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	Elective	2	4	4

Level of Course Unit

Short Cycle

Objectives of the Course

The aim of the program is to train human resources who are familiar with the basic principles, processes and management of the call center sector within the framework of national qualifications, and who have the competencies required by the sector.

Name of Lecturer(s)

Öğr. Gör. Çağrı AKGÜN

Learning Outcomes

1	He has basic knowledge in the field of Call Center Services
2	Has analytical thinking and decision-making skills in problems encountered in the field of Call Center Services.
3	Has effective communication and strong persuasion skills.
4	She has knowledge of basic technology and business processes in the Call Center field.
5	Demonstrates the ability to act coolly and calmly in stressful situations.

Mode of Delivery

Daytime Class

Prerequisites and co-requisities

Recommended Optional Programme Components

Course Contents

Technology management: Concept, Process, Technological history, Emerging technologies, Classification of used technologies, Contribution of technology, New technologies and trends; Quality management: Concepts, Quality management system, Quality measurement, Improving service quality; Information Management: Concepts and types of information, Information management resources; Human resources management: HR development, functions, Career management, Training and development; Customer relationship management: Concepts, Applications, Strategies; Call center current management problems and productivity: Budget constraints, Employee turnover rates, Organizational structures, Communication problems, Technology and efficiency.

Weekly Detailed Course Contents

Week	Theoretical	Practice	Laboratory
1	Systems Used in Call Processes
2	Quality Management in Call Center
3	Service Quality Measurement in Call Centers
4	Information Management in Call Centers
5	Information Sources and Types Used in Call Centers
6	Critical Points for Successful Information Management in Call Centers
7
8	Responsibilities of the Information Management Team in Call Centers
9	Responsibilities of the Information Management Team in Call Centers
10	Human Resources Management in Call Centers
11	Human Resources Management in Call Centers
12	Personnel Selection and Placement
13	Personnel Placement
14	Training and Development in Businesse
15

Recommended or Required Reading

Çağrı Merkezi Yönetimi-II, E-ISBN: 978-975-06-2993-8, İpek Dağdelen, Banu KURU SÖKMENSÜER, Senem Arzu COŞAN, Melek SARI. 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

Work Placement(s)

Workload Calculation

Activities	Number	Time (hours)	Total Work Load (hours)
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
TOTAL WORKLOAD (hours)			107

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	4	3	4	4	4	5	4	4	4	4	4	4	4	5	3	4	4	4
LO2	4	3	4	4	4	4	3	4	5	4	4	3	4	4	4	4	4	4
LO3	5	4	5	4	4	4	4	4	4	4	4	4	4	4	4	3	4	4
LO4	4	4	4	4	4	4	4	4	4	5	5	4	4	4	4	4	5	4
LO5	4	4	5	4	5	3	3	3	4	4	5	4	5	4	4	4	4	3

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