Mobile churn is decided in the renewal moment, not the contract length
Firstsource runs acquisition, service, sales and recovery for mobile operators so ARPU compounds and subscribers stay past the next upgrade.
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
Affordability strain, faster porting, and slower 5G monetization are reshaping where mobile operators win or lose subscribers.
Affordability strain
5.3M
UK households—roughly 23%—struggle to afford their phone and broadband services, a level Ofcom describes as a record. Affordability pressure reaches deep into the mobile subscriber base.
Ofcom, Affordability of communications services
Global affordability gap
60%
Mobile broadband remains unaffordable in around 60% of low- and middle-income countries. Affordability shapes who stays on contract and who slips into prepaid, arrears, or churn.
ITU, Facts and Figure
5G monetization lag
37%
Mobile connections globally were on 5G at end-2024, yet ARPU uplift remains modest in most markets. The monetization gap is widening between operators packaging well and those not.
GSMA Intelligence, The Mobile Economy
PROVEN OUTCOMES
What a mobile sales-and-service operation transforms
Service-to-sales coaching, GenAI quality assurance, and digital channel shift on live mobile programs.
$40M
revenue
uplift on one program after sales-through-service coaching and pitch-timing tools lifted inbound cross-sell by 122% for a leading global mobile network operator.
10 pts
NPS
lift on a US mobile program after GenAI quality assurance across 100% of contacts replaced 1% to 3% manual sampling, reducing QA effort by 40%.
30%
voice deflection
to digital channels for a North American mobile and multiplay program through conversational AI and messaging, lifting CSAT scores by 7 points.
DEEP DOMAIN SOLUTIONS
ARPU compounds when the operation behind it does
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.
Acquisition, porting, and onboarding
Mobile acquisition runs on propensity scoring, AI-driven campaign optimization, and sales-through-service. Firstsource manages new connect, MNP, plan migration, and welcome journeys on one universal-agent model.
Learn more
Subscriber care and account management
Billing queries, plan changes, device support, and complaints handled across voice, messaging, chat, and social, with AI-assisted triage and 100% GenAI quality monitoring on every interaction.
Learn more
CLIENT SPOTLIGHT
Cross-sell lifted +2X. $40M in revenue on one program.
How service interactions were transformed into a scalable revenue channel through data-led sales enablement.
A leading global mobile network operator sought to unlock incremental revenue from its inbound service estate without increasing headcount or disrupting existing CRM systems. Firstsource enabled a structured sales-through-service model using AI-supported coaching, guided offer orchestration, and authenticated selling across the agent base. This led to a significant uplift in cross-sell performance, with conversion rates more than doubling, and delivered $40M in combined sales and retention value over the course of the program.
$40M
revenue uplift
Capabilities
Mobile subscriber operations, run as one model
From first connection to final balance, the same operating layer applies across every stage of the mobile subscriber lifecycle.
Turn service contacts into revenue
We convert inbound service interactions into acquisition and retention revenue through AI sales coaching, propensity-scored outreach, pitch-timing tools, authenticated selling, and targeted win-back programs, improving ARPU and increasing cross-sell rates from 9% to more than 20% on a live mobile program.
100% of interactions quality-checked
We improve every mobile interaction through GenAI copilots, AI-assisted triage, and 100% automated quality assurance across omnichannel care, replacing 1% to 3% manual sampling with full quality coverage. The approach has increased NPS by 10 points on a live US mobile program while strengthening regulatory complaint handling.
Segmentation before the first contact
We segment accounts by ability and intent to pay before any outreach, while iLev CRM manages every interaction from pre- to post-charge-off in a single audit-ready record. Self-serve payment plans and compliant workflows support more than $600 million in annual recoveries and deliver 15% to 20% higher recovery rates.
Billing errors caught before they become disputes
We strengthen revenue assurance through agentic bill verification and dispute resolution across the subscriber base, supported by credit limit management, visual IVR bill explanations, and fraud monitoring. Live deployments have reduced billing errors by 30% to 40% and enabled 60% to 70% autonomous resolution of routine billing queries.
Mobile domain rules encoded in every decision
Kairos encodes tariff logic, churn propensity signals, and compliance parameters as domain intelligence. Copilots work with HITL and HOTL under Progressive Trust governance with audit-ready logging throughout.
- Churn Risk Scorer
- Sales Co-pilot
- Truck-Roll Qualifier
- Billing Dispute Resolver
- Progressive Trust governance
- Audit-ready logging
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
Cancels compound. So does win-back, done right.
The first conversation is scoped from your subscriber base and channels. Retention and recovery follow from there.
- We diagnose and run subscriber operations, not just advise.
- Built around your content cycle and devices, not a generic model.
- Pricing tied to retention, recovery, and outcomes, not headcount.