Firstsource has been providing healthcare collection services for more than 30 years, serving a wide range of healthcare providers including hospitals, physician groups, large national healthcare systems, small rural hospitals, and government facilities. We have a proven record in collection, default management, prevention services, and recovery solutions.
With more than 1,600 collection professionals in five service centres throughout the United States, we work with 8 of the top ten leading US credit card issuers and with the UK’s largest financial institution. Our services include credit cards, bank cards, private label retail cards, automotive loans, personal loans, overdraft accounts, and mortgage collections.
Firstsource partners with many leading global universities, who are dependent on our commitment to service excellence and compliance. Our mission is to maximise financial recovery output and deliver great service for our clients’ customers. Our scalable, flexible delivery model offers clients a customised combination of on-shore and off-shore staffing models, which can be adapted to their requirements.
Firstsource provides innovative collection and recovery solutions to global organisations with more than 1,600 collection professionals in five service centres, throughout the United States.
Our customer-centric approach and industry business intelligence, enables us to deliver exceptional results, whilst building our clients’ brands.
Efficient and operative management of collections is critical for delivering a positive customer experience, however the process is often a laborious, expensive and resource intensive course for organisations. As a global top 20 collections service provider, Firstsource has a range of solutions across industry sectors.
Firstsource successfully managed maximising financial recovery output for a Fortune 500 company and one of America’s top 10 largest banks, at the same time ensuring a positive customer experience. The partnership model spanning 16 years with continued investment in performance and quality, has ensured that a culture of compliance, quality and customer experience drives the best outcomes for both the client and their customers.
Firstsource has grown rapidly through market share wins based on performance and has been awarded multiple accolades by the client including ‘Agency of the year award’, ‘Client services award’ and the ‘Service quality award’ to name a few as a direct result of the compliance, quality and customer experience driven solutions provided.
Firstsource has generated $65 million annually for this client through debt recovery services, delivered through stringent data security governance and audit ready processes.
A leading US bank required a partner to provide excellent customer service and collections support to customers, with the ability to impact cure rates and charge off rates through performing in cash collected per hour, close rate and securing future arrangements. There was also a requirement to deliver a FTE production hour model while maintaining flexibility to increase as the market demanded.
The partnership engagement extended to sharing industry trends, insights and best practices, as well as providing a positive customer experience to help customers retain their ability to extend a continual relationship with the bank.
The client recognised Firstsource for agility when navigating changes in quality, compliance, contractual changes and KPIs, as Firstsource have consistently delivered top ranking performance in the SLA’s and KPI’s as compared to the internal collections group and the competing vendors.
These efforts have resulted in annualized revenues worth $8 million for the client as well as safeguarding their brand.
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology