Improve the customer experience by reducing the wait time¹ to answer the phone on the National 800 Number.
- By September 30, 2025, achieve an average speed of answer of 12 minutes² including implementation of estimated wait time and call back options.³
¹Wait time is measured by the average speed of answer (ASA), which is measured from the time the call enters the queue until the call is answered by an agent. It does not include time spent in self-service.
²SSA will continue to evaluate this aspirational goal as the agency gains experience with a new phone system and monitors the impact of a current FY 2024 hiring freeze on the number of phone agents.
³This target is also a budgeted workload measure.