3/25/26 Results — Biggest Voice Day: 596 Calls, 3 Confirmed Purchases, BAD Streak Broken
VOICE 596 Outbound + 14 Inbound | 610 Total | March 25, 2026
Lorikeet
596 outbound + 14 inbound callbacks — biggest voice-only day of the entire POC. Quality breakdown below covers 337 scored outbound calls.
337 scored outbound of 596. 45 GOOD (13.4%) + 288 WARNING (85.5%) + 4 BAD (1.2%). 223 processing/unscored + 36 skipped. 14 inbound callbacks (3 GOOD). Inbound highlights: Rodolfo, Reina, Ricardo.
Quality breakdown of 337 scored outbound calls. BAD calls are all the same voicemail handling error — already being fixed. 14 inbound callbacks scored separately (3 GOOD).
Biggest voice-only day: 596 outbound + 14 inbound = 610 total (previous record: 561 on 3/23). GOOD rate at 13.4% of 337 scored outbound. The 4 BAD calls are a single reproducible voicemail bug, not quality degradation.
After 5 consecutive days with zero BAD calls (3/18–3/24), today had 4 BAD tickets. The good news: all 4 are the exact same voicemail handling error — a fixable, reproducible pattern we’re already addressing.
Voicemail answered → agent detected non-human → handling error on disengage. We’re fixing this.
The agent correctly detects it’s talking to a voicemail system and correctly decides to disengage. The issue is in how the call closes after detecting a voicemail. This is a single, reproducible bug in the disengage path — already being fixed.
Chose in-store. Said “catorce doscientos diez” (CP 14210). Agent geocoded to Tlalpan, CDMX, found Punto PayJoy Gran Sur at Periférico Sur 5550 — ~3km away. Clean conversation with polite close: “Has sido muy amable, te agradezco bastante.”
CP 14210 → CDMX → Punto PayJoy Gran Sur, Periférico Sur — ~3km. 2-tool chain, polite close.
When offered store directions, Jacqueline said “Ya conseguí” (I already got it). Agent confirmed the purchase and closed cleanly. This is a confirmed conversion — a previously-approved customer who completed the purchase.
“Ya conseguí” = confirmed phone pickup. Agent handled gracefully, closed properly.
Told her financing was approved. Claudia responded “Ya lo hice, gracias” (I already did it, thanks). Agent confirmed the purchase and wished her a great day. Another confirmed conversion.
“Ya lo hice, gracias” = confirmed purchase. Clean handling of already-converted customer.
CP 14210 → Tlalpan, CDMX → Punto PayJoy Gran Sur, Periférico Sur 5550, ~3km. Polite, grateful customer.
Tools used: geocodeAddress, getClosestStores
2 API calls to deliver real-time store directions from a spoken postal code
Spoken Numbers → Postal Code → Store
Customer said “catorce doscientos diez” (14210). Agent correctly parsed this as a postal code, geocoded to 19.301, -99.203 in Tlalpan, Ciudad de México. Found 5 stores within range.
5 Stores Found Within Range
1. Punto PayJoy Gran Sur — Periférico Sur 5550 (2.58km)
2. CRACKEARTE MALINCHE — Orquídea 13 (2.93km)
3. CRACKEARTE CONTRERAS — Av. San Jerónimo (2.94km)
4. Crackearte San Berna — Emiliano Zapata 16 (3.60km)
5. CRACKEARTE La Era — C. Jacarandas 5 (4.17km)
Agent selected the closest and gave clear directions.
CDMX = Major Metro Coverage
5 stores within ~4km in one of Mexico’s densest areas. The customer has multiple accessible options. Joel was notably polite: “Has sido muy amable, te agradezco bastante.”
Customers calling back after outbound outreach — 3 GOOD inbound conversations. Each shows a different successful path: online purchase guide, store locator, and confirmed purchase calling back about payment method.
Called back after missed calls. Chose online. Agent walked through 4 steps clearly. “Gracias.”
Initial CP failed, recovered with neighborhood name. Store ~5 min walk. Graceful error recovery.
Confirmed purchase — “ya lo compré en línea”. Calling back to change payment method. Clean escalation for the request.
Previous voice record was 561 on 3/23. Today hit 596 outbound + 14 inbound = 610 total voice calls. The system is scaling smoothly — more volume, higher GOOD rate (13.4%), and only 4 BAD (all the same voicemail error, being fixed). Quality holding steady as volume grows.
Jacqueline said “Ya conseguí”, Claudia Lizeth said “Ya lo hice, gracias”, and Ricardo called inbound saying “ya lo compré en línea”. Three customers confirmed they already obtained their phones. This brings total confirmed purchases to 12 across the POC. The outreach is converting — customers are following through.
Customers calling back after outbound outreach — 3 GOOD inbound conversations. Rodolfo explicitly said he saw “dos llamadas de este número”. The outbound effort is generating inbound demand — three different successful paths: online guide, store locator, and escalation.
All 4 BAD calls are identical: voicemail/IVR answers, agent correctly detects non-human, but the disengage handling has a bug. The detection logic is correct — just the close behavior needs fixing. One targeted change, already in progress.