Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 2 / Spring 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 | MEHMET YAŞAR ARCA (myasararca@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | MEHMET YAŞAR ARCA, | ||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| At the end of this course students are expected to explain Call Center technologies and issues of call center information management, quality management, performance and human resources management. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | Appraise the importance 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. 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. |
Examination |
| LO-2 | Identify the ethical and technical qualifications of Call Center Services employees |
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-5 Students take responsibility for unforeseen problems encountered in practice or as a team member . 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-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-17 Open to change and innovation. |
Examination |
| LO-3 | Define the basic concepts of Call Center Management course |
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-7 Shows the need for continuity of learning and understanding. PO-8 Programs for the learning needs are open for accession. |
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 | ||
| Basic Concepts and Principles of Call Center, Business Management in Call Centers, Technology Management in Call Centers, Quality Management, in Call Centers, Information Management in Call Centers, Human Resources Management in Call Centers, Performance Management in Call Centers, Productivity Growth Strategies, Leadership, and Current Developments in Call Center Services. | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | Basic Concepts and Principles of Call Center | Lecture, topic discussion |
| 2 | Business Management in Call Centers | Lecture, topic discussion |
| 3 | Technology Management in Call Centers I | Lecture, topic discussion |
| 4 | Technology Management in Call Centers II | Lecture, topic discussion |
| 5 | Quality Management in Call Centers | Lecture, topic discussion |
| 6 | Information Management in Call Centers | Lecture, topic discussion |
| 7 | Human Resources Management in Call Centers II | Lecture, topic discussion |
| 8 | mid-term exam | |
| 9 | Human Resources Management in Call Centers II | Lecture, topic discussion |
| 10 | Performance Management in Call Centers I | Lecture, topic discussion |
| 11 | Performance Management in Call Centers II | Lecture, topic discussion |
| 12 | Productivity Growth Strategies | Lecturing, topic discussion |
| 13 | Leadership | Lecture, topic discussion |
| 14 | Current Developments in Call Center Services | Lecture, topic discussion |
| 15 | General Evaluation | Lecture, topic discussion |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Kamil ÇEKEROL (Der), 2011, Çağrı Merkezi Yönetimi II, 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 | 2 | 7 | 14 |
| b) Search in internet/Library | 3 | 14 | 42 |
| 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 | 2 | 4 | 8 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 2 | 6 | 12 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 120 | ||