DoT Guidelines For Setting Up Call Centres

International Call Centres

• Interconnectivity with other network/DTS links at India is not permitted. The PSTN connectivity is permissible only at the foreign end and not at the Indian end.

• Separate earth station is not permitted, since VSNL is providing International Private Leased Circuit (IPLC) link.

• FIPB clearance, foreign equity, NRI involvement, e-commerce activity, and legal connectivity, with foreign end collaborator are to be provided with application.

• Schematic network diagram with full equipment details with specifications, IPLC details, Indian/foreign end locations should be shown and it should be clear in all respect.

• For call centre involved in e-commerce activities, the foreign equity cap is 49 percent and for others there is no restriction (i.e., foreign equity can be 100 percent).

• IPLCs, mutliplexers with compression techniques, predictive dialers, EPABX, operator (Agents) positions, etc. are permitted. For all purposes, call centres in India are treated as extension of PSTN from foreign end.

Domestic Call Centres

• These domestic call centres are permitted to have inbound PSTN traffic with the outgoing banned.

• The domestic call centres can be established on a separate infrastructure. However, the request for operating call centre on the existing private networks will be evaluated in CS branch of DTS and may be permitted, if found in line with the present regulations.

• Interconnectivity of two domestic call centres of the same organization in permissible, subject to further approval from DTS.

• Interconnectivity of the international with domestic call centre is not permitted.

• The party shall declare the indicator numbers of DEL, terminated on leased lines for call
  centre.

• For setting up of call centres, the intending organization of private/Government will have to register their requirements with the CS branch of DTS, TCHQ, Sanchar Bhawan, New Delhi enclosing the detailed schematic showing the complete end termination details, addresses, along with the connectivity to any private or public network if any, at each of the proposed locations.

Source: www.dotindia.com