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
  1. Open Education Faculty
  2. Call Center Services
  3. Course Structure Diagram with Credits
  4. Service in the Call Center
  5. Description
  • Description
  • Learning Outcomes
  • ECTS Credit Load
  • Course's Contribution to Program
  • Learning Outcomes & Program Qualifications
Last Updated: 06/10/2026

Code - Course Title Course Type Laboratory + Practice ECTS
ÇMH203U - Service in the Call Center III. SEMESTER 0 +0 7.0
Language of Instruction Türkçe
Course Type Required Courses
Course Instructor(s) ASSIST. PROF. DR. NEJDET KARADAĞ
Mode of Delivery Distance Education
Place of Delivery
Used Educational Platforms
Prerequisites There is no prerequisite or co-requisite for this course.
Courses Recomended There are no other recommended courses related to this course.
Recommended Resources Çağrı Merkezinde Hizmet
Work Placement There is no internship or application for this course.
Aims of the Course

Weeks Learning Outcomes Topics Teaching Methods
Week - 1 Basics of Service-Oriented Approach
Week - 2 Effective Communication on the Phone
Week - 3 Effective Communication on the Phone
Week - 4 Change Management
Week - 5 Change Management
Week - 6 Teamwork
Week - 7 Mid-term exam
Week - 8 Stress and Anger Management
Week - 9 Stress and Anger Management
Week - 10 Customer Profiles and Behavior Styles
Week - 11 Customer Profiles and Behavior Styles
Week - 12 Professional Behavior on the Phone
Week - 13 Professional Behavior on the Phone
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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