Government eases norms for voice BPOs; allows seamless connectivity, removes restrictions

NEW DELHI: To cement India’s position as a preferred global outsourcing hub, the government on Wednesday liberalised guidelines for voice-based BPOs removing the distinction between domestic and international units, permitting interconnectivity between all types of OSP centres, reducing compliance burden and increasing operational flexibility for players.

Simply put, other service providers (OSPs) are entities providing application services, IT-enabled services, call centre services or any kind of outsourcing services using telecom resources.

Among other aspects, the rules would allow companies, say an airlines with a voice based centre in India, to now serve global and domestic customers with common telecom resources, something that required dedicated, separate infrastructure previously.