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Call Center Services
Qualification Awarded

Students are awarded with a Short Cycle Degree in Call Center Services upon successful completion of all the requirements in the curriculum and fulfilling all other requirements for graduation

Level of Qualification

Short Cycle Degree


Graduated students have gained the necessary experience call center industry, the ability to persuade powerful, communication skills and high work as skilled labor.

Specific Admission Requirements

Students' admission to higher education is based on a nation-wide Transition to Higher Education Exam (YGS). The examination is held once a year and is administered by the Student Selection and Placement Center (OSYM). Candidates gain access to institutions of higher education based on their composite scores consisting of the scores on the selection examination and their high school grade point averages. Technical High School graduates can register without an exam by the law 4702.

Specific Arrangements for Recognition of Prior Learning

The students of our University have the right to request the recognition of their prior learning at different universities. For the recognition of their prior learning, they should submit their transcript and course contents to the relevant department in the first semester of their registration year.

Qualification Requirements and Regulations

The requirements for getting Second Cycle Degree are to complete 120 ECTS credit hours as divided below and to fulfill all other requirements
a.(110) ECTS Credit hours covering (30) compulsory courses as detailed in the curriculum.

b.(10) ECTS Credit hours covering (4) elective courses as detailed in the curriculum. 
c.Maximum study period to receive Short Cycle Degree is 4 years.


Profile of The Programme

The purpose of the program in Turkey to contribute to the development of the rapidly growing call center sector, activity, and to expand the domain, have gained the necessary experience, ability to persuade powerful, communication skills and high, to train skilled labor.

 Call Center Services Program is a program that serves first in teaching, has a quota of 60 students.

Mainly due to the nature of students graduating from the program as the largest call centers, employment areas. In addition, students will graduate from this program, work in public institutions.

Program Learning Outcomes
After successful completion of this program, the students will be able to;
 1-  Call Center Services have information about professional knowledge at basic level.
 2-  Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services.
 3-  Analyzing the information in the field of Call Center Services, has the ability to interpret and evaluate.
 4-  Call Center Services related to the field at the level of acquired knowledge and skills transfers in written and oral opinions and proposals relevant.
 5-  They use effective written, verbal, non-verbal and electronic communication.
 6-  Call Center Services in the field of information and communication technologies are used.
 7-  That may be have a knowledge of foreign language at a sufficient level.
Occupational Profiles of Graduates

Occupational profiles of graduates includes the following features: Technological innovations of grasping the concept of changing business and management, call center services needed by its employees aware of the expectations in this environment, which can meet the expectations of those qualifications, who have direct responsibility for taking orders, use the necessary initiative in place and time, dominated by office technology, the professional elements of effective communication skills.

Access to Further Studies

After completing the short cycle degree programme, students can continue their undergraduate programs of universities with DGS exam.

Examination Regulations, Assesment and Grading

In the evaluation of course grading, depending on the type of the course, oral exams, homeworks, projects or laboratory works are taken into consideration. As for the assesment of the examinations; one midterm exam and/or other studies which take the place of mid-term exam has the contribution of 40% and the contribution of the final exam to the course grade is 60%. The research projects in the students'own fields are conducted by the teaching staff for the students' own development. A make-up exam is given to students with certified excuses accepted by the relevant executive board within one day after the final examinations are over.

Graduation Requirements

The requirements to graduate from Call Center Services Department are based on the following conditions:
* To be successful from all the courses required for graduation within the time period defined in the related regulation and to finish the study programme with the GPA of at least 2.00

Mode of Study
Full - Time
ECTS Coordinator

Lecturer Hasret ÖZTÜRK


Mehmet Akif Ersoy University Vocational School of Higher Education Call Center Services Programme 15100 Burdur-Turkey
Tel:+90 248 2134545/4567
Fax:+90 248 2345604

Course & Program Outcomes Matrix
Course Unit Title P1 P2 P3 P4 P5 P6 P7
Analysis Of Case
Advertising Management
Atatürk`s Principles And History Of Tukish
Basic Law
Basic Sales Techiques For Call Centers
Call Center Management
Computer Technologies I
Computer Technologies II
Costomer Relation Ship Management
Crisis And Stress Management
Effective And Good Speaking
Effective Team Of Call Center Performance Management
Entepreneurship 1 4 4 2 5 3
Foreign Language I(English)
Foreign Language II (English)
General Business
General Mathematics
Guided Work
Industrial Psychology
Marketing Principles
Persuasion and persuasion psychology 5 5 4 4 3 3 1
Professional Foreing Language
Service Marketing
Turkish Language
Use of Technologi
Work Place Practıce
Work Place Practice
Evaluation Questionnaires
 1. Stating the content and objectives at the beginning of the course
 2. Supplementing the course with current issues
 3. The clarity of the exam questions and their appropriateness to the course
 4. The contribution of the course to your knowledge and skills
 5. Access to the course sources
 6. The relativeness of the course compared to the other courses in the department
 7. The selection of the sources according to the objectives of the course
 8. The contribution of the assignments to the course
 THE EVALUATION OF THE INSTRUCTOR Very Good Good Average Poor Very Poor No Idea
 1. The way the instructor handles the course
 2. The instructor's competence in answering the questions in the class
 3. The instructor's encouragement to take part in the class by allowing different ideas and comments
 4. The instructor's preparation for the class
 5. The efficient use of class time
 6. The instructor's in-class management
 7. The instructor's objective evaluation of the exams and assignments
 8. The instructor's punctual and regular attendance
 9. The instructor's rapport with the students
 10. The availability of the instructor’s time except for the class time and the sufficiency of the time s/he allocates to you
Graduates who successfully complete this program;
 1. have high level information and skills supported by the course books that include the most recent information, application equipment and other scientific sources related to education technologies, teaching profession, general information and basic sciences; use these informations and skills in daily life and in jobs,
 2. examine and evaluate concepts about education technology and teaching profession, ideas and data with scientific methods; diagnose, analyze and discuss complicated problems and subjects; develop suggestions based on scientific discoveries and evidences,
 3. inform the audiences who are not expert and do not have information about education technology and teaching profession; express related ideas about these problems and solutions with written and oral,
 4. have learning to learn, self control, critical thinking, creative thinking skills and perform independent studies related to study field,
 5. get responsibilities and try to produce solutions when faced with unexpected and complicated cases in applications of education technologies and teaching professions,
 6. know students’ interests, wishes and needs; know social, cultural and economic properties of families and environment; plan, apply and manage learning and teaching process suitable for these properties; get students active participation in learning process,
 7. know information about education technologies and teaching professions and comprehend adequately; have information about foreign language in level of communicating with professional colleagues,
 8. have information about computer software and hardware in level of teaching computer and information and communication technologies courses and supporting other teachers; use information and communication technologies,
 9. consider social, scientific and ethic values in levels of gathering data, analyzing, interpreting, announcing when doing teaching professions or working in private sector, being researcher or source of data,
 10. continuously try to develop with doing self assessment; be on new information and ideas ; play affective role in developing of themselves and their intuition; know and behave according to the laws about their job, main values and principles, know the rights about job security and social security; have conscious about protecting social values and environment,
 11. evaluate students’ improvement and learning, get students to evaluate themselves and other students; use the results of evaluation for better instruction; share the results with student, family, managers and teachers.

 1. Your percentage of attendance
 2. Did you do any preparations for this course? (except some activites like quiz, homework, labs,mid-term exams, final exams)


a. If yes, preparation time per week (hour)

 3. Did you do any assignments as a part of this course?


a. If yes, number of the assignments done

b. Average time spent in preparing the assignment (hour)

 4. Did you prepare any presentations or seminars as a part of this course?


a. If yes, number of the presentation/seminar done

b. Average time spent in preparing each presentation/seminar (hour)

 5. Did you take a midterm exam in this course?


a. If yes,number of the mid-term exams you done

b. The average time you spent on preparing for each mid-term exam (hour)

 6. Did you make any projects as a part of this course?


a. If yes, number of the projects done

b. The average time you spent on doing each project (hour)

 7. Did you attend any laboratory work as a part of this course?


a.If yes, number of the laboratory works you attended

b.The average time you spent on each work (hour)

 8. Did you attend any field surveys as a part of this course?


a. If yes, number of field surveys you attended

b. If yes, the average time you spent on each survey (hour)

 9. Did you take the final exam of this course?


a. If yes, the average time you spent on the final exam (hour)


  1st  Year (Fall Semester)
 Course Code Course Title Type of Course N.C.* ECTS
  17111 Marketing Principles Required 4 5
  17107 Use of Technologi Required 2 4
  17109 General Mathematics Required 4 4
  17103 Basic Law Required 2 3
  17180 Foreign Language I(English) Required 2 2
  17105 Computer Technologies I Required 2 3
  17101 Communication Required 2 3
  17117 Persuasion and persuasion psychology Elective 2 3
  17119 General Business Elective 2 3
    Total 22 30

  1st  Year (Spring Semester)
 Course Code Course Title Type of Course N.C.* ECTS
  17108 Service Marketing Required 2 3
  17114 Crisis And Stress Management Required 2 3
  17112 Industrial Psychology Required 2 3
  17106 Costomer Relation Ship Management Required 4 5
  17280 Foreign Language II (English) Required 2 2
  17104 Effective And Good Speaking Required 4 6
  17102 Computer Technologies II Required 2 3
  17110 Statistics Required 3 5
    Total 21 30
    Annual Total : 43 60

  2nd  Year (Fall Semester)
 Course Code Course Title Type of Course N.C.* ECTS
  17205 Effective Team Of Call Center Performance Management Required 3 4
  17203 Call Center Management Required 4 5
  17201 Advertising Management Required 4 5
  17207 Basic Sales Techiques For Call Centers Required 3 4
  17221 Professional Foreing Language Elective 2 3
  17211 Guided Work Elective 2 3
  17211 Analysis Of Case Elective 2 3
  17213 Entepreneurship Elective 2 3
    Total 22 30

  2nd  Year (Spring Semester)
 Course Code Course Title Type of Course N.C.* ECTS
  17204 Work Place Practice Required 7 12
  17160 Atatürk`s Principles And History Of Tukish Required 4 4
  17202 Work Place Practıce Required 10 10
  17170 Turkish Language Required 4 4
    Total 25 30
    Annual Total : 47 60

* N.C.: National Credit

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