RMV training creating long call times for customers - Western Mass News - WGGB/WSHM


RMV training creating long call times for customers

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RMV call times becoming increasing and that long wait is leaving many customers frustrated.

Western Mass News uncovered just how long it takes to get a hold of someone at the RMV over the phone after one of our own employees was on-hold for more than two and a half hours.

The RMV told us our Western Mass News employee that they have a new contact center system they are currently implementing and they are warning customers they may experience long wait times as the process continues. 

The agency also posted to their Twitter page about the new system earlier this month.

"I think my experience went rather well," said John Evelyn of Feeding Hills.

It was an easy day of business for Evelyn, who paid a visit to the RMV in Springfield.

Evelyn said that he hit long lines, but things moved rather smoothly.

"They put me in the right line.  The line was long, which I kind of thought it would be, but the people at the counter knew they what they were doing.  They moved you right a long," Evelyn added.

That was also the same experience for Rose Walsh.

"It was really good - very, very efficient.  It ran really well.  Usually, you have to wait so long, but it was good," Walsh said.

However, the same thing could not be said for hundreds of customers trying to access the RMV through the telephone.

Two hours and 30 minutes and counting - that was how long one Western Mass News employee was on-hold with the RMV just Thursday.  

We asked the question why and learning that a new system is being worked out.
Customers took to social media expressing their frustration over waiting hours to speak with a representative on the phone.


The posts continue on with some people waiting up to two hours.

Western Mass News decided to investigate.

In a statement. the RMV said that they implemented new tools to their call center and "in order to implement this new tool, the RMV needed to train contact center staff, which impacted the number of service representatives taking calls."
The RMV said that the majority of that staff training was finished this week and they look forward to providing better service to customers.

Copyright 2016 Western Mass News (Meredith Corporation).  All rights reserved.

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