AI-native collections engine that is human
We provide compliant, omnichannel collections services across the full delinquency lifecycle. We manage billions in annual inventory, and take a human + self-serve approach to underwrite outcomes.
8 of Top 10
Credit Card Issuers
3 of Top 10
BNPL providers
7 of Top 10
Fintechs
WHY THIS MATTERS
Higher debt. Tighter rules. Rising expectations.
Record debt, rising delinquencies, and affordability concerns are driving collections volumes higher. At the same time, tightening regulations are increasing the cost-to-collect across industries.
Climbing Debt
$18.8T
total US household debt (a record) with more balances flowing into every delinquency stage.
Federal Reserve Bank of New York, Household Debt and Credit Report, Q4 2025
Rising Delinquencies
4.8%
of all outstanding US debt was in some stage of delinquency, and delinquency transition rates remain elevated.
Federal Reserve Bank of New York, Household Debt and Credit Report, Q1 2026
Growing Complaints
387,400
debt-collection complaints were filed with the CFPB in 2025, up 86% on the prior year.
Consumer Financial Protection Bureau, 2025 Consumer Response Annual Report, March 2026
Rising UK Household Debt
£1.96B
total UK personal debt reached £1,966.6 billion at the end of April 2026, up £64.5 billion in a single year.
The Money Charity, The Money Statistics, June 2026
Surging Insolvencies
+30%
more individual insolvencies in England and Wales in March 2026 than a year earlier, with debt relief orders at a record high.
The Insolvency Service, GOV.UK, Individual Insolvency Statistics, March 2026
PROVEN OUTCOMES
Collections holds strong despite market pressures
Firstsource runs collections operations that outperform the competition and resolve more balances through consumer self-service.
Up to 30%
lift in liquidation
Our autonomous AI collector ran head-to-head against a human-only team in a controlled test, lifting liquidation while handling more accounts.
96%
more than prior provider
In live trials for a top UK energy supplier, we collected 96% more than the prior provider delivering more than a 20× return on investment.
Up to ~25%
in cost savings
We moved a leading US auto lender off a 20-year legacy system onto our own platform, cutting cost to collect and lifting collection rates.
24%
of the client's US book
Within a year, a leading US card provider trusted Firstsource with roughly a quarter of its US third-party book, as we continued to underwrite outcomes.
DEEP DOMAIN SOLUTIONS
Purpose-fit collections, AI-orchestrated, human at its core
From first-party servicing to legal collections, our operating system, Kairos for Collections, works every stage of your portfolio. It segments, routes, and resolves accounts, with specialized teams stepping in exactly where they add value.
First-party collections
A white-labeled extension of your brand in the 5 to 180 day window. AI prioritizes accounts by propensity. Payment reminders, hardship programs, and self-service resolve balances before they age. We protect the customer relationship and your brand throughout.
Learn more
Third-party collections
As a licensed agency, we recover what internal teams cannot. Digital-first outreach, AI skip-tracing, and propensity scoring sit behind every contact, and a full audit trail covers all of it. Today we manage industry-leading volumes of post-charge-off inventory.
Learn more
Legal and late-stage recovery
A nationwide attorney network runs the full pre-suit to post-judgment lifecycle inside one compliant platform, with AI flagging the accounts worth litigating. Our operating model delivers strong annual recoveries and up to a 70% default-judgment rate.
Learn more
AI-native collections engine
The engine beneath every stage segments, personalizes, and routes each account in real time across SMS, email, voice, and self-serve. Up to 90% of cash is collected digitally through self-serve, with fewer complaints.
Learn more
CLIENT SPOTLIGHT
Faster patient payments, without the pressure
An academic medical center added millions in patient collections by making it easy to pay, on the patient's own terms.
For a large US academic medical center, we redesigned the patient financial experience to make resolution easier, faster, and more convenient. The program generated millions in additional patient collections and shortened the payment cycle significantly.
Millions
recovered
WHO WE SERVE
We underwrite outcomes across regions and industries
Each of our customer segments leverages central intelligence engines that respects the compliance nuances required for diverse regulators, audience segments, and recovery economics.
Financial Services
Collections across the entire credit book
We collect across credit card, fintech, personal loan, auto finance, student loan, and BNPL portfolios, spanning first-party servicing to legal collections.
Healthcare Provider
Patient balances resolved with compassion
We resolve patient billing, self-pay, and early-out balances through HIPAA-aligned, empathy-first outreach that protects patient trust while lifting collections.
.png?tr=w-412,h-232,c-maintain_ratio,q-80)
Energy and utilities
High-volume arrears handled fairly
We manage revenue collection, payment arrangements, and high-volume servicing for energy and utility providers, with special plans for customers in genuine hardship.
CUSTOMER STORY
24% increase in liquidation for a US personal lender
91% of resolutions through self-serve
For a leading US personal lender, we redesigned the collections experience around customer preferences and digital engagement. The program lifted liquidation by 24%, drove 91% of resolutions through self-serve, and reduced cost-to-serve by 27%, with outcomes contractually guaranteed.
how our customers win
We refuse artificial trade-offs
Outcomes, governance, AI, and empathy are not competing priorities here. They are how every collections engine is built.
High-empathy
AI flags vulnerability and affordability at first contact, then routes hard conversations to trained specialists for hardship and complex negotiation, so customers in difficulty always reach a real person who can help.
AI-native
We send hundreds of millions of digital outreach contacts a year across tens of millions of customers, score every account on likelihood to pay, and route the majority of resolutions to an around-the-clock self-serve portal.
Own outcomes
We tie our commercial model to the outcomes you care about, using outcome-based pricing and a shared risk-reward framework. On recent programs, that approach reduced cost-to-collect by up to a third while lifting liquidation.
Built-in governance
We code compliance into the workflow and review every call using hundreds of automated checks. We are certified to SOC 2 Type II, ISO 27001, and PCI-DSS, and licensed across applicable US jurisdictions and Canada. We also offer services in UK, and Australia.
how We deliver Value for the agentic era
Unlock the operating system that compounds intelligence
Explore Kairos, the operating system that turns your tacit knowledge and our domain expertise into a durable, compounding asset for omnichannel debt collections. We have built compliance, governance, and ethics proactively into your collections operations.
Transform
Rethink your collections operating model, the workforce, and the commercial construct. We are transforming and rebuilding collections for the agentic era.
Implement
The intelligence must be built into your collection cadences and workflows. Decision engines and agentic systems are wired into production.
Operate
We underwrite and own the outcomes. A human and AI workforce prioritizes empathy, stands behind the numbers, and gets smarter with every decision.
TECH ENABLED - Collections
The technology ecosystem that ensures you own the intelligence
You own the intelligence, you don't rent it. Every stage of collections is powered by a technology ecosystem of copilots, decision engines, a domain harness, and autonomous agents that lets us underwrite outcomes for our customers.
The Signal
Sensor and operations intelligence
Conversation intelligence and process mining power next-best-action and full interaction oversight. These are the signals that tell collections what to do next.
Explore the capability
Client spotlight
Digital collections that beat the control group
A fully automated digital workflow outperformed a manual team on collections, cost, and complaints at once, not because the technology was good, but because we ensured the client owned the intelligence.
For a leading credit card issuer, we ran a white-labeled digital collections workflow alongside a specialized collections team for lower-balance accounts. It outperformed the control group by more than 20%, cut cost-to-collect, and kept complaints to a handful of valid cases across a large account base.
20%+
lift over control
Proof of Delivery
Collections engines proven in live operations
Not pilots or slideware — these are running inside our customers' collections floors today, under real volume, real compliance load, real scrutiny. See how they hold up.
120%
higher rehabilations
On a US federal student-loan recovery program, empathy-led counseling and propensity modeling doubled productivity.
~62%
recovered digitally
For one of the largest US ISP and cable operators, the digital self-serve channel alone collected $146.98M under the client's brand.
56%+
liquidation in 6 months
For a global payment processor, a digital-first approach across merchant, leasing-bank, and consumer collections lifted revenue by 16%.
WHY FIRSTSOURCE WINS
What teams try. What actually works.
These are the shortcuts most collections operations reach for, and what changes when the work is AI-native, human-governed, and compliance-coded.
WHAT TEAMS TRY
WHY IT FAILS
WHAT CHANGES WITH FIRSTSOURCE
Dial harder, dial more
Brute-force calling lifts cost and complaints faster than it lifts collections.
Digital-first outreach that bakes in self-service resolves up to 90% of cash without an advisor.
Sample 1% of calls for QA
Most conduct risk goes unseen until a regulatory review finds it.
Every call is reviewed with hundreds of checks as AI aguments human effort.
One script for everyone
Generic outreach ignores who can pay and how they want to pay.
Every account is scored, with thousands of segments shaping the message.
Treat hardship as a delay
Pressuring vulnerable customers damages the brand and breaches duty.
AI flags vulnerability, and specialists handle hardship with care and empathy.
Bolt compliance on at the end
Manual checks can miss FDCPA and Regulation F breaches in the moment.
Compliance is coded into the workflow, and the process is audit-ready.
Pay per seat, not per result
Headcount pricing rewards activity over outcomes.
Outcome-based models tie our commitments to outcomes.
TRUST & COMPLIANCE
Compliance built in
We build the below and other compliance and regulations into your operations.
FDCPA
FCA Consumer Duty (UK)
CFPB Regulation F
FCA Handbook, debt collection (UK)
TCPA
NCCP Act (AU)
HIPAA
OACS
Certifications
SOC 2 Type II
ISO 27001 (2025)
PCI-DSS
HITRUST
GDPR
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
Contact US
The pressure is structural. Streamline collections operations.
Tell us where your book hurts most and we will show you what a digital-first, compliance-coded program would change.
- Diagnosed by collections operators, not advisors: the people who run the work
- Built around your channel mix and delinquency curve, not a generic maturity model
- Priced on the outcome where it fits: your recovery, not our headcount