Rapor Tarihi: 15.01.2026 04:51
| Course Title | Code | Language | Type | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|---|---|
| Call Center Management | CMH1411 | Turkish | Compulsory | 1. Semester | 2 + 1 | 3.0 | 4.0 |
| Prerequisite Courses | |
| Course Level | Associate |
| Mode of delivery | Face to face |
| Course Coordinator | Öğr. Gör. Erdem AKDEMİR |
| Instructor(s) | Öğr. Gör. Erdem AKDEMİR (Güz) |
| 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. |
| # | Öğrenme Kazanımı |
| 1 | Turkey's place in the Call Center, importance and growth potential, with understands world comparisons of selected countries. |
| 2 | By having professional experience in business information that people would easily adapt to business. |
| Week | Topics/Applications | Method |
|---|---|---|
| 1. Week | Call Center Service Industry | Preparation, After Class Study, Research |
| 2. Week | Call Center Service Industry in the World | Preparation, After Class Study, Research |
| 3. Week | Call Center Service Industry in Turkey | Preparation, After Class Study, Research |
| 4. Week | Call Center Basic Principles | Preparation, After Class Study, Research |
| 5. Week | Call Center Operational Definitions | Preparation, After Class Study, Research |
| 6. Week | Call Center Technical Definitions | Preparation, After Class Study, Research |
| 7. Week | Definitions and Applications | Preparation, After Class Study, Research |
| 8. Week | Definitions and Applications | Preparation, After Class Study, Research |
| 9. Week | Midterm | Preparation, After Class Study, Research |
| 10. Week | Planning Call Center Management | Preparation, After Class Study, Research |
| 11. Week | Technology Management in Call Center | Preparation, After Class Study, Research |
| 12. Week | Call Center Performance Management | Preparation, After Class Study, Research |
| 13. Week | Human Resources Management in Call Center | Preparation, After Class Study, Research |
| 14. Week | Quality Management in Call Center | Preparation, After Class Study, Research |
| No | Program Requirements | Level of Contribution | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 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. | ✔ | |||||
| 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. | ✔ | |||||
| Program Requirements | DK1 | DK2 |
|---|---|---|
| PY2 | 5 | 5 |
| PY4 | 4 | 4 |
| PY5 | 4 | 4 |
| Ders Kitabı veya Notu | Ders Kitabı veya Ders Notu bulunmamaktadır. |
|---|---|
| Diğer Kaynaklar |
|
| Güz Dönemi | |||
| Responsible Personnel | Grup | Evaluation Method | Percentage |
|---|---|---|---|
| Öğr. Gör. Erdem AKDEMİR | Vize | 30.00 | |
| Öğr. Gör. Erdem AKDEMİR | Final | 70.00 | |
| Toplam | 100.00 | ||
| ECTS credits and course workload | Quantity | Duration (Hour) | Total Workload (Hour) | |
|---|---|---|---|---|
|
Ders İçi |
Class Hours | 14 | 3 | 42 |
|
Ders Dışı |
Preparation, After Class Study | 8 | 3 | 24 |
| Research | 5 | 2 | 10 | |
|
Sınavlar |
Midterm 1 | 1 | 10 | 10 |
| Final | 1 | 16 | 16 | |
| Total Workload | 102 | |||
| *AKTS = (Total Workload) / 25,5 | ECTS Credit of the Course | 4.0 | ||
