Information Package / Course Catalogue
Human Resources Management in Call Centers
Course Code: ÇMH118
Course Type: Required
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 3
Prt.: 0
Credit: 3
Lab: 0
ECTS: 3
Objectives of the Course

This course aims to provide the student with the ability to perform functions related to human resources management in institutions.

Course Content

It covers basic functions such as management and principles of human resources, job analysis, employee planning, employee recruitment and selection, orientation, training, training and development, career planning, reward and compensation, and modern application examples.

Name of Lecturer(s)
Ins. Yasin BAŞLAR
Learning Outcomes
1.This document describes job analysis and job description in call center management.
2.They plan recruitment processes in call center management.
3.It identifies the training needs of personnel in call center management.
4.Creates an organizational chart for Call Center Management.
5.This describes job descriptions in Call Center Management.
Recommended or Required Reading
1.Human Resources Management - Ali AKDEMİR, Harun DEMİRKAYA
2.Human Resources Management and Career Practices - M.Şer,f ŞİMŞEK, Adnan ÇELİK, Ayten AKATAY
3.New Dimensions in Human Resources Management - Ersin KAVİ
Weekly Detailed Course Contents
Week 1 - Theoretical
The concept of human resources management and its historical development
Week 2 - Theoretical
The place and strategic importance of HRM units in businesses
Week 3 - Theoretical
HRM Functions, techniques and methods
Week 4 - Theoretical
Human Resource Planning function
Week 5 - Theoretical
Finding Human Resource function
Week 6 - Theoretical
Human Resource Selection function
Week 7 - Theoretical
Human Resource Placement function
Week 8 - Theoretical
Human Resource Placement function (Midterm exam evaluation)
Week 9 - Theoretical
Onboarding Function
Week 10 - Theoretical
Training and Development Function
Week 11 - Theoretical
Job development and job enrichment function
Week 12 - Theoretical
Performance evaluation function
Week 13 - Theoretical
Remuneration and reward functionality
Week 14 - Theoretical
Current developments in the field of human resources
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory331451
Assignment33112
Quiz1516
Midterm Examination1516
TOTAL WORKLOAD (hours)75
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
PÇ-6
PÇ-7
PÇ-8
PÇ-9
PÇ-10
OÇ-1
4
1
5
2
1
OÇ-2
2
1
2
3
OÇ-3
3
4
2
3
1
5
OÇ-4
1
2
4
OÇ-5
2
2
5
Adnan Menderes University - Information Package / Course Catalogue
2026