Social Enterprise Partners With Major Call Center Player & Business Process Outsourcer To Boost Services And Provide Jobs To The Disabled

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Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in South Florida and specializing in Call Center and Customer Experience Management, today announced the formation of a strategic partnership with Lighthouse Works, a Central Florida-based social enterprise that connects individuals living with vision loss to employment and job training opportunities.

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4Sight360 powered by Talk2Rep, is the name given to this unique partnership. Today’s agreement will increase the capacity of Lighthouse Works’ call center operation and in turn create more jobs for individuals who are visually impaired including those who are blind.

“Individuals who are visually impaired make up a group that has traditionally experienced one of the highest rates of unemployment and underemployment among other disability groups,” said Lee Nasehi, President & CEO of Lighthouse Central Florida. “At Lighthouse, our mission is to help individuals, at any stage in their lives, chart a course for living, learning and earning with vision loss. The 4Sight360 partnership exemplifies an exciting opportunity for our workers, who are visually impaired, to earn in meaningful employment.”

Lighthouse Works, first established in 2011, is the revenue generating arm of Lighthouse Central Florida, Central Florida’s only private, nonprofit agency offering a complete range of services to people in our community living with sight impairment.

Lighthouse Works utilizes small business lines to fund and move forward the Lighthouse mission. As a subsidiary of Lighthouse, Lighthouse Works seeks to position itself as the region’s premiere provider of call center, sourcing solution and fulfillment services for commercial companies and publicly funded agencies.

Call center agents employed by Lighthouse Works currently provide support services to the healthcare, hospitality, financial investment and environmental services industries. This support includes: appointment setting, customer service and support, quality assurance and call monitoring. Additionally, the company’s sourcing solutions and fulfillment division has been awarded several million dollars in government funded contracts.

The agreement with Talk2Rep offers a distributed, scalable solution on Talk2Rep’s innovative technology platform. 4Sight360 agents, both sighted and visually impaired, will be able to enhance the experience of their clients’ customers by offering a seamless omni-channel approach that includes inbound call handling, live chat, email and social media management—all essential customer service tools in a digital age.

Special assistive and adaptive technology, like screen readers and text magnification software, has been integrated onto the 4Sight360 platform to better accommodate customer care agents who are visually impaired.

“Social responsibility has always been a corporate mandate at Talk2Rep and 4Sight360 is a wonderful opportunity to simplify the process of onboarding a socially responsible BPO model,” said Jim Ryan, CEO of Talk2Rep. “The 4Sight360 platform delivers superior customer interactions utilizing both visually impaired and sighted agents to service customers. ‘Powered by Talk2Rep’ means we hire, train and operationalize contact center deployments. I’m so excited about this partnership, because it merges the core competencies of our two organizations to service clients with a reliable BPO channel, it fulfills a socially responsible mandate and empowers individuals who are visually impaired,” added Ryan.

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Teresa Cannon
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