Frequently Asked Questions
At Lighthouse Enterprises, we provide white-glove contact center solutions while supporting our mission of hiring individuals who are blind, visually impaired, disabled, and veterans. Here are answers to some of the most common questions we receive about our services and operations:
Contact Center FAQs
Lighthouse Enterprises is the social business enterprise division of The Chicago Lighthouse. In order to continue operating 40+ nonprofit programs to serve our mission, the idea of contact center operations was implemented over a decade ago. In 2012, The Chicago Lighthouse began working with the Illinois Tollway Authority (ITA) by answering their customer service calls. Now, we operate over 18 contact centers for major companies and organizations nationally.
We are proud to empower individuals who are blind or visually impaired through the use of adaptive technology, provided at no additional cost to our clients. Common assistive tools include ZoomText, (a screen magnification software), and JAWS (Job Access With Speech), a screen reader for visually impaired users. We ensure every team member is trained to use the technology effectively to deliver top-tier service.
Yes, we offer 24/7 support to meet the round-the-clock demands of your customers and business operations.
Our onboarding process is structured and highly collaborative. We begin with a comprehensive implementation plan review to align efforts on goals, expectations, and operational needs. When training our agents, we follow a “train-the-trainer” model to ensure long-term knowledge transfer and scalability for client operations. The agents we hire and train to handle your customer service needs will be exclusively dedicated to answering calls for your company.
We offer on-site as well as remote contact center solutions based on the needs of our clients. The setup (on-site, remote, or hybrid) is determined by the client’s needs and preferences. For remote teams, agents are trained on site and remain there during a mentoring period post-training. This ensures they meet all customer service standards and are fully prepared before transitioning to remote work. All remote operations are supervised, 100% HIPAA-compliant, and meet all necessary regulatory requirements.
We are equipped to handle a wide range of call types, including:
- Customer service
- Inbound & outbound calls
- Bilingual/language support
- Appointments and scheduling
- Registration
- Payment processing
- Help desk support
- Technical assistance
- Insurance verification
- Escalation & issue resolutions
- Customer surveys
- Follow-up & inquiry calls
- Overflow & after-hours support
- Product support
Yes, we offer different pricing models to accommodate different customers' needs. We offer all-inclusive pricing and are eager to help customers meet their budget. We can offer flexible pricing to meet your demands.
Pricing depends on the scope, hours of operation, call volumes, peak call times, and other factors. We create customized pricing tailored to each client, whether through an FTE-rate, per-minute model, or an all-inclusive option. Our flexible approach ensures we can align with your budget and unique needs. Please call our sales team at (312) 447-3259 for a customized quote.
We serve clients across the country and can support both regional and national operations.
Visit our case studies page to read about examples of the work we’ve done for several prominent organizations. Click on the individual case studies for more detailed descriptions, which include results of different projects and testimonials from the individual clients.