Nevşehir Hacı Bektaş Veli University Course Catalogue

Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / ÇAĞRI MERKEZI HIZMETLERI

History

Nevsehir Hacı Bektaş Veli University Gulsehir Vocational School established with the decision of the Turkish Board of Higher Education, 4637-030117 17/09/2009. Gulşehir Vocational School Call Center Services Program has begun its undergraduate education in 2012-2013 academic year. Education language is Turkish.


Qualification Awarded

The program is available (for a total of 120 ECTS) have successfully completed all courses and at least 2.0 GPA on a 4.00 scale from associate degree students who are in the field of CALL CENTER SERVICES.

Level of Qualification

Associate's Degree

Specific Admission Requirements

In our country, for entry into universities in the Student Selection and Placement Center (SSPC) is required to succeed in the examination held by the. Students according to their score as a result of examination, may enter for editing the program preferences, preferred forms will send the Student Selection and Placement Center. All references to SSPC receives applications for the groups according to the type of points, from highest to lowest scores of sorts, depending on the type points in the preferred lists of all existing programs, and students will place one of their preferred programs. Selection of students entering universities in our country of foreign nationals, Foreign Student Examination (YOS), according to results of a test called the center is possible within a certain quota. Documents required for registration: 1 - High school diploma or equivalent, 2 - SSPC 'ce the outcome document of the placement.


Specific Arrangement For Recognition of Prior Learning

Recognition of prior learning, the process of Turkish Higher Education at an early stage. For this reason, recognition of prior learning, Nevsehir Hacı Bektaş Veli University and is not fully initialized. However, plans for training programs, such as the Computer and English classes are held each academic semester exam exemption. This course provides the expected learning outcomes of students who have the right to take the exams. Those who pass the course the students took the exam are exempt from the relevant course program.

Qualification Requirements and Regulations

CALL CENTER SERVICES students to obtain bachelor's degree program in front of the field of required and elective courses (a total of 120 ETCS) and successfully complete all of the grade point average, achieved a CGPA of 4.00 must pay at least 2.0.

Profile of The Programme

The purpose of the program in Turkey to contribute to the development of the rapidly growing call center sector, activity, and to expand the domain, have gained the necessary experience, ability to persuade powerful, communication skills and high, to train skilled labor.   Call Center Services Program is a program that serves first in teaching, has a quota of 50 students. Mainly due to the nature of students graduating from the program as the largest call centers, employment areas. In addition, students will graduate from this program, work in public institutions

Key Learning Outcomes of the Programme

PO-1 Call Center Services have information about the basic level in the field.
PO-2 Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services.
PO-3 Analyzing the information in the field of Call Center Services, has the ability to interpret and evaluate.
PO-4 Students perform assigned duties and responsibilities.
PO-5 Students take responsibility for unforeseen problems encountered in practice or as a team member .
PO-6 Critically evaluates the acquired knowledge and skills.
PO-7 Shows the need for continuity of learning and understanding.
PO-8 Programs for the learning needs are open for accession.
PO-9 Call Center Services related to the field at the level of acquired knowledge and skills transfers in written and oral opinions and proposals relevant .
PO-10 Likely to help his colleagues.
PO-11 Call Center Services field required by the European Computer User License Key Level at least in conjunction with computer software uses information and communication technologies.
PO-12 Knows Atatürk's principles and interests, and have them
PO-13 Communicate effectively in oral and written Turkish.
PO-14 Using The European Language Portfolio A2 Level General English in the field of call center services follows information.
PO-15 Organization / the Authority, labor and act in accordance with social ethics.
PO-16 The universality of social benefits, social justice, quality and cultural values ??and environmental protection, occupational health and safety issues has enough conscious.
PO-17 Open to change and innovation.
PO-18 Know the basic mathematical terms and use in problem-solving.
PO-19 Analyzing the information in the field of Call Center Services, has the ability to interpret and evaluate.

NQF-HETR Program Outcomes Matrices
TYYC PÇ-1 PÇ-2 PÇ-3 PÇ-4 PÇ-5 PÇ-6 PÇ-7 PÇ-8 PÇ-9 PÇ-10 PÇ-11 PÇ-12 PÇ-13 PÇ-14 PÇ-15 PÇ-16 PÇ-17 PÇ-18 PÇ-19
1- Possess theoretical and practical knowledge supported by textbooks with updated information, practice equipments and other resource on basic level based on qualifications gained at secondary education level. X X X
1- Gain the skills to use basic level theoretical and practical knowledge acquired within the field in the same field of a higher education level or in a field of same level. X X X X
2- Interpret and evaluate data, define problems, do analysis, produce solutions based on proof with using basic level knowledge and practices gained within the field. X X X X X X X X X X X
1- Interpret and evaluate data, define problems, do analysis, produce solutions based on proof with using basic level knowledge and practices gained within the field. X X X X X X X X
2- Take responsibility as a team member in order to solve unexpected complex problems faced in the implementations within the field. X X X X X X X X X X
3- Conduct activities towards the development of subordinates within a project. X X X X X X X
1- Evaluate the acquired knowledge and skills at basic level within the field with a critical approach, determine and respond to learning needs. X X X X X
2- Direct the education received to a higher education level in the same field or to an occupation in the same level. X X X X X X X
3-Gain awareness of lifelong learning. X X X X X X
1- Transfer the ideas based on the basic knowledge and skills acquired within the field through written and oral communication. X X X X X X X X X
2- Share the ideas and solution proposals to problems about issues within the field with professionals and non-professionals X X X X X X X
3- Monitor the developments in the field and communicate with peers by using a foreign language at least at a level of European Language Portfolio A2 General Level. X X X
4- Use informatics and communication technologies with at least a minimum level of European Computer Driving License Basic Level software knowledge. X X X X
1- Possess social, scientific, cultural and ethic values on the stages of gathering, implementation and release of the results of data related to the field. X X X X X X
2- Possess sufficient consciousness about the issues of universality of social rights, social justice, quality, cultural values and also, environmental protection, worker's health and security. X X X X X
Basic Area Competencies-Program Outcomes Matrix (Academic Weighted)
Açıklama PÇ-1 PÇ-2 PÇ-3 PÇ-4 PÇ-5 PÇ-6 PÇ-7 PÇ-8 PÇ-9 PÇ-10 PÇ-11 PÇ-12 PÇ-13 PÇ-14 PÇ-15 PÇ-16 PÇ-17 PÇ-18 PÇ-19
Has a basic level of information in the field. X X X X X X X X
The decision has the ability to use the information relating to the administration and management area in their application and behavior. X X X X X X X X X
It has the ability to analyze, interpret and evaluate information on the field. X X X X X X X X X X
Fulfill the duties and responsibilities given to him. X X X X X X
It takes responsibility as a team member for problems encountered or unpredictable in practice. X X X X X X
Critically evaluates the acquired knowledge and skills. X X X X X
Indicates that the continuity of the learning requirement. X X X X X
It is open to the programs for the programs for learning requirements. X X X X X X X X
Transfers their knowledge and skills in the field written and orally to the interests of the knowledge and skills related to the field. X X X X X X X X X
Their colleagues are prone to help. X X X X X
The European Language Portfolio A2 has a general level (as able to follow the information in the least area and to communicate with their colleagues) have foreign knowledge. X X
The at least European Computer Using License required by the field uses information and communication technologies with the basic level of computer software. X X X X
The organization / institution treats business and social ethical values. X X X X
The universality of social rights has adequate consciousness on environmental protection, occupational health and safety issues with social justice, quality and cultural values. X X X X X X
Is clear to change and innovation. X X X X X X X





Turkey Higher Education Qualifications Framework (TYYC, Level 5,) ) Basic Field Competencies (Academic Weighted) PROGRAM ÇIKTILARI TYYÇ
PÇ-1 PÇ-2 PÇ-3 PÇ-4 PÇ-5 PÇ-6 PÇ-7 PÇ-8 PÇ-9 PÇ-10 PÇ-11 PÇ-12 PÇ-13 PÇ-14 PÇ-15 PÇ-16 PÇ-17 PÇ-18 PÇ-19
KNOWLEDGE Theoretical-Conceptual Has a basic level of information in the field. 1 x x x x x x x x x x x 1- Possess theoretical and practical knowledge supported by textbooks with updated information, practice equipments and other resource on basic level based on qualifications gained at secondary education level. Theoretical-Conceptual KNOWLEDGE
SKILLS Cognitive-Practical The decision has the ability to use the information relating to the administration and management area in their application and behavior. 1 x x x x x x x x x x x x x 1- Gain the skills to use basic level theoretical and practical knowledge acquired within the field in the same field of a higher education level or in a field of same level. Cognitive-Practical SKILLS
SKILLS Cognitive-Practical It has the ability to analyze, interpret and evaluate information on the field. 2 x x x x x x x x x x x x x x x x x x x x x 2- Interpret and evaluate data, define problems, do analysis, produce solutions based on proof with using basic level knowledge and practices gained within the field. Cognitive-Practical SKILLS
COMPETENCES Fulfill the duties and responsibilities given to him. 1 x x x x x x x x x x x x x x 1- Interpret and evaluate data, define problems, do analysis, produce solutions based on proof with using basic level knowledge and practices gained within the field. Competence to Work Independently and Take Responsibility COMPETENCES
COMPETENCES It takes responsibility as a team member for problems encountered or unpredictable in practice. 2 x x x x x x x x x x x x x x x x 2- Take responsibility as a team member in order to solve unexpected complex problems faced in the implementations within the field. Competence to Work Independently and Take Responsibility COMPETENCES
COMPETENCES x x x x x x x 3- Conduct activities towards the development of subordinates within a project. Competence to Work Independently and Take Responsibility COMPETENCES
COMPETENCES Critically evaluates the acquired knowledge and skills. 1 x x x x x x x x x x 1- Evaluate the acquired knowledge and skills at basic level within the field with a critical approach, determine and respond to learning needs. Learning Competence COMPETENCES
COMPETENCES Indicates that the continuity of the learning requirement. 2 x x x x x x x x x x x x 2- Direct the education received to a higher education level in the same field or to an occupation in the same level. Learning Competence COMPETENCES
COMPETENCES It is open to the programs for the programs for learning requirements. 3 x x x x x x x x x x x x x x 3-Gain awareness of lifelong learning. Learning Competence COMPETENCES
COMPETENCES Transfers their knowledge and skills in the field written and orally to the interests of the knowledge and skills related to the field. 1 x x x x x x x x x x x x x x x x x x 1- Transfer the ideas based on the basic knowledge and skills acquired within the field through written and oral communication. Communication and Social Competence COMPETENCES
COMPETENCES Their colleagues are prone to help. 2 x x x x x x x x x x x x 2- Share the ideas and solution proposals to problems about issues within the field with professionals and non-professionals Communication and Social Competence COMPETENCES
COMPETENCES The European Language Portfolio A2 has a general level (as able to follow the information in the least area and to communicate with their colleagues) have foreign knowledge. 3 x x x x x 3- Monitor the developments in the field and communicate with peers by using a foreign language at least at a level of European Language Portfolio A2 General Level. Communication and Social Competence COMPETENCES
COMPETENCES The at least European Computer Using License required by the field uses information and communication technologies with the basic level of computer software. 4 x x x x x x x x 4- Use informatics and communication technologies with at least a minimum level of European Computer Driving License Basic Level software knowledge. Communication and Social Competence COMPETENCES
COMPETENCES The organization / institution treats business and social ethical values. 1 x x x x x x x x x x 1- Possess social, scientific, cultural and ethic values on the stages of gathering, implementation and release of the results of data related to the field. Field Specific Competence COMPETENCES
COMPETENCES The universality of social rights has adequate consciousness on environmental protection, occupational health and safety issues with social justice, quality and cultural values. 2 x x x x x x x x x x x 2- Possess sufficient consciousness about the issues of universality of social rights, social justice, quality, cultural values and also, environmental protection, worker's health and security. Field Specific Competence COMPETENCES
COMPETENCES Is clear to change and innovation. 3 x x x x x x x Field Specific Competence COMPETENCES

Occupational Profiles of Graduates with Examples

Students who graduate from Call Center Services Program in accordance with qualifications gained in all public and private sector institutions and organizations can work in call centers.

Access to Further Studies

Students who successfully complete pre-licensing education by entering the vertical transfer test, the Student Selection and Placement Center can study undergraduate programs if deemed appropriate placement of the undergraduate program.

Course Structure Diagram with Credits

1. Semester Course Plan

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
AİT101 PRINCIPLES OF ATATURK AND HISTORY OF TURKISH REVOLUTION I 2 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 2
GCM109 GENERAL BUSINESS MANAGEMENT 3 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 3
GCM111 INTRODUCTION TO COMMUNICATION 3 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 5
ENF101 USAGE OF BASIC INFORMATION TECHNOLOGIES 2 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 5
GCM115 BASIC LAW 2 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 3
GCM130 CONSUMER BEHAVIOURS 3 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 5
TDL101 TURKISH LANGUAGE I 2 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 2
YBD101 FOREIGN LANGUAGE I 2 Hour(s) 0 Hour(s) 1 Fall Semester Compulsory 2
SCHVZ1 ELECTIVE POOL 1 - Hour(s) - Hour(s) 1 Fall Semester Optional 3
Total:
 30

2. Semester Course Plan

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
AİT102 PRINCIPLES OF ATATURK AND HISTORY OF TURKISH REVOLUTION II 2 Hour(s) 0 Hour(s) 1 Spring Semester Compulsory 2
GCM131 PERSUASION PSYCHOLOGY AND TECHNIQUES 2 Hour(s) 1 Hour(s) 1 Spring Semester Compulsory 4
GCM104 CUSTOMER RELATIONSHIP MANAGEMENT 2 Hour(s) 1 Hour(s) 1 Spring Semester Compulsory 4
STJ102 TRAINING 0 Hour(s) 0 Hour(s) 1 Spring Semester Compulsory 4
GCM118 COMMERCIAL LAW 2 Hour(s) 0 Hour(s) 1 Spring Semester Compulsory 3
GCM124 COMMERCIAL MATHEMATICS 3 Hour(s) 0 Hour(s) 1 Spring Semester Compulsory 3
TDL102 TURKISH LANGUAGE II 2 Hour(s) 0 Hour(s) 1 Spring Semester Compulsory 2
YBD102 FOREIGN LANGUAGE II 2 Hour(s) 0 Hour(s) 1 Spring Semester Compulsory 2
SCHVZ2 ELECTIVE POOL 2 - Hour(s) - Hour(s) 1 Spring Semester Optional 6
Total:
 30

3. Semester Course Plan

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
GCM213 CALL CENTER MANAGEMENT I 3 Hour(s) 0 Hour(s) 2 Fall Semester Compulsory 4
GCM205 TEAM MANEGEMENT IN CALL CENTER AND LEADERSHIP 2 Hour(s) 0 Hour(s) 2 Fall Semester Compulsory 4
GCM217 THE ART OF CONVERSATION I 2 Hour(s) 0 Hour(s) 2 Fall Semester Compulsory 4
GCM201 ENGLISH FOR SPESIFIC PURPOSES I 2 Hour(s) 0 Hour(s) 2 Fall Semester Compulsory 4
GCM207 PRINCIPLES OF MARKETING 3 Hour(s) 1 Hour(s) 2 Fall Semester Compulsory 4
SCHVZ3 ELECTIVE POOL 3 - Hour(s) - Hour(s) 2 Fall Semester Optional 10
Total:
 30

4. Semester Course Plan

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
GCM212 CALL CENTER MANAGEMENT II 3 Hour(s) 0 Hour(s) 2 Spring Semester Compulsory 4
GCM132 SECTOR RESEARCHES IN THE CALL CENTER 3 Hour(s) 0 Hour(s) 2 Spring Semester Compulsory 3
GCM206 PUBLIC RELATIONS 2 Hour(s) 0 Hour(s) 2 Spring Semester Compulsory 2
GCM218 THE ART OF CONVERSATION II 2 Hour(s) 0 Hour(s) 2 Spring Semester Compulsory 4
GCM202 ENGLISH FOR SPESIFIC PURPOSES II 2 Hour(s) 0 Hour(s) 2 Spring Semester Compulsory 4
STJ202 TRAINING 0 Hour(s) 0 Hour(s) 2 Spring Semester Compulsory 4
SCHVZ4 ELECTIVE POOL 4 - Hour(s) - Hour(s) 2 Spring Semester Optional 9
Total:
 30

ELECTIVE POOL 1

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
BKE101 SCIENTIFIC AND CULTURAL ACTIVITIES 2 Hour(s) 0 Hour(s) 1 Fall Semester Optional 3

ELECTIVE POOL 2

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
GCM108 OFFICE MANAGEMENT AND COMMUNICATION TECHNIQUES 2 Hour(s) 0 Hour(s) 1 Spring Semester Optional 3
GCM134 MOTIVATION IN BUSINESS AND LIFE 2 Hour(s) 0 Hour(s) 1 Spring Semester Optional 3
GCM128 KEYBOARD TECHNIQUES 2 Hour(s) 0 Hour(s) 1 Spring Semester Optional 3
GCM136 SOCIAL PSYCHOLOGY 2 Hour(s) 0 Hour(s) 1 Spring Semester Optional 2

ELECTIVE POOL 3

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
GCM209 EMERGENCY CALL CENTER AND FIRST AID MANAGEMENT 2 Hour(s) 0 Hour(s) 2 Fall Semester Optional 2
GCM219 SALES TECHNIQUES FOR CALL CENTERS 3 Hour(s) 0 Hour(s) 2 Fall Semester Optional 3
GCM223 DIGITAL MARKETING 2 Hour(s) 0 Hour(s) 2 Fall Semester Optional 3
GCM221 INTERPERSONAL COMMUNICATION 2 Hour(s) 0 Hour(s) 2 Fall Semester Optional 2
GCM211 CRISIS AND STRESS MANAGEMENT 2 Hour(s) 0 Hour(s) 2 Fall Semester Optional 3
GCM203 BRAND MANAGEMENT 2 Hour(s) 0 Hour(s) 2 Fall Semester Optional 2

ELECTIVE POOL 4

Course Code Course Title Theoretical Practice Year Semester of Study Type of Course ECTS
GCM208 STRESS MANAGEMENT BETWEEN EMERGENCY CALL 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 3
GCM234 MEASUREMENT AND EVALUATION IN CALL CENTERS 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 3
GCM240 FINANCIAL LITERACY 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 3
GCM236 VOLUNTEERING WORKS 1 Hour(s) 2 Hour(s) 2 Spring Semester Optional 3
GCM230 SIGN LANGUAGE 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 3
GCM210 CORPORATE COMMUNICATIONS MANAGEMENT 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 3
GCM208 PROFESSIONAL ETHICS 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 3
GCM242 SOCIOLOGY 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 2
GCM238 NEW COMMUNICATION TECHNOLOGIES 2 Hour(s) 0 Hour(s) 2 Spring Semester Optional 2

Examination Regulations, Assessment and Grading

Each student's academic calendar and final exam to register for the pre-determined dates of the courses and at least 70% of applications for entry and at least 80% should be continued. Students for each course at least one midterm and final exam are subjected to. Success grade, 40% contribution to the midterm exams, final exam is 60% contribution. All exams are evaluated over 100 points. A student (AA), (BA), (BB), (CB) and (CC) has received a letter grade, students are considered successful from that course. (DC) and (DD) notes that successful conditional notes. DC or DD grade in a course where the student to be successful you must be at least 2.0 GPA

Graduation Requirements

Program to successfully complete all the courses available in the program (120 ETCS) to pass, at least 2.0 weighted GPA of 4.00 and a 30-day mandatory to obtain the student must successfully complete the internship.

Mode of Study

Full-time

Facilities

Call Center Services Program, education and training activities are conducted with 11 lecturers and 3 lecturers. Lessons are conducted in classrooms with 50 seating capacity and projection; a computer lab used effectively in academic studies.

Programme Director or Equivalent

Address: Nevsehir Hacı Bektaş Veli University, Gülşehir Vocational School, 5800, Gülşehir / NEVŞEHİR Web Address: http://gulsehirmyo.nevsehir.edu.tr/