Customers calling into the Calif. Department of Motor Vehicles will now be offered the option of receiving a call back rather than wait for the next available customer agent, the department announced today. The system is set to offer this option when the average wait time exceeds 5 minutes.
DMV handles approximately 6.5 million calls annually at its telephone customer service centers. This service, provided by Virtual Hold Technology, LLC, is part of the DMV’s overall contract that supplies the customer service telephone lines.
DMV customer service technicians handle 125 to 150 customer calls per day; Average length of a customer call: 5 to 10 minutes; Annual transactions performed via telephone: 17 to 19 million
“This new system is a win-win for our customers and the department."
“Our customers will not have to waste any of their valuable time waiting on hold and our Customer Service Agents are able to answer more calls at a higher level of service.”
George Valverde, Director, California Department of Motor Vehicles
Don’t Stand In Line, Go Online! Doing business with the California Department of Motor Vehicles has never been easier. The DMV offers an array of services to customers 24 hours a day, 7 days a week through its Website including online appointments for written and drive tests; vehicle registration and driver license renewals, selection of personalized license plates, changes of address and payment of fees via secure debit transactions. Customers can also effect transactions by calling DMV customer service at (800) 777-0133.
DMV is a department under the Business, Transportation and Housing Agency. The DMV licenses drivers; maintains driving records; registers and tracks official ownership of vehicles and vessels; investigates auto and identity-related fraud; and licenses car dealers, driving schools, and traffic violator schools.
27th June 2011
DMV Public Affairs
Mike Marando, Armando Botello, Jan Mendoza, Jaime Garza
(916) 657-6437
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