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Title / Prepare business plan and budget for a contact centre
Level / 6 / Credits / 10
Purpose / This unit standard is intended to be used for the training and assessment of contact centre management and covers business planning and budgeting skills and knowledge required of contact centre managers.
People credited with this unit standard are able to:
- develop a business plan for a contact centre;
- develop a financial budget for a contact centre; and
- review budget information for a contact centre.
Classification / Contact Centres > Contact Centre Management
Available grade / Achieved
Guidance Information
1This unit standard has been developed for learning and assessment on-job.
2Definitions
Business plan – live document that outlines a contact centre’s operational targets and environment which may include – financial information, human resource strategies, logistics, business analysis, and technological requirements.
Company procedures – the policies, procedures, and/or guidelines currently in use in the contact centre.
Contact centre – an organisational unit that acts as a focal point for communication between organisations and customers using live voice telephony and/or information technology to meet service purposes. Contact centres exist across a wide range of industries. Examples include – banking, insurance, telecommunications, computer companies, retailers and suppliers of services, local government, government agencies, travel industry, market research companies, and charity organisations.
3Range
Evidence of one business plan and one budget is required.
4The contact centre industry considers the complexity and technology of the contact centre environment to be such that competency in the skills and knowledge covered by this unit standard cannot be fully demonstrated under simulated conditions. Assessment against this unit standard must therefore only take place after a period of practical work experience in a real contact centre.
Outcomes and performance criteria
Outcome 1
Develop a business plan for a contact centre.
Performance criteria
1.1Contact centre business plan links to the mission and/or vision statement or wider objectives of the organisation.
1.2Contact centre structure and operating environment within the organisation are documented in the contact centre business plan.
1.3Contact centre’s strengths, weaknesses, opportunities, and threats are identified in the contact centre business plan.
1.4Strategic objectives for the contact centre are identified in the contact centre business plan.
Rangestrategic objectives may include but are not limited to – range of activities and projects, customer service standards, ethical standards, cultural standards, performance targets, company targets.
1.5How and when objectives are to be achieved, and the resources required, are identified in the contact centre business plan.
Rangeresource requirements may include but are not limited to – financial, personnel, equipment, accommodation, maintenance, training, external services.
1.6The standard and format of the contact centre business plan is in accordance with company procedures.
1.7The business plan is agreed with relevant management personnel.
Outcome 2
Develop a financial budget for a contact centre.
Performance criteria
2.1Budget reflects the directions indicated in the agreed business plan.
2.2Budget incorporates estimates of projected statistics and, where available, analysis of historical data.
2.3Budget itemises all categories of income and expenditure relating to the operation and projects of the contact centre.
2.4Budget calculations are free of arithmetical errors and are supported by verifiable evidence.
2.5The standard and format of the budget is in accordance with company procedures.
Outcome 3
Review budget information for a contact centre.
Performance criteria
3.1Differences between actual and budgeted figures are identified and remedial action is initiated in accordance with company procedures.
This unit standard is expiring. Assessment against the standard must take place by the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 27 May 2002 / 31 December 2011
Review / 2 / 26 July 2005 / 31 December 2012
Review / 3 / 18 March 2011 / 31 December 2021
Review / 4 / 27 September 2018 / 31 December 2021
Consent and Moderation Requirements (CMR) reference / 0003
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
The Skills OrganisationSSB Code 100401 / New Zealand Qualifications Authority 2019