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Evidence Guide: BSBCCO608B - Manage customer contact operational costs

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

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

 

BSBCCO608B - Manage customer contact operational costs

What evidence can you provide to prove your understanding of each of the following citeria?

Calculate cost for contact centre operations

  1. Identify cost-generating contact centre transactions
  2. Calculatetransaction costs
  3. Identify clearly fixed and variable components of transaction costs
Identify cost-generating contact centre transactions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculatetransaction costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clearly fixed and variable components of transaction costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare budget for customer contact operation

  1. Produce accurate estimates of expectedrevenuesupported by business and financial records
  2. Identify expectedoperating expensesbased on realistic projections
  3. Identify proposedcapital expenditurebased on business plans and estimates
  4. Work closely withstakeholdersto identify factors that may influence operations and costs
  5. Prepare justifiable high, low and expected budget scenarios
Produce accurate estimates of expectedrevenuesupported by business and financial records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify expectedoperating expensesbased on realistic projections

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify proposedcapital expenditurebased on business plans and estimates

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work closely withstakeholdersto identify factors that may influence operations and costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare justifiable high, low and expected budget scenarios

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present and justify budget

  1. Deliver an effective presentation of customer contact centre budget
  2. Justify aspects of operating expenses, revenues and capital expenditure
  3. Introduce qualitative information into justification when appropriate
Deliver an effective presentation of customer contact centre budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Justify aspects of operating expenses, revenues and capital expenditure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Introduce qualitative information into justification when appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor budget performance

  1. Correlatestatistical performanceof contact centre to budget estimates
  2. Closely monitor variations between actual budget reporting and expected budget
  3. Maintain accurate tracking of accrued, invoiced and other costs
  4. Identify cash flow implications for current and planned events
  5. Communicate progress against budget to stakeholders
Correlatestatistical performanceof contact centre to budget estimates

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Closely monitor variations between actual budget reporting and expected budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate tracking of accrued, invoiced and other costs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify cash flow implications for current and planned events

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate progress against budget to stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Control financial operations of the customer contact operation

  1. Closely monitor reasonable threats to budget on a regular basis
  2. Identify variations in contact centre performance that present threats to financial performance
  3. Identify operational strategies to minimise threats to budget
  4. Regularly monitor staff compliance with financial delegation limits
  5. Regularly update organisation’sfinancial control systems
Closely monitor reasonable threats to budget on a regular basis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify variations in contact centre performance that present threats to financial performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify operational strategies to minimise threats to budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly monitor staff compliance with financial delegation limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly update organisation’sfinancial control systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

Range Statement

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.