Unit of competency Outline
Date retreived
23/07/2026 2:33 AM AWST
23/07/2026 2:33 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Develop a contact centre business plan
Develop a contact centre business plan
Unit of competency
National Code
BSBMGT618A
BSBMGT618A
State Code
D0854
D0854
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
09/07/2014
Field of Education
080301 - Business Management
Original Release Date
09/07/2014
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to develop, implement and maintain a business plan for a contact centre.
Notes
Elements and Performance Criteria
1. Analyse the 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 which represent 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 a 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 a 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 a business plan
- 5.1. Communicate plan to team, engage team members with the plan and obtain buy in from the team
- 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
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Best practice may include:
business model and structure
cost to serve
customer satisfaction
human resources management
identifying areas with exemplary processes
performance
training
use of technology
Stakeholders may include:
business unit staff (own team)
enterprise employees at management level with an interest in operations and performance outcomes
external clients and suppliers with an interest in business planning including contracting organisations, recruitment suppliers, software and equipment suppliers
Risks may include:
damage to property/equipment
environmental
equipment/system failures
financial/economic loss/failure
industrial disputation
natural disasters
occupational health and safety
political events
product failure
professional incompetence
security failure (including criminal activities)
Best practice may include:
business model and structure
cost to serve
customer satisfaction
human resources management
identifying areas with exemplary processes
performance
training
use of technology
Stakeholders may include:
business unit staff (own team)
enterprise employees at management level with an interest in operations and performance outcomes
external clients and suppliers with an interest in business planning including contracting organisations, recruitment suppliers, software and equipment suppliers
Risks may include:
damage to property/equipment
environmental
equipment/system failures
financial/economic loss/failure
industrial disputation
natural disasters
occupational health and safety
political events
product failure
professional incompetence
security failure (including criminal activities)
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
developing, implementing, controlling and monitoring a contact centre business plan
knowledge of organisational, statutory, regulatory and legislative requirements.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information and databases for analysis activities
access to relevant legislation, standards and guidelines
access to stakeholder feedback.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
review of business plan documentation
oral and/or written questioning to assess knowledge of global trends and best practice
review of stakeholder feedback
review of communication plan and stakeholder understanding and knowledge of plan
analysis of existing business plans
review of documentation of business objectives
direct observation of business plan presentation
review of management documentation endorsing the business plan
review of analysis of the performance of a business plan including statistical measurement.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
developing, implementing, controlling and monitoring a contact centre business plan
knowledge of organisational, statutory, regulatory and legislative requirements.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information and databases for analysis activities
access to relevant legislation, standards and guidelines
access to stakeholder feedback.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
review of business plan documentation
oral and/or written questioning to assess knowledge of global trends and best practice
review of stakeholder feedback
review of communication plan and stakeholder understanding and knowledge of plan
analysis of existing business plans
review of documentation of business objectives
direct observation of business plan presentation
review of management documentation endorsing the business plan
review of analysis of the performance of a business plan including statistical measurement.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUI43 | BSBMGT618 | Develop an engagement centre business plan | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |