Information Package / Course Catalogue
Professional Ethics in Call Centers
Course Code: ÇMH227
Course Type: Area Elective
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 3
Prt.: 0
Credit: 3
Lab: 0
ECTS: 3
Objectives of the Course

This derste is aimed to gain proficiency in professional ethics.

Course Content

Concept of ethics and morality, concept of social responsibility, unethical behaviors and evaluation of their results.

Name of Lecturer(s)
Ins. Sefa AKBAŞ
Learning Outcomes
1.Explains core concepts of professional ethics, ethical principles, and ethical dilemmas in a call center context.
2.Acts in accordance with personal data protection, confidentiality, and information security principles and manages customer data appropriately.
3.Demonstrates professional conduct consistent with honesty, respect, fairness, and non-discrimination in customer communication.
4.Applies ethical decision-making in complaint handling and problem-solving processes and recognizes and prevents conflicts of interest.
5.Evaluates behaviors required for responsible service delivery in line with organizational codes of ethics, regulations, and professional standards.
Recommended or Required Reading
1.Vocational Etiquette Lecture Notes
Weekly Detailed Course Contents
Week 1 - Theoretical
Ethical and moral concepts
Week 2 - Theoretical
Ethical systems
Week 3 - Theoretical
Ethical systems
Week 4 - Theoretical
The genesis of morality
Week 5 - Theoretical
The concept of professional ethics
Week 6 - Theoretical
The concept of professional ethics
Week 7 - Theoretical
The concept of professional ethics
Week 8 - Theoretical
The concept of professional ethics (Midterm exam evaluation)
Week 9 - Theoretical
Professional corruption
Week 10 - Theoretical
Professional corruption
Week 11 - Theoretical
The unethical behavior in professional life
Week 12 - Theoretical
The concept of social responsibility
Week 13 - Theoretical
The concept of social responsibility
Week 14 - Theoretical
The concept of social responsibility
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory140228
Assignment50525
Term Project50210
Midterm Examination1516
Final Examination1516
TOTAL WORKLOAD (hours)75
Contribution of Learning Outcomes to Programme Outcomes