The call that gets fined is the one no one heard.
We prevent that.
An AI engine reviews every call against hundreds of checks, surfacing the risky ones in real time and holding complaints zero percentage.
8 of Top 10
Credit Card Issuers
3 of Top 10
BNPL providers
7 of Top 10
Fintechs
WHY THIS MATTERS
The rules are tighter, and there is less room for error
Complaint volumes and regulatory scrutiny are climbing on both sides of the Atlantic, and sampling a fraction of calls no longer satisfies anyone.
TOP ISSuE
Collect debt not owed
In 2024, the most common issue was collecting debt not owed, the leading issue since the CFPB began accepting debt collection complaints.
Consumer Financial Protection Bureau, Consumer Response Annual Report 2024, May 2025
High fines
£570M
FCA reports that in 2020 it fined firms a total of £90M for failures in how they treat customers in arrears, with firms paying over £570M in compensation.
Self-reported numbers from FCA, UK
Complaint surge
207,800
The CFPB received about 207,800 debt-collection complaints in 2024, nearly double the prior year, which raises the bar on conduct and audit.
Consumer Financial Protection Bureau, Fair Debt Collection Practices Act Annual Report, November 2025
PROVEN OUTCOMES
Full coverage keeps complaints close to zero
Full-coverage review across every interaction holds complaints near zero, closing the gap that 1% sampling used to leave exposed.
100%
of calls reviewed
Speech and text analytics review every interaction across collections and servicing events, replacing the fewer manual sampling.
8
valid complaints
For the world's largest card issuer's third-party program, just 8 valid complaints arose across 155,000 accounts over 9 months.
Hundreds
automated checks
Interactions are scored against over hundreds of automated checks, with tens of configurable filters, surfacing risky patterns in real time.
~10X
fewer complaints
Digital-first collections generate complaints 5 to 10 times less often than traditional voice-led outreach.
Compliance Solutions
Built-in compliance: embedded in every interaction and AI
Rule libraries live inside scripts, outreach, and AI guardrails, while automated quality assurance reviews the full book rather than a sample.
compliance management system
We code the rules into every interaction
The compliance management system embeds the rule libraries that govern recovery directly into advisor scripts, digital outreach, and AI guardrails. Disclosures and identity checks are enforced before any negotiation, and every call is tagged and reviewable.
UDAAP, ECOA, Reg-F, and FDCPA · FCA, Breathing Space, and DMP rules
conduct management
We hold complaints to a fraction of the benchmark
Continuous oversight and digital-first engagement keep complaints low. Vulnerability and affordability signals route at-risk customers to forbearance rather than to pressure. Our digital collections is high on empathy and protects your brand reputation.
Vulnerability detection, Forbearance based on affordability
AI guardrails
We govern the AI before it speaks to a customer
Every collections sequence is wrapped in content, policy, and personal-data protection, and an evaluation harness gates quality before anything reaches production. We capture every disposition for compliance, and apply guadrails to AI that clears regulators.
Quality gate before production, AI disclosure, HITL, HOTL
WHO WE SERVE
A compliance backbone for every regulated segment
Each industry we serve has its own regulators and conduct rules. We provide audit-ready compliance and a robust quality-assurance backbone.
Financial Services
Every call governed to financial conduct rules
For card, lending, auto, and BNPL portfolios, every interaction is reviewed against FDCPA, Reg-F, UDAAP, and FCA conduct rules, not just a sample.
HEALTHCARE PROVIDER
Patient collections under HIPAA-aligned controls
For patient billing and self-pay, recovery runs inside HIPAA-aligned controls that protect patient data and experience on every interaction.
COMMUNICATIONS
One conduct standard across every channel
For telecom and cable accounts, consistent disclosure and conduct standards apply across digital and advisor channels and are reviewed in full.
customer story
Catch the compliance issue before the regulator
Just 8 valid complaints arose across 155,000 accounts over 9 months, roughly four to five times below benchmark.
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Third-party collections
A flagged interaction surfaces in real-time before it becomes a complaint
A leading credit card issuer managed a high-volume third-party collections program for lower-balance accounts, where compliance, conduct, and customer experience were as important as collections performance. Traditional oversight approaches made it difficult to achieve consistent visibility across large volumes of customer interactions.
We implemented a more scalable and transparent operating model that combined digital engagement with enhanced quality and performance oversight. This gave leaders greater real-time visibility into operations, supported more consistent customer outcomes, and strengthened compliance across the program.
We implemented a more scalable and transparent operating model that combined digital engagement with enhanced quality and performance oversight. This gave leaders greater real-time visibility into operations, supported more consistent customer outcomes, and strengthened compliance across the program.
Outcomes we owned
100%
calls reviewed
Hundreds
of automated checks
~20+
of configurable filters
8
valid complaints across 155,000
PROOF OF DELIVERY
Every account stays audit-ready, one connect at a time
Full-book coverage, the sampling gap closed, and a contractually guaranteed cost cut.
27%
reduction in cost to serve
For a leading US personal lender, we underwrote a guaranteed 27% reduction in cost-to-serve.
99%
review gap closed
Manual quality assurance reviewed only ~1% of calls, while automation lifted coverage across the entire book.
~20+
QA filters
Recovery engineers surface any risky pattern or behavior across the full book of customer interactions.
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 real risk hides in the calls you never reviewed
See your own complaint and quality-assurance exposure on a sample, before you commit.
- We map every finding to FDCPA, Reg-F, UDAAP, and FCA conduct rules.
- We review every call in a sample of your book, not a token slice.
- You get evidence you can take straight into an audit or a board review.