The objective of this course is to enable students to address issues encountered in the call center field using the logic of scientific research. Within the scope of the course, students are expected to transform topics arising in call center operations—such as customer satisfaction, service quality, performance indicators, employee experience, burnout, call duration, first-call resolution, and quality assessment—into researchable problems and research questions. In addition, the course aims to help students understand quantitative, qualitative, and mixed-methods research approaches and to acquire basic knowledge and skills regarding appropriate sample selection, data collection, ethical principles, confidentiality, the Personal Data Protection Law (KVKK), measurement tools, validity, and reliability.

This course examines the fundamental stages of the scientific research process in call centers from a practical perspective. The course covers scientific thinking, problem definition, formulating research questions and hypotheses, concepts and variables, operationalization, literature review, source reading skills, quantitative, qualitative, and mixed-methods research designs, population and sample, the data collection process, sampling bias, research ethics, confidentiality, and the Law on the Protection of Personal Data (KVKK). In addition, practical examples are provided using research variables such as customer satisfaction, call quality, AHT, FCR, CSAT, NPS, employee burnout, service quality, and performance indicators within the context of call centers. By the end of the course, students are expected to have acquired the basic competence to analyze a problem in the call center field in accordance with the scientific research process.