Clear Harbor focuses almost exclusively on workload represented by zones 2 and 5, referred to as “business extension” zones.
Zone 2 back-office work requires sustained accuracy, consistency, speed and tenacity. Zone 5 contact center work requires out-of-the-ordinary, intuitive thinkers with advanced training and better oversight to address more challenging customer requests.
Although work in these zones is also typically SLA-driven, there is an added “expectation level agreement” (ELA) in play due to the rising overall expectations of consumers for a flawless, frictionless experience when using a product or service. From a corporate perspective, a brand is put at risk if work in these zones is not performed with ultimate precision.