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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.

The SecurityStat process

  • Set a strategic goal.

    Answer calls within an average of 12 minutes by the end of fiscal year 2025 while increasing the percentage of calls answered.

  • Drive leading actions.

    • Lower the number of calls to the 800 number by:
      • Making recorded messages clearer so fewer people need to talk to a representative.
      • Solving problems in 1 call so people don't need to call back.
    • Survey teleservice center managers for ideas and collaborate with leadership to meet goals.

  • Track Key Performance Indicators (KPIs) over time.

    • Average speed of answer
    • Percentage of callers that reach a representative

Average speed of answer

Monthly trend

This chart shows the average number of minutes customers waited to reach a representative for each of the most recent 24 months. The average speed of answer does not include dropped calls and busy signals. To improve performance, we switched to a new telephone system platform in August 2024.  Moreover, while we hired agents since fiscal year 2023, it takes time for new agents to learn the full scope of their job.  Improving the time it takes a representative to answer the phone on our national 800 phone number is also an Agency Priority Goal. View our action plan and quarterly updates at performance.gov. 

Percentage of callers that reach a representative

Monthly trend

This chart shows the percentage of callers that reach a representative, also known as the “answer rate,” for each of the most recent 24 months.  Callers might not reach a representative because of technical difficulties on our end, or they might hang up due to long wait times.  Telephone agent attrition and hiring challenges also impact agent productivity.

Last updated on November 4, 2024