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CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY

Yıl 2015, Cilt: 12 Sayı: 1, 275 - 288, 12.06.2015

Ekrem Demir

Öz

The purpose of this paper is to investigate the role of call and support centre in open and distance education. Data was collected from structured interviews with call centre managers in Istanbul University (IU) Open and Distance Education Faculty (ODEF) as well as scanned texts on the websites and articles. It was conducted in the spring term of 2013-2014 academic year, and the directors such as process assistant and the call centre team leader of ODEF were engaged in the questionnaire to define the key duties and key performance indicators they had in managing their call centres, along with how a call centre was structured and functioned. The evaluation of answers of the directors of ODEF and the scanned text and the reports were used as data collection tool. According to results, likewise student affairs, a call centre in education serves as a solution centre which drives to resolve all sorts of matters of the learners. It is considered as a bridge between learners and teachers as well as learners and faculty. It was proved that without a call and support centre, the distant education process will fail.

Anahtar Kelimeler

-

Kaynakça

  • Aksin, Z., Armony, M., & Mehrotra, V. (2007). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16(6), 665-688.
  • Callcentrehelper. (2011). The History of the Call Centre. Retrieved from http://www.callcentrehelper.com/the-history-of-the-call-centre-15085.htm
  • Gilmore, A. (2001). Call centre management: is service quality a priority? Managing Service Quality, 11(3), 153-159.
  • Hedge, SV. (2012). Chapter 2 Call Centers – History, Data and Definitions. Retrieved from http://shodhganga.inflibnet.ac.in/bitstream/10603/5435/7/07_chapter%202.pdf.
  • Holman, D., Bat, R., & Holtgrewe, U. (2007). Report of the Global Call Center Network.
  • Holman, D., Batt, R., & Holtgrewe, U. (2007). The global call center report: International perspectives on management and employment. Retrieved from http://digitalcommons.ilr.cornell.edu/reports/13/
  • Ivrs. (n.d.). Remote Patient Monitoring Using Ivr System. Retrieved from http://www.ivrsdevelopment.com/white_paper_PM.htm
  • Janssen, C. (n.d). Automatic Call Distributor (ACD). Retrieved from http://www.techopedia.com/definition/1166/automatic-call-distributor-acd
  • M.A. Akbaş, Personal communication, July 20, 2014.
  • Maleshefski, T. (2011). The History of Customer Support. Retrieved from http://www.zendesk.com/blog/the-history-of-customer-support
  • Ömer Ocak, Personal communication, July 20, 2014.
  • Richardson, R., Belt, V., & Marshall, N. (2000). Taking calls to Newcastle: the regional implications of the growth in call centres. Regional Studies, 34(4), 357-369.
  • Rostrvm. (n.d). The History of the Call Centre & Rostrvm Solutions. Retrieved from http://www.rostrvm.com/about-rostrvm-solutions/the-history-of-the-call-centre-rostrvm-solutions/
  • Rouse, M. (2005). Private Automatic Branch Exchange (PABX). Retrieved from http://searchnetworking.techtarget.com/definition/private-automatic-branch-exchange.
  • Türker, F. M. (2014). Uzaktan Türkçe Öğretimi. İstanbul: Akademi Titiz Yayınları.

Yıl 2015, Cilt: 12 Sayı: 1, 275 - 288, 12.06.2015

Ekrem Demir

Öz

Kaynakça

  • Aksin, Z., Armony, M., & Mehrotra, V. (2007). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16(6), 665-688.
  • Callcentrehelper. (2011). The History of the Call Centre. Retrieved from http://www.callcentrehelper.com/the-history-of-the-call-centre-15085.htm
  • Gilmore, A. (2001). Call centre management: is service quality a priority? Managing Service Quality, 11(3), 153-159.
  • Hedge, SV. (2012). Chapter 2 Call Centers – History, Data and Definitions. Retrieved from http://shodhganga.inflibnet.ac.in/bitstream/10603/5435/7/07_chapter%202.pdf.
  • Holman, D., Bat, R., & Holtgrewe, U. (2007). Report of the Global Call Center Network.
  • Holman, D., Batt, R., & Holtgrewe, U. (2007). The global call center report: International perspectives on management and employment. Retrieved from http://digitalcommons.ilr.cornell.edu/reports/13/
  • Ivrs. (n.d.). Remote Patient Monitoring Using Ivr System. Retrieved from http://www.ivrsdevelopment.com/white_paper_PM.htm
  • Janssen, C. (n.d). Automatic Call Distributor (ACD). Retrieved from http://www.techopedia.com/definition/1166/automatic-call-distributor-acd
  • M.A. Akbaş, Personal communication, July 20, 2014.
  • Maleshefski, T. (2011). The History of Customer Support. Retrieved from http://www.zendesk.com/blog/the-history-of-customer-support
  • Ömer Ocak, Personal communication, July 20, 2014.
  • Richardson, R., Belt, V., & Marshall, N. (2000). Taking calls to Newcastle: the regional implications of the growth in call centres. Regional Studies, 34(4), 357-369.
  • Rostrvm. (n.d). The History of the Call Centre & Rostrvm Solutions. Retrieved from http://www.rostrvm.com/about-rostrvm-solutions/the-history-of-the-call-centre-rostrvm-solutions/
  • Rouse, M. (2005). Private Automatic Branch Exchange (PABX). Retrieved from http://searchnetworking.techtarget.com/definition/private-automatic-branch-exchange.
  • Türker, F. M. (2014). Uzaktan Türkçe Öğretimi. İstanbul: Akademi Titiz Yayınları.

EĞİTİM-ÖĞRETİMDE ÇAĞRI VE DESTEK MERKEZİ: AÇIK VE UZAKTAN EĞİTİM FAKÜLTESİ

Yıl 2015, Cilt: 12 Sayı: 1, 275 - 288, 12.06.2015

Ekrem Demir

Öz

Bu makalenin amacı, çağrı ve destek merkezinin açık ve uzaktan eğitimdeki rolünü araştırmaktır. İstanbul Üniversitesi (İÜ) Açık ve Uzaktan Eğitim Fakültesi’ndeki (AUZEF) çağrı merkezi yöneticileri ile gerçekleştirilen yapılandırılmış görüşmelerin yanı sıra web siteleri ile dergilerdeki metinler taranarak veri toplanmıştır. Çalışma, 2013-2014 akademik yılının bahar döneminde gerçekleştirilmiş; çağrı merkezinin nasıl oluşturulduğu ve nasıl işlediğinin yanı sıra çağrı merkezini yönetirken göz önünde bulundurulan temel görevler ve temel performans belirteçlerini tanımlamak amacıyla süreç asistanı ve çağrı merkezi takım lideri gibi yöneticiler de ankete dâhil edilmiştir. Veri toplama aracı olarak da AUZEF yöneticilerinin verdiği yanıtların değerlendirmeleri, taranan makale ve raporlar kullanılmıştır. Sonuçlar göstermiştir ki eğitim alanındaki bir çağrı merkezi, tıpkı öğrenci işleri gibi, öğrenenlerin yaşadığı her türlü probleme çözüm bulan bir çözüm merkezi görevini üstlenmektedir. Öğrenciler ile fakülte arasında olduğu kadar öğrenciler ile öğretmenler arasında da köprü vazifesi olarak görülmektedir. Çağrı ve destek merkezi olmaksızın uzaktan eğitim sürecinin başarısızlığa uğrayacağı görülmüştür

Anahtar Kelimeler

Dünyada Çağrı Merkezi Açık ve Uzaktan Öğrenme Çağrı Merkezi Tarihi

Kaynakça

  • Aksin, Z., Armony, M., & Mehrotra, V. (2007). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16(6), 665-688.
  • Callcentrehelper. (2011). The History of the Call Centre. Retrieved from http://www.callcentrehelper.com/the-history-of-the-call-centre-15085.htm
  • Gilmore, A. (2001). Call centre management: is service quality a priority? Managing Service Quality, 11(3), 153-159.
  • Hedge, SV. (2012). Chapter 2 Call Centers – History, Data and Definitions. Retrieved from http://shodhganga.inflibnet.ac.in/bitstream/10603/5435/7/07_chapter%202.pdf.
  • Holman, D., Bat, R., & Holtgrewe, U. (2007). Report of the Global Call Center Network.
  • Holman, D., Batt, R., & Holtgrewe, U. (2007). The global call center report: International perspectives on management and employment. Retrieved from http://digitalcommons.ilr.cornell.edu/reports/13/
  • Ivrs. (n.d.). Remote Patient Monitoring Using Ivr System. Retrieved from http://www.ivrsdevelopment.com/white_paper_PM.htm
  • Janssen, C. (n.d). Automatic Call Distributor (ACD). Retrieved from http://www.techopedia.com/definition/1166/automatic-call-distributor-acd
  • M.A. Akbaş, Personal communication, July 20, 2014.
  • Maleshefski, T. (2011). The History of Customer Support. Retrieved from http://www.zendesk.com/blog/the-history-of-customer-support
  • Ömer Ocak, Personal communication, July 20, 2014.
  • Richardson, R., Belt, V., & Marshall, N. (2000). Taking calls to Newcastle: the regional implications of the growth in call centres. Regional Studies, 34(4), 357-369.
  • Rostrvm. (n.d). The History of the Call Centre & Rostrvm Solutions. Retrieved from http://www.rostrvm.com/about-rostrvm-solutions/the-history-of-the-call-centre-rostrvm-solutions/
  • Rouse, M. (2005). Private Automatic Branch Exchange (PABX). Retrieved from http://searchnetworking.techtarget.com/definition/private-automatic-branch-exchange.
  • Türker, F. M. (2014). Uzaktan Türkçe Öğretimi. İstanbul: Akademi Titiz Yayınları.
Toplam 15 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Ekrem Demir

Yayımlanma Tarihi 12 Haziran 2015
Yayımlandığı Sayı Yıl 2015 Cilt: 12 Sayı: 1

Kaynak Göster

APA Demir, E. (2015). CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY. HAYEF Journal of Education, 12(1), 275-288.
AMA Demir E. CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY. HAYEF Journal of Education. Haziran 2015;12(1):275-288.
Chicago Demir, Ekrem. “CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY”. HAYEF Journal of Education 12, sy. 1 (Haziran 2015): 275-88.
EndNote Demir E (01 Haziran 2015) CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY. HAYEF Journal of Education 12 1 275–288.
IEEE E. Demir, “CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY”, HAYEF Journal of Education, c. 12, sy. 1, ss. 275–288, 2015.
ISNAD Demir, Ekrem. “CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY”. HAYEF Journal of Education 12/1 (Haziran 2015), 275-288.
JAMA Demir E. CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY. HAYEF Journal of Education. 2015;12:275–288.
MLA Demir, Ekrem. “CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY”. HAYEF Journal of Education, c. 12, sy. 1, 2015, ss. 275-88.
Vancouver Demir E. CALL AND SUPPORT CENTRE FOR EDUCATION: OPEN AND DISTANCE EDUCATION FACULTY. HAYEF Journal of Education. 2015;12(1):275-88.
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