Anadolu Info Package Anadolu Info Package
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About the Programme Academic Staff Program Qualifications Lessons Matrix of Course & Program Qualifications Turkish Qualifications Framework (TQF) TQF & Program Qualifications
  2. Course Structure Diagram with Credits
  3. Call Center Management I
  4. Description
  • Description
  • Learning Outcomes
  • ECTS Credit Load
  • Course's Contribution to Program
  • Learning Outcomes & Program Qualifications
Last Updated: 22/10/2025

Code - Course Title Compulsory/Elective Laboratory + Practice ECTS
ÇMH101U - Call Center Management I I. SEMESTER 0 +0 6.0
Language of Instruction Türkçe
Course Type Required Courses
Course Instructor(s) PROF. DR. KAMİL ÇEKEROL
Mode of Delivery Distance Education
Place of Delivery
Used Educational Platforms
Prerequisites There is no prerequisite or co-requisite for this course.
Courses Recomended --
Recommended Resources Çağrı Merkezi Yönetimi I
Work Placement --
Aims of the Course

Weeks Learning Outcomes Topics Teaching Methods
Week - 1 Call Center Concept
Week - 2 Call Center Concept
Week - 3 Call Center Terminology
Week - 4 Call Center Terminology
Week - 5 Türkiye Call Center Sector
Week - 6 Insourcing and Outsourcing in the Call Center
Week - 7 Midterm
Week - 8 Management and Organization in the Call Center
Week - 9 Planning in Call Centers
Week - 10 Planning in Call Centers
Week - 11 Performance Management in Call Centers
Week - 12 Performance Management in Call Centers
Week - 13 Call Center Environment and Security
Week - 14 Final Exam

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Assessment Method and Passing Requirements
Quamtity Percentage (%)
1.Midterm Exam 1 30
Final Exam 1 70
Toplam (%) 100

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