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RRB PLANS IMPROVED ACCESS TO TOLL-FREE SERVICE
The U.S. Railroad Retirement Board (RRB) has developed two changes to
the agency's nationwide toll-free telephone system that should improve
customers' access to agency staff and services. The changes will take
effect on February 15.

To address lengthy wait times for callers on our toll free number
((877)772-5772), the RRB is adding a virtual hold function and
increasing our total hours of availability beginning with the week of
February 15, 2021.

Starting February 15, rather than staying on the phone until a
representative becomes available, callers will be able to request a
callback when their place in line comes up. When choosing this option,
callers will be asked to confirm their phone number and record their
name. The system will then tell them approximately how long it will
take for them to receive a callback.

At the time the return call is placed, the person answering the phone
will be able to accept the call, request a brief delay while the
original caller comes to the phone, or reschedule the call for a later
time. This approach will result in more efficient service by RRB
representatives, and will allow customers to avoid long hold times.

In conjunction with implementing the virtual hold feature, the RRB will
also be increasing the number of hours per week during which claims
representatives will be available to answer calls. Going forward, the
hours during which the toll-free number will accept calls will change
to 9 a.m. to 3 p.m. each business day, including Wednesdays.

Customers also have other options that are available 24 hours a day to
obtain select services without the need to talk to an agency
representative. By calling 877-772-5772 and using the automated menus
or visiting myRRB, continue to link below for information on services
available...

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