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

BSBCCO608B Mapping and Delivery Guide
Manage customer contact operational costs

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO608B - Manage customer contact operational costs
Description This unit describes the performance outcomes, skills and knowledge required to manage costs in a customer contact environment. It requires the application of well-developed skills and knowledge in effective financial management and management of the budgetary process.Competence in this unit requires extensive knowledge of the industry and marketplace, well developed analytical and research skills, and the ability to work with data and statistics.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies in customer contact environments that operate under a considerable degree of statistical control, using high levels of technology.This work 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 Not applicable.
Competency Field
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
  • Identify cost-generating contact centre transactions
  • Calculatetransaction costs
  • Identify clearly fixed and variable components of transaction costs
       
Element: Prepare budget for customer contact operation
  • Produce accurate estimates of expectedrevenuesupported by business and financial records
  • Identify expectedoperating expensesbased on realistic projections
  • Identify proposedcapital expenditurebased on business plans and estimates
  • Work closely withstakeholdersto 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 aspects of operating expenses, revenues and capital expenditure
  • Introduce qualitative information into justification when appropriate
       
Element: Monitor budget performance
  • Correlatestatistical performanceof contact centre to budget estimates
  • Closely monitor 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
  • Communicate progress against budget to stakeholders
       
Element: Control financial operations of the customer contact operation
  • Closely monitor reasonable threats to budget on a regular basis
  • Identify variations in contact centre performance that present threats to financial performance
  • Identify operational strategies to minimise threats to budget
  • Regularly monitor staff compliance with financial delegation limits
  • Regularly update organisation’sfinancial 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 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

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 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:

BSBCCO601B 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 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

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:

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

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 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.

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
Identify cost-generating contact centre transactions 
Calculatetransaction costs 
Identify clearly fixed and variable components of transaction costs 
Produce accurate estimates of expectedrevenuesupported by business and financial records 
Identify expectedoperating expensesbased on realistic projections 
Identify proposedcapital expenditurebased on business plans and estimates 
Work closely withstakeholdersto 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 aspects of operating expenses, revenues and capital expenditure 
Introduce qualitative information into justification when appropriate 
Correlatestatistical performanceof contact centre to budget estimates 
Closely monitor 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 
Communicate progress against budget to stakeholders 
Closely monitor reasonable threats to budget on a regular basis 
Identify variations in contact centre performance that present threats to financial performance 
Identify operational strategies to minimise threats to budget 
Regularly monitor staff compliance with financial delegation limits 
Regularly update organisation’sfinancial control systems 

Forms

Assessment Cover Sheet

BSBCCO608B - 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

BSBCCO608B - 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: