Outsourcing CX for PE Portfolio Companies

For portfolio companies, or those that are backed by private equity firms, the potential for growth and profitability are determining factors to gain investors. As such, business owners have to be aware of the current trends in the market in order to gain a competitive edge and move their ventures forward.

Nowadays, customer experience (CX) has become a vital factor in the success of any business. According to a survey by Forbes Insights and Arm Treasure Data, 77% of consumers value a company’s CX the same way as they value the quality of its products and services, and 74% said they are likely to buy based on experience alone.

Providing customers and/or clients a remarkable and positive CX throughout their entire customer journey is one way to foster brand loyalty and retention, which leads to more revenue and growth—all the more reason for portfolio companies to prioritize it.

While you can always opt to hire your inbound and/or outbound CX team in-house, outsourcing them proves to be more beneficial, especially for companies that are just starting out, because of the following advantages:

Cost effectiveness

More often than not, growing portfolio companies have limited resources that they have to strategically use to raise capital while also improving cash flow. In this case, outsourcing CX is more advantageous than in-house hiring because it gives more value to your money. Aside from cutting overhead and labor costs like employee salaries and benefits, it allows you to be flexible in terms of the service you avail and pay for, and to easily scale up or down depending on your current business needs.

At the same time, there’s also no need to invest in costly software, programs and other technologies because your outsourcing provider will take care of the necessary infrastructure to handle customer support and other related services.

Industry expertise

Partnering with the right outsourcing provider gives you access to a pool of specialists who have the experience and technical skills to optimize your CX services. Having them in your team assures that your clients and customers will receive nothing short of the best when it comes to service. This also enables your in-house staff to focus solely on their core competencies and doing what your company does best.

24/7 service

Part of providing excellent customer experience is being able to deliver constant support at any time of the day, which not all companies with in-house CX teams can do. Outsourcing does not only fill this gap by providing round the clock support, it also ensures that your company can be reached across different channels, whichever is the most convenient for them, including social media, email and instant messaging.

Aside from CX outsourcing, portfolio companies can also look into the following service solutions that they can outsource depending on their current business needs:

Engineering
Sales and Marketing
Data Science & Analytics
Back Office
Automation
Business Intelligence

On top of everything, choose an outsourcing provider that promises:

Collaborative partnership
Access to talent through their A+ recruitment process
Cost savings of up to 70%
Ability to scale quickly and predictively
Hitting company and funder milestones and targets
Adaptability in technological advancement
Established Information Security
Operational excellence
Information and data security
71 Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We partner with the world’s fastest growing tech companies who want to scale and advance their brand.

Demonstrated by our world-class Net Promoter Score of 71, we deliver the highest quality outsourcing services using our unique data driven approach combined with powerful technology and high-performance teams within our highly engaged and agile culture.

Our expertise includes CX, engineering, data science & analytics, sales & marketing, and back office services.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.