DMV Unveils New Call-Back Option

Contact: Mike Marando, Armando Botello, Jan Mendoza, Jaime Garza
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www.DMV.ca.gov

Office of Public Affairs
2415 First Avenue
Sacramento, CA 95814
(916) 657-6437





FOR IMMEDIATE RELEASE
June 27, 2011

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Don't want to wait on hold? DMV will call you back

Sacramento– 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.

“This new system is a win-win for our customers and the department,” said DMV Director George Valverde.  “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.”

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.

Virtual Hold is the latest in a series of new services launched by the DMV for customers. Earlier this year, the department launched Appointment Notify, where customers will receive a call three days prior to a scheduled appointment.  In April, 25 new Self-Service Terminals designed to get vehicle registration stickers and cards into customers’ hands in a few minutes or less; and, in March, DMV launched DMV Now, its second smart phone app which allows customers to find a local office with its actual wait time and provide turn-by-turn directions based on the GPS location, take sample written driving tests, access a large library of DMV driver education videos and access other important DMV alerts.

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Don’t Stand In Line, Go Online! Doing business with the DMV has never been easier. The DMV offers an array of services to customers 24 hours a day, 7 days a week through its Web site (www.dmv.ca.gov), 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.

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