The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Calculate cost for contact centre operations
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Accurately identify all cost generating contact centre transactions Completed |
Evidence:
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Accurately calculate transaction costs Completed |
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Identify clearly fixed and variable components of transaction costs Completed |
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Prepare budget for customer contact operation
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Produce accurate estimates of expected revenue supported by business and financial records Completed |
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Identify expected operating expenses based on realistic projections Completed |
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Identify proposed capital expenditure based on business plans and estimates Completed |
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Work closely with stakeholders to identify factors that may influence operations and costs Completed |
Evidence:
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Prepare justifiable high, low and expected budget scenarios Completed |
Evidence:
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Present and justify budget
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Deliver an effective presentation of customer contact centre budget Completed |
Evidence:
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Justify all aspects of operating expenses, revenues, and capital expenditure Completed |
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Introduce qualitative information into justification when appropriate Completed |
Evidence:
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Monitor budget performance
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Correlate statistical performance of contact centre to budget estimates Completed |
Evidence:
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Closely monitor all variations between actual budget reporting and expected budget Completed |
Evidence:
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Maintain accurate tracking of accrued, invoiced, and other costs Completed |
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Identify cash flow implications for current and planned events Completed |
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Effectively communicate progress against budget to all stakeholders Completed |
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Control financial operations of the customer contact operation
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Closely monitor all reasonable threats to budget on a regular basis Completed |
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Identify variations in contact centre performance which present threats to financial performance Completed |
Evidence:
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Identify operational strategies to minimise threats to budget Completed |
Evidence:
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Monitor staff compliance to financial delegation limits regularly Completed |
Evidence:
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Regularly update organisation's financial control systems Completed |
Evidence:
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