Press Release Increase Call Center Capacity April 10 2020

U.S. Census Bureau Adapts Operations to Increase Call Center Capacity

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U.S. Census Bureau Adapts Operations
to Increase Call Center Capacity for
2020 Census
APRIL 10, 2020
RELEASE NUMBER CB20-RTQ.15

APRIL 10, 2020 — The U.S. Census Bureau, following guidance from federal, state, and local
health officials, has implemented social distancing measures and staffing adjustments to help
protect the health and safety of 2020 Census call center employees. As a result, callers may
be experiencing increased call wait times.
To increase call center capacity, the Census Bureau is reinstating the callback option and
making more employees available to respond to requests. The callback option enables callers
to leave a message and receive a timely call back from a census taker to process their 2020
Census response when all call center agents are busy assisting others. The Census Bureau
had temporarily turned off the callback option due to staffing adjustments.
The callback option is now available in seven languages (English, Cantonese, Korean,
Mandarin, Russian, Spanish and Vietnamese). The callback option will be available in the
remaining seven languages (Arabic, French, Haitian Creole, Japanese, Polish, Portuguese
and Tagalog) by Tuesday, April 14, 2020.
The Census Bureau has live customer service representatives supporting direct phone lines to
14 languages. Every census response is important and we appreciate callers’ patience as we
seek to respond to all incoming requests.
Households can also respond online at any time at 2020census.gov in the following
languages: English, Arabic, Chinese, French, Haitian Creole, Japanese, Korean, Polish,
Portuguese, Russian, Spanish, Tagalog, and Vietnamese. The Census Bureau offers
webpages and 2020 Census guides in 59 languages, including American Sign Language, in
addition to guides in Braille and large print. Visit the Language Support page
(https://2020census.gov/en/languages.html) for more information.
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https://2020census.gov/en/news-events/press-releases/increase-call-center-capacity.html

4/29/2020

U.S. Census Bureau Adapts Operations to Increase Call Center Capacity

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Contact
Public Information Office

301-763-3030
pio@census.gov

https://2020census.gov/en/news-events/press-releases/increase-call-center-capacity.html

4/29/2020