Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | 173315002102 | CALL CENTER MANAGEMENT-I | Compulsory | 1 | 2 | 4 |
|
Level of Course Unit |
Short Cycle |
Objectives of the Course |
At the end of this course the student's Call Center Services industry 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. |
Name of Lecturer(s) |
Öğr. Gör. Çağrı AKGÜN |
Learning Outcomes |
1 | Describe the basic concepts of Call Center Management course. | 2 | Analyze and evaluate information on the Call Center Services area. | 3 | Call Center Services can identify the ethical and technical qualities that must be in the employee | 4 | Can understand the importance of Call Center Services |
|
Mode of Delivery |
Daytime Class |
Prerequisites and co-requisities |
None |
Recommended Optional Programme Components |
None |
Course Contents |
Concept and Development of Call Center, Call Center terms, Call Center Services, Call Centers in Planning, Human Resource Management in Call Centers, Business Process Management in Call Centers, Team Management in Call Centers. |
Weekly Detailed Course Contents |
|
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 | | | 15 | | | | 16 | | | |
|
Recommended or Required Reading |
|
Planned Learning Activities and Teaching Methods |
|
Assessment Methods and Criteria | |
Midterm Examination | 1 | 100 | SUM | 100 | |
Final Examination | 1 | 100 | SUM | 100 | Term (or Year) Learning Activities | 40 | End Of Term (or Year) Learning Activities | 60 | SUM | 100 |
| Language of Instruction | Turkish | Work Placement(s) | ok |
|
Workload Calculation |
|
Midterm Examination | 1 | 1 | 1 |
Final Examination | 1 | 1 | 1 |
Attending Lectures | 14 | 4 | 56 |
Self Study | 1 | 15 | 15 |
Individual Study for Mid term Examination | 1 | 20 | 20 |
Individual Study for Final Examination | 1 | 20 | 20 |
|
Contribution of Learning Outcomes to Programme Outcomes |
LO1 | 3 | 3 | | | | | | | | | | | | | | | | | LO2 | 3 | | | 2 | 3 | | | 3 | | | | | | | | | | | LO3 | 3 | 3 | | | | | | | | | | | | | | | | | LO4 | 3 | 3 | | 3 | | 3 | | 3 | | | | | | | | | | |
|
* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
|
|
Iğdır University, Iğdır / TURKEY • Tel (pbx): +90 476
226 13 14 • e-mail: info@igdir.edu.tr
|