Social Security Administration reports record-low phone wait times

The Social Security Administration cut average phone wait times to the lowest level in a decade, according to testimony delivered Wednesday. Commissioner Frank Bisignano told a House subcommittee that the average speed of answer fell below five minutes in May. That figure represents an 89 percent reduction from a 42-minute high recorded in fiscal year 2024.

Call answer rates and staffing adjustments Bisignano said the agency now answers 90 percent of calls to its toll-free line, a 75 percent improvement from earlier performance. He attributed the gains to a new telecommunications platform and staff realignments.

The agency handled 68 million callers in fiscal year 2025, a 65 percent increase from the prior year, according to an inspector general report cited during the hearing.

Lawmaker questions on callback data Some members of Congress raised concerns that reported metrics may not fully reflect caller experience. Rep. Judy Chu noted that callers electing a callback option can face average waits of nearly two hours, according to inspector general data.

Bisignano responded that the agency has increased staff during peak hours and is working to place the right number of employees at the right times.