Capability BPO Claimed

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Organization Bio

Capability BPO™ is a proudly South African Global Business Process Outsourcing company, supporting domestic and international markets.

An owner-managed independent global provider of outsourced customer experience, sales and collections, Capability BPO™ takes a personalised approach when designing seamless customer engagement solutions; solutions which are flexible and adaptable to our clients’ growing business needs.

Our multi-skilled customer care agents support our clients in English and French, across Social Media, Voice, Chat and Email channels, operating 24 hours, 7 days a week.

We have 1 000+ active agents serving our clients customers, with the ability to scale rapidly. For example, we successfully onboarded nearly 350 heads over 3 weeks to work from home at the beginning of the Covid pandemic for a major US eCommerce firm to support their rapid growth.

A global boutique customer experience solutions partner, we specialize in the financial services and e-commerce sectors, delivering Customer Care and Query Resolution Services to both local and global organizations, with our operations spanning across two metropolitan areas, Kwa-Zulu Natal, and the Western Cape.

Capability Impact, launching in 2022, is our impact sourcing initiative. A start-up BPO contact centre servicing international and domestic markets, set in the heart of Hazyview, Mpumalanga (near the Kruger National Park).

Our Hazyview Campus will bring high speed internet access to the community empowering community development and will enable the multiplier effect in equal work opportunities outside of major metro areas creating sustainable livelihoods.

Capability BPO™ is committed to operational and service excellence, continuous improvement, and developing innovative solutions that drive customer satisfaction, loyalty, and advocacy. This is demonstrated through our foundation of quality principles, certifications, and way of working through ISO27001, PCI DSS, POPIA, GDPR and COPC©.


NPS Score: CES Score (average): CSAT (average): First Contact Resolution (FCR) rate:


• Retail
• e-Commerce
• Banking
Client reviews and testimonials
Rated 5.0 out of 5
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Rated 5.0 out of 5

It has been our experience that Capability BPO is quick to respond, proactive in thinking, and put forward solutions that are backed by knowledge and experience.

Capability BPO has a great understanding of what we as a business want to achieve. The COVID-19 pandemic and the proactiveness of Capability BPO showcased this even more. They listen to our needs, provide collaborative feedback, and then put into action what they say they intend to do.

denzel vaughan



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