Start Own Call Center | Inbound/Outbound Projects

1
How to Start Call Center in India

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2
Introduction of call center

• One of the main factors that contribute to the
  success of a company is customer service. It's
  very important for a business to provide clients
  and customers and vendors with a support system.
  In this lesson we will discuss three main types
  of call centers and explain the job
  responsibilities assigned to each type of center.
• The three major classifications of call centers
  are inbound, outbound, and automated. Businesses
  use these three types of call centers for various
  product or service needs that require an
  increased amount of customer service.

3
The Inbound Call Center

• The first type of call center is the inbound call
  center. This type of center is used for customer
  service questions and transactions. Examples of
  the information and services provided can
  include
• Chat support
• Email responses
• Technology support
• Loyalty programs
• Other services are often provided as well, but
  these are the most common ones. The inbound call
  center can be located in the corporate office or
  another location that is run by the business
  itself, or it can be centrally located at a site
  where many agents from numerous companies work
  together in the same location. This arrangement
  is commonly referred to as 'outsourced.' The
  center can be located domestically (in the United
  States) or internationally (in another country).
  There are also an increasing number of
  representatives that do this type of work
  remotely from their own home.

4
The Outbound Call Center

• The second type of call center is the outbound
  call center. This type of center is used mainly
  for sales, promotions, and market research.
  Examples of services provided can include
• Election polling
• Warranty extensions
• Appointment scheduling for cable television
• Call backs for online price quotes
• Following up on leads for product or service
  sales
• As with an inbound center, the outbound call
  center can be located in-house, outsourced, or
  remote. This type of center is typically located
  in the originating country of the business, but
  can be international as well.

5
How to apply for call center license

• In India, if you want to start a BPO then you
  need to apply for the DoT and OSP license that is
  granted by the department of telecommunication.
  DoT also provides license for BPO, call
  centers and allows these activities by assessing
  the infrastructure of non-telecom service
  provider.

6
Applicability of OSP Registration to Start Call
Center

• As discussed above, If a company utilizes telecom
  resources to sell IT-enabled services, they have
  to register for OSP license. The Telecom
  department formulated terms and conditions which
  dictate that they should take telecom resources
  from a registered phone operator only. The terms
  and conditions also prohibit companies to provide
  switched telephony.
• So what comes under telecom resources? Telecom
  resources are as follows Integrated Services
  Digital Network (ISDN), Public Switched  Telecom
  Network, Public Land Mobile Network and/ or the
  bandwidth of telecom services by an authorized
  telecom service provider.

7
Requirements for OSP Registration

• Any company/ entity/service provider has to be a
  private limited company if it wants to obtain OSP
  registration. Hence it is important
  to incorporate a private limited company before
  proceeding with OSP registration. The Ministry of
  Corporate Affairs (MCA) is taking great steps to
  ensure faster processing of company incorporation
  applications. The ministry aims to do so
  with One-Day Company Incorporation with SPICe.
• The company has to start with the application
  form for OSP registration with the proper format.
  You can click the link of Department of
  Telecommunication OSP  registration page to
  download the format of the form.
• Along with the properly filled forms companies
  have to submit a few documents to ensure a smooth
  registration process.

8
Document Checklist for OSP Registration

• Following are the documents that a company has to
  produce in order to acquire OSP registration.
  Please note that these documents have to be
  certified by seal of either the Company Secretary
  or Director of the Company or a Statutory Auditor
  or a Public Notary
•   Private Limited Company Incorporation
  Certificate
• Memorandum of Association and Articles of
  Association
• Board of Resolution or Power of Attorney
  authorizing the authorized signatory
• Activities Planned along with Name of Business
• List of Directors
• Present Shareholding

9
Compliances of OSP Registration

• A company after its OSP registration has to stay
  compliant with guidelines set by the Department
  of Telecommunication (DOT) in order to ensure
  smooth day-to-day functionality.
• The OSP license is valid for a maximum of 20
  years unless explicitly mentioned otherwise.
  Registered OSPs have to file an Annual return to
  stay compliant with their registration. This
  annual return should mention activities being
  conducted in the present capacity of the firm.
  Companies have to file an Annual return for OSP
  license renewal 6 months before the financial
  year concludes.

10
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