General Description
The Call Center Services programme, which was opened in the academic year of 2017-2018, started education with registered 45 students.
When 120 ETCS credit program is completed and program adequacy is achieved, Call Center Services Associate Degree is gained.
Short Cycle
4
Specific Admission Requirements
The student is determined by OSYM in line with the relevant legislation of YOK.
5
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.
6
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.
7
Profile of The Programme
Our students, who have graduated from our programme with a wide range of employment opportunities, have the opportunity to work in both the private sector and public institutions. Many institutions that recruit personnel with KPSS, employ Call Center Services graduates. Aim of the programme is to train visionary and talented qualified intermediate staff and manager candidates equipped with skills like persuade strongly, highly communication skills, conduct an enterprise, ability to manage time and labor. The largest employment areas of graduate students are mainly call centers because of the characteristic of the programme. In addition, students who graduate from Call Center Services can work in public institutions as well as private sector.
8
Key Learning Outcomes & TYYÇ & TAY Relationship
8.1
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1.
Has a basic level of knowledge in the field of Call Center Services.
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2.
Has the ability to use the information gained in Call Center Services field on the decision, application and behavior.
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3.
Has the ability to analyze, interpret and evaluate the information on the Call Center Services area.
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4.
Expresses the opinions and suggestions in written and verbal manner related to the Call Center Services field.
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5.
Fulfills the duties and responsibilities assigned to him/her.
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6.
Critically evaluates the acquired knowledge and skills.
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7.
Helps colleagues.
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8.
Has at least the European Computer Use License Basic Level knowledge of computer software required by Call Center Services field.
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9.
Acts in accordance with organization, business and social ethical values.
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10.
Takes responsibility as a team member for problems encountered or unpredicted in practice.
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11.
Indicates that the learning requirement has a continuity.
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12.
Knows Atatürk's Principles and Revolutions and protects them.
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13.
Know basic mathematical concepts and use them in problem solving.
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14.
Is open to participate in programs for learning needs.
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15.
Is open to change and innovation.
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16.
Communicates effectively in Turkish verbal and written.
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8.2
TYYÇ - Key Learning Outcomes Relationship
8.3
TYYÇ - TAY Key Learning Outcomes Relationship
9
Occupational Profiles of Graduates With Examples
Students who graduate from the Call Center Services Program can be employed at call centers which on a business in private sector, private banks and finance institutions call centers (tele-sales and tele-marketing services, etc.), public institutions such as municipalities (Alo 178, Alo 185, etc.). Call Center Services Program graduates have possibility to work as operation staff in managerial positions required knowledge and skills like account executive, team leader, supervisor, operation manager.
10
Access to Further Studies
Graduating students who succeed at external transfer exam (DGS) can continue their BA education in related fields of the programme. They can transfer to 4 year departments of Public Relations, Public Relations and Advertising, Public Relations and Communication, 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 Knowledge Management, Management Information Systems.
11
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.
12
Graduation Requirements
To accomplish the program successfully, student should achieve all courses (total 120 ETCS) that must taken by them and is required to have Cumulative Grade Point Average (CGPA) of at least 2.00/4.00, must successfully accomplish compulsory vocational training.
Full-Time
14
Address and Contact Details
Orhaneli MYO - Çağrı Merkezi Hizmetleri Program Başkanı
Öğr.Gör. Ercan KOÇOĞLU
ekocoglu@uludag.edu.tr
Dahili: 62432
Öğr. Gör. Emel KARADAĞ
ekaradag@uludag.edu.tr
Dahili: 62418
Öğr. Gör. İsmail ÇAKMAK
ismailcakmak@uludag.edu.tr
Dahili: 62424
Adres: İsmetpaşa Mahallesi Bademli 3 Sokak No:3 Orhaneli Meslek Yüksekokulu, 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
In our school, there are 12 permanent teaching staff. In the programme, there is 3 permanent lecturer. Apart from that, lecturers at the vocational school or from other schools are given courses for every semester in the programme. There are 22 classrooms and 3 laboratories in the school. Education is executed in classrooms which has technological equipment (internet connection, projection) and conference rooms, library, computer lab and call center application laboratory with internet connection.
| 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.
|
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|
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 |
INTERNSHIP 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 |
| STAJ002 |
SUMMER PRACTICE-II |
Compulsory |
0 |
0 |
0 |
4 |
|
Click to choose optional courses.
|
|
|
|
|
12 |
| Total |
|
30 |
| 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 |
