Install failure costs more than acquisition. It also predicts churn.
Firstsource runs the activation, service and retention stack so the customers you win at the door stay on the network.
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
Overbuild is rewriting broadband economics
The forces moving the broadband P&L have shifted from tariff design to operating execution. These are the ones compounding fastest.
Overbuild risk
19.7M
UK AltNet premises passed reached 19.7 million by end of 2025, up 20% year-on-year from 16.4 million in 2024. Altnets now deliver full fibre to nearly half of all premises in hard-to-reach areas, with incumbents facing overbuild across most of their footprint.
INCA & Point Topic, State of the Altnets 2026
Take-up gap
23%
Average AltNet take-up across tracked operators reached 23% in Q1 2026, but the range is wide. Community Fibre at 32%, Toob at 36%, while Netomnia at 17% and Trooli at 8%. Acquisition spend converts to churn when conversion and install quality are weak.
Point Topic, UK Broadband Q1 2026
Switching inertia
1.3%
US broadband churn averaged 1.25% monthly in Q3 2025, with fixed broadband near 1%. The headline churn figure hit 1.3% in 2025, showing customers rarely switch casually. Most leave only for relocation, price increases, or service issues, making retention and install quality more important than speed.
S&P Global, US Broadband Research
PROVEN OUTCOMES
What a digital-first install and service operation actually delivers
What changes when remote diagnostics and self-service run ahead of every engineer dispatch.
$11M
annualized savings
A digital-first redesign of remote diagnostics and self-service took $11 million out of the annual cost base for a major UK cable and broadband provider.
40%
truck rolls eliminated
Two in five field dispatches were removed through remote diagnostics and self-service. The engineer day is reserved for what only an engineer can do.
79%
compliance issues reduced
Compliance incidents in support fell by nearly four-fifths on the same program. The cost of getting it wrong dropped alongside the cost to serve.
DEEP DOMAIN SOLUTIONS
The install is just the start. We run what comes after.
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.
Pitch to active install
Broadband acquisition pitch rates often sit well below potential on inbound service floors. We improve conversion through pitch-timing tools and outbound acquisition across voice, digital, and messaging, all built around the install promise.
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Activation to fault resolution
We manage FTTH provisioning, activation, number porting, fault handling, and tier 1 to tier 3 technical support across omnichannel delivery, with remote diagnostics reducing engineer visits before a ticket is raised.
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Billing assurance and collections
Agentic bill verification, dispute resolution, and propensity-scored digital collections strengthen billing accuracy and improve recovery rates, while self-serve payment plans cure accounts before disconnection and 60% to 70% of routine billing queries are resolved autonomously.
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CLIENT SPOTLIGHT
A broadband operator rebuilt its support model. The cost base followed.
How a digital-first redesign of diagnostics and self-service paid back at scale.
A large cable and broadband operator faced mounting pressure to reduce operating costs while continuing to meet customer commitments and navigate an increasingly complex compliance environment. Firstsource redesigned key service and support operations, helping the operator streamline delivery, reduce compliance-related issues by 79%, and remove $11 million from its annual cost base—all while maintaining service performance and customer satisfaction.
$11M
annualized savings
CAPABILITIES
Broadband subscriber operations, run as one model
From first install to charged-off balance, the same operating layer applies.
Campaigns built for broadband volume
Campaign production, AI-native content operations, and compliance governance run across SMS, email, voice, and digital. Multichannel output built for broadband marketing volume without sacrificing brand consistency.
Every inbound contact quality-checked
GenAI copilots, 100% automated quality monitoring, and AI-assisted triage run across every broadband interaction. Time-to-competency cut by 25% through AI Coach on the same model.
- Order entry and validation
- Number porting
- Broadband activation
- Rejected-order tracking
- Field-dispatch coordination
- Multi-vendor handoffs
Segmentation before the first outreach
Multiple account segments scored by ability and intent to pay before any contact is made. Self-serve payment plans cure accounts before disconnection, with full pre-to-post charge-off coverage.
- Propensity scoring
- Multi-firm legal network
- iLev CRM
Right first time, from order to activation
Order validation, FTTH provisioning, number porting, and fallout management keep the install pipeline clean. Billing assurance closes leakage upstream of the dispute, targeting 95%+ happy-path activations.
Broadband domain rules encoded in every decision
Kairos encodes broadband churn propensity models, provisioning rules, and compliance guardrails as domain intelligence. Copilots work with HITL and HOTL to deliver results under Progressive Trust governance.
- Churn Predictor
- Provisioning Validator
- Retention Co-pilot
- Pitch Rate Coach
- Progressive Trust governance
- Audit-ready logging
PROOF OF DELIVERY
What happens when the support model is rebuilt from scratch
Three outcomes from live broadband programs across the UK and US.
15%
net yield improvement
Sales-through-service disciplines embedded into the same UK cable program that cut truck rolls and compliance incidents, lifting net yield by 15% on the same agent base.
9% to 20%
sales conversion lift
Cross-sell pitch rate moved from 9% to 20% through a sales-through-service program for a leading telco operator, contributing $40 million of program revenue.
4,500
customer saves worth $1.15M
A US broadband collections program delivered 4,500 saves through agent outreach and digital self-cure, reducing write-offs while keeping subscribers on the book.
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
Overbuild is at the door. The install does not have to slip.
Tell us your footprint and your channel mix, and we will show you where ARPU and recovery move first.
- Operator runs broadband CX daily, not an advisor who hands it off.
- Delivery model built around your install promise and your regulators.
- Pricing that moves with the outcomes, not the headcount running them.