1. SHORT CYCLE - ASSOCIATE'S DEGREE
  3. SECRETARIAL AND OFFICE SERVICES DEPARTMENT
  4. 749 CALL CENTER SERVICES
Course Information Course Learning Outcomes Course's Contribution To Program ECTS Workload Course Details
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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
CMH 101CALL CENTER MANAGEMENT3 + 01st Semester4

COURSE DESCRIPTION
Course Level Associate's Degree
Course Type Compulsory
Course Objective At the end of this course the student's Call Center Services sector in the world and Turkey to recognize, comprehend concepts related to the sector are expected to be able to assess developments in the sector and the main sectoral actors.
Course Content Call Center Concept and Development, Call Center terms, Call Center Services, Planning in Call Centers, Human Resources Management in Call Centers, Process Management in Call Centers, Team Management in Call Centers.
Prerequisites No the prerequisite of lesson.
Corequisite No the corequisite of lesson.
Mode of Delivery Face to Face

COURSE LEARNING OUTCOMES
1You can define the basic concepts of Call Center Management course.
2Call Center Services about the areato analyze and evaluate information
3Call Center Services to be included in employee moral and technical qualities can detect
4You can understand the importance of Call Center Services

COURSE'S CONTRIBUTION TO PROGRAM
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
LO 001555555   4   
LO 002555555   4   
LO 003555555   4   
LO 004555555   4   
Sub Total202020202020   16   
Contribution5555550004000

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14342
Hours for off-the-classroom study (Pre-study, practice)14342
Mid-terms11010
Final examination11010
Total Work Load

ECTS Credit of the Course





104

4
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2019-2020 Fall1CEVAT SERCAN ÖZER


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
CMH 101 CALL CENTER MANAGEMENT 3 + 0 1 Turkish 2019-2020 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Lecturer CEVAT SERCAN ÖZER csozer@pau.edu.tr ACMYO A0102 %70
Goals At the end of this course the student's Call Center Services sector in the world and Turkey to recognize, comprehend concepts related to the sector are expected to be able to assess developments in the sector and the main sectoral actors.
Content Call Center Concept and Development, Call Center terms, Call Center Services, Planning in Call Centers, Human Resources Management in Call Centers, Process Management in Call Centers, Team Management in Call Centers.
Topics
WeeksTopics
1 Introduction
2 Call Center Concept
3 Benefits Generated by Call Center
4 The Call Center's Priority
5 Services Provided at Call Center
6 Service Channels at Call Center
7 World Call Center Sector
8 Turkey Call Center Sector
9 Call Center Planning
10 Shift Planning in Operations
11 Shift Planning at Call Centers
12 Performance Management and Scope
13 Performance Management at Call Center
14 An overview
Materials
Materials are not specified.
Resources
ResourcesResources Language
T.C. ANADOLU ÜNİVERSİTESİ YAYINI ÇAĞRI MERKEZİ YÖNETİMİ-ITürkçe
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes