Subscribers cancel between seasons, not between bills
We connect acquisition, service, retention, billing, and community operations for publishers and streamers, with outcomes priced into the model.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
WHY THIS MATTERS
Subscription media is carrying a different cost of growth
Audience acquisition is harder, legacy revenue is shrinking, and every subscriber interaction now carries greater commercial weight.
Digital Publisher Traffic Crisis
43%
Publishers expect search traffic to fall 43% as AI Overviews and zero-click results weaken audience acquisition and retention.
Reuters institute research, media predictions, 2026
Print Ad Revenue Collapse
–7.2%
Magazine ad revenue fell 7.2% in 2025, with another 10.7% decline forecast as advertiser budgets shift to digital.
WPP Media Global Ad Forecast, December 2025
SUBSCRIPTION FATIGUE
41%
of consumers say streaming content is not worth the price, increasing cancellation risk as free alternatives compete for attention.
Deloitte 19th Annual Digital Media Trends, 2025
PROVEN OUTCOMES
Where the media operating model earns its keep
Real programs show how connected subscriber operations can shift revenue, retention, satisfaction, and cost.
NPS +60
subscriber satisfaction
Through AI-powered complaint handling and save-rate optimization, handling, save-rate optimization, and sentiment-led service design.
$55M
incremental revenue
Generated incremental revenue and $51M in savings over three years through analytics-led subscriber lifecycle management.
70%
optimized cost reduction
For a leading media organization by transforming retention operations across voice, email, and webchat.
18%
higher subscriber retention
Through broader value discussions and webchat across cancellation journeys and service channels.
DEEP DOMAIN SOLUTIONS
One solution or the full subscriber lifecycle. Choose where to start.
Each solution targets where cost, churn, and revenue loss sit on your book. Use one or run the full model on a single outcome-based contract.
Customer lifecycle
We provide end-to-end acquisition, stops handling, save desk, win-back, and account servicing through omnichannel delivery. AI scores churn risk before the conversation ends, and outcome SLAs are built into every engagement.
Learn more
CLIENT SPOTLIGHT
A renowned news brand cut operating costs by 40% while lifting retention above 60%
How a legacy publisher modernized customer engagement to reduce costs, improve service efficiency, and strengthen subscriber loyalty.
A major international news publisher was managing rising service costs and increasing pressure on subscriber retention.
Firstsource reimagined the customer engagement model, simplifying subscriber journeys, expanding digital interactions, and improving service effectiveness across channels.
The transformation improved service efficiency by 30%, increased automated resolution rates by 30%, and reduced customer abandonment to below 2%. Over five years, it delivered a 40% reduction in operating costs, creating capacity to invest further in subscriber retention.
Firstsource reimagined the customer engagement model, simplifying subscriber journeys, expanding digital interactions, and improving service effectiveness across channels.
The transformation improved service efficiency by 30%, increased automated resolution rates by 30%, and reduced customer abandonment to below 2%. Over five years, it delivered a 40% reduction in operating costs, creating capacity to invest further in subscriber retention.
+30%
IVR lifted
WHO WE SERVE
Different media models. Different subscriber economics.
The cancellation trigger, billing model, and save conversation differ for publishers and streamers. We build for each.
CUSTOMER STORY
Fewer calls. Same subscribers. Better experience.
How the UK's largest paid TV provider cut call volumes without cutting service quality.
30% reduction in call volumes for the UK's largest paid TV provider
Firstsource helped the UK's largest paid TV provider reduce call volumes by 30% through secure IVR payment options, in-app messaging functionality, and proactive updates on common issues, without reducing subscriber satisfaction or increasing cost-to-serve.
How we Deliver
Subscriber intelligence that compounds with every interaction
Kairos turns media domain knowledge into a durable operating asset across acquisition, retention, billing, and service, with 20+ years of expertise built in.
Transform
Rethink your subscriber operating model, the workforce, and the commercial construct. Built for the agentic era, not bolted onto the existing contact centre playbook.
Implement
The intelligence must be built into subscriber workflows and systems. Decisioning engines and agentic workflows are wired into production operations across acquisition, retention, and billing.
Operate
We underwrite and own the outcomes. A human-plus-AI workforce stands behind the numbers, getting smarter with every subscriber interaction.
TECH ENABLED
The technology ecosystem that ensures you own the intelligence
Copilots, decisioning engines, domain harnesses, and autonomous agents power the subscriber lifecycle, so the intelligence compounds inside your operation.
The models themselves
The models
The sentiment, propensity, fraud and moderation models behind the work — selected, fine-tuned and evaluated on your data as your data services partner.
Sensor and operations intelligence
The signal
The engagement, sentiment and content intelligence — across text, image and video — that flags churn, fraud and policy breaches in flight, the signal behind every next-best action.
Domain harness engineering
The judgment
25 years of broadcast, streaming and publishing expertise encoded as pre-built skills, playbooks and guardrails your agents inherit on day one , portable, no lock-in.
Where it starts
Operating-model and AI diagnostic
Most engagements start with a diagnostic that frames the value at stake across the lifecycle before anything is built.
CLIENT SPOTLIGHT
A leading UK TV subscription service lifted NPS by 14 points
How continuous operational insight helped improve customer experience and service performance at scale.
Traditional quality programs were providing a limited view of customer interactions and delaying opportunities for improvement.
Firstsource introduced a more proactive performance model, helping leaders identify service issues earlier, improve coaching effectiveness, and continuously refine the subscriber experience. NPS increased by 14 points, while operational performance improved through ongoing insight and action.
Firstsource introduced a more proactive performance model, helping leaders identify service issues earlier, improve coaching effectiveness, and continuously refine the subscriber experience. NPS increased by 14 points, while operational performance improved through ongoing insight and action.
+14 pts
NPS improvement
Capability Deep Dive for media
The specialist layers behind subscriber performance
Bring the right mix of experience, operations, technology, marketing, and advisory expertise to each part of the model.
Every contact is a retention decision
Outbound and inbound acquisition, trial-to-paid conversion, cancellation interception, and win-back operate as one integrated function. AI scores churn risk in session and routes high-intent cancellation calls to a specialist within seconds. A 40% save rate is sustained against a contracted benchmark of 28%.
Back office built for subscriber scale
We deliver workflow automation, reconciliations, order management, and finance operations for media businesses managing thousands of subscriber accounts, delivery schedules, and payment cycles.
Revenue lost to failed payments is recoverable
We manage subscription billing, dunning, failed-payment recovery, reconciliation, and dispute resolution as one integrated operation. Intelligent retry logic and compliance-aligned recovery are built into every payment journey, aligned with UK FCA Consumer Duty, DMCCA, GDPR, and the US FTC Click-to-Cancel Rule.
Kairos OS proven at peer media operators
Every media engagement runs on Kairos. AI-powered insights surface churn propensity, subscriber tenure, and payment history at the point of interaction, while intelligent workflows guide actions, streamline execution, and help teams optimize customer journeys before changes reach production.
Campaigns built on subscriber behavior
We deliver AI-powered campaign management, content operations, and marketing intelligence that connect editorial output to subscriber behavior at scale. Offer logic and segmentation are continuously tuned to live conversion patterns.
Proof of delivery
Real results from live publisher and streaming programs
Cost savings, revenue lift, and sales conversion improvement, each from a different live publisher or streaming engagement.
40%
five-year cost savings
A major US news publisher reduced operating costs through CX operating model redesign while strengthening subscriber retention, reinvesting savings into programs that improved customer lifetime value.
+27%
in team sales revenue
A global subscription media company increased sales revenue through a more effective customer engagement model, improving conversion performance across a large-scale customer operation.
£40M
incremental revenue
A large UK media group generated incremental revenue over three years by improving customer engagement, strengthening retention, and identifying new revenue opportunities across its subscriber base.
TESTIMONIAL
What partnership looks like in practice
The Philadelphia Inquirer on improving service quality, subscriber satisfaction, and commercial performance.
Firstsource assessed our current state, identified gaps and opportunities, and developed strategic recommendations to enhance quality of service, lower expenses, and increase revenue. Since launching in early 2024, our call center metrics and subscriber satisfaction have improved dramatically. Firstsource gives us far more than a service. They’re true strategic partners and an indispensable part of our organisation.
TRUST & COMPLIANCE
Compliance that never arrives late
UK and US regulatory requirements are built into every workflow from day one.
Regulation
UK GDPR / Data Protection Act 2018 · UK
FCA Consumer Duty · UK
Digital Markets, Competition and Consumers Act 2024 (DMCCA) · UK
Ofcom Broadcasting Code — Subscription and complaints handling · UK
CCPA — California Consumer Privacy Act · US
FTC subscription cancellation rules (click-to-cancel) · US
Certifications
ISO 27001 — Information security management
2025
SOC 2 Type II
2025
PCI-DSS — Payment Card Industry Data Security Standard
2025
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
Show us your subscriber numbers. We’ll build the model and commit to the outcomes.
Turn your subscriber stops data into a tailored operating model, with save-rate and retention outcomes written into the commercial.
- 20+ years in media operations
- Pricing tied to save rate, retention, and revenue retained.
- Agentic workflows, customer intelligence, and conversational IVR.