The agency’s “average speed of answer” metric masks longer call wait times, according to data in a recent OIG report.
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Social Security says agents answer the toll-free phone line in 8 minutes, on average. Here’s why that’s misleading
As Social Security Commissioner Frank Bisignano tells it, callers only had to wait an average of 8 minutes to speak to an agent on the phone in July. “We had a bold goal of single-digit wait time on ...
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