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Regulations
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Capability BPO’s Compliance commitment
At Capability BPO, we endeavour to consistently maintain and improve our level of compliance with local and international laws, standards and best practice requirements to ensure that we uphold a high ethical standard and a status of good corporate citizenship in the provision of our services to clients.
We are committed to preserving a culture of compliance within our organization by implementing, monitoring and reporting in an effective and efficient manner in line with our core business values of consistency, honesty, integrity and sustainability. Capability BPO maintains a zero-tolerance policy with regards to incidents of corruption, bribery and fraudulent transactions.
Data Protection and Privacy
Capability BPO remains committed to safeguarding the privacy and personal information of our customers, employees and stakeholders. We have taken all steps necessary to ensure that our operational approach and processing of personal information is aligned to the regulatory requirements of the Protection of Personal Information Act No. 4 of 2013 (POPIA) as well as the General Data Protection Regulation (GDPR) and / or equivalent privacy laws, where applicable.
- View our Electronic Mail Disclaimer here.
- View our Privacy Policy here.
- View our PAIA Manual here.
- View our Website Terms of Use here.
The details of our appointed Information Officer and Data Protection Officer are as follows
- Name: Mark Essey
- Telephone: 0873515109
- Email: [email protected]
Certifications
The integrity of our current information security management system has been verified by the maintenance of our ISO: 27001 certification.
Within the Capability BPO group we have obtained a certification of compliance with the Payment Card Industry Data Security Standard (PCI-DSS) to bolster and strengthen our IT and data security framework which ensures that our contact centres operate as per accepted international standards.
Our contact centre agents and support staff are trained and educated on our company policies regarding ethics, confidentiality, reporting and honesty for us to maintain and improve our compliance with the required standards and laws. We maintain a strict “clean floor” policy that prohibits the use of personal electronic devices and other possible breach items on the contact centre floors.
We are in the process of obtaining a Customer Operations Performance Centre (COPC©) certification to set us apart within the Business Process Outsourcing and Customer Experience industry. All lines of business are adopting the COPC methodology in their day-to-day operation and our goal is to ensure that we use consistent processes and best practices that drive and sustain improvement in the areas of leadership, people, processes, and performance to provide the highest standard of service to our customers and stakeholders. We currently have four Certified COPC© Implementation Leaders within the business who plan, monitor and manage our alignment with the COPC standard to establish us as a high-performing, world-class customer experience operation, increasing both customer satisfaction and bottom-line growth.