NZQA registered unit standard
19441 version 3
Page 1 of 4
Title
Prepare business plan and budget for a contact centre
Level
6
Purpose
Credits
10
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
Explanatory notes
1
This unit standard has been developed for learning and assessment on-job.
2
Definitions
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.
3
Range
Evidence of one business plan and one budget is required.
4
The 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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19441 version 3
Page 2 of 4
Outcomes and evidence requirements
Outcome 1
Develop a business plan for a contact centre.
Evidence requirements
1.1
Contact centre business plan links to the mission and/or vision statement or
wider objectives of the organisation.
1.2
Contact centre structure and operating environment within the organisation are
documented in the contact centre business plan.
1.3
Contact centre’s strengths, weaknesses, opportunities, and threats are
identified in the contact centre business plan.
1.4
Strategic objectives for the contact centre are identified in the contact centre
business plan.
Range
1.5
strategic objectives may include but are not limited to – range of
activities and projects, customer service standards, ethical
standards, cultural standards, performance targets, company
targets.
How and when objectives are to be achieved, and the resources required, are
identified in the contact centre business plan.
Range
resource requirements may include but are not limited to –
financial, personnel, equipment, accommodation, maintenance,
training, external services.
1.6
The standard and format of the contact centre business plan is in accordance
with company procedures.
1.7
The business plan is agreed with relevant management personnel.
Outcome 2
Develop a financial budget for a contact centre.
Evidence requirements
2.1
Budget reflects the directions indicated in the agreed business plan.
2.2
Budget incorporates estimates of projected statistics and, where available,
analysis of historical data.
2.3
Budget itemises all categories of income and expenditure relating to the
operation and projects of the contact centre.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19441 version 3
Page 3 of 4
2.4
Budget calculations are free of arithmetical errors and are supported by
verifiable evidence.
2.5
The standard and format of the budget is in accordance with company
procedures.
Outcome 3
Review budget information for a contact centre.
Evidence requirements
3.1
Differences between actual and budgeted figures are identified and remedial
action is initiated in accordance with company procedures.
Planned review date
31 December 2015
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
27 May 2002
31 December 2011
Review
2
26 July 2005
31 December 2012
Review
3
18 March 2011
N/A
Accreditation and Moderation Action Plan (AMAP) reference
0003
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, before they can
report credits from assessment against unit standards or deliver courses of study leading
to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Consent requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP also includes useful information about special requirements for organisations
wishing to develop education and training programmes, such as minimum qualifications for
tutors and assessors, and special resource requirements.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19441 version 3
Page 4 of 4
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation (ETITO)
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016