1 in 3 telco orders falls out before activation. We stop the fallout.
Precision back-office operations for global telco leaders deliver compounding outcomes across the globe.
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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
Why operator back offices keep leaking margin
Manual workflow and exception handling are where communications and media back-office margin disappears. These are the pressures making it worse.
Order fallout
~30%
of telco orders fall out before activation
This turns every fallout into both a cost event and a customer experience failure.
TM Forum, Order Management Benchmark
Revenue leakage
~3%
loss of annual revenue due to billing errors
Promotion over-application, and dispute resolution that arrives too late.
Analysys Mason, Revenue Assurance in Telecoms
Document volume
~80%
of back-office volume is unstructured
Cost is not extraction but exception management. The intake platform is the operating constraint.
Everest Group, Intelligent Document Processing
PROVEN OUTCOMES
What a precision back office actually shifts
Live outcomes from back-office operations across global telco and media engagements.
~40%
cost reduction
Major European cable, broadband, and satellite TV operator achieved above 40% cost reduction, alongside ~30% AHT reduction.
~10 point
NPS lifted
For a cable and satellite TV operator, NPS lifted and quality scores improved 10 to 15%, with speed-to-competency up 25%.
~40%
reduced errors
Agentic bill verification cuts billing errors via automated cross-checks, with 60 to 70% of billing enquiries resolved autonomously.
~60%
lower TechOps cost
Managed TechOps services delivered up to 60% cost reduction on in-scope back-office and network operations workflows.
Intelligent Back Office Solutions
The back office runs as one agentic operation, not four separate queues
Document intake, order and provisioning, billing assurance, revenue assurance, and service requests on one stack.
Every document, structured at the door
A tech-first approach streamlines handling multi-format, multi-language intake of service agreements, identity forms, invoices, regulatory submissions, and customer applications. AI extraction and enrichment run inline, with exception rate monitored as the automation-readiness signal.
Fallout reduced before activation
Order management is taken care of end-to-end. Every fallout case is treated as a cost event and a customer experience failure, not a queue item.
- Product catalogue validation
- Eligibility and serviceability
- Fallout classification
- Porting and activation
- Provisioning exceptions
- Order-to-activation tracking
Agentic audit, inline
We take an agent+human approach to running billing operations and audits across the receivables book, with credits, promotions, and refunds processed under full audit trail. Leakage is identified at source, not at the dispute desk.
- Agentic bill verification
- Promotion and credit audit
- Refund processing
- Dispute resolution
Leakage closed as a data discipline
Business intelligence and decision-science engines scan for revenue leakage, with anomaly detection on usage patterns and revenue lines. The fix is in the workflow, not a quarterly clean-up.
- Rating and billing reconciliation
- Settlement assurance
- Decision-science engines
- Quarterly leakage close-out
Service requests treated as the workflow
Account modifications, port requests, contract changes, plan upgrades, and compliance submissions run as designed workflows, not exception queues. Service-request volume becomes the throughput signal, not the cost surprise.
- Sales-floor back-office
- Provisioning workflow
CLIENT SPOTLIGHT
Rebuilding back office for margin efficiency
Cost, quality, and NPS were all under pressure. One operating model fixed all three.
A major cable, broadband, and satellite TV operator was managing a complex mix of customer and back-office operations while facing pressure on costs, service quality, and customer satisfaction
Firstsource redesigned the end-to-end operating model across customer and back-office functions, removing process silos and enabling faster, more accurate execution across billing, order management, and service operations. Cost reduced by more than 40%, AHT fell 30%, NPS improved by 7–10 points, and sales conversion increased by 5–10%.
Firstsource redesigned the end-to-end operating model across customer and back-office functions, removing process silos and enabling faster, more accurate execution across billing, order management, and service operations. Cost reduced by more than 40%, AHT fell 30%, NPS improved by 7–10 points, and sales conversion increased by 5–10%.
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~10
increase in NPS points
WHO WE SERVE
Your operator type determines where the back-office margin leaks
Billing structures, order complexity, and fallout patterns differ across every operator type. We build for yours.
Broadband Providers
Broadband providers
We support order fulfilment, provisioning support, billing reconciliation, and regulatory compliance processing for cable and fibre operators at subscriber scale.
Mobile Operators
Mobile operators
We support number porting, SIM lifecycle management, roaming settlement, and billing dispute resolution across prepaid and postpaid at volume.
AltNet Providers
AltNet providers
We provide back-office operations built to grow with the operator, from early-stage order processing to full billing and compliance administration as scale increases.
Enterprise Providers
Enterprise and B2B providers
We support contract management, invoice processing, SLA reporting, and enterprise account administration across fixed-line, managed services, and cloud connectivity products.
PROOF OF DELIVERY
The proof is global. So is the operation.
European cost-out, US automation, and billing assurance. Each from a different live engagement.
~10%
sales conversion lift
On the European contact center operations, sales conversion improved 5% to 10% on the same back-office base, alongside above 40% cost reduction.
40%
call handling cut
A US telecommunications and mass media conglomerate cut call handling time 40% and processed 1.6 million-plus bot transactions a year, with $6.7M of annual savings.
~70%
resolutions
Agentic workflows resolve 60% to 70% of billing enquiries autonomously, with credits, promotions, and refunds processed under full audit trail.
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
Building a strong foundation for growth: how a leading dental plan transformed operations with strategic partnership
Discover how a leading dental plan partnered with Firstsource to transform operations, reduce costs, improve CSAT, and enable scalable growth through AI and a hybrid delivery model.
Contact Us
Back office is where margin gets made. Start with where yours is leaking.
Fallout, billing errors, and exception queues compound when they sit on separate models. One operating stack changes where the margin goes.
- Document intake to service requests, one stack.
- Cost, AHT, NPS, and leakage closure in the contract.
- Sympraxis, agentic verification, and Kairos OS included.