The company

Our story

Forcontact was founded in 2008 in Switzerland, in the Canton of Ticino, as a private capital company. Right from the start, it was characterized by its focus on technology and IT systems. In particular, the focus is on systems based on voice transmission technology on the Internet protocol (Voice Over IP) and on customer relationship management systems (CRM Systems) as well as on systems for managing and tracking customer requests ( Trouble Ticketing Systems).

In order to make the best use of the available technologies, the various Customer Relationship Management services were gradually developed, in particular: Customer Assistance and Help Desk services in the B2C and B2B area, Remote Secretariat Service, Assistance Services customers pre-selling and post-selling.

In no time, Forcontact established itself on the Swiss and international market, being that its services were of great interest for all of the companies that wanted a professional approach to managing the relationship with their customers, also through the use of IT tools that allowed to maximize the efficiency and quality of service. This aspect, combined with an excellent organizational capacity, allowed Forcontact to express itself best in managing large volumes of contacts, demonstrating, at the same time, high flexibility to cope with the frequent large variability of these volumes, a phenomenon that very often companies had difficulty managing with their internal resources.

In 2010 Forcontact opened its first operational structure abroad, in Tirana, Albania. The new structure allows even better to meet the needs of the market, in terms of monitoring in increasingly extended times and in more and more numerous languages, all trying to generate an advantage for its own customers, even in terms of costs of its services .

Forcontact therefore initiates a more and more advanced specialization process in the e-commerce sector and its outsourcing services in the Customer Service field, becoming a point of reference for this market, particularly in the fashion and luxury goods sector, where it manages to combine its operational capabilities and organizational flexibility with an excellent quality management of the service, contributing to the improvement of the Customer Experience of the online shop and in general of the represented brand.

Today Forcontact provides its services through 8 operating sites in Switzerland, Spain, Croatia, Albania and Kosovo, with over 800 employees, from which it manages the Customer Service for dozens of prestigious brands in the field of e-commerce, in over 20 languages, 24 hours a day and through all contact channels: telephone, e-mail, live-chat and social.

Case Histories

For confidentiality reasons, we can not publish the names of our client companies. Click on the links below to request the Case History of the sector you are interested in.

Case History e-commerce Fashion

First-level customer service, 24/7, in 5 languages ​​for well-known fashion brands

Case History e-commerce Fashion multibrand

First-level customer service, 24/7, in 6 languages ​​for multibrand fashion luxury stores.

Case e-commerce Agency full service history

First-level customer service in 8 multi-channel languages ​​for brands of an agency that manages over 10 online stores.

Case History e-commerce prestige accessories

Multi-channel Customer Service in 5 languages, 24/7, for the brand of a well-known prestigious accessory.

Case History e-commerce Jewelry

Customer Service for a well known online jewelry retailer.

Case History e-commerce sector natural supplements

Multi-channel Customer Service and Social Customer Care management for well-known online herbalist.

Case History Community Management

Management of post-selling support to customers of a consumer product via social channels.

Case History for a Technical Help Desk

24/7 first level technical help desk and monitoring of an application system.

Case History Customer Support for competitions

Customer support for participants in a prized competition, organized by a consumables multinational brand and management of the procedures for shipping and delivery of prizes.


ISO 9001: 2015

Quality Management Systems

ISO 27001

Information Security Management Systems

Information Technology – Security Techniques

ISO 22301

Business Continuity Management Systems

Security and Resilience

To know more about Forcontact, contact us

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