OSP License for Call Center

In India, you need an OSP license (Other service provider licence).
Other Service Provider: For applications like telebanking, telemedicine, teleeducation, teletrading, and 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 specific services being offered will be required. These service providers will not infringe on the jurisdiction of other access providers, and they will not provide switched telephony.

Guidelines for setting up the Call Centres:

  1. The Call Centers are permitted to serve Indian-registered companies on a non-exclusive basis.
  2. The Call centers are registered 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% FDI is permitted in Call centres.
  5. The call centres have to ensure that no change in the Indian or Foreign promoters or partners or their equity participation is made without the prior approval of a competent authority or as per prevailing regulations.
  6. The Call centres can take resources from any authorised service provider, i.e., IPLC from the authorised International Long Distance operators and local leased lines from any authorised service providers.
  7. The Service providers will examine the network diagram and grant resources to the OSP as per the terms and conditions of this approval. And the prevailing guidelines & policies for the service from which the resources are being taken. Both the service provider and the OSP will be responsible for any violations in the use of the resources.
  8. The domestic call centres are permitted to be set up on separate infrastructure. However, the request of the domestic call centre to run on the existing private networks will be evaluated on a case-by-case basis.
  9. Interconnectivity between two domestic call centres of the same organisation is permissible, subject to further approval from DoT.
  10. Interconnectivity of the international call centre with the domestic call centre is not permitted.
  11. Interconnection of Call Centers of the same group of companies is permissible for redundancy purposes. And load balancing is subject to the prior written approval of 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 are permitted on the same LAN at the Indian end of the International Call Centre. With the condition that no voice/data traffic shall be permitted from the ISP to other destinations via the IPLC of the call centre.
  14. Internet connectivity is also permitted for Domestic call centres.
  15. In case the company proposes to increase the bandwidth for the approved IPLC. The company can directly approach the authorised ILD for the same and intimate the same within
  16. Days to DoT. However, in case the company proposes to change the POP or add another POP, it shall approach DoT for approval.
  17. International call centres are permitted to interconnect with the “Hot sites”, for the purpose of back-up. And working during a disaster at the International call centre location. provided that International Call Center operators provide the following:
    • A dedicated server/router at the hot site pertaining to the International Call Centre.
    • Local lease lines from the International Call Center to the respective server dedicated for this International Call Center at the hot site
    • The local leased line from the hot site to the IPLC provider
  18. International Call Centres of the same group of companies are permitted to cross-map the seats for use during disasters. Normally, the original International Call Centre will use all seats, but in the event of a disaster, cross-mapped seats will be vacated for the use of the other International Call Centre. And the same will be informed to the DoT.

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