Information Package / Course Catalogue
Call Center Management II
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
Objectives of the Course

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.

Course Content

Call Center Technologies, Technology Management at Call Centers, Quality Management at Call Centers, Information Management at Call Centers and Decision Making.

Name of Lecturer(s)
Ins. Yasin BAŞLAR
Learning Outcomes
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.
Recommended or Required Reading
1.Call Center Services, Call Gürsoy, Aslı Öztürk Terzi, Hıdır Polat, Mehmet Carlık, Sakarya Publishing.
Weekly Detailed Course Contents
Week 1 - Theoretical
Call Center Technologies
Week 2 - Theoretical
Call Center Technologies
Week 3 - Theoretical
Call Center Technologies
Week 4 - Theoretical
Call Center Technologies
Week 5 - Theoretical
Technology Management at Call Centers
Week 6 - Theoretical
Technology Management at Call Centers
Week 7 - Theoretical
Technology Management at Call Centers
Week 8 - Theoretical
Technology Management at Call Centers (Midterm exam evaluation)
Week 9 - Theoretical
Quality Management in Call Centers
Week 10 - Theoretical
Quality Management in Call Centers
Week 11 - Theoretical
Quality Management in Call Centers
Week 12 - Theoretical
Quality Management in Call Centers
Week 13 - Theoretical
Information Management and Decision Making in Call Centers
Week 14 - Theoretical
Information Management and Decision Making in Call Centers
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Assignment20612
Term Project202550
Midterm Examination1415
Final Examination1415
TOTAL WORKLOAD (hours)100
Contribution of Learning Outcomes to Programme Outcomes