China News Service, June 19, according to the Ministry of Industry and Information Technology website, in order to strengthen harassment call management and protect the legitimate rights and interests of users, the Ministry of Industry and Information Technology recently issued a notice requesting to strengthen call center business access management, strengthen code number management, strengthen access management and strengthen management Behavior management. The call center business operator shall improve the internal control mechanism, establish technical means, strictly control outgoing calls, prohibit making harassing calls or providing convenience for making harassing calls.

Strengthen access management

　　To operate a call center business, a business license must be obtained according to regulations. The telecommunications regulatory agency shall organize on-the-spot inspections of the applicant’s office premises and personnel in the process of permit acceptance, and the applicant must cooperate. If concealing relevant information or providing false materials to apply for a telecommunications business license, the telecommunications administrative agency will not accept or grant an administrative license, and give a warning that the applicant shall not apply for the administrative license again within one year.

　　The operation of call center business should conform to the business form defined in the "Catalogue of Telecommunications Services (2015 Edition)", that is, to establish a call center system and obtain telecommunications service access numbers and voice trunk line resources according to regulations. The main information consulting service. If it is really necessary, only by means of contract, agreement, etc., with the user's consent, can you provide telephone outbound services such as instant return visits and information consultation, but it is not allowed to provide commercial marketing telephone outbound services.

　　The telecommunications regulatory agency shall carefully screen the business form that the applicant intends to provide in light of the on-site inspection in the process of permit approval. For those who have not yet met the conditions for conducting business or intend to provide commercial outgoing telephone outgoing services, the telecommunications regulatory agency will not accept or grant administrative permission according to law. For those who do call center business, the company must submit a harassment call ban promise.

Strengthen code number management

　　In principle, the call center telecommunication service access number only enables the call-in function, and for those who do need to open the call-out function, the enterprise must submit a letter of promise not to violate the rules. The telecommunication management agency shall indicate the inbound and outbound functions of the code number on the code number resource use certificate of the telecommunications network according to the application and commitment of the enterprise.

　　The call center business operator must truthfully record the relevant information of the telecommunication service access number in the "Code Number Resource Management System" before starting the service. The record information includes the basic telecommunication enterprises that are accessed, their usage, and the inbound and outbound activations.

　　If the record information changes, the call center business operator shall change the record information through the "code number resource management system" within 10 working days from the date of obtaining the approval document (including certificate) for the change.

　　Call center business operators shall use telecommunications regulatory agencies to provide services to their assigned telecommunication service access numbers, and shall not transfer, rent or transfer the leased code number resources in disguise, arbitrarily enable code number resources, or change the length of the code number without authorization.

　　Anyone who has received administrative punishment from the telecommunications management agency for violating the code number resource management regulations shall not accept the code number application in accordance with the relevant provisions of the "Telecommunication Network Code Number Resource Management Measures".

Strengthen access management

　　Before providing access services to call center business operators, basic telecommunications business operators should carefully verify their business licenses, permits, code number certificates, code number filing information and other materials and business plans, and keep records.

　　Under any of the following circumstances, the basic telecommunications service operator shall not provide access services for them:

　　1. The business license, permit, code number certificate, and code number record information of the call center business operator are untrue or inconsistent.

　　2. The call center business operator failed to apply for a business license or code number according to regulations, or did not go through the code number filing procedures according to regulations.

　　3. The call center service operator intends to use the user number or other telecommunication service access number allocated by the call center business operator to conduct business.

　　4. The call center business operator changes the code number bit length without authorization.

　　5. Call center business operators provide business marketing outgoing telephone services.

　　The basic telecommunications service operator shall provide the call center service operator with access services in accordance with the call-in and call-out functions specified on the telecommunications network code number resource use certificate.

　　For those who need to provide outbound access services, the basic telecommunications business operator should verify in advance whether the call center business operator has the corresponding management measures and technical capabilities to ensure that outbound calls are only used for services such as instant return visits and information consultation with the user's consent. The basic telecommunications service operator should also establish enterprise standards or specifications, and specify the specific requirements for the purpose, conditions, time, frequency, etc. of the outgoing call based on the actual situation, and include it in the cooperation agreement signed with the call center business operator.

　　If a call center business operator is found calling out without the user’s consent, the basic telecommunications business operator shall promptly take the necessary measures to restrict the relevant access services.

　　The basic telecommunications service operator shall strictly implement the requirements of authentic caller authentication, and strictly prohibit the provision of authority for call center service operators or other third parties to make illegal changes or hide caller numbers, so as to ensure the traceability of the call.

Strengthen management of business behavior

　　The call center business operator shall improve the internal control mechanism, establish technical means, strictly control outgoing calls, prohibit making harassing calls or providing convenience for making harassing calls.

　　If the call center business operator does call out due to the immediate return visit or information consultation agreed by the user, it shall retain the information of the call recording of not less than 30 days, the corresponding calling and called numbers and dialing time, relevant credentials of the user's consent, etc., and Try to avoid user rest time and establish a reasonable outgoing call management system.

　　Call center business operators shall use legal and compliant voice trunk lines and other resources to provide services, and shall not sublease and resell related telecommunications resources; shall not change or hide telecommunication service access numbers illegally through any means such as transfer platforms; shall be legally compliant Obtain the relevant information of users who use return visits to ensure the safety of users' personal information.

　　In addition, those who only provide call center systems and agent rental services to customers also belong to the operation of call center business, and must comply with relevant regulations such as notification of admission management and management of business behavior.

　　The three situations are not part of operating a call center business, and there is no need to apply for an operating license, including only providing consulting services to own customers, and not providing related services to third-party customers; only providing human outsourcing services such as operators, and not establishing a call center system; only Provide technical services such as building call center systems.

　　For the establishment of companies in 18 free trade pilot zones, including Shanghai, and applying for the operation of call center business in China, if they meet the conditions for the pilot for approval of notification commitments, they may implement the pilot approval for pilot approval in accordance with the "License Matters Related to the Development of Type 2 Value-added Telecommunications Services" The relevant requirements of the "Plan" (Xinguan (2019) No. 86 of the Ministry of Industry and Information Technology) are implemented.