General Requirements for Call Center Licensing in Bangladesh

January 27th, 2010

Call Center Licensing in Bangladesh

License Guidelines for Call Center, Hosted Call Center (HCC) and Hosted Call Center Service Provider (HCCSP)
(International and Domestic)


1. General Requirements for Call Center Licensing

1.1 Call centers/HCC operators are not allowed to extend the services to other Call Center operators. A call center/HCC will be a facility which will have at least 5 seats or agents.

1.2 Interested parties willing to start Call Center/HCC or HCCSP business shall apply for license to the Commission in prescribed form(BTRC:CC1) available in the website VoipBangladesh.com . The license shall be issued as per Licensing Procedure Regulations, 2004 (as amended) and shall be governed by the section 36 of Bangladesh Telecommunication Act, 2001.

1.3 Any entity that itself operates „Call Center? for its customers within the country does not require any license. This license is only applicable for services those are outsourced to the Call Center / HCC Operators by another party.

1.4 Notwithstanding any contrary provisions of any other Regulatory and Licensing Guidelines the license will be given to Individuals, partnerships or Companies/Joint Venture Companies registered/formed under existing applicable laws of Bangladesh.

1.5 If any Telecommunication operator (Mobile, PSTN, ISP, DDCSP, IGW, ICX, IIG etc.) desires to commence Call Center business, it will have to separate the Call Center location from its existing premises.

1.6 For foreign investment, no fund can be raised locally from the financial institutions in Bangladesh. Foreign investors must bring in equity financing from overseas.

1.7 The employment of foreign expatriates is limited to 10% after 1st year of operation. Relevant Government rules and regulations regarding foreign personnel employment have to be followed.

1.8 International and Domestic Call center services can be extended under single license subject to terms and conditions contained in this guidelines.

1.9 HCCSPs would require separate license to operate Call Center / HCC on its own.

1.10 A licensee can have multiple centers under a single license. The locations with number of agents and client details will have to be registered with the Commission before operation.

1.11 The Call Center/HCC operators will inform the Commission in prescribed form (BTRC:CC2, available in the website VoipBangladesh.com) of any addition of call agents in its existing call center or addition of Call Center/HCC before activation.

1.12 The HCCSP will inform the Commission in prescribed form (BTRC:CC2, available in the website VoipBangladesh.com) of any addition of HCC operator or HCC agents under its domain before extending service.

1.13 If the operator proposes to change the location of Call Center/HCC/HCCSP Center, it will inform the Commission in prescribed form (BTRC:CC3, available in the website VoipBangladesh.com) before relocation and service commencement.

1.14 The operator can also set up „Disaster Recovery Center?. The DRC can only be used during any situation when the main Center, can not be used or becomes inoperative. DRCs have to be situated inside Bangladesh.

1.15 License fee payable to the Commission:
Taka 5,000 (five thousand) only for each category of Call Center service License as one time fee for initial term of 5 years.

1.16 Revenue Sharing with BTRC:
There will be no revenue sharing for the first 3 (three) years for Dhaka and Chittagong Metropolitan areas and first 5 (five) years for the rest of the country. The licensees shall share with the Commission 0.5% of its gross revenue earning on yearly basis after this “Revenue sharing holidays”.

1.17 The validity of the license shall be for 5 (five) years. Upon expiry of 5 (five) years, the license may be renewed for subsequent terms, each of 5 (five) years in duration. The Licensee shall apply for renewal one month before expiry of license validity.

1.18 A Licensee shall inform the Commission of any change in the information furnished within 15 days.

1.19 The Call Center or HCC or HCCSP centers must not be used as a transit point of any sort.

1.20 Licensees shall not misuse the Telecommunication resources for any other activity and shall be responsible for the same.

1.21 The Licensee shall commence operation within 6 months from issue of license. Extension may be considered upon receipt of application from licensee stating reasons thereof, otherwise it may be cancelled. However the licensee must commence operation within 30 days of obtaining the international and/or domestic connectivity with intimation to the Commission.

1.22 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 as per Bangladesh Telecommunication Act, 2001.

8 Responses to “General Requirements for Call Center Licensing in Bangladesh”

  1. Saeed Rasool Afridi says:

    I have Call center Campaigns available. I have been running them in major call centers here in Pakistan and I am personally running them currently. Call centers with Predictive dialer’s facility may contact only.

    Payment is guaranteed.

    Bell Performance $40
    Bell Wimax $25
    Bell Essential Plus $ 20
    Bell Home Phone $25
    Bell TV $45
    Solo $40
    Duct $35

    Duct Process Details:

    Type Duct Cleaning
    Payout US$35/installed sale
    Payment Cycle Bi-weekly
    Sales per Day / Agent 2
    Approval ratio 70%

    Sample Duct Pitch:
    Opening
    Hi, my name is __________, I am calling you from United Home Services, and how are you doing today?

    Well, Sir / Ma’am, the reason of my call is to let you know that we are running a great promotion in your area with a 50% discount for your Air Duct Cleaning Service.
    So Ma’am / sir, if you want I can just tell you the prices and then you can go ahead and make your decision.

    In order to tell you the exact prices I need to know the square feet area of your house.
    Is it less than 2000 or more than 2000?

    So Ma’am / Sir, for your less than 2000 sq ft, we will just charge you $99 plus GST. In this price we are offering you free inspection services of your AC, Heater and Furnace.
    Along with that we will spray a high pressure sanitizer in your duct system for free which will kill all the bacteria and all the insects in it.

    I will just book an appointment for my technician on a day suitable to you. So hold on and I’ll transfer this call to my supervisor.
    Procedure
    2 Technicians will come to your doorstep with a truck and a vacuum machine. They will plug the vacuum in your main vent that will suck all the sticky dust into our dust drums into our truck.

    Also for your confirmation you can check our dust drums and see how much dust we sucked.
    After that we will spray the sanitizer in all of your vents. Doesn’t matter how many they are.

    Then the technician will inspect all your ACs, Furnaces and Heaters. Doesn’t matter how many you have.
    And yeah our technicians are very clean, they will take off their shoes at the door step & they won’t allow your house to get filled with dust during the service.

    It will take around 45 minutes to an hour.

    Thanks,

    Saeed Rasool Afridi
    Saeed.rasool.afridi@gmail.com
    Phone: 0092-333-323-2940
    Skype: saeed.rasool.afridi

  2. how can i well get?

  3. MadhurZa says:

    Hi,

    I want to get know more about VOIP business in Bangladesh.

    I am much interested to start this busineess.

  4. I want to do this business.i am from comilla.please contact on my mail.I am very interested about this business.please send me something about this.

  5. I have campaigns available, good payment. it’s a direct connection to the provider company.

    If any body needs campaign and want to grow up fast, just contact with me.
    It would be great to assist new centers.

    Thank You.

  6. Keith Thomas says:

    Hi,
    We are working for an Australian telecommunication company (offshore) as Head -sales we are currently hiring centers for the B2B MOBILE& LANDLINES sales campaign .

    what we require :

    minimum 10 agents/100 agents centers
    automated dialer for 100% sale recording and dncr managment with daily dialer reporting.

    what we offer
    Calling data dncr washed on 50/50 cost sharing which shall be duducted from billing
    payout 50% of the monthly plan sold for mobile
    weekly billing with 14 days aerreas ( first payment after 21 days thereafter weekly)
    interested and serious centers looking for long term business are required centers window surfing for campaign please do not wasted my time
    econnectbpo@in.com , econnectbpo@gmail.com

  7. i want to set up a call center . plz suggest me what the procedur for licening form BTRC.

  8. Uttam Bhowmic says:

    Hi,
    I want to get know about VOIP business.
    I am interested to start this business.

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