Information Package / Course Catalogue
| Course Code | : ÇMH104 |
| 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 is expected to be able to explain call center technologies, information management in call center, quality management and human resources management.
Call Center Technologies, Technology Management at Call Centers, Quality Management at Call Centers, Information Management at Call Centers and Decision Making.
| 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 | 2 | 28 |
| Assignment | 2 | 0 | 6 | 12 |
| Term Project | 2 | 0 | 25 | 50 |
| Midterm Examination | 1 | 4 | 1 | 5 |
| Final Examination | 1 | 4 | 1 | 5 |
| 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 | 2 | 4 | 1 | 3 | 4 | 4 | |||
OÇ-2 | 4 | 3 | 3 | 1 | 2 | |||||
OÇ-3 | 3 | 2 | 2 | 1 | 1 | 3 | ||||
OÇ-4 | 2 | 1 | 2 | 5 | ||||||
OÇ-5 | 3 | 1 | 2 | 2 | 3 | 1 | ||||