Setup of Call Centres in India

Call Centres are special positions established by various Organisations/Companies at some convenient place for providing help to their customers/usersTo get access to a Call Cenre of a particular organisation, a customer has to make a single local telephone call though the help/service required may be at a distant far off place

These Call Centres will be permitted on non-exclusive basis. There will neither be any licence fee for Call Centres nor any premium rentals on the leased lines used for setting up the call centres. The call centres can be set up by the Govt. Deptt./Ministries/Public Sector undertakings/Indian Registered Companies

These Call Centres can be of two types: International & Domestic Call Centres, depending on specific requirements. In case of International Call Centres, the PSTN connectivity is permissible only at the foreign end and not at the Indian end. Earth stations are not permitted to be set up at the Indian end, for the purpose of international connectivity in case of International call centres. The domestic Call Centres are permitted to have inbound PSTN traffic with the outgoing barred. On International Pvt. Lease Circuits multiplexers with compression techniques, predictive diallers EPABX, Operator (Agent) Position etc. are permitted. For all purposes, the call centre at India is treated as extension of PSTN from foreign end. However, for International Call Centres, at Indian end, earth stations are not allowed.

No Inter connectivity of the International and domestic Call Centres shall be permitted
However, interconnectivity of two domestic Call Centres of the same organisations is permissible subject to further approval form DoT. The domestic Call Centres, are permitted to be set up, preferably, on a separate infrastructure

For setting up of Call Centres, the intending organisation of Pvt./Govt. will have to register their requirements with the CS Branch of DoT, TCHQ, Sanchar Bhavan, 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 location