The aim of this course is to provide students with an understanding of the historical development of the call center industry, its fundamental concepts, its importance for businesses, and the functioning of call center operations. Within the scope of the course, students are expected to acquire the knowledge and skills to analyze inbound and outbound call processes, interactive voice response (IVR) systems, performance management, key performance indicators (KPIs), quality management practices, and problems encountered in call center operations.

This course covers the development of measurement and evaluation after the Industrial Revolution, the definition, importance, and role of call centers in businesses, the historical development of the call center industry, performance management and key performance indicators (KPIs), fundamental call center concepts, inbound and outbound call processes, components and scenario applications of inbound calls, interactive voice response (IVR) systems, call metrics and calculations, call center operations management and challenges, quality management practices, and the working principles of a quality team and the quality department. Students will have the opportunity to evaluate call center processes holistically through theoretical knowledge, practical examples, and case studies.