This 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.
MassDOT Reminder: Safe Winter Driving Tips! posted on Feb 4
With snow in the forecast, MassDOT reminds motorists to plan ahead, avoid travel during the snow event when possible, and be prepared for Winter Travel! Be sure to Prepare Your Vehicle For Winter Driving and bring Winter Car Supplies. Use Common Sense While Driving Near …Continue Reading MassDOT Reminder: Safe Winter Driving Tips!
MassDOT Innovation & Tech Transfer Exchange: March 8-9 posted on Feb 3
You are invited to share and learn the newest ideas in transportation technology by attending MassDOT’s Innovation & Tech Transfer Exchange for 2016, scheduled for March 8 & 9, at the DCU Center in Worcester. Are you wondering how to improve both the efficiency and …Continue Reading MassDOT Innovation & Tech Transfer Exchange: March 8-9
Baker-Polito Administration Launches Complete Streets Funding Program posted on Feb 1
The Baker-Polito Administration and Massachusetts Department of Transportation today announced a $12.5 million Complete Streets Funding Program and online program portal in an effort to encourage cities and towns in the Commonwealth to design and construct projects to make street networks safer and more efficient …Continue Reading Baker-Polito Administration Launches Complete Streets Funding Program