749 CALL CENTER SERVICES

GENERAL INFORMATION
The program was opened under the Department of Office Services and Secretariat in Acıpayam Vocational High School and started its training activities with 40 quotas in 2015-2016 academic year. The Call Center Services Associate Degree Program is a four-semester program. The program is a normal curriculum and the current quota is 60. Teaching language is Turkish. There is no preparatory class. He gave his first graduation at the end of 2016-2017 academic year.

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
Students who have enough points in the university exam and prefer our program are entitled to enroll in the Office Management and Executive Assistance Associate Degree program. Education and training last 4 semesters and 2 years. YGS Score Type; YGS-4.

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 2.30 out of 4.00 are given a bachelor degree in the field of Office Management and Executive Assistance.

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


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 2.30 out of 4.00 are given a bachelor degree in the field of Office Management and Executive Assistance.

Access to Further Studies
Without examination the graduates of Anadolu University Open Education Faculty have the right to migrate 3rd class. In addition, DGS, if they are successful in the graduate program of formal education there are opportunities to continue.

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 Lect. AYŞE GENÇ  agenc@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

Learning Outcomes - 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
    

Learning Outcomes - Fields of Education Relation (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
    

Learning Outcomes - Fields of Education Relation (Vocational)
No Records to Display

COURS STRUCTURE & ECTS CREDITS
Year :
1st Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
TKD 101 TURKISH LANGUAGE - I 2+0 2 Compulsory
ATI 101 ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - I 2+0 2 Compulsory
TDE 291 INTRODUCTION TO COMMUNICATION 2+0 3 Compulsory
BYA 215 PUBLIC RELATIONS 2+0 2 Compulsory
BAN 115 GENERAL MATHEMATICS 3+0 3 Compulsory
CMH 101 CALL CENTER MANAGEMENT 3+0 4 Compulsory
BYA 109 BASIC LAW 2+0 3 Compulsory
BYA 115 ECONOMY-1 2+0 3 Compulsory
MBM 107 BASIC COMPUTER TECHNOLGIES 2+1 3 Compulsory
BYA 101 BUSINESS - 2+0 3 Compulsory
- Elective 2+0 2 Elective
  Total 30  
1st Semester Elective Groups : Elective
Course CodeCourse TitleL+P HourECTSCourse Type
ING 125 ENGLISH- I 2+02Elective

2nd Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
TKD 102 TURKISH LANGUAGE - II 2+0 2 Compulsory
ATI 102 ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - II 2+0 2 Compulsory
BYA 104 BUSINESS-II 2+0 2 Compulsory
BYA 108 ECONOMY-II 2+0 2 Compulsory
BYA 103 COMMERCIAL MATHEMATICS 3+0 3 Compulsory
CMH 102 CALL CENTER MANAGEMENT - II 3+0 4 Compulsory
PDR 101 INTRODUCTION TO PSYCHOLOGY 3+0 3 Compulsory
PLM 206 MARKETING MANAGEMENT 2+0 2 Compulsory
ASC 213 INFORMATION AND COMMUNICATION TECHNOLOGY 3+0 3 Compulsory
BCT 110 INTERNSHIP APPLICATION 0+0 5 Compulsory
- Elective 2+0 2 Elective
  Total 30  
2nd Semester Elective Groups : Elective
Course CodeCourse TitleL+P HourECTSCourse Type
ING 126 ENGLISH-II 2+02Elective

3rd Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
CMH 201 DİCTİON -I 2+1 4 Compulsory
BYA 203 VOCATIONAL FOREIGN LANGUAGE-I 4+0 5 Compulsory
CMH 203 PHONE EFFECTİVE COMMUNİCATİON 2+1 3 Compulsory
HLK 255 MARKETING COMMUNICATIONS 3+0 3 Compulsory
- Elective 2+0 3 Elective
- Elective 2+0 3 Elective
- Elective 3+0 3 Elective
- Elective 3+0 3 Elective
- Elective 3+0 3 Elective
  Total 30  
3rd Semester Elective Groups : Elective
Course CodeCourse TitleL+P HourECTSCourse Type
BYA 217 CUSTOMER RELATIONSHIP MANAGEMENT 2+03Elective
OTI 147 SOCIAL MEDIA MANAGEMENT 2+13Elective
PLM 112 MANAGEMENT AND ORGANIZATION 2+03Elective
YBS 203 ADVANCED OFFICE SOLUTIONS 3+13Elective
3rd Semester Elective Groups : Elective
Course CodeCourse TitleL+P HourECTSCourse Type
BYA 219 LABOR AND SOCIAL SECURITY LAW 2+03Elective
EKNM 201 STATISTICS - I 3+03Elective
ISG 233 TOTAL QUALITY MANAGEMENT 3+03Elective
MLY 213 LAW OF OBLIGATIONS 2+03Elective
OTI 121 STRATEGIC MANAGEMENT 3+03Elective

4th Semester Course Plan
Course CodeCourse TitleL+P HourECTSCourse Type
CMH 202 DİCTİON -II 2+1 4 Compulsory
BYA 204 VOCATIONAL FOREIGN LANGUAGE-II 4+0 5 Compulsory
BYA 111 PROTOCOL AND SOCIAL CONDUCT 2+0 3 Compulsory
HLT 220 CRISIS MANAGEMENT 2+0 2 Compulsory
BYA 205 CUTTING STRUCTURE OF PUBLIC AND PRIVATE 3+0 3 Compulsory
- Elective 2+0 2 Elective
- Elective 2+0 2 Elective
- Elective 2+0 3 Elective
- Elective 2+0 3 Elective
- Elective 2+0 3 Elective
  Total 30  
4th Semester Elective Groups : Elective
Course CodeCourse TitleL+P HourECTSCourse Type
BURO 216 ENVIRONMENTAL PROTECTION 2+02Elective
BYA 105 PROFESSIONAL ETHICS 2+02Elective
HLT 212 ADVERTISING 2+02Elective
PAZA 222 BRAND MANAGEMENT 2+02Elective
SBO 327 MEDIA LITERACY 2+02Elective
4th Semester Elective Groups : Elective
Course CodeCourse TitleL+P HourECTSCourse Type
BNK 107 BANKING INTRODUCTION AND BASIC BANKING SERVICES 2+03Elective
BYA 206 RESEARCH METHODS AND TECHNIQUES 2+03Elective
EKNM 202 STATISTICS - II 3+03Elective
EMY 215 ENTREPRENEURSHIP 2+03Elective
OGK 204 FİRST AİD 2+03Elective
PLM 108 BEHAVIORAL SCIENCES 2+03Elective


COURSE & PROGRAM LEARNING OUTCOMES
Year : Compulsory Courses
Course TitleC/EPO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13
ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - IC   ** *   *  
ATATURK´S PRINCIPLES AND HISTORY OF TURKISH REVOLUTION - IIC   ** *   *  
BASIC COMPUTER TECHNOLGIESC ***  *      
BASIC LAWC * ***   ** *
BUSINESS -C** * *   * * 
BUSINESS-IIC** * *   * * 
CALL CENTER MANAGEMENTC******   *   
CALL CENTER MANAGEMENT - IIC******   *   
COMMERCIAL MATHEMATICSC*    * *     
CRISIS MANAGEMENTC** ****  * * 
CUTTING STRUCTURE OF PUBLIC AND PRIVATEC*         * *
DİCTİON -IC **** *  *   
DİCTİON -IIC **** *  *   
ECONOMY-1C    ** * *   
ECONOMY-IIC *** *       
GENERAL MATHEMATICSC   *** *     
INFORMATION AND COMMUNICATION TECHNOLOGYC **  *   *   
INTERNSHIP APPLICATIONC******   * * 
INTRODUCTION TO COMMUNICATIONC***** *  *   
INTRODUCTION TO PSYCHOLOGYC   **    **  
MARKETING COMMUNICATIONSC***   *    * 
MARKETING MANAGEMENTC***  *     * 
PHONE EFFECTİVE COMMUNİCATİONC * ** *  *   
PROTOCOL AND SOCIAL CONDUCTC ****    **  
PUBLIC RELATIONSC****  *  * * 
TURKISH LANGUAGE - IC  *** *      
TURKISH LANGUAGE - IIC  * * *  *   
VOCATIONAL FOREIGN LANGUAGE-IC    *   **   
VOCATIONAL FOREIGN LANGUAGE-IIC    *   **   
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 **   *      
ADVERTISINGE*    *   * * 
BANKING INTRODUCTION AND BASIC BANKING SERVICESE** *       * 
BEHAVIORAL SCIENCESE  ****   **  
BRAND MANAGEMENTE**       * * 
CUSTOMER RELATIONSHIP MANAGEMENTE *****     * 
ENGLISH- IE  *     **   
ENGLISH-IIE  *     **   
ENTREPRENEURSHIPE *****   *   
ENVIRONMENTAL PROTECTIONE  ****   **  
FİRST AİDE    **   **  
LABOR AND SOCIAL SECURITY LAWE   **     * *
LAW OF OBLIGATIONSE*   *       *
MANAGEMENT AND ORGANIZATIONE******   *   
MEDIA LITERACYE** **    *** 
PROFESSIONAL ETHICSE  ****   **  
RESEARCH METHODS AND TECHNIQUESE ***     *   
SOCIAL MEDIA MANAGEMENTE   **      * 
STATISTICS - IE *   * * *   
STATISTICS - IIE *   * * *   
STRATEGIC MANAGEMENTE**** *   * * 
TOTAL QUALITY MANAGEMENTE   ****   *  
L+P: Lecture and Practice
C: Compulsory
E: Elective
PQ: 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
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