VOCATIONAL SCHOOL
Department of Call Center Services (Turkish)
MCMH 203 | Course Introduction and Application Information
Course Name |
Assessment and Evaluation in Call Centers
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
MCMH 203
|
Fall
|
2
|
2
|
3
|
5
|
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 students to understand the basic concepts of performance and effectiveness in call center management and to understand the features that should be used in the performance evaluation system in Call Centers. |
Learning Outcomes |
The students who succeeded in this course;
|
Course Description | 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. |
|
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 Measurement and Evaluation in Call Centers | |
2 | Performance Management and Scope | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter-5 |
3 | Targeting | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter-5 |
4 | Feedback and Evaluation | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter-5 |
5 | Features Needed in Performance Appraisal System | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter-5 |
6 | Features Needed in Performance Appraisal System | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter-5 |
7 | Aims and Benefits of Performance Management | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter-5 |
8 | Midterm Exam | Midterm Exam |
9 | Call Center Performance Indicators | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter -6 |
10 | Accessibility Criteria | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter -6 |
11 | Quality Criteria | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter -6 |
12 | Income Criteria | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter -6 |
13 | Performance Management System at Call Centers | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter -6 |
14 | Contribution to the Targets of the Roles and Responsibilities – Case Study | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 Chapter -6 |
15 | Review of the semester | Course Notes |
16 | Final Exam | Final Exam |
Course Notes/Textbooks | Çağrı Merkezi Yönetimi I, Çekerol Kamil, Anadolu University Publications, Eskişehir, 2011, Publication No: 3066 |
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
|
15
|
Project | ||
Seminar / Workshop |
1
|
20
|
Oral Exams | ||
Midterm |
1
|
20
|
Final Exam |
1
|
35
|
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 |
15
|
2
|
30
|
Field Work |
0
|
||
Quizzes / Studio Critiques |
0
|
||
Portfolio |
0
|
||
Homework / Assignments |
0
|
||
Presentation / Jury |
1
|
0
|
|
Project |
0
|
||
Seminar / Workshop |
1
|
0
|
|
Oral Exam |
0
|
||
Midterms |
1
|
15
|
15
|
Final Exam |
1
|
30
|
30
|
Total |
107
|
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. |
X | ||||
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