PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
CMH 102	CALL CENTER MANAGEMENT - II	3 + 0	2nd Semester	4

COURSE DESCRIPTION

Course Level	Associate's Degree
Course Type	Compulsory
Course Objective	In this course students, call center technology, information management, call center, it is expected to explain the quality management and human resource management issues.
Course Content	Call Center Technology, Technology Management in Call Centers, Quality Management in Call Centers, Knowledge Management and Decision Making in Call Centers.
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

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

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13
LO 001	5	5	5	5	5	5				5
LO 002	5	5	5	5	5	5				5
LO 003	5	5	5	5	5	5				5
LO 004	5	5	5	5	5	5				5
Sub Total	20	20	20	20	20	20				20
Contribution	5	5	5	5	5	5	0	0	0	5	0	0	0

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	14	3	42
Hours for off-the-classroom study (Pre-study, practice)	14	3	42
Mid-terms	1	10	10
Final examination	1	10	10
Total Work Load ECTS Credit of the Course			104 4

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
CMH 102	CALL CENTER MANAGEMENT - II	3 + 0	1	Turkish	2023-2024 Spring

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer CEVAT SERCAN ÖZER	csozer@pau.edu.tr		ACMYO A0211	%70

Goals		In this course students, call center technology, information management, call center, it is expected to explain the quality management and human resource management issues.
Content		Call Center Technology, Technology Management in Call Centers, Quality Management in Call Centers, Knowledge Management and Decision Making in Call Centers.

Topics

Weeks	Topics
1	Introducing the course, lesson plan and its operation, Technology Management in the Call Center
2	The Importance of Technology in Call Centers
3	Technology Management in Call Center-II
4	Customer Representative Business Terminal
5	Products in Call Center Processes
6	Quality Management in Call Center
7	Measuring Service Quality
8	Information Management in Call Centers
9	Information Sources and Types Used in Call Centers
10	Human Resources Management in Call Center
11	Training and Development in Business
12	Information Sources and Types Used in Call Centers - II
13	Career Management in Business
14	Employee Addiction and Motivation

Materials

Materials are not specified.

Resources

Resources	Resources Language
ÇAGRI MERKEZI YÖNETIMI-II (Anadolu Üniversitesi)	Türkçe

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	60	Final Exam
Midterm Exam	40	Midterm Exam

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student