Two programmes: one on the obligations that apply identically across the Union, one on the function that answers for them.
A survey of the training available in Portugal, Spain and Brazil identified no programme covering the regulatory framework applicable to customer service. What exists is either commercial and behavioural training, or data protection training that does not reach the specific regime. The gap is not a commercial argument; it is a verified finding, and it explains why the obligations set out on these pages are so widely unknown inside the operations they bind.
Training programmes
| Code | Programme | Duration | Audience |
|---|---|---|---|
| FT-09 | EU Contact Centre Compliance National divergence across Member States and the common EU layer | 7 horas | Pan-European operations, legal and compliance teams |
| FT-11 | The Customer Service Compliance Function Mandate, powers, interface with other control functions and content of reporting | 14 hours | Appointees to the role and the executives who establish it |
| FT-03 | Automated Systems and Transparency Article 50 AI Act applied to voicebots, chatbots and speech analytics | 7 hours | Operations, technology and compliance teams |
FT-09 · EU Contact Centre Compliance
Objectivos
Map exposure across the Member States served
· Apply the Spanish extraterritorial clause correctly
· Implement Article 50 AI Act transparency duties
· Distinguish certification from regulatory compliance
Módulos
1. The single harmonised obligation: Article 21 of Directive 2011/83/EU
2. Spain, Portugal and Italy: the three national regimes
3. Telemarketing regimes across the Union
4. Article 50 AI Act and the Commission guidelines
5. Accessibility since June 2025
6. Why certification is not compliance
Delivery: In-house and remote · Assessment: Practical exercise on the participants’ own operation
FT-11 · The Customer Service Compliance Function
Objectivos
Delimit the mandate against the Data Protection Officer and the compliance officer
· Build the obligation-to-evidence matrix for the operation
· Structure periodic reporting to the board
· Lead the response to a request from an authority
Módulos
1. The six regulatory layers applicable to customer service
2. The supervisory bodies with competence and what each of them checks
3. The mandate: content, powers and limits
4. The obligation-to-evidence matrix as a working instrument
5. The compliance file: assembly and maintenance
6. Responding to authorities and to client audits
7. Practical exercise on the participants’ own operation
Delivery: In-house and remote · Assessment: Practical exercise on the participants’ own operation
FT-03 · Automated Systems and Transparency
Objectivos
Classify each automated system in use under the Artificial Intelligence Act
· Draft disclosure and hand-over scripts that satisfy the transparency duty
· Identify prohibited practices, in particular emotion recognition applied to agents
· Document the conformity assessment so that it can be produced on request
Módulos
1. What article 50 requires, and of whom
2. Voicebots, chatbots and virtual assistants: classification in practice
3. Synthetic voice and the marking of generated content
4. Article 5 and the prohibition of emotion recognition in the workplace
5. Speech analytics: what remains lawful
6. Dates, grace periods and evidence to retain
Delivery: In-house and remote · Assessment: Practical exercise on the participants’ own operation
Modes of delivery
In-house
Delivered at the client’s premises or at a location of their choosing, with exercises built on their own operation.
Remote
Synchronous sessions on a platform, with dedicated materials and exercises. Suited to dispersed teams and to organisations outside the main urban centres.
Open enrolment
Groups with participants from several organisations. [Subject to a viable group; calendar to be set.]
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State the number of participants, the roles they hold and the delivery mode you need.