800 number performance

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.

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.

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.

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.

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.

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.

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.

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.

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.

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