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.

ELEMENT

PERFORMANCE CRITERIA

1. Calculate cost for contact centre operations

1.1. Accurately identify all cost generating contact centre transactions

1.2. Accurately calculate transaction costs

1.3. Identify clearly fixed and variable components of transaction costs

2. Prepare budget for customer contact operation

2.1. Produce accurate estimates of expected revenue supported by business and financial records

2.2. Identify expected operating expenses based on realistic projections

2.3. Identify proposed capital expenditure based on business plans and estimates

2.4. Work closely with stakeholders to identify factors that may influence operations and costs

2.5. Prepare justifiable high, low and expected budget scenarios

3. Present and justify budget

3.1. Deliver an effective presentation of customer contact centre budget

3.2. Justify all aspects of operating expenses, revenues, and capital expenditure

3.3. Introduce qualitative information into justification when appropriate

4. Monitor budget performance

4.1. Correlate statistical performance of contact centre to budget estimates

4.2. Closely monitor all variations between actual budget reporting and expected budget

4.3. Maintain accurate tracking of accrued, invoiced, and other costs

4.4. Identify cash flow implications for current and planned events

4.5. Effectively communicate progress against budget to all stakeholders

5. Control financial operations of the customer contact operation

5.1. Closely monitor all reasonable threats to budget on a regular basis

5.2. Identify variations in contact centre performance which present threats to financial performance

5.3. Identify operational strategies to minimise threats to budget

5.4. Monitor staff compliance to financial delegation limits regularly

5.5. Regularly update organisation's financial control systems

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 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.

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

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.