Firstsource is a global top 25 collections services company, strategically transforming clients’ collections operations in a demanding regulatory and consumer environment. Our industry-specific collections services help clients across financial services, auto financing and education reimagine the debt collection experience for consumers, while ensuring compliance and successful recovery operations.
For over four decades, our team of more than 1600 professionals has been driving tangible improvements in compliance, customer-centricity and profitability for global clients, including several companies on the Fortune 500 list.
Our comprehensive services spanning the collections lifecycle – pre-delinquency, information management, early and late stage, and compliance – deliver transformational outcomes by:
Firstsource successfully managed maximizing financial recovery output for a Fortune 500 company and one of America’s top 10 largest banks, all the while 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 have been driven and thereby ensuring the best outcomes for both the Client and their customers.
Firstsource has grown rapidly through market share wins based on performance and have 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 culture provided.
Firstsource have generated $65 million annually for this Client through debt recovery services, delivered through stringent data security governance and audit ready processes.
Our client, 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. Firstsource were also required to deliver a FTE production hour model while maintaining flexibility to increase as market demands.
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 have recognized Firstsource for our internal agility when navigating changes in quality, compliance, contractual changes and KPIs as Firstsource have consistently delivered top ranking performance in the SLAs and KPIs 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 the Client 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