Frequently Asked Questions
Find straightforward answers about Lighthouse Enterprises, our delivery model, and how we support complex contact center programs.
Lighthouse Enterprises is the social business enterprise division of The Chicago Lighthouse. Established in 2012, it delivers contact center services while helping generate revenue that supports more than 42 programs across the organization.
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.
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. Delivery models can be on-site, remote, or hybrid based on each program’s needs. Security, supervision, training, and compliance controls are defined program by program, including HIPAA requirements where applicable.
Pricing depends on scope, hours, volumes, service levels, technology, staffing model, and implementation requirements. We develop a pricing structure after reviewing the program.
We serve clients across the country and can support both regional and national operations.
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
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. Staffing, training, and supervision are configured to the agreed operating model, including dedicated teams where required.
Yes, we offer 24/7 support to meet the round-the-clock demands of your customers and business operations.
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.