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 objective of this course is to help students understand the structure and operations of the call center industry, its basic service types, and its role in customer relationship management. Within the scope of the course, students are expected to comprehensively evaluate the development of the call center industry in Turkey, the concepts of BPO and customer experience, the service models of call center companies, effective communication and empathy skills, quality management, performance indicators, data security, and digital transformation processes. Additionally, the course aims to enable students to analyze topics they may encounter in the industry—such as customer communication, service quality, handling difficult customers, information management, and technological transformation—through case studies.

Course Content

This course covers the fundamental concepts of the call center industry, its historical development, its sectoral structure in Turkey, and its role within the service economy. The course covers inbound and outbound calls, technical support, sales, collections, back-office processes, BPO, customer experience, call center companies, performance indicators, quality management, effective communication, empathy, dealing with difficult customers, the Personal Data Protection Law (KVKK), and data security. In addition, the course focuses on information management, case and ticket processes, the omnichannel service approach, artificial intelligence, chatbots, voicebots, remote work, hybrid models, and digital transformation trends shaping the future of call centers. By supplementing theoretical knowledge with industry examples and case study discussions, the course helps students evaluate the call center industry in a practical manner.

Name of Lecturer(s)
Lec. Berkin HANAYLI
Learning Outcomes
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.
Recommended or Required Reading
1.Anadolu University Open Education Publications – Call Center Management I
2.A. Kohen – Call Centers: Benefits and Components
Weekly Detailed Course Contents
Week 1 - Theoretical
The concept of call centers, their basic functions, historical development, and their role in customer relations.
Week 2 - Theoretical
Development of the call center sector in Türkiye, its place in the service economy, and its contribution to employment and regional development.
Week 3 - Theoretical
Types of call center services: inbound, outbound, technical support, sales, collection, back-office, and multi-channel services.
Week 4 - Theoretical
The concept of BPO, outsourcing, reasons why companies outsource call center services, and comparison of in-house and outsourced models.
Week 5 - Theoretical
The concept of CX, or customer experience, and the shift from traditional call centers to customer experience centers.
Week 6 - Theoretical
Customer experience metrics: CSAT, NPS, FCR, CES, Voice of the Customer, and evaluation of customer feedback.
Week 7 - Theoretical
Call center companies and sector examples
Week 8 - Theoretical
Effective communication in call centers: tone of voice, word choice, polite language, active listening, and empathy. (Midterm Exam Assessment)
Week 9 - Theoretical
Dealing with difficult customers, understanding customer emotions, managing communication during crises, and emotional intelligence skills.
Week 10 - Theoretical
Call center organizational structure: customer representative, team leader, operations, quality, training, human resources, planning, reporting, and information technology units.
Week 11 - Theoretical
Call center quality management: call monitoring, quality criteria, QA score, relationship with performance, feedback, and coaching processes.
Week 12 - Theoretical
Personal data protection, ethical communication, and data security: customer authentication, record keeping, sensitive data, privacy, and secure service principles.
Week 13 - Theoretical
Knowledge management, solution generation, and case/ticket management: use of knowledge bases, first contact resolution, escalation, and tracking customer issues.
Week 14 - Theoretical
Digitalization and the future of call centers: artificial intelligence, chatbots, voicebots, agent assist systems, omnichannel service, remote/hybrid work, and green call center practices.
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140456
Reading120224
Midterm Examination110010
Final Examination110010
TOTAL WORKLOAD (hours)100
Contribution of Learning Outcomes to Programme Outcomes
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
Adnan Menderes University - Information Package / Course Catalogue
2026