749 CALL CENTER SERVICES

GENERAL INFORMATION
Pamukkale University, Acıpayam Vocational School, Office Services and Secretarial Department, Call Center Services Program started education by taking an associate degree student in the 2015-2016 academic year. The program is a regular education program and includes compulsory and elective courses in addition to the compulsory summer internship lasting 30 working days. Education continues for 4 semesters and 2 years. The language of instruction is Turkish. There is no preparatory class. The teaching staff of the program consists of three lecturers who are experts in their fields. The overall quota of the program is 60. The program gave its first graduates at the end of the 2016-2017 academic year. The program tries to train qualified workforce in the field of call center services.

Objective
The purpose of the program is to meet the need for qualified staff in the increasingly 'call center' sector of employment. In today's changing environment, the spread of customer oriented service policies leads to the call center services sector. It is aimed to train a workforce equipped with the knowledge and skills that can meet the needs of the changing and developing business world, who is specialized in computer usage, has strong persuasiveness, high communication skills, effective speaking skills and diction.


Admission Requirements
Placement in the Call Center Services Program is made according to the preference order of the TYT score type of the exam conducted by the OSYM. Students who get sufficient points in the university exam and choose our program are entitled to enroll in the Call Center Services Program associate degree program.

Graduation Requirements
Students who have successfully completed their compulsory internship as well as compulsory and elective courses present in the curriculum (for a total of 120 ECTS) and whose general academic average is at least 2.25 out of 4.00 are given a bachelor degree in the field of Call Center Services.

Career Opportunties
Students who graduated from the Call Center Services Program are required to fulfill their qualifications. can work in call centers in all public and private sector institutions and organizations. In Turkey, a rapidly growing call center industry is needed to provide the development, to expand the scope of activity and influence, to have the necessary experience, strong persuasive ability, high communication skills and qualified workforce.

Qualification Awarded
Call Center Services

Level of Qualification
Short Cycle (Associate's Degree)

Recognition of Prior Learning
For students who want to transfer from higher education institutions in Turkey to Pamukkale University, the provisions of the "Regulation on the Principles of Transfer between Associate Degree and Undergraduate Degree Programs in Higher Education Institutions, Double Major, Minor and Inter-Institutional Credit Transfer" are applied. The common compulsory foreign language courses exemption exam is held at the beginning of the fall semester on the date specified in the academic calendar. No make-up exam is allowed for this exam. Faculty-vocational school students who do not have a preparatory program take the joint compulsory foreign language exemption exam. Students are placed in one of the beginner, intermediate-lower level or intermediate level groups according to the scores they get in this exam, or those who have proficiency points are exempted from preparatory education. The score ranges of these groups are determined by the School Directorate. Exam results are announced in relevant places and on the website of the School of Foreign Languages. Among the students who are enrolled in the departments/programs accepted to the compulsory preparatory education, those who do not take the level determination and proficiency exam start their education at the beginning level.

Qualification Requirements and Regulations
Students who have successfully completed their compulsory internship as well as compulsory and elective courses present in the curriculum (for a total of 120 ECTS) and whose general academic average is at least 2.25 out of 4.00 are given a bachelor degree in the field of Call Center Services.

Access to Further Studies
Students who successfully complete the Call Center Services Program can take the DGS exam conducted by OSYM. At the end of the exam, success scores are determined by considering the scores obtained from the exam and the academic grade averages of the candidates. Candidates who get sufficient points can switch to 4-year undergraduate programs, where they can pass with the DGS exam if the quota is opened in the relevant programs. In addition, graduates of the associate degree program can vertically transfer to open education faculties.

Mode of Study
Full Time

Examination Regulations, Assessment and Grading
Measurement and evaluation methods that is applied for each course, is detailed in "Course Structure&ECTS Credits".

Contact (Programme Director or Equivalent)
PositionName SurnamePhoneFaxE-Mail
HEAD OF DEPARTMENT Assoc. Prof. Dr. HÜSNÜ ERGÜN  husnue@pau.edu.tr


PROGRAM LEARNING OUTCOMES
1Has a basic level of knowledge in the field of Call Center Services.
2The decision has the ability to use the information provided in the field of Call Center Services in its practices and behaviors.
3They express the opinions and suggestions of the knowledge and skill level related to the Call Center Services field in writing and orally.
4They fulfill their duties and responsibilities.
5Have professional ethics and responsibility consciousness.
6Takes responsibility as a team member for problems encountered or unpredicted in practice.
7Communicates effectively in Turkish verbal and written.
8Know basic mathematical concepts and use them in problem solving.
9He / she will have knowledge of foreign language at level enough in his / her field.
10Communication can use communication skills, in-house and out-of-business, human-focused.
11The ability to follow national and international contemporary issues is sensitive to environmental issues and is consistent with social relations.
12They learn about basic business activities, develop themselves in customer relations management, marketing management, public relations and social media management, and use their experiences in practice.
13Learns legal concepts and fulfills legal responsibilities, develops itself in the field of business and social security law.
TEACHING & LEARNING METHODS
NameComments
LecturingLecturing is one of the methods that come first, where the teacher is in the center. It is a method where the teacher actively describes topics and the students are passive listeners. With this method, lesson proceeds in the form of report, description and explanation.
DebateDepending on the situation, debate is a tool that allows all students, or a specific portion of the class to participate in the lesson. In this method, members of the group discuss a topic by addressing the various points of view and discuss alternative opinions about problem-solving.
DemonstrationIn this method the teacher demonstrates, an experiment, test, in front of the class. And then assists students to do so too. Students learn not only by just by looking and watching, but also by taking part and participating. This method is usually applied when teaching skills.
Case Study Case studies require students to actively participate while using an analytical perspective to think about real and problematic events. The problematic event may be real or very close to real life. Student(s) working on the documents that include the necessary data and descriptions of the
Problem SolvingThe name given to any doubt or ambiguity that arises is, a problem. Problems which usually have a role in human life, that have preventing or annoying aspects are solved by considering the stages of scientific methods. (a) Problems are determined. (b) The problem is identified. 
Cooperative LearningCooperative Learning is; a kind of learning that is based on the students working together for a common purpose. Children with different skills come together in heterogeneous groups to learn by helping each other. Students gain experiences such as becoming aware of the unity
Questions –AnswersThe different types of Questions used (associative, differential, assessment, requesting information, motivating, and brainstorming) although students get in to more active positions during the process; the method is teacher-centered. If possible Questions, that serve a purpose and
ProjectProject-based learning is a learning way which leads students to deal with interesting problems and to create extraordinary products at the end of this. It allows students to use their creativity and it requires them to look at events perceptively.
DebateDebate is a type of discussion on a topic in compliance with certain rules and procedures. Debate, is two groups of students in either twos or threes, putting forward points, which are for or against an idea, proposal, point, action or recommendation.  The aim is to discuss topic ideas that
Brainstorming Brainstorming is a group work process that has been regulated to reach solutions for a problem without limitations or evaluation. The purpose of brainstorming is to make it easier for students to express themselves and to generate ideas. This technique is used as a high-level discussion

PO - NQF-HETR Relation
NQF-HETR CategoryNQF-HETR Sub-CategoryNQF-HETRLearning Outcomes
INFORMATION  01
SKILLS  01
SKILLS  02
COMPETENCIESCommunication and Social Competence 01
COMPETENCIESCommunication and Social Competence 02
COMPETENCIESCommunication and Social Competence 03
COMPETENCIESCommunication and Social Competence 04
COMPETENCIESCompetence to Work Independently and Take Responsibility 01
COMPETENCIESCompetence to Work Independently and Take Responsibility 02
COMPETENCIESCompetence to Work Independently and Take Responsibility 03
COMPETENCIESField Specific Competencies 01
COMPETENCIESField Specific Competencies 02
COMPETENCIESLearning Competence 01
COMPETENCIESLearning Competence 02
COMPETENCIESLearning Competence 03
    

PO - FOE (Academic)
FOE CategoryFOE Sub-CategoryFOELearning Outcomes
INFORMATION  01
SKILLS  01
SKILLS  02
COMPETENCIESCommunication and Social Competence 01
COMPETENCIESCommunication and Social Competence 02
COMPETENCIESCommunication and Social Competence 03
COMPETENCIESCommunication and Social Competence 04
COMPETENCIESCompetence to Work Independently and Take Responsibility 01
COMPETENCIESCompetence to Work Independently and Take Responsibility 02
COMPETENCIESField Specific Competencies 01
COMPETENCIESField Specific Competencies 02
COMPETENCIESField Specific Competencies 03
COMPETENCIESLearning Competence 01
COMPETENCIESLearning Competence 02
COMPETENCIESLearning Competence 03
    

PO - FOE (Vocational)
No Records to Display

COURS STRUCTURE & ECTS CREDITS
Year :
1st Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
TDE 291 INTRODUCTION TO COMMUNICATION 2+0 4 Compulsory
CMH 101 CALL CENTER MANAGEMENT 3+0 4 Compulsory
BYA 109 BASIC LAW 2+0 3 Compulsory
BDM 147 INTRODUCTION TO BUSINESS ADMINISTRATION 3+0 4 Compulsory
TKD 101 TURKISH LANGUAGE - I 2+0 2 Compulsory
ATI 101 ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - I 2+0 2 Compulsory
ING 125 ENGLISH- I 2+0 2 Compulsory
- Elective-I 3+1 3 Elective
- Elective-I 3+1 3 Elective
- Elective-I 3+1 3 Elective
  Total 30  
1st Semester Elective Groups : Elective-I

2nd Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
CMH 102 CALL CENTER MANAGEMENT - II 3+0 4 Compulsory
HIT 202 THEORY AND PRACTICES IN PUBLIC RELATIONS 3+0 4 Compulsory
PAZR 103 ECONOMY 3+0 4 Compulsory
KRY 201 CAREER PLANNING 2+0 3 Compulsory
ATI 102 ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - II 2+0 2 Compulsory
TKD 102 TURKISH LANGUAGE - II 2+0 2 Compulsory
ING 126 ENGLISH-II 2+0 2 Compulsory
- Elective-II 3+0 3 Elective
- Elective-II 3+0 3 Elective
- Elective-II 3+0 3 Elective
  Total 30  
2nd Semester Elective Groups : Elective-II

3rd Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
UTH 220 PROFESSIONAL ENGLISH 2+0 3 Compulsory
OTI 147 SOCIAL MEDIA MANAGEMENT 2+1 4 Compulsory
BYA 219 LABOR AND SOCIAL SECURITY LAW 2+0 3 Compulsory
ISG 233 TOTAL QUALITY MANAGEMENT 3+0 4 Compulsory
SBO 327 MEDIA LITERACY 2+0 4 Compulsory
- Elective-3 2+1 3 Elective
- Elective-3 2+1 3 Elective
- Elective-3 2+1 3 Elective
- Non-Field Elective 3 3+0 3 Elective
  Total 30  
3rd Semester Elective Groups : Elective-3
3rd Semester Elective Groups : Non-Field Elective 3

4th Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
ISME 200 VOCATIONAL TRAINING IN WORKPLACE 5+35 30 Compulsory
  Total 30  


COURSE & PROGRAM LEARNING OUTCOMES
Year : Compulsory Courses
Course TitleC/EPO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
PROFESSIONAL ENGLISHC             
ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - IC             
ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - IIC             
BASIC LAWC * ***   ** *
CALL CENTER MANAGEMENTC******   *   
CALL CENTER MANAGEMENT - IIC******   *   
CAREER PLANNINGC             
ECONOMYC             
ENGLISH- IC             
ENGLISH-IIC             
INTRODUCTION TO BUSINESS ADMINISTRATIONC             
INTRODUCTION TO COMMUNICATIONC***** *  *   
LABOR AND SOCIAL SECURITY LAWC   **     * *
MEDIA LITERACYC** **    *** 
SOCIAL MEDIA MANAGEMENTC   **    * * 
THEORY AND PRACTICES IN PUBLIC RELATIONSC             
TOTAL QUALITY MANAGEMENTC   * *    *  
TURKISH LANGUAGE - IC             
TURKISH LANGUAGE - IIC             
VOCATIONAL TRAINING IN WORKPLACEC             
Click to add elective courses...
Elective Courses
Course TitleC/EPO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
ADVANCED OFFICE SOLUTIONSE **   *      
BASIC COMPUTER TECHNOLGIESE ***  *      
BEHAVIORAL SCIENCESE  ****   **  
BRAND MANAGEMENTE**       * * 
COMMERCIAL MATHEMATICSE*    * *     
CONSTITUTIONAL LAWE             
CUSTOMER RELATIONSHIP MANAGEMENTE *****     * 
DEVELOPMENT OF CREATIVITYE             
ENTREPRENEURSHIPE *****   *   
ENVIRONMENTAL PROTECTIONE             
FINANCIAL LITERACYE             
FIRST AID AND HEALTHE             
FITNESS I - FLEXIBILITY AND STRENGTH DEVELOPMENTE             
GENERAL MATHEMATICSE             
MARKETING COMMUNICATIONSE***   *    * 
NUTRITIONE             
OCCUPATIONAL HEALTH AND SAFETYE             
PARENT EDUCATIONE             
PHONE EFFECTIVE COMMUNICATIONE * ** *  *   
PHYSICAL EDUCATION - IE             
PROFESSIONAL ETHICSE  ****   **  
PROTOCOL AND SOCIAL CONDUCTE ****    **  
RESEARCH METHODS AND TECHNIQUESE ***     *   
SOCIAL RESPONSIBILITY AND ETHICSE  ****       
SPEKAKING AND DICTIONE             
L+P: Lecture and Practice
C: Compulsory
E: Elective
PO: Program Learning Outcomes
TH [5]: Too High
H [4]: High
M [3]: Medium
L [2]: Low
TL [1]: Too Low
None [0]: None
FOE [0]: Field of Education
NQF-HETR : National Qualifications Framework For Higher Education in Turkey