Why Clear Harbor Detail

Understanding TCO3 for a Complete Picture of All Customer Care Outsourcing Costs

Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it.” In today’s world of elevated expectations and amplified customer voice, the cost of supporting and succeeding in CX goes far beyond the hourly fee paid to staff a contact center or back-office operation.

Achieving the lowest TCO3 encompasses 3 cost dimensions:
brand ownership, orchestration, and optimization.

Brand Ownership

On average, it costs five times more to attract a new customer to your business than to retain an existing one.
Saving a few cents on customer care labor cannot come at the expense of a brand your organization has worked hard to build. Brand and strategy must be properly and fully reflected by a CX service provider whose agents and associates interact with end customers. Ensuring a high degree of brand reflection within customer care enhances a company to not only gain repeat business but to also guarantee a steady stream of positive reviews and referrals.


Consider the costs of not properly managing or “orchestrating” customer experience operations, including inability to proactively anticipate issues, quickly understand breakage and calibrate/fine-tune/adjust performance based on visual cues.
If there are management deficiencies, continuity and communication gaps, disconnects, fluctuations and other weaknesses, the money you save by focusing on price alone could lead to long-term erosion of customer loyalty.


If there is no innovative and comprehensive approach to indoctrinating, developing and “optimizing” agents and associates at a level of mastery necessary to become a seamless extension or reflection of the brand, customers will sense a low level of commitment to their needs and go elsewhere.
Companies looking to delegate direct and indirect customer care must delve deeply beneath sticker price into a service provider’s expertise, methods, practices and protocols.

Business leaders who ignore this formula will ultimately fail.

Stop Outsourcing.
Start Mirroring.

Customer-oriented companies with high standards of brand integrity, customer satisfaction and operational excellence benefit from the strategy and brand mirroring disciplines that comprise Clear Harbor Clear Reflection Services.