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: Fitchburg Line Weekend Service Suspension posted on Mar 27

MBTA: Fitchburg Line Weekend Service Suspension

The MBTA has issued a Service Alert:  No Weekend Service on the commuter rail Fitchburg Main Line for the period from April 25th, 2015 through November 22nd, 2015. The suspension of weekend service will allow construction of major improvements on the Fitchburg Main Line to   …Continue Reading MBTA: Fitchburg Line Weekend Service Suspension

Employers Honored for Excellence in Commuter Options posted on Mar 26

Employers Honored for Excellence in Commuter Options

The efforts of more than 170 Massachusetts businesses, colleges, and universities, who promote active, healthy, and sustainable commute options, were celebrated today for helping Massachusetts to reduce traffic congestion, to promote healthy lifestyles, and benefit the environment. The Massachusetts Excellence in Commuter Options (ECO) Awards   …Continue Reading Employers Honored for Excellence in Commuter Options

Longfellow Bridge: “Salt and Pepper” Towers Work posted on Mar 26

Longfellow Bridge: “Salt and Pepper” Towers Work

MassDOT on Saturday, March 28 will begin preparing to dismantle the downstream “salt and pepper” towers as part of the Longfellow Bridge Restoration Project. MassDOT’s contractor, White-Skanska-Consigli JV (WSC), coordinated with the cities of Cambridge and Boston as well as the MBTA to begin dismantling   …Continue Reading Longfellow Bridge: “Salt and Pepper” Towers Work