VOCATIONAL SCHOOL
Department of Call Center Services (Turkish)
SOCIAL MEDIA
MCMH 101 | Course Introduction and Application Information
| Course Name |
Call Center Management I
|
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
|
MCMH 101
|
Fall
|
2
|
2
|
3
|
4
|
| Prerequisites |
None
|
|||||
| Course Language |
Turkish
|
|||||
| Course Type |
Required
|
|||||
| Course Level |
Short Cycle
|
|||||
| Mode of Delivery | - | |||||
| Teaching Methods and Techniques of the Course | - | |||||
| Course Coordinator | - | |||||
| Course Lecturer(s) | ||||||
| Assistant(s) | - | |||||
| Course Objectives | The main aim of this course is to enable the students to define the call center services sector in the world and Turkey, to define the call center concept and development, to clarify the concepts related to the sector and to evaluate the main sectoral actors and sectoral developments. |
| Learning Outcomes |
The students who succeeded in this course;
|
| Course Description | 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. |
|
|
Core Courses | |
| Major Area Courses |
X
|
|
| Supportive Courses | ||
| Media and Management Skills Courses | ||
| Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
| Week | Subjects | Related Preparation |
| 1 | Meeting stage and introduction to the course | no preparation is required |
| 2 | The Concept and Development of Call Center Services | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 2-4.; Candaner, P. ve Kohen, A. (2011). Bu Yerin Kulağı Var! – Çağrı Merkezleri Hakkında Bilmeniz Gerekenler, Türkiye İş Bankası Kültür Yayınları, İstanbul, pp. 45-56. |
| 3 | Types and Advantages of Call Center Services | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 5-9. |
| 4 | The Importance and Components of Call Center Services | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 9-13. |
| 5 | Offered Services in Call Centers | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 17-21. |
| 6 | The Development of Call Center Services in the World | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 34-52. |
| 7 | The Development of Call Center Services in Turkey | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 52-76. |
| 8 | Midterm Exam | Course notes from the first week to seventh week. |
| 9 | Outsourcing in Call Center Services | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 78-92. |
| 10 | Planning in Call Center Services | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 110-131. |
| 11 | Performance Management in Call Center Services | Yüksek, E.; Akar, G. ve Şanlı, H. (2011). Çağrı Merkezi Yönetimi-I, (ed. K. Çekerol) Anadolu Üniversitesi Yayınları, Eskişehir, pp. 138-163. |
| 12 | Project Presentation | Nice Medya (2014). Türkiye Çağrı Merkezi Teknoloji Rehberi, Call Center Kitaplığı, Istanbul.; Bergevin, R.; Kinder, A.; Siegel, W. ve Simpson, B. (2010). Call Centers For Dummies, John Wiley and Sons Canada, 2. |
| 13 | Project Presentation | Nice Medya (2014). Türkiye Çağrı Merkezi Teknoloji Rehberi, Call Center Kitaplığı, Istanbul.; Bergevin, R.; Kinder, A.; Siegel, W. ve Simpson, B. (2010). Call Centers For Dummies, John Wiley and Sons Canada, 2. |
| 14 | Project Presentation | Nice Medya (2014). Türkiye Çağrı Merkezi Teknoloji Rehberi, Call Center Kitaplığı, Istanbul.; Bergevin, R.; Kinder, A.; Siegel, W. ve Simpson, B. (2010). Call Centers For Dummies, John Wiley and Sons Canada, 2. |
| 15 | Evaluation of the semester | Course notes taken during the semester and assessment of the course |
| 16 | Final Exam | Final Exam |
| Course Notes/Textbooks |
|
| Suggested Readings/Materials |
|
EVALUATION SYSTEM
| Semester Activities | Number | Weigthing |
| Participation |
1
|
10
|
| Laboratory / Application | ||
| Field Work | ||
| Quizzes / Studio Critiques | ||
| Portfolio | ||
| Homework / Assignments | ||
| Presentation / Jury | ||
| Project |
1
|
20
|
| Seminar / Workshop | ||
| Oral Exams | ||
| Midterm |
1
|
30
|
| Final Exam |
1
|
40
|
| Total |
| Weighting of Semester Activities on the Final Grade |
3
|
60
|
| Weighting of End-of-Semester Activities on the Final Grade |
1
|
40
|
| Total |
ECTS / WORKLOAD TABLE
| Semester Activities | Number | Duration (Hours) | Workload |
|---|---|---|---|
| Theoretical Course Hours (Including exam week: 16 x total hours) |
16
|
2
|
32
|
| Laboratory / Application Hours (Including exam week: '.16.' x total hours) |
16
|
2
|
32
|
| Study Hours Out of Class |
16
|
2
|
32
|
| Field Work |
0
|
||
| Quizzes / Studio Critiques |
0
|
||
| Portfolio |
0
|
||
| Homework / Assignments |
0
|
||
| Presentation / Jury |
0
|
||
| Project |
1
|
9
|
9
|
| Seminar / Workshop |
0
|
||
| Oral Exam |
0
|
||
| Midterms |
1
|
5
|
5
|
| Final Exam |
1
|
10
|
10
|
| Total |
120
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
|
#
|
Program Competencies/Outcomes |
* Contribution Level
|
||||
|
1
|
2
|
3
|
4
|
5
|
||
| 1 | To able to learn the concepts, methods and tools of Call Center Services |
X | ||||
| 2 | To be able to interpret and evaluate data in the call center area using basic knowledge of sales techniques and customer relationship management. |
X | ||||
| 3 | To be able to analyze and create strategy, cost, income and quality measures. |
X | ||||
| 4 | To be able to critically evaluate the basic knowledge and skills acquired in the field of call center services. |
|||||
| 5 | To be able to produce practical solutions to complex problems that are encountered and unpredicted in practice and ability to have make the right decision. |
X | ||||
| 6 | To be able to follow the information in the field and communicate with colleagues as determined by the European Language Portfolio A2 level. |
|||||
| 7 | To be able to internalize the need to obey the values of business ethics and will be able to have and apply the social, scientific and ethical values in the stages of the collection of data, interpretation, dissemination and implementation. |
X | ||||
| 8 | To be able to use informatics and communication technologies with computer programs in a level that required by the Call Center Services field. |
|||||
| 9 | To be able to adopt a lifelong learning approach, and will be able to do studies for renewing and improving their knowledge continuously. |
X | ||||
| 10 | To be able to work efficiently and effectively, learn how to be a team member, take responsibilities, be open minded, constructive, open to criticism and have self confidence |
X | ||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest
SOCIAL MEDIA