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FMCSA Customer Service Dashboard - October 2015

Monthly Dashboard - October 2015
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Phone Volume: 37,222Email Volume: 2,695Fax Volume: 8,179Print Mail Volume: 4,686​Chat Volume: 1,316
Average Wait Time (Minutes): 10.15Average Resolution Time (Hours): 21.55Average Resolution Time (Hours): 26.83Average Processing Time (Hours): 15.40Average Wait Time (Minutes): 0.0

Note: Mid-day (especially Tuesday - Wednesday) has the highest call volume and is the busiest time for the Contact Center. Wait times and processing times can be much longer during these periods.

Customer Service Volume and Resolution Time

The FMCSA Contact Center serves customers via phone, electronic (email, web form, chat), fax and print mail. The Office of Registration and Safety Information’s mission is to provide the best registration and operating authority customer service possible to the CMV industry and to external and internal partners, with a focus that raises the bar for entry into the motor carrier industry. The contact center not only provides customers with information on how to register or update their registration with FMCSA, but the staff also process forms, generate and mail official notifications, and maintain a customer information portal. Each month, MC-RS receives a total of 55,000 to 75,000 requests, about 2/3 of which are phone calls, from the motor carrier industry and related groups. This page provides data on the volume and timeliness of customer service activities by contact method.In addition to calling the contact center, customers can submit questions via web form or chat, or view FAQs at this site.

Last updated: Thursday, February 11, 2016