Social Security Is Improving Our National 800 Number and Reducing Call Wait Times
Reading Time: 2 MinutesLast Updated: November 18, 2024
Social Security launched a national 800 number in October 1988. Today, our agents answer more than 28 million phone calls a year. Our new telephone platform makes it even easier to connect with us.
Why use our 800 number?
For more than 35 years, our toll-free number has been an easy way to contact Social Security without the need to travel to a local office. Our national 800 number – 1-800-772-1213 – allows you to access information and services with just a phone call, saving you time and money. It is especially helpful if you live in a rural or remote area, have limited mobility or transportation issues, or juggle a busy schedule.
For many people, the fastest and most convenient way to conduct business with us is online at www.ssa.gov. If you cannot or prefer not to use our online services, our enhanced telephone system offers new features that allow us to better serve you – whether you’re calling to update your personal record, check on the status of an application or appeal, or request a replacement Social Security card.
Our improved Call Back Assist feature saves your place in line without you having to wait on hold to speak with a representative. That means you can go about your day until a representative returns your call.
Our 800 number offers services in English and Spanish and interpreters in more than 200 languages and dialects. Our free interpreter services ensure most callers can access information and services in the language they prefer.
We also continue to offer teletypewriter (TTY) services for people who are deaf, hard-of-hearing, or have difficulty using a traditional phone.
Wait times on our national 800 number are longer than we would like, mainly because of hiring and staffing challenges. We’re worked hard to reduce wait times and have cut the average wait nearly in half – from 24 to 13 minutes. We’re putting into place new technology and business practices so we can shorten wait times even more and improve the customer experience. By the end of fiscal year 2025, our goal is to answer our 800 number calls within an average of 12 minutes.
Reducing call wait times is one of Commissioner Martin O’Malley’s top priorities, and he’s committed to providing the public with prompt and reliable service. Our new phone platform is a major step forward. To learn more about our efforts, visit our 800 number performance webpage.
When can you call Social Security?
To speak with a Social Security representative, please call 1-800-772-1213, Monday through Friday, 8:00 a.m. to 7:00 p.m. The best times to call are early in the morning, later in the week, and later in the month when wait times tend to be shorter.
Our automated telephone services are available 24 hours a day and do not require you to wait to speak with a representative. You can request the status of a claim, a benefit verification letter, an SSA-1099 tax summary, and more. You can also listen to informational messages about a variety of topics.
Please let others know about improvements to our national 800 number and share on social media.
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John S.
Wait times to do anything in a SS office are way too high. Visiting an office keeps you standing in long lines for more than one hour outside the office (Bellevue, WA), rain or shine, old or young. And leaving a phone message, as instructed by mail, in a given extension provides no return calls. This amounts to a third-world treatment for the elderly.
B. S.
You stated calling from 8am to 7pm but did not indicate a time zone.
Kathleen M.
I’m laughing so hard I can’t catch my breath!!!! The line about cutting the average wait time from 24 minutes to 13 minutes. Have I ever had SS answer in less then 3 hours? Has anyone? So now we’ll get shuffled off into a bigger menu, but if we want to actually speak to a real, live, human customer service rep…………….don’t hold your breath. Not even in the callback que.
Ah, O’Malley, you’ll face your dear mother some day, you feckin idjit!
Miranda S.
I called at 8:28 am and the automated system said I can wait 50 minutes for a representative or leave a number for a call back and I’ll not lose my spot in order of calls received. It’s 6 pm at night and that’s way longer than 50 minutes. This is utterly disgusting to wait all day for a simple phone call.
Gloria
Should be “we’ve worked hard…” in paragraph 6. Otherwise, good info.
Laura W.
Love the Call Back Assist feature so we’re not stuck on hold during OUR biz day! Great recommendation!
Joey
I had a bad experience when I initially filed for my SS. I then went into the office and they told me because I filed online they couldn’t speak with me in person. I just sat there and demanded to speak with a supervisor. Only then did the wheels turned. Government works, but they must place the right people in the right places. Customer service takes a special skill set and every company misses that point.
Laura W.
The article should tell us if this new Nat’l phone number is also the # to call – to make an “in person” appt. with a SS rep.
Kudos, though, for making the call wait time shorter! I’ll ck. it out as I need to make an appt. as we speak, & trying not to hold AND be transferred around when I call (as it sounds like I will have to call during MY biz hrs. since the 2 sets of biz. hrs. coincide)! 🙁
Thank you for considering putting the above rep. info. in the next article on this subject.
marla
I called three times during week of Nov 10th to 14th. each time the wait to speak was over 120 minutes. I’m unable to use the call back function so each time I waited as ling as I could for the Agent. I was connected during my 3rd attempt, after 2 hours and 39 minutes. I believe they work as quickly as possible but there are simply far too few agents
Veronica D.
I called SSA’s 800# on 11/5/24 & waited 2 hrs on hold. Later same day called again & waited 30 min on hold. Finally spoke with someone who told me I had to have an appt to file for surviving spouse benefits. 1st appt is 8 weeks away. On 11/7/24 I went to the local SSA ofc & waited an hour. Finally got to talk to someone & told I can’t apply in person. She scanned my documents but wouldn’t let me apply. Said I have to wait for the phone appt which isn’t until Dec 31 at 2:03 pm. So much for customer service. So much for trying to get benefits started in January 2025.