The aim is to introduce students to fundamental concepts of call center management, the structure of the call center industry, the services offered, and communication channels; and to equip them with knowledge and skills related to call center operations planning, shift management, performance evaluation processes, and outsourcing. Furthermore, the program aims to cultivate students into individuals who can keep up with current developments in the call center industry, adopt a customer-centric management approach, and effectively evaluate call center operations.

This course covers the concept of call centers, their historical development, types of call centers, basic terminology, operational and financial concepts, services offered in call centers and service channels, the call center industry in the world and in Türkiye, planning call center operations, shift scheduling processes, outsourcing, current developments and trends in the sector, and performance management in call centers.