Streaming & Media
Streaming & Media BPO Services | Support for OTT and Subscription Video
A streaming service lives and dies on two moments: the night a hit drops and everyone tries to watch at once, and the moment a subscriber decides the monthly charge is not worth it. The contact center sees both first — the buffering complaints during a premiere, and the cancellation click that a good save conversation can still reverse.
Global Empire Corporation runs subscriber support, billing and technical troubleshooting for streaming and media brands — handling the launch-night surge, the device and playback problems that look like tech support because they are, and the churn saves that keep a subscriber for another month.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Churn Is the Whole Business, and It Is Won on the Support Line
Subscription video is a retention business dressed as a content business. Acquiring a subscriber costs far more than keeping one, and the moment of highest risk — the cancellation attempt — arrives at the contact center as a save opportunity that a trained agent converts and an untrained one waves through.
We staff cancellation and billing contact as a retention function with real save offers and the judgement to use them, not as a queue that processes the cancellation the customer asked for. The playback and device problems that drive frustration get resolved rather than deflected, because a subscriber who cannot watch is a subscriber who cancels.
- Cancellation and billing contact handled as a retention function with real save conversations
- Playback, buffering and device troubleshooting resolved rather than deflected to a help article
- Launch-night and premiere surge planned in advance rather than survived
- Content, availability and regional-rights questions answered accurately, not guessed
For OTT platforms, streaming services and digital media brands
Streaming Support Services We Deliver
Subscriber & Account Support
Sign-up, login, profile, household and subscription-tier questions handled in your systems, so an account problem does not become a cancellation.
Billing & Payment Recovery
Failed-payment recovery, billing disputes and plan changes worked as revenue protection, because an expired card should not cost you a subscriber.
Playback & Device Troubleshooting
Buffering, quality, app and smart-TV device problems diagnosed against your supported-device matrix rather than sent to an article.
Churn Saves & Retention
Cancellation contact handled with your save offers and the judgement to apply them, turning a cancel click into a retained month.
Launch & Premiere Surge
Surge capacity for the nights a major release drives volume and playback complaints past what a baseline team can absorb.
Content & Rights Enquiries
Availability, regional-rights and catalogue questions answered accurately, because a wrong answer about what a subscriber can watch erodes trust.
How a Streaming Support Program Runs
From scoping the save playbook to handling the launch-night surge.
Scope & Save Playbook
We agree what agents may do on a cancellation — the offers, the thresholds, the judgement — so retention is a controlled function rather than an improvisation.
Device & Systems Setup
Agents are set up in your billing and support systems and trained on your supported-device matrix, so troubleshooting is grounded in what you actually support.
Knowledge & Content Training
A knowledge base built from real subscriber contacts and kept current with your catalogue and rights, so answers are accurate rather than guessed.
Pilot & Calibration
Launch on a defined slice with daily quality review, calibrating the save conversations and the troubleshooting before the whole program moves.
Scale & Surge Planning
Expand where quality holds, with a surge plan agreed for premieres and launches so the busy nights are planned rather than survived.
Related services
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Frequently asked questions
Can outsourced agents really handle churn saves well?
Yes, if the program is built for it. Churn saves are a controlled retention function: agents work from your save offers, thresholds and judgement rules, and are measured on retained subscribers rather than on closing the queue. Handled that way, a trained team saves a meaningful share of cancellations that an untrained queue would simply process. The failure mode is treating cancellation as an administrative task rather than a save opportunity — so scope the save playbook and measure retention, not handle time.
How do you handle launch-night surge?
By planning it before the release, not improvising during it. A major premiere drives both raw volume and a spike in playback complaints at once, so the program defines surge triggers, prioritisation, and how much can be absorbed by self-service and status messaging versus live agents. Streaming surge is predictable — you know when the big releases land — which is exactly why there is no excuse for being caught short. Ask a provider how it staffs a premiere night.
Is streaming support technical support?
Partly, and the part that is matters. Playback, buffering and device problems are genuine troubleshooting against a supported-device matrix, and resolving them rather than deflecting to an article is what keeps a frustrated subscriber from cancelling. A provider that treats streaming support as pure account service will deflect the technical contacts and lose the subscribers behind them. The program needs real device and app troubleshooting alongside the billing and account work.
How is subscriber data protected?
Through the same discipline as any program handling payment and personal data: defined access controls, screening, a clear position on where data is processed and stored, and contractual accountability. Streaming billing touches card data, so the payment-security expectations apply. A provider should describe its controls to your security team's standard at proposal stage. Confirm the specific obligations for your subscriber and payment data with your own counsel.
Can you cover the time zones our subscribers are in?
Yes. Streaming audiences are distributed and awake at all hours, and the launch-night surge in particular does not respect a business day, so coverage is scoped to your subscriber base rather than to office hours. We staff the hours your subscribers actually contact you, including the premiere nights and weekends when volume and playback issues concentrate.
TESTIMONIALS
Our trusted clients
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
Programs in Other Sectors
The same operation, tuned to a different set of callers, compliance obligations and peak hours.
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