<section class="invoice"> <div class="row"> <div class="col-12 text-center" style="text-align: center; margin-bottom: 20px;"> <p style="font-weight: bold; font-size: 14pt; line-height: 1.5;"> 2024-2025 EĞİTİM-ÖĞRETİM YILI .......................................................................... <br> BÜRO YÖNETIMI ALANI 12. SINIF ÇAĞRI MERKEZI HIZMETLERI DERSİ ÜNİTELENDİRİLMİŞ YILLIK PLANI </p> </div> <div class="col-12 table-responsive" style="font-size:10pt;"> <table width="100%" style="border:none;margin-bottom:20px;border-collapse: collapse;"> <thead> <tr> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:5%;">Ay</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:8%;">Hafta</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:5%;">Saat</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:12%;">Ünite</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:12%;">Konu</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:15%;">Kazanım</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:15%;">Kazanım Açıklaması</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:8%;">Etkinlik</th> </tr> </thead> <tbody> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EYLÜL</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 1. Hafta: </div> <div> 09-13 Eylül </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ÖĞRENME BİRİMİ: ÇAĞRI MERKEZİ KAVRAMI VE TARİHSEL GELİŞİMİ 1.1. ÇAĞRI MERKEZİ TANIMI VE TÜRLERİ 1.1.1. Çağrı Merkezi Kavramı 1.1.2. Çağrı Merkezlerinin Önemi ve Faydaları </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi türlerini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> 15 Temmuz Demokrasi ve Millî Birlik Günü</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EYLÜL</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 2. Hafta: </div> <div> 16-20 Eylül </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1.1.3. Çağrı Merkezlerinin Amaçları 1.1.4. Çağrı Merkezi Türleri </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi türlerini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Gaziler Günü (19 Eylül), İlköğretim Haftası</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EYLÜL</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 3. Hafta: </div> <div> 23-27 Eylül </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1.1.5. Çağrı Merkezi Kurulumu Ana Bileşenleri </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi türlerini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EYLÜL</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 4. Hafta: </div> <div> 30 Eylül- 04 Ekim </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1.2. ÇAĞRI MERKEZİ HİZMETLERİ 1.2.1. Müşteri Hizmetleri 1.2.2. Şikâyet Yönetimi </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi hizmetlerini listeler ve açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Hayvanları Koruma Günü (4 Ekim)</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EKIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 5. Hafta: </div> <div> 07-11 Ekim </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1.2.3. Teknik Destek 1.2.4. Kampanya Yönetimi, Tele Pazarlama ve Tele Satış 1.2.5. Borç Hatırlatma ve Tahsilât </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi hizmetlerini listeler ve açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EKIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 6. Hafta: </div> <div> 14-18 Ekim </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1.2.6. Müşteriyi Elde Tutma, İkna Etme ve Geri Kazanım 1.2.7. Analitik Hizmetler </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi hizmetlerini listeler ve açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EKIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 7. Hafta: </div> <div> 21-25 Ekim </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1.3. ÇAĞRI MERKEZİ GELİŞİM SÜRECİ 1.3.1. Dünyadaki Çağrı Merkezlerinin Gelişim Süreci 1.3.2. Türkiye’deki Çağrı Merkezlerinin Gelişim Süreci </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi gelişim sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">EKIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 8. Hafta: </div> <div> 28 Ekim- 01 Kasım </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ÖĞRENME BİRİMİ: ÇAĞRI MERKEZİ TERMİNOLOJİSİ 2.1. ÇAĞRI MERKEZİNE ÖZGÜ KULLANILAN KAVRAMLAR 2.1.1. Çağrı Merkezinin İşleyişine Yönelik Kavramlar 1.Dönem 1.Sınav </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezine özgü kullanılan kavramları açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">29 Ekim Cumhuriyet Bayramı</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">KASIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 9. Hafta: </div> <div> 04-08 Kasım </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2.1.1. Çağrı Merkezinin İşleyişine Yönelik Kavramlar </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezine özgü kullanılan kavramları açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Atatürk Haftası</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">KASIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 10. Hafta: </div> <div> 11-15 Kasım </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1. Dönem Ara Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1. Dönem Ara Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">1. Dönem Ara Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">KASIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 11. Hafta: </div> <div> 18-22 Kasım </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2.1.1. Çağrı Merkezinin İşleyişine Yönelik Kavramlar </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezine özgü kullanılan kavramları açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">KASIM</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 12. Hafta: </div> <div> 25-29 Kasım </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2.2. MÜŞTERİ İLİŞKİLERİ YÖNETİMİNE (MİY) YÖNELİK GENEL TERİMLER 2.2.1. Müşteri İlişkileri Yönetimi ve Çağrı Merkezi İlişkisi </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Müşteri ilişkileri yönetimine yönelik genel terimleri açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Öğretmenler Günü (24 Kasım)</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ARALIK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 13. Hafta: </div> <div> 02-06 Aralık </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2.2.2. Çağrı Merkezinde Müşteri İlişkilerine Yönelik Kullanılan Kavramlar </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Müşteri ilişkileri yönetimine yönelik genel terimleri açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Dünya Engelliler Günü (3 Aralık)</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ARALIK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 14. Hafta: </div> <div> 09-13 Aralık </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ÖĞRENME BİRİMİ: ÇAĞRI MERKEZİNDE İŞE ALIM VE İNSAN KAYNAKLARI 4.1. ÇAĞRI MERKEZİ İNSAN KAYNAKLARI SEÇİM SÜRECİ 4.1.1. Çağrı Merkezinde İnsan Kaynakları </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">İşletmelerde insan kaynakları temin ve seçimi açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ARALIK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 15. Hafta: </div> <div> 16-20 Aralık </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">4.1.2. Çağrı Merkezinde İnsan Kaynakları Yönetiminin Amaçları 4.1.3. Çağrı Merkezinde İnsan Kaynakları Yönetiminin İşlevleri </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">İşletmelerde insan kaynakları temin ve seçimi açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ARALIK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 16. Hafta: </div> <div> 23-27 Aralık </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">4.1.4. Çağrı Merkezinde İnsan Kaynakları Yönetimini Etkileyen İç ve Dış Kaynaklar </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">İşletmelerde insan kaynakları temin ve seçimi açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Mehmet Akif Ersoy’u Anma Haftası</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ARALIK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 17. Hafta: </div> <div> 30 Aralık- 03 Ocak </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">4.2. ÇAĞRI MERKEZİ ÇALIŞANLARI SEÇİM SÜRECİ 4.2.1. Çağrı Merkezinde Personel Seçimi 1.Dönem 2.Sınav </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde insan kaynakları seçim sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">OCAK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 18. Hafta: </div> <div> 06-10 Ocak </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">4.2.2. İşe Alma Aşamaları 4.2.2.1. İlan Yayımlama 4.2.2.2. Başvuru Alma ve Değerlendirme </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde insan kaynakları seçim sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">OCAK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 19. Hafta: </div> <div> 13-17 Ocak </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">4.2.2.3. Referansların Kontrolü 4.2.2.4. İş Teklifi </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde insan kaynakları seçim sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">OCAK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 20. Hafta: </div> <div> 20-24 Ocak </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Yarıyıl Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Yarıyıl Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Yarıyıl Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">OCAK</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 21. Hafta: </div> <div> 27-31 Ocak </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Yarıyıl Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Yarıyıl Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Yarıyıl Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ŞUBAT</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 22. Hafta: </div> <div> 03-07 Şubat </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ÖĞRENME BİRİMİ: ÇAĞRI MERKEZİNDE İŞBAŞI EĞİTİMLERİ VE ÇAĞRI SÜRECİ 5.1. ÇAĞRI MERKEZİNDE İŞE BAŞLAMA EĞİTİM SÜRECİ 5.1.1. Çağrı Merkezi Oryantasyon Süreci </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde işe başlama eğitimlerini listeler. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ŞUBAT</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 23. Hafta: </div> <div> 10-14 Şubat </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">5.1.2. Çağrı Merkezinde Eğitim </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde işe başlama eğitimlerini listeler. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ŞUBAT</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 24. Hafta: </div> <div> 17-21 Şubat </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">5.1.3. Çağrı Merkezinde Eğitim Süreci </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde işe başlama eğitimlerini listeler. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ŞUBAT</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 25. Hafta: </div> <div> 24-28 Şubat </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">5.1.4. Çağrı Merkezinde Eğitim Yöntemleri </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezinde işe başlama eğitimlerini listeler. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MART</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 26. Hafta: </div> <div> 03-07 Mart </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">5.2. ÇAĞRI MERKEZİ ÇAĞRI AKIŞ SÜRECİ 5.2.1. Çağrı Merkezinde Teknoloji Yönetimi </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi çağrı akış sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MART</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 27. Hafta: </div> <div> 10-14 Mart </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">5.2.3. Çağrı Merkezinde Kullanılan Teknolojiler </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi çağrı akış sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">İstiklâl Marşı'nın Kabulü be Mehmet Akif Ersoy'u Anma Günü (12 Mart)</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MART</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 28. Hafta: </div> <div> 17-21 Mart </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">5.2.4. Çağrı Merkezinde Performans Yönetimi 2.Dönem 1.Sınav </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi çağrı akış sürecini açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">18 Mart Çanakkale Zaferi, Şehitler Günü</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MART</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 29. Hafta: </div> <div> 24-28 Mart </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ÖĞRENME BİRİMİ: ÇAĞRI MERKEZİNDE MÜŞTERİ HİZMETLERİ VE MÜŞTERİ TEMSİLCİLERİ 6.1. ÇAĞRI MERKEZİ MÜŞTERİ HİZMETLERİNDE UZMANLIK 6.1.1. Müşteri İlişkileri Yönetiminin Unsurları </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi müşteri hizmetlerinde uzmanlık konusunu açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Dünya Tiyatrolar Günü (27 Mart)</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MART</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 30. Hafta: </div> <div> 31 Mart- 04 Nisan </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2. Dönem Ara Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2. Dönem Ara Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">2. Dönem Ara Tatili</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">NISAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 31. Hafta: </div> <div> 07-11 Nisan </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">6.1.2. Müşteri İlişkilerinde Yönetim Süreci </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi müşteri hizmetlerinde uzmanlık konusunu açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">NISAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 32. Hafta: </div> <div> 14-18 Nisan </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">6.2. MÜŞTERİLER VE ETKİLİ İLETİŞİM SÜRECİ 6.2.1. Müşteri Beklentileri </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Müşteri beklentileri ve müşteri temsilcileri konularını açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">NISAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 33. Hafta: </div> <div> 21-25 Nisan </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">6.2.2. Müşteri Profilleri 6.2.3. Müşteri Davranış Tarzları </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Müşteri beklentileri ve müşteri temsilcileri konularını açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">23 Nisan Ulusal Egemenlik ve Çocuk Bayramı</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">NISAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 34. Hafta: </div> <div> 28 Nisan- 02 Mayıs </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">6.2.4. Telefonda İletişim Becerileri </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Müşteri beklentileri ve müşteri temsilcileri konularını açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Kût'ül Amâre Zaferi (29 Nisan), 1 Mayıs Emek ve Dayanışma Günü</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MAYIS</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 35. Hafta: </div> <div> 05-09 Mayıs </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">6.2.5. Şikâyet Yönetimi </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Müşteri beklentileri ve müşteri temsilcileri konularını açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MAYIS</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 36. Hafta: </div> <div> 12-16 Mayıs </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">ÖĞRENME BİRİMİ: ÇAĞRI MERKEZİ ULUSAL MESLEK STANDARTLARI 3.1. ULUSAL MESLEK STANDARTLARI VE ÇAĞRI MERKEZİ MÜŞTERİ TEMSİLCİSİ MESLEK STANDARDI 3.1.1. Ulusal Meslek Standartlarının Yararları </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Ulusal meslek standartları ve çağrı merkezi müşteri standartlarını sıralar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MAYIS</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 37. Hafta: </div> <div> 19-23 Mayıs </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3.1.2. Ulusal Meslek Standartlarının Hazırlanma Süreci </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Ulusal meslek standartları ve çağrı merkezi müşteri standartlarını sıralar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">19 Mayıs Atatürk'ü Anma ve Gençlik ve Spor Bayramı</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">MAYIS</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 38. Hafta: </div> <div> 26-30 Mayıs </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3.1.3. Müşteri Temsilcisi Bilgi ve Becerileri,Tutum ve Davranışları ile Yeterlilik Çerçevesi Referans Seviyesi </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Ulusal meslek standartları ve çağrı merkezi müşteri standartlarını sıralar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">İstanbul'un Fethi (29 Mayıs)</td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">HAZIRAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 39. Hafta: </div> <div> 02-06 Haziran </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3.2. ÇAĞRI MERKEZİ TAKIM LİDERİ ULUSAL MESLEK STANDARDI 3.2.1. Çağrı Merkezi Müşteri Temsilcisi Ulusal Meslek Standardı 2.Dönem 2.Sınav </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi takım lideri ulusal meslek standardı açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">HAZIRAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 40. Hafta: </div> <div> 09-13 Haziran </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3.2.2. Takım Lideri Ulusal Meslek Standardı </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Çağrı merkezi takım lideri ulusal meslek standardı açıklar. </td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> <tr> <td style="text-align: center; vertical-align:top;writing-mode: vertical-rl;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">HAZIRAN</td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <div style="margin-bottom: 5px;"> 41. Hafta: </div> <div> 16-20 Haziran </div> </td> <td style="text-align: center; vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">3</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Etkinlik Haftası</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Etkinlik Haftası</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Etkinlik Haftası</td> <td style="vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"></td> </tr> </tbody> </table> </div> <div class="col-12 table-responsive" style="font-size:10pt;"> <table width="100%" style="border:none;margin-bottom:20px;border-collapse: collapse;"> <thead> <tr> <th colspan="2" style="text-align:center; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Temrin Listesi</th> </tr> <tr> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;width:20%;">Ünite</th> <th style="text-align:left; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Temrin</th> </tr> </thead> <tbody> </tbody> </table> </div> <div class="col-12 table-responsive" style="font-size:10pt;"> <table width="100%" style="border:none;margin-bottom:20px;border-collapse: collapse;"> <thead> <tr> <th colspan="2" style="text-align:center; vertical-align:top;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;">Derse Ait Diğer Bilgiler</th> </tr> </thead> <tbody> <tr> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;" class="font-weight-bold">Eğitim-Öğretim Ortam ve Donanımı</td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> Etkileşimli tahta/projeksiyon, bilgisayar, telefon santrali, işitsel materyaller </td> </tr> <tr> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;" class="font-weight-bold">Ölçme ve Değerlendirme</td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> </td> </tr> <tr> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;" class="font-weight-bold">Plan Hakkında</td> <td style="vertical-align:middle;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <ul class="pl-3 mb-0"> <li>Bu plan Talim Terbiye Kurulunun yayınladığı Çerçeve Öğretim Programı ve Ders Bilgi Formlarına göre hazırlanmıştır.</li> <li>Atatürkçülük konuları ile ilgili olarak Talim ve Terbiye Kurulu Başkanlığının 2104 ve 2488 sayılı Tebliğler Dergisinden yararlanılmıştır.</li> </ul> </td> </tr> </tbody> </table> </div> <div class="col-12" style="text-align: center; font-size:10pt; margin-top:50px!important;"> <table width="100%" style="border: 1px solid rgb(227, 212, 212);border-collapse: collapse;"> <tbody> <tr> <td style="width:25%;border: 1px solid rgb(238, 225, 225);border-collapse: collapse;"> <p> ....................................... <br> Ders Öğretmeni</p> </td> <td style="width:25%;border: 1px solid rgb(238, 225, 225); border-collapse: collapse;"> <p>...................................... <br> Ders Öğretmeni</p> </td> <td style="width:25%;border: 1px solid rgb(238, 225, 225); border-collapse: collapse;"> <p>...................................... <br> Ders Öğretmeni</p> </td> <td style="width:25%;border: 1px solid rgb(238, 225, 225); border-collapse: collapse;"> <p>...................................... <br> Ders Öğretmeni</p> </td> </tr> </tbody> </table> </div> <div class="col-12 text-center mt-5" style="text-align: center; font-size:11pt; margin-top:50px;"> <p>..../..../2025 <br> UYGUNDUR</p> <p>...................................... <br> Okul Müdürü </p> </div> </div> </section>