Unit of competency Outline

Date retreived
23/07/2026 4:38 AM AWST

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Develop an engagement centre business plan

Develop an engagement centre business plan

Unit of competency
National Code
BSBMGT618
State Code
AUI43
TGA Status
Replaced
DTWD Status
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 develop, implement and maintain a business plan for a contact centre.It applies to individuals who are required to develop, implement and maintain an effective business plan that achieves positive outcomes and supports the overall success and growth of the organisation. It requires understanding best practice, focusing on continuous improvement activities, and the justification and presentation of the plan to the organisation.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Analyse current situation and evaluate alternatives
  • 1.1 Use a broad range of information sources to identify best practice criteria and examples
  • 1.2 Analyse current performance against best practice to identify improvement and business opportunities
  • 1.3 Identify operating requirements and constraints imposed by internal and external customers and suppliers
  • 1.4 Review and evaluate existing strategic and operating plans to identify opportunities for improvement
  • 1.5 Propose viable alternatives to improve current situation and to exploit opportunities
2. Set objectives in alignment with corporate aims
  • 2.1 Develop business objectives representing business needs and global trends
  • 2.2 Identify business objectives which support corporate aims
  • 2.3 Consult with key stakeholders and other relevant parties to ensure consensus on objectives
  • 2.4 Ensure objectives reflect a competitive position in the global market
3. Prepare business plan
  • 3.1 Develop a business plan based on agreed business objectives
  • 3.2 Translate business objectives into a feasible strategy
  • 3.3 Address all relevant operations in plans and justify any not addressed
  • 3.4 Identify clear profitability, productivity and performance targets in line with objectives
  • 3.5 Identify financial, physical and human resources requirements to implement strategies
  • 3.6 Include appropriate feedback and customer satisfaction measurement methods in business plan
  • 3.7 Comply with enterprise requirements for business planning
  • 3.8 Identify risks posed by business plans
  • 3.9 Incorporate risk management strategies for identified risks
4. Present business plan to senior management
  • 4.1 Deliver an effective written and oral presentation of a business plan
  • 4.2 Focus on critical aspects of the plan in the presentation
  • 4.3 Articulate and resolve specific concerns and needs raised about the plan
5. Implement and maintain business plan
  • 5.1 Communicate plan to team, engage team members with the plan and obtain buy in
  • 5.2 Establish action plans, systems and processes to implement business plan
  • 5.3 Conduct measurement programs to assess performance against business plan
  • 5.4 Adjust systems or processes in response to performance variations to maintain business plan
  • 5.5 Conduct regular substantive reviews of systems and processes
  • 5.6 Communicate performance results and issues arising to relevant stakeholders
No information
No information
Replaces
State Code National Code Title Type
D0854 BSBMGT618A Develop a contact centre business plan Unit of competency
Replaced By
State Code National Code Title Type
OCF05 BSBOPS601 Develop and implement business plans Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification