real Time Traffic Displays on Interstate 195