Unit of competency Outline
Date retreived
22/07/2026 5:55 PM AWST
22/07/2026 5:55 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage customer contact operational costs
Manage customer contact operational costs
Unit of competency
National Code
BSBCCO608B
BSBCCO608B
State Code
S8067
S8067
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080301 - Business Management
Original Release Date
20/12/2011
Nominal Hours
80
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.
Notes
Elements and Performance Criteria
1. Calculate cost for contact centre operations
- 1.1 Identify cost-generating contact centre transactions
- 1.2 Calculatetransaction 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 expectedrevenuesupported by business and financial records
- 2.2 Identify expectedoperating expensesbased on realistic projections
- 2.3 Identify proposedcapital expenditurebased on business plans and estimates
- 2.4 Work closely withstakeholdersto 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 aspects of operating expenses, revenues and capital expenditure
- 3.3 Introduce qualitative information into justification when appropriate
4. Monitor budget performance
- 4.1 Correlatestatistical performanceof contact centre to budget estimates
- 4.2 Closely monitor 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 Communicate progress against budget to stakeholders
5. Control financial operations of the customer contact operation
- 5.1 Closely monitor reasonable threats to budget on a regular basis
- 5.2 Identify variations in contact centre performance that present threats to financial performance
- 5.3 Identify operational strategies to minimise threats to budget
- 5.4 Regularly monitor staff compliance with financial delegation limits
- 5.5 Regularly update organisation’sfinancial control systems
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.
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.
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.
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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUJ67 | BSBCUE608 | Manage customer engagement operational costs | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
| D184 | BSB60407 | Advanced Diploma of Management | Qualification |