Screen Pop Call Flow under CARE - Current

Screen Pop Call Flow under CARE
Welcome
Message

Spanish
Language
Selection

Recording
Message

Website
Message

Emergency
Message
(optional)

Thank you for calling
Social Security

Para español,
marque siete

To ensure quality,
your call may be
monitored or
recorded
You can find the
Social Security
Administration
online at Social
Security dot GOV

Main Menu
(Speak
Freely)
...So, briefly tell
me why you're
calling.

I’m going to get
someone to help you
but first I need to get
some information

EWT >3

We are
experiencing high
call volume. Your
call will be
answered in the
order it was
received or we can
call you back in….

Screen Pop
(SSN
Collection)

PRA, Privacy Act
and Perjury
messages

Transfer
Message

Agent

SVC
Applica
tion

No

No
Queue?

EWT <=3

SVC
Question

Yes

EWT>3
Min?

Yes

No

We are
experiencing
high call
volumes.
Please hold
your call will
be answered
in the order it
was received.

EWT
Message
Agent
OCOM
Queue
Website
Message