Information Package / Course Catalogue
Measurement and Evaluation in Call Centers
Course Code: ÇMH201
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

This course aims to teach basic concepts related to performance and efficiency in call center management and to teach measurement methods of efficiency and productivity.

Course Content

Call Center Core Components and Performance Management, Efficiency and Effectivity Matrix in Call Center Management, Cost Measurement, Income Measurement, Service Presentation Measurements, Quality Measurements.

Name of Lecturer(s)
Ins. Yasin BAŞLAR
Learning Outcomes
1.It defines call center concepts.
2.They plan performance indicators (KPI) for the call center.
3.It plans the processes for the interactive voice response (IVR) system.
4.It describes common challenges encountered in call center operations management.
5.They plan performance management processes in the call center.
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 Core Components and Performance Management
Week 2 - Theoretical
Call Center Core Components and Performance Management
Week 3 - Theoretical
Call Center Core Components and Performance Management
Week 4 - Theoretical
Effectiveness and Effectiveness Matrix in Call Center Management
Week 5 - Theoretical
Effectiveness and Effectiveness Matrix in Call Center Management
Week 6 - Theoretical
Effectiveness and Effectiveness Matrix in Call Center Management
Week 7 - Theoretical
Effectiveness and Effectiveness Matrix in Call Center Management
Week 8 - Theoretical
Effectiveness and Effectiveness Matrix in Call Center Management (Midterm exam evaluation)
Week 9 - Theoretical
Cost Measurement
Week 10 - Theoretical
Cost Measurement
Week 11 - Theoretical
Income Measurement
Week 12 - Theoretical
Income Measurement
Week 13 - Theoretical
Service Delivery Measurements
Week 14 - Theoretical
Quality Measures
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Assignment100330
Individual Work100220
Midterm Examination110111
Final Examination110111
TOTAL WORKLOAD (hours)100
Contribution of Learning Outcomes to Programme Outcomes