Most subscriber operations run as five queues, not one model
We run multichannel service, account servicing, technical support, field operations, and self-service deflection on one operating model, with the Kairos engine routing every interaction in context.
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 subscriber operations keep leaking margin
Onboarding is leaking and churn is accelerating. Field cost keeps climbing on the same operating model that caused both.
Onboarding drop-off
~34.9%
of new subscribers are lost during the onboarding journey before the service is live. A further twenty-five percent experience issues before going live. The acquisition budget is spent and the subscriber never activates.
INCA Summit 2025, CX Design Panel, ISPreview UK 2025
Subscriber churn
~35%
of consumers globally have switched their primary broadband or mobile provider in the last 12 months, driven by price sensitivity and service quality failures. Retention runs on the operating model, not on the offer.
Ericsson ConsumerLab Global Trends Report, 2025
Field cost trap
25%
Of consumers globally have switched their primary broadband or mobile provider in the last 12 months. Price and service quality are driving it. Retention runs on the operating model, not on the offer.
Aquant, 2025 Field Service Benchmark Report
PROVEN OUTCOMES
What an integrated subscriber model actually delivers
Live outcomes from subscriber operations engagements across cable, broadband, pay TV, and mobile.
30%
voice channel deflection
A leading pay TV provider deflected voice contacts to digital messaging while running concurrent chats per customer specialist lifting throughput.
40%
truck roll reduction
A major US telecom and media company cut incorrect truck rolls through real-time GenAI- troubleshooting adherence, saving $1-2M in avoidable field dispatch per engagement.
50%
cost-to-serve cut
A leading European cable, broadband and satellite TV operator cut cost to serve across operations, through AI coaching, automated QA, and intelligent automation.
95%+
onboarding success
A digital-first activation model holds onboarding success and happy-path activation rates, with 80% touchless query resolution and a 4.8 Trustpilot benchmark.
Subscriber Operations Solution deep dive
One AI-powered engine runs the full subscriber operation
Single operating context per subscriber, from first contact through field dispatch and self-serve deflection.
One model across every channel
We run unified subscriber care across voice, chat, email, SMS, social, and async messaging on one operating model.
- Unified queue and case record
- GenAI agent assist live
- Sentiment-signal routing
- 100% quality coverage
- Sales-through-service embedded
One team, full lifecycle visibility, audit-ready compliance
Account servicing runs from first activation through every plan change, billing query, complaint, and save: onboarding, roaming activation, block and unblock, account changes, save and win-back, complaint intake. Lifecycle stage tracked from Onboarding through Support to Revenue Assurance and Retention.
Resolution before dispatch, on the call
We resolve connectivity, VoIP, broadband provisioning, and device issues through tier 1 and tier 2 troubleshooting supported by an agentic AI helpdesk for registration, validation, triage, appointment management, and customer education. Autonomous remote resolution, AI VR video calls, and live digital diagnostics enable dispatch decisions to be made during the call.
Field P&L won at the dispatch decision
We support provisioning, smart field routing, real-time jeopardy management, demand forecasting, and smart routing via apps.
- 30-40% truck roll reduction
- Provisioning end to end
- Order fallout management
The cheapest contact is the one avoided
We reduce avoidable contacts through an integrated digital containment stack that combines visual IVR, conversational IVR, virtual assistants, agentic AI for complex queries, chatbots, asynchronous messaging, and in-app self-service. Live deployments have achieved 60% to 70% unassisted resolution and up to 80% touchless query resolution.
Customer spotlight
Move dispatch decision to a call; $11M saved
How autonomous remote troubleshooting and AI-guided diagnostics replaced the default-dispatch model on subscriber technical support.
Technical support operations were dispatching field engineers to issues that could often be resolved remotely, creating unnecessary costs and inconsistent customer experiences.
Firstsource redesigned the support model to improve issue resolution at the point of contact and increase remote remediation rates.
Truck rolls fell 40%, compliance issues dropped 79%, and the program delivered $11M in annualized cost savings.
Firstsource redesigned the support model to improve issue resolution at the point of contact and increase remote remediation rates.
Truck rolls fell 40%, compliance issues dropped 79%, and the program delivered $11M in annualized cost savings.
WHO WE SERVE
The churn dynamics are yours. The operating model is ours.
Each operator type carries different churn dynamics, field cost structures, and regulatory obligations. Generic models fail at the first exception.
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 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 Services
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 Providers
Enterprise providers, SLA-grade operations
Enterprise operators 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
Subscriber operations built to protect margin across the lifecycle
Digital deflection, field cost reduction, and digital-first activation, each from a different live engagement.
10:1
chat to voice
Ten concurrent chats per agent against one concurrent voice call, lifting throughput. Voice queue size shrinks because chat becomes the default channel, not the fallback one.
70%
unassisted resolution
Contacts were resolved without a human intervention through visual IVR, conversational IVR, virtual assistant, agentic AI, and in-app self-serve when the digital containment stack is integrated.
25%
speed to competency
Speed to competency improved on a large subscriber operations engagement through AI coaching and automated quality management, on the same six-site delivery model.
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
Onboarding leaking. Field cost climbing. The gap is in the handoff.
Subscriber operations gaps sit in the handoff between service, technical support, and field dispatch. The fix is scoped from your model and the outcomes go into the contract.
- Service, account, technical support, field, and deflection on one PMPM.
- Outcomes in the contract: FCR, truck rolls, unassisted resolution, NPS.
- GenAI agent assist, 100% QA coverage, and Kairos engine included.