The Hindu Business Line : Nasscom hails DoT rules on call centres

THE National Association of Software and Services Companies (Nasscom) has hailed the Department of Telecommunications' (DoT) latest regulation that permits the use of common infrastructure for domestic as well as international call centres, apart from easing some procedural bottlenecks for the domestic call centres.

According to Nasscom, it had taken up the issue with DoT in December last year to help boost opportunities in the domestic call centre market so as to provide greater `return on investment' for companies that had invested in international call centres which could use these facilities only during night shifts due to predominantly American clientele.

An elated Mr Kiran Karnik, President, Nasscom, said: "We are delighted that the Department of Telecommunications has accepted our recommendations and has been very proactive in liberalising telecom regulation for the call centre industry."

"Usage of common infrastructure will also help reduce attrition level in the industry as the agents can be shifted between day and night shifts," Mr Karnik said.

The key features of the policy announcements include:

Permission to use common infrastructure for both domestic as well as international call centres.

Sharing of common infrastructure for both domestic as well as international call centres is permitted only to reputed companies having an annual turnover above Rs 500 crore or combined turnover of the promoters above Rs 1,000 crore.

Domestic call centres have been permitted to use Integrated Services Digital Network (ISDN) for back-up leased line.

Stand-alone domestic tele-marketing centres i.e. without any leased line connectivity have been permitted to make outgoing calls without any bank guarantee.

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