Unit of competency Outline

Date retreived
23/07/2026 12:53 AM AWST

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Manage customer engagement operational costs

Manage customer engagement operational costs

Unit of competency
National Code
BSBCUE608
State Code
AUJ67
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080301 - Business Management
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to manage costs in a customer engagement environment. It applies to individuals who analyse, design and execute judgements using wide ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Calculate cost
  • 1.1 Identify cost generating engagement centre transactions
  • 1.2 Calculate transaction costs
  • 1.3 Identify clearly fixed and variable components of transaction costs
2 Prepare budget
  • 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 engagement 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 Correlate statistical performance of engagement 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
  • 5.1 Closely monitor reasonable threats to budget on a regular basis
  • 5.2 Identify variations in engagement 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’s financial control systems
No information
No information
Replaces
State Code National Code Title Type
S8067 BSBCCO608B Manage customer contact operational costs Unit of competency
Replaced By
State Code National Code Title Type
OCF07 BSBOPS501 Manage business resources Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification
AVW8 BSB61015 Advanced Diploma of Leadership and Management Qualification