Information Package / Course Catalogue
| Course Code | : ÇMH103 |
| Course Type | : Required |
| Couse Group | : Short Cycle (Associate's Degree) |
| Education Language | : Turkish |
| Work Placement | : N/A |
| Theory | : 3 |
| Prt. | : 1 |
| Credit | : 4 |
| Lab | : 0 |
| ECTS | : 4 |
At the end of this course the student's Call Center Services industry in the world and Turkey to recognize, comprehend concepts related to the sector are expected to be able to assess developments in the sector and the main sectoral actors.
Call Center Concept and Development, Call Center Terminology, Call Center Services, Planning at Call Centers, Human Resources Management at Call Centers, Process Management at Call Centers, Team Management at Call Centers.
| Ins. Yasin BAŞLAR |
| 1. | This course defines the fundamental concepts of Call Center Management. |
| 2. | It describes the industry development of Call Center Management. |
| 3. | This section explains the history of call center management in Türkiye and worldwide. |
| 4. | Designs the organizational chart for Call Center Services. |
| 5. | This explains the importance of call center services for businesses. |
| 1. | Call Center Services, Call Gürsoy, Aslı Öztürk Terzi, Hıdır Polat, Mehmet Carlık, Sakarya Publishing. |
| Type of Assessment | Count | Percent |
|---|---|---|
| Midterm Examination | 1 | %40 |
| Final Examination | 1 | %60 |
| Activities | Count | Preparation | Time | Total Work Load (hours) |
|---|---|---|---|---|
| Lecture - Theory | 14 | 0 | 3 | 42 |
| Lecture - Practice | 14 | 0 | 1 | 14 |
| Term Project | 25 | 0 | 1 | 25 |
| Individual Work | 7 | 0 | 1 | 7 |
| Midterm Examination | 1 | 5 | 1 | 6 |
| Final Examination | 1 | 5 | 1 | 6 |
| TOTAL WORKLOAD (hours) | 100 | |||