Assessor Resource

BSBMGT618A
Develop a contact centre business plan

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies in an environment where the candidate is required to develop and implement a business plan for the business unit in accordance with the overall organisational goals and objectives.

Competence in this unit requires developing, implementing and maintaining an effective business plan that achieves positive outcomes and supports the overall success and growth of the organisation. It requires understanding best practice, focus on continuous improvement activities, and the justification and presentation of the plan to the organisation.

This role is undertaken by staff with managerial responsibility or specialist staff, depending on the size and structure of the centre.

This unit describes the performance outcomes, skills and knowledge required to develop, implement and maintain a business plan for a contact centre.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

developing, implementing, controlling and monitoring a contact centre business plan

knowledge of organisational, statutory, regulatory and legislative requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, standards and guidelines

access to stakeholder feedback.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of business plan documentation

oral and/or written questioning to assess knowledge of global trends and best practice

review of stakeholder feedback

review of communication plan and stakeholder understanding and knowledge of plan

analysis of existing business plans

review of documentation of business objectives

direct observation of business plan presentation

review of management documentation endorsing the business plan

review of analysis of the performance of a business plan including statistical measurement.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to conduct effective formal and informal meetings and to communicate effectively with personnel at all levels

analytical skills to understand complex ideas and concepts, and to articulate ideas and information effectively

consultation and negotiation skills to develop and implement business plan

data and information gathering skills such as brainstorming, polling and interviewing

information technology skills to effectively manage and analyse data and information

leadership skills to gain trust, confidence and support of colleagues and clients

presentation skills to develop and present reports or presentations that deal with numeracy skills to carry out analysis, and to produce graphs and presentations of workplace information and data to identify trends and patterns

organisational skills to manage own tasks within timeframes

problem-solving skills to create innovative solutions to problems that arise

research and analytical skills to effectively undertake research and analysis of complex issues, options and information communication technology advances

risk assessment and management skills to mitigate any risks that may impact on business plan outcome

Required knowledge

best practice or benchmarking principles

corporate aims and objectives

key personnel, stakeholders and resources

organisational communication methods

organisational, statutory, regulatory and legislative requirements

principles of cost/benefit analysis

recent or impending advances in technology

risk management techniques.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Best practice may include:

business model and structure

cost to serve

customer satisfaction

human resources management

identifying areas with exemplary processes

performance

training

use of technology

Stakeholders may include:

business unit staff (own team)

enterprise employees at management level with an interest in operations and performance outcomes

external clients and suppliers with an interest in business planning including contracting organisations, recruitment suppliers, software and equipment suppliers

Risks may include:

damage to property/equipment

environmental

equipment/system failures

financial/economic loss/failure

industrial disputation

natural disasters

occupational health and safety

political events

product failure

professional incompetence

security failure (including criminal activities)

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Use a broad range of information sources to identify best practice criteria and examples 
Analyse current performance against best practice to identify improvement and business opportunities 
Identify operating requirements and constraints imposed by internal and external customers and suppliers 
Review and evaluate existing strategic and operating plans to identify opportunities for improvement 
Propose viable alternatives to improve current situation and to exploit opportunities 
Develop business objectives which represent business needs and global trends 
Identify business objectives which support corporate aims 
Consult with key stakeholders and other relevant parties to ensure consensus on objectives 
Ensure objectives reflect a competitive position in the global market 
Develop a business plan based on agreed business objectives 
Translate business objectives into a feasible strategy 
Address all relevant operations in plans and justify any not addressed 
Identify clear profitability, productivity and performance targets in line with objectives 
Identify financial, physical and human resources requirements to implement strategies 
Include appropriate feedback and customer satisfaction measurement methods in business plan 
Comply with enterprise requirements for business planning 
Identify risks posed by business plans 
Incorporate risk management strategies for identified risks 
Deliver an effective written and oral presentation of a business plan 
Focus on critical aspects of the plan in the presentation 
Articulate and resolve specific concerns and needs raised about the plan 
Communicate plan to team, engage team members with the plan and obtain buy in from the team 
Establish action plans, systems and processes to implement business plan 
Conduct measurement programs to assess performance against business plan 
Adjust systems or processes in response to performance variations to maintain business plan 
Conduct regular substantive reviews of systems and processes 
Communicate performance results and issues arising to relevant stakeholders 

Forms

Assessment Cover Sheet

BSBMGT618A - Develop a contact centre business plan
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

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Result: Competent Not yet competent

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Assessment Record Sheet

BSBMGT618A - Develop a contact centre business plan

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

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Student signature:

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