Most revenue programs find the leak after it has left
We run billing, payments, AML/KYC, revenue assurance, and collections on one operating model, with leakage detection live and recovery sequencing propensity-scored, not volume-dialled.
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
Where revenue is leaving operator P&Ls
Billing errors and slow collection cycles drain margin that the operating model is supposed to protect. Self-serve gaps make it worse.
Billing leakage
$25B+
in annual revenue is lost to billing errors, provisioning mismatches, and assurance gaps across global telecoms. The number is not the loss in any one operator. It is the structural prize for running assurance as an operation, not an audit.
TM Forum, revenue assurance solution suite
Collections gap
20%+
of US consumers have a telecom-related debt in collections on their credit record, per the CFPB. The addressable book is larger than most operators budget for, and legacy volume-dialling is not closing it.
CFPB, Telecommunications debt collection
Self-serve
92%
of subscriber payment accounts resolve via digital self-serve when the payment journey is designed for omnichannel and not defaulted to voice. The cost case is the difference between resolution at the portal and resolution at the agent.
(internal data - need verification) Firstsource iLev platform data, 2025
PROVEN OUTCOMES
What an integrated revenue model actually shifts
Live outcomes from revenue operations and collections engagements across broadband, streaming, and adjacent regulated industries.
$1.15M
customer saves
Leading US multinational communications operator recovered the value of 4,500 customer saves worth $1.15 million through a combination of copilot assited outreach and self-cure digital options.
+15%
net yield
Optimized subscription media collections for a leading streaming provider cut operating cost by 35% on the same book of accounts. Propensity scoring, not headcount, drove the curve.
+7%
payment rate
A leading APAC telecommunications operator lifted payment rate through combined billing support, financial assistance process redesign, and digital channel deployment.
$600M+
recovered annually
Across the communications collections portfolio, more than $600M in subscriber balance is recovered annually with propensity segments and personalized templates.
Revenue Operations Solution Deep Dive
Revenue operations and collections, one operating model
Billing, payments, compliance, assurance, and digital-first collections as a single architecture, with leakage detection live and recovery propensity-scored.
Billing errors are a revenue problem first
We manage end-to-end billing operations across residential, SMB, and enterprise subscriber bases, including invoice generation and validation, dispute resolution, credit management, and account reconciliation. SLA-bound error tracking, multi-system billing support, and rapid adaptation to tariff and product changes help prevent revenue leakage before it impacts the business.
Payment friction is hidden revenue leakage
We run payment operations across digital and assisted channels: online, SMS, IVR, and agent. Failure recovery sequences are propensity-scored and channel-optimized before they escalate to collections. Ninety-two percent self-serve resolution on the iLev digital payment journey.
- Refunds and adjustments in SLA
- Channel-optimized escalation
- Pre-collections recovery
Assurance built into operations, not bolted on
Identity verification, risk scoring, and ongoing monitoring sit inside the workflow at onboarding and review. Revenue assurance runs as process mining on billing, provisioning, and receivables. Leakage encoded back into domain intelligence.
- Process mining on billing flows
- Revenue leakage detector agent for anomalies
- Real-time anomaly detection
- Findings encoded into Kairos OS
Pre-charge-off and post-charge-off on one operating model
Our proprietary platform unifies the pre- and post-charge-off book. Propensity-scored segmentation dispatches outreach by ability and intent before first contact.
- Multiple propensity segments
- Personalized templates
- Real-time portfolio visibility
- Integration to billing and CRM platforms
- Pre- and post-charge-off coverage
- $600M+ annual recoveries
Debt recovery is a data problem
An intelligence engine builds payment plans the customer can sustain. 10%-20% cost reduction per pound or dollar collected versus the volume-dialling benchmark. Conduct rules encoded into every decision.
- SMS, email, chat, voice
- Propensity-triggered cadence
- Arrangement Optimizer agent
- Self-serve payment portal
- 10-20% cost per $ improvement
- 100% audit via GenAI
Customer Story
A US multinational rebuilt its collections model. The book held.
How a combined agent-led and digital self-cure model turned a delinquent book into a retention play, not a write-off.
A legacy collections approach was increasing costs and accelerating avoidable customer attrition.
Firstsource transformed the customer engagement model, leveraging propensity segmentation, and digital-first outreach, among others, to help more customers stay on track while reducing servicing effort.
The program delivered 4,500 account saves and retained $1.15M in portfolio value.
Firstsource transformed the customer engagement model, leveraging propensity segmentation, and digital-first outreach, among others, to help more customers stay on track while reducing servicing effort.
The program delivered 4,500 account saves and retained $1.15M in portfolio value.
WHO WE SERVE
From AltNets to MNOs, one revenue operation behind all of them
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 commoditiszation, and constant re-engagement across contract renewal and churn. Firstsource runs sales, complaints, billing, and AI-led care for MNOs and MVNOs.
Broadband Providers
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 not quarters
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 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
Self-serve closed it. Propensity lifted it. The portfolio proved it .
Digital self-serve, propensity-based recovery, and portfolio-scale collections. Each from a different live engagement.
92%
digital self-serve
Subscriber payment accounts resolve via digital self-serve when the payment journey is designed for omnichannel. Voice layered in only where it adds value, not as the default channel.
~20%
recovery
Recovery amount per delinquent account lifts 15-20% versus legacy volume dialing when propensity scoring and digital-first sequencing run the outreach. Same book of accounts, different operating model.
$600M+
recovered annually
Across the CMT collections portfolio, more than $600 million in subscriber balance is recovered annually with multiple propensity segments and personalized templates, compounding outcomes.
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
Revenue leaving the book. Collections still on the dial. The gap is where the model starts.
The widest gap in your book is where the operating change starts. Recovery lift, leakage detected, and cost per collected are contracted from day one.
- Billing, AML/KYC, assurance, and collections on one PMPM.
- Outcomes in the contract: leakage detected, recovery lift, cost per $ collected.
- iLev, Arrangement Optimizer, and 100% interaction audit included.