Faculty of Business and Administration · Commerce & customer contact · Diploma route
Callcentermedewerker
Customer conversations done properly: telephone technique, customer contact, business Dutch and practical skills, with an examination per module.
About this programme
Callcentermedewerker (call centre agent) is a sector-specific MBO 3 diploma route with four examined modules: telephone technique, customer contact, business Dutch and practical skills. You learn to structure a conversation, recognise the question behind the question, handle complaints calmly and record outcomes accurately. You also work on pace, diction and business writing, so that every written follow-up is as polished as the call itself. Each module is examined separately and the certificates together form the MBO 3 diploma in the LOMAS register.
Who is this for?
This programme is intended for:
- Staff in a call centre or customer contact centre
- Newcomers who want to learn professional telephone technique
- Experienced agents who want their skills certified
- Employees aiming to move into customer service or sales
What you will be able to do
- Handle inbound and outbound calls with purpose
- Deal professionally with complaints and difficult conversations
- Register call information correctly and completely
- Follow up in writing in correct business Dutch
Programme content
- 01Telefoneren — telephone handling
- 02Klantcontact — customer contact
- 03Zakelijk Nederlands — business Dutch
- 04Praktijkvaardigheden — practical workplace skills
Entry requirements
Placeholder: entry requirements are confirmed per module with the examination partner. Modules marked (VR) may allow an exemption test based on earlier education or experience.
Important conditions
- (VR) marks modules for which an exemption test may be possible.
- The route name and the module names are the official Dutch qualification titles and are therefore not translated.
For administrative review: Content on this page is sample copy unless confirmed. Check study load, entry requirements, tuition and certification wording with LBU administration before publication.
Luis Brion University reserves the right to change, amend or withdraw the texts on this website, program content, curricula and learning outcomes at any time.