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Mar 19

Outbound Call Center regulations/best practices in India’s Contact Centers

Posted on March 19th, by Sourabh Rathore 26 Comments

Outbound Call Center regulations/best practices in India's Contact Centers

Outbound Call Center regulations / Best practices in India’s Contact Centers

Outbound contact center generally rely on the principle of mass dialing to targeted audience & thus connect them to agents. To keep them in check generally there is a regulatory body in every country which defines mandatory rules & regulations to be followed by contact centers. In India, TRAI has laid some rules & in UK OFCOM is the communication’s regulator stating Outbound call center regulations. 

Following list consists of some of the best practices(which includes TRAI & OFCOM regulations) that can be followed by outbound contact centers:

1. To achieve improved operational efficiencies, outbound call centers deploy predictive dialing. But here are some of the best practices which can be deployed in real time:

a. If the calls are not answered, they should not be terminated before 15 seconds. 

b. In predictive dialing, when the number of calls connected increase the number of available agents, the dialer drops the call automatically. This is because there is no agent available to attend the call. The abandoned call rate should not be more than 3% of live calls, calculated per campaign over a period of 24 hours which includes AMD false positives. 

c. In event of abandoned call – a brief recorded message should be played within 2 seconds after the call has been picked up including key information such as company’s information – on whose behalf, the call was made. 

d. When an abandoned call has been made to a particular number, any repeat calls to that number in the following 72 hours may only be made with the guaranteed presence of a live agent. 

2. For each outbound call, the CLI must be presented and there should be a provision for return calls on that CLI as well. 

3. For telemarketing process, calls made in particular telecom circle should be originated from that telecom circle PSTN only and designated series numbers should be used only.

4. In case of cloud infrastructure of Call center, the call center should be hosted within India. 

5. VOIP and PSTN should not be mixed or terminated on same device or the solution in such a manner that it bypasses tolls.

6. The domestic service providers and the international service providers need to be completely separated, with no communication between the two. Additionally, the international service providers can’t access the domestic PSTN network

7. As per regulations within India, Call centre are not permitted to make the domestic calls on VOIP (Voice over Internet).  Also, routing of voice through leased lines is not permitted due to the reason that it may bypass tolls and undermine the revenues for Telephony service providers.

However internal communication within organization is permitted with using VOIP with necessary network diagrams being approved from regulatory authority. But there should not be any interconnection from VOIP to PSTN or PSTN to VOIP.

Note: For India point no. 2,3,4,5,6,7 are regulated via TRAI

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Sourabh Rathore
Written by Sourabh Rathore
Sourabh is Manager – Enterprise Sales at TaraSpan. He has domain expertise in Contact Centre Technology along with rich knowledge in Unified Communication & Video Conferencing solutions.

    Manish Suri August 13, 2018 at 11:56 am

    Is outbound banned on national holidays like 15 Aug in india

    Reply
      Sourabh Rathore
      Sourabh Rathore August 18, 2018 at 7:42 am

      The Telecommunications (Do Not Call Register) (Telemarketing and Research Calls) Industry Standard 2007 commenced on 31.5.2007 and applies to all organizations making telemarketing calls and research calls, including exempt organizations.
      – A caller must not make, or attempt to make a call at any time on any of the specified national public holidays viz. (i) New Year‘s Day; (ii) Independence day; (iii) Good Friday; (iv) Christmas Day or a holiday on a weekday given in lieu of a public holiday.

      Reply
    Ashish March 18, 2019 at 12:28 pm

    What is the TRAI limitation on Contact Center calling hours (for calling in India)

    Reply
      Sourabh Rathore
      Sourabh Rathore March 19, 2019 at 7:40 am

      As per TRAI, it has been observed that – A caller must not make, or cause to made, a call that is not a research call, or attempt to make such a call, on (a) weekday before 9 am; or (b) a weekday after 8 pm; or (c) a Saturday before 9 am; or (d) a Saturday after 5 pm; or a Sunday. Almost similar timing is there for research call.

      Reply
    Keshav May 4, 2019 at 12:50 pm

    Is there a commitment from the telecom operator on the percentage of answered calls when making outbound calls

    Reply
      Sourabh Rathore
      Sourabh Rathore May 16, 2019 at 9:31 am

      TRAI’s benchmark for call drops is <= 2%. Rest, please check with Telecom operator/TRAI – what ratio or percentage of connected calls/call drop is within permissible limit.

      Reply
    lalit kalbande May 22, 2019 at 6:19 am

    Could you please provide me one information- in case of VoIP if a call is routed from SBC in India to a carrier SBC in Japan and comes back to India, will the operator in Japan have to strip the CLI of India and put a Japanese CLI or Indian CLI will work?

    Thanks in advance.

    Reply
    Dilip May 28, 2019 at 6:40 am

    What is the outbound calling timing in india can i run my outbound call center from morning 9AM to Evening 9PM

    Reply
      Sourabh Rathore
      Sourabh Rathore June 5, 2019 at 9:39 am

      As per TRAI, it has been observed that – A caller must not make, or cause to made a call that is not a research call, or attempt to make such a call, on (a) weekday before 9 am; or (b) a weekday after 8 pm; or (c) a Saturday before 9 am; or (d) a Saturday after 5 pm; or a Sunday. Almost similar timing is there for research call.

      Reply
    suraj suryawanshi June 19, 2019 at 12:02 pm

    If customer giving consent on In bond call for purchase product, can we make out bond call through direct line. or Its mandatory to call through 140 series only.

    Reply
      Sourabh Rathore
      Sourabh Rathore June 24, 2019 at 10:09 am

      It’s always advisable to make the outbound calls using designated series even you have consent from customers.

      Reply
    Oswal July 5, 2019 at 7:14 am

    If a company is asking to work on all 7 days with timing from 10 am to 8.30 am. Is it under TRAI guidlines or not.

    Reply
      Sourabh Rathore
      Sourabh Rathore July 9, 2019 at 10:11 am

      TRAI does not explicitly mention any specific work timings for employees/agents. Please check with your company policies or government employment guidelines.

      Reply
    Enkay Converged Technologies LLP July 9, 2019 at 11:58 am

    In addition, a complete audit trail of all the calls needs to be maintained for a year by the contact centers.

    Reply
      Sourabh Rathore
      Sourabh Rathore July 12, 2019 at 10:14 am

      Different processes have different guidelines to keep the audit trail & recordings of calls for at least certain duration. However, it’s always recommended to maintain the audit trails for more than 03 years minimum.

      Reply
    Lohit Kumar July 22, 2019 at 8:16 am

    Hi, in predictive dialing the call got connected to advisor, but advisor did not speak to customer and started avoiding call, is this ZTP

    Reply
      Sourabh Rathore
      Sourabh Rathore July 26, 2019 at 10:15 am

      Kindly elaborate your query, what exactly you refer from ZTP?

      Reply
    Raviraj Singh August 23, 2019 at 7:28 am

    3. For telemarketing process, calls made in particular telecom circle should be originated from that telecom circle PSTN only and designated series numbers should be used only.

    Is this applicable to non telemarketing calls as well?

    Reply
      Sourabh Rathore
      Sourabh Rathore August 28, 2019 at 9:55 am

      It depends upon the nature of process. Any promotional, telemarketing & sales calls should me made from designated series and should be originated from local telecom circle only.

      Reply
    Archana September 7, 2019 at 6:20 am

    Hello Mr Rathore, in Domestic call centre as per the roaster if I have a weekly off on Friday, technically when does it start from. Could you please explain? (Sounds very funny, but I really want to know about it)

    Reply
    kirankumar February 13, 2020 at 6:56 am

    Hi, is it permitted to call customers using GSM gateway in India to take feedback on service provided?

    Reply
    Ashwin February 17, 2020 at 2:59 pm

    Is there a possibility for utilizing Cloud contact centers at all in India, If one separated the India based calls and international calls? The market leader in Cloud Contact centers is Nice In Contact, do they have an India datacenter?

    Reply
    Ananya Sahay February 18, 2020 at 7:43 am

    If I am outsourcing the customer care service for my company to a call centre, do I have to follow any regulations by TRAI/DoT?

    Reply
    Prersh March 19, 2020 at 5:58 am

    Do i need to have TRAI registration if i am calling to my existing customers for offers available for them.

    Reply
    Prersh March 19, 2020 at 6:13 am

    What if I am doing calling to customer for collection of funds, do i still need registration under TRAI?

    Reply
    Nayan June 23, 2020 at 5:11 pm

    Is there any regulation on SIP connection for a outbound call center

    Reply

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