| Course Title | Code | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|
| Call Center Management | CMH1411 | 1. Semester | 2 + 1 | 3.0 | 4.0 |
| Prerequisites | None |
| Language of Instruction | Turkish |
| Course Level | Associate |
| Course Type | |
| Mode of delivery | Face to face |
| Course Coordinator |
Lect. Erdem AKDEMİR |
| Instructor(s) |
Erdem AKDEMİR |
| Assistants | |
| Goals | With this course, the students often learn a call center operational and technical concepts used in the industry and use them in a way that is intended to absorb practical business life. |
| Course Content | In this course, the technical terms used in the call center industry and is focused on the overall structure of the industry. |
| Learning Outcomes |
- Turkey's place in the Call Center, importance and growth potential, with understands world comparisons of selected countries. - By having professional experience in business information that people would easily adapt to business. |
| Week | Topics | Learning Methods |
|---|---|---|
| 1. Week | Call Center Service Industry | Course Hours Research Preparation, After Class Study |
| 2. Week | Call Center Service Industry in the World | Preparation, After Class Study Research Course Hours |
| 3. Week | Call Center Service Industry in Turkey | Course Hours Preparation, After Class Study Research |
| 4. Week | Call Center Basic Principles | Course Hours Research Preparation, After Class Study |
| 5. Week | Call Center Operational Definitions | Preparation, After Class Study Course Hours Research |
| 6. Week | Call Center Technical Definitions | Research Course Hours Preparation, After Class Study |
| 7. Week | Definitions and Applications | Research Course Hours Preparation, After Class Study |
| 8. Week | Definitions and Applications | Course Hours Preparation, After Class Study Research |
| 9. Week | Midterm | Course Hours Preparation, After Class Study Research |
| 10. Week | Planning Call Center Management | Course Hours Preparation, After Class Study Research |
| 11. Week | Technology Management in Call Center | Preparation, After Class Study Research Course Hours |
| 12. Week | Call Center Performance Management | Preparation, After Class Study Research Course Hours |
| 13. Week | Human Resources Management in Call Center | Course Hours Preparation, After Class Study Research |
| 14. Week | Quality Management in Call Center | Preparation, After Class Study Course Hours Research |
| Call Centers Association's website, Datamonitor website |
| Scientific articles about the call center industry, statistics, reports and expert opinions and evaluations. |
| Program Requirements | Contribution Level | DK1 | DK2 | Measurement Method |
|---|---|---|---|---|
| PY2 | 5 | 5 | 5 | - |
| PY4 | 4 | 4 | 4 | - |
| PY5 | 4 | 4 | 4 | - |
| 0 | 1 | 2 | 3 | 4 | 5 | |
|---|---|---|---|---|---|---|
| Course's Level of contribution | None | Very Low | Low | Fair | High | Very High |
| Method of assessment/evaluation | Written exam | Oral Exams | Assignment/Project | Laboratory work | Presentation/Seminar |
| Event | Quantity | Duration (Hour) | Total Workload (Hour) |
|---|---|---|---|
| Course Hours | 14 | 3 | 42 |
| Preparation, After Class Study | 8 | 3 | 24 |
| Research | 5 | 2 | 10 |
| Midterm 1 | 1 | 10 | 10 |
| Final | 1 | 16 | 16 |
| Total Workload | 102 | ||
| ECTS Credit of the Course | 4.0 | ||
