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. | Describe the basic concepts of Call Center Management course. |
| 2. | Analyze and evaluate information on the Call Center Services area. |
| 3. | Call Center Services can identify the ethical and technical qualities that must be in the employee. |
| 4. | Understand the importance of Call Center Services. |
| 5. | Understand the duties of the Call Center Manager. |
| 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 | |||
PÇ-1 | PÇ-2 | PÇ-3 | PÇ-4 | PÇ-5 | PÇ-6 | PÇ-7 | PÇ-8 | PÇ-9 | PÇ-10 | |
OÇ-1 | 5 | 5 | 5 | 4 | 4 | 3 | 2 | 3 | 1 | |
OÇ-2 | 5 | 4 | 5 | 4 | 4 | 3 | 2 | 5 | 1 | |
OÇ-3 | 5 | 5 | 5 | 4 | 4 | 5 | 2 | 5 | 1 | |
OÇ-4 | 5 | 4 | 5 | 4 | 4 | 3 | 2 | 5 | 1 | |
OÇ-5 | 5 | 5 | 5 | 4 | 4 | 3 | 2 | 5 | 1 | |