Consolidation favors the AltNet that runs operations cleanly
Firstsource runs install completion, activation, and customer operations so the homes you built actually pay back.
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
The build is done. The commercial battle starts now.
Premises passed grew faster than connections. Take-up, install quality, and operating cost now decide which AltNets survive consolidation.
Overbuild risk
12.9M
UK AltNet premises passed reached 12.9M by the end of 2023, a 54% compound annual growth rate over two years, according to McKinsey. Most UK households now sit inside two or more competing fiber networks.
McKinsey & Company, Tech, Media & Telecom Outlook
Take-up gap
2M
Active AltNet connections in the UK reached 2.0M by the end of 2023, with premises passed growing faster than connections, widening the take-up gap that now sits at the centre of every AltNet board review.
INCA & Point Topic, State of the Altnets 2024
Switching friction
1%
US broadband churn averaged 1.25% per month in Q3 2025, with fixed broadband near 1%. Most customers switch only for relocation, price, or service problems, making retention and install quality more important than speed.
S&P Global, US Broadband monthly churn
PROVEN OUTCOMES
A model built around your operating numbers
Four targets. Each one contracted into the utility model from day one.
20%
monthly sales lift target
Propensity-scored outreach, sales-through-service, and win-back built around the local subscriber footprint commit to a 20% lift in monthly sales.
50%
order fall-out reduction target
Right-first-time order capture and automated validation cut order fall-outs by half, closing revenue leakage at the source.
80%
touchless query resolution target
AI-guided self-serve, intelligent triage, and agentic troubleshooting resolve four in five queries without an advisor.
>20 pts
NPS uplift target
Cleaner installs, fewer engineer visits, and resolved-first-time support lift NPS by 15 to 20 points across the utility model footprint.
End-to-End Operating capabilities
The network is built. Now build the operation around it.
Each solution targets where cost, churn, and complaints sit on your book. Use one, or run the full stack under a single outcome-based contract.
Local take-up, converted to active subscribers
AltNet take-up sits well below premises passed on most challenger fiberco footprints. Firstsource runs propensity-scored outreach, sales-through-service, and win-back programs built around your local subscriber base.
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Lean operations across every contact channel
Order entry, FTTH provisioning, fall-out management, and tier 1 to tier 2 technical support on omnichannel delivery, with AI-assisted triage and 80% touchless resolution as the operating target.
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CLIENT SPOTLIGHT
An operating model built for AltNet economics
Four published commitments that define what AltNet customer operations should look like on a consumption-based commercial.
Independent fibercos cannot replicate the contact-centre stack of an incumbent, and they should not try. The capital sits in the network, the operating layer has to be lean, and the commercial model has to scale with subscribers, not headcount.
The Firstsource AltNet utility model commits to a +20% monthly sales lift, 50% fewer order fall-outs, 80% touchless query resolution, and a 15 to 20 point NPS uplift, on a consumption-based commercial built around the local subscriber footprint.
The Firstsource AltNet utility model commits to a +20% monthly sales lift, 50% fewer order fall-outs, 80% touchless query resolution, and a 15 to 20 point NPS uplift, on a consumption-based commercial built around the local subscriber footprint.
+20%
monthly sales lift
Capabilities, purpose-fit for ALTNET
Challenger fiberco operations, from premises passed to paying subscriber
Wherever a premise sits in the lifecycle, the same operating layer applies and scales with your subscriber count.
Launch momentum into subscriber share
We help convert demand generation into active subscribers at scale through audience modeling, targeted offer and bundle marketing, AI-assisted channel sequencing, propensity-scored outreach, and seamless campaign execution.
Fix the fault before the truck rolls
Digital self-serve, AI-assisted diagnosis, and remote resolution sit ahead of any engineer dispatch. The utility model commits to a 30% to 40% reduction in physical engineer visits and 60% to 70% unassisted resolution.
- Engineer visit avoidance
- Install-time triage
- Targeted truck-roll reduction
Resolve queries without an advisor
We run collections for AltNet providers across the full subscriber lifecycle, from early arrears through high-value recovery.
- First-party collections
- Final bill and balance recovery
- High-value and legal recovery
- Self-serve resolution
Right first time, from sale to activation.
Validated order capture, fall-out management, and provisioning oversight keep the install pipeline clean. Billing assurance closes leakage upstream of the dispute, not after it. 50% fewer order fall-outs is the published commitment.
- Billing accuracy
- Dispute prevention
- Revenue assurance
AltNet logic encoded at every step
Our tech services encodes provisioning rules, complaint handling logic, churn propensity models, and revenue leakage detection as domain intelligence. Agents sit above it with progressive trust governance: Copilots work with HITL and HOTL to deliver results.
- Churn Predictor
- Order Validator
- Billing Assurance agent
- Triage Router
- Audit-ready logging
PROOF OF DELIVERY
The targets are in the contract. The results follow the subscriber.
Commitments across sales, operations, resolution, and NPS. Built in from day one.
Domain
dedicated team
Firstsource specialists work exclusively on telecommunications programs, bringing operator depth to every AltNet engagement from day one.
200M+
interactions annually
AltNet operators plug into a 200M interaction Communications operating base, with domain expertise and proven workflows already in production.
~40%
fewer engineer visits
Remote diagnostics and AI-guided self-serve handle the fault before the truck is booked. The engineer day is reserved for what only an engineer can do.
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.
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Take-up is the question. Operations are the answer.
Your premises passed, and the take-up rate determines where the utility model starts and what it changes first.
- An AltNet operator, not a generalist advisor.
- Built around your footprint, install pipeline, and regulator.
- Priced on take-up, installs, and ARPU, not headcount.