To develop effective communication skills. To develop professional behavior in customer relations. To increase empathy, active listening, and accurate expression skills. To teach methods for dealing with difficult customers. To teach how to use elements such as tone of voice, diction, and body language (non-verbal communication) when communicating on the phone.

The Communication in Call Centers course is structured to improve the communication skills of call center employees. The course covers the fundamental concepts, types, and elements of communication, equipping students with effective communication skills. Topics such as telephone communication techniques, professional speaking etiquette, active listening, and empathic approach are covered in detail. Furthermore, customer-focused communication, methods for dealing with difficult customers, problem-solving, and crisis communication skills are also key topics of the course. Students' professional competencies are supported through topics such as emotional intelligence, empathy, effective team communication, and time and stress management. Speaking techniques such as diction, tone of voice, stress, and intonation are also emphasized, aiming to establish trustworthy and clear communication over the phone. By the end of the course, students will be prepared for various communication scenarios they may encounter in the call center environment and will develop professional communication strategies to increase customer satisfaction.