Case study · Collections client, name withheld
Transfers and card payments on a high-volume collections line.
Calls weren’t reaching agents and card numbers came through wrong. In 2026 we reviewed six months of records.
By SympanaUpdated
What the call records show.
- Call records reconciled for this clientEvery call from March 15 to September 14, 2026 (184 days).
- 5,012,651
- Live transfers to the client’s human agentsRecorded in the same six months.
- 240,642
- Calls that ended with an error status38,768 calls, 35,397 of them in a September 1 to 14 spike.
- 0.77%
Call activity, not cash. These records don’t show posted cash collected.
Across Sympana
- Calls we process every month, across all clientsNot this client alone. Operational volume only. It excludes cash collected.
- 6 million+
The client
Inbound and outbound AI collections calls. The client’s name is withheld under NDA.
The challenge
Two handoffs needed work, without disrupting live calls: transfers to the client’s agents, and card numbers read aloud.
What we did
A new transfer path through the platform’s carrier-approved SIP endpoint. When a transfer outage appeared, we traced it and specified a fix.
The operating review
The client runs the dialer day to day. We’re not taking credit for the 2026 increase.
Daily call volume
The growth is the client’s.
The September spike
The 0.77% error-status rate includes a sharp spike in September.
Error-status calls in the six months
- September 1 to 14
- 35,397
- All six months
- 38,768
How the figures were measured
Every call record from March 15 to September 14, 2026, pulled on September 15 with read-only queries and reconciled by day, direction and ending reason.