Manage customer contact operational costs

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCCO608B, 'Manage customer contact operational costs'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage customer contact operational costs' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

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

Qualifications and Skillsets

BSBCCO608B appears in the following qualifications:

  • BSB60407 - Advanced Diploma of Management
  • BSB50311 - Diploma of Customer Contact