The aim is to provide students with theoretical knowledge about call center management processes, performance and quality management, technological infrastructure, system components, and service delivery processes. Within the scope of the course, students are expected to acquire fundamental management skills that will enable them to manage call center operations, evaluate performance indicators, identify the technologies used, and improve service quality.

This course covers performance management and performance indicators in call centers, technology management, the development of call center technologies, system components, technological infrastructures used in the customer call process, outbound call processes and systems, voice technologies, quality management, service quality dimensions, and tools used to measure service quality. Throughout the course, fundamental practices and current approaches to increasing efficiency, customer satisfaction, and service quality in call center management are examined.