Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 2 / Fall Semester | ||||
| Level of Course | Short Cycle Degree Programme | ||||
| Type of Course | Compulsory | ||||
| Department | ÇAĞRI MERKEZI HIZMETLERI | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | PINAR GÜNER KOÇAK (guner@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | BARIŞ İBRAHİM DİLEK, | ||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| At the end of this course students are expected to know Call Center Services sector in Turkey and the world, to learn the concepts related to the sector, to evaluate sectoral developments and major sectoral actors. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | Describe the importance of call center services |
PO-1 Call Center Services have information about the basic level in the field. 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-6 Critically evaluates the acquired knowledge and skills. |
Examination |
| LO-2 | Identify the ethical and technical qualifications of Call Center Services employees |
PO-4 Students perform assigned duties and responsibilities. PO-7 Shows the need for continuity of learning and understanding. PO-8 Programs for the learning needs are open for accession. PO-10 Likely to help his colleagues. |
Examination |
| LO-3 | Define the basic concepts of Call Center Management course |
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-6 Critically evaluates the acquired knowledge and skills. 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-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. |
Examination |
| LO-4 | Analyse and evaluate the information in the field of Call Center Services |
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. |
Examination |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| The Concept of Call Center and Call Centers, Introduction to Call Center Services, Basic Call Center Facts, Planning in Call Centers, Call Center Management, Constant Dynamics, Real-Time Management, Quality in Call Center Services, Control in Call Center Services, Performance Management in Call Center Services, Team Work and Its Importance, Call Center Services Sector in the World, Development of Call Center Services Sector in Turkey. | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | Call Center Concept and Development | Lecturing |
| 2 | Services and Service Channels Provided in ÇM and Call Centers since the beginning | Lecturing |
| 3 | Call Center Terms | Lecturing |
| 4 | Call Center Terms | Lecturing |
| 5 | Call Center Sector in the World | Lecturing |
| 6 | Call Center Sector in the World | Lecturing |
| 7 | Call Center Industry in Turkey | Lecturing |
| 8 | mid-term exam | |
| 9 | Call Center Industry in Turkey | Lecturing |
| 10 | Business Outsourcing and Types of Outsourcing | Lecturing |
| 11 | Outsourcing Providers in Call Centers | Lecturing |
| 12 | Planning in Enterprises, Production Planning in Call Centers | Lecturing |
| 13 | Shift Planning in Call Centers | Lecturing |
| 14 | Performance Indicators in the Call Center | Lecturing |
| 15 | General Evaluation | Lecturing |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Kamil ÇEKEROL (Der), 2011, Çağrı Merkezi Yönetimi I, Eskişehir: Anadolu Üniversitesi Yayınları | |
| Required Course instruments and materials | ||
| Assessment Methods | |||
| Type of Assessment | Week | Hours | Weight(%) |
| mid-term exam | 8 | 1 | 40 |
| Other assessment methods | |||
| 1.Oral Examination | |||
| 2.Quiz | |||
| 3.Laboratory exam | |||
| 4.Presentation | |||
| 5.Report | |||
| 6.Workshop | |||
| 7.Performance Project | |||
| 8.Term Paper | |||
| 9.Project | |||
| final exam | 16 | 1 | 60 |
| Student Work Load | |||
| Type of Work | Weekly Hours | Number of Weeks | Work Load |
| Weekly Course Hours (Theoretical+Practice) | 3 | 14 | 42 |
| Outside Class | |||
| a) Reading | 3 | 8 | 24 |
| b) Search in internet/Library | 2 | 14 | 28 |
| c) Performance Project | 0 | ||
| d) Prepare a workshop/Presentation/Report | 0 | ||
| e) Term paper/Project | 0 | ||
| Oral Examination | 0 | ||
| Quiz | 0 | ||
| Laboratory exam | 0 | ||
| Own study for mid-term exam | 5 | 2 | 10 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 7 | 2 | 14 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 120 | ||