Your subscribers can leave in 4 minutes
In telecom and communication service providers, loyalty is decided at the contact, not the contract. Firstsource redesigns the operation that decides it every day.
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 forces reshaping communications right now
Every communications leader faces three persistent pressures simultaneously, and none of them shows any sign of easing soon.
Cost to serve keeps climbing
55%
of contact centers increased their operational software budget as handle-time complexity outpaced digital deflection gains across communications.
HiringBranch, 58 Must-Read Contact and Call Center Statistics, 2025
Subscriber churn is structural
22%
average annual subscriber churn across global telecom markets. Replacing a churned subscriber costs 6X more than keeping one.
CustomerGauge, Telecom Churn Benchmarks, 2024
AI pilots stall before production
~85%
of enterprise AI initiatives fail to meet desired outcomes. Most communications programs stall between pilot and full production at scale.
NTT DATA Global GenAI Report, 2024
PROVEN OUTCOMES
What real communications engagements actually deliver
These results come from real consulting work across telecom and mass media operators, and every figure is sourced and clearly labeled.
$11M
annual savings
delivered for a global telecom and mass media conglomerate through automation consulting.
60%
cost reduction
in sales fulfillment and booking process transformation for an Australian digital and print news publisher through GenAI and RPA led automation.
93%
time reduced
for a UK telecommunications major using the Intelligent Context Framework reduced time taken for knowledge documentation cycle.
DEEP DOMAIN SOLUTIONS
Consulting built for the communications operator
We offer six practices, each built to convert strategic advice into outcomes your communications operation actually feels.
Customer experience redesign
We redesign acquisition, support, and retention journeys so churn falls and contact volumes no longer outpace subscriber growth.
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Redesign the processes
We recalibrate call flows and eliminate unnecessary transfers to reduce the largest cost driver in communications subscriber operations.
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Target operating model design
We design operating models that enable communications providers to run subscriber operations seamlessly across channels, geographies, and technology platforms.
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CLIENT SPOTLIGHT
Contact center transformation projects $11M in savings
A global telecom and mass media conglomerate engaged us to reduce cost-to-serve in a large-scale contact center. Two layers of internal routing were causing delays in resolving subscriber queries. We designed and deployed a digital automation program across 15 processes in year one, averting an average of 54,000 internal transfers annually.
40%
reduction in average
call time
call time
How we deliver value
Transform, implement, operate—one continuous motion
We stay from the first communications diagnostic through to steady-state operations — accountable for the outcome, not just the recommendation.
Redesign subscriber operations for an AI native world
Map every subscriber touchpoint across acquisition, support, and retention, benchmark cost-per-call and churn against peers, and surface where margin is leaking today.
Discover communications-specific diagnostic
- Operational diagnostic across contact center, back office, and subscriber operations
- AI readiness assessment across people, process, systems, knowledge architecture, and governance
Build what the communications transformation requires
Design the future-state subscriber operation across channels, automation, and self-service with a business case finance and operations can defend.
Define requirements and business case
- Future-state requirements built from diagnostic findings
- Prioritized initiative roadmap with sequencing logic
- Business case with return on investment model
- Success metrics tied directly to subscriber satisfaction, churn, and cost-to-serve
Design architecture and experience
- Service design across subscriber journeys, contact center, and back office
- Future-state operating model
- Phased implementation plan with milestones and risk controls
Operate the model we designed together
Run the subscriber operation we designed, holding churn, contact-per-subscriber, and cost gains long after the engagement officially closes.
Deploy lead, land, and run
- Change and adoption management
- Benefits tracking measured against the business case
- Transition to steady-state communications operations
TESTIMONIAL
Firstsource CX strategy deliverable was super comprehensive and thorough, one of the best I have seen.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting company deliverable.
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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Start with discovery
- Rapid diagnostics: AI maturity mapped across your operations.
- Expedited benchmarking: Your position versus vertical peers.
- Fastracked roadmap: Where Kairos creates the most value, first.