License Guidelines for Call Center/Hosted Call Center/Hosted Call Center Service Provider (HCCSP)

(Draft)

Bangladesh Telecom Regulatory Commission

www.btrc.gov.bd

License Guidelines for Call Center/Hosted Call Center, Hosted Call Center Service Provider (International or Domestic): 1. General Conditions: i. Call Center Operator or Telemarketer is commonly referred to here as Call Center Operator. ii. Call Center Operator can install the entire required infrastructure on its own or can get the infrastructure services from Hosted Call Center Service Provider and the center would be called Hosted Call Center. Call center/Hosted Call Center operator is not allowed to extend the services to other Call Center operators. iii. Call Center/Hosted Call Center operator or Hosted Call Center Service Provider shall apply for license to the BTRC in prescribed form (---). The license will be issued as per Amendment No. 1 of 2007 of the BTRC Licensing Procedure Regulations, 2004. iv. The license will be given to Individual or Companies/Joint Venture Companies registered/formed under Bangladesh Law on nonexclusive basis. v. Separate license would be required for International and Domestic services. vi. Hosted Call Center Service Provider would require separate Call Center license to operate Call Center on its own. vii. Operator can have multiple Call Centers under a single license. The locations with number of agents and client details will have to be registered with BTRC before operation. viii. The Call Center/Hosted Call Center operator will inform BTRC in prescribed form (---) of any addition of call agents in its existing call center or addition of Call Center before activation. ix. The Hosted Call Center Service provider will inform BTRC in prescribed form (---) of any addition of Call Center operator or agents under its domain before extending service. x. If the operator proposes to change the location of Call Center/Hosted Call Center/Hosted Call Center Service Providers Center, it will inform BTRC in prescribed form (----) and will need prior approval of BTRC.

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xi. The operator can also set up Disaster Recovery Center. The DRS can only be used during any situation when the main Center can not be used or inoperative. xii. License fee payable to BTRC per year is as follows: Call Center/Hosted Call Center under each license: a. b. c. each call center location: with up to 20 agents each call center with : 21 to 50 agents each call center above 50 agents: Tk. 15,000.00 Tk. 30,000.00 Tk. 50,000.00

Hosted Call Center Service Provider: a. b. c. each HCCSP center: each client Call Center: with up to 20 agents: each client call center : with above 20 agents Tk. 50,000.00 Tk. 15,000.00 Tk. 30,000.00

Tk. 10,000.00 is to be paid with application for new license and Tk. 5,000.00 for addition of each call center or change of location of center under existing license as non refundable processing fee. The licensee will also share with BTRC 3% of its gross revenue earning on yearly basis. xiii. The validity of the license shall be 10 years and renewable on yearly basis. The licensee shall apply for renewal one month before expiry of license validity. xiv. Call Center operator or Hosted Call Center Service Provider shall inform BTRC of any change in the information furnished in prescribed form within 15 days. xv. The Call Center or Hosted Call Center or Hosted Call Center Service providers centers must not be used as a transit point of any sort. The Call Center/Hosted Call Center operator or Hosted Call Center Service provider shall not misuse the Telecom Resources for any other activity and shall be responsible for the same.

xvi.

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xvii. The licensee shall commence operation within 6 months from issue of license. Extension of another 3 months may be considered upon receipt of application from operator stating reasons thereof other wise it may be cancelled. xviii. The Commission reserves the right to alter, change, modify or add any terms and conditions of the license including applicable fees at any time in public and industry interest. 2. Technical Conditions for Operation of Call Center/Hosted Call Centre/Hosted Call Service Provider Center A. International Call Center/International Hosted Call Center: i. The Call Center/Hosted Call Center operator shall obtain the Telecom Resources from Licensed Telecom Service Providers only. ii. Hosted Call Center operator will use the services of infrastructure of licensed Hosted Call Center Service Provider (HCCSP). iii. The connectivity between Call Center and oversees client(s) would be through IPLC (International Private Leased Circuit) or through internet. IPLC and Internet connection is to be obtained from Submarine cable operator and IIG operator(s) respectively. iv. The primary connectivity would be through SMW4 submarine cable or any other cable when available and the operator may have alternate route through Sattelite/VSat. v. Hosted Call center operator can not have direct link with its oversees client(s). It will use the resources of its Hosted Call Center Service provider. vi. The connectivity between Hosted Call Center Service Provider and Hosted Call Center must be through local leased line. vii. The Center operator must keep online MRTG (Multi Router Traffic Grapher) records, accessible to BTRC, for monitoring and measuring traffic load of the link. viii. No termination or connectivity is allowed to/from domestic PSTN, Cellular, Data or any other type of network other than point to point leased line between Hosted Call Center Service Provider center and Hosted Call Center. Telecom network connectivity is allowed at foreign end through oversees client. ix. Both inbound and outbound calls are permitted only from the International Call Centers for call center service purposes. x. Call Center must have provision for recording and storing all detail call data records for minimum of 6 months.
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xi. Call Center/Hosted Call Center operator shall ensure complete separation between local telephone lines used purely for office purposes other than call center communications. xii. Interconnection between Call Centers for same oversees client is permitted with prior permission of BTRC for redundancy, backup and load balancing. Interconnections between call centers for different clients are not permitted. xiii. Interconnection between any Domestic Call Centre and International Call Center is not permitted. xiv. International and Domestic Call Center/Hosted Call Center shall be located in separate premises. xv. Network Setup of the Call Center/Hosted Call Center will not be extended by any means to another location other than the specified location. xvi. Call Center/Hosted Call Center operators will not configure the equipment to support remote agents. xvii. The Call Center operator may be permitted to create VPN or apply encryption either by software or hardware, provided appropriate monitoring facilities are made available to BTRC/LEA. xviii. For Telemarketing application, the operator must maintain Do Not Call registry. xix. BTRC shall have the right to direct the telecom facility provider to apply monitoring facility with suitable recording system on any service extended to Call Centers. Also, if directed, the Call Center operator, at its own cost, would be required to install the monitoring facilities. xx. The Call Center operator would provide remote monitoring facilities at BTRC/LEA premises, if required. xxi. The Call Center operator is permitted to maintain Disaster Recovery Site (DRS), for the purpose of back up and working during disaster at the International Call Centre location. Operator will intimate BTRC immediately about the nature of disaster and he will request the service provider to switch the connectivity to DRS. Dedicated local leased line would be used for interconnection with main call center only for backup purposes. xxii. Call Center/Hosted Call center setup detail with proposed equipment, network diagram etc. would have to be submitted to BTRC with application for license. Permission of BTRC will be required for any change in setup. xxiii. Prior permission from BTRC would be required to import Call Center equipment. The licensee is also required to inform BTRC for any local procurement. B. Domestic Call Center/Domestic Hosted Call Center:

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i. The Call Center operator shall obtain the Telecom Resources from Licensed Telecom Service Providers only. ii. Hosted Call Center operator will use the services of infrastructure of licensed domestic Hosted Call Center Service Provider (HCCSP). iii. Connectivity is allowed to/from telephone network. For Hosted Call Center telephone network connectivity may be provided by the domestic HCCSP. iv. The connectivity between Hosted Call Center Service Provider and Hosted Call Center must be through local leased line. v. The Call center operator must keep online MRTG (Multi Router Traffic Grapher) records, accessible to BTRC, for monitoring and measuring traffic load of the link. vi. No termination or connectivity is allowed to/from internet or Data network other than point to point leased line between Hosted Call Center Service Provider center and Hosted Call Center. vii. Call Center must have provision for recording and storing all detail call data records for minimum of 6 months. viii. Interconnection between Call Centers of same operator is permitted with prior permission of BTRC for redundancy, backup and load balancing. Interconnections between call centers for different clients are not permitted. ix. Interconnect between any Domestic call centre and International Call Center is not permitted. x. International and domestic call center/Hosted Call Center shall be located in separate premises. xi. Network Setup of the Call Center/Hosted Call Center will not be extended by any means to another location other than the specified location. xii. Call Center/Hosted Call Center operators will not configure the equipment to support remote agents. xiii. For Telemarketing application, the operator must maintain Do Not Call registry. xiv. BTRC shall have the right to direct the telecom facility provider to apply monitoring facility with suitable recording system on any service extended to Call Centers. Also, if directed, the Call Center operator, at its own cost, would be required to install the monitoring facilities. xv. The Call Center operator would provide remote monitoring facilities at BTRC/LIA premises, if required. xvi. The Call Center is permitted to maintain and interconnect with the Disaster Recovery Site (DRS), for the purpose of back up and working during disaster at the domestic Call Centre location. Operator will intimate BTRC immediately about the nature of disaster.

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C.

Hosted Call Center Service Provider (HCCSP) Center (International and Domestic):

i. The Hosted Call Center Service provider shall obtain the Telecom Resources from Licensed Telecom Service Providers only. ii. The connectivity between International Call Center Service provider and oversees client(s) of the call center(s) would be through IPLC (International Private Leased Circuit) or through internet. IPLC and Internet connection is to be obtained from submarine cable operator and IIG operator(s) respectively. iii. Hosted Call center service provider shall arrange adequate oversees connectivity for its client Hosted Call Centers. iv. The connectivity between Hosted Call Center Service Provider and Hosted Call Center must be through local leased line. v. The HCCSP center must keep online MRTG (Multi Router Traffic Grapher) records, accessible to BTRC, for monitoring and measuring traffic load of the link for all clients Hosted Call Centers. vi. The primary connectivity would be through SMW4 submarine cable or any other submarine cable when available and the operator may have alternate route through Sattelite/VSat. vii. For International HCCSP center no termination or connectivity is allowed to/from domestic PSTN, Cellular, Data or any other type of network other than point to point leased line with Hosted Call Center and oversees connectivity mentioned in B(ii) above. Telecom network connectivity is allowed at foreign end through oversees client. viii. Domestic HCCSP center will have local telephone network connectivity if required by its domestic Hosted Call Center clients for call center services. But it will not have any internet connectivity or oversees data connectivity. ix. Multiple Hosted Call Centers Service Providers centers, located at different sites within Bangladesh, of the same operator is permissible under one license. x. Both international inbound and outbound calls are permitted only from the connected International Hosted Call Centers for call center service purposes. xi. Hosted Call Center Service Provider must have provision for recording and storing all detail call records, both international and domestic, separately for minimum 6 months. xii. International Hosted Call Center Service Provider shall ensure complete separation between local telephone lines used purely for office purposes other than call center communications. xiii. Interconnection between Hosted Call Center Service Providers centers is permitted with prior permission of BTRC for redundancy, backup and load balancing. Interconnections between Hosted call centers of different clients are not permitted.
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xiv. Interconnection between any Domestic and International Hosted Call Center Service providers center is not permitted. xv. International and domestic HCCSP Call Center shall be located in separate premises xvi. In case of same HSCCP offering both domestic and international services, common data servers with related applications for both domestic and international HCCSP center can be used. The common data server must not be used for any purposes other than data storage or retrieval functions. xvii. Network Setup of the HCCSP Center will not be extended by any means to another location other than the specified location. xviii. HCCSP will not configure the equipment to support remote agents outside the country. xix. The HCCSP may be permitted to create VPN or apply encryption either by software or hardware, provided appropriate monitoring facilities are made available to BTRC/LEA. xx. For Telemarketing application, the operator must maintain Do Not Call registry on behalf on its client Hosted Call Center if required. xxi. BTRC shall have the right to direct the telecom facility provider to apply monitoring facility with suitable recording system on any service extended to HCCSP Centers. Also, if directed, the HCCSP, at its own cost, would be required to install the monitoring facilities. xxii. The HCCSP would provide remote monitoring facilities at BTRC/LIA premises, if and when required. xxiii. The HCCSP is permitted to maintain and interconnect with the Disaster Recovery Site (DRS), for the purpose of back up and working during disaster at the HCCSP Centre location. Operator will intimate BTRC immediately about the nature of disaster and in case of IPLC connectivity, will request the service provider to switch the IPLC to DRS. Domestic and International DRS must be in separate locations. 3. Requirement to furnish information: i. BTRC or its authorized representative or any law enforcing authority will have right of unrestricted access to the Call center/Hosted Call Center/HCCSP premise(s) for monitoring & inspection, without prior notice or delay, for obtaining data/current configurations of the equipment installed in the call center. ii. The Call center/Hosted Call center operator/HCCSP shall make available on demand to the BTRC or its authorized representative, full access to their equipments for technical scrutiny and for inspection, which can be visual inspection or an operational inspection.
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iii. The Call Center/Hosted Call center operator/HCCSP will ensure that their equipment installations should not become a safety hazard and is not in contravention of any statute, rule or regulation and public policy. iv. The Call Center/Hosted Call Center operator/HCCSP shall be required to provide the call data records of all the specified calls handled by the system at specified periodicity, as and when required by the BTRC/Security Agencies. v. Wherever considered appropriate, BTRC may conduct any inquiry either suomoto or on complaint to determine whether there has been any breach in compliance of the conditions by the Call Center/Hosted Call center operator/HCCSP and upon such inquiry they shall extend all reasonable facilities without any hindrance. vi. The Call Center/Hosted Call center operator/HCCSP shall furnish to BTRC, on demand in the manner and as per the time frames such documents, accounts, estimates, returns, reports or other information in accordance with the rules/orders as may be prescribed from time to time. vii. Authorized Government law enforcing agencies will have the right to intercept the traffic / data originated / terminated at the Call Centers/HCCSP for the purpose of analysis and scrutiny. 4. Restrictions on Transfer or Assignments The Call Center/Hosted Call center operator/HCCSP shall not, without the prior written consent of BTRC, either directly or indirectly, assign or transfer this license in any manner whatsoever to a third party or enter into any agreement for sub-Leasing and/or partnership relating to any subject matter of the License to any third party either in whole or in part i.e. no subleasing/partnership/third party interest shall be created. 5. Prohibition of certain Activities by the Call Center operator . i. The Call Center/Hosted Call Center operator/HCCSP shall not engage on the strength of this License in the provision of any Service other than call center/telemarketing and/or requiring separate License / permission. ii. The Call Center/Hosted Call center operator/HCCSP shall take necessary measures to prevent objectionable, obscene, unauthorized or any other content, messages or communications infringing copyright, intellectual property etc., in any form, consistent with the established laws of the country. Once specific instances of such infringement are reported to the
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operator by the enforcement agencies, the operator shall ensure that the carriage of such material is prevented immediately. iii. Call Center/Hosted Call center operator/HCCSP will not infringe on the jurisdiction of Licensed Telecom Service Providers and they shall neither provide switched telephony nor use telecom resources as Public Call Office (PCO). 6. Suspension, Surrender or Termination of License i. The BTRC reserves the right to suspend the operation of the License at any time, if, in the opinion of BTRC, it is necessary or expedient to do so in public interest or in the interest of the security of the country or for the proper conduct of the Telecom Act. If situation so warrant, it shall not be necessary for BTRC to issue a notice for seeking comments of the operator for this purpose and the decision of BTRC shall be final and binding. ii. Call Center/Hosted Call Center operator/HCCSP may surrender the License, by giving 30 days notice to BTRC and telecom service provider and clearing dues and obligations if any. iii. License may be terminated for any failure to comply with the terms and conditions of license. iv. The Commission may, on the happening of any events contrary to the terms and conditions of the license, provisions of Telecom Act or any other relevant rules and regulations, suspend or cancel the license or impose fines. In case of cancellation of license, the offender (company, share holders, individuals etc.) will be debarred from obtaining new license for 5 years. 7. Compliance to Directions/Orders:

The Call Center/Hosted Call Center Operator/HCCSP shall comply with: i. ii. iii. iv. Terms and conditions of license for Call Center/Hosted Call Center/HCCSP. Orders/Directives issued by BTRC from time to time. Orders/Directives/Regulations issued by Govt. from time to time. Relevant provisions of the laws and regulations in force in Bangladesh.

8. Miscellaneous:
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i.

The commission and/or any other Govt. departments shall not be liable for any loss, damage, claim, expense etc. which may be incurred as a result of or in relation to the activities of the Licensee. The licensee shall observe the requirements of any applicable international conventions which imposes obligations on Bangladesh. As the licensee may handle sensitive and/or confidential information of its client, it will take adequate measures to protect the same. All correspondence shall be in writing and shall be sent to the Licensees registered place of business/head office. The licensee shall furnish to the commission, on demand, the copies of agreements between the licensee and its foreign/local client(s). The licensee shall follow the foreign currency earning and remittance rules and procedures in force in Bangladesh.

ii.

iii.

iv.

v.

vi.

(Necessary forms to be formulated)

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