Streaming subscribers cancel between seasons, not between bills
Firstsource runs subscriber operations behind leading TV and streaming operators across acquisition, billing, care, and win-back.
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
Cancel velocity is outrunning win-backing
Every pressure on the streaming P&L lands on the same subscriber lifecycle. These are the ones moving fastest.
Cord cutting
5.8%
US pay-TV subscribers fell 5.8% year over year in Q3 2025, as traditional video subscriber bases keep shrinking each quarter.
Leichtman Research Group, Q3 2025
Household sharing
1 in 6
US streaming users say their subscription is paid for entirely by someone else. Account sharing remains a live monetisation issue even after platform crackdown programs.
Kantar, US Video Streaming Market, 2025
Content cost
$126B
Global content spend by major media and tech companies reached $126 billion in 2024. Rights costs climb faster than subscriber revenue, compressing the streaming P&L.
Ampere Analysis, Content Spend Forecast, 2025
PROVEN OUTCOMES
What a content-rotation subscriber operation actually shifts
Subscriber operations for TV and streaming operators, run digital-first, scaled in weeks not quarters.
10
weeks
For a major satellite TV and broadband operator, Firstsource ramped up messaging agents in 10 weeks. Speed converts to retention.
3X
sales growth from inception
GenAI sales coaching identified pitch-rate patterns across multiple agents and tripled sales performance, while CSAT held throughout the program.
79%
compliance issues reduced
100% of conversations audited via GenAI speech-to-text, cutting compliance incidents by nearly four-fifths and lifting NPS by 10 points on the same program.
>40%
cost to serve reduction
A global operating model across six sites and three countries delivered above 40% cost reduction, with NPS up 7 to 10 points and AHT down 25 to 30%.
DEEP DOMAIN SOLUTIONS
Content windows close fast. The operation behind them cannot.
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 timed to content
Streaming acquisition runs on content windows, not tariff cycles. Firstsource manages subscriber acquisition, trial conversion, and intent-to-active workflows across voice, digital, and messaging, timed around the content calendar.
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Subscriber care, for every channel
We handle billing queries, pause and cancel requests, device support, and content access issues across messaging, chat, and voice, with AI-assisted triage and 100% GenAI quality monitoring on every interaction.
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CLIENT SPOTLIGHT
120,000 conversations; 82% CSAT
How a UK satellite TV and broadband operator stood up a digital care channel at scale.
A leading UK broadband and satellite TV company needed to move subscriber care from voice-first to messaging without losing satisfaction or compliance ground. Inbound call volumes were rising faster than the voice estate could absorb.
We ramped up their messaging agents in 10 weeks and stood up the operating model behind them. The channel now deflects 30% of IVR calls, handles more than 120,000 conversations a week, and holds CSAT at 82%.
We ramped up their messaging agents in 10 weeks and stood up the operating model behind them. The channel now deflects 30% of IVR calls, handles more than 120,000 conversations a week, and holds CSAT at 82%.
120,000
conversations
Capabilities
The subscriber lifecycle, run as one operation
These are the horizontal capabilities applied across TV and streaming subscriber operations, whichever lifecycle stage an account sits in.
Acquisition timed to the content window
We drive subscriber acquisition through campaign execution, propensity-scored outreach, AI-assisted channel sequencing, targeted demand generation, and win-back programs, aligning every interaction with the content calendar. Trial conversion and intent-to-active workflows are designed for streaming economics rather than tariff cycles.
- Win-back programs
- Demand generation
Move volume off voice without losing CSAT
We shift routine subscriber contacts to messaging-first care through chat, in-app support, IVR deflection, real-time agent assist, and 100% GenAI quality assurance, while reserving voice for escalations. For a UK satellite TV and broadband operator, 30% of IVR calls now deflect to messaging at 82% CSAT across more than 120,000 conversations each week.
Recover the balance, keep the subscriber
Propensity scoring across multiple segments routes every account by ability and intent to pay. Self-serve payment plans and digital-first outreach cure accounts before disconnection.
Catch errors before they become cancels
We prevent revenue leakage through agentic verification of content rights billing, bundle change operations, pause-versus-cancel workflows, and dispute handling. Revenue assurance catches billing errors before they reach the P&L, reducing avoidable cancellations and improving billing accuracy.
Streaming domain rules encoded in every decision
Kairos encodes churn propensity models, billing dispute logic, and cancel-interception rules as domain intelligence. Copilots work with HITL and HOTL under Progressive Trust governance with audit-ready logging.
- Churn Predictor
- Cancel Interceptor
- Billing Validator
- Complaint Classifier
- 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 operate your subscriber business, not advise from the sidelines.
- Built around your content cycle and devices, not a generic care model.
- Pricing is tied to retention and recovery outcomes, not headcount.