<section class="invoice"> <div class="row"> <div class="col-12 text-center" style="font-weight: bold; text-align: center; margin-bottom: 20px; font-size:12pt;"> <p style="font-weight: bold; font-size: 12pt; line-height: 1.5;"> 2025-2026 EĞİTİM-ÖĞRETİM YILI .......................................................................... <br> BÜRO YÖNETIMI ALANI 12. SINIF ÇAĞRI MERKEZI HIZMETLERI DERSİ ÜNİTELENDRİLMİŞ YILLIK PLANI </p> </div> <div class="col-12 table-responsive" style="font-size:9pt;"> <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> 08-12 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;">Uluslararası Temiz Hava 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> 15-19 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;">İlköğretim Haftası, Mevlid-i Nebî Haftası, Öğrenciler Günü, Gaziler 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;"> 3. Hafta: </div> <div> 22-26 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> 29 Eylül- 03 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;">Disleksi Haftası, Dünya Disleksi 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;">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> 06-10 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;">Ahilik Kültürü 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;">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> 13-17 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> 20-24 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> 27-31 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;">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;">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> 03-07 Kasm </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;"> <b>1. Dönem 1. Sınav</b><br> 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;">Kızılay Haftası, Organ Bağışı ve Nakli Haftası, Lösemili Çocuklar 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> 10-14 Kasm </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;">Atatürk Haftası, Afet Eğitimi Hazırlık Günü, Dünya Diyabet 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;">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> 17-21 Kasm </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;">Dünya Felsefe Günü, Dünya Çocuk Hakları 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;">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> 24-28 Kasm </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;">Ağız ve Diş Sağlığı Haftası, Öğretmenler 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;">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> 01-05 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, Dünya Madenciler Günü, Türk Kadınına Seçme ve Seçilme Hakkının Verilişi</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> 08-12 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;">Mevlana Haftası, İnsan Hakları ve Demokrasi 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;"> 15. Hafta: </div> <div> 15-19 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;">Tutum, Yatırım ve Türk Malları 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;"> 16. Hafta: </div> <div> 22-26 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> 29 Aralık- 02 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> 05-09 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;"> <b>1. Dönem 2. Sınav</b><br> 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;">Enerji Tasarrufu 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;">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> 12-16 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;">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> <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> 19-23 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> 26-30 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> 02-06 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;">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;">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> 09-13 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;"> 24. Hafta: </div> <div> 16-20 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;"> 25. Hafta: </div> <div> 23-27 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;">Vergi Haftası, Yeşilay 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;">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> 02-06 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;">5.1.4. 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;">Girişimcilik 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;">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> 09-13 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;">Bilim ve Teknoloji Haftası, İstiklâl Marşı'nın Kabulü ve Mehmet Akif Ersoy'u Anma 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;"> 28. Hafta: </div> <div> 16-20 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;">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;">Tüketiciyi Koruma Haftası, Türk Dünyası ve Toplulukları 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;">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> 23-27 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;">Orman Haftası, Dünya Tiyatrolar 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;"> 30. Hafta: </div> <div> 30 Mart- 03 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;">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;">Kütüphaneler Haftası, Kanser Haftası, Dünya Otizm Farkındalık 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;">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> 06-10 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;">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;"> <b>2. Dönem 1. Sınav</b><br> 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;">Kanser Haftası, Dünya Sağlık Günün/Dünya Sağlık Haftası, Kişisel Verileri Koruma 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;">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> 13-17 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;">Turizm 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;">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> 20-24 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;">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> 27 Nisan- 01 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;">6.2.2. 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;">Kût'ül Amâre Zaferi</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> 04-08 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;">Bilişim Haftası, Trafik ve İlkyardım Haftası, İş Sağlığı ve Güvenliği 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;">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> 11-15 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;">Engelliler Haftası, Vakıflar 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;">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> 18-22 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;">Müzeler Haftası, 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> 25-29 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;">Etik Günü, İstanbul'un Fethi</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> 01-05 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;">3.1.3. 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;"> <b>2. Dönem 2. Sınav</b><br> 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;">Etik Günü, Hayat Boyu Öğrenme 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;">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> 08-12 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;">Etik Günü, Çevre ve İklim Değişikliği 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;">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> 15-19 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;">Etik 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;">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;"> 42. Hafta: </div> <div> 22-26 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;">Etik Günü</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 yayınladıı Çerçeve Öğretim Program 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:11pt; 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; text-align:center;"> <p style="text-align:center;"> ....................................... <br> Ders Öğretmeni</p> </td> <td style="width:25%;border: 1px solid rgb(238, 225, 225); border-collapse: collapse; text-align:center;"> <p style="text-align:center;">...................................... <br> Ders ğretmeni</p> </td> <td style="width:25%;border: 1px solid rgb(238, 225, 225); border-collapse: collapse; text-align:center;"> <p style="text-align:center;">...................................... <br> Ders ğretmeni</p> </td> <td style="width:25%;border: 1px solid rgb(238, 225, 225); border-collapse: collapse; text-align:center;"> <p style="text-align:center;">...................................... <br> Ders ğretmeni</p> </td> </tr> </tbody> </table> </div> <div class="col-12 mudur-imza-container" style="text-align: center; font-size:11pt; margin-top:50px;"> <table width="100%" class="mudur-imza-table" style="border: 1px solid rgb(227, 212, 212); border-collapse: collapse;"> <tbody> <tr> <td style="width:100%; border: 1px solid rgb(238, 225, 225); border-collapse: collapse; text-align: center; vertical-align: middle; padding: 10px;"> <p class="mudur-tarih">..../..../2025 <br> UYGUNDUR</p> <p class="mudur-imza"> ...................................... <br> Okul Müdürü </p> </td> </tr> </tbody> </table> </div> </div> </section>