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Reply To: call center setup


Following licenses are required for Call center :

1. Export /import license
2. STPI Registration
3. DOT license

Other information are :

1. The Call Centres are permitted to Indian registered companies on non-exclusive basis.
2. The Call centers are registered under the under the Other Service Provider (OSP) category as defined in NTP’99.
3. The validity of this permission is up to 20 years from the date of issue of this letter.
4. 100% Foreign Direct Investment (FDI) is permitted in Call centers.
5. The call centers has to ensure that no change in the Indian or Foreign promoters / partners or their equity participation is made without prior approval of competent authority or as per prevailing regulations.
6. The Call centers can take the resources from any authorized service provider i.e. IPLC from the authorized International Long Distance operators and local leased line from any authorized Service providers.
7. The Service providers will examine the network diagram and grant resources to the OSP as per the terms and condition of this approval and the prevailing guidelines & policy for the service from where the resources are being taken. Both the Service provider and the OSP will be responsible for any violation in the use of the resources.
8. The domestic call centres are permitted to be set up, on a separate infrastructure. However, the request of the domestic call centre to run on the existing private networks will be evaluated on case to case basis.
9. Interconnectivity of two domestic call centres of the same organizations is permissible subject to further approval from DoT.
10. Interconnectivity of the international with domestic call centre is not permitted.
11. Interconnection of Call Centres of the same group of company is permissible for redundancy, back up and load balancing subject to the prior written approval from the DoT
12. In the International Call centers, no PSTN connectivity is permitted at the Indian end. Both inbound and outbound calls are permitted from the International call centers.
13. Internet and IPLC connectivity is permitted on the same LAN at the Indian end of the International Call Center with the condition that no voice/data traffic shall be permitted from ISP to other destinations via IPLC of the call center.
14. Internet connectivity is also permitted to Domestic call centers.
15. In case the company proposes to increase the bandwidth for the approved IPLC, the company can directly approach the authorized ILD for the same and intimate the same within 15 days to DoT. However, in case the company proposes to change the POP or add another POP, the company shall approach DoT for approval.
16. The International call centers are permitted to interconnect with the “Hot sites”, for the purpose of back up and working during disaster at the International call centre location, provided that International Call Centre operators provides the following: –
a. A dedicated server/router at the hot site pertaining to the International Call Centre.
b. Local lease lines from the International Call Centre to the respective server dedicated for this International Call Centre at the hot site.
c. The local leased line from the hot site to the IPLC provider.
Hot sites can be used by the International Call Centre connected to it, only at the time of the disaster, by requesting the IPLC provider to switch its IPLC towards hot sites and informing the same to the DoT.
17. International Call Centre of the same Group of Company are permitted to cross map the seats for use during disaster. During normal days, original International Call Centre will use all seats but in case of disaster, cross-mapped seats will be vacated for use of the other International Call Centre and the same will be informed to the DoT.

The application can be submitted on the letter-head of the applicant company. Following documents are required along with the application:-

International Call Center
1. Demand Draft of Rs 1000/- drawn in the name of “Pay & Accounts Officer (HQ), DoT”, toward the processing fees.
2. Address of the locations of the Indian end and foreign end where the IPLC would terminate.
3. Bandwidth of the IPLC, with justification of Bandwidth requirement.
4. Number of seats in the Call center.
5. Memorandum of Article of Association of the Company
6. Schematic diagram of the Call center layout with complete equipment details
7. 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) .
8. Describe the nature of the business.
9. Proof of business nature and agreement with other End customer.
Domestic Call Center
1. Demand Draft of Rs 1000/- drawn in the name of “Pay & Accounts Officer (HQ), DoT”, toward the processing fees.
2. Address of all locations connected with leased lines or where incoming only PSTN lines are terminating.
3. Bandwidth of the leased lines.
4. Number of seats in the Call center.
5. Memorandum of Article of Association of the Company
6. Schematic diagram of the Call center layout with equipment details
7. 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)
The application is to be submitted to the
Assistant Director General (OSP),
PIP Cell,
Department of Telecommunications,
Room No.1014
12th Floor,
Sanchar Bhavan,
20 Ashok Road,
New Delhi-110 001.
Phone: +91-11-3372075

Few important components of setting up a call center are
1. IPLC (International private leased circuit) line
2. Predictive Dialer: This processes potential contacts and identifies disconnected numbers, busy signals, unanswered calls and detects answering machines. Such calls can be avoided, scheduled for later contact, or pre-recorded messages can be left, allowing live agents to only deal with established connections that are directed to them.
3. CTI (Computer Telephony Integration) – This is the system used for the Screen pop ups as soon as the call is transferred to an agent. The pop up gives the details of the caller, information required & the product details as required by the caller. The info on the pop up screen can vary depending on the settings made. It is optional for a call center.
4. ACD (Automatic call distribution) – the calls are automatically transferred to the agents who are idle. This may be skill based distribution, performance based or general transfer of calls. ACD is a must for an inbound call center.
5. IVR (Interactive Voice Response) – this enables customers calling a contact center to use voice commands to retrieve the information they require without ever speaking to an agent. This basically helps to reduce the man power cost.
6. Voice logger – This logs the conversation of all agents which can be used to check the quality of all agents.
7. MUX – Used to connect the IPLC at both the ends. Now a days most of the call centres are migrating to IP network, hence usage of the MUXs are minimal and routers are needed to connect the IPLC on both ends of the link.
8. Call Centre Management Software – Software to manage the calls & reporting
9. LAN Cabling – This is also referred as backbone.
Salaries in the BPO world in India?
o Customer Care Representatives [CSRs]: Rs 8,000 – Rs 15,000 per month
o Team Leaders: Rs 17,000 – Rs 26,000 per month
o Managers: Rs 3 lacs – Rs 5.5 lacs per annum
o Training Heads: Rs 8 lacs – Rs 12 lacs per annum
o Training Managers: Rs 5 lacs – Rs 8 lacs per annum
o Trainers: Rs 2 lacs – Rs 5 lacs per annum
Specialized ITeS professionals who posses MBA, BE, B.Tech, C.A. [CPA] and other expert qualifications or experience may be paid higher salaries depending upon the expertise required for the desired work profile and their level of experience. Frankly, this doesn’t apply to just BPO field but to all fields.
Besides the salary employees are paid incentives depending upon attendance regualrity, achievement of targets. Don’t be surprised if the incentive exceeds the salary!
Typically an employee in a voice call center costs about 15% more than in a non-voice center.
Cost of accent training?
The training costs for an employee in a call centre are quite prohibitive, ranging from Rs 25,000 to Rs 50,000 for 2-5 months session. For large size call centres that have high attrition it makes sense to have an inhouse trainer. We strongly feel neutral accent will become more popular than American/British accent. However, the need for American/British culture training will always be there.

The cost of setting up a state of an art Facility in India ( On Rent ) with Minimum 48 Seats ( 2 T1’s ) is approx 6 Lacs INR Per Seat ( End to End ) with a moderate technology blend and 2 Months working Capital in place.

The information required is the following:
General salaries of people in a Call Center:
. Agent 8000 – 14000 P.M
. Team Leader 15000 – 20000

. Supervisor 25000 – 35000 P.M

. Contact Center Manager 35000 – 50000 P.M

. IT support ( Facility Management is usually available for 4-5000 US $ P.M

. Trainer 30000 – 40000 P.M

. Project Manager 30000 P.M ( Usually Campaign Manager )

. HR person 20000 – 30000 P.M

. Financial person ( Sr, Manager ) 30000-35000 P.M

. Clerical 12 – 15000 P.M

. Sales ( BDM ) 30 – 40000 P.M

All figures are Ball park + Pick up and Drop & Food on shift

. Churn rate per year 20% P.M

Vishal Jhamb