The aim is to teach students the fundamental concepts, functions, and strategic importance of human resources management in call centers; to equip them with the knowledge and skills to evaluate human resource planning, recruitment, selection and placement, onboarding, training and development, performance appraisal, compensation, and reward processes within the framework of call center practices. Furthermore, the goal is to cultivate students into individuals who can keep up with current developments in the field of human resources within the call center sector and who embrace a human-centered management approach.

This course examines the conceptual framework and historical development of human resources management, the role and strategic importance of the human resources unit within call centers, the basic functions of human resources management, human resource planning, recruitment, selection and placement processes, onboarding (orientation), training and development activities, career development and job enrichment practices, performance appraisal systems, compensation and reward approaches, and current developments in the field of human resources in call centers. Theoretical information is supported by call center applications and case studies.