Complaint closed is not the same as problem solved
We run regulatory complaints, billing disputes, and escalations on one operating model that closes the loop, feeds root-cause data upstream, and keeps the regulator off the phone.
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 complaints are the regulator's lever
Complaint volumes are climbing and resolution windows are tightening. Unresolved cases churn at materially higher rates than the general base.
Regulatory escalation
Elevated
Telecom complaint volumes have stayed at elevated levels across major regulated markets in 2025, with regulators signaling growing appetite for enforcement against providers that miss mandated resolution windows.
Ofcom Telecoms Complaints Report, 2025
FCR failure
Multi-contact
A significant share of telecom complaints requires multiple contacts before resolution. Each repeat raises the regulator-referral risk and compounds cost-to-serve for the operator.
Ofcom Technology Tracker, 2025
Churn linkage
Higher churn
Poorly handled complaints are a leading predictor of churn in telecoms. Dissatisfied complainants switch at materially higher rates than the general subscriber base.
Which? Telecoms Customer Satisfaction Survey, 2025
PROVEN OUTCOMES
What a root-cause complaint model actually changes
Live outcomes from regulated-industry complaint operations, with the operating model transferable to telecoms.
10-point
NPS lift
A large US telecom provider lifted NPS and reduced QA effort by 40% with GenAI-powered quality automation. The model audited 100% of complaint interactions.
90%
complaint reduction
A high-street bank transformed customer wexperience with root-cause feedback loops, AI-assisted triage and automated quality management drove the reduction.
>98%
case closure
Dedicated queues, audit-ready documentation and live SLA tracking kept cases moving and created a workflow suited to other regulated industries.
85%
forecasting accuracy
A regulated portfolio improved complaint forecasting accuracy to 85%. Predictive modelling helped teams plan against expected demand.
complaints and dispute management solutions
Complaints run as one operating model, end to end
One architecture from intake to root-cause feedback, with the regulatory clock encoded in every decision.
Every complaint carries a signal
We run intake and triage as an intelligence operation with AI-assisted classification that routes by complaint type, severity, and regulatory exposure from first contact. No complaint sits in a queue waiting to age past its mandated window.
- Omnichannel intake, unified record
- Real-time priority routing
- First-contact regulatory tagging
Regulatory complaints need a different operating discipline
Regulatory complaints run in a dedicated workflow: specialist agents, audit-ready documentation, defined response windows, and proactive regulator communication where needed. Cross-jurisdiction by design, not by exception.
Different disputes. Different resolution paths.
We drive dispute management end to end, from first acknowledgment through investigation, offer, and closure, with a single case record per dispute and no handoff loss. Billing dispute reconciliation runs platform-native, with AI-assisted triage flagging aging risk before SLA breach.
Escalations are process failures in disguise
We support escalation handling as a controlled path, not an ad hoc intervention: defined triggers, defined resolution authority, defined SLA. Executive correspondence is logged and closed.
Close the complaint and the cause
We run root-cause analysis as an operational process. Kairos sensors surface patterns across complaint categories, escalation triggers, and resolution paths. Findings feed agent training, product teams, and process owners, with complaint forecasting reducing breach risk upstream.
WHO WE SERVE
Every regulator sets a different bar. We build to clear yours.
Different operators face different rules and complaint pressures. Generic models fail under scrutiny.
Mobile OPerators
Mobile, built for churn and SIM-only economics
Operators carry acquisition-cost pressure, SIM-only commoditization, and constant re-engagement across contract renewal and churn. Firstsource runs sales, complaints, billing, and AI-led care for MNOs and MVNOs.
Broadband operators
Broadband and fiber, from order to first invoice
Broadband operators face overbuild saturation, take-up rate pressure, and provisioning complexity. Firstsource runs install completion, activation, billing operations, and complaints on digital-first delivery.
TV and Streaming
TV and streaming, retention over weeks
Pay TV and streaming subscriptions churn in weeks. Firstsource runs subscription management, win-back, billing, and AI-powered retention for satellite, cable, and IPTV operators.
Enterprise Service Providers
Enterprise providers, SLA-grade operations
Enterprise operators need multi-site account management and SLA-grade compliance. We run order management, billing, complaints, and technical support for enterprise fixed-line and data operators.
PROOF OF DELIVERY
Complaint performance, proven in live operations
Monitoring coverage, closure speed, and volume reduction. Each from a different live engagement.
100%
interaction monitoring
GenAI-powered QA scores 100% of complaint interactions against quality and regulatory compliance frameworks in near real time, replacing manual sampling.
86%
complaints closed
A global restaurant chain closed 86% of serious complaints within days, across a franchised operating model of comparable complexity to multi-brand conglomerates.
75%
fewer complaints
A major UK high-street bank cut complaints by a third in three years, driven by addressing root causes rather than accelerating case closure, on track for a 90% reduction in five years.
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
Complaint volume is rising. Regulator patience is not. Root cause is where it starts.
Response windows close when root causes close. We scope from your complaint operation and contract the outcomes.
- Regulatory queues, dispute lifecycle, and root-cause loop, single PMPM.
- Outcomes in the contract: response window, closure rate, volume reduction.
- 100% interaction monitoring and Complaint Classifier included from day one.