Nevşehir Hacı Bektaş Veli University Course Catalogue

Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / GCM234 - ÇAĞRI MERKEZI HIZMETLERI

Code: GCM234 Course Title: MEASUREMENT AND EVALUATION IN CALL CENTERS Theoretical+Practice: 2+0 ECTS: 3
Year/Semester of Study 2 / Spring Semester
Level of Course Short Cycle Degree Programme
Type of Course Optional
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
The aim of this course is to teach the basic concepts of performance and effectiveness in call center management and to teach methods of measurement of efficiency and efficiency.

Learning Outcomes PO MME
The students who succeeded in this course:
LO-1 At the end of the course, the student will be able to explain the basic concepts of efficiency and efficiency in call centers. PO-17 Open to change and innovation.
 		Examination
LO-2 At the end of this course, the student will be able to explain basic measurements of effectiveness and efficiency in call centers. PO-3 Analyzing the information in the field of Call Center Services, has the ability to interpret and evaluate.
 		Examination
LO-3 At the end of this course, the student can explain the methods of effective dialogue in communication with the customer in the call centers. PO-13 Communicate effectively in oral and written Turkish.
 		Examination
LO-4 At the end of this course, students can explain the factors that cause time losses in call centers. PO-17 Open to change and innovation.
 		Examination
LO-5 At the end of this course, the student can explain effective communication methods by telephone. 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 .
 		Examination
PO: Programme Outcomes
MME:Method of measurement & Evaluation

Course Contents
Call Center Key Components and Performance Management, Performance and Effectiveness Matrices in Call Center Management, Cost Measurement, Revenue Measurement, Service Delivery Measurements, Quality Measurements.
Weekly Course Content
Week Subject Learning Activities and Teaching Methods
1 Introduction to research methods Discussion method, describe the method, case method, questions and answers
2 Introduction to research methods Discussion method, describe the method, case method, questions and answers
3 Introduction to research methods Discussion method, describe the method, case method, questions and answers
4 Quantitative and Qualitative Research Methods Discussion method, describe the method, case method, questions and answers
5 Quantitative and Qualitative Research Methods Discussion method, describe the method, case method, questions and answers
6 Population and Sampling Concepts in Research Methods Discussion method, describe the method, case method, questions and answers
7 Population and Sampling Concepts in Research Methods Discussion method, describe the method, case method, questions and answers
8 mid-term exam
9 Performance Management in Call Centers Discussion method, describe the method, case method, questions and answers
10 Call Center Key Performance Indicators Discussion method, describe the method, case method, questions and answers
11 Accessibility Measurements Discussion method, describe the method, case method, questions and answers
12 Productivity Measurements Discussion method, describe the method, case method, questions and answers
13 Quality Measurements Discussion method, describe the method, case method, questions and answers
14 Income and Expense Measurements Discussion method, describe the method, case method, questions and answers
15 General Learning Assessment Discussion method, describe the method, case method, questions and answers
16 final exam
Recommend Course Book / Supplementary Book/Reading
1 Çağrı Merkezlerinde Ölçme Ve Değerlendirme ile İlgili Değişik İnternet Kaynakları Ve Diğer Elektronik Kaynaklar
2 Çekerol, K., Çağrı Merkezi Yönetimi I, Anadolu Üniversitesi AÖF Yayınları, 2021, Eskişehir.
Required Course instruments and materials

Assessment Methods
Type of Assessment Week Hours Weight(%)
mid-term exam 1 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 1 1 60%

Student Work Load
Type of Work Weekly Hours Number of Weeks Work Load
Weekly Course Hours (Theoretical+Practice) 2 14 28
Outside Class
       a) Reading 1 14 14
       b) Search in internet/Library 1 7 7
       c) Performance Project 1 7 7
       d) Prepare a workshop/Presentation/Report 0
       e) Term paper/Project 0
Oral Examination 0
Quiz 1 7 7
Laboratory exam 0
Own study for mid-term exam 1 7 7
mid-term exam 1 1 1
Own study for final exam 3 6 18
final exam 1 1 1
0
0
Total work load; 90