Information Package / Course Catalogue
| 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 |
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.
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.
| Lec. Berkin HANAYLI |
| 1. | Explains call center operations and basic concepts. |
| 2. | Uses effective speaking and active listening techniques in customer communication. |
| 3. | Manages difficult customer and complaint handling processes. |
| 4. | Interprets call center performance indicators and develops improvement recommendations. |
| 5. | Demonstrates compliance with data privacy, information security, and professional ethical standards in call center services. |
| 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 | 15 | 0 | 2 | 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 | 2 | 2 | 2 | 1 | |||||
OÇ-2 | 2 | 2 | 5 | 1 | ||||||
OÇ-3 | 3 | 1 | 4 | 4 | 2 | 2 | ||||
OÇ-4 | 3 | 1 | 2 | 2 | 4 | 1 | 2 | 5 | ||
OÇ-5 | 3 | 2 | 1 | 2 | 1 | 1 | ||||