Unit of competency details

BSBCUE608 - Manage customer engagement operational costs (Release 1)


ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Supersedes and is equivalent to BSBCCO608B - Manage customer contact operational costsUpdated to meet Standards for Training Packages Name changed to reflect industry practice 24/Mar/2015

Training packages that include this unit


SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080301 Business Management  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080301 Business Management  30/Jul/2015 
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Unit Of competency

Modification History



Release 1

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


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.

Unit Sector

Stakeholder relations – Customer engagement

Elements and 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

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.






1.1, 2.2, 2.3, 5.2

  • Recognises and evaluates complex texts to determine key information


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


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

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 


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


Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10


Assessment requirements

Modification History



Release 1

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

Performance Evidence

Evidence of the ability to:

  • analyse the fixed and variable costs of an operating customer engagement centre
  • prepare, justify and present a budget
  • communicate with stakeholders to obtain information and present and monitor the budget
  • control and monitor the budget in compliance with regulations and financial control systems
  • use and update the financial control system to ensure compliance.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • explain accounting, benchmarking and budgeting principles
  • outline cost-benefit analysis principles
  • describe the financial delegation policy of organisation, financial control systems and requirements
  • explain the organisational business objectives and goals, including operational and business planning
  • outline risk assessment and management principles.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations ‒ customer engagement field of work and include access to:

  • information and databases for analysis activities
  • relevant legislation, regulations, standards and guidelines
  • financial control systems
  • budget documentation and reporting
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.


Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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