Strategies for entering the BPO sector in India

Setting Up call center in India

For applications like tele-banking, tele-medicine, tele-education, tele-
trading, e-commerce, other service providers will be allowed to operate by
using infrastructure provided by various access providers. No licence fee
will be charged but registration for specifc services being ofered will be
required. hese service providers will not infringe on the !urisdiction of
other access providers and they will not provide switched telephony.
1. Call centers
". #uidelines for setting up the $all $enters
% he $all $enters are permitted to &ndian registered companies on non-
e'clusive basis.
( he $all centers are registered under the under the )ther *ervice
+rovider ,)*+- category as defned in N+.//.
0 he validity of this permission is up to (1 years from the date of issue
of this letter.
2 %113 F4& is permitted in $all centers.
5 he call centers has to ensure that no change in the &ndian or Foreign
promoters 6 partners or their equity participation is made without prior
approval of competent authority or as per prevailing regulations.
7 he $all centers can take the resources from any authori8ed service
provider i.e. &+9$ from the authori8ed &nternational 9ong 4istance
operators and local leased line from any authori8ed *ervice providers.
: he *ervice providers will e'amine the network diagram and grant
resources to the )*+ as per the terms and condition of this approval and
the prevailing guidelines ; policy for the service from where the resources
are being taken. <oth the *ervice provider and the )*+ will be responsible
for any violation in the use of the resources.
= he domestic call centers are permitted to be set up, on a separate
infrastructure. >owever, the request of the domestic call centre to run on
the e'isting private networks will be evaluated on case to case basis.
/ &nterconnectivity of two domestic call centers of the same organi8ations
is permissible sub!ect to further approval from 4o.
%1 &nterconnectivity of the international with domestic call centre is not
permitted.
%% &nterconnection of $all $enters of the same group of company is
permissible for redundancy, back up and load balancing sub!ect to the
prior written approval from the 4o
%( &n the &nternational $all centers, no +*N connectivity is permitted at
the &ndian end. <oth inbound and outbound calls are permitted from the
&nternational call centers.
%0 &nternet and &+9$ connectivity is permitted on the same 9"N at the
&ndian end of the &nternational $all $enter with the condition that no
voice6data tra?c shall be permitted from &*+ to other destinations via &+9$
of the call center.
%2 &nternet connectivity is also permitted to 4omestic call centers.
%5 &n case the company proposes to increase the bandwidth for the
approved &+9$, the company can directly approach the authori8ed &94 for
the same and intimate the same within %5 days to 4o. >owever, in case
the company proposes to change the +)+ or add another +)+, the
company shall approach 4o for approval.
%7 he &nternational call centers are permitted to interconnect with the
@>ot sitesA, for the purpose of back up and working during disaster at the
&nternational call centre location, provided that &nternational $all $entre
operators provides the followingB -
,a- " dedicated server6router at the hot site pertaining to the
&nternational $all $entre.
,b- 9ocal lease lines from the &nternational $all $entre to the respective
server dedicated for this &nternational $all $entre at the hot site.
,c- he local leased line from the hot site to the &+9$ provider.
>ot sites can be used by the &nternational $all $entre connected to it,
only at the time of the disaster, by requesting the &+9$ provider to switch
its &+9$ towards hot sites and informing the same to the 4o.
%: &nternational $all $entre of the same #roup of $ompany are permitted
to cross map the seats for use during disaster. 4uring normal days,
original &nternational $all $entre will use all seats but in case of disaster,
cross-mapped seats will be vacated for use of the other &nternational $all
$entre and the same will be informed to the 4o.
<. 4ocuments required for submitting the applicationB -
he application can be submitted on the letter-head of the applicant
company. Following documents are required along with the applicationB-
International Call Center
a- 4emand 4raft of Cs %1116- drawn in the name of @+ay ; "ccounts
)?cer ,>D-, 4oA, toward the processing fees
b- "ddress of the locations of the &ndian end and foreign end where the
&+9$ would terminate
c- <andwidth of the &+9$
d- Number of seats in the $all center
e- Eemorandum of "rticle of "ssociation of the $ompany
f- *chematic diagram of the $all center layout with equipment details
g- Name of the foreign clients , in case the company has not tied up with
any foreign client this can be given before the start of the service-

Domestic Call Center
a- 4emand 4raft of Cs %1116- drawn in the name of @+ay ; "ccounts
)?cer ,>D-, 4oA, toward the processing fees.
b- "ddress of all locations connected with leased lines or where incoming
only +*N lines are terminating.
c- <andwidth of the leased lines.
d- Number of seats in the $all center.
e- Eemorandum of "rticle of "ssociation of the $ompany
f- *chematic diagram of the $all center layout with equipment details
g- Name of the clients , in case the company has not tied up with any
client this can be given before the start of the service-
he application is to be submitted to the
"ssistant 4irector #eneral ,)*+-,
)*+ $ell,
4epartment of elecommunications,
%(th Floor, *anchar <havan,
(1 "shoka Coad ,
New 4elhi-%%1 11%.
elephone No. F/%-%%-(0:%15/7 F/%-%%-(0:%15/7
*ource B #overnment of &ndia B &nvest &ndia elecom
Primary Functions of Call Centers
The primary functions of a call center can be classified into one of six categories:
1. Customer Service. The function of a customer service center is to provide assistance regarding a
companys or organizations products or services.
2. Telesales. The function of a sales center is primarily to generate revenue through the sale of the
companys goods and services through inbound calls, outbound calls or both.
3. Technical Support. The function of these centers is to provide assistance in using a customers
products.
. Dispatch. The function of a dispatch center is to ta!e an inbound call and in turn engage a resource
to address the problem or customer need.
". Collections. The function of these centers to contact customers #ith the primary purpose of
collecting money or funds.
$. %esearch. The function of a research center is not to sell or support a product but to conduct research
for the company or outside organization.