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

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

Short Cycle

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

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.

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.

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.

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

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.

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.

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.

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.

Full-Time

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

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.

1. Semester
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
CMYZ011	CALL CENTER MANAGEMENT I	Compulsory	3	0	0	4
CYAZ103	CAREER PLANNING	Compulsory	1	0	0	1
ILTZ011	COMMUNICATION SKILLS	Compulsory	3	0	0	3
ISGZ111	OCCUPATIONAL HEALTH AND SAFETY	Compulsory	3	0	0	3
ISYZ001	GENERAL BUSINESS	Compulsory	3	0	0	5
OSPZ022	INTRODUCTION TO LAW	Compulsory	3	0	0	5
OTPZ011	INFORMATION AND COMMUNICATION TECHNOLOGY	Compulsory	2	0	1	4
34ATA101	ATATURK'S PRINCIPALS AND HISTORY OF REVOLUTIONS I	Compulsory	2	0	0	2
34TUD101	TURKISH LANGUAGE I	Compulsory	2	0	0	2
34YAD101	FOREIGN LANGUAGE I	Compulsory	2	0	0	2
Total						31

2. Semester
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
CATZ012	CALL RECEIVING TECHNIQUES	Compulsory	3	0	0	3
CMYZ012	CALL CENTER MANAGEMENT II	Compulsory	3	0	0	4
ETCZ122	E- COMMERCE	Compulsory	1	2	0	3
PILZ122	PRINCIPLES OF MARKETING	Compulsory	3	0	0	4
YTKZ012	NEW COMMUNICATION TECHNOLOGIES	Compulsory	3	0	0	4
34ATA102	ATATURK'S PRINCIPLES AND HISTORY OF REVOLUTIONS II	Compulsory	2	0	0	2
34TUD102	TURKISH LANGUAGE II	Compulsory	2	0	0	2
34YAD102	FOREIGN LANGUAGE II	Compulsory	2	0	0	2
	Click to choose optional courses.					6
Total						30

3. Semester
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
CLUZ021	CALL CENTER LABORATORY PRACTICES I	Compulsory	3	0	1	5
IKNZ021	PERSUASIVE COMMUNICATION	Compulsory	3	0	0	3
KSTZ231	PERSONAL SELLING TECHNIQUES	Compulsory	3	0	0	3
SIHZ231	VERBAL COMMUNICATION AND ORATORY	Compulsory	3	0	0	3
STJ001	SUMMER PRACTICE-I	Compulsory	0	0	0	4
	Click to choose optional courses.					12
Total						30

4. Semester
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
CLAZ022	CALL CENTER LABORATORY PRACTICES II	Compulsory	3	0	1	5
CODZ022	MEASUREMENT AND EVALUATION TECHNIQUES IN CALL CENTER MANAGEMENT	Compulsory	3	0	0	3
CRMZ022	CUSTOMER RELATIONSHIP MANAGEMENT	Compulsory	3	0	0	3
KILZ242	CORPORATE COMMUNICATIONS	Compulsory	3	0	0	3
STJ002	SUMMER PRACTICE-II	Compulsory	0	0	0	4
	Click to choose optional courses.					12
Total						30

1. Semester Optional Courses
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS

2. Semester Optional Courses
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
BAIS122	INTERPERSONAL COMMUNICATION	Optional	3	0	0	3
BGYS012	INFORMATION SECURITY MANAGEMENT SYSTEMS	Optional	3	0	0	3
CSIS012	CALL CENTER AND SECTOR RELATIONS	Optional	3	0	0	3
DVBS122	BEHAVIORAL SCIENCES	Optional	3	0	0	3
IKYS012	HUMAN RESOURCE MANAGEMENT	Optional	3	0	0	3
TCHS122	COMMERCIAL LAW	Optional	3	0	0	3

3. Semester Optional Courses
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
AYTS021	RESEARCH METHODS AND TECHNIQUES	Optional	1	2	0	3
CMHS021	WORKPLACE TRAINING I	Optional	0	16	0	12
DSTS021	DICTION AND PRESENTATION TECHNIQUES	Optional	1	2	0	3
EITS021	EFFECTIVE COMMUNICATION TECHNIQUES	Optional	1	2	0	3
GRMS021	ENTREPRENEURSHIP	Optional	1	2	0	3
HILS231	PUBLIC RELATIONS	Optional	1	2	0	3
ISGS231	LABOUR AND SOCIAL SECURITY LAW	Optional	1	2	0	3
KSYS231	CRISIS AND STRESS MANAGEMENT	Optional	1	2	0	3
MYDS021	VOCATIONAL FOREIGN LANGUAGE I (ENGLISH)	Optional	1	2	0	3
SATS021	SALES MANAGEMENT	Optional	1	2	0	3
YBSS021	MANAGEMENT INFORMATION SYSTEMS	Optional	1	2	0	3

4. Semester Optional Courses
Course Code	Course Title	Type of Course	T¹	U²	L³	ECTS
CMHS022	WORKPLACE TRAINING II	Optional	0	16	0	12
HIPS242	SERVICE MARKETING	Optional	1	2	0	3
KYSS022	QUALITY MANAGEMENT SYSTEMS	Optional	1	2	0	3
METS022	PROFESSIONAL ETHICS	Optional	1	2	0	3
MOYS242	MEDIA LITERACY	Optional	1	2	0	3
MYDS022	VOCATIONAL FOREIGN LANGUAGE II	Optional	1	2	0	3
ODAS022	ORGANIZATIONAL BEHAVIOUR	Optional	1	2	0	3
SMES022	SOCIAL MEDIA	Optional	1	2	0	3
TDAS242	CONSUMER BEHAVIOR	Optional	1	2	0	3
TZYS022	MEETING AND TIME MANAGEMENT	Optional	1	2	0	3