Compliance with international laws, the relevant jurisdiction’s applicable laws and best practice requirements are adopted in order to ensure that Capability BPO provides services to its clients which are of a high ethical standard and ensure we achieve a good corporate citizen status.
We remain committed to implementing effective and efficient compliance methods, systems and procedures in a manner which ensures that our clients and our standards set the hallmark approach in the industry. Our values are based on honesty, integrity, sustainability and above all a culture of compliance.
Compliance with the highest international standards is considered a business enabler which we strive to achieve throughout the group within all jurisdictions in which we operate.
An environment which tolerates zero corruption in all its forms, including extortion and bribery is maintained.
Capability BPO pride ourselves in not only having the required policies, procedures, and regulatory requirements in place as they relate to matters which, includes but is not limited to, Data Protection and Leaks, Acceptable Use, User Access Management, Information Security, Work from Home, PCI DSS security, working according to Customer Operations Performance Centre (COPC) methodologies and Information Security Management (ISO27001); but instilling them in everything that we do as our way of work.
We operate unified, across all sites, regardless of location. We are compliant with ISO27001 and adopt the COPC® Best Practices methodologies in our operational approach through our certified COPC© Implementation Leaders.. We are in the process of becoming GDPR, POPI, and PCI compliant.
Employees, at the time of onboarding are made aware of our established acceptable and unacceptable use of company resources in addition to our established culture of ethical and lawful behaviour, openness, trust, and integrity
Capability BPO provides computer devices, networks, and other electronic information systems to meet missions, goals, and initiatives and actively manage them responsibly to maintain the confidentiality, integrity, and availability of our information assets.
Employees understand the importance of our Intellectual Property and those of our respective clients, signing acknowledgments of their commitment to complying with our company policies and standard operating procedures that ensures our collective protection, and theirs, against damaging legal issues. Additionally, standard operating procedure ensures no mobile phones and / or all other electronic devices are allowed while our experienced agents work.
Employees are responsible for and providing with training to exercise good judgment regarding personal use. While CBPO IT Security Specialists provide a remarkable level of privacy, our employees are aware that the data they create / access on the corporate systems remains the property of CBPO, and as such, we are authorized to delete, or request deletion of personal files stored on CBPO computers, laptops, servers, and other equipment. Storing executable files and installing software unrelated to business purposes is restricted, as is the storing of credit card information (PAN, Credit card number, CVV, etc.).
Additionally our employees are obliged to act in accordance with national and client related regulations, international laws and generally accepted ethical principles while using information systems and communication means including internet and voice transmissions.
Our standard operating environment provides technical controls against spam e-mails and e-mails with malicious attachments, in addition to secure configuration of security settings firewalls, anti-virus application and operating systems.
Every employee is aware that they are obligated to report any data leakage to our dedicated Compliance Manager, in addition to reporting directly to their 1st Line Manager in the event they encounter a data breach. Within two hours of a suspected data breach, a full root cause analysis is undertaken with corrective measures put in place.
Customer Operations Performance Centre (COPC©) certification is the most prestigious recognition in the industry for any customer experience operation. The certification process is an independent and objective assessment of company operation’s current performance compared to the requirements found in the COPC© Customer Experience (CX) Standard.
Certification by COPC© Inc. validates Capability BPO’s commitment to delivering the highest levels of service to our customers. Our customers and stakeholders can be assured that we are using consistent processes and best practices that drive and sustain improvement in the areas of leadership, people, processes, and performance.
Capability BPO work according to the COPC© methodology and operating principles with our certified COPC© Implementation Leaders.
Achieving certification shows our customers and stakeholders that Capability BPO is dedicated to being the best in managing the customer experience. COPC© certification gives us:
COPC® Best Practices for Customer Experience Operations COPC Best Practices for Customer Experience (CX) Operations is a rigorous, in-depth course built around the guidelines and best practices set forth within the COPC CX Standard. Course participants will learn how to implement the COPC CX Standard and best manage a high-performing, world-class customer experience operation, increasing both customer satisfaction and bottom-line growth.
To learn more about COPC please visit: https://www.copc.com/
ISO 27001 provides an international methodology for the implementation, management, and maintenance of information security within a company. Becoming ISO 27001 certified demonstrates conformity of our Information Security Management System (ISMS) with the documented standards and provides our customers with assurance regarding the security of our system.
Should you have any questions about our Policies or practices described in it, you may contact us via email at email@example.com