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800 number performance

We typically get 80 million calls each year to our national 800 phone number. People call for help with all types of Social Security benefits and services, like updating their personal record and requesting a new card.

Performance at a glance

Fiscal year to date (through last completed month)

Current wait times and call volume

  • Current calls in queue

    Live Data

    0

  • Current call back volume

    Live Data

    0

The National 800 number is available weekdays between 8am and 7pm, local time. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month.

You can use our online services to apply for benefits, check the status of your claim or appeal, request a replacement Social Security card (in many areas), get an instant benefit verification letter, and much more. Learn more and create your account today.

Service performance, fiscal year to date (through last completed month)

  • Combined average hold time (includes time when calling and connection time after customer answers a call back)

    21.2
    minutes
    View trend

  • Answer rate

    46.6
    %
    View trend

Total customers served trend

By fiscal year and monthly

Remote Media URL

This chart shows the number of callers successfully served by either a representative or our automated phone system, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Average daily call volume trend

By fiscal year and monthly

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This chart shows the average number of daily calls received and total calls received, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Average call wait time trend

By fiscal year and monthly

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This chart shows the average amount of time a caller waited on hold to speak to a representative in English, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Average callback time trend

By fiscal year and monthly

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This chart shows the average amount of time a caller waited to receive a callback from a representative, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Combined average hold time trend

By fiscal year and monthly

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This chart shows the average number of minutes customers waited to reach a representative by fiscal year and month. The current fiscal year data includes results through the last completed month. The average speed of answer does not include dropped calls and busy signals. Improving the time it takes a representative to answer the phone on our national 800 number is an Agency Priority Goal.

Percentage of callers that reach a representative trend

By fiscal year and monthly

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This chart shows the percentage of callers that reach a representative, also known as the “answer rate,” by fiscal year and month. The current fiscal year data includes results through the last completed month.

Average service time trend

By fiscal year and monthly

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This chart shows the average number of minutes it takes for a representative to speak with a caller and complete any required work following the call, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Agent busy rate trend

By fiscal year and monthly

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This chart shows the percentage of callers that heard a prerecorded disconnect message when trying to reach a representative, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Percentage of calls handled by callback trend

By fiscal year and monthly

Remote Media URL

Callers have the option of requesting a callback instead of waiting on hold to speak with a representative. This chart shows the percentage of calls handled using this callback option, by fiscal year and month. The current fiscal year data includes results through the last completed month.

Last updated on March 31, 2025