Data for the National 800 Number Network

Last updated on May 21, 2012

Download this dataset

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

  • Average Speed to Answer: CSV | XLS
  • Call Volume, and Average Busy Rate: CSV | XLS

Background

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.  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.

Over the years, we have consistently introduced new telephone technology, which has allowed customer service to improve on a steady basis. We met or exceeded 800 number performance goals for nearly every year since the inception of the 800 number in 1986. We will continue to strive to improve service.  However, in the future, declining staff due to agency budget resource limitations may impact our performance.

Index:

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.  Each year, the N8NN handles over 60 million inquiries regarding current and future benefits, via  agents or automated service applications.  We answer the calls in 33 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: http://www.socialsecurity.gov/pgm/services.htm.

Dataset Descriptions

Average Speed to Answer

This data file provides information at the national level by month for federal fiscal years 2009, 2010, and 2011 for average speed to answer calls to the National 800 Number Network.

Call Volume and Average Busy Rate

This data file provides information at the national level by month for federal fiscal years 2009, 2010, and 2011 for volume of calls and the average busy rate for calls to the National 800 Number Network.

Data Collection Descriptions

Average Speed to Answer:

Our software routing vendor provides the data.

Call Volume and Average Busy Rate:

Our software routing vendor provides the data.

Data Dictionaries

Average Speed to Answer:

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

Field B: Month, calendar month

Field C: Average speed to answer in seconds.  We divide the total time in seconds that calls spend in queue by the number of calls answered by agents.  We do not include calls abandoned in queue.

Call Volume and Average Busy Rate:

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.