Our Customized Approach
Every program we create is tailored to your organization’s needs. Our purpose-driven teams combine proven processes and technology to deliver great customer experiences and create meaningful employment opportunities.
Simple, Turnkey Implementation Process
From initial planning to program launch, our team handles the entire implementation process so your organization can focus on its core priorities. We work closely with your team during onboarding to make sure systems, workflows, and staffing are aligned before the program goes live.
Every program includes structured hiring and preparation processes such as HR interviews, background checks where required, and operational training before launch. This helps agents deliver accurate, high-quality service from day one.
Onboarding & Implementation (4-6 weeks)
Week
1
Proposal
Finalize scope, pricing, KPIs
Execute contract
Complete BAA
Week
2
Planning
Set implementation meetings
Coordinate IT & telephony work
Create production reports
Week
3
Recruitment & Training
Recruit, screen, and onboard staff
Organize train-the-trainer sessions
Week
4
Go-Live & Post-Launch
Set recurring calibration meetings
Deliver weekly reporting package
What Makes Us Different
Our experienced, purpose-driven workforce helps organizations improve service levels, reduce costs, and meet supplier diversity goals.
Mission-Aligned Support
A partnership rooted in purpose.
We take a partnership-based approach rather than simply outsourcing. This reflects our nonprofit mission to build long-term partnerships instead of transactional service relationships. About 35% of our team members are individuals who are blind, visually impaired, disabled, or veterans, which results in a highly engaged, purpose-driven workforce.
Customizable, White-Glove Service
A seamless extension of your brand identity.
We provide a boutique, white-glove service model designed around each organization’s unique needs. Instead of a one-size-fits-all structure, our programs will be customized to your process, operations, technology, and customer experience goals.
Consistent, Reliable Team Continuity
Proven teams. Unmatched stability.
Employees average more than seven years of tenure, and our attrition rate is 7.2%, compared with a 45% industry average. This experience creates stable teams, deep expertise, and consistent service.
Specialized Solutions for Your Industry
Explore how we can help you do more with less stress.
Our Capabilities
We use the latest AWS contact center infrastructure with AI to manage voice, chat, SMS, and web interactions on a single system.
- Voice, chat, SMS, and web all on a unified platform
- Seamless channel switching with full customer context
- Consistent routing across touchpoints
- Reduced friction in multi-channel journeys
- Dynamic, customizable IVR workflows
- Skills-based and priority routing
- Callback functionality to reduce hold times
- Self-service automation for routine inquiries
- Real-time transcription and sentiment analysis
- Automated call summarization
- Predictive forecasting and scheduling
- Workflow optimization based on behavior patterns
- Real-time visibility and forecasting
- Live service level dashboards and performance monitoring
- Average handle time, abandonment, occupancy tracking
- Historical trend reporting for staffing optimization
We specialize in:
- Seamless integration with Electronic Medical Record (EMR) systems such as Epic, Cerner, and Athena
- Healthcare member/patient access (appointment scheduling, referral management, outreach)
- MyChart and patient portal helpdesk support
- HRA completion and member engagement
- Benefits and eligibility support
- Inbound/outbound customer care across regulated industries
Better CX, no extra $
Lower abandonment
KPI monitoring & control
Why Choose Lighthouse Enterprises?
We work alongside our partners to continuously improve service performance and customer outcomes. Working together, we help organizations improve service and keep operations running smoothly.
-
The Chicago Lighthouse provides a great service to their employees. They are also providing an amazing service to the patients of Cook County.
Get a Free Quote
Schedule Your Contact Center Assessment
Our responsive team empowers your organization to stay productive, secure, and connected—no matter where they work.