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Customer Proprietary Network Information (CPNI) and Red Flags Rule Compliance Training doesn’t need to be a painful experience.

Educate and empower your team with Pivot’s annual CPNI and Red Flag Compliance Training delivered on our unique, online learning platform that will help you thoroughly and efficiently meet your regulatory requirements.

Two separate classes allow you to get exactly the right amount of training.

Customer Proprietary Network Information (CPNI) Training

The FCC sets rules for precisely how carriers may access, use, or disclose CPNI. All telecommunication employees with access to consumer data are required to be trained on CPNI at the time of hire and then annually, not later than March first, thereafter on the proper handling of personal network information. This course is intended to help telecommunications companies meet this training mandate.

Topics to be discussed include:

  • Common terms and definitions
  • Restricted CPNI
  • FCC Enforcement
  • Acceptable CPNI
  • Opt In/Opt Out
  • CPNI Compliance
  • Changes over past year (if applicable)

Pivot’s CPNI training pertains to Federal legislation that is overseen by the FCC. Certain states have started passing their own legislation regarding consumer protection at the state level. If you’re unsure whether your state has adopted their own legislation, please check with your company compliance officer or legal counsel.

Red Flags Rule Training

The Federal Trade Commission (FTC) established the Red Flags Rule to help businesses identify and prevent identity theft. Telecommunication providers are among the many businesses that must comply with the rules by maintaining an identity theft program and providing annual training to their employees. It’s important that employees understand and do their part to protect customers’ data. They must also be able to recognize and react to the red flags of identity theft.

Topics to be discussed include:

  • Suitable responses to detected red flags
  • Possible red flags identified by the FTC
  • Personal requirements for employees
  • Requirements and responses to prevent fraud and limit damages
  • The role of your board of directors

Pivot’s CPNI training pertains to Federal legislation that is overseen by the FCC. Certain states have started passing their own legislation regarding consumer protection at the state level. If you’re unsure whether your state has adopted their own legislation, please check with your company compliance officer or legal counsel.

# of EmployeesCPNIRFRBoth
Less than 49$990$660$1,430
Registration Type: Course Subscription

The CPNI and Red Flags courses are annual subscriptions for your entire company. Each participant will access their individual password-protected dashboard and complete training on their own. They are required to complete 98% of the training and achieve a score of 85% or higher on the quiz to receive a Certificate of Completion that includes their name and date of completion. Learners may download course completion certificates from the learning management system to provide to their compliance officer for their records.

Your entire company will have access for the period you choose and then you may enroll new employees throughout the same calendar year for no additional cost.

A La Carte or All In One

Industry-specific content designed to develop and strengthen soft skills. Available a la carte or as part of the six-course professional development program(best value).


$439/learner for all 6 courses

$88/learner per individual course

Active Listening

Listening is a skill that we can all benefit from improving. By becoming a better listener, you can improve your productivity, as well as your ability to understand, influence, persuade and negotiate. You’ll also be more likely to avoid conflict often caused by confusion and misunderstandings.


The collection of your customer relationships is the most valuable asset your company has. Some think the biggest value is in the physical network that connects your customers, but the truth is the personal connection matters much more. It’s what ties customers to you in good times and bad. Your team’s ability to strengthen that relationship with solid empathy skills is key.

Consumer Expectations

Customer experience is about exceeding expectations. The expectations consumers have today were influenced by culture, historical events, and past experiences. They are also being driven by the needs they have in improving the lives of themselves and those around them as well as those needs they are becoming familiar with as they head toward the future. Businesses need to focus on areas most important to consumer satisfaction to exceed their expectations, to garner more loyalty from them, and to develop stronger relationships.

Selling Without Sounding Like It

When someone says they hate sales or selling, usually what they really mean is they don’t want to be salesy or come across as a pushy salesperson. To sidestep these uncomfortable perceptions and situations, rather than avoid selling, you’ve got to ditch the sales mindset completely. You must have a completely different intention: to have a genuine conversation that helps you understand the person’s problems and recommend a solution that benefits them by improving their lifestyle. When you do, you won’t be salesy. You’ll be and advisor and advocate…and you might even have fun.

Dealing with Difficult Customers

One of the more challenging situations you may find yourself in is being confronted by someone who is angry and upset about something they believe has gone wrong. Sometimes it may feel like they are attacking you personally and it’s very difficult to remain calm and caring without coming across cold and insensitive. Here are some tips to guide you through if you find yourself dealing with a difficult customer.

Customer Retention

Customer retention refers to the ability of a company to — you guessed it — retain customers. It is impacted by how many new customers are acquired, and how many existing customers churn or disconnect — by canceling their subscription, not returning to buy, or closing a contract. Focusing on the process of developing, strengthening, and maintaining relationships with your current customers to delight them long after they purchase your product or service is essential in today’s competitive marketplace. In doing so, you encourage these customers to remain loyal to your business and resist the urge to seek similar service elsewhere.

Broadband Fundamentals

Coming Soon!

Perfect for those new to the industry to gain a broad understanding of the industry. Make this course a routine part of your new employee onboarding to set up new team members for success and hit the ground running.