Terms and conditions to setup call center

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Terms and conditions to setup call center [Mar 15 2009 01:09:36]
To setup a call center in Bangladesh any company should follow the terms and conditions provided by the BTRC. The terms and condition to setup a call center are as follow:

1. The Call Center should obtain the required connectivity including Satellite or VSAT bandwidth from Service Providers duly licensed by BTRC.
2. Hosted Call Center operators will use the services of infrastructure of licensed Hosted Call Center Service Provider.
3. The connectivity between Call Center and overseas client should be through International Private Leased Circuit. International Private Leased Circuit connection is to be obtained from authorized submarine cable operator.
4. The amount of bandwidth should be in proportion with the number of seats of the Call Center.
5. The primary connectivity would be through SEA-ME-WE 4 submarine cable. The operator may have backup route through Satellite or VSAT until the availability of alternate submarine cable.
6. Hosted Call Center operators cannot have direct link with its overseas client. Hosted Call Center Service Provider will arrange required connectivity through IPLC.
7. The connectivity between Hosted Call Center Service Provider and Hosted Call Center must be through local leased line.
8. All Licensees must keep daily Multi Router Traffic Graphic records, for monitoring and measuring traffic load of the link and for making the records available to the BTRC.
9. No termination or connectivity is allowed 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.
10. Both inbound and outbound international calls are permitted from the Call Centers for service purposes only.
11. Call Centers must have record and store all detail call data records for a minimum of 3 months.
12. Call Centers operator shall ensure complete separation of local telephone lines used only for office purposes from the Call Center.
13. Interconnection between Call Centers for same overseas client is permitted with prior permission of the BTRC for redundancy, backup and load balancing. Interconnections between call centers for different clients are not allowed.
14. Interconnection between any Domestic Call Centre and International Call Center is not accepted.
15. International and Domestic Call Center or Hosted Call Center shall be located in separate premises.
16. Network Setup of the Call Center or Hosted Call Center will not be extended by any means to another location other than the specified location.
17. Call Center or Hosted Call Center operators will not configure the equipment to support remote agents.
18. The BTRC have the right to direct the telecommunication facility provider to apply monitoring facility with suitable recording system on any service extended to all types of Call Centers.
19. Call Center or Hosted Call Center setup detail with proposed equipment, network diagram etc. would have to be submitted to the BTRC with application for license. Permission of BTRC will be required for any change in setup.
20. Licensees will be allowed to import only call center related equipments with prior permission from BTRC. The Licensee is also required to inform BTRC of any local procurement of Call Center equipment.
21. The BTRC or any law enforcing authority will have right of unrestricted access to the Licensees� premises for monitoring and inspection, without prior notice or delay, for obtaining current configurations of the equipment setting in the call center.
22. Call Centers or Hosted Call Centers or Hosted Call Center Service Providers will ensure that their equipment installations do not become a safety hazard and is not in contravention of any statute, rule or regulation and public policy.
23. Call Centers or Hosted Call Centers or Hosted Call Center Service Providers shall be required to provide the CDRs of all the specified calls handled by the system at specified duration, as and when required by the BTRC.
24. Wherever considered appropriate, BTRC may conduct any inquiry on complaint to determine whether there has been any breach in compliance of the conditions by the Call Centers or Hosted Call Centers or Hosted Call Center Service Providers and upon such inquiry they shall extend all reasonable facilities without any hindrance.