Subscription & DTC
Subscription & DTC BPO Services | Retention and Billing Support
The cancellation call is the most scrutinized conversation in subscription support, and not only by the customer. Regulators have taken a direct interest in how easy it is to leave a subscription, which means a retention script now has a legal ceiling as well as a commercial target — and the gap between a good save attempt and an unlawful obstruction is narrower than most retention playbooks assume.
Global Empire Corporation supports US subscription and direct-to-consumer brands across billing, retention and order care — with save conversations built to be genuinely persuasive and genuinely easy to end.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
A Save Attempt That Cannot Be Ended Is a Compliance Problem
There is a real difference between offering a customer a reason to stay and making leaving difficult, and it is visible in the transcript. One asks a question and accepts the answer; the other repeats an offer, adds a step, or requires a channel the customer did not choose.
We build save conversations that make a genuine offer once, accept a clear refusal, and complete the cancellation on the same contact. That is better commercially than it sounds — customers who leave cleanly return at materially higher rates than customers who had to fight their way out.
- One genuine offer, a clear refusal accepted, cancellation completed on the same contact
- Cancellation available in the channel the customer chose, not redirected to a phone line
- Billing disputes and failed-payment recovery handled before they become chargebacks
- Save rate reported alongside return rate, so obstruction cannot masquerade as success
For subscription brands, DTC retailers, and membership businesses
Subscription Support We Deliver
Cancellation & Retention
Save conversations that make a real offer and complete the cancellation cleanly when the answer is no.
Billing & Subscription Disputes
Charge questions, plan changes, proration and refund requests resolved inside defined authority.
Failed Payment Recovery
Contacting customers whose payment failed before the subscription lapses, which is cheaper than winning them back.
Order & Fulfillment Care
Shipment, delay, damage and returns support for the physical side of a DTC operation.
Subscription Management
Pauses, skips, frequency changes and plan switches handled first-contact instead of driving cancellations.
Win-Back Campaigns
Outbound contact to lapsed subscribers with an offer relevant to why they actually left.
Loyalty & Membership
Benefits, tiers and renewal questions for membership models.
Chargeback Prevention
Resolving billing complaints on contact, since a chargeback costs the charge, a fee, and usually the customer.
How a Subscription Program Gets Built
The cancellation path is designed first, because it constrains the retention script and carries the most exposure.
Design the cancellation path
Define the offer, the acceptance of refusal, and the completion — in the channel the customer contacted you through.
Set authority limits
Agree what an agent may offer, credit or waive, so a save does not require an escalation the customer will not wait for.
Instrument return rate
Track returning customers alongside saves, so a script that obstructs is visible in the data rather than rewarded.
Build the pause options
Pauses, skips and downgrades resolve a large share of would-be cancellations and need to be offered fluently.
Recover payments early
Stand up failed-payment outreach before it becomes involuntary churn, which is usually the largest single loss.
Related services
Build a complete support program
Frequently asked questions
Can you run retention without making cancellation difficult?
Yes, and the two are not in tension as often as retention playbooks assume. A single relevant offer, made once and dropped when refused, saves a meaningful share of customers. What does not work — and what now attracts regulatory attention in the US — is repeating offers, adding steps, or requiring a phone call to end something that was started online. We build to the first pattern.
How do you reduce involuntary churn?
By contacting customers whose payment failed before the subscription lapses. Expired cards, changed banks and insufficient funds account for a large share of subscription loss, and those customers usually intended to stay. Early, clear outreach through a channel they respond to recovers a substantial portion at far lower cost than winning back a lapsed subscriber.
What should the save rate be measured against?
Return rate, always. A save rate on its own rewards obstruction, because a customer who could not complete a cancellation counts as saved. Reporting saves next to how many of those customers are still subscribed ninety days later, and how many later returned as chargebacks or complaints, is what keeps the number honest.
Do you handle chargebacks?
We work to prevent them, which is where the value is. A billing complaint resolved on contact costs a credit; the same complaint escalated to the card issuer costs the charge, a fee, and the customer relationship. Agents need enough refund authority to settle a legitimate dispute immediately rather than routing it into a queue the customer will not wait for.
Can you support pauses and plan changes?
Yes, and they should be offered fluently rather than buried. A meaningful share of cancellation contacts are really about frequency, price or timing, and a pause or downgrade retains the relationship where a save offer would not. Agents need those options at their fingertips and the authority to apply them without approval.
Do you run outbound win-back?
Yes, targeted on the reason the customer left rather than as a blanket discount. A subscriber who left over delivery frequency needs a different message from one who left over price, and generic win-back offers train customers to cancel in order to receive them. The cancellation reason has to be captured accurately for this to work at all.
What does subscription support cost?
It follows subscriber base and contact rate, whether retention and outbound win-back are in scope, coverage hours, and how much authority agents hold. Retention work carries deeper training and higher authority than general billing support and typically pays for itself in retained revenue. We quote per program.
TESTIMONIALS
Our trusted clients
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.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Comparing Subscription Support Providers?
See our ranking of the top 15 subscription support companies — scored on the compliance regime, service levels and operational depth this service line actually demands. Then talk it through with someone who runs these programs.
Money and subscriptions
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