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Bisignano says Social Security Administration's phone helpline wait times have reached a record low
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- Social Security Administration Commissioner Frank Bisignano told Congress on Wednesday that the agency has improved one legacy pain point for individuals who contact it — long phone wait times for the toll-free helpline.
- In May, the average speed of answer was under five minutes, according to Bisignano's testimony, an 89% reduction from an all-time high of 42 minutes in fiscal year 2024.
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Social Security Administration Commissioner Frank Bisignano told Congress on Wednesday that the agency has improved one legacy pain point for individuals who contact it — long phone wait times for the toll-free helpline.
SSA has brought the average "speed of answer," or the time it takes for an agent to answer an incoming call, to the "lowest level in a decade," Bisignano said in written testimony to the House Ways and Means Social Security and Work & Welfare subcommittee hearing.
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