Focused on the obligations that apply identically across the Union, which are the only ones a pan-European operation can standardise.
Um levantamento da oferta formativa disponível em Portugal, em Espanha, no espaço europeu de língua inglesa e no Brasil não identificou uma única acção formativa que cubra o quadro regulatório aplicável ao atendimento. Toda a oferta existente é de competências relacionais ou de gestão de operação.
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-03 | Automated Systems and Transparency Article 50 AI Act applied to voice bots, 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-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. Voice bots, 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.]
Request a training proposal
State the number of participants, the roles they hold and the delivery mode you need.