Iğdır University Lifelong Learning Programme

Description of Individual Course Units

Course Unit Code	Course Unit Title	Type of Course Unit	Year of Study	Semester	Number of ECTS Credits
173315004202	CALL CENTER MANAGEMENT-II	Compulsory	2	4	4

Level of Course Unit

Short Cycle

Objectives of the Course

At the end of this course students are expected to explain Call Center technologies and issues of call center information management, quality management, performance and human resources management.

Name of Lecturer(s)

Öğr. Gör. Çağrı AKGÜN

Learning Outcomes

1	Appraise the importance of call center services
2	Identify the ethical and technical qualifications of Call Center Services employees
3	Define the basic concepts of Call Center Management course
4	Analyse and evaluate the information in the field of Call Center Services

Mode of Delivery

Daytime Class

Prerequisites and co-requisities

None

Recommended Optional Programme Components

....

Course Contents

Basic Concepts and Principles of Call Center, Business Management in Call Centers, Technology Management in Call Centers, Quality Management, in Call Centers, Information Management in Call Centers, Human Resources Management in Call Centers, Performance Management in Call Centers, Productivity Growth Strategies, Leadership, and Current Developments in Call Center Services.

Weekly Detailed Course Contents

Week	Theoretical	Practice	Laboratory
1	Basic Concepts and Principles of Call Center
2	Business Management in Call Centers
3	Technology Management in Call Centers I
4	Technology Management in Call Centers II
5	Quality Management in Call Centers
6	Information Management in Call Centers
7	Human Resources Management in Call Centers II
8	mid-term exam
9	Human Resources Management in Call Centers II
10	Performance Management in Call Centers I
11	Performance Management in Call Centers II
12	Productivity Growth Strategies
13	Leadership
14	Current Developments in Call Center Services
15	General Evaluation
16	final exam

Recommended or Required Reading

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

Planned Learning Activities and Teaching Methods

Assessment Methods and Criteria

Term (or Year) Learning Activities	Quantity	Weight
Midterm Examination	1	100
SUM		100
End Of Term (or Year) Learning Activities	Quantity	Weight
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)

None

Workload Calculation

Activities	Number	Time (hours)	Total Work Load (hours)
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
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
LO1	3	4	3	4	3	3
LO2		3	4		3				4		4						3
LO3			3			4	3	3
LO4	4	3	3

* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High