What practices has QualComm implemented to address issues with language accents and time zone differences?
Effective communication is the key to providing high quality support. Because QualComm handles both eSupport and Voice support, we need our agents to be proficient in both written and oral communications. Every new candidate we hire is put through a 3-4 week formal training process that is geared exclusively to American language (written and oral) and cultural. This program was developed through a partnership with local academic and professional training institutes to insure the best possible results for our candidates. Our full time training staff delivers the training to our new hires and they must pass a rigorous final certification before they are allowed to begin domain training for a given client. Providing world-class customer service and quality outbound calling to US companies requires that QualComm operates its business based on US business hours. To provide balance for employees required to work graveyard shifts, QualComm has implemented a rotating shift schedule. The rotati
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