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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to

analyse workplace information and data

use understanding of budget scenarios sensitivities and threats

communication skills to

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop implement and monitor strategies

interpersonal skills to

establish rapport and build relationships with clients team members and stakeholders

establish relevant networks

literacy skills to prepare and present reports containing complex information data and concepts

leadership skills to gain the trust and confidence of colleagues and stakeholders

numeracy skills to

deal with the data and statistical information required to establish and monitor the budget

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

problemsolving skills to create innovative solutions to problems that arise

research skills to access relevant information and consider available options

risk assessment and mitigation skills to identify threats to the customer contact centre budget and to implement remedial actions

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise manage and analyse data

Required knowledge

accounting principles

benchmarking principles

budgeting principles

costbenefit analysis principles

financial delegation policy of organisation financial control systems and requirements

organisational business objectives and goals including operational and business planning

risk assessment and management principles

Evidence Required

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 ability to

analyse costs of operating customer contact operations

prepare justify and present the budget

control and monitor the budget and comply with financial control systems

demonstrate knowledge of budgeting principles

Context of and specific resources for assessment

Assessment must ensure access to

information and databases for analysis activities

relevant standards and guidelines

financial control systems and budget documentation and reporting

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 onthejob performance by the candidate

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

review of feedback from stakeholders

review of performance against targets and budget

review of transaction cost report

review of operations budget

review of budget justification documentation

review of budget performance tracking report

oral andor written questioning to assess knowledge of strategies to minimise threats to budget

review of communication plan

Guidance information for assessment

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

BSBCCOB Optimise customer contact operations

BSBCCO601B Optimise customer contact operations

BSBMGTA Develop a contact centre business plan

BSBMGT618A Develop a contact centre business plan.

Range Statement

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.

Transaction costsmay include:	unit cost per transaction, which may comprise: administration costs information technology costs incentive payment costs infrastructure costs staff costs support service costs telecommunications services costs.
Revenuemay include:	payments for outsourced services payments for services provided to organisation performance incentives sales and marketing incentives.
Operating expensesmay include:	information technology costs labour costs recurring costs associated with operations rental for facilities repair and maintenance costs sales incentive payments stationery training costs utility costs.
Capital expendituremay include:	expenditure on depreciating assets nonrecurring costs purchase of equipment purchase of infrastructure.
Stakeholdersmay include:	back office support areas billing credit and collections executive finance marketing and sales regulatory strategy and planning other service areas.
Statistical performancemay include:	abandoned call data call volume and handling time data customer satisfaction data headcount and staffing data occupancy and adherence data overtime levels sales conversion rates sales data service level data.
Financial control systemsmay include:	enterprise-specific methods and tools for tracking and managing costs financial delegation limits reporting templates system-generated reports and alerts.