The 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 www.MassRMV.com.
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