Telecom Regulatory Authority of India (TRAI) has suggested exempting certain categories like data/internet based and captive contact centres from detailed registration, retaining it for voice-based outsourced other service providers (OSPs). It said only voice based, outsourced OSP need to have registration at par with existing process. Data/internet based OSP would need to furnish intimation only. Notably, though, it has recommended that Contact Centre Service Provider (CCSP)/ Hosted Contact Centre Service Provider (HCCSP) involved in reselling of telecom resources, say bandwidth, would require a Virtual Network Operator or VNO license.
TRAI also said that the CCSPs/HCCSPs who provide only the platform as service including a combination of the components of EPABX, IVR, call handling/administration, call recording, contact centre data analytics, customer relationship management for contact centres, should be required to get registered with Department of Telecommunications (DoT). It said these players should be Indian company, having their data centres in India for providing the contact centre platform to OSPs.
The regulator has also recommended additional clarity in definition of OSP players. It said it expects implementation of its recommendations to create better environment for growth of the sector making India as preferred BPO/ITeS destination. In a major breather to the players, it recommended that the requirement of bank guarantee for availing Work-from-Home (WFH) facility, should be done away with. Elaborating on the terms and conditions for CCSPs/HCCSPs, it said that a complete log and record of the logical partitioning including the call detail records should be maintained by them. These records should be maintained at least for a period of one year. The CCSP/HCCSP should provide these records to DoT or security agencies designated by DoT, as and when required.