The objective of this course is to enable students to identify technical, operational, communication-related, social media-related, and employee-related crises that may arise in call centers, and to ensure they can properly manage customer communication, team coordination, and the resolution process during crises. The course aims to equip students with the fundamental skills needed to communicate effectively with challenging customer profiles, manage stress and emotional strain during crises, and protect customer satisfaction and organizational reputation. Additionally, the course aims to help students view crises not merely as incidents requiring intervention after they occur, but as processes that must be identified in advance and managed in a planned manner.

This course covers the concept of crisis management in call centers, types of crises, technical and operational crises, communication crises, challenging customer profiles, empathetic communication techniques, social media crises, issues arising from shift and staff scheduling, employee performance, error management, burnout, stress, and emotional load management, as well as proactive crisis management. The course also addresses situations such as call volume, system failures, misinformation, customer complaints, viral social media reactions, and employee psychology through case studies. Students are expected to analyze crisis scenarios and develop appropriate communication and resolution strategies. The content aligns with the topics in the uploaded course materials: call center crisis types, difficult customers, social media crises, shift crises, and proactive approaches. The approach to managing crises in a planned and continuously improving manner also aligns with the fundamental principles outlined in the ISO 22361 crisis management guide.