Roz Broome
COO Capability BPO
IMPORTANT: Job hunters are being warned about a scam claiming applicants should pay a fee for background checks, please note we will never ask you for a recruitment fee or any other fee to apply for a position with us.
Capability BPO™
Smart and effective solutions for businesses.
Designing, developing and delivering high quality and cost-effective Business Process Outsourcing (BPO) solutions.
About usDelivering high quality and
cost-effective BPO solutions.
Capability BPO™ offers a diverse set of BPO services to private and public sector clients, both to Domestic and International markets.
With extensive experience as both the Client and the Solutions provider, Capability BPO™ is fast, flexible, and nimble for today’s ever-changing business environment. We can rapidly deploy quality solutions that are flexible in their design, nimble in their approach, and deliver the ideal Customer Experience thereby creating not just Customer Satisfaction but Customer Advocates.
Entrepreneurial in approach, we are easy to do business with. We share a collective commitment for continual innovation and improving our service to our Clients. Capability BPO™ is founded on our promise of offering high quality and cost-effective solutions while maintaining a focus on being fast, flexible, and nimble to meet today’s rapidly changing world.
Within a 7-day turnaround time, we successfully agreed on contractual terms, including governance and costings, shaped the service model, recruited, onboarded, and trained over 750 customer service representatives across multiple geographies. Additionally, we designed a QA program based on the COPC© methodology and commenced with our first two service lines of engagement with customers via Chat and Email; all achieved virtually and with 80% falling into our Work From Home(WFH) solutions model.
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 memberships through ISO27001, COPC©, EQSC, and PCI DSS.
Our clients are able to develop on their own expansion strategies by leveraging our footprint, by gaining access to our multiple service locations which spans across North and South America, Europe, UAE, South Africa, Australia, and New Zealand,. This global capability allows us to provide our Clients services in multiple languages including English, German, Spanish, Turkish, Dutch, French, and Italian.
Our team of Executives possess extensive experience in financial services, governmental institutions, education, healthcare, pharmaceutical, consumer electronics, gaming, and global e-commerce brands. Capability BPO™ services include, multi-channel Tier 1 and 2 Service and Support via Email, Chat, Phone, Voice, Text, and Social media, Digital Lead Maximization, Quality Assurance, Workplace Management, Lead Generation, Polling, F&A, Helpdesk, Onboarding, Sales, Retention Services, Back Office BPO services.
Co-designing client solutions at global scale.
WHY PARTNER WITH US
-
Capability BPO™ is not just another BPO. We invest heavily in our people, driving a strong impact sourcing agenda.
-
Deliver high-quality, COPC-based services globally.
-
Location optimisation allows for maximum language coverage across multiple time zones whilst minimising cost
-
Proven Global delivery with best practice deployment based on 60 years of applied market experience enhancing and optimizing business operations and customer journey enhancement aligned to ISO, COPC and Six sigma
-
Deliver measurable improved business impacts and transformational management structures that demonstrate a clear ROI
-
Outperforming competitors and service alternatives from Asia and Latin America on quality, NPS and service delivery KPI’s while offering similar to lower costs.
-
Native language services delivered by our committed and passionate people.
-
Solid capability in innovative solutions; driving digital transformation of your customer engagement processes (AI, Analytics, RPA, Customer Behavioural based process redesign).
Capability BPO™’s aim is to offer value to customers through efficient and proactive solutions. Solutions which are fast, flexible and nimble to deploy with consistent, global delivery. Connect with us. We understand your business challenges and know your expectations.
Latest Articles
Read More Capability BPO™ Articles And Engage With Us
Business As Not so Usual
We are faced with unprecedented times. The world is in flux, as social norms, cultures and the global economy are under threat. The only constant is rapid change. It is a time where the resilience, patience, empathy and willpower kof humanity is being tested Businesses, health organisations and governments... Read More
Key Considerations When Choosing a CX Business Partner
We are faced with unprecedented times. The world is in flux, as social norms, cultures and the global economy are under threat. The only constant is rapid change. It is a time where the resilience, patience, empathy and willpower kof humanity is being tested Businesses, health organisations and governments... Read More
When you were five
We are faced with unprecedented times. The world is in flux, as social norms, cultures and the global economy are under threat. The only constant is rapid change. It is a time where the resilience, patience, empathy and willpower kof humanity is being tested Businesses, health organisations and governments... Read More