Information Package / Course Catalogue
| 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 |
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.
Call Center Core Components and Performance Management, Efficiency and Effectivity Matrix in Call Center Management, Cost Measurement, Income Measurement, Service Presentation Measurements, Quality Measurements.
| Ins. Yasin BAŞLAR |
| 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. |
| 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 | 10 | 0 | 3 | 30 |
| Individual Work | 10 | 0 | 2 | 20 |
| Midterm Examination | 1 | 10 | 1 | 11 |
| Final Examination | 1 | 10 | 1 | 11 |
| 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 | 4 | 1 | 2 | 3 | 1 | ||||
OÇ-2 | 4 | 3 | 5 | |||||||
OÇ-3 | 3 | 3 | 4 | 4 | 1 | |||||
OÇ-4 | 1 | 2 | 4 | 3 | ||||||
OÇ-5 | 1 | 2 | 2 | 3 | ||||||