Call Center making most of game-changing call-back feature

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The Colorado Division of Motor Vehicles continues to improve the flexibility of its services with online additions, expanded kiosk options and more, but one upgrade could be a low-key game changer for customer service.

 The same day the DMV released the new Iconic Credential, the Driver Control Call Center quietly implemented a new call-back feature, which allows customers to request a call back from Staff instead of waiting on hold.

“With the call-back feature in place, customers calling the DMV will select the call-back feature when the regular queue is full,” said Carina O., a Driver Control Operations Coordinator. “The call-back option gives the customer a message that no agents can assist them because the queue threshold is at capacity, but they may select a call-back instead. We are beginning to see an increase in customer adoption and have dedicated two agents daily to the callback queue.”

From the feature’s debut on Feb. 28 through March 4 – its first week of operation – the Team performed 484 callbacks. The number was up to 744 call-backs the next week and the Team believes that trend will continue, said Driver Control Operations Manager Scott S.

Caina said Team Members’ reaction to the service is comparable to Coloradans’ reaction – it’s much appreciated.

“The staff like it because it allows agents to experience the new technologies and gives them a sense of ownership in implementing the feature,” Carina said.

“It provides diversity to the daily workload and performance.”

Call Center Managers also added that Coloradans have been appreciative of the DMV’s effort. “Customers are surprisingly happy to receive a callback shortly after selecting the option,” she said.

For her part, Carina is excited to help provide a new way to serve customers.

“We are all excited to provide the new service to Coloradans and highlight the care and concern that the DMV has to provide excellent customer service,” Carina said.

Scott echoed Carina’s sentiments and said this feature is a “game changer.”

“Callers are no longer required to wait on hold and may go about their lives until one of our agents is ready to serve them,” Scott said. “We continue to modernize our call center’s technologies that will continue to be a game-changer for years to come.”

The DMV can offer this new feature thanks to Amazon Connect, which provides the platform to implement these changes and serve Coloradans.

 Amazon Connect is a suite of services and offers a cloud-based call center software called Amazon Web Service where managers have direct control over their call center queues. 

“This control allows agents to work remotely long-term and be moved between queues in a matter of seconds based on customer demand,” Scott said. “On May 13, 2020, the Driver License Section implemented a pilot of Amazon Connect for the Driver License Appointment Line and demonstrated the new technology’s success and flexibility – including the implementation of a new, optional call-back feature.”

All remaining Colorado DMV call centers implemented Amazon Connect on Dec. 7, 2021, he said.

Looking forward, the DMV is also developing a website ChatBot.

“We continue to modernize our call center’s technologies that will continue to be a game-changer for years to come,” Scott said.