Education Information System

[] About Program

This program was opened in 2013 in the scope of Social Sciences Vocational School affiliated to Düzce University. The duration of vocational training is 2 years and our students will graduate with 120 ECTS credits at the end of 2 years. In addition to the compulsory and elective courses required by the students, students are required to successfully complete 30 industrial workplace (internships). Education language is Turkish.

Call Center is the name given to the "Communication Centers" which interact with the customers, suppliers, dealers using telephone and all contact forms (web, faks, e-posta). The main purpose of this programme is train labor for the call center company. In general, a call center is employed at the following four levels: Agent, Team Leader, Supervisor, Operation Manager.

In this program, personnel are employed who can work in outsourcing call center companies and in call center units of enterprises. It is expected that those who want to work in this area will be able to work with dictation, strong memory, careful and patient work, and have strong sense of responsibility especially in communication and information technology.

Students who graduate from the Call Center Program are primarily interested in the call center units of private banks and financial institutions (tele-sales and tele-marketing services, etc.), call center service units of public institutions and organizations such as municipalities ; Alo 178, Alo 185) can be employed.

[] Goals

The aim of this programme is to fulfil the need for employees who have high communication skills and ability to persuade by phone and who is skillful and well-equipped about legal issues, human resources, reporting, customer relations, basic project management principles, basic marketing and sales techniques.

[] Objectives

By educating qualified labor force in accordance with the expectations of private and public sector; The call center sector is to contribute to the growth and development of our country.

[] Education Language

Turkish

[] Degree to Be Won

Students who successfully complete the programme will be awarded an Associate Degree in Call Center Services.

[] Earned Level of Qualification

It is a program that provides associate degree education.

[] Admission Requirements

The admissions of students to the programs are made according to the Student Selection and Placement Center (OSYM – University entrance exam) within the framework set by the regulations of Higher Education Council (HEC). After students inform the Student Selection and Placement Center about what programs they want to study at, students are placed in the related programs according to their scores they got from the exam. Graduates of related vocational high schools can enroll in the department within the framework set by the regulations of Higher Education Council (HEC).

Foreign students are admitted to the related programs with the scores of internationally acceptable exams such as SAT, ACT or are admitted to the related programs with their high school graduation grades (Undergraduate and Graduate Programs for Foreign Students Admission Guidelines).

The admission of students of General Academic Exchange Protocol to the related programs are done within the framework of the bilateral agreements (ERASMUS, FARABI, etc) signed between Duzce University and the partner universities. Guest students may enroll into the courses in this program, if the related academic unit approves. Sufficient language knowledge is required to monitor the program.

[] Course's Contrubution To Program

To complete the available courses in the program (a total of 122 ECTS) successfully, the students have to get at least 50 points out of 100 and required to achieve 2.00 on a 4.00 weighted grade point average. To graduate from the programs students should get at least DD in all of the courses provided.Students are also required to complete the compulsory practice in the specified time.

[] Recognition of Prior Learning

Students enrolled in DU might be exempted from certain courses within the framework of certain regulations. A student can be exempted from a certain course provided related course content previously received from another institution complies with that of DU, which is subject to approval and verification by the Board of faculty/graduate school/school.

Recognition of Education Abroad

DU recognises academic terms and courses studied by a student that has been involved in an exchange programme for one or two terms at the universities with which a partnership was established.

Students that are selected to avail themselves of Student Mobility for Studies under ERASMUS are obliged to draw up an education agreement with relevant ERASMUS Unit Coordination prior to the mobility term. The education agreement demonstrates the courses to be studied at the partner university the student intends to go, as well as appropriate ECTS credits.

In addition to this, students shall be asked to issue a Recognition Sheet, which refers to the equivalent of foreign courses in DU, so that the credit transfer is planned and approved.

At the end of the exchange term, the courses studied abroad are recorded and demonstrated in the transcript, together with the original course codes and names and ECTS credits. Pursuant to ERASMUS Programme and Collaboration Agreements concluded thereunto, official transcripts will quote, an abbreviation signal of ET, European Transfer, for the courses studied abroad.

[] Description of Program

The Call Center Services Program, which is opened in accordance with the forward-looking policies and policies of our country within the vocational schools established to meet the qualified human power needed by the Turkish economy, has fulfilled an important task in the establishment of the workforce to be needed and in closing the opening of skilled workers.

Call Center Services Program is aim to train qualified professional staff such as team leader, supervisor, operation manager.

[] Program Requirements

No	Program Requirements
1	Having sufficient infrastructure in communication, public relations, law, marketing, management and other issues required by the field; To use theoretical and practical knowledge in these areas.
2	To be able to interpret and evaluate data, to identify and analyze data using basic knowledge and skills acquired in the field, and to be able to develop evidence-based solutions.
3	To be open to communication with friends, superiors and the people and groups that they serve in practical studies related to the field and gain organizational learning ability.
4	To have feasibility study related to the field and to have the knowledge and skills to implement the project.
5	Being equipped with the ability to produce solutions when facing situations that are unforeseen in field related applications, and ability to take responsibility in teams or in individual studies.
6	To have effective communication skills and to have a level of foreign language ability to follow innovations in the field.
7	Awareness of the necessity of lifelong learning; to monitor devjavascript:void(0)elopments in information and communication technologies, to use office software and to constantly renew themselves.
8	Being conscious about Ataturk's Principles and having knowledge about the History of the Revolution.
9	Having knowledge and awareness of work safety, worker health and environmental protection in matters related to the field.
10	To have knowledge and awareness of social responsibility, ethical values and social security rights in matters related to the field.
11	To acquire practical skills by examining the processes related to the field of public and private sector organizations on site.
12	To be able to open and operate a business on its own behalf; to evaluate and supervise the performance of employees and to have knowledge and skills about entrepreneurship.

[] TYYÇ - Based on the Adequacy-Relationship Adequacy of Program

Dosya için tıklayınız.

[] Professional Profile of Graduates

Call Center Services Program graduates can work as professional staff members such as customer representative, team leader, supervisor, operation manager.

[] The Upper Stage of a Transition

Those who have successfully completed the Associate Degree Program of Call Center Services are eligible to become Call Center Professionals. In addition, if they are successful in the vertical transfer examination conducted by Student Selection and Placement Center (OSYM), they can make a vertical transition to the following undergraduate programs:

-Public Relations
-Public Relations and Advertising
-Public Relations and Publicity
-Communication
-Communication Arts
-Communication Sciences
-Human Resources Management
-Business
-Business Information Management
-Media and Communication
-Media and Communication Systems
-Advertising and Public Relations
-New Media
-Management Information Systems

Students can also make a vertical transition to the relevant departments of Open Education without examination.

Those who have successfully completed the Associate Degree Program of Call Center Services are eligible to become Call Center Professionals.

Those who have successfully completed the Associate Degree Program of Call Center Services are eligible to become Call Center Professional

[] Program Structure

The Call Center Services Program students must complete a total of 85 national credits, including 22 of which belong to elective courses. The amount of ECTS credits is determined as 120 for each semester. Students have to do an internship for 30 working days. They can do their internships in the enterprises approved by the program coordinators in accordance with the Associate Education and Internship Directive of Düzce University. The duration of the Call Center Training Program is 2 years.

1st SEMESTER
CODE	NAME	T	P	T	ECTS
AIB1101	Ataturk's Principles and Revolution History I	2	0	2	2
TDB1121	Turkish Language I	2	0	2	2
ING1101	English I	2	0	2	2
CMH1111	General Legal Information	2	0	2	3
CMH1211	General and Technical Communication	2	0	2	4
CMH1311	General Business	3	0	3	5
CMH1411	Call Center Management	2	1	3	4
CMH1511	Mathematics	3	1	4	4
CMH1611	Basic Information Technology Usage I	2	1	3	4
TOTAL		20	2	22	30
2nd SEMESTER
CODE	NAME	T	P	T	ECTS
AIB1102	Ataturk's Principles and Revolution History II	2	0	2	2
TDB1122	Turkish Language II	2	0	2	2
ING1102	English II	2	0	2	2
CMH1212	New Communication Technologies	2	0	2	4
CMH1312	Marketing Principles	3	0	3	5
CMH1322	Strategic Management	2	0	2	3
CMH1412	Call Center Services for Sectors	2	1	3	4
CMH1612	Basic Information Technology Usage II	2	1	3	4
CMH1214	Commercial Mathematics	2	0	2	4
TOTAL		19	2	21	30
3rd SEMESTER
CMH2213	Verbal Communication and Rhetoric	1	1	2	3
CMH2333	Public Relations	2	0	2	5
CMH2323	Basic Sales Techniques	3	0	3	4
	ELECTIVE - 1	2	0	2	3
	ELECTIVE - 2	2	0	2	3
	ELECTIVE - 3	2	0	2	3
	ELECTIVE - 4	2	0	2	3
	ELECTIVE - 5	2	0	2	3
	ELECTIVE - 6	2	0	2	3
	TOTAL	20	1	20	30
ELECTIVE LESSONS
CMH2113	Labor and Social Security Law	2	0	2	3
CMH2123	Public Management	2	0	2	3
CMH2313	Customer Relationship Managment	2	0	2	3
CMH2343	Consumer Behavior	2	0	2	3
CMH2363	Electronic Commerce	2	0	2	3
CMH2373	Quality Management	2	0	2	3
CMH2383	Insurance	2	0	2	3
CMH2393	Management and Organization	2	0	2	3
CMH2413	Professional and Official Correspondence	2	0	2	3
CMH2423	Information and Records Management	2	0	2	3
CMH2433	Financial Investment Tools	2	0	2	3
CMH2623	Vocational Foreign Language I	2	0	2	3
CMH2214	Persuasive Speech Techniques	2	0	2	3
CMH2355	Entrepreneurship I	2	0	2	3
UGS201	Sign Language	2	0	2	3
CMH2133	Tax Law	2	0	2	3
4thSEMESTER
CMH2224	Effective Communication Skills with Phone	1	1	2	4
CMH2314	Customer Relationship Management Practices	2	1	3	3
CMH2404	Internship	0	0	0	4
CMH2414	Research Methods and Techniques	2	0	2	3
	ELECTIVE - 1	2	0	2	3
	ELECTIVE - 2	2	0	2	3
	ELECTIVE - 3	2	0	2	3
	ELECTIVE - 4	2	0	2	3
	ELECTIVE - 5	2	0	2	3
	TOTAL	16	2	18	30
ELECTIVE LESSONS
CMH1512	Statistcs	2	0	2	3
CMH2114	Vocational Ethics	2	0	2	3
CMH2124	Occupational Health and Safety	2	0	2	3
CMH2234	Social Psychology	2	0	2	3
CMH2324	Contemporary Management Techniques	2	0	2	3
CMH2334	Performance Management	2	0	2	3
CMH2344	Insurance Marketing	2	0	2	3
CMH2356	Entrepreneurship II	2	0	2	3
CMH2374	Human Resource Management	2	0	2	3
CMH2384	Business Skills and Group Work	2	0	2	3
CMH2424	Protocol Rules	2	0	2	3
CMH2444	Guided Study	2	0	2	3
CMH2223	Crisis and Stress Management	2	0	2	3
CMH2614	Vocational Foreign Language II	2	0	2	3
UGS204	First Aid	2	0	2	3
CMH2126	Traffic Safety	2	0	2	3

[] Examinations, Assessment and Grading

For each course, the method of assessment and grading is defined "Course Information Form" in details. Click for more information about regulations.

[] Graduation Requirements

The Call Center Services Program students must complete a total of 85 national credits, including 20 of which belong to elective courses. The ECTS credit amount is 30 for the 1st, 3rd and 4th semesters; The second semester has a total of 122, 32 of them. The duration of the Call Center Training Program is 2 years. The student who has successfully completed the courses shown in the curricula and has completed all the activities mentioned in this Regulation and other related legislations must also have completed a successful internship for 30 business days for graduation. The internship has not been credited with the program as it is a prerequisite for graduation. To graduate, students must be at least 2.00 AGNO's and must have completed all other studies.

[] Type of Training

Full-Time

[] Academic Staff

Head of Department
Lect. Özge AKŞEHİRLİ
ozgeaksehirli@duzce.edu.tr
Lecturer
Assist. Prof. Dr. Ömer Faruk ÖZGÜR
omerfarukozgur@duzce.edu.tr
Lecturer
Lect. Özge AKŞEHİRLİ
ozgeaksehirli@duzce.edu.tr
Lecturer
Lect. Oğuzhan DUMAN
oguzhanduman@duzce.edu.tr
Lecturer
Lect. NURBANU OCAK
nurbanuocak@duzce.edu.tr
Lecturer
Lect. Erdem AKDEMİR
erdemakdemir@duzce.edu.tr