Türkiye’deki Çağrı Merkezi Hizmetleri Bölümlerinin Müfredat Analizi

Abstract

With globalization and developments in communication technologies, there are newly-arising needs and expectations from the sector of Call Services. In order to meet these expectations, it is vital to analyze the education curriculums and to transfer innovative practices to the sector. Within this framework, the aim of this study is to analyze the curriculums of Departments of Call Center Services in universities located in Turkey by revealing the courses which the universities need to focus on in order to provide the qualified individuals demanded by the sector. 19 universities whose curriculums are obtained among 24 universities in Turkey which have “The Program of Call Center Services” are analyzed to the extent whether they have the identified field courses in their curriculums. “Survey Research” which is a method for both quantitative and qualitative research is used within the framework of the study and the acquired data is analyzed via Statistical Package for the Social Sciences (SPSS). Descriptive statistics methods of frequency (f) and percentage (%) are used in the phase of data evaluation. As a consequence of the acquired results, it is observed that there are inconsistencies in relationships between the curriculums of the programs of call center and sectoral expectations. It can be said, as a result of this observation, that the education level is inadequate in terms of providing qualifications which will meet the sectoral expectations to the students.