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.
Casey Arborway Project Public Meeting Set posted on Jun 24
MassDOT has scheduled a fourth Casey Arborway Project Construction Update Meeting as follows: Wednesday, June 29, 6:30-8:30 PM, Boston English High School Auditorium 144 McBride Street, Jamaica Plain The purpose of this meeting will be to provide the community with an update on the progress …Continue Reading Casey Arborway Project Public Meeting Set
Milestone Nears: Longfellow Bridge “Salt and Pepper” Towers Restoration posted on Jun 23
MassDOT announced that the restoration of the iconic “salt and pepper” towers of the historic Longfellow Bridge will be complete in late July. The downstream towers have been replaced on the bridge, and barges are transporting the last stones for installation on them. The capstones …Continue Reading Milestone Nears: Longfellow Bridge “Salt and Pepper” Towers Restoration
New Tunnels Gantry Infrastructure to be Installed posted on Jun 22
MassDOT has announced that new infrastructure for two vertical gantry supports on the East Boston sides of the Sumner and Callahan Tunnels will begin to be installed late tonight, June 22. Installation work will continue during off-peak hours during the next several days with gantries …Continue Reading New Tunnels Gantry Infrastructure to be Installed