Post Content

RMV New PhoneNumber, August 1, 2012The MassDOT Registry of Motor Vehicles new ‘virtual hold’ service is a huge success for RMV customers, saving callers an estimated total of 1.8 million minutes since beginning on January 27. Virtual hold and the accompanying voice command menu allows customers contacting the call center at 857-DOT-8000 to conduct RMV business in their own words.

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. When the service debuted at the call center on Monday, January 27, 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.

In addition to calling 857-DOT-8000, RMV customers are encouraged to perform their transactions online anytime at


Written By:

Recent Posts

North Side Commuter Rail Schedule Implementation Postponed posted on Nov 25

North Side Commuter Rail Schedule Implementation Postponed

  MassDOT and the MBTA announced the recently revised North Side Commuter Rail schedules will not be implemented until spring 2016. The revision of Commuter Rail schedules is a critical element of MassDOT and the MBTA’s efforts to deliver safe, reliable, on-time service to Commuter   …Continue Reading North Side Commuter Rail Schedule Implementation Postponed

Travel Safely for Thanksgiving! posted on Nov 24

Travel Safely for Thanksgiving!

MassDOT encourages Thanksgiving holiday travelers to plan ahead with high traffic volume on our highways and at Boston Logan International Airport expected again this year. Highways are typically busiest on the Tuesday and Wednesday before and on the Sunday after the holiday.  Heavy traffic congestion   …Continue Reading Travel Safely for Thanksgiving!

Springfield: I-91 Viaduct Project Public Meeting Set posted on Nov 23

Springfield: I-91 Viaduct Project Public Meeting Set

MassDOT has scheduled a Public Information Meeting for the I-91 Viaduct Rehabilitation Project as follows: Tuesday, December 8, 6:30 PM to 8:30 PM, Basketball Hall of Fame, Theater, 1000 Hall of Fame Avenue, Springfield Please join MassDOT for an update on the major construction and   …Continue Reading Springfield: I-91 Viaduct Project Public Meeting Set