Traditionally, call center customer service solutions has been equated with voice interactions. But, as time progressed, the customers have moved on from only voice calls to other mode of communication. With Ozg hosted solutions the agents can place outgoing calls, handle incoming calls, track key call center metrics, perform workforce management and upload automated scripts.
The customers are no more dependent on just one channel to reach the customer support. There are plenty of options available – live chat, social media, email among others. Having a multi channel software ensures customer satisfaction and improve the level of customer engagement.
Best features that are required in a call center are:
1. ACD for smart routing
2. Auto Dialer
3. IVR System
4. Integration Capabilities
5. Call Recording
6. Monitoring Tools
Benefits of Ozg Hosted Solutions for Call Center:
1. Cost Effective - You do not need to own or purchase the costly ACD, IVRS, Dialer, Data Servers, software license etc.
2. Cloud Telephony - Integration of Applications & CRM connectivity.
3. Hassle free Operation & Control – All network equipments for processing of voice calls , agents routing, campaign, lead management, skill based routing etc are maintained and handled by specialized manpower at a single point.
4. Scalable Solution on Demand - Based on the agents requirements, customer base, product reach etc. new OSP, agent seats, data centers etc. may be added or reduced.
5. 24 hrs support.
This is observed that due to lack of information, the large no. of call centers are not registered yet with DoT and do not possess an OSP license. They are operating at risk of huge financial penalty and it can be sealed at anytime by telecom enforcement directorate.
Checklist for OSP License:
- Address Proof / PAN card of the company.
- COI of the company.
- MOA and AOA of the company.
- Board resolution that authorizes an authorized signatory.
- List of the directors of the company.
- A note specifying the nature of the OSP.
- The shareholding pattern of the company.
- Network Diagram with additional declarations depending on case to case.
Filing online on the Saral Sanchar portal:
Ozg offers 24 hrs support for all sorts of tech documentation including DoT compliance filing. Any call center can apply at DoT portal by-self and track the status of application.
OSP Compliance Consultant
DoT OSP Consultant in Mumbai / Bangalore / Hyderabad
Ozg Law ~ Ozg Law ~ Ozg Law ~ Ozg Law
Ozg Law ~ Ozg Law ~ Ozg Law ~ Ozg Law
Email: ask@osplicense.com
