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.
I-495 Highway Safety Program Announced posted on Nov 20
MassDOT and the Massachusetts State Police announced the establishment of a new Highway Safety Corridor Program for I-495 through the towns of Chelmsford, Westford, Littleton, Boxborough, Bolton, and Berlin. The program posts public safety signs that read, “Highway Safety Corridor / Laws Strictly Enforced” at …Continue Reading I-495 Highway Safety Program Announced
Robin Chase Appointed to MassDOT Board posted on Nov 19
Governor Deval Patrick today appointed Robin Chase to the Massachusetts Department of Transportation (MassDOT) Board of Directors. Chase is the founder and former CEO of Zipcar, the largest car-sharing company in the world, Buzzcar, a car-sharing marketplace in France and GoLoco, an online ridesharing community. …Continue Reading Robin Chase Appointed to MassDOT Board
McGrath Boulevard Project Working Group Meeting posted on Nov 18
MassDOT has assembled a working group for the McGrath Boulevard Project including residents, business owners and other local stakeholders. The purpose of the working group is to inform and advise MassDOT on important community issues affecting the development of a design for the McGrath Boulevard …Continue Reading McGrath Boulevard Project Working Group Meeting