For a call center you need effective company representatives and state-of-the-art communications and information technologies. You need adequate telecom facilities, trained consultants, access to a wide database, Internet and other on-line information support infrastructure, to provide information and support to customers round the clock. A call center is sometimes defined as a telephone-based shared-service center, for specific customer-related functions like marketing, selling, information dispensing, advice and technical support.

To set up a call center, you must get an NOC (no-objection certificate) from the Deputy Director General (Customer Relations) at the Department of Communications, New Delhi. The NOC grants special permission to use voice circuits over international gateways to serve overseas customers, with the undertaking that it will not be connected to a PSTN (Public Switched Telephone Network) within India.

The government has set terms/conditions for call-center operators. The new policy initiatives aim to liberalize such operations in India, and are permitted on a non-exclusive basis against requests from IT service providers. The call centers can either be international or domestic.

• However, interconnectivity of international and domestic call centers is not permitted. Though, interconnection of two domestic call centers of the same company is permissible, subject to DoT approval
• International call centers are permitted on IPLCs (International Private Leased Circuits) only, and will cater to calls from foreign end PSTN. However, no PSTN connectivity will be permitted at the Indian end. Linking to any private or public network is not permitted, even within the same organization
• Domestic call centers can have PSTN connectivity at one end, or both ends, or at multiple points, in a more complex configuration, with only incoming and with outgoing disabled at all places, wherever PSTN termination is provided
• No other interconnectivity, except as permitted above, with any public or private network, is permitted to the call-center setup

What companies look for when setting up a call center

A very important deciding factor for companies looking to set up a call center is the laws and regulations of the country.

Another equally important factor is the telecommunication infrastructure, technology and tariffs. India is perceived as technologically savvy and keen to emerge as a country with sound telecommunication infrastructure. Companies also consider economic incentives, like grants, tax exemptions, repatriation of profits, corporate tax on profits generated by call centers and tax treaties.

Companies prefer countries that have an English-speaking work force (and possibly other languages), which is cost effective with a disciplined work culture. The availability and cost of office space is also important. They look at the feel-good factor—positive, service minded and friendly people.