Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 2.2, 2.3, 5.2

• Recognises and evaluates complex texts to determine key information

Writing

2.1, 3.2, 3.3, 4.5, 5.5

• Develops material for a specific audience using clear and detailed language and numerical data in order to convey explicit information, requirements and recommendations
• Develops or reviews enterprise specific templates

Oral Communication

2.4, 3.1, 3.2, 3.3

• Clearly articulates information using relevant language appropriate to the audience and employs persuasive language in order to convey a specific message
• Clearly articulates requirements using language appropriate to audience and environment and participates in a verbal exchange of ideas/solutions

Numeracy

1.1, 1.2, 1.3, 2.1, 2.2, 2.3, 2.5, 3.3, 4.1, 4.2, 4.3, 4.4

• Uses mathematical formula to calculate whole numbers and decimals to determine and predict the impact of different operational strategies
• Analyses data using mathematical methodologies to predict different scenarios

Interact with others

2.4, 3.1, 4.5

• Collaborates with stakeholders to achieve joint outcomes, playing an active role in facilitating effective group interaction, influencing direction and taking a leadership role on occasion
• Demonstrates sophisticated control over oral, visual and/or written formats, drawing on a range of communication practices to effectively present budgets

Get the work done

1.1, 2.1, 4.2, 4.5. 5.1-5.5

• Sequences and schedules complex operational cost-management activities, monitors implementation and manages relevant communication
• Uses systematic, analytical processes in budget-monitoring and staff-compliance situations, setting goals, gathering relevant information, and identifying and evaluating options against agreed criteria
• Uses formal analytical and lateral thinking techniques for identifying issues, generating and evaluating possible solutions to budget threats
• Uses a range of digital applications to access,, extract, organise, integrate and share relevant budgetary or financial information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE608 Manage customer engagement operational costs

BSBCCO608B Manage customer contact operational costs

Updated to meet Standards for Training Packages

Name changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.