Navigating OSP and Telecom Compliance in India: A Guide to Network Design for Call Centers

The call center industry in India has evolved significantly, particularly with the liberalization of the Department of Telecommunications’ (DoT) Other Service Provider (OSP) guidelines. As organizations increasingly adopt cloud-based solutions and remote operations, the need to align network design with the latest regulatory framework becomes critical. This article outlines the legal and technical considerations surrounding telecom compliance and network architecture for call centers operating under the OSP regime.

1. The Regulatory Framework: Liberalized OSP Guidelines

The OSP regime governs entities providing voice-based and data-based services such as BPOs, KPOs, telemarketing, and customer care centers. Earlier, OSP registration was mandatory and heavily regulated. However, under the liberalized guidelines dated November 5, 2020 and the 2021 amendments, the DoT has removed the registration requirement for OSPs, while continuing to enforce key safeguards related to telecom and data security.

The new framework allows:

• Use of cloud infrastructure and internet-based telephony,
• Interconnectivity of OSP centers without prior approval,
• Operation of work-from-home agents without special licenses,
• Shared use of EPABX, CRM, and other telecom infrastructure.

2. Key Network Design Requirements under OSP and Telecom Laws

To ensure compliance while designing a telecom network for a call center, businesses must incorporate the following:

 a) Infrastructure Flexibility and Security

•  Call centers may now use internet-based calling, cloud telephony, and hosted EPABX systems.
• Private Leased Circuits (PLCs) and MPLS networks remain valid options for enterprises requiring additional security layers.

b) Logical Separation of Domestic and International Traffic

• Even though physical segregation is no longer mandatory, logical separation using virtual instances and encrypted routing protocols remains a best practice for international OSP operations.

c) Remote Agent Enablement

Agents can now work from home using secure devices, provided there is:

• Encrypted access to telecom systems,
• VPN or similar secure network access,
• Device-level security and authentication.

d) Interconnectivity and Use of Shared Infrastructure

Call centers may share infrastructure such as CRM systems and cloud-hosted call routing platforms across multiple locations. This includes integration with cloud-based CCaaS (Contact Center as a Service) platforms such as Ameyo, Exotel, or Amazon Connect, provided data protection measures are robust.

3. Compliance with Broader Telecom and Data Protection Laws

While the OSP regime has been liberalized, compliance with broader Indian laws remains essential:

•  Telecom Commercial Communications Customer Preference Regulations (TCCCPR), 2018 must be followed for telemarketing.
• Information Technology Act, 2000 and DPDP Act, 2023 (once enforced) must be complied with for customer data handling.
• TRAI and DoT audits may still be conducted, and proper logging of call records and access logs is advised.
• Where sensitive personal data is involved (e.g., healthcare, financial services), sector-specific obligations and client-imposed restrictions may require physical or jurisdictional data residency.

4. Suggested Network Architecture for a Compliant Call Center

A modern, compliant network design would ideally include:

• Cloud-hosted EPABX with geo-redundancy
• Encrypted VoIP over MPLS or VPN tunnels
• CRM and ticketing system integration
• Endpoint security, firewalls, and IAM controls
• Secure cloud storage for call recordings (with role-based access)
• 24×7 monitoring via SOC or NOC teams

Conclusion

 The OSP regime has matured to reflect the operational realities of modern call centers. While registration requirements have eased, organizations must continue to adopt telecom infrastructure that ensures security, traceability, and legal compliance. With a thoughtful network design and adherence to updated DoT guidelines, call centers can operate efficiently while minimizing regulatory risk.