| Course Title | Code | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|
| Call Center Services for Sectors | CMH1412 | 2. Semester | 2 + 1 | 3.0 | 5.0 |
| Prerequisites | None |
| Language of Instruction | Turkish |
| Course Level | Associate |
| Course Type | |
| Mode of delivery | Face-to-face, student presentation. |
| Course Coordinator |
Lect. Erdem AKDEMİR |
| Instructor(s) |
Erdem AKDEMİR |
| Assistants | |
| Goals | Call center in the world and provide the most services sectors and types of services provided in Turkey, according to the relative weight by learning, help students to serve as the preferred sector-specific. |
| Course Content | This course includes calling features and services sector, given the type of service. |
| Learning Outcomes |
- Find reports and statistics related to the development of the sector, review and reporting. - The relative importance and the basic mechanisms of learning through the sector with important institutions, to grasp the nature of the call to service. |
| Week | Topics | Learning Methods |
|---|---|---|
| 1. Week | The main features of the sector served by call center industry | Course Hours Preparation, After Class Study |
| 2. Week | The main features of the sector served by call center industry | Preparation, After Class Study Course Hours |
| 3. Week | Call Center industry has established business relationship with the financial sector. | Research Preparation, After Class Study Course Hours |
| 4. Week | Call Center industry has established business relationship with the financial sector. | Preparation, After Class Study Research Course Hours |
| 5. Week | Call Center industry has established business relationship with the financial sector. | Course Hours Preparation, After Class Study Research |
| 6. Week | business relationship established with call center sector of the telecommunications industry. | Preparation, After Class Study Course Hours |
| 7. Week | business relationship established with call center sector of the telecommunications industry. | Course Hours Preparation, After Class Study |
| 8. Week | business relationship established with call center sector of the telecommunications industry. | Preparation, After Class Study Course Hours |
| 9. Week | Mid term | |
| 10. Week | Call Center Training in the retail and service sectors. | Course Hours Preparation, After Class Study |
| 11. Week | Call Center Training in the retail and service sectors. | Preparation, After Class Study Course Hours |
| 12. Week | Call center training in the public sector. | Preparation, After Class Study Research Course Hours |
| 13. Week | Call Center Training in the Education and Health sectors. | Course Hours Preparation, After Class Study Research |
| 14. Week | Call Center Training in other sectors. | Course Hours Preparation, After Class Study |
| 15. Week | final exam |
| 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 |
|---|---|---|---|---|
| PY1 | 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 | 2 | 16 |
| Research | 8 | 2 | 16 |
| Midterm 1 | 1 | 10 | 10 |
| Homework 1 | 3 | 1 | 3 |
| Final | 1 | 15 | 15 |
| Total Workload | 102 | ||
| ECTS Credit of the Course | 5.0 | ||
