The Scenario
A South African BPO call center handles customer queries for a retail bank. A recent internal audit revealed agents are copying customer credit card details into Slack to resolve disputes, and sharing logins to the CRM. The Chief Risk Officer has ordered an immediate training program and strict policy enforcement.
The Brief
Develop a complete data privacy compliance program and interactive slide deck outline for the customer support department to eliminate unsafe data practices.
Deliverables
- A training module outline covering POPIA principles, card security (PCI-DSS), and secure credential management
- Three interactive scenarios/quizzes to test agents on data sharing, phishing, and social engineering
- A support team operational policy outlining strict boundaries for handling PII (e.g., zero-tolerance Slack rules)
- A response workflow to be followed if an agent accidentally leaks customer PII (incident reporting procedure)
Submission Guidance
Focus on practical daily habits. A dry lecture on legislation won't stop agents from pasting passwords. Make the rules highly operational.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.