San Diego, CA and New York, NY — March 2026. — Ceiba Capital Partners, a premier private equity firm with offices in New York, announced a new strategic collaboration with Call Center Services International (CCSI), an Industry leading provider of nearshore operational infrastructure solutions and staff augmentation services from Mexico for U.S.-based companies, this strategic alliance is set to redefine value creation for private equity investments.

A Strategic Partnership Built for Value Creation

Ceiba Capital Partners, a private equity firm investing in healthcare, business services, specialty manufacturing, and enthusiast products, announced a strategic partnership with Call Center Services International. This collaboration is designed to provide Ceiba's portfolio companies with access to CCSI's proven operational infrastructure platform, specifically targeting margin expansion, workforce optimization, and scalable operating leverage through significant operational improvements. Through this partnership, CCSI becomes an embedded resource within Ceiba's private equity value creation strategies, helping portfolio companies protect and enhance EBITDA and exit value.

The Market Opportunity: Why Operational Infrastructure is Paramount in Private Equity

Private equity value creation increasingly depends on operational discipline, moving beyond sole reliance on financial engineering. For portfolio companies that have reached operational scale—typically 200 or more U.S.-based employees, workforce complexity and SG&A concentration materially influence EBITDA performance and exit value. Support environments exceeding 15–20 FTEs frequently operate with 15–25% hidden productivity leakage due to supervisory inefficiency, fragmented processes, and limited governance visibility. Institutionalizing support architecture is often one of the most controllable and measurable margin levers available to PE firms.

The Structural Challenge of Buy-and-Build Strategies

As portfolio companies scale through acquisitions, support functions often expand without architectural discipline. Each new acquisition introduces different systems, support teams, cost structures, and KPIs. Without scalable infrastructure, this complexity grows exponentially, causing margin leakage, integration delay, and eroded deal value. These buy-and-build operational challenges require systematic solutions.

Labor Cost Pressures and SG&A Optimization

Labor typically represents 60%–75% of SG&A expenses. For PE-backed companies, wage inflation creates direct pressure on EBITDA. Firms need flexible, variable, and scalable labor models that convert fixed SG&A into manageable, performance-aligned cost structures. This is where SG&A reduction strategies become critical for portfolio company cost reduction.

The Integration Risk in M&A

Most M&A transactions underperform expectations due to poor integration execution. Post-acquisition operational fragmentation delays synergy capture reduces cash flow and liquidity and compresses IRR. Integration capability is now a competitive differentiator, and post-merger integration best practices are essential for protecting deal value.

Introducing CCSI's 4-Pillar Value Creation Framework for Private Equity

CCSI has developed a structured 4-pillar framework specifically designed for Private Equity portfolio companies. This framework moves beyond traditional outsourcing to provide strategic operational infrastructure that directly impacts financial outcomes.

Pillar 1: EBITDA Expansion

CCSI improves margin performance by optimizing support cost structures and increasing workforce productivity, leading to enhanced operational efficiency. Across comparable scaled environments, CCSI typically identifies 25%–50% labor cost efficiency opportunities. Even modest optimization produces disproportionate valuation impact: a $1.5M EBITDA enhancement at an 8x multiple = $12M enterprise value uplift. This is a proven approach to EBITDA expansion for portfolio companies.

Pillar 2: Workforce and Cost Structure Optimization

As portfolio companies scale, decentralized support models create inefficiencies. CCSI centralizes and rationalizes support functions through shared services consolidation, supervisory redesign (typically identifying 10–20% optimization potential), utilization benchmarking, and embedded workforce deployment, effectively streamlining operations. This shared services model PE approach delivers scalable capacity without expanding fixed overhead.

Pillar 3: Operational Visibility and Governance

Private Equity requires performance transparency. CCSI implements executive dashboards, KPI standardization aligned to margin targets, and productivity analytics to align workforce performance with financial objectives, empowering data-driven decision-making through clear metrics. This strengthens governance and eliminates operational blind spots across the portfolio.

Pillar 4: Scalable Revenue and Support Infrastructure

Beyond cost optimization, CCSI supports growth through structured revenue enablement and operational support designed to drive revenue growth. Their flexible workforce model allows portfolio companies to scale during growth, integrate acquisitions efficiently, manage seasonality, and protect margins during downturns.

Why CCSI: Differentiated Value for Private Equity Portfolios

CCSI is optimized for Private Equity portfolio environments, not enterprise outsourcing contracts. Their institutional scale, flexible engagement structures, and mid-market decision velocity make them the ideal partner for Ceiba's portfolio companies.

Institutional Scale: Mexico Nearshore BPO Services at Enterprise Level

CCSI is a $100M organization with more than 3,000 bilingual English and Spanish professionals across three strategically located delivery centers in Mexico. As a leading Mexico nearshore BPO services provider, they offer enterprise-grade infrastructure with mid-market responsiveness and have deep experience supporting regulated industries including financial services, healthcare, legal, insurance, and telecommunications.

Flexible Engagement Structures

CCSI offers multiple engagement models and flexible pricing to match workforce structure to investment stage and strategic priorities:

• Dedicated operational teams
• Embedded staff augmentation integrated into client systems
• Hybrid shared services models
• Centralized nearshore platforms
• AI-enabled workflow automation

CCSI vs. Large Global BPO Providers

Large global BPOs focus on volume and multinational enterprise contracts, offering rigid global templates and seat-based economics. In contrast, CCSI specializes in mid-market PE portfolios, providing portfolio-scale workforce architecture, direct executive engagement, and financial impact orientation aligned to investment stage. This focus on CCSI Private Equity value creation makes them the ideal partner for Ceiba's portfolio companies.

“PE-backed companies are looking for operational models that genuinely accelerate growth. With CCSI, we bring a proven combination of nearshore expertise, scalable capacity, and performance-driven execution that helps companies move faster and operate more efficiently. Partnering with Ceiba Capital Partners amplifies that impact across their portfolio, and we’re fully prepared for what’s ahead.” - Jorge Oros,  CCSI's President

AI Automation That Reduces Headcount and Increases Capacity

In addition to nearshore staffing, CCSI incorporates AI capabilities—including virtual agents, workflow automation, intelligent document processing, and QA automation—that help portfolio companies reduce operational headcount and further decrease cost-per-contact, driving their digital transformation. These AI solutions integrate seamlessly with CCSI's operational infrastructure platform, providing additional layers of efficiency and scalability for Ceiba's portfolio companies.

A Strategic Growth Initiative for Ceiba and CCSI

With this new collaboration, CCSI becomes a key resource within Ceiba's value creation playbook. As part of the partnership, both firms will work together to:

• Identify portfolio companies that can benefit from operational infrastructure optimization
• Implement CCSI's 4-pillar framework across applicable investments
• Provide portfolio-wide operational visibility and governance
• Support add-on acquisitions with scalable integration capacity

“At Ceiba, we look for partners who can expand our operational capabilities and accelerate value creation across the investment lifecycle. CCSI brings a unique combination of nearshore scale, operational rigor, and execution speed that aligns perfectly with the needs of our portfolio companies. Their model not only strengthens efficiency and operational discipline but also delivers meaningful cost savings without sacrificing quality or control. We’re excited about what we’ll achieve together and the impact this partnership will deliver across our portfolio.”- Gerson R., VP, Ceiba Capital Partners

About Ceiba Capital Partners

Ceiba Capital Partners invests in the intersection of proven performance and future potential, accelerating growth by strengthening management teams and deploying technology that helps build market-leading organizations. The firm works closely with its portfolio companies to adapt, innovate, and capitalize on demographic, secular, and industry-specific trends that shape long-term value creation.

Ceiba focuses on U.S. and Canada-based businesses across sectors such as:

• Healthcare Services
• Business Services
• Specialty/Value-Added Manufacturing
• Enthusiast Products/Services

Typically partnering with companies generating $3M–$15M in EBITDA. The firm is guided by core principles of transparency, integrity, accountability, and disciplined execution in its work with investors, employees, and portfolio leadership teams.

For more information, visit www.ceibacapitalpartners.com.

About Call Center Services International (CCSI)

Call Center Services International (CCSI) specializes in nearshore staff augmentation and AI automation solutions that help Private Equity portfolio companies to reduce labor costs, increase operational efficiency, and boost EBITDA results. This provides U.S. companies with a scalable model for customer‑facing and back‑office functions supported by a bilingual, highly professional Mexico‑based workforce, allowing us to cover a wider range of job profiles, including specialized services, accounting, medical, and IT roles.

With over $100M in annual revenue and more than 3,000 bilingual professionals across Mexico, CCSI delivers the scale, financial stability, and operational depth required to support enterprise-level portfolio operations. Call Center Services International serves a broad range of industries, including Financial Services, Legal, Automotive, Insurance, Retail, Healthcare/Medical, Solar, Hospitality/Travel, Wireless Broadband, Telecommunications, and others. Its capabilities span:

• Inbound and outbound customer service
• Business process outsourcing
• Sales and lead generation,
• Accounts receivable management,
• Loan and lease servicing,
• Call center support,
• AI-enabled operational solutions—providing PE-backed companies with a robust and scalable infrastructure for cost reduction and performance optimization.

For more information, visit www.ccsi.com.

Start Building Your Operational Infrastructure Today

CCSI begins every engagement with a confidential Portfolio Operational Assessment designed to quantify EBITDA opportunity and implementation risk, serving as a crucial part of the due diligence process before any operational commitment is made. The assessment includes workforce cost and margin modeling, SG&A benchmarking, governance and visibility analysis, and a structured roadmap.

H3:Benefits To Private Equity Firms

Private Equity firms can strategically help their portfolio companies convert high-cost domestic support functions into cost-efficient and scalable nearshore operations. Typical savings of $1 million in labor are gained per 50 FTE transferred to the Mexico center. CCSI becomes a seamless partner with “ready-to-go” centers and staffing. We are legally and financially responsible for the workforce, making doing business in Mexico simple and easy.

H3: Contact Our Private Equity Team

Connect with CCSI's Private Equity specialized team to explore how this partnership can support your portfolio companies' value creation initiatives.

Visit www.ccsi.com or contact us at (877) 399-3419.

START YOUR JOURNEY WITH CCSI