COURSE SYLLABUS
CALL RECEIVING TECHNIQUES
| 1 |
Course Title: |
CALL RECEIVING TECHNIQUES |
| 2 |
Course Code: |
CATZ012 |
| 3 |
Type of Course: |
Compulsory |
| 4 |
Level of Course: |
Short Cycle |
| 5 |
Year of Study: |
1 |
| 6 |
Semester: |
2 |
| 7 |
ECTS Credits Allocated: |
3 |
| 8 |
Theoretical (hour/week): |
3 |
| 9 |
Practice (hour/week) : |
0 |
| 10 |
Laboratory (hour/week) : |
0 |
| 11 |
Prerequisites: |
None |
| 12 |
Recommended optional programme components: |
None |
| 13 |
Language: |
Turkish |
| 14 |
Mode of Delivery: |
Face to face |
| 15 |
Course Coordinator: |
Öğr. Gör. DİLEK TAŞKIN |
| 16 |
Course Lecturers: |
|
| 17 |
Contactinformation of the Course Coordinator: |
Öğr.Gör.Dilek TAŞKIN
dilektaskin@uludag.edu.tr
Tel:02242942686/62420 |
| 18 |
Website: |
|
| 19 |
Objective of the Course: |
|
| 20 |
Contribution of the Course to Professional Development |
|
| Week |
Theoretical |
Practical |
| 1 |
Basic definitions and concepts related to call center |
|
| 2 |
Call center systems and technologies |
|
| 3 |
Customer-oriented service approach in call center |
|
| 4 |
To understand the need for customers in telephone communication |
|
| 5 |
Effective communication strategies in the call center |
|
| 6 |
Customer service on the phone and effective speaking techniques |
|
| 7 |
Professional communication standards by telephone |
|
| 8 |
Techniques for gathering information, asking questions and providing solutions on the telephone |
|
| 9 |
Customer Complaint Management |
|
| 10 |
Problem solving and decision making techniques |
|
| 11 |
Telephone sales process and techniques |
|
| 12 |
Time management in call center |
|
| 13 |
Quality and supervision in the call center |
|
| 14 |
Screenplay and Roleplay studies |
|
| 23 |
Textbooks, References and/or Other Materials: |
|
| 24 |
Assesment |
|
| TERM LEARNING ACTIVITIES |
NUMBER |
PERCENT |
| Midterm Exam |
1 |
40 |
| Quiz |
0 |
0 |
| Homeworks, Performances |
0 |
0 |
| Final Exam |
1 |
60 |
| Total |
2 |
100 |
| Contribution of Term (Year) Learning Activities to Success Grade |
40 |
| Contribution of Final Exam to Success Grade |
60 |
| Total |
100 |
| Measurement and Evaluation Techniques Used in the Course |
|
| Information |
|
| 25 |
|
ECTS / WORK LOAD TABLE |
| Activites |
NUMBER |
TIME [Hour] |
Total WorkLoad [Hour] |
| Theoretical |
14 |
3 |
42 |
| Practicals/Labs |
0 |
0 |
0 |
| Self Study and Preparation |
0 |
0 |
0 |
| Homeworks, Performances |
0 |
0 |
0 |
| Projects |
0 |
0 |
0 |
| Field Studies |
0 |
0 |
0 |
| Midtermexams |
1 |
20 |
20 |
| Others |
0 |
0 |
0 |
| Final Exams |
1 |
30 |
30 |
| Total WorkLoad |
|
|
92 |
| Total workload/ 30 hr |
|
|
3,07 |
| ECTS Credit of the Course |
|
|
3 |
| 26 |
CONTRIBUTION OF LEARNING OUTCOMES TO PROGRAMME QUALIFICATIONS |
|
|
| LO: Learning Objectives |
PQ: Program Qualifications |
| Contribution Level: |
1 Very Low |
2 Low |
3 Medium |
4 High |
5 Very High |
