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. | At the end of the course, the student will be able to explain the basic concepts of efficiency and efficiency in call centers. |
| 2. | At the end of this course, the student will be able to explain basic measurements of effectiveness and efficiency in call centers. |
| 3. | At the end of this course, students can explain the factors that cause time losses in call centers. |
| 4. | Design an effective Call Center Management process. |
| 5. | Design an efficient Call Center Management process. |
| 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 | 5 | 5 | 5 | 4 | 4 | 3 | 3 | 5 | |
OÇ-2 | 5 | 4 | 5 | 5 | 4 | 4 | 3 | 5 | 5 | |
OÇ-3 | 5 | 4 | 5 | 5 | 4 | 4 | 3 | 5 | 5 | |
OÇ-4 | 5 | 4 | 4 | 4 | 5 | 5 | 4 | 5 | 5 | |
OÇ-5 | 5 | 4 | 4 | 4 | 5 | 5 | 4 | 4 | 5 | |