risk analysis of at least three risks to the success of the call centre using

Risk analysis of at least three risks to the success

This preview shows page 17 - 19 out of 37 pages.

risk analysis of at least three risks to the success of the call centre using the risk assessment matrix in you learner workbook. For each identified risk, you must develop a contingency plan to minimise the likelihood or consequences of the risk occurring. Task Four Review the key information provided in the task overview and using the information you provided in the previous tasks and other information as required, develop an operational plan for the new call centre to be fully operational in three months. You will need to research on the internet for a suitable template. Your operational plan must include: BizOps mission BizOps objectives BizOps Call Centre strategy Action Plan for key deliverables Key Performance Indicators Budget Risk Management Outcome Approvals Task Five Arrange a time with your assessor to present your plan during class time before commencing the next task. You will need to explain and justify each part of your plan , seek their approval and agree on any changes required . You must also outline the legislative and regulatory context of your plan, and BizOps policies and procedures that are relevant to the implementation of the plan, including but not limited to health and safety. You must ensure you communicate with your assessor in an appropriate business manner, as if you were addressing a senior manager at BizOps. Your meeting is expected to take approximately 15 minutes. Your assessor will complete Observation Checklist I at the end of your presentation. Please ensure you review the Observation Checklist before you commence your presentation so that you are fully prepared and know exactly what is expected of you. Please submit the completed Observation checklist I as evidence of this task. Task Six Review the key information provided in the task overview and develop a recruitment and development strategy to meet the requirements of the call centre. Your strategy must comply with the BizOps recruitment policy and must include: Number of staff to be recruited Full time or part time, shift work Start date Skills required How you will source candidates How you will protect BizOps’ intellectual property during the recruitment and selection process Initial training to be provided Ongoing coaching and mentoring plan Page: 17 of 37 Version: 2.2 Responsibility: Course Coordinator Last Reviewed: July 2018
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