For digital marketing teams and for those who manage contact databases.
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-10 | Outbound Compliance for Campaign Teams Lawful bases, proof of consent and the sanctioning asymmetry of outbound | 7 hours | Campaign owners, marketing and compliance teams |
| 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-10 · Outbound Compliance for Campaign Teams
Objectivos
Distinguish the regime applicable to natural persons from that applicable to legal persons
· Apply the four conditions of the existing-customer exception correctly
· Assemble defensible proof of consent and of refusal
· Quantify the real exposure to penalties of the outbound operation
Módulos
1. Article 13 of Directive 2002/58/EC and what national law was left to decide
2. Opt-in and opt-out across the Member States: where each applies
3. The existing-customer exception, condition by condition
4. National opt-out registers: scope and duty to consult
5. Calling hours, identification and closing the call
6. Exposure to penalties and what triggers it
Delivery: In-house and remote · Assessment: Practical exercise on the participants’ own operation
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
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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