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

Fairhaven Bike Train Program Recognized posted on Dec 18

Fairhaven Bike Train Program Recognized

The Town of Fairhaven was recognized alongside the Massachusetts Safe Routes to School (SRTS) Program by Cape Cod’s NPR station, WCAI, for their bike train program. A bike train is a fun way for elementary and middle school students to get to school while being   …Continue Reading Fairhaven Bike Train Program Recognized

South Station Expansion: DEIR Comment Period Through December 24 posted on Dec 17

South Station Expansion: DEIR Comment Period Through December 24

Posted by:  Matthew Ciborowski, South Station Project Manager, MassDOT Office of Transportation Planning I was pleased to meet with more than 60 people who participated in an Open House and Hearing on the Draft Environmental Impact Report (DEIR) for the South Station Expansion project on   …Continue Reading South Station Expansion: DEIR Comment Period Through December 24

“License to Learn” at RMV Supports Early Education posted on Dec 16

“License to Learn” at RMV Supports Early Education

The Patrick Administration today turned MassDOT’s Registry of Motor Vehicles Boston location into a “Brain Building Zone” to promote the power of engaging parent-child interactions in building children’s literacy through everyday moments. The RMV, Department of Early Education and Care (EEC), and United Way of   …Continue Reading “License to Learn” at RMV Supports Early Education