Social Security Administration 800 Number Network

Call Volume and Agent Busy Rate

Last updated on November 23, 2016

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This dataset contains fiscal year data and is currently available in the following formats:

  • Call Volume, and Agent Busy Rate: CSV | XLSX


We are providing data about our performance in serving the public using SSA’s national 800 number telephone system.  This service is a popular way for millions of people to ask questions and conduct business with us. In fact, on June 10, 2014, we answered our one billionth call.  We use several measures to monitor our performance and the public can use the information about our performance to understand the service they are likely to receive.  They can also use it to decide the best time to call us.


Agency Program Description

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 29 Teleservice Centers (TSCs) located nation-wide, including a site in Hawaii, two locations in the Office of Central Operations (OCO) in Baltimore, MD and Wilkes Barre, PA; and in the six Program Service Centers (PSCs) located around the country. 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 OCO and Technical Service Technicians and Benefit Authorizers who answer calls in the PSC 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.

For a complete list of services on the National 800 Number Network and other information about our national telephone service, go to:

Dataset Descriptions

This data file provides information at the national level by month for federal fiscal years 2009 onward for volume of calls and the agent busy rate for calls to the National 800 Number Network.

Maintaining adequate staffing and the ability to replace losses is the largest factor affecting National 800 Number performance.  In 2014, we received funding to begin recovery efforts and replaced many of the National 800 Number agents we lost from FY 2011 – FY 2013.  With the new hires on board, we have reduced busy rates from 21% to 0% and wait times from nearly 16 minutes to under 5 minutes from October 2014 to April 2015.

Data Collection Descriptions

Our software routing vendor provides the data.

Data Dictionaries

Field A: Fiscal Year, a 12-month period from October through September.

Field B: Month, calendar month.

Field C: Number of calls offered to agents.

Field D: Number of busy calls.

Field E: Average percent of busy calls - The number of calls offered to agents that received a busy message divided by the total number of calls offered to agents, reported as a percentage.