VOCATIONAL SCHOOL

Department of Call Center Services (Turkish)

Courses


IUE 100  Orientation and Career Planning

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.


TRK 100  Turkish

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.


ING 101  English I

This is a compulsory English course which provides basic language skills such as reading, writing, listening and speaking at the beginning level.


MMAT 113  Mathematics I

Learning of description of basic number concepts, instantiation of numbers, sets, inequalities, problems, equations, functions ve trigonometry


MISL 101  Business Administration I

This course aims to provide students the basic concepts, terminology and functions of businesses within the framework of developing world order and global economy.


MEKO 101  Microeconomics

The student will be able to express the basic concepts of economics, apply economic analysis methods and analyze the features of economic systems.


RTV 101  Introduction to Communication

Definition, purpose and importance of communication, elements of communication process, forms of communication, communication models and theories.


MCMH 101  Call Center Management I

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.


MYST 104  Summer Training (4 weeks)

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.


HUK 120  Fundamental Principles of Law

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.


MISL 102  Business Administration II

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.


ING 102  English II

This is a compulsory English course which provides basic language skills such as reading, writing, listening and speaking at the beginning level.


TRH 100  Principles of Atatürk and History of Revolution

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.


BILT 100  Introduction to Computer and Information Technology

This course includespplication and content of the Microsoft Office programs.


MCMH 102  Call Center Management II

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.


MCMH 203  Assessment and Evaluation in Call Centers

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.


HYHY 209  Customer Relations Management

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


MINT 230  Professional Ethics

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.


MCMH 205  Persuasion and Persuasion Psychology

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.


MYST 204  Summer Training (4 weeks)

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.


MCMH 204  Basic Sales Techniques for Call Centers

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.


MCMH 206  Telephone Communication and Telesales

The main contents of this course are; effective telephone communication skills and tele-sales techniques


MTOI 204  Human Resources Management

Human resources planning, business analysis, recruitment, training and development, career management, performance management, wage management, health and safety management


RTV 215  The Art of Public Speaking

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.


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Izmir University of Economics
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Izmir Chamber of Commerce Health and Education Foundation.
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Sakarya Street No:156
35330 Balçova - İzmir / Turkey

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