Description of Individual Course Units
Course Unit CodeCourse Unit TitleType of Course UnitYear of StudySemesterNumber of ECTS Credits
173315002102CALL CENTER MANAGEMENT-ICompulsory124
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
1Describe the basic concepts of Call Center Management course.
2Analyze and evaluate information on the Call Center Services area.
3Call Center Services can identify the ethical and technical qualities that must be in the employee
4Can 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
WeekTheoreticalPracticeLaboratory
1Introduction
2Call Center Concept
3Benefits Generated by Call Center
4The Call Center's Priority
5Services Provided at Call Center
6Service Channels at Call Center
7World Call Center Sector
8Turkey Call Center Sector
9Call Center Planning
10Shift Planning in Operations
11Shift Planning at Call Centers
12Performance Management and Scope
13Performance Management at Call Center
14An overview
15
16
Recommended or Required Reading
Planned Learning Activities and Teaching Methods
Assessment Methods and Criteria
Term (or Year) Learning ActivitiesQuantityWeight
Midterm Examination1100
SUM100
End Of Term (or Year) Learning ActivitiesQuantityWeight
Final Examination1100
SUM100
Term (or Year) Learning Activities40
End Of Term (or Year) Learning Activities60
SUM100
Language of Instruction
Turkish
Work Placement(s)
ok
Workload Calculation
ActivitiesNumberTime (hours)Total Work Load (hours)
Midterm Examination111
Final Examination111
Attending Lectures14456
Self Study11515
Individual Study for Mid term Examination12020
Individual Study for Final Examination12020
TOTAL WORKLOAD (hours)113
Contribution of Learning Outcomes to Programme Outcomes
PO
1
PO
2
PO
3
PO
4
PO
5
PO
6
PO
7
PO
8
PO
9
PO
10
PO
11
PO
12
PO
13
PO
14
PO
15
PO
16
PO
17
PO
18
LO133                
LO23  23  3          
LO333                
LO433 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