DoT to open call centers

By : |July 28, 1999 0

The Department of Telecommunications (DoT) has decided to
open "CALL CENTRES" for different organizations to facilitate their services to
the public.

Particularly attractive to industries such as tourism,
banking, financial services, hotel chains, etc, Call Centers are established by various
organizations at some convenient place for providing help to their customers. In order to
access a Call Center of a particular organization, a customer has to make a single local
telephone call though the service required may be at a distant far place.

Initially, DoT decided to set up its own Call Centres at
Jammu, Chandigarh, Shimla, Ambala, Jaipur, Dehradun, Lucknow, Patna, Calcutta,
Guwahati, Shillong, Bhubaneshewar, Bhopal, Hyderabad, Chennai, Bangalore,
Trivandrum, Pune, and Port
Blair. These will cater to services like Information on New Telephone Connections, Billing
for existing subscriber, status of faulty lines and shift applications etc. DoT will also
set up Call Centers for other ministries and departments. They will have to register their
requirements with the Customer Services Branch of the DoT, Telecom Commission Headquarters
at Sanchar Bhavan.

Permitted on non-exclusive basis, these Call Centers will
be of two types: International and Domestic. In case of International Call Centers, the
Public Switched Telephone Network (PSTN) connectivity is permissible only at the foreign
end and not at the Indian end. However, the Domestic Call Centers are permitted to have
inbound PSTN traffic with the outgoing barred. No inter connectivity of the International
and Domestic Call Centers shall be permitted. However, interconnectivity of two domestic
Call Centers of the same organizations is permissible subject to further approval from
DoT.

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