| Course Unit Code | Course Unit Title | Type of Course Unit | Year of Study | Semester | Number of ECTS Credits | | 213315002102 | CALL CENTER MANAGEMENT-I | Compulsory | 1 | 2 | 4 |
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| Level of Course Unit |
| Short Cycle |
| Objectives of the Course |
| To make people understand call center concepts, service areas of call centers, and the situation of call centers in our country and in the world. |
| Name of Lecturer(s) |
| Öğr. Gör. Çağrı AKGÜN |
| Learning Outcomes |
| 1 | Will be able to explain the development of the call center concept and its unique terminology. | | 2 | Explains the development of the Turkish call center industry. | | 3 | Compares internal and external resource use in the call center. | | 4 | Explains call centers management processes. | | 5 | It refers to the call center environment |
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| Mode of Delivery |
| Daytime Class |
| Prerequisites and co-requisities |
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| Recommended Optional Programme Components |
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| Course Contents |
| Call Center Concept, Technical terms, Call Centers in Turkey and the World, Current Developments in the Call Center Sector, Operations and Planning in Call Centers |
| Weekly Detailed Course Contents |
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| 1 | Call Center Concept | | | | 2 | Call Center Concept | | | | 3 | Call Center Terminology | | | | 4 | Call Center Terminology | | | | 5 | Call Center Sector ın Turkey | | | | 6 | Insource and Outsourcing in Call Center | | | | 7 | | | | | 8 | Call Center Sector in the World | | | | 9 | Management and Organization in Call Center | | | | 10 | Planning in Call Centers | | | | 11 | Planning in Call Centers | | | | 12 | Performance Management in Call Centers | | | | 13 | Performance Management in Call Centers | | | | 14 | Call Center Environment and Security | | | | 15 | | | |
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| Recommended or Required Reading |
| ÇAĞRI MERKEZİ YÖNETİMİ-I. T.C. ANADOLU ÜNİVERSİTESİ YAYINI NO: 3066, AÇIKÖĞRETİM FAKÜLTESİ YAYINI NO: 1999. Erdinç YÜKSEK, Gökçe AKAR, Haluk ŞANL |
| Planned Learning Activities and Teaching Methods |
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| 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 | | | Work Placement(s) | |
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| Workload Calculation |
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| Midterm Examination | 1 | 1 | 1 |
| Final Examination | 1 | 1 | 1 |
| Individual Study for Mid term Examination | 1 | 25 | 25 |
| Individual Study for Final Examination | 1 | 30 | 30 |
| Homework | 2 | 25 | 50 |
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| Contribution of Learning Outcomes to Programme Outcomes |
| LO1 | 4 | 3 | 4 | 4 | 4 | 5 | 4 | 4 | 5 | 4 | 4 | 5 | 4 | 4 | 5 | 4 | 4 | 4 | | LO2 | 5 | 5 | 3 | 4 | 4 | 4 | 4 | 4 | 3 | 4 | 4 | 4 | 5 | 4 | 4 | 4 | 4 | 4 | | LO3 | 5 | 4 | 4 | 4 | 4 | 4 | 5 | 4 | 4 | 5 | 3 | 4 | 5 | 4 | 4 | 4 | 4 | 4 | | LO4 | 5 | 4 | 4 | 5 | 5 | 3 | 3 | 5 | 4 | 4 | 4 | 5 | 4 | 4 | 4 | 5 | 5 | 5 | | LO5 | 4 | 3 | 5 | 4 | 4 | 3 | 4 | 4 | 4 | 4 | 3 | 5 | 4 | 5 | 4 | 3 | 4 | 4 |
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| * Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High |
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Iğdır University, Iğdır / TURKEY • Tel (pbx): +90 476
226 13 14 • e-mail: info@igdir.edu.tr
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