Call Center Services

General Description

Brief History

Orhaneli Vocational School "Call Center Services" formal education program was opened in the 2017-2018 Academic Year.

Qualification Awarded

When 120 ETCS credit program is completed and program adequacy is achieved, Call Center Services Associate Degree is gained.

Level of Qualification

Short Cycle

Specific Admission Requirements

Candidates must have a high school diploma or equivalent and meet the requirements determined by ÖSYM in accordance with the relevant legislation of YOK.

Specific arrangements for the recognition of prior learning

The provisions in “Regulation on Transfer among Associate and Undergraduate Degree Programs, Double Major, and Subspecialty and the Principals of Credit Transfer among Institutions in Higher Education Institutions” are applied.

Qualification Requirements and Regulations

In order to be able to receive an Associate Degree in Call Center Services, it is required to successfully complete all the compulsory and elective courses a student should have (a total of 120 ACTS) and to have at least 2.00 GPA (grade point average) over 4.00, also should has to complete 30 day summer internship.

Profile of The Programme

The aim of the call center services associate degree program is to train human resources who are competent in the basic qualities, principles, business processes and management of the call center sector and have the competence needed by the sector. In direct proportion to the rapid development of the call center sector, it is aimed to provide vocational training to candidates who are interested in this sector and want to receive training in this field and to ensure that qualified graduates are employed in the sector. Graduates who successfully complete their two-year vocational training find employment opportunities in both private and public institutions and organizations.

Key Learning Outcomes - TYYÇ - TAY Relationship

8.1

Key Learning Outcomes

1. Has a basic level of knowledge in the field of Call Center Services.
2. Has the ability to use the information gained in Call Center Services field on the decision, application and behavior.
3. Has the ability to analyze, interpret and evaluate the information on the Call Center Services area.
4. Expresses the opinions and suggestions in written and verbal manner related to the Call Center Services field.
5. Fulfills the duties and responsibilities assigned to him/her.
6. Critically evaluates the acquired knowledge and skills.
7. Helps colleagues.
8. Has at least the European Computer Use License Basic Level knowledge of computer software required by Call Center Services field.
9. Acts in accordance with organization, business and social ethical values.
10. Takes responsibility as a team member for problems encountered or unpredicted in practice.
11. Indicates that the learning requirement has a continuity.
12. Knows Atatürk's Principles and Revolutions and protects them.
13. Know basic mathematical concepts and use them in problem solving.
14. Is open to participate in programs for learning needs.
15. Is open to change and innovation.
16. Communicates effectively in Turkish verbal and written.

8.2

TYYÇ - Key Learning Outcomes Relationship

Key Learning Outcomes		TYYC-1 KNOWLEDGE (Theoretical - Applied)	TYYC-2 SKILLS (Cognitive - Applied)	TYYC-3 COMPETENCE (Independent Working and Responsibility)	TYYC-4 COMPETENCE (Learning Competence)	TYYC-5 COMPETENCE (Communication and Social Competence)	TYYC-6 COMPETENCE (Field-Specific Competence)
Key Learning Outcomes		1	Has a basic level of knowledge in the field of Call Center Services.	1
2	Has the ability to use the information gained in Call Center Services field on the decision, application and behavior.		1,2
3	Has the ability to analyze, interpret and evaluate the information on the Call Center Services area.		2		1
4	Expresses the opinions and suggestions in written and verbal manner related to the Call Center Services field.					1
5	Fulfills the duties and responsibilities assigned to him/her.			1,2,3
6	Critically evaluates the acquired knowledge and skills.				1
7	Helps colleagues.					2
8	Has at least the European Computer Use License Basic Level knowledge of computer software required by Call Center Services field.					4
9	Acts in accordance with organization, business and social ethical values.						1
10	Takes responsibility as a team member for problems encountered or unpredicted in practice.			2
11	Indicates that the learning requirement has a continuity.				1
12	Knows Atatürk's Principles and Revolutions and protects them.						2
13	Know basic mathematical concepts and use them in problem solving.	1
14	Is open to participate in programs for learning needs.				1,2,3
15	Is open to change and innovation.				3
16	Communicates effectively in Turkish verbal and written.					1,2

8.3

TAY - Key Learning Outcomes Relationship

Key Learning Outcomes		TAY-1 KNOWLEDGE (Theoretical - Applied)	TAY-2 SKILLS (Cognitive - Applied)	TAY-3 COMPETENCE (Independent Working and Responsibility)	TAY-4 COMPETENCE (Learning Competence)	TAY-5 COMPETENCE (Communication and Social Competence)	TAY-6 COMPETENCE (Field-Specific Competence)
Key Learning Outcomes		1	Has a basic level of knowledge in the field of Call Center Services.	1
2	Has the ability to use the information gained in Call Center Services field on the decision, application and behavior.		1
3	Has the ability to analyze, interpret and evaluate the information on the Call Center Services area.		2
4	Expresses the opinions and suggestions in written and verbal manner related to the Call Center Services field.					1
5	Fulfills the duties and responsibilities assigned to him/her.			1,2
6	Critically evaluates the acquired knowledge and skills.				1
7	Helps colleagues.					2
8	Has at least the European Computer Use License Basic Level knowledge of computer software required by Call Center Services field.					4
9	Acts in accordance with organization, business and social ethical values.						1
10	Takes responsibility as a team member for problems encountered or unpredicted in practice.			2
11	Indicates that the learning requirement has a continuity.				2,3
12	Knows Atatürk's Principles and Revolutions and protects them.						2
13	Know basic mathematical concepts and use them in problem solving.	1
14	Is open to participate in programs for learning needs.				3
15	Is open to change and innovation.						1
16	Communicates effectively in Turkish verbal and written.					1

Occupational Profiles of Graduates With Examples

Graduates who successfully complete the call center services associate degree program will have gained competence in many areas such as effective communication skills, customer relations management, persuasive communication, corporate communication management, call center management, team leadership, etc. Graduates have the opportunity to be employed in all customer contact points in both public and private institutions and organizations, primarily in call centers within the rapidly developing call center sector in Turkey.

Access to Further Studies

Candidates who successfully complete their associate degree education can apply to the Open Education Faculty, which grants them the right to transfer without an exam, or to undergraduate programs in related fields, provided that they receive sufficient points from the DGS (Vertical Transfer Exam) exam conducted by ÖSYM. Graduates of the call center services associate degree program can vertically transfer to the four-year Public Relations, Public Relations and Advertising, Public Relations and Promotion, Communication, Communication Sciences, Communication Arts, Human Resources, Media and Communication, Media and Communication Systems, Advertising and Public Relations, New Media, New Media and Journalism, Technology and Information Management, and Management Information Systems programs of universities through DGS.

Examination Regulations, Assessment and Grading

Students have to register courses in the beginning of the semesters and attend 70% of courses and 80% of practice courses to go in final examinations. Students go in at least one midterm examination and final examination for every course. 40% of midterm examination and 60% of final examination contribute to successful note. Every examinations evaluate 100 point basis. It is compulsory to get at least 50 point in final examinations. Students who get letter note as AA, BA, BB, CB, CC is successful. DC and DD notes are conditional successful notes. Students who get letter note as DC and DD, have to at least 2,00 CGPA for being successful from the courses.

Graduation Requirements

To successfully complete the program, it is necessary to pass all courses in the program (equivalent to 120 ECTS), obtain a weighted grade point average of at least 2.0 out of 4.00, and successfully complete a 30-day compulsory internship.

Mode of Study

Full-Time

Address and Contact Details

Orhaneli MYO - Çağrı Merkezi Hizmetleri Program Başkanı
Öğr. Gör. Dr. Emel KARADAĞ
ekaradag@uludag.edu.tr
Dahili: 62418
Öğr. Gör. Ercan KOÇOĞLU
ekocoglu@uludag.edu.tr
Dahili: 62432
Öğr. Gör. İsmail ÇAKMAK
ismailcakmak@uludag.edu.tr
Dahili: 62424
Adres: İsmetpaşa Mahallesi Prof. Dr. Mustafa Yurtkuran Caddesi No:24, Orhaneli Meslek Yüksekokulu, PK: 16980, Orhaneli/BURSA
Tel: +90 224 294 26 86
ÇM: +90 850 532 56 96
Fax:+90 224 817 30 31
Orhaneli MYO Mail: orhanelimyo@uludag.edu.tr

Facilities

The Vocational School provides education with 22 classrooms, 3 laboratories, conference hall, library, computer laboratory with internet connection, call center application laboratory, and technologically equipped classrooms. In addition, various seminars are organized where experts and managers from the business world share their knowledge and experiences, and career days are held. Technical trips are organized to see and experience the applications in institutions and organizations on site.

Curriculum