Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCCO608A Mapping and Delivery Guide
Manage customer contact operational costs

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO608A - Manage customer contact operational costs
Description This unit describes the performance outcomes, skills and knowledge required to manage costs in a customer contact environment. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit is applied in a customer contact environment which operates under a considerable degree of statistical control, utilising high levels of technology. It requires the application of well developed skills and knowledge in effective financial management and the management of the budgetary process.Competence in this unit requires accurate and comprehensive management of the budget and all associated reporting. It also requires extensive knowledge of the industry and marketplace, well developed analytical and research skills, and the ability to effectively work with data and statistics.This role is undertaken by those with managerial responsibility.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Stakeholder Relations - Contact Centre Operations
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Calculate cost for contact centre operations
  • Accurately identify all cost generating contact centre transactions
  • Accurately calculate transaction costs
  • Identify clearly fixed and variable components of transaction costs
       
Element: Prepare budget for customer contact operation
  • Produce accurate estimates of expected revenue supported by business and financial records
  • Identify expected operating expenses based on realistic projections
  • Identify proposed capital expenditure based on business plans and estimates
  • Work closely with stakeholders to identify factors that may influence operations and costs
  • Prepare justifiable high, low and expected budget scenarios
       
Element: Present and justify budget
  • Deliver an effective presentation of customer contact centre budget
  • Justify all aspects of operating expenses, revenues, and capital expenditure
  • Introduce qualitative information into justification when appropriate
       
Element: Monitor budget performance
  • Correlate statistical performance of contact centre to budget estimates
  • Closely monitor all variations between actual budget reporting and expected budget
  • Maintain accurate tracking of accrued, invoiced, and other costs
  • Identify cash flow implications for current and planned events
  • Effectively communicate progress against budget to all stakeholders
       
Element: Control financial operations of the customer contact operation
  • Closely monitor all reasonable threats to budget on a regular basis
  • Identify variations in contact centre performance which present threats to financial performance
  • Identify operational strategies to minimise threats to budget
  • Monitor staff compliance to financial delegation limits regularly
  • Regularly update organisation's financial control systems
       


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:

analysis of costs of operating customer contact operations

preparation, justification and presentation of the budget

control and monitoring of the budget and compliance with financial control systems

knowledge of budgeting principles.

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 standards and guidelines

access to 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 on-the-job performance by the candidate

review of feedback from stakeholders

review of performance against targets/budget

review of transaction cost report

review of operations budget

review of budget justification documentation

review of budget performance tracking report

oral and/or 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:

BSBCCO601A Optimise customer contact operations

BSBMGT618A Develop a contact centre business plan.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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

analytical skills to analyse relevant workplace information and data, and to understand budget scenarios, sensitivities and threats

attention to detail

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

financial skills to manage budgetary resources

information technology skills to organise and use data efficiently

interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to establish relevant networks with key people

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

literacy skills to articulate ideas and information clearly; to prepare and present reports containing complex information, data and concepts

negotiation and communication skills to gain positive budget outcomes for the contact centre

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

research skills to access relevant information and to consider all available options

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

Required knowledge

accounting principles

benchmarking principles

budgeting principles

cost/benefit 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.

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 costs may include:

unit cost per transaction which may be comprised of:

administration costs

information technology costs

incentive payment costs

infrastructure costs

staff costs

support service costs

telecommunications services costs

Revenue may include:

payment for outsource services

payments for services provided to organisation

performance incentives

sales and marketing incentives

Operating expenses may include:

information technology costs

labour costs

recurring costs associated with operations

rental for facilities

repairs and maintenance costs

sales incentive payments

stationery

training costs

utilities costs

Capital expenditure may include:

expenditure on depreciating assets

non-recurring costs

purchase of equipment

purchase of infrastructure

Stakeholders may include:

back office support areas

billing

credit and collections

executive

finance

marketing and sales

regulatory

strategy and planning

other service areas

Statistical performance may 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 systems may include:

enterprise specific methods and tools for tracking and managing costs

financial delegation limits

reporting templates

system generated reports and alerts

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
Accurately identify all cost generating contact centre transactions 
Accurately calculate transaction costs 
Identify clearly fixed and variable components of transaction costs 
Produce accurate estimates of expected revenue supported by business and financial records 
Identify expected operating expenses based on realistic projections 
Identify proposed capital expenditure based on business plans and estimates 
Work closely with stakeholders to identify factors that may influence operations and costs 
Prepare justifiable high, low and expected budget scenarios 
Deliver an effective presentation of customer contact centre budget 
Justify all aspects of operating expenses, revenues, and capital expenditure 
Introduce qualitative information into justification when appropriate 
Correlate statistical performance of contact centre to budget estimates 
Closely monitor all variations between actual budget reporting and expected budget 
Maintain accurate tracking of accrued, invoiced, and other costs 
Identify cash flow implications for current and planned events 
Effectively communicate progress against budget to all stakeholders 
Closely monitor all reasonable threats to budget on a regular basis 
Identify variations in contact centre performance which present threats to financial performance 
Identify operational strategies to minimise threats to budget 
Monitor staff compliance to financial delegation limits regularly 
Regularly update organisation's financial control systems 

Forms

Assessment Cover Sheet

BSBCCO608A - Manage customer contact operational costs
Assessment task 1: [title]

Student name:

Student ID:

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

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO608A - Manage customer contact operational costs

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

Assessor name:

Signature:

Date:

Student signature:

Date: