Top TEN Advantages of Working with Clear Harbor
Careful, Meticulous Client Alignment
Clear Harbor conducts extensive upfront due diligence for every potential client. We strive to completely understand your business needs and relationship success factors, including brand strategy, goals, business approach, operations, training, metrics, and technology. We measure and score our relationship match with your organization to ensure work to be performed will fit Clear Harbor experience, culture and capabilities.
Our implementations build on information captured during the compatibility matching process to transition smoothly into a detailed, brand-focused implementation plan and timeline. By the time we sign a new client contract, we are already well down the path with important processes shaped by specific client goals, strategy, brand identity, work environment and culture, business approach and understanding of desired outcomes. Success is assured by on-time completion of critical path items, proactive review and interaction, and progress reporting to identify and mitigate risks.
Ideal Location and
We carefully identify, select and cultivate operating locations where Clear Harbor is employer of choice, seeking employer-driven job markets with an ample supply of motivated candidates. This allows us to hire from a fresh, eager labor pool with no “bad habits” to unlearn. Additionally, we look for populations with minimal dialect, strong empathy, natural inclination toward problem-solving, and cultural similarity to U.S. consumers. Selection of safe, easy-access regions for client travel is also a high priority.
Clear Harbor’s interactive management approach unifies learning and development, operations and quality experts into collaborative leadership teams. Our “no-silo” approach simplifies and accelerates the creation of action plans. Our Clear OrchestrationTM meetings provide an ongoing forum for sharing and discussion of analytical insights, understanding of quality results, allocation of resources, and empowerment of agents with effective interaction skills.
Client Advisory Mindset
Clear Harbor prefers clients that regularly seek our strategic input. Our leadership maturity and deep, cross-industry customer care experience give Clear Harbor leaders a unique perspective into improving processes and customer interactions. Our management team welcomes the opportunity to be involved at an advisory level and expects to be included in collaborative brainstorming and solution planning.
Management at All Levels
Because most human learning occurs through vision and visual processing, Clear Harbor deploys visual tools that guide agent behavior and show managers when the process flow is normal and when it is broken. Agents receive precise visual direction, including workflow steps and real-time snapshots of individual performance. Managers receive visual prompts with analysis, reporting and results (heat mapping, gauges, color coding, conditional formatting, etc.) to constantly monitor performance trends and proactively implement changes before issues arise.
Clear Harbor keeps a repository of customer care methodologies, continuous improvement processes and best practices. As new practices are recognized, we work to make sure they are institutionalized and leveraged across all clients, if appropriate. Fine-tuning and calibration are constantly underway and visual management approaches help accelerate refinements, improve management consistency, guide new training regimens, shape proactive client feedback, and influence results.
Psychology-based Agent Selection,
Optimization and Retention
Clear Harbor applies science-based selection and matching of agents and business process specialists to the brand, client and type of work to be performed. Our talent selection process is engineered around ideal psychological fit to task, team acceptance and mastery. We test for high-achievement, accomplished conversation, and out-of-the-ordinary thinking with strong empathy and desire to solve problems. Our goal is to achieve an optimal blend of personality, cultural fit, education/training, experience, values and acclimation to job content.
Brand Mastery and
At Clear Harbor, agents are not trained to simply be proficient in taking a call or performing a repetitive task. Agents are developed to achieve a level of mastery that encompasses a broad learning capacity and understanding of the brand. This includes not only product knowledge and job skills but also the capability to fully understand their impact to the big picture and empowerment to use individual strengths and intuition to achieve a successful result. It requires a culture that is mastery-friendly, requiring more feedback and a specialized training approach emphasizing openness, competence and clear, bi-directional communication.
and Software Strategy
Our customer care IT strategy is optimized for reflecting a client’s technology needs and performance, encompassing fine-tuning and calibration between Clear Harbor and customer information systems. It allows for a tailored environment supporting unique business needs, best practices, privacy and security certifications, growth, change management and interoperability. Systems are designed to be flexible, open and scalable with world-class security, resiliency and business continuity. Clear Harbor software engineers develop elegant applications and tools that support a visual management approach to continuous improvement, performance tracking and analysis.