Information Package / Course Catalogue
Call Center Sector
Course Code: ÇMH203
Course Type: Required
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 4
Prt.: 0
Credit: 4
Lab: 0
ECTS: 4
Objectives of the Course

The aim of this course is to give general information about the call center sector, to teach the basic concepts related to current developments and efficiency and efficiency in the sector.

Course Content

Call Center Sector and Development, Sector of Major Actors Call Center, Call Center Industry in the World and Turkey, Sector Call Center Effectiveness and Efficiency.

Name of Lecturer(s)
Lec. Berkin HANAYLI
Learning Outcomes
1.At the end of this course, the student can sort and analyze call centers in our country.
2.At the end of this course, the student can compare the call center industry in our country with the call center industry in the world.
3.In this course the student can explain the state of the call center industry in Turkey.
4.At the end of this course, the student will be able to recognize the Call Center Sector.
5.At the end of this course, the student can explain the situation of the call center sector in the world.
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 Sector and Development
Week 2 - Theoretical
Call Center Sector and Development
Week 3 - Theoretical
Call Center Sector and Development
Week 4 - Theoretical
Major Actors of the Call Center Industry
Week 5 - Theoretical
Major Actors of the Call Center Industry
Week 6 - Theoretical
Major Actors of the Call Center Industry
Week 7 - Theoretical
Call Center Industry in the World and Turkey
Week 8 - Theoretical
Comparison of the major call centers in the world and in our country (Midterm Exam Assessment)
Week 9 - Theoretical
Call Center Industry in the World and Turkey
Week 10 - Theoretical
Call Center Industry in the World and Turkey
Week 11 - Theoretical
Analysis of call center companies in our country.
Week 12 - Theoretical
Students should first investigate the call center sector representatives in our country.
Week 13 - Theoretical
The major call center sector representatives in the world.
Week 14 - Theoretical
Comparison of the major call centers in the world and in our country.
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Assignment150230
Individual Work100220
Midterm Examination110111
Final Examination110111
TOTAL WORKLOAD (hours)100
Contribution of Learning Outcomes to Programme Outcomes