Social Security Call Wait Times Still High Despite Commissioner’s Claim of Improvement
In July, Social Security Commissioner Frank Bisignano announced a significant reduction in average wait times for callers to speak with an agent, claiming a single-digit wait time from previously reported 40 minutes. However, experts question the accuracy of this statistic, arguing that it doesn’t fully represent the reality of callers’ experiences.
The metric used to calculate the average speed of answer takes into account the time a person waits on hold before choosing a callback option, in addition to those who wait to speak directly to an agent. Approximately 74% of calls handled by agents are through callbacks, making the figure potentially misleading.
While the average speed of answer was reported as 7.5 minutes in July, the average hold time for callers was actually 22 minutes, and the average wait time for a callback was 59 minutes. Compared to April, these figures represent a significant improvement; the average hold time was previously 77 minutes, and the average callback time exceeded two hours.
Recent attempts to contact Social Security’s national 800 number by CNN revealed inconsistent wait times. Upon opening at 8am, the stated hold time was only 3 minutes, but throughout the day, wait times ranged from 40 minutes to 90 minutes.
The surge in call volume can be attributed to two main factors: a law passed by Congress that increased Social Security benefits for nearly 3 million public sector workers, and an agencywide overhaul initiated by Elon Musk’s Department of Government Efficiency, which has raised concerns among beneficiaries.
Since taking office in April, the agency no longer provides real-time information on wait times on its website. The average speed of answer and other customer service metrics have been removed from the site, with Commissioner Bisignano stating his intention to not discourage people from calling.
A survey conducted by Senator Elizabeth Warren’s office in June reported an average wait time of 102 minutes, with many calls being disconnected while on hold. Warren has since asked the agency’s inspector general to investigate telephone and in-person wait times, as well as other key metrics.
Individual experiences highlight the frustration faced by callers attempting to reach Social Security over the phone. Scott Davis of Bangor, Maine, spent over six hours trying to set up an appointment after filing for retirement benefits online. Despite multiple attempts, he was unable to speak with a representative and ultimately visited his local field office in person.
Social Security has been criticized for its customer service over the national 800 number, which receives tens of millions of calls annually. Even the agency’s acting commissioner acknowledged earlier this year that “we suck on the telephone.” Commissioner Bisignano aims to improve phone operations by utilizing more technology, including artificial intelligence, and encouraging more Americans to use Social Security’s online site.
To alleviate long wait times, the agency increased its call center workforce by 25%, shifting field office workers to the phone lines. This move led to a “dramatic improvement in wait times” in July, according to the agency, with over 400,000 additional customers assisted compared to the previous month.
Despite these efforts, the increased staffing has not been enough to help all callers, especially given Social Security’s current staffing levels and the increasing number of people reaching retirement age. Union officials report that thousands of employees have left the agency this year amid reorganization, leaving it with approximately 52,000 workers. This staff reduction has made it challenging for remaining employees to handle their workloads effectively.