Not all call centers are alike. As our clients have discovered, the call center agents at Lighthouse Enterprises are equipped to handle a wide range of services and tasks, tailored to each client’s unique needs. Our agents deliver support that extends beyond what many traditional providers or AI platforms can offer.
You can see this approach in action through the case studies on our website. Each one highlights how we customized our services to meet specific client goals and the results, detailing why each action we took helped them succeed.
Three Case Studies Highlighting Our Premium Services
At the heart of it, we’re a team of problem solvers. Since there is no one-size-fits-all when it comes to contact center outsourcing, we began posting case studies to showcase the diversity of assistance we provide and how it contributes to the goals and achievements of our clients.
Each one demonstrates our flexibility in integrating client communication processes with our own to meet their needs efficiently and effectively, serving clients with diverse goals.
1. Our White Glove Service
Some contracts expand and evolve once the client observes our dedication to addressing varying needs successfully. That was the case with Advocate Health Care, an ongoing relationship that began with a pilot project years ago.
As with our other clients, the extent of our hands-on support is what made our premium treatment stand out to them. This feature was necessary to prevent any interruptions in medical services for thousands of patients.
- Attention to detail at high call volumes: Lighthouse was able to adapt promptly to spikes in call volume, even when one of our client’s programs rapidly expanded by 25,000 participants. During this period, individual agents made hundreds of calls each day. While tracking key employee data, this dedication to performance ensured that every employee would be informed about the program.
- Seamless system integration: We routinely assimilate to clients’ systems and preferred technologies. In this case, it was a recordkeeping platform our agents used to provide real-time, accurate support, handling everything from identity verification to technical troubleshooting.
Read the Advocate Healthcare case study here.
2. Our Call Center Agents’ Response to Rapid Growth
We’ve maneuvered from the ground up on numerous projects, requiring us to pivot and adapt quickly as our biggest clients requested increasingly complex services. For example, we provide reliable bilingual support, which proved essential in our work with UI Health, a major medical organization. In this case, we found a way to adopt aspects of their communication systems and made sure callers were able to navigate complex programs with ease.
- Rapid growth and integration: What began with support for just two clinics has expanded to over 85.
- Our comprehensive assistance with callers. Lighthouse now handles scheduling, registration, and patient inquiries across the hospital system, streamlining operations and freeing up staff for direct patient care.
- End-to-end patient coordination: We handle the full lifecycle of patient interactions, from scheduling and insurance verification to registration and follow-up messaging. By streamlining clinic workflows, we allow healthcare staff to focus on patient care.
Read the UI Health case study here.
3. Shared Missions: Our Social Impact
Our clients benefit from more than just our high-quality, scalable services. They also flourish by partnering with a mission-driven contact center that adapts to their changing demands while supporting inclusive employment goals. Our continuing work with the Illinois Tollway Authority (ITA) is the perfect demonstration of how we combine operational strength with social impact.
- Mission-aligned accessibility: In close collaboration with ITA and their different platforms, we ensured that our agents who are blind and visually impaired can work effectively within new customer management systems. By being proactive, we advance operational goals while taking the necessary steps to maintain an inclusive environment.
- Rapid, adjustable staffing response: For this client, we quickly adjusted staffing and hours during unexpected call surges, such as a phishing scam that doubled daily volume. Our flexibility meant the ITA would be able to provide uninterrupted service, helping us deliver a high degree of customer satisfaction.
Call Lighthouse Enterprises for Help with Your Customer Service
What does each case study above have in common? With us, you get a partner that has been trusted and tested by some of the region’s biggest organizations.
Call Lighthouse Enterprises at (312) 447-3259 to discuss customer service solutions for your organization, or contact our team online today.