# Transfers and card payments on a high-volume collections line

> How we rebuilt call transfers and escalated payment-entry errors for a collections client, with a review of 5,012,651 call records.

Source: https://sympana.com/case-studies/client-a

By Sympana. Updated October 26, 2026.

Case study · Collections client, name withheld.

In 2025, calls weren’t reliably reaching this client’s human agents, and card numbers read aloud were coming through wrong. We built and tested a new transfer path and took the card-number errors, with call examples, to the voice-platform team. In September 2026 we went back and reconciled six months of its call records.

## What the call records show

- **5,012,651**: Call records reconciled for this client. Every call from March 15 to September 14, 2026 (184 days).
- **240,642**: Live transfers to the client’s human agents. Recorded in the same six months.
- **0.77%**: Calls that ended with an error status. 38,768 calls, 35,397 of them in a September 1 to 14 spike.

Call activity, not cash. These records don’t show posted cash collected.

Across Sympana, not this client alone: **6 million+** calls we process every month, across all clients. Operational volume only. It excludes cash collected.

## The client

The client runs inbound and outbound AI collections calls. Callers may need an explanation, a payment step or a transfer to a person. The client’s identity is withheld under NDA.

## The challenge

Two handoffs needed fixing: transfers to the client’s agents, and card numbers read aloud. Both had to be fixed without disrupting live calls.

## What we did

Transfer path: caller, AI agent, the platform’s SIP endpoint, then the client’s agents; the path was built and tested on a copy of the agent. Card numbers read aloud came through with errors and interruptions; we escalated call examples and the patterns to the voice-platform team.

The new transfer path uses the platform’s carrier-approved SIP endpoint, with routing information in the call headers. When a transfer outage appeared, we traced it to the transfer configuration and specified a fix using named transfer tools.

## The operating review

Daily call volume: 5,517 in April and May, and 47,937 in July and August.

The review covered 5,012,651 calls over 184 days, with 240,642 live transfers.

The client runs the dialer day to day. We built and supported parts of the engineering in 2025 and measured what came after. We’re not taking credit for the 2026 increase.

## The September spike

Error-status calls: 38,768 in the six months, and 35,397 of them on September 1 to 14.

The 0.77% error-status rate includes a sharp spike in September.

## How the figures were measured

The review uses every call record from March 15 to September 14, 2026, pulled on September 15 with read-only queries. Counts were reconciled across daily totals, call direction and recorded ending reasons.

These records show call activity and operational outcomes. They don’t show posted cash collected.

## Tell us where recovery gets stuck

Whether it’s calls, payments or handoffs to your team, we’ll talk through the work and how we’d measure it.

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