Sapling In Palm

OP's experience is rooted in training, and that continues to be a major focus for us. We support all of your learning needs from curriculum development to delivery. Beginning with a training assessment, OP's instructional design and adult learning experts identify ways to enhance your current program or develop and manage new programs to:

  • reduce call center handle times
  • improve installation quality and troubleshooting
  • increase customer retention
  • streamline workflow and
  • enhance the overall customer experience

Increase Efficiencies Across The Board

We offer a variety of delivery options, or we can tailor a blended approach that will be most effective in your particular environment. Choose from instructor-led classroom courses, computer-based modules, over-the-shoulder support and webinars. For optimum results, we incorporate knowledge tests, refresher courses and reference sheets/job aids to reinforce training topics.

Rooted In Experience

OP has trained more than 40,000 Customer Care Representatives nationwide on CSG, Convergys and Amdocs billing systems for MSOs including Comcast, Time Warner Cable, Adelphia, Charter and Insight. We've developed training programs for corporate, division, regional and market levels in just about every functional area, including sales, customer care, trouble management, warehousing, provisioning, dispatch, field technicians, billing, plant maintenance and technical installation.

Click here to read about how OP developed the first nationwide training program for dispatchers for this Tier 1 MSO, supporting nearly 2,200 staff.

"OP delivered a broad range of products with a blended delivery solution, allowing dispatchers to learn on a self-paced basis.  They also integrated tools provided by the billing system manufacturer so it would be seamless and fluid for the learner.  The feedback from our employees has been extremely positive and training has helped raise the level of knowledge among our dispatch group."  

-  VP, Technical Operations
Learning & Development
Tier 1 MSO


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