Social Security recently released statistics on wait times for service on its national toll free number and the statistics show that the average customer waited about 20 minutes before a Social Security representative could assist the customer.
Over the years wait times have increased for service on the toll free number so this news is not unexpected, but it should be noted that about half of customers actually waited more than 20 minutes for service. Considering the only way many customers could contact SSA was via phone so far in 2021, due to the COVID-19 pandemic, it is understandable wait times would increase along with the increased number of calls representatives have been faced with. Below is a program description of the toll free number service options. To look at more data regarding telephone wait times click here.
The Social Security Administration’s National 800 Number Network provides toll-free telephone service to members of the public residing in the continental United States, as well as Guam, Puerto Rico, the American Virgin Islands, American Samoa, and the Northern Mariana Islands. We answer the calls in Teleservice Centers (TSCs) and Processing Centers (PCs) located nationwide. The National 800 Number Network provides agent service five days a week from 7AM to 7PM in the caller’s time zone. 24-hour automated services are available 365 per days a year. Normally, call volumes are at their highest levels during the first week of the month and at check delivery times.
The agents who answer calls include Teleservice Representatives in the TSCs, Customer Service Representatives in Central Operations, and Technical Service Technicians and Benefit Authorizers who answer calls in the PC locations. All agents receive extensive training in the various programmatic areas administered by SSA including Retirement, Survivor, Disability, and Medicare benefits and Supplemental Security Income payments. The types of inquires handled range from the status of Social Security Cards applied for through the Enumeration at Birth program to questions about potential eligibility and filing claims for retirement benefits.
