Most acquisition programs win the sale and lose the subscriber
We run awareness-to-consideration and order-to-activation as one operating model so the acquisition spend reaches an activated customer instead of an onboarding queue.
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
What is breaking acquisition unit economics
Acquisition spend is rising while the activation funnel leaks. The churn that follows is hidden behind switching inertia.
Onboarding loss
~35%
of new customers are lost during the onboarding journey, before they have experienced the service. Twenty-five percent experience issues before going live. The acquisition budget is spent and the subscriber never activates.
INCA Summit 2025, CX Design Panel,
Inertia masking churn
39%
of broadband customers do not switch provider despite dissatisfaction, not from loyalty but because switching is inconvenient. Acquisition is therefore not only about winning new customers but about giving dissatisfied ones a reason to move.
INCA Summit 2025, ISPreview UK 2025
Sales-conversion gap
~8%
revenue increase achievable when AI-powered personalization and next-best-experience decisioning replace legacy outbound and generic segmentation in telco sales. Operators running volume-dial on broad segments leave this on the table.
McKinsey, Next Best Experience, 2025
PROVEN OUTCOMES
What an integrated acquisition model actually delivers
Live outcomes from acquisition engagements across telco, broadband, mobile, and pay TV operators.
+24%
sales conversion
A subscription platform lifted sales conversion through personalized digital engagement at the point of acquisition, with persona-led targeting and propensity scoring embedded in every interaction.
~20%+
cross-sell acquisition
A leading telecom and media operator more than doubled cross-sell during non-sales calls by embedding acquisition logic into every service interaction. Service-to-sales runs as a single coached workflow.
30%
IVR deflection
A major communications provider shifted thirty percent of voice acquisition contacts to digital messaging while lifting customer satisfaction by 7 percentage points, cutting cost per acquired customer.
~30%
pitch rate
GenAI sales coaching lifted inbound pitch rates while delivering twenty-seven to thirty-two percent operating cost reduction across the same acquisition floor, alongside NPS score improvement.
Customer Acquisition Solutions
Acquisition runs end to end, on one operating model
Awareness-to-consideration and order-to-activation as a single architecture, on a single PMPM, with sales conversion and activation outcomes in the contract.
Every prospect conversation is a compliance event
We run new customer acquisition across inbound and outbound voice, digital, and chat, with persona-led targeting, propensity scoring, AI-driven outbound sequencing, and credit and identity verification built into the qualifying step. The conversation closes with the order capture handed off cleanly to provisioning, with no rework loop.
- Credit limit checks and underwriting
- AI coach and sales co-pilot
- Compliance encoded in the workflow
Order completion is acquisition completion
We run order capture and provisioning end to end: order entry, order fallout management, backorder handling, number porting, SIM and eSIM activation, broadband provisioning, and proactive activation. Kairos sensors flag fallout before it ages and route it to a single case owner, not a queue.
Win at onboarding, not just at signature
We run activation and onboarding across welcome contact, kit setup, account configuration, and first-use coaching. Digital-first by design, voice layered in only where it adds value. Ninety-five percent onboarding success and happy-path activation rates with a 4.8 Trustpilot benchmark.
Service calls that close the next sale
We embed cross-sell and upsell into every inbound touch, propensity-scored, timing-governed, and coached by Sales Co-pilot. Service interactions become revenue moments without a hard pitch. In production, we have seen, material lift in cross-sell on non-sales calls; up to 80% service-to-sales conversion in specific programs.
Enterprise acquisition fails at a different point
We run B2B sales support across data acquisition and lead identification, broker and dealer channel handling, proposal configuration support, and provisioning handoff. Deals lost in the proposal or the configuration stage are surfaced upstream by Kairos, not at month-end.
WHO WE SERVE
A national mobile operator does not run like an AltNet. We build for the difference.
Each operator type runs under its own regulators, margin pressures, and competitive logic. Generic models do not survive that.
Mobile operators
Mobile, built for churn and SIM-only economics
Mobile 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
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 week
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 Providers
Enterprise providers, SLA-grade operations
Enterprise CSPs need multi-site account management and SLA-grade compliance. Firstsource runs order management, billing, complaints, and technical support for enterprise fixed-line and data operators.
PROOF OF DELIVERY
The acquisition proof from conversion to channel shift
Pitch rate, activation success, and digital channel shift. Each from a different live engagement.
3X
sales velocity
A leading pay TV provider tripled sales volume from the same acquisition team after GenAI identified the pitch moments being missed. Same team, three times the conversion, no headcount addition.
95%
onboarding success
A digital-first onboarding model delivered 95 percent onboarding success and happy-path activation rates on a Trustpilot benchmark of 4.8, with 80 percent of routine queries handled touchless.
30%
IVR deflection
A major communications provider shifted thirty percent of acquisition contacts to digital messaging with CSAT up seven percent, cutting cost per acquired customer without a platform migration.
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
Helping a British retail conglomerate launch new financial services by deploying a tailored CRM solution while enhancing customer engagement and collections
A prominent British retail conglomerate, renowned for its diverse portfolio of leading brands across multiple sectors, faced significant challenges during the launch of a new financial services product due to the lack of an existing internal CRM platform. Despite a rapidly expanding customer base, the organisation struggled to provide efficient service to an increasing number of queries, particularly those related to customers in arrears.
INSIGHTS
Sales spend rising. Activation funnel leaking. The gap is in the handoff.
Acquisition model gaps sit in the handoff between sales and activation. The fix is scoped from your funnel and the outcomes go into the contract.
- A2C and O2A on one operating model, single PMPM.
- Outcomes in the contract: sales conversion, activation success, cost per acquired.
- AI Coach and Sales Co-pilot included from day one.