Can Call Center Software Salvage the Reputation of the DMV?


There aren’t many opinions that garner a universal consensus in this country today. But when it comes to the Department of Motor Vehicles, just about anyone you ask over the age of 16 will have a bad experience they’d be more than willing to share with you. Between the long lines, complex regulations and seemingly disengaged employees, it should come as little surprise that people dread the day their license renewals arrive in the mail.

call center software could solve DMV wait timesNot only is a poorly functioning governmental agency a detriment to public opinion, but inefficient service can lead to unnecessary expenses. The good news is that call center software can provide DMV offices an opportunity to salvage their reputations while improving efficiency simultaneously.

A 2014 DMV satisfaction survey was conducted across the country to determine how to improve the public service. The results backed up the case for making a stronger investment in contact center solutions. Ohio ranked highest in the country for customer satisfaction. The state’s best ranking category was its online DMV services. Illinois came in a close second place on the strength of its telephone customer service.

What can be learned from the survey? If DMV offices can provide better support online or over the phone, reducing the need to go to the physical location, customer satisfaction will most likely increase.

How can underperforming branches make improvements to their services?

Leverage cutting-edge interactive voice response (IVR) and self-service solutions.

Waiting on hold, being transferred from agent to agent, or being transferred to the wrong department can be as frustrating as waiting in a long line. In order to ensure that your inquiry makes its way to the employee best suited to field your call, modernize IVR and ITR services to make calls to the DMV as painless as possible.

Implement mobile self-service solutions to reduce wait times and free up live agents for more complex inquiries.

The present system for getting service at the DMV requires you to wait in line to take a number that will be called when an employee is ready to assist you. Unfortunately, your wait could be two minutes or two hours. As a result, you’ll be stuck sitting in the crowded office until your moment comes. By introducing mobile self-service solutions, DMV offices can leverage digital channels such as SMS. Customers can elect to receive an automated text notification that alerts them to their place in line and allows them to skip the wait.

This could reduce congestion, improve the flow of work and provide individuals with a long wait time a chance to head down the street and grab a cup of coffee instead of sitting around getting frustrated.

But, sometimes customers reach a roadblock where they can’t do something on their own and need help from a live agent—so, they call the DMV. Unfortunately, in many cases customers are bounced around, routed to the wrong department, and have to endure extended hold times. A robust IVR system ensures that customers reach the right department and staff member on the first try. But, even with the best planning and forecasting, DMV contact centers will experience call volume peaks, and agents are not readily available to help customers. Virtual hold technology reduces inbound bottlenecks and customer frustration by giving customers the option to receive a return call without losing their place

Government agencies are all tasked with working for the good of their constituents. By integrating the same software used by businesses to improve customer service, agencies like the DMV offices across the country can begin to improve their reputations.