Churn starts in operations. AI-driven care stops it from turning into retention crisis.
We run subscriber operations, complaints management, and AI-led care for leading operators around the world, backed by over two decades of customer and back office operational expertise.
2 of Top 5
Telecom & broadcasting companies in the US
Leading
Broadcasting & media companies in the UK
Top
Consumer-technology companies in the US
30+
of the Top Communications companies served globally
WHY THIS MATTERS
Where the margin pressure lands in communications operations
ARPU is falling and churn is accelerating. Tighter consumer rules are landing in the back office and not on the brochure.
ARPU compression
-2%
decline in telecom ARPU
Mobile ARPU is projected to fall at 1.3% CAGR through 2028, even as data volumes grow.
PwC, Global Telecoms Outlook, February 2025
Subscriber churn
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22%
annual subscriber churn
Among the highest in any service industry, where retention outpaces acquisition in ROI.
CustomerGauge, Telecom NPS and CX Benchmarks, 2025
Margin squeeze
2.9%
global telecom revenue CAGR
Well below inflation, even as energy, labor, and spectrum costs keep rising.
PwC Telecoms Report, 2025
ALTNET OVERBUILD
19.7M
total premises passed
AltNets now account for roughly 57% of all FTTP (Fibre to the Premises) premises passed in the UK.
UK AltNet Tracker 2026
Trust Gap
NPS 14
average telecom NPS globally
Far behind consumer electronics at 52 and financial services at 44, fuelling churn and capping pricing.
Simon-Kucher, Global Telecommunications Study, 2024
RESOLUTION GAP
36%
first-contact resolution in telecom service
Nearly two-thirds need callbacks, transfers, or repeat contacts, driving cost and complaints in parallel.
Simon-Kucher, Global Telecommunications Study, 2024
PROVEN OUTCOMES
Live results from communications programs we run today
Each number below comes from an active operator engagement and not just a projection.
$18.9M
tech support savings
A global telecommunications operator deployed 100's of AI agents and rule-driven bots across applications.
40%
truck rolls eliminated
For a leading cable and broadband operator, remote diagnostics and self-service redesign cut compliance issues by 79%.
10 pts
NPS lift
A major US communications operator used GenAI-powered quality assurance and automated 100% of contact monitoring.
40%
cost reduction
For a major European cable, broadband, and satellite TV operator, we delivered above 40% cost reduction.
DEEP DOMAIN SOLUTIONS
One solution or the whole subscriber lifecycle. Your call.
Each solution targets where cost, churn, and complaints sit on your book. Use one, or run the full subscriber lifecycle with us.
Acquisitions
Firstsource lifts pitch and convert through inbound and outbound B2B and B2C sales with AI-assisted pitch timing, risk and credit vetting, and activation.
Learn more
Subscriber operations
We support order entry, FTTH provisioning, number porting, and tier 1 to tier 2 technical support across voice, chat, email, social, and messaging.
Learn more
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CLIENT SPOTLIGHT
Reduced tech support expenses by $18.9M for a telecom operator
A fully automated digital workflow delivered powerful support across recovery, and complaints, because we ensured it was built on your own intelligence that compounds.
A global telecommunications operator running a large contact center environment needed to resolve advanced technical support queries. Firstsource deployed intelligent automation, rule-driven bots traversing multiple applications, autonomous agents. The program handled millions of transactions, cut response time by 40%, and delivered $18.9 million in cumulative savings.
$18.9M
cumulative savings
WHO WE SERVE
No two operator types run the same way. We build for each one.
Each operator type runs under its own regulators, margin pressures, and competitive logic. Generic models fail here.
Mobile
Mobile, built for churn and SIM-only economics
Mobile operators carry acquisition-cost pressure, SIM-only commoditization, and constant re-engagement demands. Firstsource runs MNP, retention, win-back, and prepaid and postpaid service operations at the speed mobile churn requires.
Broadband
Broadband and fiber, from order to first invoice
Broadband operators face overbuild saturation, take-up rate pressure, and provisioning complexity. Firstsource runs order entry, FTTH provisioning, technical support, and billing across cable, DSL, and full-fiber.
TV and streaming
TV and streaming, retention over weeks not quarters
Pay TV and streaming subscriptions churn in weeks. Firstsource runs subscription management, win-back, and bundled retention designed for streaming economics.
Enterprise
Enterprise providers, SLA-grade operations
Enterprise CSPs need multi-site account management and SLA-grade compliance. Firstsource runs order and provisioning support, billing reconciliation, dispute investigation, and Ofcom and FCC complaint handling at enterprise scale.
Wholesale
Wholesale infrastructure, ported and provisioned
Wholesale and network infrastructure operators run number porting, interconnect, and access service request management at high volume and high accuracy. Firstsource runs the porting, ASR, and provisioning workflows at the standard wholesale customers expect.
AltNet
AltNets, CX before market consolidation decides
AltNets mastered the network build. The next phase will not be won on fiber speed alone. Firstsource runs an AltNet-specific CX utility, with commitments for +20% monthly sales, 50% order fall-out reduction, 80% touchless resolution, and 15 to 20 NPS improvement.
CUSTOMER STORY
40% reduction in incorrect truck rolls. Smarter resource management.
A leading US telecom carrier deployed GenAI to eliminate incorrect engineer dispatches. The solution reduced truck roll bookings by 40%, delivering $1–2M in annual savings while improving troubleshooting adherence.
Powered by real-time intent identification, QC flagging, and proactive compliance checks, support teams now confidently resolve issues or dispatch engineers only when necessary.
Powered by real-time intent identification, QC flagging, and proactive compliance checks, support teams now confidently resolve issues or dispatch engineers only when necessary.
How we deliver
Unlock the operating system that compounds subscriber intelligence
Explore Kairos, the operating system that turns operator domain knowledge into a durable, compounding asset for omni-channel subscriber operations, with decades of communications expertise baked in.
Transform
Rethink your subscriber operating model, the workforce, and the commercial construct. Built for the agentic era, not bolted onto the existing contact centre playbook.
Implement
The intelligence must be built into subscriber workflows and systems. Decisioning engines and agentic workflows are wired into production operations.
Operate
We underwrite and own the outcomes. A human-plus-AI workforce stands behind the numbers, getting smarter with every subscriber interaction.
TECH ENABLED
The technology ecosystem that ensures you own the intelligence
Every stage of the subscriber lifecycle is powered by copilots, decisioning engines, a domain harness, and autonomous agents, so the intelligence compounds inside your operation, not ours.
Rules at the moment of action
Compliance, architected in
Guardrails encoded inside the workflow ensure every contact, order, and change is compliant before it is made
Autonomy that’s earned
Progressive trust
From human-in-the-loop for high-stakes calls to autonomous where trust is proven, every tier of control is intentional.
Audit-ready by design
Decision traceability
Every agent decision leaves an immutable trace of action, actor, and evidence, reconstructable for regulatory review by design
Capability Deep Dive for Communications
The horizontal capabilities behind every communications program
Each capability runs standalone or across the full program. Your operating model, your choice.
Outreach built on intent, not reach
We design target personas using data augmentation and execute personalised campaigns across SMS, email, digital channels, and outbound dialling. Loyalty analytics continuously refine campaign performance, with service-to-sales conversion improving by up to 80%.
Every channel, every shift, and every market
We orchestrate omnichannel subscriber journeys: voice, chat, email, social, app, messaging. We provide journey mapping, proactive engagement, NPS programs, and rapid CX stand-up across service provider operations.
Intelligence built to operate, not just observe
We deliver agentic orchestration across acquisition, technical support and field triage, retention and save, OSS/BSS and billing modernization, and fraud and revenue assurance.
Models trained on proprietary data, and built to work for you
We deliver training, and deployment services across modalities for the GenAI lifecycle, backed by the infrastructure, workflows, and security for communications service provider use cases.
Consulting built on outcomes, not recommendations
We deliver customer experience and call-flow redesign, target operating model design, AI strategy and enablement, GCC setup, and program management across subscriber operations.
PROVEN OUTCOMES
This is what happens when communications programs work
We measure everything we run. These are the outcomes our clients have seen.
80%
Service-to-sales conversion
For a telco client on a digital transformation program, structured sales-through-service delivered 80% conversion of service contacts to sales opportunities, alongside 27 to 32% cost savings and 8 to 10 NPS uplift.
82%
CSAT on messaging
For a major UK satellite TV operator, built and scaled a digital messaging operation that now handles more than 120,000 customer conversations each week, achieving 82% CSAT and deflecting 30% of IVR demand.
~10 NPS
CX transformation
For a major European cable, broadband, and satellite TV operator, Firstsource delivered above 40% cost reduction over three years, 25% improvement customer connect time, and NPS improvement across the full program.
WHY FIRSTSOURCE WINS
Where generic operator models fall short, and what replaces them
The shortcuts most CSP operations reach for, and what changes when the work is AI-native and outcome-priced.
WHAT CSPS TRY
WHY IT FAILS
WHAT CHANGES WITH FIRSTSOURCE
Add offshore headcount
Cost scales with volume and quality drifts as the subscriber base grows
Agent copilots and 100% GenAI QA hold quality while cost per contact drops up to 45%
Bolt AI onto legacy CRM and BSS
Point tools sit beside the work and never touch the workflow
Kairos OS runs decisioning, copilots, and process mining inside the workflow, so operations improve without added heads
Build the CX function in-house
Capex burn, slow ramp, and operating risk while the market consolidates around full-fiber
AltNet utility model goes live in weeks, with consumption-based commercials tied to subscriber growth
Sample one to two percent for QA
Compliance gaps surface only after the Ofcom or FCC complaint lands
Compliance gaps surface only after the Ofcom or FCC complaint lands
Price the deal on FTEs
Spend rises with volume, not results, and ARPU compression eats the margin.
Outcome pricing, per-transaction, and gainshare tie the fee to delivered subscriber, cost, and complaint outcomes.
Chase churn with one-off retention campaigns
Saves do not hold across renewal cycles
Retention copilot, AI-driven churn prediction, and real-time save offers, with 4,500 customer saves worth $1.15M on one US engagement.
TRUST & COMPLIANCE
Built for Ofcom, FCC, and GDPR
Designed to operate inside the most regulated subscriber data environments in the UK and US, not around them.
Regulatory frameworks
CFPB, (US)
GDPR, Data Protection Compliance (UK and EU)
CCPA, California Consumer Privacy Act (US)
FCA Handbook, Financial Conduct Authority (UK)
TCPA, Telephone Consumer Protection Act (US)
FCC Consumer Protection Rules (US)
Certifications
SOC 2 Type II (2025)
ISO 27001 (2025)
PCI-DSS (2025)
Fully licensed all US states and Canada
Ofcom registered
Audit-ready collections and legal operations
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.
Contact Us
Find the subscriber cost you cannot see
Where churn, complaints, and operating costs sit on your books is where the conversation starts.
- Operators who run live programs for 30+ CSPs across the UK and US
- Built around your operator type and regulatory market, not a generic model
- Priced on outcomes, with technology funded by year-one savings.