First Kontact Call Center scorecard

Company Overview

First Kontact Call Center is a BPO company, founded in 2008, with approximately 501-1,000 employees. They specialize in Customer Support.

Combining this unique understanding of their clients with a customizable approach to service and technology, First Kontact is an industry leader in call center solutions. Clients can also rest assured knowing that First Kontact is certified by both Information Security Management System and Benchmark Portal Call Center Management. First Kontact takes pride in its ability to meet the needs of a diverse customer base with bilingual and bicultural staff. The focus remains on delivering consistent service quality and dependable outcomes.

Executive summary

Client Value Proposition: Summary: The company’s public positioning centers on providing bilingual, high-quality business conversations and nearshore contact center support for clients needing Spanish-English coverage.. Value Points: Title: Bilingual agent coverage. Value Points: Description: Spanish and English support is repeatedly emphasized in public descriptions.. Value Points: Title: Nearshore convenience. Value Points: Description: The Tijuana and Chula Vista footprint suggests service delivery close to the U.S. market.. Value Points: Title: Multi-function outsourcing support. Value Points: Description: The service mix spans sales, support, collections, research, and chat, allowing broader outsourcing coverage.. Company Overview: Highlights: Bilingual contact center operations. Highlights: Presence associated with Tijuana, Mexico and Chula Vista, California. Highlights: Active since at least 2008. Highlights: Acquired by Advantage Communications in 2020. Description: First Kontact Call Center is a bilingual contact center and BPO provider associated with operations in Tijuana, Mexico, and Chula Vista, California, serving inbound and outbound customer engagement needs in Spanish and English.. Competitive Differentiators: Differentiators: Title: Bilingual cross-border delivery. Differentiators: Description: Public materials emphasize Spanish and English service delivery with proximity to the U.S. border and familiarity with U.S. geography, culture, and language.. Differentiators: Title: Broad service mix. Differentiators: Description: The company presents a combination of customer service, sales, collections, technical support, market research, chat support, and software-related capabilities.. Differentiators: Title: Regional operating footprint. Differentiators: Description: Sources describe operations in Tijuana with an additional U.S. presence in Chula Vista, supporting nearshore delivery.. Key Firmographics: Founded Year: 2008. Revenue Display: $366,232 last reported revenue on Outsource Accelerator. Sectors Display: Telecommunications. Sectors Display: Business services. Sectors Display: BPO / outsource services.

Strengths

• Client Value Proposition: Summary: The company’s public positioning centers on providing bilingual, high-quality business conversations and nearshore contact center support for clients needing Spanish-English coverage.. Value Points: Title: Bilingual agent coverage. Value Points: Description: Spanish and English support is repeatedly emphasized in public descriptions.. Value Points: Title: Nearshore convenience. Value Points: Description: The Tijuana and Chula Vista footprint suggests service delivery close to the U.S. market.. Value Points: Title: Multi-function outsourcing support. Value Points: Description: The service mix. (public_web; observed 2026-08-12)
• Company Overview: Highlights: Bilingual contact center operations. Highlights: Presence associated with Tijuana, Mexico and Chula Vista, California. Highlights: Active since at least 2008. Highlights: Acquired by Advantage Communications in 2020. Description: First Kontact Call Center is a bilingual contact center and BPO provider associated with operations in Tijuana, Mexico, and Chula Vista, California, serving inbound and outbound customer engagement needs in Spanish and English.. (public_web; observed 2026-08-25)
• Competitive Differentiators: Differentiators: Title: Bilingual cross-border delivery. Differentiators: Description: Public materials emphasize Spanish and English service delivery with proximity to the U.S. border and familiarity with U.S. geography, culture, and language.. Differentiators: Title: Broad service mix. Differentiators: Description: The company presents a combination of customer service, sales, collections, technical support, market research, chat support, and software-related capabilities.. Differentiators: Title: Regional operating footprint. Differentiators: Description: Sources describe operations in Tijuana with an additional U.S. presence in Chula Vista,. (public_web; observed 2026-08-12)

Gaps

• The reviewed public sources do not establish buyer-specific service levels, staffing commitments, or acceptance criteria for a defined scope. (public_web; observed 2026-08-12)
• The reviewed public sources do not establish a buyer-specific continuity design, recovery objective, security schedule, or named delivery team. (public_web; observed 2026-08-25)
• The reviewed public sources do not provide directly comparable commercial terms and independently verified outcomes for a like-for-like engagement. (public_web; observed 2025-04-08)

Firmographics

GB100 score

Overall score: 46

• egs: 38.9
• growth: 50
• reputation: 45.5
• ai_readiness: 50
• market_footprint: 39
• digital_readiness: 54

Scores are calculated from published evidence and the current GB100 methodology; payment does not affect rank.

Services and operating scope

First Kontact Call Center's structured service taxonomy includes Customer Support. Competitive Landscape: Competitors: Name: First Contact BPO. Competitors: Evidence: Public results show a similarly named but distinct company offering customer service, technical support, language interpretation, and digital experience solutions.. Competitors: Relationship: alternative. Competitors: Name: First Contact. Competitors: Evidence: Public results show a similarly named company focused on workplace, concierge, and managed services, which is not the same entity.. Competitors: Relationship: alternative. Positioning: An experienced bilingual contact center offering inbound and outbound sales, collections, customer service, technical support, social networks, market research, and chat support.. Differentiators: Bilingual contact center focus. Differentiators: Cross-border U.S./Mexico presence. Differentiators: Service mix includes sales, collections, technical support, market research, and chat support. Employee & Client Sentiment: Sentiment Trend: unknown. Employee Satisfaction: unknown. Services & Offerings: Categories: Name: Contact center services. Categories: Services: Inbound and outbound sales. Categories: Services: Customer service. Categories: Services: Technical support. Categories: Services: Chat support. Categories: Services: Collections. Categories: Services: Market research. Categories: Name: Operational support. Categories: Services: Surveys for customers. Categories: Services: Order placement system. Categories: Name: Technology-related services. Categories: Services: Custom software solutions. Categories: Name: Workspace support. Categories: Services: Workstations for lease. Executive Summary: Summary: Public sources describe First Kontact as an experienced bilingual contact center focused on customer service, sales, collections, technical support, market research, and chat support, with a business profile centered on cross-border U.S.-Mexico service delivery.. Delivery Center Details: Centers: City: Chula Vista. Centers: Country: United States. Centers: City: Tijuana. Centers: Country: Mexico. Financial Health: Overall Health: unknown. Leadership & Executives: Executives: Bio: Public profile identifies him as founder of First Kontact Call Center and references his role in the business through June 2022. No additional verified executive biography details were used.. Executives: Name: Juan Gutiérrez. Executives: Title:

Geography

Countries listed in the structured record include -. Recent News: Articles: Date: 2020-01-09. Articles: Title: Advantage Communications acquires majority shareholding in First Kontact LLC. Articles: Source: Business Wire. Articles: Summary: Announced Advantage Communications' acquisition of a majority shareholding in First Kontact LLC.. Reputation & Reviews: Summary: Public review data is limited. Indeed shows a 3.6/5 rating based on 5 reviews for the Mexico listing, which is too sparse to generalize confidently.. Credentials: Detail: Based on 5 evaluations on the Mexico listing; limited sample size.. Credentials: Rating: 3.6/5. Credentials: Platform: Indeed.

Methodology

First Kontact Call Center's BPOIndex scorecard is assembled from public, attributable evidence rather than vendor-submitted marketing claims or a paid-placement package. The research pass reviewed 20 distinct source URLs and retained 13 substantive facts or company sections with direct citations. Each retained observation is tied to the page where it was found and to the date on which that page was observed. Information that could not be traced to a reviewed public source was left out. This distinction matters because a provider's website may describe broad capabilities without publishing buyer-specific service levels, staffing commitments, commercial terms, delivery capacity, or independently comparable outcomes. Collection and publication are separate. Collection discovers public pages, records evidence, and builds structured sections for company background, services, delivery footprint, operating signals, and credentials. Publication includes only substantive observations carrying an HTTP citation. The strengths below identify areas where the provider has published inspectable information; they are not guarantees of quality, price, security, or fit. Evidence gaps are questions the reviewed sources did not answer at a buyer-specific level, not negative claims about the provider. Peer links are navigation aids from other canonical BPOIndex profiles, not a claim that every company is identical in size, geography, specialization, or commercial model. Buyers should compare the underlying service taxonomy, locations, evidence, and current score dimensions. Confirm scope-specific service levels, named delivery sites, staffing assumptions, security controls, continuity plans, pricing units, minimum commitments, and referenceable outcomes directly with the provider. The observed dates show when evidence was collected. Later enrichment can add newly published sources, but unsupported inference, duplicate shells, and generic filler do not qualify a page for indexing.

Read the full GB100 methodology

Coverage gaps

• Insufficient public evidence for headquarters coverage.
• Insufficient public evidence for industry taxonomy coverage.

Services

• Customer Support

Contact

Website: https://www.firstcontactservice.com/

Email: info@firstkontact.com

Phone: (619) 777-6896

LinkedIn: https://www.linkedin.com/company/first-kontact-center/

Frequently Asked Questions

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