A business process outsourcing (BPO) organization needed to prepare high-performing Tier 1 customer service representatives for promotion into Tier 2 technical support roles. While these employees demonstrated strong technical potential, they required more advanced communication skills to manage complex customer interactions, collaborate effectively across support tiers, and relay technical information accurately and confidently.

Our Lead Learning Exeperience designer conducted a training needs analysis to identify the performance gap between Tier 1 and Tier 2 responsibilities. Rather than approaching the challenge as language training, the analysis focused on the real workplace behaviours required for success. It identified the need for structured communication, effective information organization, customer identification, paraphrasing for comprehension and ticket logging, and business-to-business communication between support teams. These findings were translated into measurable learning objectives and authentic performance tasks that reflected the day-to-day responsibilities of Tier 2 agents.

Based on the analysis, a competency-based learning programme was designed that blended facilitated instruction, scenario-based speaking practice, realistic call simulations, coaching, and performance-based assessment. The solution included a structured curriculum, certification pathway, speaking rubric, and practical exercises that enabled learners to apply new skills in realistic workplace situations. The programme ensured that participants were prepared to communicate with clarity, troubleshoot effectively, and deliver a higher standard of customer support while meeting operational and business expectations.

Additional Deliverables Included

• Updated the final Level 2 assessment to place greater emphasis on accurate communication during technical troubleshooting scenarios.

• Developed a detailed assessment rubric to support consistent evaluation and feedback.

• Designed and delivered an additional training session on client and business communication to strengthen professional communication skills within technical support environments.

• Aligned the curriculum with more advanced technical troubleshooting requirements, ensuring that learning outcomes reflected increasing task complexity and real-world support scenarios.