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

Baker-Polito Administration, Federal & Local Officials Celebrate Improvements at Springfield’s Union Station posted on Jan 24

Baker-Polito Administration, Federal & Local Officials Celebrate Improvements at Springfield’s Union Station

Governor Charlie Baker, Congressman Richard Neal, Springfield Mayor Domenic Sarno, MassDOT officials, legislators and other local officials today celebrated recently-completed improvements at Springfield’s Historic Union Station to Platform C. The $10 million project built a fully ADA-accessible 328-foot long high-level platform accessing two tracks, and   …Continue Reading Baker-Polito Administration, Federal & Local Officials Celebrate Improvements at Springfield’s Union Station

Baker-Polito Administration Files for $200 Million in Chapter 90 Local Transportation Funding posted on Jan 24

Baker-Polito Administration Files for $200 Million in Chapter 90 Local Transportation Funding

The Baker-Polito Administration today filed an “An Act Financing Improvements to Municipal Roads and Bridges,” which seeks $200 million in Chapter 90 funds to support local transportation infrastructure projects in all 351 cities and towns in Massachusetts. Lt. Governor Karyn Polito made the announcement at   …Continue Reading Baker-Polito Administration Files for $200 Million in Chapter 90 Local Transportation Funding

MassDOT, MAPFRE Insurance: Tips for Night Time Driving posted on Jan 21

MassDOT, MAPFRE Insurance: Tips for Night Time Driving

Winter driving is not only challenging due to icy and snowy conditions. It is also dark for more hours of the day than it is light. With up to nearly 15 hours per day in darkness, it’s dark during part of the morning and evening   …Continue Reading MassDOT, MAPFRE Insurance: Tips for Night Time Driving