On November 6, 2019, Representative Larson, Chair of the Subcommittee on Social Security, requested that the Office of the Inspector General reviewSSA’s field office customer wait times and telephone services. In this report, we address SSA’s telephone services.We are issuing a separate report [which I haven't yet seen] related to SSA’s field office customer wait times. ...
Some Charts From The Report
[PC = Payment Center, which do the computations needed to place claimants on benefits. Giving their personnel telephone duties takes them away from the vital work to do something for which they're ill equipped to handle.]
Calls “abandoned in menus” occur when callers hang up while using automated services.