Foundational Alignment

Clear Reflection Services
Clear Harbor begins every strategy and brand mirroring relationship with unique processes that help us achieve precise, ground-level alignment with clients, establishing a solid foundation upon which to build all customer care orchestration and optimization programs.
Foundational alignment sets the stage for long-term business extension success, allowing Clear Harbor to fully understand client environment and aspirations as a basis for everything that follows, from site selection to implementation and execution.

Foundational alignment includes three essential micro-disciplines:

Clear Match

Clear Harbor conducts meticulous strategy and TCBO compatibility due diligence for each prospective client.

Clear Path

Implementation plan and timeline designed for precision reflection success, not outsourcing.

Clear Choice

Clear Choice is our process for carefully identifying, selecting and cultivating optimal operating locations where we are employer of choice.
  • Clear Match
Clear Harbor conducts meticulous strategy and TCBO compatibility due diligence for each prospective client.
The goal of Clear Match is to completely understand client needs and relationship success factors, including:
  • Business approach
  • Goals and objectives
  • Brand strategy
  • Operational integration
  • Training needs
  • Performance metrics and reports
  • Technology and telecom requirements
This information helps us measure and accurately score the relationship match, ensuring the work to be performed is an exact fit with Clear Harbor experience, culture and capabilities. A “clear match” provides a high level of confidence that TCBO can be achieved.
  • Clear Path
Clear Path builds on information captured in the Clear Match process, transitioning smoothly into a detailed implementation plan and timeline, with select elements initiated ahead of contract signing, based on client goals, including details of strategy, brand identity, environment, approach and desired results.
Clear Path implementation is designed for precision reflection success, not for outsourcing. Clear Path implementation encompasses:
  • Stakeholders
  • HR recruiting
  • Training and development
  • Workforce management, including scheduling, team coordination and communication
  • Completion of critical path items
  • QA process and calibrations
  • Progress reporting and performance, including identification, management and mitigation of risks
  • IT tools, connectivity and telecom
  • Financial management
  • Consistent review and interaction on progress
  • Clear Choice
Clear Harbor puts a great deal of planning and effort into determining where best to perform work for our clients.
Clear Choice is our process for carefully identifying, selecting and cultivating optimal operating locations where we are employer of choice.
Key criteria include:
  • Employer-driven job markets with ample supply of motivated candidates, allowing for selective hiring and low turnover
  • Access to a fresh, eager labor pool with no “bad habits” to unlearn
  • English as first language with accent that is neutral/pleasing to U.S. customers
  • Cultural similarity to the U.S. (interest in same TV shows, sports teams, music, etc.)
  • Smooth-flowing conversations and no “awkwardness” like in far-shore interactions
  • Strong culture of helpfulness
  • Shared time zone with U.S. east coast eases communication
  • Safe, convenient regions for travel