Certifications, Compliance and Qualifications
ISO 27001 Certified Data Security, PCI-DSS Compliance
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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©.
Verticals
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• Retail • e-Commerce • Banking
Accreditation
Organization Overview
- Operating Years: 6
- Business/Outsourcing Experience: 6
- Global Markets Serviced: North America, South America, Europe, United Arab Emirates, Australia, New Zealand
- Seat/Employee size: 200 – 500
Ratings
- GBS World: 10/10
- Glassdoor (Employee Satisfaction): 3.9/5
- Google: Loading reviews.../5
Business Info
- Website: https://www.capabilitybpo.com/
Location
26th Floor, Delta Towers, 303 Dr Pixley Kaseme Street, Durban, 4001
Country
GBS Services
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• Customer Care • Merchant Services • Retention • Sales • Senior Support Line • Winback • Back Office
• Customer Care • Merchant Services • Retention • Sales • Senior Support Line • Winback • Back OfficePeople & Talent
Capability BPO™ is committed to bringing Africa’s untapped potential to the world, making a difference, and impacting the lives of our people by equipping them with the necessary skills and training to gain employment. Capability BPO™ “Employer of Choice” strategy for our staff is designed around skills development and career programmes, with focus on our agents. It is truly embedded in our way of working and the career planning we use coupled with performance, experience, and the appropriate reward mechanisms. We believe in ‘treating our people that way we treat our clients’, in return our people deliver world class customer service and do more than what is expected. The continued success of our company depends on every employee feeling valued, respected, and empowered to contribute fully. We are a diverse team made up of people with different backgrounds, perspectives, qualifications, and experiences. We value these differences as this helps direct and mould the culture and vision for our company. We promote and celebrate small achievements making our people feel valued and appreciated. Our recruitment strategy is built in line with the COPC framework methodology that ensures best practice across our business enhancing sustained improvement in areas of leadership, people, and performance. We are proud that many of our employees are still with us since our inception.
Enabling Technology
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- Infrastructure is built on IBM Hardware platforms
- Advanced Network Connectivity
- Dedicated Fibre with no competition for connectivity – high capacity
- Express Route Connectivity – Direct access to AWS, Azure and GCP – Client tools access benefit
- Private cloud and Public Cloud – Diverse hosting solution including
- Proprietary in-house developed IT systems
- Work From Home (WFH) Solution
- SIEM, SOC, EDR
- Workforce Optimisation
- Shift Organiser
- Gamification
- Quality Management
Channels
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• Voice Services • Inbound and Outbound Email • SMS • Social Media
• Voice Services • Inbound and Outbound Email • SMS • Social MediaSuccess Stories
“Words that come to mind that best describe Capability BPO and our valued partnership would include dedication, passion, commitment, collaborative, flexible, and innovative. 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. This understanding, listening and, follow through are highly valued by Groupon. “ Director, Vendor Management Organization | GROUPON “It is with much enthusiasm that I am writing to recommend the services of Capability BPO. CustomConnect International have been using Capability BPO as a strategic sourcing partner since 2018. The reason for this strategic partnership is their strategic location with in South Africa, Durban, combined with the fact Capability BPO is IS27001 certified and are working towards the COPC Certification. CustomConnect Group is completely satisfied with their performance. They do an excellent job, are always punctual, have a strong leadership team and offer competitive rates.” Stijn Lathouwers | CEO & Shareholder - CustomConnect International
Our Offices and Our People
admin
March 6, 2024 at 12:59 pmProactive
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.