Our Customized Contact Center Approach
Servicing your customers is a complex job. Partnering with The Chicago Lighthouse is a fast and effective way to maintain outstanding quality while strengthening your bottom line. Our 24/7 Contact Center Operations can effectively address a multitude of needs, including:
Call Center Features
- General Operator Services for Single Point-of-Contact
- Appointment Scheduling
- Payment Processing
- After-Hours Messaging and Paging Services
- Technical Helpdesk
- Website or Software End-User Support
- Outbound Calling Campaigns
- Administrative Task Streamlining
Why Outsourcing Your Contact Center Makes Sense
Engaging with a Business Process Outsourcer like The Chicago Lighthouse simplifies your organizational structure, allowing you to focus on what you do best. Your team at The Chicago Lighthouse will handle all of the following:
Managed Interactive Voice Response (IVR)
Present your callers with efficient and straightforward automated phone options to help quickly connect them with the right resources.
Recruitment and Onboarding
Lighthouse recruiters source, screen, and onboard phone agents that will proudly represent your organization
Training
Lighthouse leadership and training staff become experts in your business processes so they can tackle all aspects of training and Quality Assurance.
Workforce Management
Lighthouse leadership continuously adjust staffing levels through seasonal and unexpected surges to match your customers’ changing needs.
Quality Assurance
Lighthouse leadership regularly reviews and assesses the interactions with your customers to identify opportunities to improve the speed, accuracy, and convenience of the customer experience
Reporting and Analytics
Lighthouse analytics experts work with you to identify Key Performance Metrics and provide regular reporting on all contact center activities.
IT and Telephony Support
The Lighthouse Implementation Team works collaboratively with you to design, build, and maintain a technical infrastructure that meets the current and future needs of your organization.
Call Center Outsourcing Go-Live infographic
The flow chart image shows four sequential boxes in a single row. From left to right, the boxes are separated by a pointed arrow indicating the next step in the four-week process involved in outsourcing your contact center. The first box reads, ‘Week 1 – Needs assessment.’ The second box reads, ‘Week 2 – Solutions Design.’ The third box reads ‘Week 3 – Technical Implementation.’ The fourth box reads ‘Week 4 – Staff Training.
An All-Inclusive Pricing Model
When you partner with The Chicago Lighthouse for comprehensive contact center services, you will benefit from a broad range of cost reductions that improve your bottom line. These operational and non-operational expense reductions include:
- Contact Center Payroll Costs
- Staff Attrition Costs—Training, Ramp-Up, Lost Occupancy Costs
- Contact Center Operations Licensing Costs--Quality Assurance, Workforce Management, Call Recording
- IT and Telephony Support Costs--Helpdesk, Asset Management, Software Licensing Costs
- On-Premise or Cloud Contact Center System Licensing and Support Costs
- Business Intelligence/Data Analytics Costs
- Call Audio Recording Archival Costs
- HR-Related Costs--Recruitment, Screening, Onboarding Costs
- Facilities/Overhead Costs
The Lighthouse has a history of success
Call Volume
Over 6.5 million calls annually in 2021
Total Minutes Handled
52,000,000 annually
Average Speed Of Answer
Less than one minute
Service Level
80% of calls answered within 20 seconds