Some 5.8 million Russians have asked their questions about social security to the Unified Call Center since the beginning of 2022. “Most frequent questions were about social benefits, assignment of pensions, payments to families with children and maternity capital. Information about the assigned payments also topped the list of enquiries.
The Unified Call Center was launched within the framework of the Social Treasury project. One can dial 8-800-6000-000 or start an online chat to ask any questions about social security. A virtual assistant starts the conversation and gives answers to the most popular, typical questions, for instance, how to use maternity capital, receive SNILS or change the pension delivery method. Whenever more detailed information is required, the virtual assistant switches the call to another line, where a Call Center employee continues the conversation. There is a third line available for more specific consultations. An operator identifies the caller and provides the requested information.
The Call Center is a unified system of social agencies, which includes the Pension Fund, the Labor and Social Protection Ministry, the Social Insurance Fund, medical and social examination boards, and Rostrud. The list of Unified Call Center participants is constantly expanded. A short time ago, it was joined by second-line operators from social security institutions of 11 Russian regions.