Dec 8, 2015

Field Office Telephone Service Improves

     Social Security has released the statistics shown below on how well its field offices are answering their phones. They're only able to answer them 84% of the time but this is a dramatic improvement over January 2014 when they were only answering the phone 61% of the time.

7 comments:

Anonymous said...

I wonder if "Answer rate" includes all those times you sit on hold for 15 minutes only to have the call dropped.

Anonymous said...

The increase is likely due to call routing - they are now routing calls made to local FOs to other offices within the area on the basis of availability. Increases the overall answer rate.

Johnny Cash said...

Routing calls to other offices does not, however, result in any increased customer service as compared to an unanswered call or a need to leave a message. Calls routed to other offices typically result in them stating that they are unable to assist with the issue as the matter is being handled by another office. Just more smoke and mirrors.

Anonymous said...

Agree with Johnny Cash. If you do reach a live person (which in my office's experience is way less than 84% of the time!) chances are they cannot help you.

Anonymous said...

If this was a private insurance company the government and citizens alike would be calling for a Congressional investigation, funds, penalties, and maybe a shut down or receivership.

Anonymous said...

@ 10:54

If this was a private insurance company we wouldn't spend like 1% of revenue on admin costs and would likely have double or more the employees. LOL, #lrn2privatevspublic

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