VOCATIONAL SCHOOL
Department of Call Center Services (Turkish)
SOCIAL MEDIA
MCMH 102 | Course Introduction and Application Information
| Course Name |
Call Center Management II
|
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
|
MCMH 102
|
Spring
|
2
|
2
|
3
|
3
|
| 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 learn about call center technologies, information management at call center, quality management and human resources management. |
| Learning Outcomes |
The students who succeeded in this course;
|
| Course Description | 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. |
|
|
Core Courses |
X
|
| Major Area Courses | ||
| Supportive Courses | ||
| Media and Management Skills Courses | ||
| Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
| Week | Subjects | Related Preparation |
| 1 | Introduction to Call Center Management | |
| 2 | Technology Management at Call Center | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -1 |
| 3 | Overview of Call Center Technologies | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -1 |
| 4 | Private Switch, Automatic Call Distribution Servers, Computer Telephony Integrator, Call Center Management System | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -1 |
| 5 | Interactive Voice Response System, External Search Systems, Voice and Video Recording, Callback Request | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -1 |
| 6 | Customer Representative Work Terminal | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -2 |
| 7 | Sound Technologies (Voice Recognition, Voice Synthesis) | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -2 |
| 8 | Midterm Exam | Midterm Exam |
| 9 | Quality Management in Call Centers | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -3 |
| 10 | Service Quality Measurement Instruments at Call Centers | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -3 |
| 11 | Information Management at Call Center | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -4 |
| 12 | Information Sources and Information Sources and Types | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -4 |
| 13 | Human Resources Management at Call Center I | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -5 |
| 14 | Human Resources Management at Call Center II | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. Publication No: 3080 Chapter -6 |
| 15 | Review of the semester | Course Notes |
| 16 | Final Exam | Final Exam |
| Course Notes/Textbooks | Çağrı Merkezi Yönetimi II, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011. ISBN: 9789750617171. |
| Suggested Readings/Materials | Course Notes |
EVALUATION SYSTEM
| Semester Activities | Number | Weigthing |
| Participation |
1
|
10
|
| Laboratory / Application | ||
| Field Work | ||
| Quizzes / Studio Critiques | ||
| Portfolio | ||
| Homework / Assignments | ||
| Presentation / Jury |
1
|
20
|
| Project |
-
|
-
|
| 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
|
-
|
0
|
| Study Hours Out of Class |
16
|
1
|
16
|
| Field Work |
0
|
||
| Quizzes / Studio Critiques |
0
|
||
| Portfolio |
0
|
||
| Homework / Assignments |
0
|
||
| Presentation / Jury |
1
|
0
|
|
| Project |
-
|
-
|
0
|
| Seminar / Workshop |
1
|
12
|
12
|
| Oral Exam |
0
|
||
| Midterms |
1
|
10
|
10
|
| Final Exam |
1
|
16
|
16
|
| Total |
86
|
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. |
X | ||||
| 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