Beyond Breaking Event: Turning Contact Centers from Cost Centers to Profit Drivers
An Executive Roundtable for PE Firms, VCs & Family Offices
The Question Every Portfolio Company Should Be Able to Answer:
Is your contact center generating revenue—or bleeding it?
If you can't answer that immediately, you're not alone. Most businesses treat their contact centers as necessary overhead. But what if that "cost center" could become your most profitable customer touchpoint?
Why This Matters to You
Contact centers represent one of the most overlooked optimization opportunities in portfolio companies—especially in supplement, e-commerce, health & wellness, and DTC verticals. While your teams focus on EBITDA improvements through traditional operational levers, contact center inefficiency silently erodes margins.
The Reality:
Most contact centers operate at 30-40% efficiency, with abandoned calls, poor conversion rates, and frustrated customers costing companies millions annually.
The Opportunity:
AI-powered optimization + nearshore excellence = 40-70% improvement in contact center profitability within 90 days.
What You'll Learn
In this 60-minute executive roundtable, you'll discover:
The Contact Center Profitability Framework – A simple diagnostic to assess whether your portfolio companies' contact centers are profit drivers or margin killers
AI + Human Optimization – How the right blend of technology and culturally fluent agents transforms customer experience while cutting costs
Real Numbers from Real Companies – Case studies showing 70% conversion increases and dramatic improvements in customer lifetime value
Due Diligence Questions – What to ask target companies about their contact center operations before acquisition
The Nearshore Advantage – Why Mexico-based bilingual operations outperform both domestic and offshore alternatives for US-based businesses
Portfolio-Wide Strategies – How to implement contact center optimization across multiple portfolio companies simultaneously
About Your Hosts
Tony Ricciardi
President & Co-Founder, ListenTrust
Tony is an entrepreneur with deep roots in direct response marketing and contact center optimization. After cutting his teeth in corporate sales at MCI Telecommunications, he co-founded ListenTrust in 2006 and scaled it to 800+ agents across 500 seats. For nearly two decades, he's helped businesses transform customer engagement into measurable revenue growth. His focus: building winning solutions around real problems and driving ROI for every client interaction.
Tom Sheppard
Chief Revenue Officer, ListenTrust
Tom brings multi-billion-dollar distribution experience to the contact center space, helping companies scale from startup to $80MM+ revenue. He leads ListenTrust's growth initiatives—sales, marketing, and client services—with an intense focus on ROI as the only metric that matters. His expertise in the US Hispanic market and nearshore operations has helped dozens of companies unlock hidden revenue in their customer engagement strategies.
About ListenTrust
ListenTrust is the leading nearshore bilingual contact center transforming customer engagement for e-commerce, health & wellness, nonprofits, and direct-to-consumer brands. With 19 years of experience, 800+ culturally fluent agents, and a track record of generating over $1 billion in client revenue across 30 million calls, ListenTrust doesn't just handle calls—they optimize customer experiences that drive measurable business outcomes.
Operating from Mexico with US-based leadership, ListenTrust combines the cost advantages of nearshore operations with the cultural fluency and time zone alignment that offshore solutions can't match. Their proven approach has helped clients achieve 70% conversion increases while dramatically improving customer satisfaction and lifetime value.
Key Differentiators:
ROI-driven methodology backed by real performance data
PCI Level 1 Certified security infrastructure
24/7 bilingual (English/Spanish) operations
Specialized expertise in supplement, e-commerce, and health & wellness verticals
Scalable solutions for rapid portfolio implementation
Learn more at ListenTrust.com
Who Should Attend?
This roundtable is specifically designed for:
Private Equity Operating Partners evaluating operational improvements in portfolio companies
Venture Capital Partners with consumer-facing investments in their portfolio
Family Office Principals with holdings in DTC, e-commerce, or subscription-based businesses
Investment Advisors researching AI-powered operational optimization opportunities
The Bottom Line
Your portfolio companies are sitting on untapped profit potential. Contact centers don't have to be cost centers—they can be revenue engines.
This 60-minute session will give you the framework to identify which of your investments are leaving money on the table, and exactly how to capture it.
Seats are limited to ensure meaningful discussion.
REGISTER NOW
Event Details:
📅 Date: January 28
⏰ Time: 4 PM EST
📍 Location: Zoom
💻 Format: Virtual Roundtable (Zoom link provided upon registration)
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