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Arama Yapmak İstediğiniz Anahtar Kelimeyi Giriniz :       
BESIKDUZU VOCATIONAL JUNIOR COLLAGE / Secretary and Office Services / .
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BCMH2007 MANAGEMENT OF CALL CENTER 3+0+0 ECTS:5
Year / Semester Second Year / Fall Semester
Level of CourseShort Cycle
StatusCompulsory
DepartmentSecretary and Office Services
Prerequisites and co-requisites None
Mode of DeliveryFace to face
Contact hours14 weeks - 3 hours of lectures per week
Lecturer
Co-LecturerLECTURER Nadide ÇAKIROĞLU,
Language of instruction Turkish
Professional practise ( internship )None
 
Objectives of the Course
This course will enable the students to recognize the Call Center Services in the world and Turkey sector, clutch concepts related to the industry, sector developments and the main sectoral actors, call center technology, information management, call center, is expected to explain the quality management and human resource management issues.
 

Learning Outcomes

CTPO

TOA

Upon successful completion of the course, the students will be able to :

LO - 1 :

You can understand the importance of Call Center Services

LO - 2 :

Call Center Services to be included in employee moral and technical qualities can detect

LO - 3 :

Define the basic concepts Call Center Management

LO - 4 :

Analyze and evaluate Information related to the field of Call Center Services

CTPO : Contribution to programme outcomes, TOA : Type of assessment (1: written exam, 2: Oral exam, 3: Homework assignment, 4: Laboratory exercise/exam, 5: Seminar / presentation, 6: Term paper), LO : Learning Outcome

 

Contents of the Course

Call Center Concept and Development, Introduction to Call Center Services, Basic Call Center Real, Call Center Planning, Management Call Center, Permanent Dynamic, Real-Time Management, Quality in Call Center Services, Call Center Services in Control, Performance Management in Call Center Services, Teamwork and its importance, call the world Center Services Sector, Call Center Services Sector Development in Turkey, Call Center Basic Concepts and Principles of Business Management in Call Centers, Call Center Technology Management, Quality Management in Call Center, Call Center Knowledge Management, Human Resource Management in Call Center Performance Management in Call Center Efficiency Enhancement Strategy, Leadership, Current Developments in Call Center Services

 

Course Syllabus

 Week

Subject

Related Notes / Files

 Week 1

Introduction to Call Center Services

 Week 2

Planning Call Center

 Week 3

Call Center Management

 Week 4

 Week 5

Quality in Call Center Services

 Week 6

Performance Management in Call Center Services

 Week 7

Call Center Services Sector in the World and Turkey

 Week 8

Mid exam

 Week 9

Call Center Human Resource Management

 Week 10

Business Management in Call Centers

 Week 11

Technology Management II Call Center

 Week 12

Technology Management II Call Center

 Week 13

Leadership

 Week 14

 Week 15

 Week 16

Final exam

 

Textbook / Material

1Kamil ÇEKEROL (Der), 2011, Çağrı Merkezi Yönetimi II, Eskişehir: Anadolu Üniversitesi Yayınları

2Kamil ÇEKEROL (Der), 2011, Çağrı Merkezi Yönetimi I, Eskişehir: Anadolu Üniversitesi Yayınları

 

Recommended Reading

 

Method of Assessment

Type of assessment

Week No

Date

Duration (hours)

Weight (%)

Mid-term exam

8

9
2016

1

50

End-of-term exam

16

1
2017

1

50

 

Student Work Load and its Distribution

Type of work

Duration (hours pw)

No of weeks / Number of activity

Hours in total per term

Lectures (face to face teaching)

3

14

42

Own (personal) studies outside class

2

6

12

Laboratory studies

0

0

0

Own study for first mid-term exam

3

8

24

Mid-term exam

1

1

1

Practice

0

0

0

Clinic Practice

0

0

0

Homework

0

0

0

Project

0

0

0

Quiz

0

0

0

Own study for final exam

4

14

56

End-of-term exam

1

1

1

Other 1

0

0

0

Other 2

0

0

0

Total work load

136