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How much EBT call-center activity is actually handled overseas?

April 26, 2017activity actually EBT handled overseas

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How much EBT call-center activity is actually handled overseas?

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Surprisingly very little. Automated Response Units (ARUs) handle approximately 96% of all cardholder calls to an EBT call center, according to industry estimates. The vast majority of these calls consist of simple inquiries about account balances or card usage. The development and operation of these ARUs take place in the U.S. Only about 4% of all calls require a “live operator,” or customer-service representative to resolve caller issues.