First Contact Service
First Contact Service is a privately held BPO and contact center operator delivering inbound, outbound, and omnichannel customer service across phone, email, chat, and social media for enterprise and mid-market clients in food, industrial, retail, and fast-food verticals.
- Company typePrivate
- Founded-
- HeadquartersBoca Raton, United States
- Headcount51–100
- GTM typeB2B
- OfferingServices
What First Contact Service does
First Contact Service (FCS) is a privately held global business process outsourcing (BPO) and contact center operator headquartered in Boca Raton, Florida, with delivery centers in Istanbul and Izmir (Turkey) and a London office. The legal entity structure pairs a Turkish joint stock company, First Contact Service İletişim Hizmetleri A.Ş., with Frontier Consulting Service LLC in the US. The company provides inbound and outbound call center services, omnichannel contact center operations spanning phone, email, live chat, WhatsApp and social media, and technology and software services, targeting enterprise and mid-market clients in food and beverage, industrial production, e-commerce/retail and fast-food verticals through dedicated operations teams and custom SLAs.
The technology stack combines a proprietary omnichannel agent desktop (FCS Contact) with the FCS ENOS AI platform, which delivers AI chatbot, voicebot, speech analytics, sentiment recognition, smart call routing, automated collections and Erlang C workforce planning. ENOS AI is explicitly powered by Callby.ai, with NLP and voice synthesis drawing on OpenAI and ElevenLabs, and infrastructure delivered via a partner ecosystem that includes AloTech, Call Center Studio, 3CX, Microsoft, Google Cloud, Cloudflare, Dell and Hetzner. CRM/ERP integrations cover Salesforce, Zendesk, Zoho and Microsoft Dynamics. Operational certifications include ISO 9001, 10002, 18295-1/2 and 27001 alongside GDPR, CCPA and KVKK compliance. Reported outcomes include 94.8% SLA, 98.8% CSAT, 99.8% service continuity and a 92.4% average QA score across 1M+ annual calls.
FCS monetizes through managed-services BPO contracts (billed by team size, support level, language coverage, and hours), professional services for technology/software deployment, and multi-year enterprise agreements with custom pricing. Go-to-market is direct enterprise field sales supplemented by inside sales consultations, event-driven demand generation (Turkish Innovation Night, Ministry of Industry and Technology conferences, TACCS events), and content marketing including an Erlang Calculator WFM tool and industry glossary. The company is led by CEO & Founder Rick Serkan Eren and reports 200+ expert staff.
First Contact Service firmographics
Firmographics- Name
- First Contact Service
- Legal name
- First Contact Service İletişim Hizmetleri A.Ş.
- Website
- https://firstcontactservice.com
- Company type
- Private
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- First Contact Service is a privately held BPO and contact center operator delivering inbound, outbound, and omnichannel customer service across phone, email, chat, and social media for enterprise and mid-market clients in food, industrial, retail, and fast-food verticals.
- Ownership category
- akta.pro rank
First Contact Service industry classification
Industry- Product category
- Contact Center Outsourcing / Business Process Outsourcing Services
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)
- SIC
- Communications Services, Nec (4899), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- General Customer Service & Contact Center Operations (BPAAAAAA)
Keywords
Where First Contact Service is headquartered
LocationHeadquarters
- HQ city
- Boca Raton
- HQ country
- United States
- HQ region
- North America
Offices4 records
Markets served
First Contact Service business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- BPO Outsourcing Services: Full-service BPO (Business Process Outsourcing) providing end-to-end customer service solutions including inbound call management, outbound campaign execution, omnichannel contact center operations, and technology/software support. Revenue generated through contracted service agreements with enterprise and mid-market clients.
- Technology & Software Services: Proprietary AI solutions (ENOS AI) and IT support services. Includes CRM integration, CTI implementation, and technical infrastructure management. Revenue generated through setup fees and ongoing service charges.
- Inbound Call Center Services: Managed inbound operations including order management, technical support, customer service, complaint management, VIP services, email management, and appointment scheduling. Billed based on team size, support level (L1/L2/L3), languages, and service hours.
- Outbound Call Center Services: Proactive outreach services including telemarketing, telesales, collection calls, data updates, surveys, and routing calls. Revenue model based on campaign scope and agent hours.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Hybrid | Multi-year contract | Custom enterprise BPO pricing tailored to client requirements |
Go-to-market motion3 records
Distribution channels3 records
Marketing channels5 records
First Contact Service product offering
Product offeringCore offering
First Contact Service (FCS) is a global contact center and BPO organization delivering end-to-end customer service solutions including inbound call management, outbound campaign execution, omnichannel contact center operations (phone, email, live chat, social media, WhatsApp), and proprietary technology/software services. The company pairs human agent support with its proprietary FCS Contact omnichannel platform and FCS ENOS AI hybrid automation engine. It serves enterprise and mid-market clients across the US, UK, and Turkey with 24/7 multilingual support and flexible, quote-based contracts.
Product overview
First Contact Service (FCS) operates as a global contact center outsourcing organization offering an integrated portfolio of BPO services. The product ecosystem consists of FCS Contact, a proprietary omnichannel contact center platform, layered with FCS ENOS AI for AI-powered automation capabilities. Service offerings include dedicated Inbound Call Center Services for order management and customer support, Outbound Call Center Services for sales and surveys, and Omnichannel Contact Center Services unifying phone, email, chat, and social channels. Technology and Software Services provide the underlying infrastructure with flexible deployment options (proprietary FCS Contact or partner integrations) and 24/7 IT support. The WFM Tool enables customers to perform Erlang C-based workforce planning calculations. The architecture supports both new deployments from scratch using FCS Contact and integration with existing customer CRM/ERP systems (Salesforce, Zendesk, Zoho, Microsoft Dynamics, 3CX, AloTech).
Differentiator
Problem solved
Functional benefit
Brands
- FCS ENOS: Enterprise Neural Operating Service - a hybrid operational powerhouse blending AI speed with human experience, delivering supervised living technology solutions for operational efficiency.
- FCS Contact
Products and services
- FCS Contact Proprietary omnichannel customer contact platform designed for high-efficiency call center operations. Supports voice, email, live chat, WhatsApp, and social media channels from a single unified interface with live call management, CRM integration, and real-time data sync.
- FCS ENOS AI Enterprise Neural Operating Service - hybrid AI platform combining operational efficiency with human experience. Features AI chatbot/voicebot, speech analytics, intelligent routing, automated greeting, transaction/workflow automation, and AI-powered collection calls, powered by Callby.ai technology.
- Inbound Call Center Services 24/7 inbound call management including order handling, technical support, customer service, complaint management, VIP services, and email management with SLA and KPI-driven operations across L1/L2/L3 support levels.
- Outbound Call Center Services Proactive outreach services including telemarketing, telesales, collection calls, data update campaigns, surveys, and customer satisfaction calls with AI-powered dialing strategies.
- Omnichannel Contact Center Services Unified management of Phone, Email, Live Chat, and Social Media channels on a single platform, delivering seamless customer experience across every touchpoint with real-time customer profile synchronization.
- Technology & Software Services Technical infrastructure services including proprietary FCS Contact platform deployment or partner infrastructure integration, 24/7 IT support, system monitoring, and enterprise-grade data security management.
- Workforce Management (WFM) Tool Erlang Calculator tool for call center staffing calculations using Erlang C algorithm with scenario analysis for agents, service level, and occupancy rate, plus AI-supported forecasting and shift optimization.
Quantifiable outcome
- SLA Service Level 94.8% (target 90%+)
- +4 more outcomes
Companies that use First Contact Service
Customer profileNamed customers4 records
Segments4 records
Ideal customer profiles3 records
First Contact Service technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration7 records
AI capability9 records
Feature9 records
First Contact Service partnerships and signals
Strategic signalPartnerships
16 partnerships are on record, tiered core and secondary.
- AloTechcoreAloTech is part of FCS's technology ecosystem providing call center infrastructure solutions. FCS integrates with AloTech PBX systems for seamless operation or offers turnkey deployment using AloTech platforms.
- Call Center StudiocorePart of FCS's omnichannel technology ecosystem. Provides call center infrastructure integration capabilities for FCS Contact platform deployments.
- 3CXcore3CX is listed as a compatible platform in FCS's technology ecosystem, enabling seamless integration with existing PBX infrastructure for enterprise clients.
- MicrosoftcorePart of FCS's technology ecosystem providing cloud infrastructure and enterprise software integration capabilities.
- GooglecoreGoogle Cloud and Google Workspace integrations available within FCS's technology ecosystem for enterprise deployments.
- OpenAIcoreOpenAI provides AI capabilities powering ENOS AI's natural language processing, chatbot, and voicebot solutions.
- ElevenLabssecondaryElevenLabs voice synthesis technology integrated into FCS's AI voicebot and automated greeting solutions for natural voice interactions.
- Callby.aicoreCallby.ai is explicitly identified as the AI power behind ENOS AI platform. Provides AI chatbot and voicebot technology enabling automated customer interactions across all channels.
- CloudflarecoreCloudflare provides content delivery network and security services within FCS's technology infrastructure stack.
- DellsecondaryDell hardware and infrastructure solutions part of FCS's technology ecosystem for enterprise deployments.
- HetznersecondaryHetzner cloud server infrastructure available as part of FCS's hosting options for enterprise deployments.
- SalesforcecoreSalesforce CRM is listed as a compatible platform for FCS integrations, enabling seamless data synchronization and customer profile management.
- ZendeskcoreZendesk CRM platform supported for FCS integrations, allowing clients to use existing Zendesk infrastructure.
- ZohocoreZoho CRM available as an integration option for FCS clients using Zoho ecosystem.
- Microsoft DynamicscoreMicrosoft Dynamics ERP/CRM supported for FCS integrations, enabling enterprise clients to leverage existing Microsoft infrastructure.
- Turkish American Chamber of Commerce of the South (TACCS)coreFCS is a founding member of TACCS. The partnership strengthens trade bridges between Turkey and the USA, facilitates business networking, and supports FCS's global growth strategy in the American market.
Scale indicators9 records
Recent moves6 records
Expansion highlights5 records
First Contact Service competitors and assessment
Company assessmentBroad incumbents
- Foundever (formerly Sitel Group): Global CX solutions and BPO provider operating in 45+ countries with multilingual capabilities. Comparable as a scaled competitor offering customer service outsourcing, sales, and AI-enabled support across multiple verticals.
- Teleperformance: Global leader in customer experience management and digital integrated business services, operating hundreds of contact centers worldwide. Directly comparable as a large-scale omnichannel BPO with AI-augmented offerings, though at vastly greater scale and breadth.
- Concentrix: Major CX/BPO and technology services provider with global delivery centers and proprietary AI platforms (e.g., iX Hello). Comparable as a competitor offering inbound/outbound contact center outsourcing plus digital transformation to enterprise clients.
- TTEC (TeleTech Holdings): Customer experience technology and services company offering omnichannel contact center, AI, and digital CX solutions. Comparable as a competitor combining proprietary CX technology platforms with outsourced agent services for enterprises.
- Majorel (now part of Teleperformance): Global CX and BPO provider with strong nearshore/offshore delivery and multilingual capabilities. Particularly comparable given FCS's Turkish delivery presence and multilingual English-Turkish positioning.
Direct peers
- Helpware: Modern outsourcing company providing customer support, content moderation, and back-office services with nearshore and offshore delivery. Comparable as a mid-sized competitor in the outsourced CX space with multi-language capabilities.
- Everise: CX outsourcing company specializing in customer support and digital experience services for healthcare, tech, and logistics sectors. Comparable as a mid-sized CX/BPO peer with AI augmentation and omnichannel capabilities targeting similar enterprise verticals.
- StarTek: Customer experience solutions company with global contact center delivery and omnichannel support, voice and non-voice. Comparable as a mid-sized CX/BPO offering similar service mix to FCS, including digital and AI-augmented capabilities.
- IBEX: Publicly listed CX/BPO provider with global delivery centers offering omnichannel customer support, AI solutions, and sales services. Closely comparable in size range and service portfolio (inbound, outbound, digital).
- SupportYourApp: Outsourced customer support and CX provider serving tech and e-commerce clients globally. Comparable as a niche outsourced contact center of similar scale with multilingual, omnichannel offerings and a quality/security posture similar to FCS.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
First Contact Service social profiles
Digital presenceFirst Contact Service compliance and trust
Trust signalCompliance6 records
First Contact Service financial estimates
Financial estimateRevenue estimate
Valuation estimate
First Contact Service leadership team
Management profileNumber of profiles
Profiles1 record
First Contact Service funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
First Contact Service M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about First Contact Service
What does First Contact Service do?
First Contact Service (FCS) is a global contact center and BPO organization delivering end-to-end customer service solutions including inbound call management, outbound campaign execution, omnichannel contact center operations (phone, email, live chat, social media, WhatsApp), and proprietary technology/software services. The company pairs human agent support with its proprietary FCS Contact omnichannel platform and FCS ENOS AI hybrid automation engine. It serves enterprise and mid-market clients across the US, UK, and Turkey with 24/7 multilingual support and flexible, quote-based contracts.
Is First Contact Service a public or private company?
First Contact Service is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was First Contact Service founded?
First Contact Service was founded in -1. It employs 51 to 100 people.
Where is First Contact Service based?
First Contact Service is headquartered in Boca Raton, United States, in the North America region.
How does First Contact Service make money?
Four revenue lines are on record. BPO Outsourcing Services are the primary driver. The others are technology & Software Services, inbound Call Center Services and outbound Call Center Services.
Who are First Contact Service's main competitors?
Broad incumbents on record are Foundever (formerly Sitel Group), Teleperformance, Concentrix, TTEC (TeleTech Holdings) and Majorel (now part of Teleperformance). Direct peers are Helpware, Everise, StarTek, IBEX and SupportYourApp.
Does First Contact Service have an API?
No public API is recorded for First Contact Service.
What industry is First Contact Service in?
First Contact Service's product category is Contact Center Outsourcing / Business Process Outsourcing Services. Its primary akta.pro industry code is BPAAAAAA, General Customer Service & Contact Center Operations. Its NAICS code is 56142 and its SIC code is 4899.