Agent Optimization

Clear Reflection Services
Agent Optimization is Clear Harbor’s methodology for hiring, creating and advancing ideally-qualified and suited-to-task agents and associates.
Optimization begins with a scientific recruiting and selection process that feeds into a multi-faceted training, mentoring and development program, supported by a visual performance management enhanced environment. The goal is to create a “mastery-driven” culture within Clear Harbor that is ideal for reflecting the client brand.

Agent Optimization includes three essential micro-disciplines:

Clear Harmony

Science-based selection and matching of agents and business process specialists to the brand, client and type of work to be performed.

Clear Mastery

Creating agents that are capable of a level of mastery that encompasses a broad learning capacity and understanding of the brand.

Clear Direction

Effective visual management approaches and tools to give precise direction to front-line agents and business process experts.
  • Clear Harmony
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.
The Clear Harmony process is engineered around ideal psychological fit to task, team acceptance and mastery. Clear Harbor attracts and onboards associates whose strengths match precisely with client goals, job tasks and team culture. The focus is on finding high-achievers, accomplished conversationalists and out-of-the-ordinary thinkers with strong empathy and desire to solve problems.
Candidates who thrive in a reflection environment will have the optimal intersection of personality profile, cultural fit, education/training, experience, values and acclimation to job content. A harmonious balance between strengths and requirements results in greater employee satisfaction, better performance and lower turnover.
  • Clear Mastery
One of the strongest internal motivations is the need to be good at something.
In a recent study on personality, National Geographic researchers point out that “people with a high need to achieve want to master challenging tasks; they compete against a standard of excellence set by themselves or by others. They like to win games, get good grades and succeed visibly at work. They are curious, interested and exploratory. They also hate to fail, so their preferred tasks are moderately challenging but not too hard. They pick their projects based on how well they think they can do them.”
Proficiency implies a sufficient level of expertise, to the point where an individual is trusted to do some sort of task. Mastery implies a level of expertise beyond proficiency.
Clear Mastery is designed to not simply create agents that are proficient in taking a call or performing a repetitive task but that are capable of a level of mastery that encompasses a broad learning capacity and understanding of the brand. When executing a specific task or responding to a challenging request, Clear Mastery ensures agents have the best available information, fully understand their impact to the big picture and are empowered to use individual strengths to achieve a successful result.
Clear Mastery requires a culture that is mastery-friendly, requiring more feedback and a specialized training approach emphasizing openness, competence and clear, bi-directional communication. It begins with training on fundamentals and frequent huddles to reinforce key skills, and progresses with job shadowing, coaching, mentoring, ongoing brand education and thorough product training, while equipping everyone involved in the reflection process with the applications, tools, infrastructure and network performance needed to be successful.
  • Clear Direction
Clear Harbor uses effective visual management approaches and tools to give precise direction to front-line agents and business process experts.
The more visual the performance data, the easier it becomes for agents to have an up-to-the-minute snapshot of individual performance and what is expected of them. Additionally, operations supervisors and trainers can quickly see a problem, leading to quicker resolution and better ultimate business performance.
Clear Direction accelerates refinements, improves consistency, reinforces training regimens, improves client feedback and produces precision results.