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14:20 18 March in Most Popular, Uncategorized
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— Can VOIP Calling be Used in India for Work-from-Home Call Centers?

From mid-March to end of April, many call centers can use VOIP calling to facilitate safer working conditions for their call center agents.

The coronavirus outbreak has created an urgent need for work-from-home (WFH) options. In India, due to legal hurdles around VOIP calling, it might have been difficult to move your call center or customer communications to WFH. However, the Department of Telecom’s (DoT’s) has taken some swift decisions that have made it much easier for businesses:

DoT has decided to grant certain relaxations for a period of up to July 31, 2020 for OSPs in respect of WFH.

One of the exemptions includes the requirement of authorized Service Providers Provisioned secured VPN (PPVPN). VPN refers to a virtual private network. This is critical for call centers.

How will this help Call Center operations?

There are four ways in which these exemptions will help call centers move their operations to work-from-home.

1. Calls can be diverted to WFH agents via VOIP.

With these new regulations in place, you can convert your calls to VOIP and connect to agents’ phones within your local network. Any organization with an OSP license may extend the call from OSP site their agents’ phones at home via VPN.

2. Agents can seamlessly make & receive calls from their browser.

Using Cloud telephony tools such as Ozonetel’s CloudAgent, agents can receive and make calls from their browser window. Mangers have access to live monitoring, call recording and reports. And IVR, call routing and automatic call distribution tools ensure a flawless customer experience.

3. They can access CRM or other data needed for a seamless CX.

Agents will have secure access to all the applications that are accessible to an agent at the OSP site. This includes any integrations with CRM, ticketing or other business tools. This means that call will continue to auto log into the CRM and agents can view customer data while speaking to them, ensuring better customer experience.
(Read more about CRM integrations here)

4. One system, multiple seats

These new regulations also mean that businesses can run a single OSP site and extend all calls to an agent at home, where multiple sites are needed due to limitation of seating space. For businesses facing increased call volumes, they can use this to scale up their call center operations.

Can any business use VOIP Calling?

There are certain restrictions on these new regulations. First and foremost, only businesses who have been granted an OSP license by DoT can implement this. Other restrictions are outlined in the below document:

The New Regulations as shared by DoT on their Twitter Handle

If you have an OSP license from DoT, contact us for any support in incorporating changes as per new network setup. For other businesses, the following resources may be helpful if they need to move their operations to WFH:

  1. Quickly switch your call center to WFH model
  2. Route calls to offline WFH agents
  3. Switch your legacy call center to WFH

Learn more about our WFH solution: How to transition to WFH call center in 24 hours or less. 

Citations:
 1. https://telecom.economictimes.indiatimes.com/news/coronavirus-dot-relaxes-work-from-home-norms-for-it-ites-firms/74618832

In response to the IT industry`s request to facilitate WFH for OSPs, DoT India has further relaxed terms & conditions for VPN till 31.7.2020.