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.
Did you find this Information helpful?
Tags: equity, General Information
See CommentsAbout the Author
Comments
Leave a Comment
Please review our Comment Policy before leaving a comment. For your safety, please do not post Personally Identifiable Information (such as your Social Security Number, address, phone number, email address, bank account number, or birthdate) on our blog.
Jill
I’m not sure in what alternate reality people are waiting 25 minutes on hold. I’ve called 5 times in the past couple months & *always* waited two plus hours.
Tyler N.
Amazing post. In the event that you are unable to access your website, I would like to direct your attention to an article that can be found at Slope.ball of red color/a> Read through this website in order to acquire this data.
Jody C.
I am on hold for 3 HOURS.
I do not think there was a get a call back from them option.
Jim
There have been several recorded announcements during my three hour hold. It would be helpful if one of the recordings gave information about whether to continue to hold. For example, “Don’t hold beyond 7pm Eastern Time.” if that’s the case. It’s gotten to the point (at the three hour mark that I’m thinking my call is in a non-monitered, never-ending loop. Should I continue holding?
Tiffany
11/20/2024 – I have been holding 2 hours and 17 minutes waiting for a representative to pickup the phone. There is no way you have an average wait time of 13 minutes.
Kathy
I used the call back feature. It only rang once. I couldn’t answer the call. They left a message, but couldn’t call the number back.
Tim
Many times 2 way communications are best but now you are not providing in-office appointments! Please stop think you’re doing good by putting unclear and conflicting information online. Please reinstate in-person sign up so problems and be solved on the spot.
Oliver
I’m currently on the phone line and have been waiting for 2 hours and 20 minutes and 10,11,12, 13 seconds…. I feel like I can’t hang up now because what if in two more seconds they pick up the phone!? This is kinda absurd…
Ruchama
I’m currently on the phone line and have been waiting for 1 hour and 55 minutes …. I feel like I can’t hang up now because what if in two more seconds they pick up the phone!? This is kinda absurd… I thought the estimated time is 13 minutes???
Trina
I’ve been holding 2 hours 45 minutes plus. They close in 13 minutes.
Laurs
Waited five hours today and haven’t had it picked up yet. It’s now past 7pm local time so I’m assuming it’s closed and I won’t get an answer.
Michelle
I called the 800 number at 3:30 pm and didn’t get someone on the line till 7:30 pm. First hold time was two hours. The second time was over two hours and after closing time but someone finally answered at 7:30 pm.
Perincheri
Wait time should not be more than 3 minutes .