Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBMGT618A Mapping and Delivery Guide
Develop a contact centre business plan
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBMGT618A - Develop a contact centre business plan |
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Description | This unit describes the performance outcomes, skills and knowledge required to develop, implement and maintain a business plan for a contact centre. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | 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. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Analyse the current situation and evaluate alternatives |
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Element: Set objectives in alignment with corporate aims |
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Element: Prepare a business plan |
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Element: Present a business plan to senior management |
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Element: Implement and maintain a business plan |
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