VOCATIONAL SCHOOL
Department of Call Center Services (Turkish)
Courses
The course will help students recognize the skills needed for university life and their career goals. These skills include self-awareness, goal setting, time management, effective communication, mindfulness and analytical thinking. The course will also raise students’ awareness on problems such as addiction and bullying.
Students will be taught how to use the written and verbal communication tools accurately and efficiently in this course. Various types of verbal and written statements will be examined through a critical point of view by doing exercises on understanding, telling, reading, and writing. Punctuation and spelling rules, which are basis of written statement, will be taught and accurate usage of these rules for efficient and strong expression will be provided. As for verbal statement, students will be taught how to use the body language, use accent and intonation elaborately, and use presentation techniques.
This is a compulsory English course which provides basic language skills such as reading, writing, listening and speaking at the beginning level.
Learning of description of basic number concepts, instantiation of numbers, sets, inequalities, problems, equations, functions ve trigonometry
This course aims to provide students the basic concepts, terminology and functions of businesses within the framework of developing world order and global economy.
The student will be able to express the basic concepts of economics, apply economic analysis methods and analyze the features of economic systems.
Definition, purpose and importance of communication, elements of communication process, forms of communication, communication models and theories.
The main contents of this course are; basis of call center facts, call center planning, call center management, unchanging dynamics, real-time management, quality, control and performance management in call center services, the importance of team work and the role of call center services in the world.
Internship, covers field experience at any work place. Students should follow the instructions stated in IUE Internship Guide in order to successfully complete their internships.
The fundamental topics of law are: rules of social order, sources of law, branches of law, judicial organization, types of lawsuits, application of legal rules, and basic legal concepts.
Business Administration II is a basic course that gives students the changing concepts of businesses, their functions in the developing world and the world economy. It is the continuation of Business Administration I and aims to teach the students the current changes in business functions.
This is a compulsory English course which provides basic language skills such as reading, writing, listening and speaking at the beginning level.
This course provides a general information of the events from the end of the 19. century until the end of the Turkish War of Independence and the signing of the Treaty of Lausanne in 1923 and the following period until 1990’s.
This course includespplication and content of the Microsoft Office programs.
The main contents of this course are; call center concept and principles, current developments in call center business management, call center technology management, call center quality management, call center knowledge management, call center human resources management, call center performance management, productivity enhancement strategies, leadership and call center services.
The main contents of this course are; call center core components and performance management, basic concepts related to performance and efficiency, and methods of measuring productivity.
CRM and the importance of behavior in flight and service disruptions, online and traditional customer behavior, the cost of customer complaints, problem solving and complaint management
To analyze the concepts of ethics and morality. To analyze the concepts of ethics and morality. To analyze the ethics systems. To examine the concept of social responsibility.
The main contents of this course are; the concept of persuasion, the relation between the elements of advertising and marketing communication, the theories explaining the functioning of persuasion and preparation of persuasive messages.
Internship, covers field experience at any work place. Students should follow the instructions stated in IUE Internship Guide in order to successfully complete their internships.
The main contents of this course are; Market, Marketing, Sales Management, Personal Sales, Sales Force Planning and Organization, Sales Force Motivation and Reward Development, Evaluation of Sales Force.
The main contents of this course are; effective telephone communication skills and tele-sales techniques
Human resources planning, business analysis, recruitment, training and development, career management, performance management, wage management, health and safety management
Voice, diction, speed reading
Elective Courses
MCMH 231 Meeting and Time Management
The main contents of this course are; the concepts of meeting, objectives of meeting, meeting types, meeting preparations, management and organization, time and time management concepts, individual and organizational planning in time management and managing time in meetings.
MCMH 232 Target Audience in Communication
The main contents of this course are; communication formats and classification of communication, definition and characteristics of the target group, customers, suppliers, resource providers, regulators, competitors, supervisors, market structure, environmental elements and individual factors affecting target group behavior.
MCMH 233 Research Methods and Techniques
The main contents of this course are; to select research topics, to conduct research, to evaluate research results, to convert research results into reports, presentation preparation, and to make presentations.
MCMH 234 New Communication Technologies
The main content of this course is: Advancement and Development of Communication Technologies, New Media and Features, Internet and Web: Radio and Television Technologies: IPTV, Mobile TV, Mobile Communication Technologies and Applications, Virtual Worlds, e-publishing, Social Media and Marketing.
MCMH 235 Keyboard Techniques
In this course, students will learn two different keyboard layouts; F and Q, the functions of the keyboard keys, using the letter keys, punctuation and number keys, writing text, speed applications with hands and fingers, the rules for positioning, resting movements and will gain the ability to type fast with all 10 fingers on F Keyboard.
MCMH 236 Strategic Management
The main contents of this course are; vision; mission; SWOT analysis; strategies, planning, organizing, monitoring the implementation of the strategies and evaluating the results for the implementation of the identified strategies.
MCMH 237 Organizational Behavior
The main contents of this course are; relationship between authority and motivation, organizational behavior, leadership, organizational culture, communication, conflict management, team management and organizational change.
MCMH 238 Personal Branding
Personal branding and brand management will be analyzed elaborately in this course. The process of personal branding and the influencing factors will be examined. Analyses and discussions will be held within the context of this course.
MPAZ 101 Principles of Marketing
This course consists of the definition of marketing, basic concepts on marketing, new trends in marketing, marketing environment, market segmentation and marketing mix strategies, sales management and personal sales.
MPAZ 110 Presentation Techniques
Concepts of presentation and talk, verbal and nonverbal components of communication, the process of preparing an effective presentation/talk, the problems and solutions that may arise during the presentations and talks will be discussed.
MPAZ 114 Social Psychology
MPAZ 214 Public Relations
In this course, the students will gain knowledge and skills about the use of communication tools and strategies related to public relations by working with definitions, basic concepts and historical examples related to public relations.
MTOI 225 Entrepreneurship
Providing theoretical information on entepreneurship and formulating a business plan, analyzing successful business models, preparing and presenting business models.
MTOI 230 Consumer Behavior
The role of consumer behavior in marketing; consumer psychology, neuroscience, anthropology and sociology; consumer buying behavior and digital consumption and markets will be the main topics of the course.
RTV 240 Corporate Communication
Basic concepts of corporate communication, corporate communication activities performed for different purposes and for different stakeholders and basic principles to be considered in these activities are discussed.